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Assignment Engine Details

The Assignment Engine is used to assign incoming cases or messages to specific teams or agents based on various criteria, such as language, priority, or customer profile. This feature is useful for optimizing case management workflows and ensuring that cases are assigned to the most appropriate team

Service

Knowledge Base Article

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Setting up Assignment Engine (Legacy)

RS
Helper Endpoints

Endpoint: POST /paid/resource/user/accountsRequest Body:Field NameField TypeDescriptionaccountUserIdStringThe unique identifier of the account user.destinationTypeEnumThe type of destination associated with the ad or request.adObjectiveEnumThe objective of the advertisement campaign.startLongThe sta

marketing

Knowledge Base Article

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Helper Endpoint

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Manage Records via Guided Workflows

OverviewEntities are objects and contain multiple fields. Each object within an entity is referred to as a record, which is stored in the customer database.​There are 3 types of entities: System Entity, Standard Entity (Entities that are common across all partners like case/profile/task), and Custom

Service

Knowledge Base Article

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Managing Records

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Workforce Management Permissions

The Workforce Management (WFM) permissions section is vital for the contact center's efficient and seamless functioning. By carefully managing permissions, Administrators ensure that users have access to the tools and information needed to perform their roles effectively. This not only enhances

26.1

Sprinklr Service

20.7.1

Service

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Knowledge Base Article

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Workforce Management Permissions

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DCM Metrics in Ads Reporting

Leverage this detailed list of all DCM metrics available in Sprinklr's Ads Reporting to operate the reporting dashboard better.Given below is a list of all DCM metrics, along with their descriptions:DCM Metric NameSprinklr NameDescriptionActive View: Eligible ImpressionsDCM Active View Eligible Impr

marketing

Integrations

Ads Reporting

DCM Metrics in Ads Reporting

+1

Knowledge Base Article

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Manage Custom Metrics

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Restrict Users from Publishing an Asset that Is Going to Expire

Sprinklr's rule engine allows you to configure rules that can halt the publishing of outbound content from some or all of your social accounts. Rules that stop publishing can be used as part of your crisis management strategy to stop scheduled messages from being published or prevent the publishing

Publishing - SES

automation

Kill Switch

Outbound Message

+4

Knowledge Base Article

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Automation in publishing

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Task Overlay

Task overlay refers to task details screen. On task overlay you can perform all the actions associated with a task. To open the task overlay of a task in task sheet view, click on View Details icon which appears upon hovering over the task.   Let's discuss each of the task actions we can p

PM_POPULAR_2

26.1

marketing

PM_TASK_TIMELINE_VIEW_2

+6

Knowledge Base Article

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Task Overlay

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Add a Distributed User (Admin)

Distributed is a Sprinklr lite version, for someone whose focus is not related or limited to social media marketing. It is just the right solution for your business if it requires a compliant method of distributed local content. Sprinklr allows users to distribute user capabilities to

Getting Started

Add a Distributed User

social

Social - SES

+3

Knowledge Base Article

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Governance (Distributed Admin)

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Widget visualization type - Bar

Bar charts are ideal for comparing a single data category or multiple categories. If multiple categories are being compared, the bars can be grouped together to form a grouped bar chart. Vertical or horizontal bars can be utilized to create visual representations of bar charts. Steps To Add a Bar Wi

social

Reporting - SES

Social - SES

Knowledge Base Article

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Data visualisation types

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Polls Management Overview

The Polls feature is a powerful and interactive tool that allows brands to engage with users. This article delves into the benefits of integrating Polls into community products, unveiling their potential to enhance user engagement, drive data-driven insights, foster community building, and facilitat

Community Builder

Service

Community

Knowledge Base Article

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Polls

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Estimated Clicks Metric in Reporting

Estimated Clicks previously referred to as Filtered Clicks, is a metric in Reporting Insights. Many actions can result in a click on a link, such as a person clicking the link in the post, a known search engine or bot crawling the social network to index content, a widget loading a photo from a link

social

Reporting - SES

Social - SES

Knowledge Base Article

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Advanced Features

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Reporting Glossary for Coaching

Below is the reporting glossary for coaching:TermDescriptionSession StatusIndicates the status of the coaching session, such as Completed, Canceled, Started, or Scheduled.Session CreatorRefers to the user who created the coaching session.ParticipantEncompasses all users involved in the coaching sess

26.1

Sprinklr Service

20.10

Service

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Knowledge Base Article

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Coaching

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Time Off Balance Report

The Time Off Balance Report tracks all updates to time-off balances at the agent level. It provides a detailed overview of time-off transactions for efficient management and enables users to track and analyze time-off balances. The report includes insights into timestamps, user activity, and policy

Sprinklr Service

Service

Updated Article

26.4.1

Knowledge Base Article

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Detailed Report Glossary

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How to Track Approvals & Rejections in Ads Reporting

Build dashboards to track approvals and rejections based on different performance indices.​Advertising approval frameworks are important to avert any exposure to risk for brands across communication cycles. Hence, tracking the volume of approvals and rejections becomes a KPI metric of governance and

marketing

Approval Workflow

Advertising

Governance, Securities and Admin Capabilities

Knowledge Base Article

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Advanced Use Cases

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Smart Budget Strategy Groups Overview

Effortlessly allocate budgets to ad campaigns, reducing errors and the required cost per action.​Sprinklr Marketing (Ads)’s Smart Budget Allocation eliminates the guesswork and uncertainty that comes with manually allocating budgets. Powered by an AI-based algorithm, Smart Budget provides performanc

marketing

Knowledge Base Article

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Overview

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Custom Metrics in Benchmarking

Custom Metrics allow you to create your own derived metrics using the standard reporting metrics. These custom metrics can be used to collect and analyze data that reporting does not track automatically. Custom metrics offer you to build dynamic metrics based on industry-standard norms and various b

Insights

Custom Metrics in Benchmarking

Knowledge Base Article

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Advanced Concepts

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Configuring Source Selection for Live Chat

Configuring a connector in Data Connectors refers to the process of setting up and configuring how data is exchanged between Sprinklr and external systems. A connector acts as an interface or bridge that facilitates the flow of data between Sprinklr and other platforms (For example CRMs, databases,

marketing

Insights

social

Service

Knowledge Base Article

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Configuring Source Selection for Live Chat

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Shrinkage Report

The Shrinkage Report compares scheduled time with actual time across activities and time off.When you create a new widget in a reporting dashboard using the Service Analytics data source, the Shrinkage Report appears under the Workforce Management Report Group in the Widget Builder when you select a

26.1

Sprinklr Service

20.10

Service

+1

Knowledge Base Article

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Detailed Report Glossary

RS
Sprinklr Copilot for Listening Dashboards

The Sprinklr Copilot for Listening Dashboard is designed to enhance your data analysis experience. It leverages generative AI to deliver key insights in concise, natural language while detecting anomalies, highlighting key trends, and uncovering the root causes of data changes. It leverages all the

Sprinklr Insights

Insights

Updated Article

26.4

Knowledge Base Article

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Sprinklr AI+

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What is Social Listening?

Social listening is the practice of monitoring and analyzing conversations and online mentions related to a particular brand, topic, or industry across various social media platforms, forums, blogs, and other online channels. The goal of social listening is to gain insights into customer opinions, p

Insights

Social Listening

Knowledge Base Article

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What is Social Listening?