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Voice Details Report

The Voice Details Report provides insights on the live calls (inbound and outbound) that are in IVR, Voice Bot, with agents, or being dialed. This helps infer the number of active calls with respect to the state/stage of the call.The Voice Details Report belongs to the Real Time Reports Report Group

Service

Knowledge Base Article

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Detailed Report Glossary

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Compose Snapchat Story Ads

Advertise on Snapchat and reach a wider group of audience.​Through Snapchat Ads in Sprinklr, you can advertise to an audience of 186 million daily active Snapchatters (https://forbusiness.snapchat.com/), allowing your brand to reach a highly engaged and active audience.​To learn more, click on Ads C

marketing

Knowledge Base Article

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Compose Snapchat Ads

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Generate External Link for Production Dashboards

In this article, you will learn how to generate a link to your production dashboard that can be accessed by non-sprinklr/external users.How it worksOn the Production Dashboard window, click on the Options icon in the top right corner.Click on the Get External Link option from the dropdown. Sele

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Production Dashboards External Sharing

External Link Sharing

External Sharing

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Knowledge Base Article

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Advanced Functionalities

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Facebook & Instagram Ads Reporting Dimensions

Leverage this detailed list of all Facebook and Instagram dimensions available in Sprinklr's Ads Reporting to gain more insight into your Facebook and Instagram Ads. Given below is a list of all Facebook and Instagram dimensions, along with their descriptions.Dimension NameSprinklr Dimension Na

marketing

20.10

Updated Article

Sprinklr Marketing

Knowledge Base Article

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Reporting & Analytics

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Status Card

Using Status Cards, you can update your customers regarding the health of a key resource at a glance. These key resource could be a website or service that they interact with frequently. By showing the status of this resource directly, customers don’t have to reach to agents repeatedly. Hence, this

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Knowledge Base Article

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Home Screen

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Enabling the Debug Log in Care Console

Before you BeginEnsure that you have enabled the correct permissions for the Care Console Manager.Follow the steps mentioned in this article to navigate to the Care Console ManagerSetting the Record Manager Layout with the Debug LogClone the Default Layout.Add the Debug Log as a widget and save the

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Knowledge Base Article

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Testing Bot Workflows

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Macro Extract

This documentation outlines the extract capturing macro usage activity within digital case interactions. The Macro Extract provides event-level records reflecting each instance where a macro is applied to a case in the platform.Each row represents a specific macro application event, capturing the as

Knowledge Base Article

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Digital Data Extracts

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Pause & Resume After Call Work

1. Pause & Resume Overview: This feature prioritizes customer incoming calls over filling After Call Work (ACW) forms. Admins configure capacity settings to ensure ACW is overwritten by incoming calls in unified routing.  The feature pauses the ACW timer during incoming calls, not affecting the

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Pause and Resume ACW

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Survey Response Details Report (Separate Dimension)

The Survey Response Details Report (Separate Dimension) provides comprehensive details of customer responses to survey questions. It includes basic information about the associated Case, such as sentiment, agent details, and last message details. Each question is presented as a separate Dimension, w

Service

Knowledge Base Article

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Detailed Report Glossary

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Prerequisites and Permissions for Ticket Management

Before using the Ticket Management module in Sprinklr, ensure the following prerequisites and permissions are in place:PrerequisitesThe Entity Studio (also known as Entity Manager) persona app is created for your account.The respective Dynamic Property (DP) is enabled for your account.Note: To enabl

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Knowledge Base Article

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Prerequisites and Permissions

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Conversation Screen Footer

You can customize the footer of the Live Chat conversation screen to meet your requirements. You can add a disclaimer or information card, add a persistent menu, set the character limit for responses, add message placeholder text, and more.Enable BannerYou can add a banner to the Conversation screen

26.1

Sprinklr Service

20.7.1

Service

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Knowledge Base Article

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Conversation Screen

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Data Connector Activity Log

The Activity page in the Unified Data Connector provides a comprehensive list of all edits made to a connector after its creation. It offers detailed, record-level information on modifications and helps track the connector's configuration and execution history.Activity Page - An OverviewThis page pr

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Insights

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Knowledge Base Article

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Monitoring Data Connector Activity

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User Availability SLA

Overview:​​The User Availability Report allows users to analyze and monitor agent availability and status within a given time range. This report has a record of every single availability status change and login status and the time in status will populate once the status is removed i.e. Time in statu

Service

Knowledge Base Article

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Report Glossary

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Data onboarding using Salesforce Marketing Cloud

To deliver the best customer experience, it is important that brands reach the right audience with the right message at the right time. This can be achieved by sending event-triggered communications to customers and prospects. For this, marketers need to have access to customer journey data. Custome

marketing

Insights

social

Salesforce Marketing Cloud

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Knowledge Base Article

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Marketing Cloud

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Agent Case Macro Usage Report

The Agent Case Macro Usage Report shows the performance of agents regarding the usage of Macros on Cases. It includes the count of Macros applied and the timestamps when each Macro was applied at the Case level. This information helps supervisors track Case movement and transfers based on the number

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Knowledge Base Article

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Detailed Report Glossary

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Set Up and Use Live Chat for Distributed Users

You can use Live Chat to communicate or share information with the Distributed users. Both you as well as the Distributed users can initiate the conversation through Live Chat. You can either continue with an existing conversation or start a new thread. Before You Begin To set up and use the Live

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Social - SES

DST - SES

Knowledge Base Article

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Service (Distributed Admin)

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Sprinklr Unified Platform (Integrations and Sandbox) and Cross Products (Display/Presentations): 20.2.1 Release Notes

Sprinklr Unified Platform and Cross Products' latest 20.2.1 release introduces a range of exciting new capabilities to enhance integration flexibility and security and simplify workflows. Here are the key features included in Sprinklr's latest release:

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social

Service

Knowledge Base Article

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20.2.1 Patch (26th Feb '25 Onwards)

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Digital Queue Performance Extract

The Digital Queue Performance Extract provides an aggregated, queue‑level snapshot of how digital support queues are performing over time. This indicates the performance at a contact level (multiple assignments happening at the work queue, where one case can have multiple contacts. Its purpose is to

Knowledge Base Article

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Digital Data Extracts

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Standard Voice Extracts - Outbound

Section 1: Call Detailed ReportThis is an agent level report and thus the Call Activity values recorded are based on/ derived from the Agents’ console or the workspace. This section gives insights on every case with respect to each agent involved in the case, provides the time split/ time taken duri

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Standard Outbound Voice Dashboards

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Right to Access Cases

The Right to Access Cases section under Privacy complies with Data Subject's right to Transparency as defined under GDPR. It confirms the right to access the data about an individual within Sprinklr. To Navigate to Right to Access Cases Click the New Tab icon  and select Right to Access

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Insights

article:howto

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Knowledge Base Article

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Privacy Guides