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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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Care Console Widgets in iFrame

Sprinklr is enhancing its iFrame functionality by integrating the Sprinklr Care Console’s widgets in the iFrame. This upgrade lets you customize the iFrame based on your business needs and embed it within your CRM. You can directly use Sprinklr Care Console widgets like Smart Assist, Agent Nudges, P

Knowledge Base Article

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iFrame

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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-

Knowledge Base Article

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Advanced Use Cases

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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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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

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Automated Ads: Activity Log Enhancement​

Automated Ads Activity Log feature enhances your ability to track and audit changes made to Automated Ads campaigns and feed data within Sprinklr. ​This feature provides a comprehensive audit trail, distinguishing between dynamic and static changes, which aids in diagnostics and ensures transparency

Knowledge Base Article

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Advanced 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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Forecast Driven Distribution

The Forecast Driven Distribution feature enables the administrator to efficiently distribute cases among user groupsbased on the forecast generated for different workloads. In-case there is no active forecast, the system then distributes cases using fallback percentages for all groups.Also, by selec

Knowledge Base Article

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Setting up Queues

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TikTok Ads Reporting Dimensions

Leverage this detailed list of all TikTok dimensions available in Sprinklr's Ads Reporting to gain more insight into your TikTok Ads. Given below is a list of all TikTok dimensions, along with their descriptions.Native Dimension NameSprinklr Dimension NameDimension DescriptionDateDateBreakdown

Knowledge Base Article

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Dimensions

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Automated Ads: Ads Manager Capabilities

Automated Ads are now synced with Ads Manager at Paid Initiative, Ad Set and Ad Variant level allowing users to effortlessly view and track information about automated campaigns within Ads Manager. In this article, we'll cover how to access automated feed details and address any errors directly from

Knowledge Base Article

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Advanced Use Cases

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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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Enabling Desktop Notification for Care Alerts

Enabling desktop notifications for Care Alerts ensure that the users receive real-time alerts even when Sprinklr is running in the background. This feature helps users stay updated on important events without keeping the Sprinklr tab open at all times. To enable these notifications, users need to ad

Knowledge Base Article

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Call controls

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Supervisor Approval on Disputes

Agent Managers can validate disputes raised by agents on evaluations. To enable this, you can set up the Dispute Approval Flow at the checklist level. Once configured, managers have the ability to approve or reject disputes. When rejecting a dispute, they can also provide comments for the agent's re

Knowledge Base Article

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Agent Acknowledgement

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Default Date Filter on Different Reports

Date Filters are present at the widget level and help you sort the data according to the metric/dimension added in the date filter. It means that cases will populate according to that date filter.For example, if the case count is plotted with the date filter added in the widget as Case Creation Time

Knowledge Base Article

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Reporting Entities and its Relation

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SLA Preset Configuration

SLA metrics are used for measuring agents' response times against pre-set objectives (in consideration of business hours, if applicable) to determine brand and employee performance. SLA preset configuration feature helps businesses streamline and manage their service level commitments efficient

Knowledge Base Article

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Reporting Entities and its Relation

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Stacked Bar widget

The Stacked Bar widget is a type of chart that represents data with multiple categories or groups and compares the total value of each category while also showing the relative contribution of subcategories to that total.In a Stacked Bar chart, the categories are represented by horizontal bars that a

Stacked Bar Widget

Knowledge Base Article

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Types of Widgets

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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