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Home Page

Home Page provides a thorough overview to the agent of his overall performance metrics and the daily tasks that are assigned to him. This helps agents to monitor their daily activity from a single place. In this article we will learn about distinctive features which are included in the home page.   

Service

Knowledge Base Article

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Care Agent Persona - Digital

RS
Shrinkage Report

The Shrinkage Report compares scheduled time with actual time across activities and time off.When you create a new widget in a reporting dashboard using the Service Analytics data source, the Shrinkage Report appears under the Workforce Management Report Group in the Widget Builder when you select a

26.1

Sprinklr Service

20.10

Service

+1

Knowledge Base Article

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Detailed Report Glossary

SH
WeChat - Introduction

Why is WeChat important?WeChat is one of the world's most popular social media messaging apps and is similar to WhatsApp.WeChat supports video, voice, and text chat and has unique features like localized translation.Adding a WeChat account in Sprinklr allows your team to engage, publish, report, and

WeChat

wechatcapabilities

channels

social

Knowledge Base Article

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Setting up Wechat in Sprinklr

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Smart Audience Engine overview

Understand your audience and personalize each interaction to deliver a great customer experience. As consumers evolve on their journey with the brand, the brand should be reaching them with personalized advertising messages all along the way. To do this effectively, one needs to integrate the var

Smart Audience Engine

Basics

Knowledge Base Article

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Integration Guides

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Standard Voice Extracts - Inbound

The inbound report provides the validation on all the inbound calls/cases you observe at the Agent, Case, and Campaign level interactions.​User Persona: Managerial LevelUnique Customer ExtractThis report provides the overall Call count & time stats for all the calls that you receive from every c

Service

Knowledge Base Article

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Unlock Insights from Inbound Reports

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When to Use Routing Configuration

Routing Configurations are a set of action groups that perform actions on cases pending in the work queue based on defined conditions. The routing configuration checks all the pending cases in real time and instantly performs the defined actions on the case like dropping the skills tagged with the c

Service

Knowledge Base Article

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Basics of setting up Unified Routing

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Standard Voice reports - Inbound

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

Service

Knowledge Base Article

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Unlock Insights from Inbound Reports

RS
iOS 11.1.1

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your iOS mobile app.Note: Sprinklr Messenger supports iOS 15.1 and above.Step 1: Setup You can set up the Live Chat SDK in iOS using one of two methods:CocoaPods Swift Package Manager (SPM)

Service

Knowledge Base Article

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Older Versions

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Creating an Automated Checklist

The Automated Checklist is a standardized scoring framework used to evaluate agents and assess individual cases based on critical quality, compliance, and performance indicators. This checklist ensures that every interaction, decision, or outcome is assessed against consistent and measurable paramet

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Checklist Creation

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Add Facebook Pages with System User Functionality

OverviewFacebook pages connected to Sprinklr can sometimes become deactivated because they rely on individual user accounts. For example:The user who originally added the page to Sprinklr changes their Facebook password.The user is marked as spam or restricted by Meta.The user leaves the organizatio

26.1

Engagement - SES

social

Sprinklr Social

+2

Knowledge Base Article

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Add Facebook account in Sprinklr

RS
User Rules - Actions and Conditions

Sprinklr's Rule EngineThe Sprinklr Rule Engine is a powerful tool that can be used to automate workflows, assignments, properties, and more. By configuring Rules, you can increase efficiency, transforming manual processes to automated workflows that execute according to the conditions that you

Rule Engine - SES

social

Social - SES

Knowledge Base Article

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Actions and Conditions

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Data Onboarding using S3 Connector

Marketers have a high volume of customer data that is difficult to manage and integrate for their customer experience efforts. Sprinklr offers secure and scalable data onboarding using one-time S3 configuration to import any amount of data. For recurring uploads, automation can be set up to push the

experience:space

Importing Profiles

article:howto

product:platform

+4

Knowledge Base Article

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Integration Guides

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Sprinklr Marketing (Ads) permissions

Learn about permissions associated with different modules of Sprinklr Marketing (Ads) and ensure the smooth operation of your dashboards.Ad Manager​Permission CategoryPermission TypePermissionDescriptionPaidAd ManagerView Allows users to view and access the Ads Manager.PaidAd ManagerEditAllows users

Insights

Knowledge Base Article

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Platform Modules

RS
Government Entity Onboarding for WhatsApp Channel

This article explains the end‑to‑end onboarding process for government entities on the WhatsApp Business channel. High-level Steps Valid Phone Number Procurement Client Business Manager (BM) Creation WhatsApp Business Account (WABA) Creation Government Entity Approval & Form Submission Business

Knowledge Base Article

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WhatsApp Account Addition

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Manage Long-Term Plans

Long-Term Plans (LTPs) provide extended-range forecasts designed to help organizations anticipate staffing needs over many months or years. LTPs offer improved accuracy compared to short-term forecasts by analyzing trends at a broader scale and generating projections in a week-by-week view. When you

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Long-Term Plans

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Record Page Governance

The Case Analytics View in Conversational Analytics provides users with a consolidated display of agent-customer conversations. It integrates AI scoring to assess agent performance and includes a widget highlighting identified intents and entities within the conversation. Additionally, it presents v

Service

Knowledge Base Article

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Configure Case Analytics View

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Sprinklr Insights Generative AI Use Cases

Sprinklr Insights provides Generative AI capabilities that help users explore data, find important patterns, understand issues, and organize themes without needing advanced technical skills. These capabilities make it easier to review large amounts of information, summarize key points, and identify

Sprinklr AI+

marketing

Insights

social

+3

Knowledge Base Article

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Sprinklr Insights Generative AI Use Cases

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Sharing Tasks Internally via Link

OverviewYou can share Tasks internally with members of your team by simply copying the Task link and sharing it with your team. Task links can be copied in three ways: through the Task Overlay, from the Task Sheet itself and using the Task ID. Task ID is a unique code assigned to each Task which ca

PM_POPULAR_2

marketing

PM_TASK_TIMELINE_VIEW_2

PM_TASK_CALENDAR_VIEW_2

+3

Knowledge Base Article

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Platform Basics

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Compose Snapchat Ads

Advertise on Snapchat and reach a wider group of audience.​Through Snapchat Ads in Sprinklr, you can advertise to an audience of 186 million daily active Snapchatters (https://forbusiness.snapchat.com/), allowing your brand to reach a highly engaged and active audience.To learn more, click on Ads Co

marketing

20.10

Updated Article

Sprinklr Marketing

Knowledge Base Article

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Compose Snapchat Ads

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Advocacy Reporting Metrics and Dimensions

Advocacy reporting metrics and dimensions allow you to track engagement on content that is published from your Advocacy site. In this guide, you will learn about:Advocacy Dimensions Advocacy Metrics Channel Reporting Capabilities Note: The use of this capability requires Advocacy Marketing to be ena

experience:space

advocacy reporting metrics and dimensions

release:N-A

social

+16

Knowledge Base Article

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Analytics/Reporting (Advocacy)