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Schedule Callback for Abandoned Calls

In this article we will learn about how you can configure callbacks for customer who dropped with in the IVR.Business Use CasesSend Callbacks to callers who get dropped while waiting in the queue or in between IVR flow at any critical juncture like Payment, Card Blocking, Fraud, Emergency, etcCallba

Service

Knowledge Base Article

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IVR Advanced Use Cases

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How to Add Alt Text to Ad Images or GIFs

In a continuous effort to make Sprinklr accessible for one and all, we have introduced the capability to add Alt Texts to your Ad images or GIFs. You will have a text box dedicated to your alt text alongside the media within Creative Library, Ads Composer, and Ads Manager. You can also add alt text

marketing

Knowledge Base Article

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How to add Add Alt Text to Ad Images or GIFs

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Universal Product Cart Report - Live Chat

The Universal Product Cart Report provides detailed insights into customer shopping activity, tracking metrics like cart status, creation and modification times, purchase completion, and discounts applied. It helps brands analyze purchase behavior, monitor cart statuses, and evaluate total purchases

Knowledge Base Article

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Live Chat Commerce

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IVR Detailed Extract

IVR Detailed Extracts capture step‑by‑step information about how customers navigate through the Interactive Voice Response (IVR) system. These extracts provide a granular, event‑level view of every interaction that occurs before a caller reaches an agent, completes a self‑service action, or exits th

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Voice Data Extracts

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Defining routing logic (Routing configurations) - Skill based Routing

Routing Configurations are a set of action groups which perform actions on cases pending in the work queue based on defined conditions. The routing checks all the pending cases in real time and instantly performs the defined actions on the case like dropping the skills tagged with the case, increasi

Service

Knowledge Base Article

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Setting up Skill based routing

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Publish to Viber

Sprinklr supports a number of publishing and engagement capabilities for Viber once you've linked your Viber account through Sprinklr. In this guide, we'll walk through how to publish public posts on Viber.​Before You BeginEnsure that you've linked your public Viber account in Sprinkl

social

Service

Knowledge Base Article

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Publishing

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Configuring Audit Checklist for User

Audit checklists support Quality Managers in manually evaluating customer-agent interactions to ensure service quality, adherence to company policies, and customer satisfaction. These checklists are also used by Supervisors, Admins, and other Quality personnel for calibration and consistency in eval

Service

Knowledge Base Article

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User Level Evaluation

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Ads Creative Library FAQs

Will an approved draft creative get published when selected in an Ad?Yes. Whenever a post or ad creative in the approved draft state is used in an ad variant, it will be published on the channel along with the ad variant. This functionality is applicable to Facebook, Twitter, LinkedIn, and Pinterest

marketing

Knowledge Base Article

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Ads Creative Library: FAQs

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Queue Performance Voice

A Queue Performance Voice Report that tracks real-time updates and service level agreements (SLAs) at the queue level plays a crucial role in managing and optimizing call center operations. This report continuously monitors and provides immediate insights into how well the contact center is meeting

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Dashboards

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Digital Queue Performance Report

The Digital Queue Performance Report provides queue-level visibility into how contacts flow through digital queues and how efficiently they are handled by agents, using Contact ID as the core unit of measurement. While the report focuses on digital queues, Contact ID is a shared construct across bot

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Report Glossary

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Standard Dashboards

The Standard dashboards are a part of Service Analytics Data Source , designed to address key industry use cases and KPIs, giving you quick access to relevant insights. They come with out-of-the-box metrics and dimensions to reduce setup time and speed up the delivery of insights. These offerings ar

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Overview

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Configure a rule to resend surveys

How by configuring rules, you can resend surveys to customers across multiple channels leveraging custom automation triggers.After building surveys in the Survey Builder and sending them to customers, you can establish the scenarios under which you send the survey reminders to customers using the Re

Surveys

Service

Rule Engine

Knowledge Base Article

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Sending Surveys

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Drilldown to Queue Pending and In-progress Cases

Unified Routing provides the capability to supervisors to view details of specific queues which helps in analysing how cases are assigning to the agents. To view queue details, Click on three dots beside any work queue name and click View Details. This will open a third pane on the right with differ

Service

Knowledge Base Article

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Queue monitoring

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Where to find Benchmarking?

Login to the Sprinklr platform.Click on the icon (highlighted in the screenshot) in the top right corner to open the launch pad.Click on the icon in the top left corner to open a new tab.Select Sprinklr Insights as highlighted below – You can access 3 primary Benchmarking entities from the launch pa

Insights

Knowledge Base Article

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Where to find Benchmarking?

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Location Insights on FPDI data

What is FPDI?Apart from social and review data, there are various forms of first-party data, such as surveys, feedback, and reports, that an organization may maintain with them. Sprinklr has the functionality to run its Location Insights models on these types of data as well, in the form of FPDI – F

Insights

First Party Data Ingestion

Location Insights

Knowledge Base Article

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Sources

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Knowledge Base Widget in Sprinklr Live Chat

With different self-service options in Sprinklr Live Chat, you can make it easier for your customers to solve their own issues without reaching out to the brand and reduce the extra caseload for your live customer service agents.You can embed your Knowledge Base articles directly into the Sprinklr L

Sprinklr Live Chat

Knowledge Base

Service

Knowledge Base Article

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Self Service in Live Chat

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Roles and Permissions in Community

Roles and Permissions feature provides a user-friendly way to effortlessly manage access rights for your community members and brand administrators. With this feature, you can easily create custom roles tailored to suit the needs of your organization. A key benefit of the feature is the ability to g

Service

Knowledge Base Article

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Roles and Permissions

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Home Page

Home Page provides a thorough overview to the agent of his overall performance metrics and the daily tasks that are assigned to him. This helps agents to monitor their daily activity from a single place. In this article we will learn about distinctive features which are included in the home page.   

Service

Knowledge Base Article

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Care Agent Persona - Digital

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Publishing Field Glossary(Advocacy)

Relevant personasMarketing managers and executives who want to publish on their Advocacy site using key publishing capabilities in Sprinklr to enhance the content published to the site.Content approvers do not want any content that they have not approved to get accidentally published. Content creato

Advocacy

Advocacy - SES

social

Sprinklr Social

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Knowledge Base Article

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Content Curation

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Setting Up Hierarchical Reporting

This functionality assists you in arranging survey data in line with your organization’s hierarchy, facilitating easier access and analysis of pertinent information for teams at various levels. The organized method guarantees that feedback data can be efficiently leveraged across numerous survey ini

Sprinklr Insights

26.1

Insights

20.10

+1

Knowledge Base Article

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Hierarchical Reporting