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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

Service

Knowledge Base Article

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Home Screen

RS
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

Service

Knowledge Base Article

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Prerequisites and Permissions

RS
Case Processing Clock Extract

This documentation outlines the extract capturing case processing clock activity within digital case interactions. The Case Processing Clock Extract provides event-level records reflecting each instance where a processing clock is initiated for a case.Each row represents a single clock initiation ev

Knowledge Base Article

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Digital Data Extracts

RS
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)

RS
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

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

RS
Using the In-App SDK

The SDK for In-App Surveys allows brands to seamlessly integrate solicited feedback collection into their mobile apps during key customer interactions. Surveys can be triggered based on predefined conditions such as browsing behavior, session duration, or through custom events to capture targeted fe

Sprinklr Insights

26.1

Insights

20.10

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Knowledge Base Article

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Setting up the In-App SDK

RS
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

marketing

Insights

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Service

Knowledge Base Article

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Monitoring Data Connector Activity

RS
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

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Report Glossary

RS
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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Service

Knowledge Base Article

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20.2.1 Patch (26th Feb '25 Onwards)

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Multi-Sort in Stream Widgets for Inbound Analytics

When creating a Stream widget for Inbound Analytics in reporting, you have the option to define sorting criteria. Multi-sorting allows you to arrange messages based on specific metrics. For example, you can first sort the messages by the "Associated Case ID Metric" and then by the "Inbound Message D

Service

Knowledge Base Article

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Module Wise Use Cases

RS
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

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

SH
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

Service

Knowledge Base Article

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Standard Outbound Voice Dashboards

RS
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

RS
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.When you create a new widget in a reporting dashboard using the Real T

Service

Knowledge Base Article

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Detailed Report Glossary

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API to check visibility criteria for Sprinklr Live Chat

You can control the visibility of the Sprinklr Live Chat depending upon three conditions - Business Hours, Pending Cases in the Queue, and Agent's Availability.You can use this SDK to check the availability of the live chat widget based on the visibility configuration in the Live Chat builder.

Knowledge Base Article

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API

SH
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

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Salesforce Marketing Cloud

+5

Knowledge Base Article

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Marketing Cloud

RS
Updating a Ticket Using Guided Workflow

You can create a Guided Workflow that allows agents to search for and update existing tickets using specific fields. This Guided Workflow enables agents to efficiently locate a particular ticket, select it from the search results, and update it.The high-level steps for creating a Guided Workflow for

Service

Knowledge Base Article

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Update a Ticket Using Guided Workflow

SH
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

marketing

Insights

article:howto

social

+2

Knowledge Base Article

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Privacy Guides

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X Ads Reporting Dimensions

Leverage this detailed list of all X dimensions available in Sprinklr's Ads Reporting to gain more insight into your X Ads. Given below is a list of all X dimensions, along with their descriptions.Dimension NameSprinklr Dimension NameDimension DescriptionDateDateBreakdown of Data by Date.DayDay

26.1

marketing

Updated Article

Sprinklr Marketing

Knowledge Base Article

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Dimensions

SH
Right to Rectify Cases

The Right to Rectify Cases section of Privacy Cloud was created to comply with a Data Subject's right of Access and Rectification of their data as defined under GDPR.  Navigate to Right Rectify Cases Click the New Tab icon  and select Right to Rectify Cases under the

marketing

Insights

article:howto

social

+2

Knowledge Base Article

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Privacy Guides