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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

Knowledge Base Article

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Workforce Management Permissions

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Multiple Captions for Advocacy Posts

The Multiple Caption feature will allow content curators to create multiple caption options for the same post. This will enable advocates to select their preferred content copy and share that on their social channels. Sharing of diverse content by advocates increases the reach and visibility of the

Knowledge Base Article

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Content Curation

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Global Audio Settings

Introduction When an agent is connected to the customer, an agent can have flexibility in terms of audio output and input on the call controls settings. Agent can control the Input device audio setting, Output device audio setting, Ringtone Output device audio setting with ease.  Business Use Case S

Knowledge Base Article

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Handle Inbound Calls

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How are Knowledge Base Insights Generated?

Knowledge Base Insights are generated through a multi-step process aimed at identifying areas where new articles should be created or existing articles should be updated based on customer cases. Here's a detailed explanation of each step:Step 1: Identify Question-Answer Pairs - Each article within

Knowledge Base Article

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Introduction

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How to resolve microphone issue

Sometimes due to system, device and network issues, agents or customers may report voice loss during their ongoing conversations. At that time as a primary action, it becomes most important for the agent to ensure whether they are connected properly to the device.If the agent is facing issues regard

Knowledge Base Article

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Setting up Agent Persona

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Create a Branded Site Experience

Branded Site Experience, a strategic practice, involves the customization and tailoring of visual elements on a platform to align with an organization's brand identity. This encompasses integrating unique design elements such as logos, colours, fonts, labels, and imagery, consistently following

Knowledge Base Article

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Platform Configuration

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Design Effective Leaderboards to Recognise Champions

Advocacy platforms have grown in sophistication, enabling greater user engagement and customization. One of the key features contributing to this user-centric approach is the Program Leaderboard. But what exactly is it, and why does it matter? What are Program Leaderboards? Program leaderboards

Knowledge Base Article

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Gamification

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Make Content Searchable in the Advocacy Site

Within Sprinklr Advocacy, advocates can search their content/ keywords easily, by clicking on the search icon present upfront on the Home tab in the Advocacy site. Advocates can use the search functionality to find content related to the issues, topics, or campaigns that the advocacy focuses on. To

Knowledge Base Article

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Content Administration

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Headphone Integration in Call Controls

Call controls within Sprinklr can be accessed manually or through integrated headphones. This functionality allows agents to perform various essential actions during calls using headphone controls.We have fully integrated Jabra and Poly Voyager headset functionality with our call controls to enhance

Knowledge Base Article

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Call controls

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Conditions applicable with pre publishing rules

In this article we will cover the various conditions used in Pre publishing rulesPre Publishing Rule ConditionsConditionsDescriptions The channel properties of the Message Set the condition based on the following Channel properties: AccountAccount Owner U

Knowledge Base Article

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Pre publishing rules

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How to view scheduled callbacks

Supervisors and agents can leverage the Callback Manager to monitor the callbacks scheduled by the agents or to reschedule the call if required. Once the callbacks are scheduled, the agents and supervisors can view them along with other critical information such as State of Callback, Case number, et

Knowledge Base Article

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Callback Use Cases

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Enhanced Modern View for Inbound Window in Distributed

With the v.19.8 release, Sprinklr Distributed is endowed with an enhanced UI that provides a fresh look to the platform. In this article, we provide you with the details of the changes you will view in the Inbound window within Distributed. To be able to use the enhanced Distributed modern view, you

Knowledge Base Article

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Miscellaneous (Distributed User)

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How to Use Application Testing for Whatsapp?

To learn about Application Testing, see What is Application Testing?​Before You StartNote: To enable Application Testing for Whatsapp, please contact tickets@sprinklr.com and provide the Partner Name ID and Name. If you are unsure of your Partner ID and Name, please contact your Success Manager for

Knowledge Base Article

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Testing Bot Workflows

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Introduction to Sprinklr Voicebots

Introduction to Voice BotsVoice bots are advanced conversational agents that leverage artificial intelligence (AI) and natural language processing (NLP) to interact with users through spoken language. Unlike traditional chatbots that rely on text-based communication, voice bots can understand and re

Knowledge Base Article

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Voicebots - Introduction & Use Cases

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WebEx Integration in Advocacy​

Sprinklr Advocacy admins can use the capability of amplification to increase the reach and visibility of brand content by leveraging Advocacy integration capabilities with the most popular workplace collaboration WebEx Supported IntegrationsBroadcast ImportanceBrands can significantly increase the e

WebEx Broadcast Integration

WebEx Broadcast Integration in Advocacy

WebEx

Knowledge Base Article

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Integrations

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Customize Your Supervisor Console

​You can customize a Supervisor Console persona app according to your requirements. The following customizations can be done in Supervisor Console:Create your teamEnable HyperspaceCreate Quick FiltersCreate Colour TagsShare Reporting dashboards with personaShare Engagement Dashboard with PersonaSupe

Knowledge Base Article

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Setting up Supervisor Persona

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Create Variant

Variant Rules are created to automatically generate variants for parent messages based on certain predefined conditions.Example Use case shown below: This rule creates a variant for Outbound Message which is not a variant. So, as soon as a draft message is created, a variant copy is also created alo

Create Variant

Knowledge Base Article

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Draft Rules

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Add Message Brief Template

Add Brief templates to all the Messages directly without any manual effort by creating a Draft Rule.Example Use case is shown below: A “Sample Email Brief” is attached to the draft messages when the channel is “Email”.How to Set-UpClick the New Tab icon. Under Collaborate, click Manage Rules.In the

Add Website Brief Template

Add Social Brief Template

Add Email Brief Template

Add Message Brief Template

Knowledge Base Article

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Draft Rules

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Naming Convention for Outbound Messages

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

Rule Engine

Knowledge Base Article

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Draft Rules

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Snapshot Reporting on User Custom Fields

You can access Snapshot Reporting for User Custom Fields in the Reporting Dashboard. This feature allows you to track and compare the progress or status of different User Custom Fields over time. Whether it's a campaign, language preference, or any other dynamic custom field that changes periodicall

Knowledge Base Article

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Reporting Entities and its Relation