Outbound Agent Persona provides enhanced usability of the Sprinklr platform with all the items needed 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 outbound agent’s use cases. 

The left pane of the persona view consists of the following tabs:  

1. Search: Used to open universal search to look for cases, profiles, etc. 

2. Home Page: Provides overall performance summary along with daily work managing features. 

3. Care Console: Unified agent desktop to solve customer queries. 

4. Reporting: Used to view agent reports. 

5. My Calls: Provides view of all the calls the agent has done. 

6. My Callbacks: Provides view of all the callbacks that the agent has put 

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.  

1. Profile Widget: In the profile widget, agents view the current user status they are currently present. This widget also gives a clear view on how much they have been in this status. 

2. Metrics Widget: The metrics widget helps agents in tracking their performance. Agents can further drill down with these metrics to see their performance current period and previous period. 

 3. To-do: The to-do widget is helpful for the agents to create their personal to-do’s. These to-do can be related to any case. They can also set the due date, priority also. Based on the due date set, the agent will receive notification about the to-do as a reminder.  

4. My Schedule: My Schedule shows all upcoming tasks, remainders and callbacks which are created in any case. The agents can view their past, upcoming, canceled events in My Schedule widget by changing the time filter on the widget. 

5. Announcements: This widget will be visible only when there are unread announcements for that particular user. Agents can acknowledge an announcement or dismiss an announcement till the due date of announcement.  

​

6. Recommended Articles for you: This widget contains the recommended articles for the agent on how to use Sprinklr.  

​

7. Case Evaluation: Every evaluation done by the quality manager will be sent to the agent for acknowledgement. The evaluations which are to be acknowledged will be shown in this widget for agents.  

Reporting 

Agents can 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 perform case management actions on those cases.  

My Calls 

In the My calls tab, the agents can go through all the cases that they have interacted with the customers. This widget is completely customizable and the admin can remove or add more tabs in the widget. The agents can apply the dashboard level filters and can also select the time range from the top right to view the data insights for the duration. 

Manual Call 

Agents can manually initiate an outbound call to their customers. The dial icon remains visible when the user is in available status. 

  ​

​

Callbacks

Callback Manager enables agents to view the summary of callbacks scheduled by them. 

​