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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

Service

Knowledge Base Article

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

RS
Audience Management for Personalized Survey Distribution Methods

This section covers Audience Management as a key enabler of personalized survey distribution in Sprinklr. Within the Customer Feedback Management (CFM) module, two core entities are used to manage audience and interaction data: Audience Profiles and Transactions.Audience Profiles provide a unified v

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Audience Management

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Create a Guided Workflow

This article provides information on creating a Guided Workflow and its basic configuration options. ​​Standard Guided Workflow TemplatesWhen Guided Workflows are enabled in a partner environment, standard templates for the most common use cases, such as web forms with and without

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Guided Workflow Manager

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Apply widget filters

Widget filters are used to refine and customize the data displayed in widgets. Widgets are visualizations of data that can be added to dashboards to monitor social media performance.Filters allow users to specify which data they want to include or exclude in the widget based on specific criteria. Fo

marketing

Reporting

Knowledge Base Article

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Set up Reporting Widgets

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How are LI Models Trained?

Sprinklr starts to build the model by collecting unclassified raw data from various channels. The raw data is then segregated into unsupervised clusters. These clusters are used to identify the key categories of conversation which leads to the taxonomy creation. Unclassified mentions are annotated a

Insights

Knowledge Base Article

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Location Insights AI Model

RS
Components of Unified Routing

Unified Routing is an intelligent, centralized approach to directing all customer interactions—across channels like phone, messaging, chat, or email—to the most appropriate agent or team in the shortest possible time, so customers receive prompt responses, personalized handling, and first-contact re

Sprinklr Service

New Article

Service

26.1.1

Knowledge Base Article

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Unified Routing Overview

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Create a Column for Facebook Replies

You can reply to a comment on your brand post or reply to a comment where a fan has mentioned your brand and view all the replies using the engagement columns. Here we list out the steps on how to create such columns.StepsClick the New Tab icon in Sprinklr. Under the Sprinklr Social tab, click Engag

Service

Knowledge Base Article

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Engaging on Facebook

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Guided Workflow Custom Components - Custom App Widget

OverviewThe Custom App component in Sprinklr allows brands to seamlessly integrate third-party or external applications directly into guided workflows. These apps can be developed using the Custom Apps module available under platform settings (manage customer section)and then rendered within guided

Service

Knowledge Base Article

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Guided Workflow Canvas

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Indicator Configuration

The Indicator Configuration feature in Screen Recording allows businesses to control whether agents are shown a visual indicator when their screen is being recorded, helping maintain transparency by informing agents that recording is active. While this indicator is typically enabled to ensure clarit

Knowledge Base Article

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Screen Recording

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Product Insights on FPDI data

What is FPDI?Apart from social and review data, there are various forms of first-party data, such as surveys, feedback, and reports, that an organization may maintain with them. Sprinklr has the functionality to run its Product Insights models on these types of data as well, in the form of FPDI – Fi

Insights

First Party Data Ingestion

product insights

FPDI

Knowledge Base Article

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Sources

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Configuration Steps for Callback Monitoring

Callback functionality is available by default for Supervisors. The Scheduled Callbacks dashboard can be filtered, sorted or modified as required. Filters Supervisors can use the various filters to segregate callbacks according to their requirements.The following table describes the available filter

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Callback Monitoring

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Create Listening Keyword Lists to sort Social Listening data

Learn how to create Listening Keyword Lists in Sprinklr Insights to refine Social Listening data.In Social Listening, Keyword List is a single list of words or phrases that can be used in multiple queries. You can create Keyword Lists to include or exclude a set of keywords or phrases in Topic/Theme

Create Keyword Lists

Insights

Listening Keyword Lists

Knowledge Base Article

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Creating and using Keyword Lists

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Manage Forecast Scenarios

The Forecast Scenario is an entity in Sprinklr Service’s Workforce Management (WFM) module that predicts inbound traffic volume (Volume Forecast) for a specified date range, along with agents required to maintain the service level based on the Volume Forecast.With integrated Forecasting and Capacity

Sprinklr Service

20.7.1

20.10

Service

+3

Knowledge Base Article

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Forecast Scenarios

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Time Off Request Report

The Time Off Request Report is a robust feature that offers a complete overview of the Time Off audit trail, ensuring effective management of time off requests. It allows the workforce managers to track and analyze the history of Time Off requests by providing insights into timestamps, time-off patt

Sprinklr Service

Service

Updated Article

26.4.1

Knowledge Base Article

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Workforce Management Report Group

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Share Likelihood Score

The Share Likelihood Score, calculated on the basis of previous activities, tells the probability of a customer sharing the brand content publicly on social media channels. For example, if your customer has shared the brand post publicly on their wall in the past, the likelihood score on the ne

Service

Knowledge Base Article

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Case Third Pane

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Some Common Layouts

Depending on the ask, we can configure the Care Console layout into a 2-pane or a 3-pane layout which essentially means that there will be 2 columns for 2-pane layout i.e one column of the conversation Widget and another column of other widgets. Similarly, 3-pane layout gives 1 column to the convers

Service

Knowledge Base Article

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Some Common Layouts

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Use or Edit Data Presets in Display

In Presentations (Display), data presets are quick saved filter configurations that you can access at any time. If you need to apply the same filters to multiple widgets in your slides (scenes) you can easily leverage the data presets to efficiently streamline and set up your work, without having to

Display - SES

social

Social - SES

Knowledge Base Article

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Display

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Get Records Tool with Custom Entity

The Get Records Tool allows you to retrieve data from custom entities using defined filters and store the results in variables. It also offers sorting options to organize the extracted data in a structured and meaningful way.Steps to Add a Get Records Tool with Custom EntityFollow the steps below to

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Core Tools

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What are Views?

OverviewsViews let you view the information relating to Tasks and Projects within your Portfolio in different ways. The details of Tasks/ Projects remain the same but different views allow you to visualize your work in different ways and parse the information differently. Some views, like Kanban are

PM_POPULAR_2

marketing

PM_TASK_TIMELINE_VIEW_2

PM_PROJECT_SHEET_VIEW_2

+4

Knowledge Base Article

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Platform Basics

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Profile Quarantine Rules

The Quarantine Rules module regulates the frequency and timing of survey invitations sent to contacts. By restricting the number of invites a contact can receive during a specified timeframe, it contributes to better response quality and enhances the overall experience for participants.Business Use

Sprinklr Insights

Insights

20.10

Updated Article

Knowledge Base Article

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Audience Management