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Manage Shifts in Sprinklr WFM

Shifts refer to the specific time periods during which agents are scheduled to work. They are strategically planned to ensure customer service operations run smoothly and continuously. This section outlines the essential steps for managing Shifts, including:Creating ShiftsEditing ShiftsCloning Shift

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Manage Shifts

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Blueprints in the Implementation Process

This knowledge base article focuses on the role of Blueprints in the implementation process of the Sprinklr platform. It highlights the challenges faced prior to the introduction of Blueprints, the benefits they offer, and how they fit into different roles within the implementation process.Challenge

Knowledge Base Article

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Blueprints

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Get Started with BYOM in AI+ Studio

Sprinklr follows an LLM-agnostic approach to Generative AI, giving you the flexibility to choose the language model that best fits your business needs. Along with Sprinklr’s in-house and partner models, you can use the Bring Your Own Model (BYOM) option to integrate your internally developed LLMs di

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Add Support for BYOM

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Click Insights: Reporting

This article highlights the various types of clicks in Reporting.In Sprinklr, Performance of Clicks can be reported for:Posts that are published via Sprinklr where Sprinklr shortens the link during the publishing process, orA URL that is shortened from somewhere else, provided the URL shortener acco

Reporting - SES

Social - SES

Knowledge Base Article

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Advanced Features

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Historical Backfill Capabilities and Limitations

Historical backfill is the process of updating data for posts which have been published either before the account was added in Sprinklr or 60 days prior. There is a default backfill range for 60 days which is added as soon as the account is added into SprinklrBackfill Capabilities and LimitationsMet

Knowledge Base Article

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Historic Backfill and Limitations

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Agent Performance- Time Card

An Agent Performance Time Card typically refers to a detailed record or report that tracks the performance of customer support agents or employees over a specific period. This report includes data related to the agent’s work hours, tasks completed, response times, customer interactions, and other re

Knowledge Base Article

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Detailed Dashboards

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Send X Direct Messages

X direct messages allow brands to communicate with their fans by providing them with helpful visual or video guides in case of troubleshoot problems, or share engaging content. In this article, you will learn about how to receive these messages in engagement dashboards and then reply to direct messa

Knowledge Base Article

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Engage with your fans

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Sprinklr Accessibility and Compatibility Features

Sprinklr is dedicated to ensuring that our products and services are accessible to all customers, including individuals with disabilities. In alignment with this commitment, we have developed an Accessibility Plan that outlines the measures we undertake to support inclusive access. Accessibility is

Knowledge Base Article

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Sprinklr Accessibility and Compatibility Features

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Customer Initiated Video Call

Journey #1Customer calls when agent already assignedTwo separate error messages will be displayed to the customer if there are distinct errors for the microphone and camera. In the images below, one error message is for the disabled microphone permission in the browser, while the other error message

Knowledge Base Article

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User/Agent Journey

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Entity Manager - Setting Up Persona App

Before you Begin:In standard persona apps, the Custom Entity Manager isn't initially visible. This article provides a walkthrough on configuring a persona app to incorporate the Custom Entity Manager.Note: To ensure this feature is enabled, please contact tickets@sprinklr.com and provide the Partner

Knowledge Base Article

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Entity Studio

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Automatic Routing of Messages

Sprinklr offers automatic routing of messages to ensure that customer inquiries, complaints, and requests are handled promptly and efficiently. The Rule Engine can be used to set up rules that automatically assign incoming messages to specific teams or agents based on various criteria such as messag

Knowledge Base Article

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Assignment Engine Use Cases

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Request control to reply to Messenger DMs

Facebook policies prevent users from replying to a conversation in case the control is not present with the user. In those cases, you need to request control to the admin, who can then pass control. This might be required in cases where care agents/others want to take control of the conversation. Th

Knowledge Base Article

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Reply from Engagement dashboards

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Create a Web Analytics Profile

Sprinklr has a holistic web analytics experience. If you do not have Google Analytics, SiteCatalyst, or Core Metrics, you may enter your platform’s parameters and map them to Sprinklr variables. For example, you can use the Custom Analytics Profile to create a Google Analytics URL using certain para

Publishing - SES

Social - SES

Web Analytics

Knowledge Base Article

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Web Analytics

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Manage Shift Patterns in Sprinklr WFM

Sprinklr WFM’s Shift Patterns allow Administrators and Workforce Managers to create and manage structured weekly Shift templates for agents. Patterns involve scheduling employees for different Shifts at varying times throughout the week, which ensures continuous operations, prevents employee burnout

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Manage Schedule Policies

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IVR Flow Reporting

Sprinklr IVR Flow Reporting provides comprehensive insights into how customers interact with the IVR system. Businesses can identify inefficiencies, optimize workflows, and enhance customer experiences by analyzing call data at a node level. This reporting enables businesses to:Identify IVR nodes wi

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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IVR Reporting

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Create a Post

You can create a post on the Community Forum. The post can be categorized as Question, Problem, Idea, Praise, Announcements, Articles, etc. based on the options enabled.On the Community Homepage, click Post Question or the title that you have set.On the New Post window, select the conversation type

Knowledge Base Article

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Setting up Community

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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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LinkedIn Capabilities and Limitations

In this article, we will cover the capabilities and limitations of LinkedIn within the Sprinklr platform.Publishing CapabilitiesCapabilitiesSprinklr Supported (Company & Showcase)Sprinklr Supported (Profile)NotesFor details on media recommendations, see LinkedIn Media Recommendations.Publish Tex

Knowledge Base Article

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Getting started

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WeChat QR Code

The square-shaped barcodes are WeChat QR Codes. A QR Code is a 2D barcode that contains information which can be read by a smartphone. WeChat uses QR Codes to allow you to easily connect with each other without the need to save others as a contact first. In this article, we will learn abou

Knowledge Base Article

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Create and Publish Messages

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Responding To Instagram Comments As Direct Messages

In some circumstances, you may want/need to reach out directly to those who commented on your public posts on Instagram. You can reply to comments made on your posts with a direct message on Instagram. Here we list out the steps..StepsClick the New Tab Icon . Under the Sprinklr Social tab, click Eng

Knowledge Base Article

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Replying to Messages