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Global and Workspace Users

User types in the Sprinklr Platform are divided into four levels, shown below from the highest level of access to the lowest level of access.Note: Workspace-level roles override Global-level roles.Global AdminGlobal UserWorkspace AdminWorkspace UserGlobal Admin Global Admin CapabilitiesGlobal Admin

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Knowledge Base Article

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Advanced Capabilities

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Enhanced Audio Controls for Agents

The Global Audio Settings feature in Sprinklr provides agents with the ability to control and customize their audio input and output devices during calls. This feature enhances flexibility, allowing agents to manage how they hear and speak to customers, ensuring that they never miss important calls

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Knowledge Base Article

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Headphones Integration in Call Controls

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Tracking past assignments from reporting

Supervisors can use Sprinklr's powerful Care Reporting module for tracking details of any past assignment with respect to Agent or Work queue. In this article, we will learn about different reporting metrics and how to plot reporting widget for checking past assignments.Creating Past Assignment

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Knowledge Base Article

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Reporting

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Summary Table widget

The Summary Table is a data visualization widget that displays data in a table format and allows users to compare and analyze trends over time quickly. One of the key features of the Summary Table widget is that it automatically displays reporting data for the previous period, allowing users to see

Insights

Summary Table widget

Knowledge Base Article

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Types of Widgets

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Change User Password

Admins can change passwords for their users, in cases where the user has locked their account due to multiple incorrect passwords, and the account needs to be reset for the user to access the account. This article lists out the steps for the same.Steps to change user passwordClick the New Tab icon.

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Knowledge Base Article

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Getting started

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How to Apply QA Checklists in Ads Composer

Eliminate the risk of off-brand advertising with an automated QA Checklist. ​Campaign QA checklist serves as a crucial tool for verifying essential campaign details such as objectives, budgets, timelines, and ad types. By automating this process, you can enhance governance and streamline the approva

marketing

ADS_CHECKLIST_POPULAR

Knowledge Base Article

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Ads Composer Application

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Agent Details Report

The Agent Details Report tracks platform-level activities performed by individual users to support administrative visibility, security, and compliance. This includes logging changes to user properties such as name, email, or assigned roles; updates to permission levels and access rights; login and l

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Knowledge Base Article

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Detailed Dashboards

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TikTok Business API Capabilities and Limitations in Sprinklr Distributed

In this article, we will cover the API capabilities and limitations of TikTok Business as a channel in Sprinklr.​Enablement note: To learn more about getting this capability enabled in your environment, please work with your Success Manager.Engagement capabilities The table below specifies if the me

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Social - SES

DST - SES

Knowledge Base Article

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Channel Limitations (Distributed)

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Agent Change Log Report

The Agent Change Log Report provides a comprehensive log of all changes made to a user within the Sprinklr System, including the method of change and precise timestamps.It tracks updates to User System Properties, User Custom Fields, Routing Skills-Proficiencies, and other routing settings.Furthermo

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Knowledge Base Article

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Detailed Report Glossary

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Create a Column For Instagram Dark Post

This article tells you how to create an Engagement Column containing dark posts of an Instagram Account. Dark Posts are specifically targeted posts. These posts don't appear on your timeline as organic and boosted posts do but appear as sponsored content on the users' feeds you are specifi

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Knowledge Base Article

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Create an Instagram Column in Engagement Dashboard

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TikTok Smart+ Campaigns

Running successful ads requires businesses to invest time and resources to meet their performance goals. Smart+ Campaigns simplify this process by allowing you to create a single, AI-powered campaign that supports all your performance objectives. Automating the process to manage campa

marketing

Knowledge Base Article

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Publish TikTok Ads

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User Platform Activity Report

The User Platform Activity Report shows detailed information about the entire user activity, including dashboard usage, user updates, account, password, Macros, post usages, and edits. It provides an in-depth view of the activity the agent is performing on the platform apart from the other day-to-da

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Knowledge Base Article

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Detailed Report Glossary

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Instagram - API Capabilities and Limitations in Sprinklr Distributed

In this article, we will cover the capabilities and limitations of Instagram Business accounts within the Sprinklr Distributed platform. Instagram has deprecated the Instagram Platform API that allows Sprinklr to support Instagram Personal Profiles in March 2020.Instagram - API Capabilities and Limi

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Distributed

Sprinklr Social

Instagram Capabilities in Distributed

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Knowledge Base Article

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Channel Limitations (Distributed)

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Capacity limits for Channels

Unified Routing enables users to create multiple Capacity Groups inside a Capacity Profile depending on the number of channels (Social, Email, Voice, SMS, etc.) from which the incoming cases come from. In this way, an agent can be assigned cases from multiple channels at a time and we can individual

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Knowledge Base Article

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Additional Use Cases

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Viber Channel Capabilities and Limitations

Viber is a cross-platform instant messaging application that operates over Microsoft Windows, macOS, Linux, Android, and iOS platforms. Viber lets users message each other and exchange media such as images and video records. To utilize the Viber channel to its maximum potential you need to be aware

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Knowledge Base Article

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Getting Started

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Expire Live Chat Templates

You can expire all Live Chat templates (card, carousel, quick reply, etc.) present in a conversation, preventing customers from interacting with them.​​​There are two methods to expire these assets:Via RulesTo do this,Create a Case Update rule in Rule Engine.Under “Actions on chat conversation assoc

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Knowledge Base Article

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Live Chat Assets

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Self Monitoring- Voice

A Self-Monitoring Voice Report is typically used to track and assess the performance of voice interactions of the agents. It allows individuals or teams to monitor their own performance based on predefined metrics or KPIs. In contexts like contact centers, a self-monitoring voice report can help age

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Dashboards

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What is IVR, Its Benefits and Why Sprinklr IVR?

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, allowing them to navigate through a menu using touch-tone keypads (DTMF - Dual Tone multi-frequency). IVR technology helps businesses efficiently handle high call volumes, provide self-service options, and

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Knowledge Base Article

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Understanding IVR

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Deflect Node

OverviewA deflect node allows the chatbot to gracefully guide users to other support channels, such as live chat, to provide them with the most relevant and effective assistance. The deflect node helps optimize customer interactions by ensuring users are directed to the appropriate resources, enhanc

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Knowledge Base Article

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Nodes in a Dialogue Tree

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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

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Knowledge Base Article

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Detailed Dashboards