Introduction 

When an agent is connected to the customer, an agent can have flexibility in terms of audio output and input on the call controls settings. Agent can control the Input device audio setting, Output device audio setting, Ringtone Output device audio setting with ease. 

Business Use Case 

Sprinklr offers global audio settings feature to - 

1. To improve the overall experience and flexibility of agent while on call 

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2. To make sure agents don’t miss any calls : most of the time agents use headphone when they talk to customer, and they take off headphones when they take break or do to anything apart from taking the call and there’s a high possibility that agent will miss the call because he/she will not hear the incoming call ringtone when not using headphone. 

Functionality and Workflow 

• Agents View 

1. When an agent is logged into Sprinklr platform, on bottom left of the platform there’s an icon of agent’s profile with the first letter of the agent's name. For example: If agent’s name starts with “G”, then the icon will be “G”. 

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   Fig. 1.a 

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2. After the details open, locate “Audio Settings”. After opening the Audio Settings, the agent will be able to change the input/output settings with just one click of a button. 

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   Fig. 1.b 

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3. There are 3 options for audio settings: 

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   Fig. 1.c 

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   1. Input Device – This will be the input audio for the user’s system during the call. For ex- Default microphone or headphone’s microphone 

   2. Output Device – This will be the output of the call during the call. For ex- Default system speakers or headphones. Next to the Output option, if you click on the “Test” button it’ll play the sound for user to test the output 

   3. Ringtone Output Device – This is basically for the audio output upon which the ringtone and other system notifications will play. Next to the Output option, if you click on the “Test” button it’ll play the sound for user to test the Ringtone and other notifications output 

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• Admin’s View 

1. When an admin is logged into Sprinklr platform, on top right of the platform there’s an icon of admin’s profile with the first letter of the admin’s name. For example: If name starts with “G”, then the icon will be “G”. 

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   Fig. 2.a 

    

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2. After the details open, locate “Audio Settings”. After opening the Audio Settings, the agent will be able to change the input/output settings with just one click of a button. 

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   Fig. 2.b 

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3. There are 3 options for audio settings: 

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   Fig. 2.c 

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   1. Input Device – This will be the input audio for the user’s system during the call. For ex- Default microphone or headphone’s microphone 

   2. Output Device – This will be the output of the call during the call. For ex- Default system speakers or headphones. Next to the Output option, if you click on the “Test” button it’ll play the sound for user to test the output 

   3. Ringtone Output Device – This is basically for the audio output upon which the ringtone and other system notifications will play. Next to the Output option, if you click on the “Test” button it’ll play the sound for user to test the Ringtone and other notifications output 

Summary 

It gives users more control over how they hear and speak during customer interactions, making communication smoother and more flexible. It helps agents handle everyday challenges by letting them switch between different devices effortlessly, which streamlines their workflow and boosts overall customer service.