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Setting up Customer Authentication

You can configure Customer Authentication on the Sprinklr platform by following 3 steps:Creating a custom field to indicate if the profile is authenticatedCreating a tag (badge) that is tied to the state of the new custom fieldCreating a canned response to send to customers to start the authenticati

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Knowledge Base Article

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Customer Authentication

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Past Implementation - A Leading Indian Private Bank

A leading indian private bank is using agent facing guided workflows extensively for multiple use cases to improve agent efficiency and reduce average handling time of cases. Here are some key uses cases that were covered via guided workflow:1. Product specific journeys - Credit cards, Banking and l

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Knowledge Base Article

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Use Cases

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Create a Button-Based Bot

Before You BeginEnsure you have access to the Conversational AI Persona application.Read more about navigating through the PersonaCreating a New Bot Application:​​Keep the toggle for Enable Voice off, if you are making a simple chatbot application that will not involve IVR.1. Creating a Dialogue Tre

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Knowledge Base Article

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Button-Based Bot

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Digital Agent Performance Extract

This extract provides assignment-level visibility into agent activities on cases. Each record represents a single case-to-agent assignment and captures the actions performed by the agent during that specific assignment window.This extract enables granular tracking of case handling at the assignment

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

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Content Management

Managing content is important for keeping your knowledge base organized and complete. Reporting helps with this by letting you track different things like the total number of articles, cloned articles, moved articles, and more. This article also covers reporting on article properties and useful filt

Sprinklr Service

20.10

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Updated Article

Knowledge Base Article

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Reporting and Analytics

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Proactive Prompts Report

The Proactive Prompts Report provides key insights into user interactions with proactive prompts, capturing metrics like trigger count, engagement, completion, closure, and snooze actions. This report helps organizations assess user responses and refine engagement strategies by tracking intercept an

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Knowledge Base Article

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Detailed Report Glossary

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Adding and Configuring User Level Widgets

User-level widgets are not included in the personas by default. When Quality Management (QM) is enabled, the QM home screen does not automatically display these widgets. You will need to manually add the user-level widgets to the appropriate QM personas.There are three user-level widgets available f

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Knowledge Base Article

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User Level Evaluation

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Import External Content to Sprinklr Knowledge Base (HTML Import)

This is a step-by-step guide on how to bulk import your existing content into the Sprinklr Knowledge Base. To learn more about the automatic import process, click here.To Import ArticlesIf you want to import a set of articles into the Sprinklr knowledge base, create a CSV file.1. Click the New Tab i

Knowledge Base

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Knowledge Base Article

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Import and Export

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Reporting on Opt In Templates

Opt-In reports offer a comprehensive overview of the usage and impact of opt-in templates sent to users. These reports provide detailed insights into various aspects of the opt-in process, allowing businesses to assess the effectiveness of their opt-in templates and make informed decisions. By acces

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Knowledge Base Article

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Facebook Messenger Analytics

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Mapping Configuration Screen

Determining which fields from the source will be mapped to which fields in Sprinklr is an essential stage because each entity has certain standard fields that aid the Sprinklr system in creating the entities in Sprinklr. This makes it easier to guarantee that information is correctly transmitted and

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social

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Knowledge Base Article

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Mapping Configuration Screen

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Sample Prompt for AI Autofill

This article oulines a sample prompt that can be used while configuring AI Autofill feature. For more information on the complete configuration steps, refer to Configure AI-powered ACW Autofill. Sample prompt for AI AutofillSystem Prompt: You are a highly accurate JSON Form Fill Generator GPT, speci

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Knowledge Base Article

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Providing a pre-filled ACW to the Agent

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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

Insights

article:howto

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Knowledge Base Article

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Privacy Guides

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Salesforce Sync

The Salesforce Sync action node enables you to send data from a Sprinklr workflow back to Salesforce. This is particularly useful for updating Salesforce records with details such as survey distribution status or responses.This action can be used in the following scenarios:Salesforce Outbound Messag

Knowledge Base Article

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Setting Up Actions

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Standard Inbound Voice Reporting Dashboard

The standard inbound voice reporting dashboard displays a range of relevant call center metrics and KPIs that allow customer service managers and teams to monitor and optimize performance and extract invaluable real-time data with ease.Call Centre FunnelCall Count: Number of calls.Calls taken by Age

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Reporting

Voice

Knowledge Base Article

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Standard Inbound Voice Dashboards

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Entity Manager - Creating Custom Entities in Sprinklr

Before you BeginEnsure the custom Entity Manager is visible by configuring it using the Persona App Manager.​ You will find a list of standard/ custom entities. Ensure you make a new Custom Entity, since the standard entities might be in use.PermissionsEnsure you have enabled the permissions for Ent

Sprinklr Service

Updated Article

26.4

Knowledge Base Article

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Entity Studio

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Queue Performance Digital

The Queue Performance Digital report in Sprinklr provides insights into the efficiency of managing digital customer interactions, such as chat, email, and social messaging. It tracks key metrics like service levels, response times, and abandonment rates, helping evaluate how well customer queries ar

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Dashboards

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Actions with auto boost

The Auto Boost Rule actions support both dimensions and metrics to cater to different use cases for different kinds of users.Steps To configure Auto Boost rulesClick the New Tab icon. Under the Sprinklr Social tab, click Manage Rules.In the top-right corner of the Rule Engine window,

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Auto Boost Rules

Rule Engine

Knowledge Base Article

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Auto boost rules

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How to Use Filled Disposition Fields to Build Business Logic in ACW

OverviewThis article explains how supervisors and admins can use filled disposition fields from the After‑Call Work (ACW) Screen to create business logic in their ACW workflows.​A disposition plan defines the outcome of an interaction. When agents complete one or more disposition plans during ACW, e

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Knowledge Base Article

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How to build business logic on the basis of filled disposition in ACW

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Flutter - v15.1.0

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your mobile app.​Compatibility RequirementsEnsure that your setup meets the requirements listed below:Category Requirement Supported Version Framework & Core Flutter SDK Version 3.16.0 and

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Knowledge Base Article

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Flutter 15.1.0

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Agent Performance Extract - Voice

The Agent Voice Performance extract focuses on agent-level performance for all the voice interactions. Each row represents a unique agent interaction or attempt and includes offered, answered details along with talk time, hold time, ACW (wrap), transfers, and call outcomes. These fields enable the c

Sprinklr Insights

New Article

26.4

Knowledge Base Article

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Voice Data Extracts