Reporting in Sprinklr centralizes data from all digital and voice channels and accounts. In Reporting, you can customize, expand, and drill into metrics by creating dashboards and widgets.

Sprinklr’s Dashboard creation flow and widget library make report creation easy and quick. Creating reports is now simpler, as you no longer need to remember thousands of metrics from various channels. Metrics and Dimensions are organized into groups, making it easy to identify the relevant ones.

You can also access the Widget Library to easily customize and add the widget templates to your dashboard. It will help you reduce the learning curve needed to create insightful reports. Logically grouped data points, system-guided chart selection, and widget library, ensure quick and accurate report creation.

Create a Reporting Widget 

Prerequisites for creating Widgets:

• Create permission under the Dashboard section in the Workforce Management module.

• Existing Reporting Dashboard and access to it.

Follow these steps to create a Reporting Widget:

1. Go to Care Reporting in the Analyze column on the Launchpad. This will open the Reporting Dashboards Record Manager.

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2. Open the Dashboard on the Record Manager, where the Widget must be created. If the Dashboard is inside a folder, open the folder and open the Dashboard.

3. Click the Add Widget button at the top right of the page to open the Widget Builder page.

4. Enter the following details regarding the Widget:

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   1. Widget Name: Enter the name of the Widget for identification.

   2. Add Description: Click this button to display a field where you can briefly describe the Widget’s purpose and functionality. This description will be visible when you hover over the “?” sign on the Widget in the Dashboard.

   3. Add Tutorial: Click this button to attach a tutorial video using the Media Uploader. This tutorial video will be visible when you hover over the “?” sign on the Widget in the Dashboard.

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      Note: The Add Tutorial button will be visible only after you click the Add Description button.

   4. Data Source: Select the Data Source to be used for the Widget. (Required)

      Explore Service Analytics Data Source.

      Note: The Service Analytics Data Source is currently Dynamic Property (DP)-controlled. Please contact your Success Manager to enable it in your environment.

5. Select the visualization you want to use from the list in the Select a visualization for your widget section. Table, Pie, Spline, and Bubble are some of the available visualization options. Explore available visualizations.

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6. Select the Metric(s) and Dimension(s) to be plotted in the What would you like to plot on your widget? section. Click the Bulk add Metrics/Dimensions option to select multiple compatible Metrics and Dimensions. Refer to the Selecting Metrics and Dimensions section below for further details.

   Note: The selected visualization determines the fields available in this section. For example, choosing the Table visualization displays fields like Column 1, Column 2, and so on, while selecting the Column visualization shows fields like X-Axis and Y-Axis.

7. Select the appropriate Configuration options for the visualization.

   

   Note: The selected visualization determines the fields available in this section. For example, the Table visualization displays the Add Pivots/Grouping field, which won’t be present if Pie visualization is selected.

8. In the Define Advanced Options section, you can select Filters, define additional properties, modify display options, and more.

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   1. Applying Filters

      1. Select Filter: Choose the type of filter you want to apply. It determines the category or attribute of the data that will be filtered.

      2. Select Type: Select the operator to define how the filter will be applied to the value. The available operators are:

         1. Containing: Shows records where the specified field includes the given value.

         2. Not Containing: Shows records where the specified field does not include the given value.

         3. Exists: Shows records where the specified field is present and has a value.

      3. Select Value: Enter the value(s) that will be checked against the selected filter type using the chosen operator. The value(s) entered here will be used to match records based on the criteria defined by the filter type and operator.

      4. Click the Add New Filter button to add more Filters.

      5. Select the Ignore all dashboard/section filters checkbox if you want the selected Filter(s) to override any existing Dashboard-level or Section-level Filters.

   2. Display Options

      1. Enter the number of entries to be visualized on a page.

      2. Auto Format: Auto Format determines the number of decimal points for data visualization. When Auto Format is enabled, data is displayed with 2 decimal points (1.23, 0.24, 4.02, and so forth). Turning Off Auto Format allows you to choose the number of decimal points, ranging from 0 to 5. Selecting 0 decimal points will display data as whole numbers (2,6, 45, 49, and so on).

      3. Define Sorting: This field allows you to choose how to sort the data in the visualization. To sort the data, select the Dimension or Metric for sorting, then choose Ascending or Descending order. Ascending order will display the lowest value of the selected metric or dimension at the top while Descending order will show the highest value at the top.

         Note: Only the Metrics and Dimensions that are used to plot the Widget can be utilized to sort the data.

9. The Drilldown section allows you to get further analytics on the Metrics used in the Widget. Select a Drilldown Lens in the Select Drilldown Lens field. Additionally, click the +Metric Drilldown button to a Metric for the Drilldown in the Metrics field and then select the appropriate Drilldown Lens in the Explore Lens field.

