Introduction 

Agents have a different UI as compared to Admin view. In Sprinklr you set up this view from Persona App Manager, and you create as many personas as you require. In Persona App Manager, you set the visibility conditions for the agents with ease. 

Business Use Case 

• Most of the time using the visibility condition drills down on the basis of availability status of agents. Even though it’s better to make only “Available” agents visible while initiating agent transfer/conference, sometimes because of business requirements clients want agent in other availability status to be visible in the transfer/conference.  

• There might be other conditions based upon which you can set the visibility conditions. 

Configuration 

Setting up the agent visibility during transfer/conference is done in few easy steps:

1. While on the Sprinklr landing page, search “All Settings”.

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2. On the left side of screen, select “Manage Customer”, and then select the “Persona App Manager”.

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3. Here you will see all the personas that are available/created for the client.  

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4. Select the persona for the agent, and select the Settings icon on top.

5. Here you see “Voice Call”. Under this section, choose the visibility condition. 

6. After scrolling down a little bit, there’ll be a section “Agent List filter for Transfer/Conference”. Click on “Add Condition”, and add the required condition.

NOTE: Most of the time, the visibility condition is set based on the availability status of agent. Here’s how you set up the agent visibility condition during transfer/conference based on availability status. 

Summary 

Based on the business requirements, set conditions to establish agent visibility during transfer or conference for as many personas as possible, ensuring visibility restrictions within the Persona App Manager.