In a command center, monitoring agent performance and tracking key performance indicators (KPIs) related to social media are critical for ensuring operational effectiveness and delivering exceptional customer experiences. Conditional formatting is a powerful tool that provides visual cues to highlight data patterns and anomalies, enabling command center operators to quickly identify areas that require attention.

• Monitoring Agent Performance: Effective agent performance monitoring is crucial for command centers to ensure optimal customer service and operational efficiency. Conditional formatting can be used to visualize key metrics and identify areas of improvement.

• Highlighting Abnormal Call Volumes or Cases Backlog: Service teams often face fluctuating call volumes or ticket backlogs. By using conditional formatting to represent these metrics, supervisors can quickly identify abnormal spikes or prolonged backlogs that require immediate attention.

• Tracking Brand Mentions and Sentiment Analysis: By applying conditional formatting to brand mentions, managers can identify the sentiment around mentions. Highlighting sentiment trends allows teams to gauge customer sentiment and take proactive steps to address potential issues or capitalize on positive feedback.

• Identifying Trending Topics and Viral Content: Conditional formatting can be used to track hashtags, keywords, or trending topics on social media platforms. By visualizing the popularity and engagement levels of different topics, teams can quickly identify emerging trends and viral content.

You can now create multiple rules with varying conditions to highlight the deviations in a very quick and easy manner for you and your stakeholders. These can be applied as a threshold for example if the Number of new cases is greater than 100 for a given time or you can create more complex rules with multiple conditions to setup up same.

Setting up visual cues in Display or Presentations

1. Click the New Tab icon . Under the Sprinklr Insights tab, click Display within Distribute.

2. Select the desired widget on which conditional formatting needs to be configured and set up.

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3. In the edit window, navigate to the Design tab on the right and select desired option from the columns section.

4. In the color tags, click the + icon to start building the rules for conditional cues for a given widget.

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5. Select the desired output for a given rule using following options.

   1. Color to designate and assign a specific colour code to the result 

   2. Dot to have blinking and blipping animation with  your data points 

   3. Icons to assign custom icon from the given library set, emojis or flags. You can even upload your assets in Sprinklr Asset Manager and select it from here.

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6. From the dropdown select any metric or dimension on which condition needs to be based upon.

   1. For metric, you will have to provide the threshold number for the trigger condition. In the case of time related values, you will have to select time units from the dropdown.

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   2. For dimensions, you can select the values to which this rule will be applicable.

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7. Click Add condition to your rule so you can combine them to create more powerful logic.

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   Note: All the conditions in a rule need to be satisfied for it to take effect.

8. Click the Styles dropdown to customise the size and design for your output.

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9. Click Save to confirm the changes.