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Call Centre Performance Overview

This report summarizes the overall call center performance that are necessary for a leadership view.Call Count - SplitOutbound Call Count: Number of outbound calls made.Dialer Calls: Number of calls offered to the agents through various dialers (preview, predictive & progressive).Manual Call Cou

Knowledge Base Article

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Reporting & Analytics

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Queue Health Report

Queue Summary Here Supervisors can view overall summary of different queues in which the cases/calls are assigned. ​Work Queue vs Maximum Response TimeThis shows the maximum response time, i.e., the time taken by an agent to respond to a customer's query in a case. Case Wait time in Queue This

Knowledge Base Article

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Queue Health Reports

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Line Engagement and Limitations

Engagement within Sprinklr provides a way to manage your team’s response workflows from organized dashboards. Sprinklr allows you to manage inbound messages through clear workflows that let you route and prioritize messages, respond, and provide quick and accurate resolutions.To Create a LINE Column

Engagement

LINE

limitations

Knowledge Base Article

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LINE

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How to create an engagement column for LINE

Engagement within Sprinklr provides a way to manage your team’s response workflows from organized dashboards. Sprinklr allows you to manage inbound messages through clear workflows that let you route and prioritize messages, respond, and provide quick and accurate resolutions.To Create a LINE Column

experience:space

article:howto

Line Inbox Column

channel:line

+7

Knowledge Base Article

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LINE

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Add an SMSGlobal Account

Within Sprinklr, you can add an SMSGlobal account to be able to send & receive SMS from Sprinklr.To Add an SMSGlobal AccountClick the New Tab icon. Under Governance Console, click Messaging Accounts within Listen.In the top right corner of the&nb

SMS

Journey Facilitator

Knowledge Base Article

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SMS

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Action with Auto import rules

In this article we will cover the descriptions for various actions in Auto import rules.Auto Import Rule Actions — DescriptionsTermsDescriptionAssign a Message to a User/QueueAdd to Partner QueueRefers to adding the message to a previously created Partner Level Queue.Add to Client QueueRefers to add

auto import

module:rule-engine

Rule Engine

Knowledge Base Article

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Auto import rules

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Introduction to Auto import Rules

This topic aims to take you through Auto Import Rules, a Rule Type in Sprinklr. Auto Import rules are initiated when a message is posted natively via the social media channel instead of Sprinklr. If an Auto Import rule is set up, enabled and the conditions are met, then the corresponding action take

auto import

module:rule-engine

Rule Engine

Knowledge Base Article

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Auto import rules

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Video Monetization from Sprinklr

Sprinklr allows you to monetise your owned content published as Video posts. You can claim ownership of your content around the globe, and get control on the access to use and post your owned content on Social Media channels like Facebook, Youtube & Twitter. Account set up for monetisationFacebo

Video Monetization

Publishing - SES

Video Monetization from Sprinklr

Monetise Videos from Sprinklr

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Knowledge Base Article

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Advanced capabilities

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Choose your skin tone for emojis

Emojis are a spin on common emoticons. In Sprinklr Publisher, emojis are both fun and helpful for getting work done – use them to enhance your messages or add emoji reactions to respond quickly to messages. To get the most out of emojis you can adjust your default skin tone.Steps to use emojis while

emoji skin tones

Publishing - SES

skin tone for Emojis

Social - SES

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Knowledge Base Article

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Advanced capabilities

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Use emojis while creating posts

Emojis have the power to transform lengthy chunks of words into expressive conversations. Emojis can give that essential twist to posts, making them fun, engaging, and interactive. Posts with emojis do perform better. Using emojis can help your brand stand out in a sea of text posts. Steps to use e

Publishing - SES

create posts with emojis

Use emojis while creating posts

Social - SES

+2

Knowledge Base Article

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Advanced capabilities

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Broadcast an announcement

In Sprinklr the announcement capability allows system administrators to send announcements to all the users within the platform. Announcements can be created to be displayed once. Administrators can also customize the end date for displaying the announcements. A common use case for announcements is

Publishing - SES

Broadcast an Announcement

Social - SES

Knowledge Base Article

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Advanced capabilities

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Show Deactivated Accounts in Publisher

Sprinklr shows deactivated accounts while selecting account(s) in the publisher. These inactive accounts will also be shown in the advanced search results so that you are informed that the accounts are deactivated and cannot be selected for publishing.Note: This capability needs a specific setup. Pl

Publishing - SES

Social - SES

Knowledge Base Article

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Advanced capabilities

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Create lead using ACW

Lead creation is the process of identifying and nurturing potential customers for business. Sprinklr provides the functionality that could help Agents to create potential leads during the call or after the call completion when they reach out to customers on voice as medium. These leads can be create

Knowledge Base Article

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Create lead using ACW

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Live Chat Mobile - Storage Details

OverviewThis article provides an overview of how Sprinklr’s Live Chat Mobile SDK—available for React Native, Native, and Flutter applications—ensures a secure and personalised messaging experience. It details the types of data stored locally on the user’s device, the purpose of this data, and the se

Knowledge Base Article

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Storage Details

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Track TikTok Brand Mentions in Engagement Column

Sprinklr has added the Integration of the TikTok Brand Mentions API into the platform. As a result, you can now track mentions on TikTok. From engagement columns, you will now have the capability to retrieve videos where your brand has been mentioned. You can also access and reply to mentions. 

TikTok Business

Knowledge Base Article

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Engagement in TikTok

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Reporting of PII Masking

Note: This feature applies only to the Universal Message Masking template.You can now generate message-level reporting for the number of cases masked using the Masking Configuration in the Reporting Dashboard. This helps you evaluate template performance and test accuracy for debugging scenarios by

Knowledge Base Article

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Masking Templates

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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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Beta Tools

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Composite Skill

OverviewWhen the Composite Skill is executed, rather than running a single skill, it triggers the execution of multiple skills simultaneously. This allows for more complex and multi-faceted operations to be carried out in a single process.Use caseSuppose you need to perform two tasks in one call, su

Knowledge Base Article

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Dynamic Workflow

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Define Y-Axis Scale in widgets

While creating or adding a widget to any of your dashboards, you can use the Define Y-Axis Scale feature (available under the Configuration section). It will help you define the custom values for minimum and maximum Y-Axis along with the step size for the number of divisions.The dashboard widgets su

manage widgets

Y-Axis Scale

Knowledge Base Article

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Define Y-Axis Scale in Widgets

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Line Publishing

LINE supports many types of posts that can be published via Sprinklr including Text, Photo, Video, Audio, and Image Map. You can easily schedule your post and publish it to a specific target audience in LINE from the Publisher. You can also customize the images to be published using the image editor

LINE

publishing

Knowledge Base Article

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LINE