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RS
Co-Browsing Report

The Co-Browsing Report shows real-time screen-sharing sessions, where agents guide customers through on-screen navigation. It provides insights into session frequency, duration, and the modes used, helping brands identify behavioral patterns, assess session outcomes, and evaluate the effectiveness o

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Consolidated Glossary

The Consolidated Glossary is designed to help you understand the various Metrics and Dimensions used in Sprinklr Service’s Reporting. It includes definitions and explanations for metrics, along with the specific reports they are associated with. This glossary ensures that users can accurately interp

Service

Knowledge Base Article

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Consolidated Glossary

RS
Login Logout Extract

This documentation outlines the extract capturing agent login and logout timestamp data. The Login-Logout Extract provides session-level records reflecting when agents log in to and log out of the platform.Each row represents a unique login session and includes the corresponding login timestamp, log

Knowledge Base Article

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Agent Data Extracts

RS
Chat Action for Video Call

This is only required for customer-initiated video calls.Configure Chat Action for Video CallAdd the chat action for a video call. Note that it will not be displayed automatically to the customer; it needs to be enabled through the Rule Engine.Navigate to Live Chat Care and either edit an existing a

Service

Knowledge Base Article

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Configuration Steps

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ACW Reporting

After-call work (ACW) refers to the process of documenting and tracking the tasks and activities that are performed by customer service representatives after a customer call is finished. This can include tasks such as entering notes about the call into a customer management system, updating customer

Service

Knowledge Base Article

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ACW Reporting

RS
Sprinklr Social: 26.1 Release Notes

Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

26.1

marketing

Insights

social

+3

Knowledge Base Article

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26.1 Release (7th Jan '26 Onwards)

RS
Detailed Call States Extract

Detailed Call States Extract captures the detailed call states that a particular voice interaction goes through. It segments and provides granular, each call state-level records representing the different stages a call progresses through during its lifecycle.Each call generates multiple state events

Knowledge Base Article

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Voice Data Extracts

RS
TRAI- India Government Regulation on SMS Link Structure

The new regulation from the Government regulations states that senders can utilise shortened URLs only if these URLs clearly indicate their relationship with the sender. This means that any shortened URL included in your SMS communications must reflect the business sending the message. To comply wit

Publishing - SES

social

Social - SES

Knowledge Base Article

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Advanced capabilities

SH
Things to know before creating an IVR

Clicking on Create / Edit will open up a canvas as shown below. IVR builder offers a complete drag and drop interface along with various modules (or nodes) - each having a different functionality. 6 Major ComponentsCanvas: The canvas is the working area of the builder, where you build an IVR Workflo

Service

Knowledge Base Article

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What is an IVR?

RS
Use Default Footer Templates​ for Enhanced Content Efficiency

There may be a specific set of hashtags or some specific terminologies that you use in almost every post. Naturally, you must write and add these hashtags or sets of text every time that you are creating a post. Sprinklr's default hashtags or default text templates will help you avoid repetitiv

Default Footer Templates

Advocacy

Advocacy - SES

social

+2

Knowledge Base Article

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Content Administration

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Creating and Assigning Capacity Configuration to Agents

Unified routing gives us the ability to manage the assignment of cases or tasks in a more robust and precise way, which helps teams manage their resources efficiently and cater to customer queries proficiently and smoothly. In this article, you will learn about how unified routing helps you to manag

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Setting up Agent Capacity

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Survey Questions Types

You can add survey questions using different question types such as multiple-choice, rating scales, and open-ended questions, among others. This ensures that the survey questions are relevant to your target audience.​ The type of question you select will determine the way that your customers provide

Surveys

Service

Knowledge Base Article

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Survey Builder

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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

RS
Callback Extracts

Callback Extracts capture detailed information about callback and task requests created with respect to different voice conversations.These extracts track the complete lifecycle of a callback task—from the moment a customer opts for a callback/ agent creates a callback for the customer, to when the

Knowledge Base Article

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Voice Data Extracts

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Detailed Call States

The Detailed Call States provides a comprehensive view of the call's journey as it progresses through Sprinklr system. It shows when each state was applied to the call, along with information about the caller associated with that state and the timestamp of the event. The Detailed Call State Rep

Service

Knowledge Base Article

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Detailed Report Glossary

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Voice Transfer Report

This report utilizes Social Analytics as its data source and provides a detailed overview of call transfers, encompassing crucial data points such as agent information, transfer types, transfer times, and transfer statuses. When you examine these elements, you gain insights into call handling effici

Service

Updated Article

26.4

Knowledge Base Article

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Voice Use Cases

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Sprinklr Unified Platform (Integrations) and Cross Products (Display/Presentations): 20.4.1 Release Notes

Sprinklr Unified Platform and Cross Products' latest 20.4.1 release introduces a range of exciting new capabilities to enhance integration flexibility and simplify workflows. ​

marketing

Insights

social

Service

Knowledge Base Article

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20.4.1 Patch (11th May '25 Onwards)

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YouTube Channel Updates

Keep up with the latest YouTube Channel updates here.​Youtube Channel UpdatesMarch 2023Monetise Youtube Video - Youtube has rolled out Content ID APIs allowing us to monetise Youtube Videos from Sprinklr. To know more about how to monetise Youtube Videos please check out Monetise Videos from Sprinkl

social

Knowledge Base Article

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Know More

SH
Seamlessly Connect Your Conversational AI App to Channels

OverviewOnce your Conversational AI app is set up, the next step is testing it to evaluate user experience and flow accuracy. To connect your app with a channel, there are two methods. The first method scales using bot rules via the Rule Engine. In this article, we'll focus on the simpler seco

Service

Knowledge Base Article

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Bot Rule Setup

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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

Service

Knowledge Base Article

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Detailed Dashboards