Overview of Agent Console

• Sprinklr’s Agent console is a Customer Care Agent facing tool that helps agents resolve customer queries via chat and call over multiple social and messaging channels. It provides a comprehensive view of messages and cases, with full conversation history and other details in a single view. This allows teams to maintain and view inbound volume while streamlining message processing workflows.   

• Consolidate social activity, chats, emails, community discussions, survey results, case history, and CRM data together in one place for a comprehensive view of each customer – so agents can deliver fast, personalized responses.

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• Omnichannel support in agent console refers to the ability to provide customer support across multiple channels, such as email, chat, and social media, all from one unified platform. The following are best practices for implementing omnichannel support in a agent console:

  • Ensure that the console is able to integrate with various communication channels and platforms, such as email accounts, and social media platforms.

  • Provide a unified interface for agents to view and manage all customer interactions across different channels.

  • Allow agents to easily switch between channels to respond to customer inquiries, without having to log in and out of multiple systems.

  • Provide agents with a complete view of the customer's history and interactions across different channels, to help them provide more personalized and effective support.

  • Use automated routing and prioritization to ensure that customer inquiries are directed to the most appropriate agent, based on the channel, language, and subject matter.

  • Use analytics and reporting to gain insights into customer interactions across different channels, and use that information to optimize support processes and improve customer satisfaction.

  • Train agents on how to handle different types of customer interactions across different channels, and provide ongoing support to help them improve their skills.

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Message Level Actions in Agent Console

• Hover over the Options icon alongside the desired message in the Conversation pane in Agent Console to take different actions such as applying a macro, assigning the message to the given agent, directly replying to any message, archiving the message, setting reminders on the message, previewing on a rule, etc.