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Track Customer Journeys in IVR Using Execution Data

The Customer Journey Reporting feature in IVR provides detailed visibility into how customers interact with your IVR flows. By using the Process Execution Analytics data source, you can track the sequence of node activities and analyze drop-offs, engagement, and completion rates.This report helps yo

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Track Customer Journeys in IVR Using Execution Data

RS
Smart Comprehend Features and Functionalities

This article outlines key features and functionalities of the Smart Comprehend module. Recommending Language-Variant Articles Based on Agent Platform LanguageSmart Comprehend supports recommending knowledge-base article variants based on the agent’s platform language, even when the case language is

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Smart Comprehend

SH
Reporting on Co-browsing

The metrics/dimensions that are available for reporting on co-browsing as well as some sample widgets are as follows: Metrics/DimensionsMetric/Dimension NameDescriptionCo-Browse Count The total number of co-browse sessionsCo-Browse DurationThe total duration of the co-browse sessionCo-Browse ModeThe

Service

Knowledge Base Article

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Reporting

RS
Lookup Field

The Lookup Field in Entity Studio is a field that establishes a relationship between two entities. It allows you to link records from one entity (the child) to another entity (the parent), thereby creating a dynamic reference. This field type enables the management of cross-entity relationships, whe

Knowledge Base Article

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Fields and Relationship

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Integrating Adobe Workfront with Sprinklr

The Sprinklr and Adobe Workfront integration creates a seamless connection between Adobe Workfront’s campaign planning and Sprinklr’s publishing workflows. With this integration, teams can plan campaigns in Adobe Workfront and automatically create draft posts in Sprinklr with the relevant metadata a

26.1

marketing

Insights

social

+3

Knowledge Base Article

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Adobe

RS
Bulk Disable Generative AI Features in Sprinklr

Sprinklr provides Generative AI (AI+) capabilities across multiple product modules, including Sprinklr Service, Insights, Marketing, Advertising, and Social. By default, these AI+ features are enabled for all environments post 20.7.1 release.Global Admins can use the Global Features configuration pa

Sprinklr AI+

marketing

Insights

social

+4

Knowledge Base Article

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Global Level Control

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Overview of PCI-Compliant Secure Forms

What is PCI compliance?PCI Compliance refers to adherence to a set of security standards created by the Payment Card Industry Data Security Standard (PCI DSS) Council for companies that accept, process, store or transmit credit card information. Developing these standards aims to protect sensitive c

Service

Knowledge Base Article

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PCI Compliant Secure Forms

RS
WeChat Reporting Glossary

In this article, we will cover the metrics that we support for WeChat.​Note: The Reporting Data is updated only for the first 7 days from the published date.​WeChat MetricsWeChat Audio Messages Count: As defined by WeChat, this is the number of user-sent messages by message type 'Audio'.We

social

Knowledge Base Article

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WeChat Reporting

SH
Wechat Reporting Glossary

In this article, we will cover the metrics that we support for WeChat.​Note: The Reporting Data is updated only for the first 7 days from the published date.​WeChat MetricsWeChat Audio Messages Count: As defined by WeChat, this is the number of user-sent messages by message type 'Audio'.We

WeChat

channels

social

Reporting

Knowledge Base Article

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Wechat reporting capabilities

RS
Call Forwarding and Dial External Number using DID Transfer Node in IVR

The DID Transfer Node in Sprinklr IVR enables call transfers to a specified destination number or SIP endpoint. This feature is commonly used to route calls to different departments, branches, or external numbers while maintaining call continuity and quality.The DID Transfer node offers the followin

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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IVR Use Cases

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Get familiar with options to manage your Benchmarking dashboards

The Benchmarking Dashboards homepage will allow you to quickly access your Benchmarking dashboards and folders.We have revamped the Benchmarking Dashboards homepage in order to make it more intuitive and simplified for users. You can quickly access the dashboards and perform basic actions right from

Insights

Benchmarking

Knowledge Base Article

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Benchmarking Dashboards

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Similar Cases in Agent Console/Care Console

View Similar Cases in Third PaneWithin the third pane of the Agent Console and Care Console, agents can quickly refer to the resolved similar cases suggested via AI that match the content and intent of the ongoing conversation between a customer and an agent.Click the Smart Assist tab within the Cas

Service

Knowledge Base Article

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Similar Cases

RS
Date Field

The article outlines the steps to create a Date Field in Entity Studio. Date field type allows you to enter a dateor select one from a pop-up calendar. Creating a Date Field in Entity StudioNavigate to Launchpad. From the Sprinklr Service tab, click Entity Studio from the Persona Apps section. The E

Knowledge Base Article

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Fields and Relationship

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How to Iterate On Variable Number of Data

In IVR systems, a loop node is a powerful node that allows for efficient and dynamic handling of list or array variables. When dealing with collections of data, such as a list of accounts or transactions, the loop node enables the system to iterate through each element of the array, performing speci

Service

Knowledge Base Article

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How to Setup Business Logic

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Conversation Routing for Instagram

Meta has introduced Conversation Routing as a replacement for the now-deprecated Handover Protocol. With Conversation Routing, Instagram can assign control of user conversations to different connected apps based on the entry point of the message. This article outlines how Sprinklr supports this upda

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Conversation Routing

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Ad Type to URL Mapping

All the channel-specific dimensions related to Link URLs and Landing Page URLs have been deprecated and consolidated into one common Ad Creative Link URL dimension within Ads Reporting. Ad Creative Link URL dimension depicts the URL corresponding to the ad type. This will help you gain real-time ins

marketing

Knowledge Base Article

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Ad Type to URL Mapping

RS
Guided Workflow Application - UI Capabilities

This article explains the quick and toolbar actions available for managing the Guided Workflow Application. It also highlights error message configurations and confirmation prompts to prevent accidental pauses or deployments.​Quick Actions on Guided Workflow ApplicationThe following image displays t

Service

Knowledge Base Article

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Guided Workflow Application

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API-based Journey Triggers

Journey facilitator has different types of trigger methods. In this article, we are going to cover how a journey can be called using an API call from an external system.​It involves setting up an API endpoint setup consisting of 2 parts:HeaderRequest Parameters​More information about the Header of t

Service

Knowledge Base Article

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Journey Trigger Settings

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How to Configure Mobile App

Introduction​To streamline the login process and improve user experience, Sprinklr has introduced mobile app configurable options within the Admin Console. These enhancements allow administrators (admins) to configure multiple company names, enabling users to select the correct one and be redirected

26.1

Advocacy - SES

social

Sprinklr Social

+2

Knowledge Base Article

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Sprinklr Extend App

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Sprinklr Marketing: Patch Changes (18.8.2)

With this release, deliver an enhanced customer experience with enhanced usability, parity gap addressal, consistent publishing and reporting, efficient content planning and seamless project management for impactful customer experiences!

marketing

Insights

social

Service

+2

Knowledge Base Article

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v18.8.2 (October)