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Agent Performance Voice

An Agent Performance Report provides detailed insights into an individual agent's work metrics and efficiency. It typically includes data such as the number of cases handled, response times, resolution times, customer satisfaction scores, and other key performance indicators (KPIs). This report help

Service

Knowledge Base Article

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Detailed Dashboards

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Create and Send Omnichannel Secure Forms

How you can create secure forms and send the corresponding links on all the channels supported in Sprinklr.You can send the secure forms to capture Personally Identifiable Information (PII) or any other sensitive information required for customer authentication. The PII information of the customers

Secure Forms

Care Console

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Agent Console

Knowledge Base Article

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Omnichannel

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Agent Status Extract

This documentation outlines the extract capturing agent status-related data. The Agent Status Extract provides status-level records reflecting changes in agent availability and configured status activity within the platform.​Each row represents a specific status interval for an agent, capturing when

Knowledge Base Article

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Agent Data Extracts

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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

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Adding pending cases/calls to holding queue

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Export Metadata for SSO Configuration ​

Export Meta Data - this feature gives the capability to download metadata files in XML format from the platform which contains information of​:1. Sprinklr Entity Id (Issuer Name) ​2. Sprinklr Public Key Certificate ​3. Sprinklr Assertion Consumer Service URL ​This feature helps in reducing manual ef

social

Knowledge Base Article

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SSO

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Flutter - v13.0.3

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:Sprinklr Messenger for Android supports minimum API 24.Sprinklr Messenger for Android supports compileSdkVersion and tar

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Knowledge Base Article

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Older Versions

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How to Import Ad Creatives in the Ads Creative Library

In the Ads Creative Library, you can bulk import the images and videos for Facebook and Twitter. You can upload the images and videos in a zip folder along with a spreadsheet comprising the media details such as the image name. This capability will help you save time from doing repetitive imports fo

marketing

Knowledge Base Article

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Create Ad Creatives in Bulk in Creative Library

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Entity Manager - Setting Up Persona App

Before you Begin:In standard persona apps, the Custom Entity Manager isn't initially visible. This article provides a walkthrough on configuring a persona app to incorporate the Custom Entity Manager.Note: To ensure this feature is enabled, please contact tickets@sprinklr.com and provide the Partner

Service

Knowledge Base Article

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Entity Studio

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Ads Composer Section 7: Review

The Review window shows a holistic view of the campaign with information on the Account, Objective, Targeting, Budget, Creatives, and Optimization available in a single window.​In case of any errors, you will be prompted with error messages along with the option to Fix it. Clicking Fix it would dire

marketing

Knowledge Base Article

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New Campaign Creation

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How does the AppsFlyer Ads Integration Work?

​Sprinklr AppsFlyer Integration BackgroundAppsFlyer Cohort Sprinklr integration BackgroundSprinklr AppsFlyer Integration BackgroundAppsFlyer is not able to forward Facebook, Twitter, Snapchat, and Yahoo directly to third parties due to data policies from these platforms. Hence, these platforms will

marketing

Knowledge Base Article

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Setting Up Appsflyer

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Cancel Callback Node

​This document provides an overview of the Cancel Callback node in Guided Workflows, detailing its four configurable options to cancel callbacks across cases, profiles, specific case IDs, or outbound journey calls based on the loaded profile.​Various Fields in Cancel Callback NodeName: You can give

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Knowledge Base Article

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Guided Workflow Canvas

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Dynamic Record Manager - Setting up the Persona App

Before you Begin:In standard persona apps, the Data Connector isn't initially visible. This article provides a walkthrough on configuring a persona app to incorporate the Data ConnectorNote: To ensure the feature is enabled, please contact tickets@sprinklr.com and provide the Partner ID and Name. If

Service

Knowledge Base Article

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Entity Studio

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Best Practices for Stats Imports

SummaryThis article covers all best practices for Stats Import  Best PracticesUse the exported file from your 3rd party solution to create your template.There should be atleast one column of a unique identifier. Campaign IdAd Set IdAd Channel IdAd NameCreative Name (works only for Linkedin)Google An

marketing

Knowledge Base Article

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Troubleshooting & FAQs

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Add an Apple Messages for Business account

Apple Messages for Business is a service that allows your organization to chat directly with your customers using the Messages app.​You can configure and add your Apple Messages for Business account in Sprinklr. By adding this account to Sprinklr, you will be able to interact with wider audiences. T

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Knowledge Base Article

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Account Addition

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Add a Haptik Account

Haptik is an Intelligent Virtual Assistant solution that enhances customer experience and drives ROI for different brands. By adding your Haptik account directly into the platform, you can extend your brand's audience and engage with even more users from a single, unified platform. Once Haptik

social

Knowledge Base Article

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Haptik

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How to Apply Ads Web Analytics to Existing Posts in Ads Manager

This article will cover the application of web analytics on an existing post.More and more brands are launching ad posts focusing on obtaining impressions and engagement and then turning these Ads into conversion ones. With the previous engagements, the costs tend to be lower when the ads are later

Paid Web Analytics

marketing

Web Analytics

tracking

Knowledge Base Article

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Apply Web Analytics to Existing Posts

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Agent’s Override Settings

User group settings include assignment setups that individuals inherit from their respective user groups. These settings apply to all members of the group. Whenever a user is added to or removed from a group, their assignment settings automatically adjust according to the group's settings.If an admi

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Updated Article

Knowledge Base Article

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Setting up Agents for Routing

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Guided Workflow nodes

​The various system actions that are supported in the guided workflow are as follows:​Note: AI-Based Script GeneratorThis feature leverages Sprinklr's AI+ capabilities to enhance the use of Groovy scripts within Guided Workflows. You can generate Groovy scripts, summarize existing ones, debug issues

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Knowledge Base Article

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Creating a Guided Workflow

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Reporting on Agent Acknowledgement

Tracking Disputed CommentsThe Dispute Comment dimension can be plotted alongside other audit-related data, such as the auditor’s name, checklist, and agent details. This widget consolidates key information, including:Case IDDispute comments provided by the agentAssociated checklistAverage evaluation

Service

Knowledge Base Article

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Agent Acknowledgement

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Components of Transition Screen

The Transition Screen node enables you to execute a variety of actions directly within Guided Workflows. These actions provide seamless interaction and automation, enhancing task management. The available actions include:​​Key Features and Capabilities Redirect To Other Website Send Message to Paren

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Sprinklr Service

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Knowledge Base Article

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Guided Workflow Canvas