Global Record Pages
Updated
The Case Analytics page features a standardized layout configuration designed for both Quality Management and Conversational Analytics. These standardized configurations are referred to as Global Record Pages. Various standard layouts have been created to accommodate different scenarios, including Manual Quality Management, Automated Quality Management, Contact Drivers + Automated Quality Management, and only Contact Drivers.
The following images illustrate the different layouts of Case Analytics and indicate the specific scenarios in which each Global Record Page will be displayed.
Quality Management Persona
Manual QM
For the Quality Management persona, in instances where only Manual Quality Management is enabled, the default Case Analytics view for digital cases includes access to the Audit, Case Details, and Conversation widgets.
Digital Cases
Voice Cases
For voice cases, an additional Call Overview widget is incorporated in this view.
Automated QM + Manual QM
In scenarios where both Automated Quality Management (AI QM) and Manual Quality Management are enabled, you will have access to the AI Score Breakdown and CSAT Trend widgets in addition to the standard components for both voice and digital cases.
Digital Cases
Voice Cases
Manual QM + Automated QM + Case Analysis
To enable the view that includes the Case Analysis (At a Glance) widget also, please contact support at tickets@sprinklr.com.
Digital Cases
Voice Cases
Conversational Analytics Persona
Contact Drivers + Automated QM
For the Conversational Analytics persona, when both Intents and AI Quality Management are enabled, the default Case Analytics view will include widgets for Conversation, At a Glance, AI Score Breakdown, and CSAT Trend.
Digital Cases
Voice Cases
For voice cases, an additional Call Overview widget is incorporated in this view.
Contact Drivers
When only intents are enabled within the Conversational Analytics persona, the AI Score Breakdown widget will not be present in the view.
Digital Cases
Voice Cases