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Restricting agents to use NDNC disabled dialer on Leads

Business problemUsually, the NDNC data (National Do Not Call registry) is stored at the Telco’s end, and the client and Sprinklr don’t have a view of this data. These numbers are not consented to call and are usually identified via DID numbers that have been purchased from Telco.Clients usually have

Service

Knowledge Base Article

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Other Campaign Use Cases

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Setting Up Source Agnostic Account

Once the Source Agnostic channel is enabled in your environment, the next step is to create a Source Agnostic account. Follow the instructions below to complete the setup.Note: To enable this capability, contact your Success Manager.Add a Source Agnostic AccountTo add a Source Agnostic account in Sp

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Source Agnostic

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Actions with pre publishing rules

In this article we will cover the various actions in Pre-publishing rules.Pre Publishing Rule ActionsConditionsDescriptions Change properties of Post Set the action based on the following Post attributes:  TagPartner custom propertyClient custom propertyC

social

Knowledge Base Article

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Pre publishing rules

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Enhancing Sales with Agent Assistance

Sprinklr offers a range of methods to cater to diverse customer preferences with agent-assisted commerce that blends human interaction with digital convenience. It not only enhances the shopping experience but also contributes to higher conversion rates, customer satisfaction, and overall business s

Service

Knowledge Base Article

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Agent-Assisted Sales

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Entity operator in the Topic builder

In this article, you will learn how to use the Entity operator in Topic Builder to build topics easily and efficiently. ​​Building a Topic/Keyword list to fetch mentions on an interested brand, person, or location can be very tedious, requiring long and complex queries to filter out unwanted spam fr

Topic Builder

Insights

Entity Operator

Knowledge Base Article

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FAQs and Advanced Use-cases

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Reporting Glossary for Quality Management and Conversational Analytics

Audit Checklist Response ReportField NameDescriptionChecklist Response CountNumber of times the checklist is evaluated.UserPerson who performed the evaluation.ChecklistName of the checklist used for evaluations.For UserAgent evaluated in the assessment.Evaluation IDUnique identifier for each evaluat

Service

Knowledge Base Article

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Reporting

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Configure Service Level for Individual Queues

Parameters such as Service Level Agreement (SLA) and Short Abandon Time can be updated for individual Work Queues, allowing for tailored reporting specific to each Work Queue's Service Levels. This customization ensures that changes made to the parameters of one Queue do not impact the metrics of ot

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

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Standard Metrics

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Configure LINE Messages in Journey Facilitator

Using Journey Facilitator, you can configure and send LINE messages as part of your customer engagement workflows. LINE is a communication platform that provides messaging, voice calls, and video calls over the internet. By integrating LINE with Journey Facilitator, you can deliver personalized mess

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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LINE

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Configure Quality Management Dashboard

To navigate to ReportsClick Reports on the left pane of the Quality Manager App to view and analyze different reporting dashboards.​To share Reports with Quality ManagersYou can decide which reports are visible to Quality Managers.1. Under the Sprinklr Service tab, click Care Reporting within Analyz

Service

Knowledge Base Article

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Reporting

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Create an Authentication message template

This template is created to support the capability to authenticate your customer through Apple Messages for Business account. This will help you in verifying customer's identity. You can create an Authentication Message template and send it to customers to go through the authentication process.

Service

Knowledge Base Article

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Authentication Template

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Add an Avaya SMS Account

You can instantly connect with customers using their most preferred communication method: text messaging. Within Sprinklr, you can add an Avaya SMS account to be able to send and receive SMS from Sprinklr.​To Add an Avaya AccountClick the New Tab icon . Under Gover

Service

Knowledge Base Article

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Avaya

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Dynamic Capacity in Omni Channel Routing

Efficient case management is crucial for delivering exceptional customer support. To deliver this, Unified Routing introduces the Dynamic Capacity feature, a powerful tool that reduces the consumed capacity for cases based on their inactivity. By intelligently reallocating resources, organizations c

Service

Knowledge Base Article

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Additional Use Cases

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Setting up Bot Rule

Before You BeginBefore configuring a bot rule, it is important to have a clear understanding of the following aspects:Inbound RuleCase Maker RuleOverviewOnce all the preprocessing steps are completed, the Bot Rule is responsible for assessing the status of the bot application when it receives a mess

Service

Knowledge Base Article

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Bot Rule Setup

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Terms and Conditions in Sprinklr

Overview The Terms and Conditions feature in Sprinklr enables organizations to present compliance-related agreements to users during the sign-up process or upon login, ensuring that regulatory and internal compliance requirements are met. This feature is especially useful for enforcing user acknowle

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Social - SES

Governance - SES

Knowledge Base Article

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Others

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Queues Usage

Queue Usage allows users to view where a specific queue is referenced across various components such as process workflows, voice campaigns, rules, guided paths, and work queues. It provides visibility into dependencies, helping users assess the potential impact of changes and enabling efficient navi

Sprinklr Service

New Article

20.10

Service

Knowledge Base Article

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Additional Use Cases

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AHT Indicator on Call controls

The call controls shown to the agent's screen is a very powerful tool for the agent as it allows them to perform multiple functions. The timer running on the screen shows them the time they spent on the call.Business Use case Oftentimes contact centers have strict AHT’s which they want the agen

Service

Knowledge Base Article

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Additional Use Cases

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Sprinklr Marketing : 19.8 Capabilities and Enhancements

Sprinklr's latest release features innovative AI capabilities and an enhanced marketing experience. Read more about Sprinklr's latest platform enhancements that offer exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.​​Sprinklr

marketing

Insights

social

Service

Knowledge Base Article

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19.8 Release (Aug 23 - Sept 1, '24)

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Date Range Filter on a Reporting Dashboard

Learn how you can limit the results on a dashboard by using the Date Range filter.In reporting dashboards, you have the ability to define the date range or duration to filter the results on the dashboard to the data that falls in a specific date range. For example, on a reporting dashboard, you want

Date Range Filters

Service

Knowledge Base Article

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Configure Reporting

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Sprinklr Social: 19.2 Capabilities and Enhancements

Sprinklr's 19.2 release comes with exciting new capabilities(Publishing, Engagement, Distributed, Advocacy) that will further enhance your experience of using the platform.

marketing

Insights

social

Service

Knowledge Base Article

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19.2 Release (Feb 17-25, '24)

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Sharing of Reports and Engagement Dashboards

Reporting and engagement dashboards helps agents to review their performance and get an idea of overall cases handled by them.Share report dashboards with inbound agent persona1. Click the Options icon in the top right corner of the desired reporting dashboard and select Share.​2. On the Share D

Service

Knowledge Base Article

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Setting up Agent Persona