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Call Centre Performance Overview

This report summarizes the overall call center performance that are necessary for a leadership view.Call Count - SplitOutbound Call Count: Number of outbound calls made.Dialer Calls: Number of calls offered to the agents through various dialers (preview, predictive & progressive).Manual Call Cou

Service

Knowledge Base Article

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Reporting & Analytics

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Capacity limits for Channels

Unified Routing enables users to create multiple Capacity Groups inside a Capacity Profile depending on the number of channels (Social, Email, Voice, SMS, etc.) from which the incoming cases come from. In this way, an agent can be assigned cases from multiple channels at a time and we can individual

Service

Knowledge Base Article

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Additional Use Cases

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Add an ITS Account

In Sprinklr, you have the option to add an ITS account to facilitate outbound messages. With this feature, you can conveniently send SMS messages to a large number of recipients.Key FeaturesFeatureSupportAre link publishing supported?Yes, they are supported and displayed as text.Does it support emoj

Service

Knowledge Base Article

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ITS

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Sprinklr Marketing: Patch Changes (18.11.2)

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

marketing

Insights

social

Service

Knowledge Base Article

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18.11.2 Patch (Feb 2-7, '24)

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Create reporting widgets to analyze WhatsApp pricing

Businesses using the WhatsApp Business Platform are charged per conversation, which includes all messages delivered in a 24 hour session.How It WorksConversations are categorized with one of the following categories:Marketing — Marketing conversations include promotions or offers, informational upda

Service

Journey Reporting

Knowledge Base Article

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Channel Specific Reporting

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Sprinklr Social: 19.2 Capabilities and Enhancements

Sprinklr's 19.2 release comes with exciting new capabilities(Publishing, Engagement, Distributed, Advocacy) that will further enhance your experience of using the platform.

marketing

Insights

social

Service

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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Sprinklr Unified Platform and Cross Products: 19.8.1 Capabilities and Enhancements

We are excited to announce Sprinklr’s 19.8.1 Patch release, designed to enhance your customer experience management capabilities. This release includes new features and improvements that will help you deliver more efficient and effective customer service. CRM Connector The following capability is in

marketing

Insights

social

Service

Knowledge Base Article

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19.8.1 Patch (Oct 3-10, '24)

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Persistent Menu For Instagram Messaging

You can level up engagement with your fans using Persistent Menu in Instagram, by giving them access to highlights or FAQs from this new menu option. You can configure the menu options based on your needs. This feature helps you highlight trending items, or your website/popular items. you can also p

Persistent Menu For Instagram

Persistent Menu For Instagram Messaging

social

Persistent Menu

Knowledge Base Article

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Advanced capabilities

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Sprinklr Service: Patch Changes (19.2.2)

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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19.2.2 Patch (Apr 19-22, '24)

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Publish to Yammer Group

Yammer is a collaboration tool that helps you connect internally across the company. Sprinklr helps to manage all your conversations and share alerts directly via Sprinklr​Publish to YammerGroupYou can use the key publishing capabilities in Sprinklr to enhance the content you publish to Yammer. This

Engagement

capabilities

social

yammerr

+2

Knowledge Base Article

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Yammer

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How to create a Yammer Column in Sprinklr?

Yammer is a collaboration tool that helps you connect internally across the company. Sprinklr helps to manage all your conversations and share alerts directly via Sprinklr​Create a YammerGroup ColumnSprinklr supports a number of engagement and publishing capabilities for Yammer after you link your Y

Engagement

capabilities

social

yammerr

+2

Knowledge Base Article

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Yammer

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Vkontakte Capabilities and Limitations

You must contact your Account Manager to add your VK Account to Sprinklr. This is because personal VK profiles are not supported in Sprinklr, but personal VK profiles must be identified by Sprinklr as members of the VK Community to be added.NoteAPI Limitation - The functionality is not available for

channel:vk

VK

social

Vkontakte

Knowledge Base Article

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VK

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Yext Capabilities and Limitations

In this article, we will cover the capabilities and limitations of Yext within the Sprinklr platform. Yext Capabilities and Limitations Functionality Sprinklr Supported  Engagement Pull in revie

experience:space

Yext

article:howto

Yext Capabilities and Limitations

+4

Knowledge Base Article

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Yext

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Power Reviews Capabilities and Limitations

To utilize the PowerReviews channel to its maximum potential, you need to be aware of its capabilities and limitations.PowerReviews CapabilitiesTermsDescriptionNoteEngagementView Review & ReplyYes Edit Reviews & ReplyNo Delete Review & ReplyNo Get Consumer Email AddressYesGet Review IDYe

article:howto

social

product:engagement

feature:system-admin-and-governance

+1

Knowledge Base Article

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PowerReviews

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Line Publishing

LINE supports many types of posts that can be published via Sprinklr including Text, Photo, Video, Audio, and Image Map. You can easily schedule your post and publish it to a specific target audience in LINE from the Publisher. You can also customize the images to be published using the image editor

social

LINE

publishing

Knowledge Base Article

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LINE

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Suggest Coaching Sessions

Overview   Supervisors can recommend agents and specific cases for coaching sessions based on factors like poor performance or specific areas where improvement is needed. These recommendations are then reviewed by coaches, who can schedule these sessions tailored to the agent's needs. This feat

Service

Knowledge Base Article

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Coaching

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Remove Assignments Pending Quality Evaluations

By utilizing a Case Update rule within the Rule Engine, you have the capability to remove cases that are pending quality evaluations from work queues or unassign users and user groups linked to these cases.This action might be necessary in scenarios where cases have been erroneously assigned and nee

Service

Knowledge Base Article

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Common Rule Actions and Conditions

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Add a Telegram Proxy (Corezoid) Account (Limited Availability)

Corezoid is an Actor Engine that lets you build, host, and run algorithms of any complexity in the cloud: chatbots, communication scenarios, CRM functionality, client support, omnichannel marketing campaigns, hardware monitoring, anti-fraud solutions, financial management tools, and so on.On Sprinkl

social

Knowledge Base Article

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Telegram Proxy (Corezoid)

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Adding Stack Exchange Profiles in Sprinklr

Relevant personasTo whom is this capability relevant?Social Media Managers Account ownersUse casesWhat business problem does it solve, and what can it achieve?If a brand has teams active on Stack Exchange, they can onboard them to Sprinklr and enable appropriate moderation.Brands can enable users to

social

Stack Exchange

Sprinklr Social

Channels - SES

+2

Knowledge Base Article

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Stack Exchange

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Sprinklr Social: 19.8 Capabilities and Enhancements

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints.

18.5 Release

marketing

Insights

social

+2

Knowledge Base Article

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19.8 Release (Aug 23 - Sept 1, '24)