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Advanced Use Cases of Audit Assignment Types

Assign Cases to the User Manager for EvaluationYou can assign cases to the agent's manager for evaluation by first copying the agent's manager into a case custom field using the copy action. Then, assign that case to the manager for evaluation.1. Create a Case Update rule to retrieve the last engage

Knowledge Base Article

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Automated Sampling and Allocation

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Suppression Lists 

​A suppression list is a list of phone numbers that should not be contacted for various reasons. This list could include numbers of individuals who have requested to be placed on the "do not call" list, those who have previously asked to be removed from the calling list, or those who are c

campaign management

Voice

Knowledge Base Article

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Compliance Management with Suppression List

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List of Supported QA Checklist Fields

Eliminate the risk of off-brand advertising with an automated QA Checklist. ​Campaign QA checklist serves as a crucial tool for verifying essential campaign details such as objectives, budgets, timelines, and ad types. In this article, we will guide you through the extensive fields and operators sup

ADS_CHECKLIST_POPULAR

Knowledge Base Article

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How to setup QA Checklist?

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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

Knowledge Base Article

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Create and Manage Articles

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How to Create and Use Ads Naming Conventions

​Naming conventions are an essential aspect of advertising, especially when it comes to organizing, tracking, and reporting campaigns. Using consistent naming conventions, advertisers can easily identify and sort through their campaigns, ad groups, and ads. This article provides a step-by-step guide

Advertising

Knowledge Base Article

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Configuration

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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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Enhanced Audio Controls for Agents

The Global Audio Settings feature in Sprinklr provides agents with the ability to control and customize their audio input and output devices during calls. This feature enhances flexibility, allowing agents to manage how they hear and speak to customers, ensuring that they never miss important calls

Knowledge Base Article

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Call controls

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Manage Staffing Presets

Staffing Presets are predefined configurations of staffing metrics, such as shrinkage, concurrency, and average handling time. Staffing Presets can be defined for individual channels, such as voice calls, live chat, and video chat. They can be specified as a fixed value or configured based on the da

Workforce Management

Staffing

Knowledge Base Article

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Manage Workloads and Staffing Presets

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Configure API Node in Sprinklr IVR

The Configure API node in Sprinklr IVR enables integration with external systems to fetch data and execute actions. This guide provides a step-by-step configuration process and explains each technical field and parameter in detail.PrerequisitesBefore configuring the API node in IVR, ensure the follo

Knowledge Base Article

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How to Setup Business Logic

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Customer Availability Manager

In countries with multiple time zones, such as Germany and Mexico, aligning agent availability with customer contactable hours is difficult due to regional business hour differences. This challenge can lead to calls being made outside customer business hours, risking non-compliance and customer diss

Knowledge Base Article

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Customer Availability Manager

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Customizing Warning Messages

Administrators can customize the warning message displayed above the reply box by utilizing the "Append Warning Message" action within Autofill rules. This functionality allows them to tailor the message according to their organization's unique communication requirements or policies.B

Knowledge Base Article

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Publishing Functionalities

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Configuration Steps

Callback functionality is available by default for Supervisors. The Scheduled Callbacks dashboard can be filtered, sorted or modified as required. Filters Supervisors can use the various filters to segregate callbacks according to their requirements.The following table describes the available filter

Knowledge Base Article

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Callback Monitoring

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Agent’s Override Settings

User group settings include assignment setups that individuals inherit from their respective user groups. These settings apply to all members of the group. Whenever a user is added to or removed from a group, their assignment settings automatically adjust according to the group's settings.If an admi

Knowledge Base Article

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Setting up Agents for Routing

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Dialer Permissions

Currently, the Dialer Status is managed through edit permissions, giving any user with edit access the ability to pause or shut down the dialer. Since dialers are directly responsible for managing outbound calling operations, this lack of restriction can cause unintended disruptions, operational dow

Knowledge Base Article

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Dialers

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Actions on a Dialogue Tree

Before You BeginLearn how to create a Dialogue Tree.OverviewA dialogue tree is a logical design for a conversational journey. It defines the sequence of a conversation with a virtual agent based on the questions the bot asks and the various replies a user provides. There are several actions that can

Knowledge Base Article

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Dialogue Trees - Overview

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Sprinklr Marketing: 19.5 Capabilities and Enhancements

Sprinklr's latest release features innovative AI capabilities and an enhanced marketing experience. Read more about Sprinklr's latest platform enhancements that offer exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

Knowledge Base Article

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19.5 Release (May 18-26, '24)

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Triggering an Outbound Call

Introduction Outbound calls are important for business and sales, and Sprinklr allows agents to make outbound calls without any hassle. Business Use Case To instantly follow up with the customer while the agent is on conversation pane QM/Supervisor can directly manual call the customer Workflow and

Knowledge Base Article

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Call controls

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Dynamic Workflow Node (legacy)

​Note: Dynamic workflow nodes created before the 20.2 release will continue to function as usual. Dynamic workflow nodes created after the 20.2 release will have access to the updated functionalities. For more information on the enhanced features and functionalities, please refer to the article on n

Knowledge Base Article

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Nodes in a Dialogue Tree

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Home Page Widgets

My Evaluation MetricsThis widget gives an overview of the evaluation metrics assigned to the Quality Manager. Metric/DimensionDefinitionTotal AllocatedTotal evaluations assigned to the QMPending EvaluationsTotal evaluations pending on the QMPending Re-EvaluationsTotal Re-evaluations pending on the Q

Knowledge Base Article

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Homepage

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Journey Level Reporting IVR, Voice Bot and Chatbot

To provide accurate, comprehensive reporting at the journey level for IVR, voicebot, and chatbot flows, the system captures each unique journey a customer takes within a call (case). It supports custom journey definitions, tracks call progression through each journey, and records snapshot values for

Knowledge Base Article

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Journey Level Reporting IVR, Voice Bot and Chatbot