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Capacity Configuration for Omni-channel Agents

Unified routing allows Channel level capacity configuration where administrators can allocate and manage capacity across multiple communication channels within a contact center or customer service environment. In simple terms, users can set how much capacity should be consumed by each case for that

Service

Knowledge Base Article

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Setting up Agent Capacity

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Amazon Ads Reporting: Metrics and Dimensions

Sprinklr has seamlessly integrated Amazon Sponsored Ads Reporting into its platform, enhancing your ability to analyze data for sponsored campaigns. This new feature supports Sprinklr's strategic growth into retail advertising, beginning with Amazon. To help you make the most of this integratio

marketing

Knowledge Base Article

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Amazon Sponsored Ads Reporting

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Social Reporting Changelog

Facebook October 1, 2024Important Update: Changes to the Sprinklr "Followers" Metric Issue: The Sprinklr Standard Metric- "Followers" has been pulling data from the Facebook "Facebook Page Regional Likes" instead of the correct "Facebook Page Follows" value. This discrepancy has caused confusio

social

Reporting - SES

Social - SES

Knowledge Base Article

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Reporting glossary

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Manual case creation

If there has been a conversation between your brand and a customer outside of the Sprinklr platform, you can manually create a case for that interaction in Sprinklr. By doing so, you can create a record of the conversation on the Sprinklr platform, which can be useful for tracking and monitoring cus

Service

Knowledge Base Article

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Create Manual Case

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Custom Reporting Dashboards for Advocacy

In Advocacy Reporting, you can use Advocacy-specific metrics and dimensions to create custom dashboards and widgets. Custom dashboards for Advocacy allow you to customize the data you see and the way that it's visualized. Note: Use of this feature requires that Advocacy Marketing be enabled in

experience:space

article:howto

release:N-A

Advocacy - SES

+6

Knowledge Base Article

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On Site Reporting (Advocacy)

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Sprinklr v16.2.0 - Sprinklr Insights Capabilities and Enhancements

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below! Navigation TipsRead through the release notes below, or you can c

experience:space

Winter Release 2021

16.2.0

New Capabilities and Enhancements

+5

release_note

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v16.2.0 (March)

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Adding Cases to Queues

Unified Routing in Sprinklr is powered by AI and machine learning algorithms that analyze the content of the message, as well as the customer's history and profile, to determine the best course of action. This ensures that customers receive fast, personalized, and accurate responses to their in

Service

Knowledge Base Article

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Setting up Queues based routing

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Adding Cases to Queues

Unified Routing in Sprinklr is powered by AI and machine learning algorithms that analyze the content of the message, as well as the customer's history and profile, to determine the best course of action. This ensures that customers receive fast, personalized, and accurate responses to their in

Service

Knowledge Base Article

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Setting up Skill based routing

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Headphone Integration in Call Controls

Call controls within Sprinklr can be accessed manually or through integrated headphones. This functionality allows agents to perform various essential actions during calls using headphone controls.We have fully integrated Jabra and Poly Voyager headset functionality with our call controls to enhance

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Headphones Integration in Call Controls

RS
Android - v12.1.0

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your Android mobile app.​Note: Before you begin, note the following requirements:Sprinklr Messenger requires a minimum Android API level of 24.Sprinklr Messenger for Android supports compileSdk

Service

Knowledge Base Article

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Older Versions

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X (formerly Twitter) Reporting Updates

X Insights Track Deprecation X will be deprecating InsightsTrack metrics from 1st August, 2023. These metrics provide real-time data for reporting metrics. In addition to the InsightsTrack metric, the following additional metrics will also be deprecated as these metrics were copied from your respect

social

Sprinklr Social

20.10

Social - SES

+2

Knowledge Base Article

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Report on X activities

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Sprinklr Service: 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.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

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18.11.2 Patch (Feb 2-7, '24)

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Populate content for all Selected Account Types together in Advanced Publisher

When a content creator creates same/similar content for multiple channels together by selecting multiple account types in Full Page Publisher, they can leverage "All Channels" tab to populate content in all the selected account types. The content and media attached to "All channels&qu

marketing

Knowledge Base Article

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What is Advanced Content Publishing?

RS
Android - v13.0.3

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your Android mobile app.​Note: Before you begin, note the following requirements:Sprinklr Messenger requires a minimum Android API level of 24.Sprinklr Messenger for Android supports compileSdk

Service

Knowledge Base Article

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Older Versions

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Creating Meta Collection Ads (With Canvas) using Feeds

OverviewSprinklr now supports dynamic Instant Experience (Canvas) creation directly from Automated Campaigns (AC). This eliminates the need to manually pre-create static canvases in Meta and enter Canvas IDs into feeds.With this enhancement, advertisers can dynamically generate cover media, product

marketing

New Article

20.10

Sprinklr Marketing

Knowledge Base Article

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Advanced Use Cases

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CTI Troubleshooting Screens

These error screens help users and administrators quickly identify and address issues related to configuration, authentication, voice application availability, status settings, and permissions.No User Due to API/Auth Error - "No User Configured":Description: This error occurs when the host

marketing

Insights

social

Service

Knowledge Base Article

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Troubleshooting Screens

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Gainsight Community - Account Addition

We are introducing an integration with Gainsight Community, a community management platform similar to Lithium/Khoros that enables peer-to-peer engagement. It brings customers, users, and product teams together in a collaborative, self-service environment for Q&A, idea sharing, product updates,

social

Sprinklr Social

Channels - SES

New Article

+2

Knowledge Base Article

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Account Addition - Gainsight Community

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Voice Debug Console

Voice Debug Console offers comprehensive insights into every aspect of incoming voice calls on Sprinklr. It provides detailed analysis, ranging from call quality assessments to identifying reasons for disconnections. Voice Debug Console simplifies the debugging process for voice calls from an admini

Sprinklr Service

Updated Article

26.4

Knowledge Base Article

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Testing and Debug Logs​

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Add a Stack Exchange Account

Stack Exchange is a large and much trusted online community consisting of 170+ Q&A websites on topics in diverse fields. Each site covers a specific topic, where questions, answers, and users are subject to a reputation award process. The reputation system allows the sites to be self-moderating.

social

Stack Exchange

Add a Stack Exchange Account

Knowledge Base Article

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Stack Exchange

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Autowrap in After Call Work (ACW)

The autowrap feature in After Call Work (ACW) is designed to boost the productivity of call center agents by automating the after-call work process. This functionality allows the predefined auto-wrap values of fields to be automatically applied in case an agent fails to submit the ACW manually, ensu

Sprinklr Service

20.7.1

Service

Updated Article

Knowledge Base Article

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Auto Wrap After call work