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Voice Queue Performance Report

The Voice Queue Performance Report delivers queue-level operational insights for voice interactions, with Contact ID serving as the core unit of measurement. It highlights key voice-specific handling and conversation metrics, including talk time, hold time, ring time, after-call work (ACW) time, and

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Real-Time Agent Properties Report

The Real-Time Agent Properties Report offers an up-to-date view of agent attributes and configurations, including current status, skills, and proficiency levels, along with agent current state-status counts. It continuously tracks state-status changes, enabling supervisors to monitor updates for com

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Detailed Report Glossary

SH
Sprinklr + AppsFlyer API integration

Fetch and leverage Cohorts API data to monitor how effectively your ads are working, and optimize them accordingly. Sprinklr Marketing (Ads) has integrated the AppsFlyer Cohorts API to provide advertisers with a programmatic way to fetch cohort data. The cohort data helps advertisers track users and

Integrations

AppsFlyer

Knowledge Base Article

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AppsFlyer

RS
Support for Import of Voice Cases Using Single Case Format

In a Single Case File Format, a zip file contains an audio recording, and a CSV file containing the Metadata of that file. Here a single row contains a unique call id pertaining to a single recording.Note: For information on Multi-Case File format for Voice cases, refer Ingestion of Voice Cases.Guid

marketing

Insights

social

Service

Knowledge Base Article

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Supported Format for File Based Connectors

SH
Caveats of Ad Manager Pivot

CaveatsTermCaveatCross Channel EntitiesCross channel entities are not supported. All the values need to be of the same channel.Compose from TableSupported EntitiesFor cross objective/ad accounts, all invalid values will be removed automatically.Reuse Post Channel IDsIf reusing Post Channel Id is pos

marketing

Knowledge Base Article

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Troubleshooting & FAQs

RS
Number Field

The article outlines the steps to create a Number Field in Entity Studio. Creating a Number Field in Entity StudioNavigate to Launchpad. From the Sprinklr Service tab, click Entity Studio from the Persona Apps section. The Entity Manager page appears with the list of entities. Search for the desire

Knowledge Base Article

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Fields and Relationship

SH
Outbound IVR with Agent Dialer

Outbound IVR dialers are the dialers in which Customer is dialed and directed to the IVR. Customers can navigate through the Menu and can check relevant information depending upon the options available and can connect with an Agent as wellConfiguration of Outbound IVR with Agent DialerOutbound IVR w

Service

Knowledge Base Article

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Dialers

SH
List of operators supported in Quick Search

Use advanced search operators to refine your search results in Quick Search and Research Query Dashboards.The following advanced search operators are supported in Quick Search –OperatorSyntaxDefinitionORSocial OR SprinklrSearch for messages that contain either "Social" or "Sprinklr&qu

Insights

Quick Search Operators

Quick Search

Knowledge Base Article

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How to use Quick Search?

RS
Integrating Google Drive with Sprinklr

By integrating your Google Drive with Sprinklr, you can upload assets like documents, presentations, excel files, image, videos, and more, directly from your Google account to your Projects, Tasks, Campaigns, Sub-campaigns, Messages and Requests. To do this, you will need to authenticate your Google

marketing

Knowledge Base Article

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Google Drive and Sprinklr Integration

RS
Agent Status Change Report

The Agent Status Change Report displays the precise times when agent statuses change and the duration spent on each status. It provides detailed insights into the total time an agent spends in each status and tracks how often and how many days an agent enters a particular status. This data is pivote

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Best Practices in Setting Up Hierarchical Reporting

The best practices are listed below:Define the Organizational Hierarchy ClearlyMap Out Levels: Start by defining the levels of hierarchy (for example, Organization > Region > Store > Team). Make sure these levels correspond to your organizational framework. Make sure there is a distinct col

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Hierarchical Reporting

SH
How to Create a Google Analytics 4 WebAnalytics Profile

Note: 1.For Google Analytics 4, Web analytics setup would be similar to that of Google Analytics. 2.Existing Google Analytics would work for Google Analytics 4 as well.​You can create a new Google Analytics Profile in Sprinklr Web Analytics.​1. Click the New Tab icon. Under Governance Console, click

marketing

Knowledge Base Article

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Setting Up Google Analytics 4

SH
How to Bulk Import Ads for Optimization Purposes

Bulk Importing Ads is an efficient way to create multiple ads in the Ads Manager. This makes campaign launches faster by allowing you to effortlessly scale capabilities that would add value to the different stages of the Advertising workflow. In this article, we will guide you through the different&

marketing

Knowledge Base Article

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Configuring Bulk Imports

RS
Manage All Email Distributions

The Distribution Record Manager offers a centralized interface to create, manage, and monitor email distributions. It allows you to easily track key metrics, make edits, and analyze performance data, all in one place.Email distribution enables users to send customizable survey invitation emails to c

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Email Distribution

RS
Chat Analytics

The Chat Analytics Report offers extensive insights into customer engagement. It also provides an in-depth analysis of interaction patterns and funnel behavior. Dimensions such as website context, device details, and user agent data provide insights into customer behaviour and enable brands to fine-

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Schedule Conformance Report

The Schedule Conformance Report provides details to the workforce managers to track agents' compliance with their activities during their daily shifts.The Schedule Conformance Report belongs to the Workforce Management Report Group. Below are some of the scenarios where this Report is beneficia

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Add and Configure Widgets

Use Cases of Record Page Builder for Different LayoutsAdd a New Widgetadd or remove widgets for different layouts. Various types of widgets, including Reporting, Customer 360, Coaching, Learning, etc., can be seamlessly incorporated or excluded based on distinct customer use cases.Individual Widget

Service

Knowledge Base Article

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Configure Case Analytics View

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Data Connector - Setting up the Persona App

Before you Begin:In standard persona apps, the Data Connector isn't initially visible. This article provides a walkthrough on configuring a persona app to incorporate the Data ConnectorNote: To ensure the feature is enabled, please contact tickets@sprinklr.com and provide the Partner ID and Name. If

Service

Knowledge Base Article

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Entity Studio

RS
Add SSO as a Screener Question in Advocacy

With SSO setup, your employees are able to access advocacy platforms, but as a brand, there is no way for you to own user categorization that drives content visibility. So if you want to classify users into certain content categories, there is no way to do so. Going forward, you will be able to cate

Advocacy - SES

social

SSO as a Screener Question

Social - SES

Knowledge Base Article

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Enablements

RS
Configuring Genesys Standard Connector for Voice

The Genesys PureCloud Connector for Voice integrates the Genesys Cloud platform with Sprinklr's unified customer experience management system. Using the Genesys connector you can import Voice cases into the Sprinklr platform. This provides enablement to manage voice interactions and provide seamless

marketing

Insights

social

Service

Knowledge Base Article

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List of Supported Connector Types