Sprinklr’s Care Console is a one-stop shop to help your agents deliver the best customer experience and fastest customer query resolution. Agents no longer need to switch screens/systems and handle multiple tabs/logins or countless documents. The Agent Desktop instead pulls the most relevant contextual information in real-time on-demand so that agent never has to leave Sprinklr or switch tabs. It provides a comprehensive and detailed view of messages and cases, with full conversation history and all the relevant details in a consolidated view thus helping to streamline the customer care experience in a very simplified manner. 

Components of Care Console 

The care console window includes 4 major components : 

• Case Stream 

• Conversation Pane 

• Entity level widgets 

• Third Pane    

Case Stream  

It is a collapsible form of Case Stream that allows space to accommodate more handy widgets and properties on one screen, resolving cases quickly with fewer clicks. Agents can search cases easily either by case number or by date and time with an advanced calendar view. The SLA (Service Level Agreements) Breach Indicator helps agents by highlighting cases that are about to reach an SLA, so they can prioritize message or case resolution and maintain SLA compliance. 

Features of Case Stream  

• Pin Functionality: Agents can pin the case stream column if they want to see the preview of messages along with other visual indicators such as case tags, notes, reminders (if any), case associated time, case creation time to name a few. To pin the case stream column, hover upon three dots in the expanded case stream column state and toggle the “Pin Queue” button to right.  

• Selection of Dashboard and Case Status: We can select the dashboard and case status type to select the required cases. 

• Feature of filtering cases out based on case status and refresh button helps the agent to select the chosen cases for ease. 

Conversation Pane 

This pane is designed to have an efficient and easy conversation with the customer for the users. It has relevant features from the agent’s perspective.  

Features in Conversation Pane

• Switch between channels seamlessly, along with video and voice controls integrated into Care Console. 

• Add Notes to individual conversation bubbles for agent’s assistance. You can also make them visible only in the current workspace. To learn more about getting this capability enabled, please work with your Success Manager. 

• Typing indicators and reading receipts of customers allows agents to communicate methodically.  

• Quick Macros exposes critical macros upfront reducing clicks and thus saves agent’s time. 

• Set reminders on messages/cases helps agents to notify if they exceed the set/scheduled date on any message/case. 

On clicking the three dots icon on the top of the conversation pane, we can see the options of applying macro (Case level), view previous case, case details, hide notes and activities and so on, as shown in the image below. 

Reply box 

Reply box is the main component of the conversation pane with all the relevant features to enrich the reply sent from the user. 

• Using this, agents can schedule a response after typing it into the reply box. 

• Sprinklr’s Care Console has embedded support for adding images, videos, emojis, gifs, links, and other attachments into the outbound replies. 

• Agents can select the preferred account to send the reply from without having to switch dashboards. Smart Response suggestions help agents to choose the preferred one and send it quickly without the chance of errors. 

Properties of Reply Box

While composing a reply, few brands assign outbound custom properties depending on their use cases which appear as an inline collapsible footer of the reply box. These are used to route messages into cases, move cases between queues and monitor assignment. The two most used are: 

• Campaign - The campaign field is used for reporting purposes, usually auto-filled via outbound rules (can be edited in Care Console). 

• URL Shorteners - In case of long links, brands use URL shorteners to make it look better while publishing a reply and meeting the character limit (Twitter).

• Canned Responses: Agents can create canned responses in Asset Management for frequently repeated replies on user level. These responses can be edited in the reply box before sending according to the agent’s requirements. Sprinklr also provides the functionality to stop an outbound message if changes made to a certain canned response fails the accepted criteria. 

• Smart Responses: Multiple Smart Responses are suggested to the agents through AI. These suggested responses allow brands to reduce time to respond, ensure high quality relevant response and decrease human error, particularly for new agents during onboarding. Agents can preview and edit or use responses directly in their replies. Feedback on each response helps improve recommendations for the agents in future 

Widgets 

Care Console is designed to be modular with widgets that are easily configurable based on the brand requirements as each brand would want to use only certain MVP (Minimum Viable Product) widgets, in a layout that seems fit to the business logic. Care Console is structured in a way that offers the ability to add custom widgets reflecting CRM information.

In the Care Console, we have 3 main tabs namely: Omnichannel Interaction, Case Details and Customer 360 view. These tabs are divided based on types of widgets on different entity levels. 

Omnichannel Interaction

• Profile Card: Page level insights of the customer’s profile including bio, number of posts, followers, and following count. This also includes the Apply Macro which is a profile level macro. 

• Smart Assist: Smart Assist driven by AI recommends Similar Cases, Knowledge Base articles and Guided Workflows in Care Console virality view pane for agent’s assistance. Agents can quickly refer and solve customer queries to deliver a consistent and high-quality customer experience.  

• Customer Happiness: Customer Happiness widget gives you the ability to know the valuable insights to understand your customers mindset.  

• Case History: This widget captures every single click of the customer on the brand’s website with time stamps. 

Case Details 

• Workflow Properties: This widget includes Sentiment, Priority, Case Type and Status of case. This helps understand the parameters of a case. 

• Case Details: This widget contains the custom properties associated with the case. These can either be set via automation rule engine or manually.  

• Case Collaboration: Agents can send a new message and view all the messages sent by other agents on a particular case to collaborate with their team members productively. 

• Case Tasks: The record of tasks assigned to the case. Tasks can also be created from the same tab. To create a task, provide the name and a description. Assign it to the respective queue/users. Select the due date and all other necessary details.  

• Case Activities: The audit trail of cases (activities performed on the respective case). This helps agents/supervisors to view or debug the activities on a case. Clicking on the “Show All” option will open an enlarged view of the tab through the virality pane. 

Customer 360 view 

• Profile Properties: Profile level insights with important fields like profile ID, username, number of posts, page URL, exposed in the UI (User Interface) itself. Profile level information helps agents to have a broader view of fan/customer and can easily take actions on profile.  

• Profile Activities: The audit trail (activities that are performed on profile by moderation or system user) that appears in the third pane. These activities can be Rule Executions, Updating Custom Fields, etc. 

• Profile Collaboration: Through Profile Collaboration, agents can share notes with other agents to collaborate on cases that belong to a particular profile.  

Third Pane 

Third pane refers to the window that pops up when clicked on the View Case button at the top of the care console window. This window provides us with case as well as profile level information. When Clicked on the case button, it shows us the case level information like overview, properties, tasks, collaboration etc. Similarly, under the profile button, you will find the information such as profile level properties, historical cases, history etc. You can also see the whole conversation in this tab. This pane provides all the features on the console in one single place. Features like applying macro, Knowledge base, smart assist etc, all are present here.