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Guided workflows through nudges

Nudges leverage AI to predict customer intent in real-time and deliver the next best action in Care Console to assist agents proactively. Nudges can also be triggered based on a keyword, CSAT, etc. They are actionable and have button actions such as to open a guided workflow or a knowledge base arti

Knowledge Base Article

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Initiating a Guided Workflow

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Agent Usage

Tracking agents' use of articles while handling cases is essential for understanding the effectiveness of your knowledge base. This article covers reporting that helps monitor which articles are being utilized, how frequently they are accessed, and their impact on case resolution.Note: The Widget co

Sprinklr Service

20.7.1

Updated Article

Knowledge Base Article

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Reporting and Analytics

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Run a Guided Workflow from Agent Persona

Agent persona allows agents to manage their work from a single view. Agents can perform and track their daily activities. Here is a potential scenario where this can be used - A customer visits a brand store with a query or complaint, in this case, the store agent can directly log in to Sprinklr and

Knowledge Base Article

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Initiating a Guided Workflow

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Create an Authentication HSM Template

To create an Authentication HSM template follow the below steps:Create an HSM Template and choose the Category as Authentication.Under Message Details, select the Code Custom Field as a custom field to dynamically customize the code based on the chosen field.Enable Masking to conceal the code from S

Knowledge Base Article

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HSM - Authentication Templates

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Setting up Source Agnostic Account

Once the Source Agnostic channel is enabled for your environment, the first step is to set up a Source Agnostic account. The steps are listed below.Enablement Note:To learn more about getting this capability enabled, please work with your Success Manager.Add a Source Agnostic AccountClick the New Ta

Knowledge Base Article

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Source Agnostic

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Why Use Livechat?

Compared to other channels of communication, using Livechat has the following advantages from a brand perspectiveRespond fasterEvery customer demands a quick response, regardless of the nature of the query. The quickest way to resolve a customer's query on your site is to offer them help on the

Knowledge Base Article

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What is Livechat?

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Agent Activity Log Report

In addition to tracking the agent availability status assign and removal times, you can also access detailed information about agent state changes. These state changes encompass transitions between various agent states, such as On Call, After Call Work (ACW), Idle, and Working on a Case. This functi

Knowledge Base Article

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Reporting Entities and its Relation

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Reddit reporting glossary

The Reddit Reporting Glossary is intended to provide comprehensive definitions of all available Metrics and Dimensions.​​Reddit reporting glossary​FunctionalitySprinklr SupportedReddit Hourly Page ViewsIt will display the hourly page views available for the Reddit account.Reddit Page ViewsIt will di

Knowledge Base Article

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Reporting on Reddit

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Setup Manual Audit Checklists/Evaluation Forms?

Create audit checklists in Sprinklr to perform an audit of proactive content published through the platform. This can be done to ensure that all the criteria in the checklist are considered while performing the audit. You can also generate reports based on the audit results and monitor the performan

Knowledge Base Article

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Audit Checklist Builder

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Voice Campaign Management

Track all the voice campaigns in a single view. Sprinklr's voice campaign management can help ensure high conversion rates through targeted outreach. Create a customized campaign with efficient dialer algorithms to ensure high productivity.Voice campaigns contain a high level of customizability rega

campaign management

Voice Campaigns

Voice

Knowledge Base Article

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Voice Campaign Creation

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Home Page Widgets

My Evaluation MetricsThis widget gives an overview of the evaluation metrics assigned to the Quality Manager. Metric/DimensionDefinitionTotal AllocatedTotal evaluations assigned to the QMPending EvaluationsTotal evaluations pending on the QMPending Re-EvaluationsTotal Re-evaluations pending on the Q

Knowledge Base Article

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Homepage

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Track Calls on IVR

Sprinklr collects and analyzes data from IVR in different formats. This data can include information such as call volume, call duration, menu selections, and call outcomes. This data can be used to improve the overall customer experience by identifying and addressing issues with IVR system as well a

Knowledge Base Article

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IVR Use Cases

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Improve Your Teams

One of the most important responsibilities of the supervisors is to improve your team's skills. Not only does this lead to better business results, but it also keeps the team members engaged and motivated. Supervisor console is equipped with all the tools necessary to get the best out of your t

Knowledge Base Article

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Improve Productivity with Supervisor Console

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Time Off Request Report

The Time Off Request Report is a robust feature that offers a complete overview of the Time Off audit trail, ensuring effective management of time off requests. It allows the workforce managers to track and analyze the history of Time Off requests by providing insights into timestamps, time-off patt

Knowledge Base Article

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Glossary

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Agent Schedule Management

Agents need to see their schedule page to stay organized and informed about their work commitments. With access to their schedule, agents can plan their personal and professional activities more effectively, ensuring they are always prepared for their shifts. The “My Schedule” page shows a detailed

Knowledge Base Article

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Manage Schedule

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Create Shift Trade Requests

Prerequisites for creating Shift Trade requests:Sprinklr WFM should be enabled for the environment.Create permission under the Shift Trade section in the Workforce Management module.Follow these steps to create a Shift Trade request:​Select My Requests from the Left Pane to open the My Request Dashb

Sprinklr Service

Updated Article

Knowledge Base Article

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Create Shift Trade Requests

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Identify Messages Originating from Facebook Messenger in Rule Engine

Rule Engine supports identifying the source of message coming from Facebook Messenger chat plugin embedded on your website, Facebook mobile, or native Facebook channel. You can create a condition based on source of a message and then configure an action based on that condition. So messages can be ea

Knowledge Base Article

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Facebook Messenger Overview

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De-duplication of cases in Reporting

You can manage duplicate cases and view the unique case count by creating a table widget in reporting when there are multiple dimensions (comma-separated values) associated with a single case, for example, when there are multiple agents or social channels involved in the same cases.​Let's take

Knowledge Base Article

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Reporting Entities and its Relation

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Standard Social Extracts

The Standard Social Extracts offer a means of extracting raw data of various social networks along with agent hygiene and performance data. These are presented in form of extracts compiling some of the most common use cases desired by clients - including the following reports:​​1. Case Extract2. Cas

Knowledge Base Article

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Data Extracts

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DTMF Response - Voice Node

The DTMF Response - Voice node enables you to take input from the customer. This node is used when you want to take different paths/actions for different use cases in the voice bot. ​Use cases of DTMF Response - Voice nodeTo take different actions based on different user inputs. For example - “Press

Knowledge Base Article

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Nodes in a Dialogue Tree