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RS
Case Message Details Report

The Case Message Details Report provides detailed information on the message level. Each record represents a message identified by a Universal message ID for every message received in the system. This report details the number of messages, message type, intent, and other message-level properties.Whe

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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Interaction Summary Report Group

RS
Attendance Report

You can track attendance with enhanced scheduling insights using the Attendance Report. The Attendance Report V2 belongs to the Workforce Management Report Group under the Service Analytics Data Source. These metrics and dimensions are also available under the WFM Reporting Data Source.The Attendanc

26.1

26.10

Sprinklr Service

Service

+2

Knowledge Base Article

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Other WFM Reports

RS
Customizing Peer Dependencies

This section explains which dependencies are mandatory, which can be customized, and how to register or unregister custom implementations for seamless integration. Why is Customization required? In some cases, your existing codebase may already include specific libraries for functionalities such as

Service

Knowledge Base Article

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Customize Peer Dependencies

SH
How to use Google Analytics for Realtime Ads Reporting

What is a real-time report?​Real-time reporting refers to the feature that allows you to view and analyse website or app data as it occurs in real-time. It provides immediate insights into user activities, interactions, and events on your website or app, enabling you to monitor and respond to user b

marketing

Knowledge Base Article

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Reporting & Analytics

RS
Agent Performance- Time Card

An Agent Performance Time Card typically refers to a detailed record or report that tracks the performance of customer support agents or employees over a specific period. This report includes data related to the agent’s work hours, tasks completed, response times, customer interactions, and other re

Service

Knowledge Base Article

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Detailed Dashboards

SH
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

Service

Knowledge Base Article

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Adding pending cases/calls to holding queue

RS
EVENT_PROCESS_EXECUTION

The EVENT_WORKFLOW_EXECUTION_LOG dynamic table captures detailed information about workflow executions, including start and end timestamps, execution state, process definition identifiers, reached activities, and transition paths. It also stores workflow variables, additional dimensions, and measure

Knowledge Base Article

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Raw Events

SH
Add a Status

Click Launchpad or New Tab . Under Platform Modules, select All Settings within Settings.From the left pane, under Products, expand Sprinklr Social and then select Status.In the upper right corner, click Add Status.  Enter a Status Name and a Display Name.  Select

experience:space

marketing

Insights

article:howto

+6

Knowledge Base Article

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Add a Status

SH
Create a Text Template

In asset manager, you can save frequently used messaging for published messages or replies in text template. You can also mark them as canned responses to deliver a faster & consistent response to customers. This article helps you with the steps to create a text template.Steps to create a text t

DAM - SES

Create a Text Template

text template

social

+3

Knowledge Base Article

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Manage assets

SH
Voice Campaigns: Base Filter

Business problem Currently, there is no way to define and segregate a set of audience for the whole campaign. In Sprinklr, a campaign doesn’t hold any data, and if a brand wants to create and define a set of parent conditions, then they need to create a parent segment. That segment (with other

Voice Campaigns

Service

Voice

Knowledge Base Article

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Base Filter

RS
Snooze Audit Submissions

You can leverage the snooze capability to delay audit submission for a specific period, allowing the auditor to fill out the evaluation and submit it at a later time. During this snooze interval, the evaluation does not proceed to agent acknowledgement.Enabling the Snooze FeatureWhen creating an aud

Service

Knowledge Base Article

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Audit Checklist Builder

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Canned Responses in Distributed

Canned Responses are predefined brand-compliant responses to routine customer questions such as 'how can I add a credit card to my account' or 'how do I apply for a refund'. You can simply document your responses, save these templates as canned responses, and let your agents use them whenever they g

Canned Responses in Distributed

social

Social - SES

DST - SES

+1

Knowledge Base Article

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Engagement (Distributed Admin)

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Guided Workflow Runner

Configure Guided Workflow Runner in the Agent Persona AppThis article explains how to configure and add a Guided Workflow Runner to the left panel of an Agent Persona App. Guided Workflows help agents complete tasks through structured, step‑by‑step flows, reducing manual effort and improving consist

Service

Knowledge Base Article

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Agent View

SH
Custom Widgets (CRM Integration Based)

Types of API Widgets are as follows :​​Properties Widget Clients can integrate with their CRM, can fetch the relevant information, and show all the details in a widget using Custom Entity without storing data in Sprinklr. The data can be viewable in the list view. ​When clicking on "Show All&qu

Service

Knowledge Base Article

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Custom Widgets

RS
Reporting Dashboard Usage

The Reporting Dashboard Usage Report is a type of analytics report that tracks how users interact with reporting dashboards within a platform or application. It helps organizations understand who is using dashboards, how often, and in what ways, providing valuable insights into user engagement, adop

Service

Knowledge Base Article

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Detailed Dashboards

RS
Auto-Initiate Video Calls

In your Conversational AI bot, you have the option to incorporate a deflect node. This deflect node serves to redirect users from one social channel to Sprinklr Live Chat, where a video call is automatically initiated.​For example, if a user initiates a conversation on a social media platform but re

Service

Knowledge Base Article

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Additional Features

SH
User Journey

User sees prompt after it is triggeredWe can configureLook and feel of the proactive prompt. For more information, see this sectionConditions regarding where and when the prompt will trigger. For more information, see this sectionIf the conditions for the prompt are met, it is shown to the user. Onc

Service

Knowledge Base Article

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User Journey

RS
Usability Updates in Display/Presentations

IntroductionThe enhanced interactive capabilities for layout and design formatting offer significant advantages, as table widgets in our chart libraries have been completely revamped. You’ll find that these improvements cater to various use cases, whether you’re managing large lists of agents in Cca

Display - SES

social

Social - SES

Knowledge Base Article

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Display

SH
Configure Agent Availability Slots

Create a Slot in Slot Availability Manager​Creating a slot will allow supervisors to create configurations that define the appointment durations, appointments per slot, daily schedule, buffer time, holidays, etc., for particular agents/groups of agents. This configuration is used to identify the ava

Service

Knowledge Base Article

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Configuration Steps

RS
View and Filter Active/Inactive Users in Distributed

This feature allows the distributed user to clearly distinguish if a user or delegate is Active or Inactive. The users can easily filter Active and Inactive Users as well as Delegates. Additionally, this feature allows users to change the status of users and delegates directly from the same interfac

social

Social - SES

DST - SES

Knowledge Base Article

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Governance (Distributed User)