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Sprinklr v16.2.0 - Sprinklr Service 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 c

experience:space

Winter Release 2021

feature:social-care

16.2.0

+6

release_note

 • 

v16.2.0 (February)

SH
Import training datasets using FPDI

Brands desire greater authority over their Text Classification training datasets. ​They prefer to have their data scientists create the training datasets themselves, determining which message variations to include, rather than relying on suggested messages from social and website sources. Additional

Insights

ai studio

Knowledge Base Article

 • 

Import Training Datasets Using FPDI

SH
Sprinklr Service: Patch Changes (18.5.1)

Sprinklr's latest release offers exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint.

18.5 Release

Sprinklr Service

marketing

Insights

+2

Knowledge Base Article

 • 

v18.5.1 (June)

SH
Guided Workflow Manager

OverviewTo create a customer-facing guided workflow, follow the steps outlined below:Click the New Tab icon. Under the Sprinklr Service tab, select Guided Workflows within Resolve.​Click Add Guided Workflow in the top right corner of the Guided Workflow Manager window to create a new guided workflow

Service

Knowledge Base Article

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Getting Started with Customer-Facing Guided Workflows

RS
Create Streaks in Advocacy

Sprinklr has introduced the concept of Streaks in Advocacy. This capability will encourage engagement, retention, and a competitive spirit among the Advocates. Streaks in Advocacy allows admins to enhance the overall gamification and promote consistent activity.Admins can configure streak elements s

Advocacy - SES

social

Social - SES

Knowledge Base Article

 • 

Gamification

RS
Simplified Widget Builder

The simplified widget builder offers advanced features for creating and managing widgets and dashboards in Sprinklr Social Reporting. It organizes metrics and dimensions into clearly defined categories, addressing specific use cases. The builder also includes an enhanced search that simplifies findi

social

Reporting - SES

Social - SES

Knowledge Base Article

 • 

How to create a new widget

SH
Historical backfills for Listening Topics

Make informed decisions with historical context & dig deeper to surface accurate insights.Data-driven research provides an accurate analysis & drives business decisions with actionable insights. If any message, post, or article is being analyzed in isolation it misses the associated context

Insights

Knowledge Base Article

 • 

Advanced Entities & Settings in Listening

SH
Agent Readiness Overview

In a contact center environment, missed calls can lead to customer dissatisfaction and operational inefficiencies.Two Significant Causes of Missed CallsAgents Marking Themselves Available Despite Technical IssuesAgents occasionally mark themselves as available while facing technical issues with thei

Service

Knowledge Base Article

 • 

Call Readiness Agent Health

RS
Governance

Governance in Customer Feedback Management offers granular control over user permissions across various functional levels, allowing access to be granted based on specific roles and responsibilities. It enhances security and operational efficiency by supporting permissions at the Survey, Program, and

Sprinklr Insights

Insights

New Article

20.10

Knowledge Base Article

 • 

Governance

RS
Workflow Logic Elements

The following topics are available in this article:Update PropertiesDecision BoxGo To Node Add Loop Node Break Loop NodeCall Another Guided WorkflowEmbed Guided WorkflowBusiness Hour Check Various Fields in Business Hour NodeEnd Current WorkflowEnd Execution Import Template ​OverviewThis article

26.1

Sprinklr Service

Service

Updated Article

Knowledge Base Article

 • 

Guided Workflow Canvas

RS
Android - v12.0.1

This article walks you through the step-by-step process of integrating Sprinklr Messenger (Live Chat) with your Android mobile app.​Note: Before you begin, note the following requirements:Sprinklr Messenger requires a minimum Android API level of 24.Sprinklr Messenger for Android supports compileSdk

Service

Knowledge Base Article

 • 

Older Versions

SH
Android - v11.0.0

Note:Sprinklr Messenger for Android supports minimum API 24Gradle version has been updated to 8.3.x and Android Gradle Plugin version has been updated to 8.1.xStep 1: Install Sprinklr Messenger 1. In your root's build.gradle file, add this Maven URL: https://clients-nexus.sprinklr.com/. ​ allpr

Service

Knowledge Base Article

 • 

Older Versions

RS
Android 11.1.1

Note:Sprinklr Messenger for Android supports minimum API 24Gradle version has been updated to 8.3.x and Android Gradle Plugin version has been updated to 8.1.xStep 1: Install Sprinklr Messenger 1. In your root's build.gradle file, add this Maven URL: https://clients-nexus.sprinklr.com/. ​ allpr

Service

Knowledge Base Article

 • 

Older Versions

SH
What is a Sandbox?

Sprinklr Sandbox offers an isolated test environment that mimics your live production environment, allowing you to practise with precision, create without consequences, and change with confidence. Configure features, test integrations, and onboard new teammates in a safe, low-risk environment.Sandbo

experience:space

Insights

social

feature:integrations

+11

Knowledge Base Article

 • 

Getting Started

RS
Setting up a Case Update Rule triggered Social DM distribution

This article describes how to create and configure a Social DM Distribution for sending survey invitations within private social care conversations in Sprinklr Service. The distribution defines the survey invite, delivery settings, and scheduling for post-care feedback. Creating the distribution is

Sprinklr Insights

26.1

Insights

New Article

Knowledge Base Article

 • 

Social DM

RS
Digital Queue Report

The Digital Queue Report provides comprehensive Queue details for all digital channels, including live chat, email, and social platforms such as Facebook, WhatsApp, and Reddit. It offers in-depth information on service levels, service rates, abandons, cases assigned, and handle times associated with

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

 • 

Detailed Report Glossary

RS
Callback Dialers

A Callback dialer is an automated outbound calling system designed to enhance contact center efficiency by allowing users to schedule a callback to a specific phone number at a later time, rather than connecting immediately. The callback dialer records the request and automatically dials the phone n

Service

Knowledge Base Article

 • 

Dialers

RS
Agent Concurrency Report

The Agent Concurrency Report offers insights into the time agents spend on individual cases while simultaneously managing one or more assignments. Analyzing the duration spent on concurrent case assignments provides a detailed understanding of how agents allocate their time across multiple cases. Th

Service

Knowledge Base Article

 • 

Detailed Report Glossary

RS
Queue Callbacks

​Queue Callback is aimed at enhancing both customer experience and agent productivity during periods of high call volume. Rather than waiting on hold, customers can opt to receive a callback while retaining their place in the queue. When an agent becomes available, the system automatically calls the

26.1

Sprinklr Service

20.10

Service

+1

Knowledge Base Article

 • 

Queue Callbacks

SH
Sprinklr v16.5.0 - Unified Platform and Cross-Products 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

experience:space

16.5.0

Insights

Spring Release 2021

+8

release_note

 • 

v16.5.0 (July)