Standard Widgets refer to the default widgets that are mostly used by agents while conversing with customers.

Conversation widget

This is the most important widget of Agent Desktop from where agents can refer to the conversation history and reply back to the customer. Agents can also take case-level actions like applying macro, Tags, and Notes Visibility from the three dots.

Profile Card Widget

Profile card provides the publicly available information about the customer. The information varies from Channel to channel. Example - For Twitter, we get the data of Followers/Following count and for Facebook we do not get this information.

Smart Summary Widget

This widget gives you the ability to know the valuable insights to understand your customers mindset. This widgets consists -

Last CSAT Score - The latest CSAT score predicted by AI on latest fan message.

Average Waiting Time - Average waiting time that agent has taken to reply back to fans/customers.

Last Waiting Time - Gives the approximate wait time that agents has taken to reply back to the latest message of fans/customers.

Last Sentiment - Last sentiment detected on the intent of the fan message.

​Smart Assist Widget

Smart Assist driven by AI recommends Similar Cases, Knowledge Base articles and Guided Workflows in Care Console virality view pane for agent’s assistance. Agents can quickly refer and solve customer queries to deliver a consistent and high quality customer experience.

Profile Properties Widget

Profile level insights with important fields like profile ID, username, number of posts, page URL, exposed in the UI itself. Profile level information helps agents to have a broader view of fan/customer and can easily take actions on profile.

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Case Details Widget

This widget contains the custom properties associated with the case. These can either be set via automation rule engine or manually.

​Case History Widget

With Case History Tab, you can view conversation history of the case. With this tab, agents will be able to view all the history of the particular case associated with the profile with all the messages and attachments. Agents can click on any case and view in virality pane.

Profile Activity Widget

The audit trail (activities that are performed on profile by moderation or system user) that appears in the third pane. These activities can be Rule Executions, Updating Custom Fields, etc. Agents and supervisors can easily view all the activities that have been done manually or automatically on a profile.

Case Activity widget

The audit trail of case (activities performed on the respective case). This helps agents/supervisors to view or debug the activities on a case. Clicking on “Show All” option will open up an enlarged view of the tab through the virality pane.

Collaboration Widget

Through Collaboration, agents can share notes with other agents to collaborate on case belongs to a particular profile. Assist agents on cases via sending notes on cases nd can improves agent’s experience and helps in solving queries quickly. The CRM notes will be linked to the CRM platform. In Care Console, agents will be able to differentiate between Sprinklr and CRM notes via an indicator that comes alongside every message. To learn more about getting this capability enabled, please work with your Success Manager.

Tasks

The record of tasks assigned to the case. Tasks can also be created from the same tab and cab be assigned to users. It can be both profile and case level.

Scheduled Callbacks

You can access the scheduled callbacks associated with a case or profile, giving you the ability to either cancel or reschedule them as needed. Additionally, you have the functionality to apply filters to view callbacks that are upcoming, cancelled, or completed. To get this widget enabled, please reach out to support at tickets@sprinklr.com.