Sprinklr's Quality Management Capabilities

Case Analytics View

View Case Conversation, Case Information, AI Scoring all in one screen while Manually Evaluating Cases. Detailed explanation on Case Analytics View can be found here .

Omni-channel Capability

Omni-channel interaction view of the case conversation for a seamless Quality Management experience. Detailed explanation on Omni-channel capability can be found here.

Automated Sampling

Randomly sample and Assign Cases for Quality Evaluation based on different business conditions. Detailed explanation on Sampling can be found here.

Customizable Evaluation Forms

Create customisable Evaluation forms with a wide variety of Question Types to choose from. Detailed explanation on Evaluation forms can be found here.

Automated Quality Management

Identify Agent wise Areas of Strengths and Improvements. Detailed explanation on Automated Quality Management and Quality Scores can be found here.

AI Insights

Analyse 100% of the daily case conversation data with automated Quality Management leading to reduced man hours. Detailed explanation on AI Insights can be found here.

Reporting

Create Customisable Quality Management Reports to get all the insights from the Manual and AI evaluations. Detailed explanation on Quality Management Reporting can be found here.

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Calibration

Calibrate evaluations for better alignment among the Quality Managers. Detailed explanation on Calibration can be found here.

Agent Dispute Flow

Get feedback from the agents on the manual Quality Evaluations. Detailed explanation on Agent Dispute Flow can be found here.

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​Performance Management

Closely Monitor agent progress with time and identify the right coaching opportunities for agents. Detailed explanation on ​Performance Management can be found here.

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