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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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Nailed Up Connection on PSTN

Nailed-up connections are employed in call centers to support specific functionalities or services. For instance, in a virtual call center environment where agents work remotely, nailed-up connections can be established to ensure a continuous and stable connection between the agents and the call cen

Service

Knowledge Base Article

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Nailed Up Connection

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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

RS
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​

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Create a Dialogue Tree

A dialogue tree is a logical design for a conversational journey. It defines the sequence of a conversation with a virtual agent based on the questions the bot asks and the various replies a user provides.The dialogue tree consists of various nodes that can be linked to create a conversation based o

Service

Rushi Test Temp

Knowledge Base Article

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Dialogue Trees - Overview

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Unified Routing Reports and Metrics

Work 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 Work Q

Service

Knowledge Base Article

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Reporting

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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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Checklist for Tasks 

In many cases it is not feasible to have multiple tasks as different steps as one task might have certain steps of completion, hence the ability to have a checklist for certain tasks with multiple steps.  How does it work? A task can be created by clicking on “Publishing options” from the task bar p

marketing

Knowledge Base Article

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Tasks

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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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Adding live chat using Google Tag Manager (GTM)

You can embed live chat using GTM as well. For doing this, log in to Google Tag Manager account at the following link - https://tagmanager.google.com  Create a new tag by clicking "Tags" on the left side menu and then on the "New" button. ​Name your tag. Click on "Tag Config

Service

Knowledge Base Article

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Website Installation

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Campaign - Smart Compliance Tab

​From the Campaign details window, you can view the Smart Compliance guidelines associated with the Campaign.About Smart ComplianceWith AI-Powered Smart Compliance in Campaigns, you can ensure that your content is compliant with your brand’s content strategy and creative guidelines.As a Marketing Ma

marketing

campaigns

Smart Compliance

Knowledge Base Article

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Introduction

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Sharing Project Views

OverviewIf you have Owner, Admin or Creator permissions for a Portfolio you can create and share Project views with other users or teams. This allows you to share specific Project views with specific teams or users as per your requirements. Share a New Project ViewWhen creating a new Project view, y

marketing

PM_PROJECT_SHEET_VIEW_2

Knowledge Base Article

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Manage Project views

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Chinese Source Upgrade

Sprinklr has partnered with one of China’s leading data vendors to fetch data from channels like Xiaohongshu and Kuaishou. These are some of the most popular apps that are used in China for sharing user-generated content in the form of videos, pictures, or text. This data will now be available to cl

Insights

Midu

China Midu

Knowledge Base Article

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Sina Weibo

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Reply Box Functionalities

The Reply Box is a core component of Care Console where agents compose and send responses to customer messages. It provides the tools required to compose, format, and send replies across supported channels.​Agents can draft responses, select Smart Responses, add notes, choose reply accounts and repl

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Sprinklr Service

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Service

+1

Knowledge Base Article

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Introduction to Unified Agent Desktop

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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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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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iOS - v14.0.0

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your iOS mobile app.Note: Sprinklr Messenger supports iOS 15.1 and above.Minimum supported Xcode version is Xcode 16.1.Step 1: Setup You can set up the Live Chat SDK in iOS using one of two me

Service

Knowledge Base Article

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Older Versions

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Enable Signature for Distributed Users (Admin)

You can allow the Distributed users to include Signatures in their communications. The signature usually includes content that a user would want to incorporate, irrespective of whosoever the mail/message is being sent to. Signatures may consist of details about the users' designation or professional

social

Enable Signature in Distributed

Social - SES

DST - SES

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Knowledge Base Article

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Publishing & Calendar (Distributed Admin)

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Speech Profile in Voice Bots

You can create a common speech profile suitable for both IVR and Voice Bot applications, and designate languages along with their corresponding Text-to-Speech (TTS) and Automatic Speech Recognition (ASR) voices for each language.​Note: Any modifications made will not impact previous IVR flows. These

Service

Knowledge Base Article

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Speech Profiles

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Annotations

Offer real-time guidance and support, facilitating smooth customer interactions while with annotations​Customers can easily track agent annotations, leading to swift issue resolution and improved satisfaction​​

Service

Knowledge Base Article

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Co-browsing