Additional Use Cases

Articles

(15)
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Dynamic Capacity in Omni Channel Routing

Efficient case management is crucial for delivering exceptional customer support. To deliver this, Unified Routing introduces the Dynamic Capacity feature, a powerful tool that reduces the consumed capacity for cases based on their inactivity. By intelligently reallocating resources, organizations c

Knowledge Base Article

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Additional Use Cases

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Estimated wait time in Skill based routing

How you can leverage estimated wait time and handling time for cases to improve case resolution time and overall customer satisfaction.You can view and share an expected wait time with your customers for a case or a message in the Assignment Work Queue. This information is sent out to customers via 

Knowledge Base Article

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Additional Use Cases

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Define Granular Capacity Across Channels (Custom Channels)

The custom channel is a rather simple uniform routing capability that gives users the power to create channels custom to the client's requirements based on various filtering possibilities available to chunk the incoming calls/cases on.Business Use CasesBrands want their agent to have different capac

Knowledge Base Article

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Additional Use Cases

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AHT Indicator on Call controls

The call controls shown to the agent's screen is a very powerful tool for the agent as it allows them to perform multiple functions. The timer running on the screen shows them the time they spent on the call.Business Use case Oftentimes contact centers have strict AHT’s which they want the agen

Knowledge Base Article

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Additional Use Cases

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Capacity limits for Channels

Unified Routing enables users to create multiple Capacity Groups inside a Capacity Profile depending on the number of channels (Social, Email, Voice, SMS, etc.) from which the incoming cases come from. In this way, an agent can be assigned cases from multiple channels at a time and we can individual

Knowledge Base Article

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Additional Use Cases

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Prioritisation of inbound calls over outbound calls

Unified routing gives us the ability to manage the assignment of cases or tasks in a more robust and precise way, which helps teams to manage their resources efficiently and cater customer queries proficiently and smoothly. In this article we will learn about how to manage the prioritization of inbo

Knowledge Base Article

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Additional Use Cases

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Upcoming status feature for agents

Business Use case Agents are assigned cases when they are in available status defined in the work queues(called productive status). While working on cases, if agent intend to stop recieving new cases, they change their availability status to non-available status (called non productive status). This

Unified Routing

Assignment Engine

Knowledge Base Article

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Additional Use Cases

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Call Handling Configuration

Pre-requisite for configuring the Call Handling: Voice should be enabled for the environment and your user should have Assignment Engine: View, Edit and Manage Agent Voice permissions.​​​Business Use CaseIn a partner where voice is enabled, it is not necessary every user should be eligible to handle

Knowledge Base Article

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Additional Use Cases

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Controlling Stickiness wait in different Availability Status

Efficient customer follow-up is essential for providing seamless support experiences. To enhance this process, Unified Routing introduces the concept of Stickiness, allowing organizations to route returning customers to the same agent with whom they have interacted last time. This assignment is norm

Knowledge Base Article

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Additional Use Cases

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How and when to use Backup Queues

Unified routing gives us the ability to manage the assignment of cases or tasks in a more robust and precise way, which helps teams to manage their resources efficiently and cater customer queries proficiently and smoothly. In this article lets learn about how backup queues work for a particular que

Knowledge Base Article

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Additional Use Cases

Getting Started with Sprinklr Service

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Validate Agent Consent for Call Recording

Introduction and Benefits of Voice Care

Handle Inbound Calls

Getting Started

Introduction to Inbound Architecture

Master Inbound Workflow using IVR

Call Controls

Setting up Voice Application using CPaaS

Unleash Power of Sprinklr Contact Centre in Simple Steps

Setting up Unified Routing

Feature Offerings

Functionalities and Use Cases

Overview of Simplified Inbound Agent Experience

Getting Started

Learn about Unified Agent Desktop

Setting up Care Console

Advanced Concepts and FAQ's

Agent Desktop Layout

Effortless Post-Call Workflows with ACW

Overview of Simplified Supervisor Experience

Troubleshooting and FAQs

Setting up Agent Persona

Unlock Insights from Inbound Reports

Setting up Supervisor persona

Setting up Reporting

Setting up Speech Profiles

Validation Flow

Testing and Debug Logs​

Compliance Manager

Voice Recordings

Tabs in console

Care console

Agent self monitoring

What is agent persona

Who is supervisor

What all details i can monitor about agent

Adding/Removing skills

How to manage notification

Types of call popup

Mark yourself available

Agent self monitoring widget

How to fill

Creation Voice account group

Number settings

Telephony Supported Inside Sprinklr

Call controls

To do

Typical role of supervisor

Changing capacity profile

How to do universal search

Different option in call popup

Microphone permission

Self monitoring reporting

Pending ACW column

Addition of fallback ACW

TTS and ASR settings

How to buy number from them

ACW

Announcements

Minimised call controls

Check VOIP online

To Do

Capacity as per type of ACW

Addition of fallback IVR

Hold Music and Ringtone

Dial icon

ACD Report - Callwise

Start Nailed up connection

Announcements

Sharing Setting

Availability status

ACW Report

Availability status and web rtc status

Voicebot

Outbound Dial icon

Team Monitoring Supervisor

My Schedule

Case evaluation

My cases

Console

Outbound Voice & Dialers

Case Management

Automation and Assignment

Unified Agent Desktop

Supervisor Console

Surveys

Journey Facilitator

Sprinklr Commerce

Workforce Management

Reporting and Analytics

Conversational AI

Digital Twin

IVR

Knowledge base

Community

Quality Management

Conversational Analytics

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Service Agent Personas