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Unassign Pending Quality Evaluations

By utilizing a Case Update rule within the Rule Engine, you can un-assign quality evaluations that are assigned but yet to be evaluated from work queues, ensuring that only actively assigned cases are prioritized for handling by your team members.To Create a Case Update RuleTo execute this, create a

Knowledge Base Article

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Common Rule Actions and Conditions

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Utilizing Dead Air Conditions in Rules

If you need to take actions based on dead air in a call, you can utilize these conditions in Case Update rules within the Rule Engine:Dead Air Time: This condition allows you to specify the duration of dead air in the call. For example, you can set a rule to trigger an action if the duration of dead

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Common Rule Actions and Conditions

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Upgrade Live Chat SDK on Flutter

Upgrade to the latest version of the Live Chat SDK to take advantage of new features, enhancements, and performance improvements that enhance your app's user experience. For a complete list of changes in this release, see the release notes.Current ReleaseLive Chat SDK Current Release: 12.1.0Upg

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Flutter

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In-App Notifications in Mobile

In-app notifications are messages or alerts displayed within a mobile application itself, rather than on the device's main notification tray or lock screen. These notifications are specifically tailored to communicate information directly to the user while they are actively engaged with the app.Note

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In-App Notifications

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Introduction to Sprinklr Voicebots

Introduction to Voice BotsVoice bots are advanced conversational agents that leverage artificial intelligence (AI) and natural language processing (NLP) to interact with users through spoken language. Unlike traditional chatbots that rely on text-based communication, voice bots can understand and re

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Voicebots - Introduction & Use Cases

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Introduction to Post Voicebot Handling

Voicebots play a crucial role in automating customer interactions and handling basic queries in customer service. However, there are scenarios where further actions are required after the initial interaction with a voicebot. This article explains the possible scenarios for post-voicebot handling ens

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Post Voicebot Handling

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Video Call Reporting

For all the reporting, you can use the following filter - Audio Only - False (for audio calls)Video Conversation Ended - TrueFor all reporting - Data Source will be ‘Social Analytics’​Total Video Calls Total number of video calls in the selected time range.Video Calls Completed This shows the distri

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Reporting

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Scheduled Report configuration from the widget-level

To create a Scheduled Report from the widget-levelClick the New Tab icon. Under Sprinklr Insights, click Listening Dashboards within Learn. ​On the Listening Dashboards homepage, open the desired Listening dashboard.On the Listening dashboard, click the Options icon next to the widget you want to co

Create Scheduled Report

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Scheduled Report Configuration from Widget Level

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Scheduled Report configuration from the Record manager

To create a Scheduled ReportClick the New Tab icon. Under Sprinklr Insights, select Listening Settings within Listen. ​On the Listening Settings window, search for Scheduled Reports and click it. ​On the Scheduled Reports window, click the Add Scheduled Report button in the top right corner. ​On the

Scheduled Report

Configure Scheduled Report

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Scheduled Report Configuration from Record Manager

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FAQs

​Find below the answers to frequently asked questions about Unified Routing.​​How to tag skills and proficiency to a case ? For routing a case to the appropriate agent with skills, we have to tag the required skills and skill proficiency to the case. This can be done in the folloeing modules : Rule

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FAQs

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Functionalities within Campaign Monitoring

Date range  Get all the campaign data over custom date and time range from the icon on the top right hand corner of the console, to the left of the three dots.   Manage Columns for campaign cards From the Manage Columns option present in the top right corner of the Campaign Monitoring cards line, s

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Campaign Monitoring

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Custom Fields Monitoring and Alert System

The custom field monitoring and alert system in Ads Manager Assistant proactively scans ad entities and identifies anomalies in untagged custom fields (CFs). It uses historical data and compares neighbouring entities to spot inconsistencies, helping users maintain consistent and accurate custom fiel

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Ads Manager Copilot

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How to Copy Custom Field Values from Outbound Posts to Ad Variants

You can use the Paid Rule Engine to automatically assign Post custom fields to Ad Variant custom fields. In this article, we will guide you through the actions that can be used to implement this use case.How to Copy Custom Field Values from Outbound Posts to Ad Variants via Paid RulesClick the New T

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Advanced Use Cases

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How to View the Details of a Custom Field

How to View Custom Field DetailsClick the New Tab icon. Under Platform Modules, click All Settings within Listen. Under the Manage Workspace tab, select Custom Fields.On the Custom Fields window, hover over to the Options icon alongside the Custom Field for which you want to view the details and cli

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Create & Manage

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View & Edit User Details

With Sprinklr user settings, admins can view and update properties of their users. Individual users can also view and edit their details if they have the relevant permissions. This article lists down steps on how to view and edit user details in Sprinklr.Steps to view and edit user detailsClick the

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Getting started

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Business Outcome Retry Strategy

Business use caseWhenever outbound calling is done from a campaign, each call can have different call outcomes. Based on the call outcomes, the admin might want to retry or reach out to the customers again.Business Outcome Retry StrategyWhenever a customer and agent are connected and based on the di

Retry Strategy

Voice

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Retry Strategy

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Campaign Live Monitoring

This is a live monitoring report drafted for the Campaign Manager persona. While the campaign is marked Active, this report provides the count of Agents in each state. Values Plotted:Campaign Talking : Number of agents currently in the talking state for the Campaign marked.Campaign Idle: Number of a

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Reporting & Analytics

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Call Report on Ingested Data

This section is a Lead level report that maps the Lead Events against each lead based on the severity of the event. Every customer record is counted as a separate lead and every customer interest(eg: registration of a customer on a product’s enquiry) is considered as a Lead Event.Values Plotted: Lea

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Reporting & Analytics

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Call Detailed Report

This is an agent level report and thus the Call Activity values recorded are based on/ derived from the Agents’ console or the workspace. This section gives insights on every case with respect to each agent involved in the case, provides the time split/ time taken during the call processing and the

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Reporting & Analytics

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Route to Agent skill

OverviewThis is a replication of Assign to Agent Node.Steps to Configure a Route to Agent SkillWithin your conversational ai application, click on Skills under the Manage section.Click Add Skill in the top right corner and select Route to Agent.Enter the skill Name and Description.Note: Guidelines f

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Dynamic Workflow