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VIEW_AGENT_VOICE_PERFORMANCE

The Agent Voice Performance view focuses on agent-level performance for voice interactions. Each row represents a unique agent interaction or attempt and includes offered, answered, and attempted timestamps, along with talk time, hold time, ACW (wrap), transfers, and call outcomes. These fields allo

Knowledge Base Article

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Views

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EVENT_CUSTOMER_PARTICIPANT

The EVENT_CUSTOMER_PARTICIPANT dynamic table captures details of customer participation in conversations or work items, including caller number, conversation ID, participant name, type, and associated work queue. It also records timestamps for creation and unique identifiers for each record. This ta

Knowledge Base Article

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Raw Events

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DIM_CLIENT_GROUP

DIM_CLIENT_GROUP is a dimension table that stores metadata and grouping information for clients, including group membership details, ownership, naming attributes, and lifecycle timestamps. It enables analysis, segmentation, and management of clients organized into logical groups. Below are some of t

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Raw Events

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EVENT_VOICE_CALL_TRANSFER

The EVENT_VOICE_CALL_TRANSFER dynamic table captures detailed information about call transfer events during voice interactions. It includes identifiers for the initiator, receiver, and final transferred agent, along with timestamps for transfer initiation, pickup, and completion. The table also reco

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Raw Events

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DIM_DATA_RESOURCE

The DIM_DATA_RESOURCE dimension table provides a centralized reference for assets and their associated metadata. It captures key attributes such as asset identifiers, type, descriptive properties, and event timestamps. Each record is uniquely identified for accurate tracking and auditing. This table

Knowledge Base Article

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Raw Events

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Configure Email Autofill Actions

Email Autofill rules automatically populate predefined information when an agent opens the email composer.Unlike outbound rules (which run at send time), Autofill rules update the draft during composition, allowing agents to review and edit before sending.Use Autofill rules to:Add recipients to CC o

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Outbound and Autofill Rules

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DIM_AGENT_GROUP

IM_AGENT_GROUP is a dimension table that stores metadata and grouping information for agents, including group identifiers, associated agent lists, ownership details, configurable properties, and lifecycle timestamps. It supports agent organization, management, and reporting across clients. Below are

Knowledge Base Article

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Raw Events

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DIM_CASE_DISPOSITION

The DIM_CASE_DISPOSITION table standardizes Case Disposition Records, capturing how customer conversations are closed and categorized. It links each disposition entry back to the conversation, agent, and channel, while breaking out structured details such as disposition ID, category, sub-disposition

Knowledge Base Article

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Raw Events

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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

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Yammer

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Sprinklr Marketing: 19.2 Capabilities and Enhancements

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below.Navigation TipsRead through the release notes below or click on a Product title to 

marketing

Insights

social

Service

+1

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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React Native 16.0.0

You can integrate Live Chat into your brand’s React Native mobile application to provide real-time chat support for your customers. Sprinklr offers a comprehensive Live Chat Mobile SDK to enable this functionality.Live Chat SDK VersionVersion: 16.0.0Supported Versions: Starting August 2025, Live Cha

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Older Versions

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Task as a Tool

The Task as a Tool feature allows an AI Agent to call and execute a child task from within a parent workflow. This configuration enables modular task design, where one task can delegate specialized parts of a conversation to another task while maintaining context continuity.By configuring summary pr

Sprinklr Service

New Article

20.10

Knowledge Base Article

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Route Tools

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How to Take Actions based on AI Creative Insights using Rules

Users can now pause ads containing unenriched creative that is not brand-compliant using the Rule Engine. This feature utilizes a new field called 'Enrichment Status', which includes two parameters at the ad variant level: Creative Insights: Logo PresentCreative Insights: Brand PresentThe

marketing

AI-Powered Creative Insights

Knowledge Base Article

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Advanced Use Cases

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Discord Threads

Sprinklr supports Discord Threads created in both Text channels and Forum channels, enabling brands to capture and engage with a broader range of Discord conversations. Thread conversations are ingested and displayed directly in Sprinklr, giving agents visibility into community discussions and allow

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Discord Threads

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Manually Award Gamification Points to Users 

Automated gamification is a fantastic way to engage and incentivize users in your advocacy community. However, there may be occasions where admins need to manually award points to users. This article outlines the steps admins can follow to manually award points through the space or advocacy site. Wh

Advocacy - SES

social

Social - SES

Knowledge Base Article

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User Management

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How to Apply Volumatic Ads Benchmarks using Paid Rules

To Tag an Advertising Campaign via Rule EngineClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Manage Rules within Optimize.Click Create New Rule in the top right corner of the Rule Engine window.Follow th

marketing

Knowledge Base Article

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Tag Campaigns with Advertising Benchmarks

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How to Map Custom Field Values from Outbound Posts to Ad Variants using Paid Rules

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.​ Note: Either the same Custom Field on both the "Ad Variant" and "Outbound Messa

marketing

Advertising

Paid Rules Engine

Knowledge Base Article

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Use Case Configurations

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Agency Margin Ads Reporting Metrics & Dimensions

You can select from several metrics and dimensions to view the reporting data on your Agency Margin. This will help you analyze the reporting on campaigns and the margins set for your agency.To View Agency Margin Reporting DataClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, 

marketing

Knowledge Base Article

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View Agency Margin Data

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How to Manage Ads Unique Metrics in Reporting

In this article we will cover how you can manage unique metrics in Ads reporting.To delete an unique metric : On the Unique Metrics window, hover over the Options icon alongside an Account Name and select Delete to permanently delete the configuration.​You can also perform the following operations o

marketing

Knowledge Base Article

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Managing a Unique Metric

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Compose Pinterest Shopping Ads

Pinterest catalogs are the fastest way to get your products onto Pinterest. You can turn your entire product catalog into product Pins, all at once. Shopping Ads allow advertisers to easily promote products from their product catalog as single product ads on Pinterest. In Sprinklr, you can easily cr

marketing

Knowledge Base Article

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Publish Pinterest Dynamic Product Ads