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How to Configure the Homepage with Custom Widgets

In this article, you learn to customize the widgets displayed on the home page of the Quality Manager persona app using the record page editor. You can select and configure the specific metrics and information most relevant to your roles and responsibilities.To Configure the HomepageClick the New Ta

Service

Knowledge Base Article

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Getting Started with Quality Management

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Who can benefit from Supervisor Console?

Supervisor Console is a powerful monitoring tool to keep a close 360 view of your team. While the direct supervisor uses it effectively to manage agents and their performances, managers and heads across the hierarchy can leverage this console to monitor and analyze critical KPIs across their complet

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Knowledge Base Article

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Introduction to Supervisor Console

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Different types of Data Connectors

This article aims to provide an overview of the various types of data connectors available in Sprinklr, including FTP, S3, API, and CRM tools. By understanding these connectors, businesses can effectively leverage them to streamline data ingestion and drive more impactful marketing campaigns. ​FTP (

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Knowledge Base Article

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Connectors in Data Collection

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How Supervisors Manage Slot Requests

Supervisors can review agents’ slot requests on a request dashboard to approve or reject requests based on staffing needs.Navigate to the request dashboard in the WFM Module.Check the slot requests in different columns depending on the slot type.Click on the review button to approve or reject reques

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Knowledge Base Article

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Slot Management

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SFTP Upload via External Sources to Create Audience Profile via Data Pipeline

​Note: This article is only for reference for existing implementations leveraging Data Pipeline and supported for maintenance only. For any new use cases related to Data Import, refer to Data Connector articles here.Before you BeginEnsure you have reviewed the articles on uploading files into audien

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Knowledge Base Article

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Audience Update via SFTP

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What are Listening Dashboards?

Use Listening dashboards to visualize listening data and translate it into insights. Listening dashboards OverviewWith Sprinklr's Listening Dashboards, you can visualize any Listening data captured using Topics, making it easy to track and analyze social media conversations in real time.Listeni

Insights

Listening Dashboards

Knowledge Base Article

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Listening Dashboards

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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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Channel Overview - Email

The Channel Overview - Email Report offers a detailed summary of key metrics for the email channel, including case summaries, email summaries, response times, first response times, average handling times, resolution times, current backlog status, and daily email volumes. You can also deep-dive to un

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Knowledge Base Article

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Detailed Dashboards

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Co-browsing Recording​

Training and Quality Assurance, Compliance and Audit.​It serves purposes such as security monitoring, assessing agent performance, and deriving insights for improvement.  Enablement: To access and view these recordings in the Care Console, please reach out to support at tickets@sprinklr.com.

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Knowledge Base Article

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Co-browsing

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Understanding the Concept of Contact in Service Reporting

Contact ID helps us understand and improve how your support request is handled. Each Contact ID represents a single unit of work performed during the life of your case, giving us a consistent way to track activity as requests move across queues and agents. While it appears in queue‑based reports, Co

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Knowledge Base Article

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Reporting Architecture

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Widget Summarizer - Benchmarking

The Widget Summarizer is a one-click feature that automatically generates top insights directly from a widget. It simplifies the process of insight discovery and significantly reduces the time to insights.By analyzing data across various sources, the summarizer identifies and categorizes key themes

Insights

Knowledge Base Article

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Sprinklr AI+

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Unlocking the Power of CPaaS

In today's interconnected world, effective communication is vital for businesses to thrive. Imagine a technology that empowers organizations to enhance customer support, revolutionize marketing campaigns, transform telehealth services, and streamline logistics operations. That technology is Com

service channels- voice

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Knowledge Base Article

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Potential of Sprinklr Voice

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Project Analytics

OverviewProject Analytics provide detailed insights into your Tasks at the Project level. You can use this feature to gain insights into task distribution across users and teams, analyze Project progress and identify trends affecting task progress. Managers can use Analytics to keep a bird’s eye vie

marketing

Knowledge Base Article

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Project Level Analytics

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Add Content Source-Question Answer Pairs

​Use this feature when your AI Agent needs to respond to:Custom FAQsQuestions not addressed by other content sourcesSteps to add question‑answer pairsIn the AI Agent dashboard, go to Training Content and select View All under Question‑Answer Pairs.In the Question‑Answer Pairs window, select Add Ques

Knowledge Base Article

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Knowledge Content

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Tracking nature of calls

This is a high level use case, facilitated through ACW reporting which is manifested by the ACW process that includes capturing call level information and call summary, updating customer information and interaction in CRM, etc. Stakeholders of businesses rely on such reports to a great extent to do

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Knowledge Base Article

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Tracking nature of calls

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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

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Knowledge Base Article

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18.11.2 Patch (Feb 2-7, '24)

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Global Variables - An Overview

Sprinklr has introduced Global Variables which is a unified and reusable configuration layer that simplifies workflow development, enhances consistency, and reduces manual errors.Managing reusable data across workflows has historically been a challenge in Sprinklr. Admins often rely on Groovy script

marketing

Insights

social

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Knowledge Base Article

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Global Variables

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API-based Journey Triggers

Journey facilitator has different types of trigger methods. In this article, we are going to cover how a journey can be called using an API call from an external system.​It involves setting up an API endpoint setup consisting of 2 parts:HeaderRequest Parameters​More information about the Header of t

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Knowledge Base Article

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Journey Trigger Settings

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How to Create Google My Business Column?

Google My Business (formerly termed as Google Places) allows you to create and claim your business listings across one or more locations. Your business listing will include business name, location, website, contact details, operating hours, pictures, and reviews. It appears on the right-hand side of

experience:space

Google Places

cloud:core

Google My Business

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Knowledge Base Article

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Google My Business

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Audio Issues Debugging Steps

Pre-Check Requirement1. Is the Agent readiness enabled in partner?a. This can be checked in Voice Debug console in partner level configuration tab  ​2. What type of headsets do the agents use?b. This can be checked in Debug Console in the MICROPHONE_ACCESS_SUCCESS message ​​3. If the headset type is

Service

Knowledge Base Article

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Testing and Debug Logs​