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Assignment Engine Report

The Assignment Engine report shows the number of calls answered and abandoned in the selected time range at the queue level. This report also displays the service level for various queues. Since this report shows how long it takes for calls to be answered or abandoned, you can determine the customer

Service

Knowledge Base Article

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Report Glossary

RS
Agent Performance- Time Card

An Agent Performance Time Card typically refers to a detailed record or report that tracks the performance of customer support agents or employees over a specific period. This report includes data related to the agent’s work hours, tasks completed, response times, customer interactions, and other re

Service

Knowledge Base Article

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Detailed Dashboards

SH
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

+2

Knowledge Base Article

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Conversation Screen

RS
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

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Video Calling Report

The Video Calling Report captures key parameters such as call duration, start/end times, agent assignment details, and conversation types for video calls (for example, audio-only or video). It helps organizations assess the performance of video calls, monitor agent efficiency, and optimize the effec

Service

Knowledge Base Article

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Detailed Report Glossary

RS
Agent Digital Performance Report

The Agent Digital Performance Report provides a comprehensive analysis of agent performance across digital channels, including chat, email, and social media. This Report enables supervisors to monitor digital engagement, identify areas for improvement, and ensure consistent, high-quality customer se

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Report Glossary

SH
Import data through Excel Import

Sprinklr enables you to import user profiles from CSV or Excel files.You can add a CSV or Excel file containing all the audience profiles to be added to specific Profile Lists via Audience Profile in Sprinklr.Under Sprinklr Marketing, click Audience Profiles.​​​In the top right corner of the Audienc

Service

Knowledge Base Article

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Import profiles through Excel

SH
Actions Availaible in the Journey Builder Canvas

Actions and Conditions are the building elements of a customer journey flow. Arrange different actions and conditions in a way that the customers move along the mapped path to achieve the journey goal.Journey Elements - Actions and ConditionsActions in Journey BuilderSend Message: This action elemen

experience:space

Automate Marketing Campaigns

article:howto

Marketing Automation

+6

Knowledge Base Article

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Journey Builder

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Outbound IVR Dialer

Outbound IVR dialers are the dialers in which a customer is dialed and directed to the IVR. Customers can navigate through the menu and can check relevant information depending on the options available.Configuration of Outbound IVR dialersThe Outbound IVR dialer needs to be configured in the followi

Service

Knowledge Base Article

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Dialers

RS
MS Teams Bot Account Addition

A Teams Bot account allows users to effectively converse in a one-on-one chat using text, media, and templates. Below are the steps to create a bot account and get it added in Sprinklr.Account Addition ProcessReach out to the internal IT support team at itsupport@sprinklr.com.The IT support team wil

Service

Knowledge Base Article

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MS Teams - Overview

RS
Agent Case Processing Time Report

The Agent Case Processing Time Report displays the total time agents spend on Cases using the Agent Console/Care Console or Third Pane. It includes overall time, timestamps, and counts of how often each Case was opened. This information helps supervisors track active working time on Cases based on t

26.1

Sprinklr Service

Service

Updated Article

+1

Knowledge Base Article

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Detailed Report Glossary

RS
Outbound Specific Reports

​Live Campaign Performance ReportThis is a live monitoring report drafted for the Campaign Manager persona. While the campaign is marked Active, this report provides the count of Agents in each state. For the agents who are assigned to the Campaign, this report details the agent’s current activity s

Service

Knowledge Base Article

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Report Glossary

SH
Sprinklr + AppsFlyer Integration

We have integrated the AppsFlyer Data Locker within Sprinklr to empower marketers to maximize the return on their marketing investments. It provides independent measurement solutions and innovative tools to grow and protect your business.With Sprinklr’s integration with AppsFlyer, you are able to vi

Integrations

AppsFlyer

Knowledge Base Article

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AppsFlyer

SH
Send an event

sprChat('sendExternalEvent')​This API can be used to publish a message or an event in an ongoing open conversation.An event is a special kind of message that Sprinklr bot understands and responds to. It is like a signal to the bot only and is not visible to the user in the conversation.Par

Service

Knowledge Base Article

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SDK Methods

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Consent Withdrawal Cases

The Consent Withdrawal Cases section of under Privacy was created to comply with Data Subject's right to Opt Out as defined under GDPR. The process of 'opting out' takes place in multiple formats on various sites and types of marketing, most likely outside of Sprinklr. For example, mo

marketing

Insights

article:howto

social

+2

Knowledge Base Article

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Privacy Guides

RS
Message Extracts

This extract provides granular visibility at the individual message level. Each record corresponds to a unique message identified by a Universal Message ID and captures key attributes such as message type, intent, and other message-level properties.PurposeTo analyze message-level interactions across

Sprinklr Insights

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

RS
Unified API for WeChat Customer Service on Sprinklr

You have the capability to use WeChat Customer Service as a channel for your customer care services. WeChat Customer Service accounts will be added to Sprinklr as accounts, and all messages sent to these accounts will be routed to Sprinklr. You can create multiple contact URLs for each customer serv

social

Knowledge Base Article

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WeChat Customer Service Account

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Unified API for WeChat Customer Service on Sprinklr

You have the capability to use WeChat Customer Service as a channel for your customer care services. WeChat Customer Service accounts will be added to Sprinklr as accounts, and all messages sent to these accounts will be routed to Sprinklr. You can create multiple contact URLs for each customer serv

WeChat Customer Service on Sprinklr

social

WeChat Customer Service

Unified API for WeChat Customer Service on Sprinklr

Knowledge Base Article

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WeChat Customer Service

RS
Survey Response Details Report (Single Dimension)

The Survey Response Details Report (Single Dimension) provides details of the responses/ answers received from the customers on the Surveys for all the questions. This further includes basic details of the Case associated with the Survey, like sentiment, agent details, and last message details for m

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Report Glossary

RS
Whisper Barge-In Report

The Whisper Barge-In Report shows detailed information about call monitoring activities, including Listening, Whispering, and Barge-In actions performed within the system. These activities can be performed by supervisors on the Supervisor Console, providing details of the supervisors who initiated t

Service

Knowledge Base Article

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Detailed Report Glossary