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View Schedule Scenarios

Schedule Scenarios provide a flexible way to plan, review, and adjust agent schedules before finalizing them. By viewing a Schedule Scenario, Workforce Managers can analyze shift assignments, time off, and coverage across different days and agents. The interface supports both Intraday and Multiday v

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Sprinklr Service

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Schedule Scenarios

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Add SSO as a Screener Question in Advocacy

With SSO setup, your employees are able to access advocacy platforms, but as a brand, there is no way for you to own user categorization that drives content visibility. So if you want to classify users into certain content categories, there is no way to do so. Going forward, you will be able to cate

Advocacy - SES

social

SSO as a Screener Question

Social - SES

Knowledge Base Article

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Enablements

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Sharing Tasks Internally via Link

OverviewYou can share Tasks internally with members of your team by simply copying the Task link and sharing it with your team. Task links can be copied in three ways: through the Task Overlay, from the Task Sheet itself and using the Task ID. Task ID is a unique code assigned to each Task which ca

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marketing

PM_TASK_TIMELINE_VIEW_2

PM_TASK_CALENDAR_VIEW_2

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Knowledge Base Article

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Platform Basics

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How to set up Manual Newsletters?

Hand-pick messages and curate the content for personalized communication.​Manual Newsletters allow you to handpick messages and curate message content to showcase accurate insights and avoid any noise. This ensures more control over newsletter curation. With a manual newsletter, you can create a new

Insights

Knowledge Base Article

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Newsletter setup

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Configuring Genesys Standard Connector for Voice

The Genesys PureCloud Connector for Voice integrates the Genesys Cloud platform with Sprinklr's unified customer experience management system. Using the Genesys connector you can import Voice cases into the Sprinklr platform. This provides enablement to manage voice interactions and provide seamless

marketing

Insights

social

Service

Knowledge Base Article

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List of Supported Connector Types

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How to Schedule/Reschedule a Callback for Customer from ACW

Sprinklr offers a powerful feature that allows brands to provide their agent with the ability to schedule callbacks for the customer. This feature comes in handy when customers want follow-up calls. In this knowledge base article, we will guide you through the setup process for the scheduling callba

Service

Knowledge Base Article

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Schedule a callback for customer

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iOS - v14.0.0

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your iOS mobile app.Note: Sprinklr Messenger supports iOS 15.1 and above.Minimum supported Xcode version is Xcode 16.1.Step 1: Setup You can set up the Live Chat SDK in iOS using one of two me

Service

Knowledge Base Article

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Older Versions

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Ads Composer Section 1: Campaign Details

To create an ad campaign, you would need to have ad accounts added to Sprinklr. Every ad campaign is created for a specific pre-decided, depending on where the user lies in the conversion funnel. ​Click the New Tab icon. Go to the Ads Composer by going to the Advertising Tab under Sprinklr Marketing

marketing

Knowledge Base Article

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New Campaign Creation

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Configure Persona Apps for Workforce Management

Persona Apps define how different user roles interact with Workforce Management features in Sprinklr. By configuring Persona Apps, you can ensure that Agents, Workforce Managers, and Administrators have access to the right tools, workflows, and information based on their responsibilities.This docume

Sprinklr Service

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Knowledge Base Article

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Other Configurations

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Sprinklr Marketing: 19.5 Capabilities and Enhancements

Sprinklr's latest release features innovative AI capabilities and an enhanced marketing experience. Read more about Sprinklr's latest platform enhancements that offer exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

marketing

Insights

social

Service

Knowledge Base Article

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19.5 Release (May 18-26, '24)

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iOS - v12.1.2

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your iOS mobile app.Note: Sprinklr Messenger supports iOS 15.1 and above.Step 1: Setup You can set up the Live Chat SDK in iOS using one of two methods:CocoaPods Swift Package Manager (SPM)

Service

Knowledge Base Article

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Older Versions

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Creating and Managing Work Queues

For a case or call to be assigned by Unified Routing, it must be routed into one of the Work Queues present in Unified Routing from the Rule Engine / IVR. These queues created in UR become available in the Rule Engine / IVR from where cases/calls are diverted to the work queues. Work Queues act like

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Sprinklr Service

20.10

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Knowledge Base Article

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Setting up Queues

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Virtual Queue Reporting

A Virtual Queue (VQ) Reporting offers end-to-end visibility into how calls progress through the entire voice routing lifecycle—starting from the IVR, moving across one or more Work Queues, and ultimately being handled by an agent. A Virtual Queue represents a logical service pathway (For example, Bi

Sprinklr Service

Updated Article

26.4

Knowledge Base Article

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Additional Use Cases

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Reporting Glossary for Quality Management and Conversational Analytics

Audit Checklist Response ReportField NameDescriptionChecklist Response CountNumber of times the checklist is evaluated.UserPerson who performed the evaluation.ChecklistName of the checklist used for evaluations.For UserAgent evaluated in the assessment.Evaluation IDUnique identifier for each evaluat

Service

Knowledge Base Article

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Reporting

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Sprinklr Social: 19.5 Capabilities and Enhancements

Sprinklr's latest release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints.

marketing

Insights

social

Sprinklr Social

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Knowledge Base Article

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19.5 Release (May 18-26, '24)

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Cherry-Picking of Cases/Voice Calls Waiting in a Work Queue

This feature enables agents to manually select a customer from the queue, allowing them to make choices based on customer properties such as phone number, customer type, and priority. By providing agents and supervisors with the ability to choose calls waiting in the queue, this feature enhances con

Service

Knowledge Base Article

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Adding pending cases/calls to holding queue

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Profile Management Elements

This article explores profile management actions in guided workflows, detailing how to efficiently update, modify, and manage profile-level data to streamline processes and enhance user experiences.Four actions under Profile Management are:​​Profile List ChangeThe Profile List Change action in guide

Service

Knowledge Base Article

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Guided Workflow Canvas

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Flutter - v15.0.0

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your mobile app.​Note: Before you begin, note the following requirements:The minimum supported Xcode version is Xcode 16.1.Sprinklr Messenger for Android supports minimum API 24.Sprinklr Messen

Service

Knowledge Base Article

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Flutter 15.0.0

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Sprinklr Insights: 19.8.1 Capabilities and Enhancements

Sprinklr Insights' latest 19.8.1 Patch release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr Insights' latest release:​​Sprinklr InsightsSprinklr

marketing

Insights

social

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Knowledge Base Article

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19.8.1 Patch (Oct 3-10, '24)

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Standard Inbound Extract Reporting

The inbound report provides the validation on all the inbound calls/cases observed at the Agent, Case, and Campaign level interactions.User Persona: Managerial LevelUnique Customer ExtractThis report provides the overall Call count & time stats for all the calls received from every customer. Eac

Care Reporting

Service

Knowledge Base Article

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Standard Inbound Voice Dashboards