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Agent Schedule Management on Sprinklr Mobile Application

Agents can view their schedules using the Sprinklr mobile application, where the schedule screen serves as the primary landing page after login. The experience is very similar to the standard browser version of Sprinklr, ensuring consistency across platforms. From this screen, agents can check their

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Sprinklr Service

New Article

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Knowledge Base Article

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Agent Schedule Management

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Explore Option in Reporting Widgets in the Mobile App

From Reporting in the Sprinklr Mobile App, you are able to drill-down into widget data for further analysis.Enhancement in Reporting in the Mobile App<span class="doc-editor__marks__fontHighlight" style="background-color:rgba(255, 255, 255, 1)"><span class="doc-editor__marks__fontFamily" st

Insights

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Knowledge Base Article

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Explore Options in Reporting Widgets

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Troubleshooting Errors in Voice Reporting

List of some errors and misinterpretations observed in Voice divided by the categories.GeneralChallengeSolutionGetting this error message , " Widget not able to populate more than X rowsReduce time range to populate the dashboardAgent/Agent Group filter not working on call countUse "All Pa

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Knowledge Base Article

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Common Errors in Reporting

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Screen Components

OverviewIn a customer-facing guided workflow, you can easily gather input from customers by utilizing various components available on a Screen. These components are designed to collect specific types of information from the user such as text, numbers, radio buttons, picklists, etc. To ensure the acc

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Knowledge Base Article

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Getting Started with Customer-Facing Guided Workflows

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Customer-Facing Guided Workflows in Knowledge Base Articles

OverviewTo enhance customer self-service, incorporating step-by-step troubleshooting workflows into knowledge base articles can be highly beneficial. These interactive elements guide customers through a series of instructions, enabling them to resolve issues or accomplish tasks more easily.​When cus

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Knowledge Base Article

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Guided Workflows in Knowledge Base Articles

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Guided Workflow Canvas

OverviewThe guided workflow canvas serves as the builder's workspace, where you can add nodes to execute different actions. By placing and connecting these nodes on the canvas, you can visualize the flow of your guided workflow through a clear and intuitive diagram. Here are the key functionalities

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Sprinklr Service

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Knowledge Base Article

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Getting Started with Customer-Facing Guided Workflows

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What is a Customer-Facing/External Guided Workflow?

OverviewA Customer-facing/External Guided Workflow is an interactive, step-by-step interface that empowers customers to independently address their queries. It can be seamlessly integrated into client websites, Sprinklr communities, or knowledge base articles. These workflows offer a wide range of f

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Knowledge Base Article

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What is a Customer-Facing Guided Workflow?

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Video Call Logs

Learn how you can access video call logs and any information recorded from your call history in your Video Call Log pane in Care Console.​Within the third pane of Care Console, you can view all the events that have happened during a video call on a case, for example, who cancelled the call, if there

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Knowledge Base Article

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Additional Features

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Using Appointment Nodes in Dialogue Tree

Now that you have set up slots for agent availability and linked them to an Appointment booking template, you need a way to publish it to the end user and actually set up the appointment based on the selected date and time.​Following are the appointment booking-related nodes and steps used in Dialog

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Knowledge Base Article

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Configuration Steps

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Agent Journey

At the time customer books an choose, the case is soft-assigned to an agent and that agent is notified of the same. Soft- assignment means that the agent's capacity is blocked so that customers are not able to double-book an agent. Four types of notifications: At the time appointment is created

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Knowledge Base Article

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User/Agent Journey

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LiveChat not showing up while passing authenticated user details

Check the expected hash for any authenticated user passed inside chat settings.Hover over the Options icon alongside your Live Chat Application and select Validate User Hash.  On the Validate User Hash window, enter User ID, Profile Image URL, First Name, Last Name, Phone Number and Email. Click Cop

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Knowledge Base Article

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Troubleshooting

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Hide chat when no. of chat agents is less than x

The chat icon for website visitors can be hidden based on agent availability to handle those chats. If the number of agents who are available to handle chats is less than a specified number, you can configure the chat icon to be hidden. Similar conditions can be applied for Manage unavailability of

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Knowledge Base Article

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Control Chat Visibility

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Configuration Steps

In order to enable this feature, please reach out to support at tickets@sprinklr.comClick the New Tab icon . Under the Sprinklr Service tab, select Live Stream Care within Listen.On the Live Stream Events window, click Add Live Stream in the top right corner.On the Create Your Live Stream window, ad

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Knowledge Base Article

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Stream Chat

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Tracking past assignments from reporting

Supervisors can use Sprinklr's powerful Care Reporting module for tracking details of any past assignment with respect to Agent or Work queue. In this article, we will learn about different reporting metrics and how to plot reporting widget for checking past assignments.Creating Past Assignment

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Knowledge Base Article

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Reporting

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Suggest Coaching Sessions

Overview   Supervisors can recommend agents and specific cases for coaching sessions based on factors like poor performance or specific areas where improvement is needed. These recommendations are then reviewed by coaches, who can schedule these sessions tailored to the agent's needs. This feat

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Knowledge Base Article

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Coaching

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How to Setup AI Scoring Rules?

To get AI scoring on a case a Case Update rule has to be setup. Running that rule gives AI scoring on the cases. The different rule condition that is used while setting Up the Send to Scoring Engine actions are explained below.Audit Checklist - This lists out the checklists which are marked standard

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Knowledge Base Article

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AI Scoring and Insights

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Filter Quality Evaluations and Take Actions

You can filter evaluations based on various properties such as Evaluation Status (Completed, Agent Acknowledgment Pending, Re-evaluated, and so on.), Evaluation Type (Default, Calibration, Peer to Peer Calibration, and so on.), Auditor, Auditor Checklist, Score, and Snoozed State among other possibl

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Knowledge Base Article

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Common Rule Actions and Conditions

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Configure Default Filters for Auto-Suggested Articles in Widgets

System administrators can configure agents’ preferred Knowledge Base filters, such as language and country, to automatically apply to article auto-suggestions. These filters are applied to auto-suggested articles in both the Smart Assist Widget and the Knowledge Base Widget on the agent’s homepage.

Sprinklr Service

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Knowledge Base Article

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Knowledge Base for Agents

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Reporting on Smart Comprehend

You can create reporting widgets to view the usage and adoption of the Smart Comprehend capability.To configure a Reporting WidgetClick the New Tab icon . Under the Sprinklr Service tab, click Care Reporting within Analyze.On the Reporting Home window, select the desired dashboard within the Dashboa

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Knowledge Base Article

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Smart Comprehend

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Section Configurations

Section Configurations is a feature that enables users to modify and customize individual sections within a community page. This feature allows brands to divide a page into multiple sections and create distinct sections that align with the organization's branding and goals. The feature's f

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Knowledge Base Article

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Page Layout