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Digital Agent Performance Extract

This extract provides assignment-level visibility into agent activities on cases. Each record represents a single case-to-agent assignment and captures the actions performed by the agent during that specific assignment window.This extract enables granular tracking of case handling at the assignment

Knowledge Base Article

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Digital Data Extracts

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Send One Time Notification for Proactive Messaging

Sprinklr allows brands to send one-time marketing campaigns on WhatsApp for promotional, transactional, and marketing purposes. This involves starting a brand-initiated conversation hence only HSM templates can be sent. The whole process can be divided into 4 steps where:Create marketing content (HS

Service

Knowledge Base Article

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Trigger Bulk Campaigns

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Publish to LINE

LINE supports many types of posts that can be published via Sprinklr including Text, Photo, Video, Audio, and Image Map. You can easily schedule your post and publish it to a specific target audience in LINE from the Publisher. You can also customize the images to be published using the image editor

Service

Knowledge Base Article

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Create and Publish Messages

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Add a Yammer Account in Sprinklr

Adding a YammerGroup account in Sprinklr allows your team to engage, publish, report, and monitor your brand's Yammer account from the Sprinklr platform.Now, Sprinklr supports the addition of both Public and Private Yammer Groups. Please do note that you will able to add only those groups which you

Engagement

capabilities

social

yammerr

+2

Knowledge Base Article

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Yammer

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Naming Conventions for Sub-Campaigns

Automating the process of naming Sub-Campaigns by adding the Set Naming Convention action eliminates the manual effort of users in naming the Sub-Campaign. This saves a lot of time for the users. Having a standard naming convention simplifies the identification and maintenance of a multitude of Sub-

marketing

Rule Engine

Knowledge Base Article

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Sub-Campaign Rules

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How to Create Ads Restricted Metrics

To Create Restricted Metrics in Ads ReportingClick the New Tab icon . Under the Sprinklr Marketing - Advertising tab, click Ads Reporting within Analyze.On the Ads Reporting Home, click the Options icon in the top-right corner and select Restricted Metrics. 3. If you are on a Ads Reporting Dashboard

marketing

Knowledge Base Article

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Create & Manage

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Agent Assist Overview

Introduction Agent assist is a medium that helps customer service representatives handle customer inquiries more efficiently and effectively. It uses natural language processing (NLP) and machine learning (ML) to understand customer requests and provide relevant information in real-time. ​The benefi

Service

Knowledge Base Article

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Agent Assistance

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Use-Cases of Record Page Builder

​Increase/Decrease the Height of a WidgetThe height of a widget can be increased by changing the same in settings. When clicked on a particular widget as shown in the screenshot below. For Example, within Settings, you can set the height of a widget to 50 rem, depending on the requirement. ​​Channel

Service

Knowledge Base Article

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Use Cases of Agent Desktop Layout

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Multilingual support for assets

Sprinklr provides translation support for WhatsApp interactive assets, enhancing your ability to manage and deliver multilingual content. This feature facilitates localized customer experience and allows you to engage with your audience more effectively.Key benefitsAutomatic Translation Integration-

Service

Knowledge Base Article

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Advanced Use Cases

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Agent Performance Voice

An Agent Performance Report provides detailed insights into an individual agent's work metrics and efficiency. It typically includes data such as the number of cases handled, response times, resolution times, customer satisfaction scores, and other key performance indicators (KPIs). This report help

Service

Knowledge Base Article

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Detailed Dashboards

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Update Schedule Scenarios

This page discusses how updates can be made for Schedule Scenarios.Prerequisites for updating Schedule Scenarios:Sprinklr WFM should be enabled for the environment.You must have access to the Workforce Manager Persona App.View, Publish, and Edit permissions under the Scheduling section in the Workfo

Sprinklr Service

20.10

Service

26.1.1

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Knowledge Base Article

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Schedule Scenarios

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Strategize your PR outreach

Imagine your brand is struck with a PR crisis and as the PR professional in the company, you are now responsible to come up with a post-crisis plan. The first and foremost action plan is to control the narrative around your brand by communicating to the masses as soon as possible. You can write blog

Insights

Knowledge Base Article

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Strategize your PR outreach

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Smart Comprehend Features and Functionalities

This article outlines key features and functionalities of the Smart Comprehend module. Recommending Language-Variant Articles Based on Agent Platform LanguageSmart Comprehend supports recommending knowledge-base article variants based on the agent’s platform language, even when the case language is

26.1

Sprinklr Service

New Article

Service

Knowledge Base Article

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Smart Comprehend

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Conditional Mapping in Dynamic Video Templates

Conditional Mapping lets you control the visibility of video elements using predefined rules or custom scripts. When you apply a Dynamic Video Template (DVT) to Catalogs or Automated Feeds, you can add conditions to video layers such as text, shapes, banners, overlays, and logos, to dynamically show

Knowledge Base Article

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Apply Conditional Mapping in Dynamic Video Templates

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Sprinklr Insights: 20.4 Release Notes

Sprinklr Insights is an advanced analytics platform that helps businesses better understand customer interactions across multiple channels. The 20.4 release brings new features aimed at enhancing customer experiences, driving significant business impact, and improving overall outcomes.Here are the k

marketing

Insights

social

Service

Knowledge Base Article

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20.4 Release (5th Apr '25 Onwards)

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MCP Protocol

Model Context Protocol (MCP) is a shift in how Sprinklr’s platform communicates with LLMs and external services. Inspired by modern LLM architectures like Anthropic's tool usage framework, MCP introduces a structured and configurable system for exposing external tools to models, enhancing flexibilit

Service

Knowledge Base Article

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Dynamic Workflow

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Export Metadata for SSO Configuration ​

Export Meta Data - this feature gives the capability to download metadata files in XML format from the platform which contains information of​:1. Sprinklr Entity Id (Issuer Name) ​2. Sprinklr Public Key Certificate ​3. Sprinklr Assertion Consumer Service URL ​This feature helps in reducing manual ef

social

Knowledge Base Article

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SSO

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Why is email customer service important for brands

Email customer service is an important aspect of a brand's communication strategy, as it can greatly impact customer satisfaction, Net Promoter Score, brand loyalty, and ultimately business success-1) Convenience: Email customer service is a convenient option for customers who cannot or do not

Service

Knowledge Base Article

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What is Email Customer Service?

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Call Level Quality Report

The Call Level Quality Report provides a comprehensive view of evaluations conducted on your calls, including detailed call-level data. It allows you to track calls with pending evaluations and re-evaluations and access specific call details. Additionally, the report enables you to visualize evaluat

Service

Knowledge Base Article

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Detailed Report Glossary

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Enhanced Modern View for Distributed Home Page

The Distributed platform now comes with a completely revamped UI that provides a fresh look to the home page and enhances your experience of using the platform. The space is now fully utilized, while the widgets are strategically placed, and tailored to cater to your specific needs while using the p

social

Social - SES

DST - SES

Knowledge Base Article

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Miscellaneous (Distributed User)