   

   Note: The total number of Metrics that can be selected in this section equals the number of Metrics used to create the Widget.

10. Click the Add to Dashboard button at the bottom right of the page to create and add this Widget to the Dashboard.

Selecting Metrics and Dimensions

Clicking a field to select a Metric or Dimensions opens the Add a Metric or Dimension window. On the left side of the window, you will find Report Groups containing the respective Reports along with favorites and recently used Metrics and Dimensions. Below are all the options available and their descriptions:

• Favorites: This shows all the Metrics and Dimensions you have marked as Favorites. A star icon indicates metrics and Dimensions marked as Favorites.

• Recent: This option shows Metrics and Dimensions that have been recently used.

• Report Groups: Report Groups are a collection of related Reports. Clicking a Report Group will show a drop-down menu listing related Reports. For example, the Agent Performance Report Group will have the Agent Macro Usage, Agent Handle Time, and Voice Agent Performance Reports.

  Refer to the Detailed Reports Glossary for details on available Metrics and Dimensions.

Once a suitable Report Group and Report is selected, you can select the required Metric or Dimension from the list. In Sprinklr Reporting, Metrics/Dimensions from different Data Sources and/or Reports are usually not compatible with each other and may not render properly in your Widgets. To facilitate your Widget creation process, once a Metric or Dimension is selected, only the compatible Metrics and Dimensions can be selected. The Metrics and Dimensions that are incompatible with the selected Metric/Dimension will be greyed out.

For instance, if you select the “Time Spent working on Case” Metric from the Agent Occupancy Report under the Agent Hygiene Report Group, you won’t be able to select the “Case Details” Dimension from the Inventory Report under the Campaign Performance Report Group.

Applying filters can refine your search for the required Metrics and Dimensions. Click the Category button to display the filtering options. Below are the available options available in the Category list (only one option can be selected at a time):

• Dimensions

• Metrics

• Custom Metrics

• Custom Dimensions

• Audit Checklists (available only if Calibration Report or Evaluation Report is selected).

• Surveys (available only if Survey Response Details (Separate Dimension) Report is selected).

If Custom Dimensions is selected, you can further select the type of asset from the Asset Class field, such as Case, User, and Account, to refine your search.

If Audit Checklists is selected, you can further select audit checklists from the Audit Checklist field to refine your search.

If Surveys is selected, you can further select the Survey from the available list from the Survey field to refine your search.

Once you have selected a filter, click the Apply button to apply it. For example, if you select Dimensions, only Dimensions will be available for selection. Click the Clear Filter button in the Category list to remove any selected filter.

When selecting a Metric, the following operators are available for your data:

Dimension Configurator

When Custom Dimensions are selected in the What would you like to plot on your widget? section, you can configure how the data will be displayed on the Widget. You can configure how each Custom Dimension is displayed, such as whether each data point appears in separate rows or the same row, separated by commas. Additionally, you can specify how cells with no data should be displayed.

Click the Dimension Configuration button to open the Dimension Configurator dialog box, which includes the Empty Cell Handling, Data Display Format, and the Custom Field Value Type fields.

Follow these steps to configure how Dimensions are displayed:

1. Click the Configurations button to open the Dimension Configurator dialog box.

   

2. The Custom Field Value Type field determines if the current or snapshot value will be considered for the selected Custom Dimension. The Current Value option displays the current value assigned to the Custom Dimension, while the Snapshot Value option shows the value at the time of a specific action, such as user assignment, user unassignment, and similar events.

   Note: Each Custom Dimension in the Widget can be configured individually.

3. In the Empty Cell Handling field, you can select how the cells with no data will be displayed. Select Represent empty cells as “-” to show a “-” symbol in cells with no data or select Represent empty cells as “N/A” to show a “N/A” sign in the cells with no data.

   

4. In the Data Display Format field, you can choose how to display multiple data points for the same Custom Dimension. Select Split values across multiple rows to display the data in separate rows, or choose Comma separated values in a single cell to show all related data in one cell, separated by commas.

5. Click the Save button at the bottom right of the dialog box to save your display preferences.

This completes the process of creating a Widget in Reporting.

Create a Reporting Widget using Widget Library

1. Click the New Tab icon '+' . Under the Sprinklr Service tab, click Reporting within Analyze.

2. Click the Dashboard Menu icon in the top left corner of the Dashboard and select the desired reporting dashboard. 

3. Next, click Add Widget in the top right corner of the desired reporting dashboard.

4. In the Create Custom Widget window, click Widget Library from the section bar.

5. In the Widget Library window, hover over to the desired widget and click Add to Dashboard to add your widget to the Reporting Dashboard. You can also make the desired changes to the widget by selecting the Customize Widget.

6. The remaining steps are similar to Creating a Custom Widget in Reporting.​