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Filters in Reporting Dashboard

Filtering reporting dashboards and widgets can help you get relevant data quickly and easily, allowing you to hone in on the information that you need to see for a more focused visualization of data. Whether you need to see the social performance of a single social account, remove older campaigns fr

social

Reporting - SES

Social - SES

Knowledge Base Article

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Getting started with reporting dashboard

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Inbound Supervisor Persona Overview

The Supervisor Console is a comprehensive monitoring tool that offers a holistic view of team performance. It empowers direct supervisors, managers, and heads of organizations to effectively manage and analyze key performance indicators (KPIs) across their entire call-centre organization. With the M

Service

Knowledge Base Article

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Overview of Simplified Supervisor Experience

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Setting Up AI for Routing

In today's fast-paced business landscape, delivering exceptional customer service is essential for success. AI-powered smart routing, such as Sprinklr’s Smart Pairing, is a game-changer in the world of customer support. This feature leverages customer data and AI algorithms to intelligently match un

Service

Knowledge Base Article

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Using AI in routing

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Profiles and Profile Lists

The Audience Profiles, Lists, and Segments components within Customer Feedback Management streamline contact management and facilitate the organization, searching, and filtering of profile information. Audience Profiles help in organizing and filtering this profile data. Profile Lists and Segments a

Knowledge Base Article

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Audience Management

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Creating Agent Nudges

The Agent Nudges builder offers you the ability to create and configure tailored next-best actions that seamlessly appear in Care Console. This innovative feature is designed to enhance agents' customer interactions by delivering pertinent information and actionable recommendations. Whether it's dis

Sprinklr Service

Service

26.1.1

Updated Article

Knowledge Base Article

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Configuration

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Create Strategy Group

The Strategy Group capability within Ads Manager helps you easily create and apply various optimizations to your ad campaigns. This capability provides a platform where you can add parameters that are common to multiple optimizations from a single place.You can add one or more (Smart Budget, Smart B

marketing

Knowledge Base Article

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Setting up Strategy Groups

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Queue Performance Digital

The Queue Performance Digital report in Sprinklr provides insights into the efficiency of managing digital customer interactions, such as chat, email, and social messaging. It tracks key metrics like service levels, response times, and abandonment rates, helping evaluate how well customer queries ar

Service

Knowledge Base Article

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Detailed Dashboards

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Manage Work Types in Sprinklr WFM

Work Types in Sprinklr’s WFM module are combinations of Channels, Queues, and Skills that are used to generate Forecast Scenarios (Run-time Model or Pre-trained Model). They can be configured for various channel types, such as voice calls, live chat, email, and more.Work Type CategorizationWork Type

Sprinklr Service

20.7.1

20.10

Service

+1

Knowledge Base Article

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Manage Work Types

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Unified Platform and Cross-Product: 17.10 Capabilities and Enhancements

Sprinklr's latest release offers 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 click on a Product titl

Core Platform and Cross-Products: Sprinklr Patch Changes (Post 17.7)

Cross-Products: Sprinklr Patch Changes (Post 17.7)

Core Platform: Sprinklr Patch Changes (Post 17.7)

New Releases

release_note

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v17.10 (November)

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Compose Snapchat Commercial Ads

Snapchat Commercials are non-skippable six-second or more video ads that appear within Snap Ads. You can compose Snapchat ads using this new video ad format from the Sprinklr Ads Composer.Use CasesDrive awareness using unskippable video ads that appear during high-quality pr

marketing

Knowledge Base Article

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Compose Snapchat Ads

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Handling Escalated Calls

An escalated call is a type of phone call that is transferred from one customer service representative to another who has more authority, expertise, or decision-making power to address a customer's issue. The purpose of escalating a call is to provide the customer with a higher level of support

Service

Knowledge Base Article

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Handling escalated calls

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Configure Custom Webhook Header Fields for Inbound IVR Calls

Sprinklr supports extracting custom SIP header fields from inbound IVR calls using the Expose Custom Headers From Provider Webhook setting in the Voice Configurator section. This feature allows administrators to map and utilize metadata—such as SIPCallID, P-Asserted-Identity, and User-to-User—for dy

Service

Knowledge Base Article

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Configure Custom Webhook Header Fields for Inbound IVR Calls

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Adding a Google Ads Ad Account

Enabling Google Ads Reporting in Sprinklr1. Click All Settings within Settings under Listen.2. Go to Accounts in Manage Workspace.3. Click Add Account in the top right corner and search for Google Ads.4. Sign-in with the google account which you want to add.​​​To additionally report on performance b

marketing

Knowledge Base Article

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Setting up Google Ads in Sprinklr

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Share Task Views with Other Users

In Project Management, you can share a task view either while creating it or after it has been created. PermissionProject owners, admins, and editors can create and share views. Sharing a view with other users during creationA view can be shared with- Everyone: All collaborators (individual users or

marketing

PM_TASK_TIMELINE_VIEW_2

PM_TASK_CALENDAR_VIEW_2

PM_TASK_SHEET_VIEW_2

+1

Knowledge Base Article

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Manage Task Views

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Best Practices for the MOAT Ads Integration

Additional Considerations​Ques 1. What all Moat metrics will be available in Sprinklr after the integration? The metrics that will be available in Ads Reporting will be customized based on a specific partner’s MOAT setup. For the list of supported metrics, see MOAT Reporting Metrics. Each MOAT

marketing

Knowledge Base Article

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Limitations & FAQs

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Live Chat

What is Live Chat?Live chat is the capability that allows end customers to interact with brands via a messaging interface in real time. Live chat is often deployed on websites and is also referred to as Website chat. However, its usage is not limited to websites, it can be installed on mobile applic

Service

Knowledge Base Article

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Setup - Care Operations

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Send Case Details from Sprinklr to Salesforce

This guide provides step-by-step instructions on how to manually send case details from Sprinklr to Salesforce. By following these steps, users can ensure seamless case transfer for further handling in Salesforce. Prerequisites You must have the necessary permissions to access the Care Console

marketing

Insights

social

Service

Knowledge Base Article

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Overview

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Facebook Domain Verification

Domain Verification allows domain owners to edit link previews coming from their owned sites. Brands can verify that they own certain domains through Facebook's Business Manager. Verification functionality is available to all businesses and establishes access at domain level, including all sub-

social

Knowledge Base Article

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Other Publishing Capabilities

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WhatsApp Business Account Display Name Update

Note: The person updating the profile settings (profile photo, display name etc.) should have admin-level access to Facebook Business Manager.The WhatsApp Business display name is your business name that customers see on your WhatsApp Business profile. When you add a new phone number to your WhatsAp

Service

Knowledge Base Article

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Display Name

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Using Record Forms in Guided Workflow

You can create a Guided Workflow to display the record form you created for the ticketing workflow to the agents. This is implemented using a Transition node in the Guided Workflow.PrerequisitesBefore you begin, ensure the following prerequisites are met:A record form exists. For steps, see Create R

Service

Knowledge Base Article

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Use Record Forms in Guided Workflow