Exploring Conversational Analytics Persona
Updated
Setting up Conversational Analytics Persona
Hyperspace Mode
Under Profile, enable Hyperspace. Under Sprinklr Service in the launchpad, click on Conversational Analytics Persona App.
Note - In case the Conversational Analytics app is inaccessible via the launchpad, Open All Settings, under Manage Customer -> Persona Apps Manager, search for Conversational Analytics App under Care Cloud Product Suite and share with the respective user/workspace.
Persona Mode
Steps to follow to enable Persona Mode are as follows -
Edit Profile and select Enable persona-app-based experience
Select Conversational Analytics under Persona App and Save
Refresh the entire page/ URL
Note - Disable Enable persona-app-based experience in Profile to use Classic Space Mode.
Conversational Analytics Persona
Home Page
The home page is the landing screen that is visible to the user after they log in. This is a standard homepage for the Conversational Analytics persona, which consists of widgets that provide insights on contact center metrics and top contact drivers.
Left Pane
The left pane provides navigation to the Home Page, Speech Analytics, Impact Analysis and Reports Tab.
Search
This features allows the universal search for the desired case, message, dashboard, profile, etc. across platform data.
Speech Analytics
This dashboard provides insights around voice of customer.
Impact Analysis
Allows to create reports to assess the impact of multiple dimensions on a specific metric or a set of metrics.
Reports
The reporting dashboards shared with the Quality Manager persona can be viewed here. The widgets are customizable and can be modified. Drilldown feature is available for the widgets to get further details. Both dashboard and widget-level filters can be applied by clicking on the filter icons. Select the Export as Excel option on the top to export the dashboard data.
Third Party Integrations
If you're utilizing an existing third-party application to store voice conversations and importing that data into Sprinklr for analysis, you have the option to embed Conversation Analytics dashboards using an iframe directly into your existing application interface. This integration makes it easier for you to analyze, manage, and act upon insights derived from voice conversations. This means you can seamlessly navigate between your application and Sprinklr's analytics dashboards without the need for separate logins or interfaces.
