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Evaluation Report

The Evaluation Report offers an in-depth overview of evaluations conducted by auditors. It includes detailed audit-level information, such as the total number of checklist responses, profiles of the users performing the evaluations, key timestamps throughout the evaluation process and a breakdown of

Service

Knowledge Base Article

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Detailed Report Glossary

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How to Schedule/Reschedule a Callback for Customer from ACW

Sprinklr offers a powerful feature that allows brands to provide their agent with the ability to schedule callbacks for the customer. This feature comes in handy when customers want follow-up calls. In this knowledge base article, we will guide you through the setup process for the scheduling callba

Service

Knowledge Base Article

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Schedule a callback for customer

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Number Field

The article outlines the steps to create a Number Field in Entity Studio. Creating a Number Field in Entity StudioNavigate to Launchpad. From the Sprinklr Service tab, click Entity Studio from the Persona Apps section. The Entity Manager page appears with the list of entities. Search for the desire

New Article

26.4

Sprinklr Platform

Knowledge Base Article

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Fields and Relationship

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Add an ITS Account

In Sprinklr, you have the option to add an ITS account to facilitate outbound messages. With this feature, you can conveniently send SMS messages to a large number of recipients.Key FeaturesFeatureSupportAre link publishing supported?Yes, they are supported and displayed as text.Does it support emoj

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Knowledge Base Article

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ITS

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Agent Status Change Report

The Agent Status Change Report displays the precise times when agent statuses change and the duration spent on each status. It provides detailed insights into the total time an agent spends in each status and tracks how often and how many days an agent enters a particular status. This data is pivote

Service

Knowledge Base Article

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Detailed Report Glossary

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Add a WeChat Third Party Account

Adding a WeChat Third Party account in Sprinklr allows your team to engage, publish, report, and monitor your brand's WeChat account from the Sprinklr platform.To learn more about getting this capability enabled in your environment, please work with your Success Manager. In

experience:space

article:howto

channel:wechat

WeChat Third Party Account

+8

Knowledge Base Article

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Setting up Wechat in Sprinklr

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Sprinklr Marketing: 19.11.1 Capabilities and Enhancements

Sprinklr Marketings' latest 19.11.1 patch release introduces a range of exciting new capabilities to empower your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr Marketings' latest release:Sprinklr MarketingSprinklr Servi

marketing

Insights

social

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Knowledge Base Article

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19.11.1 Patch (Dec 3-18, '24)

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Standard Inbound Extract Reporting

The inbound report provides the validation on all the inbound calls/cases observed 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 received from every customer. Eac

Care Reporting

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Knowledge Base Article

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Standard Inbound Voice Dashboards

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How to Create Alerts for Macro Addition, Deletion and Updation

The Alert Manager now includes a new Macro alert type, giving you real-time visibility into important Macro-level changes. These alerts help improve governance, security, and transparency across your workspace.Macro Events That Trigger AlertsMacro alerts are triggered when a Macro is:CreatedUpdated

26.1

social

Sprinklr Social

New Article

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Knowledge Base Article

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Alert Management

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Virtual Queue Reporting

A Virtual Queue (VQ) Reporting offers end-to-end visibility into how calls progress through the entire voice routing lifecycle—starting from the IVR, moving across one or more Work Queues, and ultimately being handled by an agent. A Virtual Queue represents a logical service pathway (For example, Bi

Sprinklr Service

Updated Article

26.4

Knowledge Base Article

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Additional Use Cases

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Add Support for Azure OpenAI

You can integrate Azure OpenAI into AI+ Studio using two primary methods: By Sprinklr's provided keys By Own Keys Additionally, we also support fine-tuning Azure OpenAI models to suit specific needs and domains, enhancing their accuracy and performance. Below is a detailed guide on how to set up an

marketing

Insights

social

Service

Knowledge Base Article

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Add support for Azure OpenAI

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Profile Management Elements

This article explores profile management actions in guided workflows, detailing how to efficiently update, modify, and manage profile-level data to streamline processes and enhance user experiences.Four actions under Profile Management are:​​Profile List ChangeThe Profile List Change action in guide

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Knowledge Base Article

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Guided Workflow Canvas

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React Native - v12.0.0

You can integrate Live Chat into your brand’s React Native mobile application to provide real-time chat support for your customers. Sprinklr offers a comprehensive Live Chat Mobile SDK to enable this functionality.Live Chat SDK VersionLive Chat Release: 12.0.0Supported Versions: Starting August 2025

Service

Knowledge Base Article

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Older Versions

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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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Sprinklr v15.5.0 – Sprinklr Service Capabilities and Enhancements (Consolidated)

Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!Note: To export this page as a PDF, use your browser's print functionality

experience:space

New Capabilities and Enhancements

15.4.5 Release

Modern Care Capabilities and Enhancements

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release_note

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v15.5.0 (July)

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Add a WeChat Third Party Account

Adding a WeChat Third Party account in Sprinklr allows your team to engage, publish, report, and monitor your brand's WeChat account from the Sprinklr platform.To learn more about getting this capability enabled in your environment, please work with your Success Manager. Us

social

Service

Knowledge Base Article

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Add Account

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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

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Dashboards

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React Native - v11.1.1

You can integrate Live Chat into your brand’s React Native mobile application to provide real-time chat support for your customers. Sprinklr offers a comprehensive Live Chat Mobile SDK to enable this functionality.Live Chat SDK VersionLive Chat Release: 11.1.1Supported Versions: Starting August 2025

Service

Knowledge Base Article

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Older Versions

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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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Import Agent Status and Exceptions

Bulk Import Schedule ExceptionsYou can bulk import exceptions to agent schedules from the Master Schedule. Exceptions can be additional Activities that need to be inserted into agent schedules for specific dates and times, such as unscheduled breaks, meetings, and coaching sessions. These exceptions

26.1

Sprinklr Service

Service

26.1.1

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Knowledge Base Article

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Master Schedule