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IVR Transfer/Conference

Sprinklr IVR provides us the ability to add an IVR in a conference with the agent and the customer. In this article we will learn about how admins can configure an IVR Transfer and Conference and how the agents can use it.Business Use Case​Customer care agents sometimes use an IVR flow to guide the

Sprinklr Service

20.10

Service

Updated Article

Knowledge Base Article

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IVR Use Cases

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Analyze Conversation Insights Report

Learn how to analyze your Conversation Cluster report in Conversation Insights.After successfully creating a conversation cluster report in Conversation Insights, it will move to in-progress status. On average, it will take 45-60 minutes for the report to be ready once submitted, depending on the si

Analyze Conversation Cluster Report

Insights

Conversation Insights

Knowledge Base Article

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Analyze Conversation Cluster Reports in Conversation Insights

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Manage Reporting Dashboards

Within a Reporting Dashboard, there are several actions you can take to manage the dashboards.Edit Dashboard's Name and TagsEdit a Reporting Dashboard's Name and Tags by hovering over the Options icon  and selecting Edit.Make your desired changes and click&nbs

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Reporting - SES

Social - SES

Knowledge Base Article

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Getting started with reporting dashboard

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Sources FAQs

Below are some of the frequently asked questions about Sources in Location Insights –What is meant by sources in Location Insights?The review websites, news, blogs, owned accounts, and listening data from which we get client specific data into Sprinklr to run AI models on, are known as sources.How i

Insights

Knowledge Base Article

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FAQs

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Overview of Advocate State Transitions & Workflows 

Advocate State Transitions and Workflow in an advocacy program refer to the various stages and actions that advocates go through after onboarding the platform and during their engagement with the program. Importance:  These state transitions and workflow help program administrators track and manage

Advocacy - SES

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Social - SES

Knowledge Base Article

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Advocacy User Management

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Lead and Lead Events

The process of gathering and analyzing accurate data from various sources to find answers to research problems, trends and probabilities, etc., to evaluate possible outcomes is known as Data Collection. Data ingested in the platform can be used to create either leads or lead events.Lead EventA lead

Importing Profiles

Service

Knowledge Base Article

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Connectors in Data Collection

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Operators FAQs

Get answers to the most frequently asked questions about different types of operators supported by Sprinklr.Are operators globally available for all customers?Yes, operators are globally available for all customers.What happened prior to operators?Previously, when these new operators like title and

Operators Frequently Asked Questions

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Operators FAQs

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FAQs and Advanced Use-cases

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Use the IVR Loop Node to Process API Returned Lists

Sprinklr's Interactive Voice Response (IVR) system enables admins to loop through values within lists returned by APIs. This guide covers how to leverage the Loop node to iterate over each item in a list and dynamically perform actions on each value, such as sending individualized messages.​API

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Use the IVR Loop Node to Process API Returned Lists

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Add Annotations on graphs in Listening dashboards

Annotations give you the ability to add annotations to certain charts. They are attached to the dates themselves, so can only be seen in a graph or chart where Date is the primary dimension. Once created, the annotation will appear as a small box on the graph that expands when hovered over. To acces

Insights

Knowledge Base Article

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Advanced Entities & Settings in Listening

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Marketing Persona Apps FAQs

Persona Apps FAQs​How do I access the Marketing Persona Apps?The Standard Persona Apps are enabled by default on the Sprinklr Platform, along with the LaunchPad View simultaneously providing access to both the Persona and the holistic Sprinklr interface. For more information on navigating to the Mar

marketing

FAQs

Persona Apps

Knowledge Base Article

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FAQs

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Use Cases for Stats Import

SUMMARYThis article covers use cases of stat import and its value.PersonaAds Media Manager and Insights Analyst wants to be able to see all data in one place to analyze which ads are performing wellAds Media Manager and Insights Analyst wants to be able to identify the lifetime value of a userAds Me

marketing

Knowledge Base Article

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Getting Started

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Video Call Quality Management

OverviewThe feature introduces enhanced value to video calls between agents and customers by extracting valuable insights. When engaged in video calls, a transcript gets generated. This transcript is then analyzed by an AI model, yielding valuable insights that can be utilized by agents. Video calls

Sprinklr Live Chat

Service

Knowledge Base Article

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Additional Features

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UTM Manager

What is UTM? UTM refers to "Urchin Tracking Module" parameters. UTM parameters are tags added to URLs in order to track the source, medium, campaign, and other relevant information about a link's origin and the context in which it's being clicked.   UTM parameters are used in digit

marketing

Publishing - SES

Social - SES

UTM Manager

Knowledge Base Article

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Web Analytics

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Activity Dashboards

On the Community Reporting Dashboard, you can customize, expand, and filter into metrics to develop data-based strategies to continuously improve your content performance on the community.​Use CasesTo View Reporting on Community ActivityYou can classify the activities of the community members by Act

Service

Knowledge Base Article

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Reporting

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Adding a Custom Source

Custom sourcesLocation Insights is not only restricted to the supported list of review domains available on the location page. In case, the customers want to listen, track and analyze any new review domains which are currently not supported in location insights, they can raise a custom domain config

Insights

Knowledge Base Article

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Sources

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Set Priority to your Requests

Create a request rule to automatically categorize your requests based on the type of request. This way you can ensure that all the high priority requests are never deprioritised. You can also group requests based on priority or filter them as necessary in production dashboards. Once the rule is enab

marketing

Rule Engine

Requests

Knowledge Base Article

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Request Rules

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Smart Summary on Case Closure via After Call Work

After a call between an agent and a customer ends, Sprinklr AI+ generates a summary of the conversation using transcribed messages in the ACW (After Call Work) form.How does it work?To generate a summary, the transcribed voice messages between the brand and the customer will be sent to Sprinklr AI+

Service

Knowledge Base Article

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Agent Assist

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Export Contact Driver

You can export specific versions of a Contact Driver Model to download and review model definitions outside the platform. This capability supports governance, audits, reviews, and offline analysis of Contact Driver configurations. The export process is available from multiple entry points and works

Sprinklr Service

New Article

26.4

Knowledge Base Article

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Creating Contact Driver Models

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About the Rule Engine

The Sprinklr Rule Engine is a powerful tool that can be used to automate workflows, assignments, properties, and more. By configuring Rules, you can increase efficiency, transforming manual processes to automated workflows that execute according to the conditions that you set. Rules can be used to

Rule Engine Basics

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Rule Engine

Knowledge Base Article

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Rule Engine

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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