Introduction 

Whenever an agent receives an inbound call on Sprinklr system, a call pop-up is highlighted on the screen along with the phone number and name of the person (if his/her profile is registered on Sprinklr platform). We add additional fields upfront based on the client’s requirement at the bottom of the popup. 

Business Use Case 

It’s a good idea from agent’s point of view to add important fields that the customer has selected in the IVR so that the agent has a basic idea as to why the customer is reaching out to the call center. For example - customer has selected 4 for Enquiry or 3 for Complaints, so agent will have a basic idea that customer is calling to enquire about something or to register a complaint. 

Configurations 

1. In IVR configuration, in the “Assign Agent” node, we’ll be able to add the selected field. 

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2. When you select the “Assign Agent” node, scroll to the bottom and select “Select highlighted fields” to select the fields that you want to add.

3. Once the IVR is saved and deployed successfully, whenever an agent receives the inbound call pop-up, he/she will be able to see the selected field at the bottom of the pop up.

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