Outbound Admin Persona Overview
Updated
The admin persona plays a crucial role in the effective management and oversight of the voice management system. As an administrative user, the admin persona has extensive control and responsibility over the configuration, monitoring, and optimization of both outbound and inbound calls to get the best outputs from their agents and supervisors.
Moreover, the admin persona plays a critical role in maintaining the security and compliance of the system. It can be related to Do Not Call Lists for outbound calls or blocking rude customers from reaching inbound agents.
As part of an Admin Persona, the user can access the following features.
Home Page
The home page is the landing screen that is visible to the administrators after they log in and consists of widgets that give an overview of the complete platform.
Home page has following widgets:
Overall Performance Metrics: This widget enables supervisors to gauge the overall performance of the platform and analyse essential metrics such as number of calls offered, taken, average handling time etc. The admin can check the metrics for the day, last XX days intervals, etc
My Recently Viewed Dashboards: The admin can have a quick look at the recently viewed dashboards and revisit the desired dashboard if needed.
To-Do widget: The admin can manage its daily tasks from this widget.
The home page for the administrators is customisable to the requirements of clients. Any widget can be added or removed to aid in its daily operations
Voice Management
Campaign Management
This section encompasses voice campaign management, segment management, and dialer profiles. Administrators can make operational decisions related to outbound campaigns in the call center using these features.
Unified Routing
Unified Routing provides an automatic routing system that intelligently distributes incoming calls/cases in real-time to the most suitable agents. Administrators can configure queues, agents, agent skills, and capacity settings in this section to ensure efficient handling of customer queries which can source from both client and customer end.
Audience Import
The Audience Import section is specifically designed for voice outbound campaigns. Administrators can utilize the Data Collection Module to configure connectors for various data sources. They can also monitor the ingestion of files into Sprinklr using the File Manager Module.
Advanced Settings
The Advanced Settings section comprises all the necessary voice modules for running the platform smoothly. Administrators can configure voice applications, manage suppression lists, define retry strategies, and set up dial plans through these advanced settings.
Configurations
The Configurations section plays a crucial role in customizing and providing no-code solutions for call center business requirements. It includes modules for configurations such as IVRs, automated SMS, or defining agent journeys during customer calls. Administrators can conveniently view and edit these configurations in one place.
Note – All the modules are permission driven. As per the requirements, Sprinklr can provide more than one administrator persona with different set of permissions to user groups to meet client requirements.
Campaign Monitoring
The admin can monitor multiple campaigns at once - the campaign cards present on the left prevent supervisors from ignoring the health of other campaigns while drilling down in a particular campaign. These drill down options include Voice Campaign summary, Agent Status & State metrics and Agent metrics table.
Quality Management
The Quality Manager page provides a summary of all the cases, which the Admins can access for manual evaluation. Admins have a consolidated view of each case which they can further drill down to understand call analytics such as call transcript, highlights, AI score breakdown, CSAT score, sentiment, and much more.
Note - To ensure cases are visible, make sure the voice application is shared with the user.
Callback Management
Callback Manager enables Administrators to view the summary of scheduled callbacks for all the agents on the platform. They can reschedule or cancel the callbacks.
Reporting
Admins can view the reports shared with them by clicking on the reports tab. Here, we can filter and export the reporting data. The reports most viewed by the admins will also feature in the home page for quick access.
Care Console
Clicking on the care console icon opens the console for the admins to view cases and perform case management actions on those cases.
Announcements
Admins can send an update to all the agents with just a few clicks - making the flow of information very smooth and efficient. Admins can configure and manage announcements for their agents from this tab.
Alerts
Alerts help to notify the admins when there is a breach in any agent and operational performance metrics of the care centre. Admins can create and monitor alerts on different standard and custom metrics. When the alert conditions are met, the admins gets notified.
Manual Call
Clicking on the care console icon opens the console for the admins to view cases and perform case management actions on those cases.
Settings
Through the settings page, the administrators can create users, user groups, set up business hours, assign roles to users, etc.
