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What are Sprinklr's Conversational Analytics Capabilities?

Intent LevelsFor Contact Drivers analytics, you can set up multiple levels of intents (L1 → L2 → L3) to get a more detailed comprehension of Contact Drivers. When agents drill down into the L1 intent level, they can view the associated L2 intents. Similarly, by drilling down into L2, they gain visib

Service

Knowledge Base Article

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What are Sprinklr's Conversational Analytics Capabilities?

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Universal Search: Outbound Message Option

Universal Search supports searching by Outbound Messages. Outbound Messages can be searched by Outbound Post ID, Message ID, Channel, Account, Campaign, and by Author. Use this feature to review past outbound messages from anywhere within the Sprinklr platform. To Search Outbound Messages In

experience:space

feature:content-marketing

Insights

article:howto

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Knowledge Base Article

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Universal Search

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Sprinklr Unified Platform (Integrations) and Cross Products (Display/Presentations): 20.2 Release Notes

Sprinklr Unified Platform and Cross Products' latest 20.2 release introduces a range of exciting new capabilities to enhance integration flexibility and security and simplify workflows. ​

marketing

Insights

social

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Knowledge Base Article

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20.2 Release (4th Feb '25 Onwards)

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Sprinklr Marketing: 19.2 Capabilities and Enhancements

Sprinklr's latest release offers 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 click on a Product title to 

marketing

Insights

social

Service

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19.2 Release (Feb 17-25, '24)

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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

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Knowledge Base Article

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Older Versions

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Outbound Admin Persona Overview

The admin persona plays a crucial role in the effective management and oversight of the voice management system. As an administrative user, the admin persona has extensive control and responsibility over the configuration, monitoring, and optimization of both outbound and inbound calls to get the be

Service

Knowledge Base Article

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Overview of simplified Outbound Admin experience

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Understanding Service Analytics Data Source

Sprinklr Service’s Reporting and Analytics (also called Reporting) provides detailed insights on Key Performance Indicators (KPIs) and enables you to quickly analyze customer-service trends and insights.Reporting in Sprinklr involves creating Widgets and configuring the Metrics and Dimensions accord

Service

Knowledge Base Article

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Understanding Service Analytics

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Product Assets

Product CardProduct Card is used to display information about the brand’s product to their users. Brands have the capability to actively engage through this card which will include - the image, headline of the product, the details of the product along with a button label (which can be customized to

Service

Knowledge Base Article

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Rich Text Assets

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Integrating Live Stream Chat

Brands can pair live video and product launches with Sprinklr’s stream chat for a real-time messaging experience for their customers. Using this functionality brands can enable agents to monitor conversations, use moderation tools for deleting messages and blocking users, and auto-detect spam messag

Service

Knowledge Base Article

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Live Stream Chat for Commerce

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Audit Logs

The Audit feature tracks current and past conversations and provides access to the Debug Log, offering insights into response accuracy, language comprehension, and error handling to help optimize the Sprinklr AI Agent’s performance.Access Audit LogsOn the Sprinklr AI Agent window, click Audit Logs f

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Sprinklr Service

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Audit Logs

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Bulk Import Time Off Request and Balance

You can import Time Off requests and balances in bulk using spreadsheets. Using this functionality, you can import Full-day or Partial-day Time Off requests. This feature eliminates the need to update each agent’s Time Off balance manually and makes it easy to sync data from external leave managemen

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Sprinklr Service

New Article

Service

Knowledge Base Article

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Time Off Management

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Standard PI Dimensions

Building BlocksProductSprinklr Products are digital representations of tangible products that clients want to report on and analyze based on feedback from customers.MentionThe base unit of analysis within Sprinklr Listening. One mention is essentially one post or comment from a data source.Product I

Insights

Knowledge Base Article

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Metrics & Dimensions

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Case Queue Extract

The Case Queue Extract captures structured, time-bound records representing the movement of cases across case queues during their lifecycle - where each case queue represents various stages of the case. Each record reflects a discrete case queue session — beginning when a case is assigned to a parti

Knowledge Base Article

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Digital Data Extracts

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Boost Organic Posts in Distributed

What is boosting? Boosting is the paid promotion of a post on social media to increase its visibility and reach allowing it to be seen by a wider audience beyond your followers. Sprinklr provides you with the capability to allow distributed users to boost organic content using their Ad accounts

Distributed User

social

Boost Posts in Distributed

Social - SES

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Publishing & Calendar (Distributed Admin)

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Random Sampling of Cases for Assignment

Case sampling rules revolve around the idea of selecting cases from a larger pool based on defined conditions. This selection is done in a random and unbiased manner, allowing contact centers to distribute Cases between queues without skewing results. Business Use CaseDistributing Cases between mult

Service

Knowledge Base Article

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Additional Use Cases

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Text-to-Speech Overview

By utilizing text-to-speech technology, brands can broaden the accessibility of their text messages and card assets in live chat interactions, making them more inclusive for a diverse audience. This approach allows businesses to deliver a seamless and engaging user experience that meets the needs of

Service

Knowledge Base Article

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Text to Speech

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How to Compose Ads Campaigns from Ads Manager Pivot

Compose campaigns from Ads Manager PivotFOLDER STRUCTUREAs per the docTAGS: Ads Pivot, Ads ManagerSUMMARYThis article will cover the advanced Build From Table capability which is a powerful tool that allows you to build iterations of Ad Sets and Ads by selecting components/assets from the Ads Pivot

marketing

Knowledge Base Article

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Functionalities

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Sprinklr 16.10.0 - Sprinklr Service 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 click on a

experience:space

Sprinklr Patch Release

16.10 Patch Release

Sprinklr Patch Release v16.10.0

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v16.10.0 (August-November)

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Ads Settings Roles & Permissions

Ads Roles and Permissions with respect to Ads Settings play a critical role in managing access and responsibilities within digital platforms. This article will explain in detail the permissions for Ads Settings, outlining the specific privileges and controls available to users tasked with managing a

marketing

Roles and Permissions

Advertising

Governance, Securities and Admin Capabilities

Knowledge Base Article

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Ads Settings

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ASR Contextualisation of Entities

OverviewIntroducing the concept of improving ASR(Automatic Speech Recognition) system accuracy and efficiency through data type hints.Adding Data Type Hints for Voice BotWhen collecting specific information (e.g., mobile number), provide a data type hint to the ASR system.Pass a hint like 'nume

Service

Knowledge Base Article

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Setup Entities