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RS
Troubleshooting and Best Practices

Unable to Access the Standard Quality Management Reporting DashboardIf you're unable to access the standard Quality Management Dashboard within the Quality Management (QM) persona, ensure that you have the appropriate permissions for it.Troubleshooting Incorrect Data in Lens Configured DrilldownsIf

Service

Knowledge Base Article

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Reporting

RS
Offline Conversions - LinkedIn

The LinkedIn Conversions API enables a direct connection from Sprinklr to LinkedIn, facilitating the accurate tracking of offline conversion events. This connection is crucial for marketers who want to measure the impact of their LinkedIn ads on offline sales and conversions.​Kindly refer to this Do

marketing

Knowledge Base Article

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Offline Conversions

SH
Social Analytics - Reporting Summary

What data do you get in Sprinklr?​FacebookTwitterInstagramYouTubeTikTokBrand PostsYesYesYesYesYesComments and RepliesYesYesYesYesYesPrivate MessagesYesYesYesNot supportedNot supportedOther MessagesYesYesYesYesNot supported​What is the latency of each data type to sync in Sprinklr?Post TypeFacebookTw

social

Reporting - SES

Social - SES

Knowledge Base Article

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Reporting glossary

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Circular Dependency Error

A Circular Dependency can occur when you try to create dependencies between Tasks that already depend on each other, either directly or indirectly, creating a loop. For example, if you have two Tasks with a pre-existing Dependency, you cannot create any other Dependency between them. Doing so would

PM_POPULAR_2

marketing

PM_PROJECT_AUTOMATIONS_2

Knowledge Base Article

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Dependencies

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Channel Overview - Social

The Channel Overview – Social Report is a powerful analytics and monitoring tool designed for contact centers and customer engagement platforms. It delivers both real-time and historical insights into customer interactions across social media channels such as Facebook, X (formerly Twitter), Instagra

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Dashboards

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Date Range Filter on a Reporting Dashboard

Learn how you can limit the results on a dashboard by using the Date Range filter.In reporting dashboards, you have the ability to define the date range or duration to filter the results on the dashboard to the data that falls in a specific date range. For example, on a reporting dashboard, you want

Date Range Filters

Service

Knowledge Base Article

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Configure Reporting

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Queue Health Report

Queue Summary Here Supervisors can view overall summary of different queues in which the cases/calls are assigned. ​Work Queue vs Maximum Response TimeThis shows the maximum response time, i.e., the time taken by an agent to respond to a customer's query in a case. Case Wait time in Queue This

Service

Knowledge Base Article

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Queue Health Reports

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Date Range filter on the Reporting dashboard

Learn how you can limit the results on a dashboard by using the Date Range filter.In Reporting Dashboards, you have the ability to define the Date Range or duration to filter the results on the Dashboard to the data that falls in a specific date range. For example, on a dashboard, you want to check

Date Range Filters

Insights

Knowledge Base Article

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Date Range Filter

RS
Setup Profanity Moderation to Ensure Compliance of Shared Content

To ensure that only compliant content is shared from Advocacy that contains no profanity or other prohibited phrases, it is necessary to set up some content moderation rules.  Pain Points Ensuring compliance with brand guidelines and maintaining consistency can be challenging when dealing with multi

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Content Administration

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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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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.

Service

Knowledge Base Article

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Co-browsing

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Channel Overview - Live Chat

The Channel Overview - Live Chat summary offers a comprehensive overview, including the total number of cases, counts of open and closed cases, first resolution time, service level compliance for first resolution, average case closure duration, interaction details, and the current status of all case

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Dashboards

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Secure File Transfer Protocol (SFTP) User Sync Guide

Overview Sprinklr Advocacy supports integrating external user data through a Secure File Transfer Protocol (SFTP) workflow. This allows you to upload your files on a scheduled basis, enabling updates to user information, custom fields, and screener questions directly into the Advocacy platform. In t

Advocacy - SES

social

Sprinklr Social

Social - SES

Knowledge Base Article

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User Management

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Journey Facilitator - Email

In this article, you will learn how to create and analyze end-to-end customer journeys for Email channel using Journey facilitator.WorkflowImporting leads into Sprinklr - Gather valuable leads by importing contacts using Audience Profiles into Sprinklr to send the intended message on the supported c

Service

Knowledge Base Article

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Outbound Email

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Sprinklr Marketing: Patch Changes (18.8.1)

With this release, deliver an enhanced customer experience with feature advancements in Live Chat, Conversational AI, and Guided Workflows. Increase agent productivity with Quality Management on Video and Shift Management within WFM.

18.8.1 Release

marketing

Insights

social

+2

Knowledge Base Article

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v18.8.1 (September)

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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

Service

Knowledge Base Article

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Tracking nature of calls

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Pause & Resume After Call Work

1. Pause & Resume Overview: This feature prioritizes customer incoming calls over filling After Call Work (ACW) forms. Admins configure capacity settings to ensure ACW is overwritten by incoming calls in unified routing.  The feature pauses the ACW timer during incoming calls, not affecting the

Service

Knowledge Base Article

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Pause and Resume ACW

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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

+15

Knowledge Base Article

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Google My Business

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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

Service

Knowledge Base Article

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Introduction to Supervisor Console

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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

Service

Knowledge Base Article

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Slot Management