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Voice Agent Performance Report

OverviewVoice agent performance report gives detailed information about the performance of the agent and all the metrics/dimensions are based on agent level. It summarizes the actions, activities, time spent in various status (agent status) and interactions over the day. All the metrics and dimensio

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Report Glossary

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Value of Ads Composer

Sprinklr Ads Composer is a platform that offers several benefits to businesses that are looking to streamline their advertising process. Universal User Interface: The Sprinklr Ads Composer is a universal ads composer and is channel-agnostic. This comes as a significant advantage, as it eliminates th

marketing

Knowledge Base Article

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Getting Started

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Manage Knowledge Base Language Settings

The Language Settings feature in Sprinklr's Knowledge Base is designed to enhance the efficiency of managing diverse help content for a global brand. Administrators can define country-language mappings, specifying base languages and translations for each country. Additionally, they can create groups

Service

Knowledge Base Article

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Translating Content

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Conversational Analytics Reporting

Reports allow you to track the performance and adoption of all Conversational Analytics features. The widgets are customizable and can be modified. A drilldown feature is available for the widgets to get further details. You can apply the dashboard and widget-level filters by clicking on the Filter 

Service

Knowledge Base Article

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Reporting

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Advertise with Snapchat AR Lens

AR Lens will bring a new way for advertisers to storytell and showcase products to consumers.​​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 aud

marketing

Knowledge Base Article

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Compose Snapchat Ads

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Publishing GIFs via GIPHY

You can add animated gifs via GIPHY in your messages through the Engagement Dashboard and Agent Console within Sprinklr. Creating appealing visual content is essential in social media, and the ability to publish Gifs allows you to publish compelling and exciting content dire

experience:space

Insights

GIPHY Video using Engagement Dashboards

GIFs in Engagement Dashboards

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Knowledge Base Article

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Getty

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Transaction in Sprinklr IVR

A transaction in an IVR system is a single unit of logic or work composed of multiple operations. It represents a specific interaction or process that a caller goes through within the IVR system. Each transaction is designed to achieve a particular goal, such as making a payment, checking an account

Service

Knowledge Base Article

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IVR Use Cases

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Agent Performance Digital

The Agent Performance Digital Report provides comprehensive insights into an agent's performance across various digital channels such as chat, email, and messaging platforms. It tracks key metrics like response time, which measures how quickly agents respond to customer queries, and resolution time,

Service

Knowledge Base Article

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Detailed Dashboards

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Account Based Listening v Review Source

GMB v Google.com​Following are some of the differences mentioned between Reviews Coverage through Google My Business (GMB) and Google.com:-​S.NoTitleGMBGoogle.com1.Listening TypeAccount Based Listening Source Page Based Listening2.Authentication/Registration ProcessUsers have to authenticate Owned a

Insights

Knowledge Base Article

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Sources

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Create Sub-cases linked to a Case in Care Console

Streamline customer support issues by associating multiple sub-cases with a case to enable parallel work by multiple teams.Agents can use macros or guided workflows to create sub-cases. The sub-cases created are linked to the cases enabling back-and-forth navigation between the case and sub-cases. C

Service

Knowledge Base Article

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Handling Sub Cases in Agent Desktop

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Sprinklr Social: 20.4 Release Notes

Sprinklr Social is a powerful platform for scaling social media efforts. It offers tools for publishing, engagement, reporting, and more across multiple channels. This release introduces new capabilities designed to elevate customer experiences at every touchpoint, delivering strong business impact.

marketing

Insights

social

Service

Knowledge Base Article

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20.4 Release (5th Apr '25 Onwards)

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Create Shift Trade Requests

Shift Trades in a contact center allows you to exchange your scheduled shifts with another agent. This functionality provides the flexibility to manage personal commitments without disrupting service levels. In Sprinklr’s Workforce Management, you can raise full or partial, open or closed, and one-w

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Create Shift Trade Requests

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Agent FCR

FCR stands for First Contact Resolution. It measures the percentage (or number) of customer cases that have been resolved/closed in the first contact with the brand in a given time range. This metric can be measured for both Voice and digital Channels. FCR is a crucial measure of call center efficie

Service

Knowledge Base Article

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Voice Use Cases

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How to Bulk Import Ads

Use the Ads Manager to bulk import ads and upload spreadsheets containing information on campaigns, ad set, and ad information.​Importing ad and campaign-related information is an effective way to speed up your campaign process and lets you run a large number of ads within a short period. This featu

marketing

Knowledge Base Article

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Getting Started

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Sprinklr Marketing : 17.7 Capabilities and Enhancements

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!Navigation TipsRead through the release notes below, or you can click on a

Modern marketing and advertising

Modern Marketing

release_note

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v17.7.0 (July)

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Bulk Import Time Off Request and Balance

You can import Time Off requests and balances in bulk using spreadsheets. Using this functionality, you can import Full-day or Partial-day Time Off requests. This feature eliminates the need to update each agent’s Time Off balance manually and makes it easy to sync data from external leave managemen

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Time Off Management

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Macro Extract

This documentation outlines the extract capturing macro usage activity within digital case interactions. The Macro Extract provides event-level records reflecting each instance where a macro is applied to a case in the platform.Each row represents a specific macro application event, capturing the as

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

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Survey Response Extract

The Survey Response Extract captures survey data at the question‑answer level, where each row represents a single answer to a particular survey question. For example, a survey containing five questions will generate five rows for each completed survey response on a case. Records are created on the d

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Digital Data Extracts

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Editing AI-generated Category & Sentiment

Edit and Delete InsightsProduct Insights provide the capability of editing and deleting insights on the platform. Let’s understand in a stepwise manner how this can be done:Double-click on any message containing insights, like the one shown belowIn the right-hand pane that opens up, click on “Produc

Insights

Knowledge Base Article

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Advanced Concepts

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Getting started with deflection

OverviewDeflection enables brands to redirect users seamlessly from social media channels to live chat. This feature allows brands to enhance user engagement and improve efficiency and security by providing easy transitions from social channels to live chat.Key BenefitsEnhanced User Engagement: Redi

Service

Knowledge Base Article

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Configuration Steps