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Making Customer Calls at the Best Time (Call Optimization in Voice Campaigns)

Introduction Imagine calling a friend at the right time when they’re free and happy to chat. Businesses want to do the same with their customers. By picking the best time to call, they can: Make customers happierSave money​Increase likelihood of salesBoost call successGet better feedbackBetter agent

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Knowledge Base Article

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Scheduled Time to Call

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Audio Quality Best Practices

Introduction In this comprehensive guide, we explore essential best practices and advanced audio settings designed to optimize audio quality to its highest potential. By implementing these strategies, you can ensure the possible crystal-clear audio and enhanced overall user experience for the agents

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Knowledge Base Article

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Headphones Integration in Call Controls

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Campaign - Content Strategy Tab

About the Content Strategy TabYou can view the Content Strategy associated with the Campaign, from the Campaign details window.The Content Strategy tab of a Campaign compiles and organizes the Messages and Assets that make up a campaign’s content strategy in one comprehensive overview. Here, you can

campaign management

marketing

Content Strategy Tab

Knowledge Base Article

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Introduction

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Understanding Routing Engine

Unified Routing is a comprehensive system that comprises several modules to streamline the routing of cases to agents. In this article, we will explore how the routing engine works. Components of Unified RoutingWork QueueA work queue can be thought of as a virtual container or a holding area where c

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Sprinklr Service

Service

Updated Article

Knowledge Base Article

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How Unified Routing works ?

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Publish an Instagram Story via Mobile Publishing

Instagram Stories allows Instagram users to share photos and videos to their "Story" -- which is visible to followers of the user's Instagram account -- and to specific users the Story's sender follows. Like in Snapchat, Instagram Stories are ephemeral, meaning they disappear after 24 hours. This ar

social

Knowledge Base Article

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Publishing on Instagram

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Publish an Instagram Story via Mobile Publishing

Instagram Stories allows Instagram users to share photos and videos to their "Story" -- which is visible to followers of the user's Instagram account -- and to specific users the Story's sender follows. Like in Snapchat, Instagram Stories are ephemeral, meaning they disappear aft

Instagram Story

social

Publish Instagram Story

Knowledge Base Article

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Publish a post to Instagram

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Sprinklr Insights: 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.

marketing

Insights

social

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Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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Random Sampling of Cases for Assignment

Case sampling rules revolve around the idea of selecting cases from a larger pool based on defined conditions. This selection is done in a random and unbiased manner, allowing contact centers to distribute Cases between queues without skewing results. Business Use CaseDistributing Cases between mult

Service

Knowledge Base Article

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Additional Use Cases

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View Activity ​Details for Published UGC Assets

With the Published Activity support for user-generated content, you can monitor the publishing activity of UGC assets, identifying which social accounts have posted the content and the corresponding market or region​. Steps to View Activity ​Details for Published UGC Assets​Click the New Tab icon .

social

Social - SES

UGC - SES

Knowledge Base Article

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Advanced Use Cases

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Get familiar with entities available in Listening Settings

Learn how to access Listening Settings and get familiar with the functionalities available there.​In this guide, you will walk through the basics of the Settings menu of the Social Listening module, including how to access Listening Settings from the navigation menu and the available entities under

Insights

Knowledge Base Article

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Advanced Entities & Settings in Listening

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Entity operator in the Topic builder

In this article, you will learn how to use the Entity operator in Topic Builder to build topics easily and efficiently. ​​Building a Topic/Keyword list to fetch mentions on an interested brand, person, or location can be very tedious, requiring long and complex queries to filter out unwanted spam fr

Topic Builder

Insights

Entity Operator

Knowledge Base Article

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FAQs and Advanced Use-cases

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Update customer information

An ACW is a form that an agent needs to fill after disconnecting the call to capture vital information from the call. ACW may include tasks such as taking call summary, updating customer information in the CRM, scheduling a callback, sending follow up emails, updating customer details in the Sprinkl

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Knowledge Base Article

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Update customer information

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Set up UTM Parameters: Best Practices 

Here are some best practices while setting up UTM parameters for Advocacy.Ensure you add the following 4 UTM parameters in your Advocacy Profile. This will ensure you plot and filter down Clicks data on individual user level, post level and parent post level. Community User ID Consumer Post ID Paren

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Link Click Tracking

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Interact with Corporate Social Accounts Posts (Advocacy)

Content that is created and curated by a brand to promote its products, services, or values and published on brand's social media accounts are corporate social account posts or brand posts. Admins pull these published brand posts from brand social handles with which advocates can re-engage.Impo

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Content Sharing

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Configure Custom Webhook Header Fields for Inbound IVR Calls

Sprinklr supports extracting custom SIP header fields from inbound IVR calls using the Expose Custom Headers From Provider Webhook setting in the Voice Configurator section. This feature allows administrators to map and utilize metadata—such as SIPCallID, P-Asserted-Identity, and User-to-User—for dy

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Knowledge Base Article

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Configure Custom Webhook Header Fields for Inbound IVR Calls

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Multi-Channel Nailed Up on VoIP

Compliance OverviewIn some geographic locations, local regulations stipulate that outbound calls must originate from the location (Session Border Controller) where the agent is seated, emphasizing the need for compliance. However, inbound call agents have more flexibility in their location.SolutionT

Service

Knowledge Base Article

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Nailed Up Connection

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Standard Task Columns

OverviewWhenever you create a new Task Sheet view for an existing or new Project, it comes with six standard Task columns: Title, Task ID, Status, Priority, Start Date and Due Date. You can hide most of these columns or add more columns to your Task Sheet. However, you cannot change the columns'

marketing

Knowledge Base Article

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Columns in Tasks

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Using multiple wildcards in Topic & Themes

Unlock the power of effortless searching with wildcards! Get rid of the hassle of manually including every possible form of a word, dealing with multiple spellings, or accounting for various endings. Our wildcard feature saves you time and effort while providing the flexibility you need to create co

Insights

Wildcards

Single Character Wildcard

Multiple Character Wildcard

Knowledge Base Article

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FAQs and Advanced Use-cases

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How to Transfer Tags from Ads to Ad Comments via Rules

Get more insights into what people are saying about your products and prevent negative sentiments on your posts.​Social networks are the most influential medium for finding inspiration for purchases. However, negative reviews stop 40% of buyers from wanting to use a business, causing a decrease in d

marketing

Ad Comment Moderation

Advertising

Paid Rules Engine

Knowledge Base Article

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Transferring Tags from Ads to Ad Comments

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Monitoring Agents Part of the Queue

Unified Routing provides the capability to supervisors for monitoring the activity of agents assigned to the work queue. This is done by simply clicking on the Monitor Queue button in the Queue Name column. ​This will open a new screen showing all the agents assigned to the Work Queue in a tabular f

Service

Knowledge Base Article

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Queue monitoring