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Manage Activities in Sprinklr WFM

Activities in Sprinklr WFM include various tasks and engagements agents undertake during working hours. You can create in-office and out-of-office activities, which provide greater clarity and control in agent management. This enables more accurate scheduling by clearly indicating when agents are av

Knowledge Base Article

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Manage Activities

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Data Management Nodes

This article explains the nodes in the Data Management section, providing an overview of their functionalities and usage within guided workflows. These nodes allow for efficient handling of data within Sprinklr’s platform, enabling users to retrieve, update, create, count, and delete records, as wel

Knowledge Base Article

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Guided Workflow Canvas

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Mapping Configuration Screen

Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating the entities in Sprinklr. This makes it easier to guarantee that information is correctly transmitted and

Knowledge Base Article

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Mapping Configuration Screen

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Getting Started with Insights Hub

Insights Hub features four tabs for efficient navigation. The tab structure offers a seamless and organized way for users to navigate and interact with insights, promoting efficiency and user-friendly access to valuable information. Note: Work with your Success Manager to get this feature enabled. P

Knowledge Base Article

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Configuring Insights Hub

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Know about Agent Persona Home Page

Agent persona is a customized view for agents which helps in handling their interactions easily. It also helps the agent to track their performance with the customized dashboards.. ​The home page is the landing screen that is visible to the agent after they log in and consists of widgets that give a

Knowledge Base Article

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Functionalities of Agent Console

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Agent Schedule Management

Agents need to see their schedule page to stay organized and informed about their work commitments. With access to their schedule, agents can plan their personal and professional activities more effectively, ensuring they are always prepared for their shifts. The “My Schedule” page shows a detailed

Knowledge Base Article

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Manage Schedule

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Metric Grouping

This feature allows you to group metrics and dimensions into defined customizable ranges, giving you greater flexibility in organizing and analyzing data within reports. You can create dynamic groupings such as time intervals, performance bands, or custom categories and use them as pivot elements in

Knowledge Base Article

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Metric Grouping

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Create Articles in Sprinklr Knowledge Base

Create Article1. Click on the New Tab icon on the launchpad. Under the Sprinklr Service tab, select Knowledge Base within Resolve.​2. On the Knowledge Base builder, select the desired category or subcategory and click on Create Article in the top right corner.​​​3. On the Create Article window, ente

Sprinklr Service

20.7.1

Updated Article

Knowledge Base Article

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Create and Manage Articles

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Sprinklr Service: 20.2.1 Release Notes

Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints.

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20.2.1 Patch (26th Feb '25 Onwards)

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Customize Grouped Queues Dashboard Using Record Manager

The Supervisor Console enables monitoring of grouped work queues, organized by predefined criteria such as department, date, or user group. You can configure and manage the Grouped Queues Monitoring dashboard through the Record Managers screen within Supervisor Settings.This screen allows you to cre

Knowledge Base Article

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Queue Monitoring

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Standard Dashboards

The Standard dashboards are a part of Service Analytics Data Source , designed to address key industry use cases and KPIs, giving you quick access to relevant insights. They come with out-of-the-box metrics and dimensions to reduce setup time and speed up the delivery of insights. These offerings ar

Knowledge Base Article

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Overview

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Configure Shift Change Policies

Shift Change Policies set the rules for agents to request Shift Changes. Agents can submit a Shift Change request to modify their schedule for a specific date by updating the Shift start time or adding, removing, or rearranging Activities within their existing Shift. This helps maintain accurate age

Knowledge Base Article

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Manage Shift Change Policies

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Process Engine Reporting

Sprinklr’s Process Engine Analytics Data Source provides detailed visibility into the execution of voice case workflows. This data source powers reporting on how processes traverse nodes, the success or failure of each execution, and the time taken for execution, helping you optimize and troubleshoo

Knowledge Base Article

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IVR Reporting

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Reporting of PII Masking

Note: This feature applies only to the Universal Message Masking template.You can now generate message-level reporting for the number of cases masked using the Masking Configuration in the Reporting Dashboard. This helps you evaluate template performance and test accuracy for debugging scenarios by

Knowledge Base Article

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Masking Templates

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TikTok Ads Reporting Metrics

Leverage this detailed list of all the TikTok metrics available in Sprinklr's Ads Reporting to operate the reporting dashboard better. Given below is a list of all TikTok metrics, along with their descriptions.Metric Name in the Native PlatformMetric Name in SprinklrDescriptionBasicCPATiktok CP

Knowledge Base Article

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Metrics

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Hierarchical Reporting

Hierarchical Reporting helps you organize survey data according to your organization's structure, making it easier for teams at different hierarchical levels to access and analyze relevant information. The structured approach ensures that feedback data is effectively utilized across multiple survey

Knowledge Base Article

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Hierarchical Reporting

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TikTok Reach and Frequency Campaigns

Control the audiences you reach and the number of times they are exposed to your ad messaging through transparent media planning and predictable delivery of branding campaigns.Reach & Frequency (R&F) is a campaign buying type on TikTok that lets you control the audiences you reach and the nu

Knowledge Base Article

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TikTok Advanced Capabilities

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Actions Available for Ad Entities in Ads Manager

From the Ads Manager, there are a number of actions you can take to manage and edit existing Campaigns, Ad Sets, and Ad Variants. You can take action on individual Campaigns, Ad Sets, and Ad Variants, or you can select multiple entities to apply actions in bulk.In this article, we will look at the f

Knowledge Base Article

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Ad Campaign Management

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Audio Quality Best Practices

Introduction In this comprehensive guide, we explore essential best practices and advanced audio settings designed to optimize audio quality to its highest potential. By implementing these strategies, you can ensure the possible crystal-clear audio and enhanced overall user experience for the agents

Knowledge Base Article

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Handle Inbound Calls

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Inline Editable Table widget

Create an Inline Editable Table widget in Listening for quick actionability.Sprinklr provides you with the Inline Editable Table widget in Social Listening that allows you to make upfront, inline edits to widgets and filter, sort, search, and take bulk actions on the go, imparting quick actionabilit

Inline Editable Table Widget

Knowledge Base Article

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Types of Widgets