Inbound Agent Persona Overview
Updated
Inbound Agent Persona provides enhanced usability of the Sprinklr platform with all the items required for an agent during their conversation with the customers, as well as it helps agents to monitor their performance and increase productivity using persona features which specifically are targeted to solve an inbound agent’s use cases.
The left pane of the persona view consists of the following tabs:
Search: Used to open universal search to look for cases, profiles, etc.
Home Page: Provides overall performance summary along with daily work managing features.
Care Console: Unified agent desktop to solve customer queries.
Reporting: Used to view agent reports.
My Calls: Provides view of all the calls the agent has done.
Note: This is the standard agent persona, if you need to add certain things or remove certain things you can costomise the view using persona app manager. Things that you might add are-
1. Quick Publisher - Helps agent to initiate a email/sms to customer or internal team.
2. Callback - Helps agents to view the callbacks assigned to them.
Home Page
The home page is the landing screen that is visible to the agent after they log in and consists of widgets that give an overview of their work and performance.
Profile Widget: In the profile widget, agents view their current user status and profile picture. The widget also provides a clear view of how long they have been in their current status.
Metrics Widget: The metrics widget helps agents in tracking their performance. Agents dive deeper into these metrics to compare their performance in the current period with the previous period.
To-do: The to-do widget helps the agents to create their personal to-do’s. These to-do are related to any case. They set the due date along with the priority. Based on the due date set, the agent receives notification about the to-do as a reminder.
My Schedule: My Schedule shows all upcoming tasks, remainders and callbacks that are created in any case. The agents view their past, upcoming, canceled events in My Schedule widget by changing the time filter on the widget.
Announcements: This widget will be visible only when there are unread announcements for that particular user. Agents acknowledge or dismiss an announcement until its due date.
Recommended Articles for you: This widget contains the recommended articles for the agent on how to use Sprinklr.
Case Evaluation: Every evaluation done by the quality manager is sent to the agent for acknowledgement. The evaluations which are to be acknowledged will be shown in this widget for agents.
Reporting
Agents view the reports shared with them by clicking on the reports tab. Here, we can filter and export the reporting data.
Care Console
Clicking on the care console icon opens the console for the agents to view cases and resolve customer queries and take case management actions on those cases.
My Calls
In the My calls tab, the agents go through all the cases in which they have interacted with the customers. This widget is completely customizable and the admin removes or adds more tabs in the widget. The agents apply the dashboard level filters and also select the time range from the top right to view the data insights for the duration.
Manual Call
Agents manually initiate an outbound call to their customers.
Note: This Dialer icon comes when all the conditions mentioned here are satisfied-
1. When any one dialer is shared with the user.
2. When user is in correct status which is defined in the dialer.
3. When user has Manual Dial permission.
