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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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AI Tracking Engine

The AI Tracking Engine Report for contact drivers aids in tracking success rates and failures of the AI model, testing configurations, simplifying debugging, and providing continuous monitoring of contact driver detection.The AI Tracking Engine Report belongs to the Conversational Analytics Report

Service

Knowledge Base Article

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Detailed Report Glossary

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Self-Service Tools

The self-serve capabilities of Sprinklr empower customers to help themselves with tools and resources to research, evaluate, and make informed decisions about products or services independently, reducing the need to seek help.  Knowledge Base and FAQs: Sprinklr’s self-serve knowledge base and FAQs p

Service

Knowledge Base Article

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Self-Service Options

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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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Dialer Selection during External Transfers

Sprinklr Voice now allows agents to select a dialer during external call transfers. This article provides information on the behavior of dialer selection and call flow during an external transfer in Sprinklr Voice. Key CapabilitiesAgents can select a dialer when transferring calls externallyAdmins c

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Dialer Selection

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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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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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Controlling Stickiness wait in different Availability Status

Efficient customer follow-up is essential for providing seamless support experiences. To enhance this process, Unified Routing introduces the concept of Stickiness, allowing organizations to route returning customers to the same agent with whom they have interacted last time. This assignment is norm

Service

Knowledge Base Article

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Additional Use Cases

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Generating Personalized Links Using Transactions

This feature allows you to create personalized, trackable links for each transaction, enabling targeted survey distribution based on individual customer interactions. By utilizing transaction metadata, every customer receives a unique link tailored to their specific experience.These unique transacti

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Personalised Links

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Add a Trustpilot Account

Adding a Trustpilot account in Sprinklr allows your team to engage, publish, report, and monitor your brand's Trustpilot account from the Sprinklr platform. To learn more about getting this capabil

experience:space

article:howto

social

product:platform

+5

Knowledge Base Article

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Trustpilot

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Mapping Configuration Screen for Email

You can map the source headers to the Sprinklr destination fields using this screen. Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating the entities in Spri

marketing

Insights

social

Service

Knowledge Base Article

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Mapping Configuration Screen for Email

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Digital Queue Report

The Digital Queue Report provides comprehensive Queue details for all digital channels, including live chat, email, and social platforms such as Facebook, WhatsApp, and Reddit. It offers in-depth information on service levels, service rates, abandons, cases assigned, and handle times associated with

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Detailed Report Glossary

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Automatic Survey IVR

IVR survey is one of the most efficient ways to collect customer feedback for the interaction happening between agent and customer. In this article we will learn how to configure automatic survey IVR which gets triggered just after agent disconnects.​Business Use CaseWhenever the agent-customer conv

Service

Knowledge Base Article

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Setting up Agent Persona

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Advocacy On-Site Member Management Capabilities

Sprinklr's Advocacy Site offers the feature of On-Site Member Management, which allows Administrators to selectively delegate the authority of Member Management to specific cherrypicked Advocates, thereby empowering these Advocates with the ability to approve, reject, revoke others ImportanceUnified

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Advocacy User Management

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Sprinklr Social: 19.2 Capabilities and Enhancements

Sprinklr's 19.2 release comes with exciting new capabilities(Publishing, Engagement, Distributed, Advocacy) that will further enhance your experience of using the platform.

marketing

Insights

social

Service

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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Support for Import of Live Chat Cases Using Single Case Format

In Single-Case file format, a single zip file contains a Metadata File and a Message File that corresponds to a single Case. Here in the metadata file, there is one conversation id corresponding to one Case. In a Message file, if there are 10 messages corresponding to a single Case, the Message File

marketing

Insights

social

Service

Knowledge Base Article

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Supported Format for File Based Connectors

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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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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

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Mapping Configuration Screen for Live Chat

You can map the source headers to the Sprinklr destination fields using this screen. Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating the entities in Spri

marketing

Insights

social

Service

Knowledge Base Article

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Mapping Configuration Screen for Live Chat

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Toggle Node Execution Tracking

The Toggle Node Execution Tracking feature lets you monitor how often specific nodes are executed during chat and voice interactions. It provides detailed reporting metrics to help analyze conversation flows and optimize process performance.​Accessing Toggle Node Execution TrackingPerform the follow

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Node Execution Tracking