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What is Agent Analytics View?

Agent Performance Management is an important aspect of Quality Management, as it provides agent-level analytics to measure and evaluate the performance of individual agents and identify areas of improvement.The goal is to ensure that agents deliver high-quality customer service and that they meet th

Service

Agent Performance Management

Knowledge Base Article

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Agent Analytics

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Automated Sampling and Allocation

​Sampling ActionTo assign cases for evaluation, it becomes important to randomly pick a sample of cases for assignment. To sample cases based on different business scenarios, for example, 10 cases per day, 20 cases per month for every agent, etc., can be handled through the sampling actions that are

Service

Knowledge Base Article

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Automated Sampling and Allocation

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Add a Deflection Tool

The Deflection Tool reroutes inquiries to the most suitable channels, boosting workflow efficiency and user experience. For example, customer emails can be redirected to live chat, while social media tech support queries go to a dedicated help desk.Steps to Configure Deflection SkillFollow the steps

Sprinklr Service

20.10

Updated Article

Knowledge Base Article

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Automation Tools

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Create Intent from Another Application

Before you start, See Create Intents from ScratchTo Add IntentsClick Intent Models under AI Tools in Conversational AI Application​Click the desired model and then click on the dropdown menu beside the Add Intent button in the top right corner.Next, Click on Another Application .Select the Applicati

Service

Knowledge Base Article

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Set Up NLU Based Intents

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Set Restrictions on Attachments in Request Forms

While creating a request form, an additional component, Attachment is added which can be selected as a question type. This enables you to add attachments such as images, videos, and documents of various formats as supported within the Digital Asset Management.To add attachment component in Request F

marketing

Request Forms Overview

Request Management

Add Attachments in Request Forms

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Knowledge Base Article

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Request Form Builder

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Actions with Autofill rules

Create Autofill Rules to pre-populate content in the publisher window based on the set conditions and is best used to apply properties as soon as a user opts to create a message. Autofill rules are applied to outbound messages, but unlike Outbound Rules which apply when a message is sent for pu

social

Knowledge Base Article

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Autofill rules

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Project Tabs in Production Dashboard

The Production Dashboards in Sprinklr now include project tabs, designed to enhance project visibility across portfolios. You can add project tabs to your dashboard, allowing you to manage and track projects across multiple portfolios in one place. This article explains how to add and edit project t

marketing

Knowledge Base Article

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Tabs Configuration

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Mapping Configuration Screen for Voice Cases

You can map the source headers to the Sprinklr destination fields using the 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

marketing

Insights

social

Service

Knowledge Base Article

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Mapping Configuration Screen for Voice Cases

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IVR Transfer/Conference

Sprinklr IVR provides us the ability to add an IVR in a conference with the agent and the customer. In this article we will learn about how admins can configure an IVR Transfer and Conference and how the agents can use it.Business Use Case​Customer care agents sometimes use an IVR flow to guide the

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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IVR Use Cases

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SLA Configuration

OverviewYou can set the SLA breach start times and SLA breach times through the Rule Engine. These options are available on Inbound Rules, Queue Rules, Case Creation Rules, and Case Update Rules.In Inbound and Queue Rules, an SLA can be set on both messages and cases.In Case Creation and Case Update

Service

Knowledge Base Article

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SLA Configuration

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Voice Unleashed: Exploring Sprinklr's Dynamic Connectivity Options

​In the field of advanced connectivity, Sprinklr emerges as an industry leader with its comprehensive range of connectivity options. In this enlightening article, unveil the power of Sprinklr's dynamic solutions, offering unparalleled flexibility, and control over your Voice Infrastructure. Del

service channels - voice

Service

Knowledge Base Article

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Different Connectivity Options

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Dashboard Templates

The persona app possesses pre-curated, editable reporting templates such as Brand Health, Competitor benchmarking, etc., designed for specific use cases, imparting an efficient and sped-up workflow. Persona app maximizes its reporting capabilities by incorporating suggestions for specific products o

Insights

Knowledge Base Article

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Dashboards

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How to Create Brands in the Ads Creative Management App

The Ads Creative Management App (CMA) lets you create and manage brands in Sprinklr. You can set up brand accounts, define brand styles, and configure compliance settings. This helps you ensure that all creatives align with your brand identity and fit the specific channels you’re designing

marketing

20.10

Updated Article

Sprinklr Marketing

Knowledge Base Article

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Brand Creation in Creative Management App

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How to Create Ads Dashboards using Templates

You can easily create a reporting dashboard using predefined dashboard templates for each business objective within Ads Reporting. These dashboards contain widgets designed to assess the performance of your ads from an overall point of view across the audience, content and much more.Expedite the tim

marketing

Ads Reporting

Ads Reporting Basics

Knowledge Base Article

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Dashboard

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Create and Use LinkedIn Lead Forms

LinkedIn Lead Forms allow you to collect leads from your LinkedIn ads and come pre-filled with LinkedIn profile data on potential leads. You can create lead forms for LinkedIn directly within Sprinklr and also download complete and accurate leads. This will allow you to seamlessly and efficiently re

marketing

Knowledge Base Article

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LinkedIn Advanced Capabilities

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Channel-Wise Automated Ads Fields & Formatting Guidelines

OverviewThis document provides a comprehensive list of fields required for Automated Ads setup across multiple channels, including Meta, Google, LinkedIn, TikTok, Snapchat, and more. The formatting details ensure that advertisers follow the correct structure to avoid errors and streamline the ad cre

marketing

Knowledge Base Article

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Feed Setup

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Triggering rules in Outbound Calls

The Sprinklr Rule Engine is a powerful tool that can be used to automate workflows, assignments, properties, etc., that are implemented on messages, cases, and profiles. The Rule Engine works as an If-Then statement. If an asset (like a message or a profile) meets a specific condition that you set,

campaign management

Service

Voice

Knowledge Base Article

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Other Campaign Use Cases

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Linkedin Channel Updates

Keep up with the latest Linkedin Channel updates here.June 2024Direct Messages from LinkedIn Profiles to LinkedIn Company Accounts - Sprinklr allows direct messages from LinkedIn Profiles to LinkedIn Company accounts. LinkedIn Company accounts cannot initiate a conversation, however, they can react

social

Knowledge Base Article

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Getting started

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Scheduled Exports of the Editorial Calendar

In this article, you will learn how to set scheduled exports from the editorial calendar for repeating time intervals and save time by automating the export process.To Schedule an ExportClick the New Tab icon. Under the Sprinklr Marketing tab, switch to the Marketing section, then click Editorial Ca

Editorial Calendar

marketing

Scheduled Exports

Knowledge Base Article

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Scheduled Exports

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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

marketing

Insights

social

Service

Knowledge Base Article

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Mapping Configuration Screen