Case Analytics Page Widgets

Articles

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Manual Audit

Audit checklists are used for the manual evaluation of conversations between customers and agents by the Quality Managers. This helps ensure that agents provide good service, follow company rules, and keep customers satisfied. These checklists are also used by the Supervisors, Admins, or other Quali

Knowledge Base Article

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Case Analytics Page Widgets

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Conversation Timeline

Conversation WidgetAgent Customer Conversations - The conversation widget provides a timeline view of the agent-customer conversation. One can click on any point on the timeline to land on the desired message. Agent/Customer Transfers - View the number of transfers and the agents (as well as custome

Knowledge Base Article

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Case Analytics Page Widgets

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AI Scoring

AI Score BreakdownAI Score Breakdown gives an overview of various parameters of the agent and customer conversation such as grammar, opening quality, empathy, closing quality, etc. with detailed explanations and recommendations for each.For example, it highlights the exact grammatical mistakes condu

Knowledge Base Article

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Case Analytics Page Widgets

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Case Analysis

The Case Analysis widget offers a streamlined snapshot of the case summary, essential metrics, and contact drivers, enabling swift access to critical information and facilitating informed decision-making.Widget ComponentsIn the At a Glance widget, you have the option to quickly access the case summa

Knowledge Base Article

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Case Analytics Page Widgets

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More Widgets

Call Overview & Call Analytics - This widget, which is only visible in the voice conversations case analytics page, gives an overview of the direction of the call - inbound or outbound call and the call duration, which is the total talk time between the agent and the customer. On clicking Show A

Knowledge Base Article

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Case Analytics Page Widgets

Getting Started with Sprinklr Service

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

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

Introduction

Case Analytics View

What is Conversational Analytics?

What is Sprinklr Data Ingestion?

Introduction

Homepage

Discovering Contact Drivers

Creating Contact Driver Models

Running Contact Driver Models

Maintaining Contact Driver Models

What are Sprinklr's Conversational Analytics Capabilities?

Ingestion Using SFTP/S3/GCP

Getting Started with Conversational Analytics

Cases & Calls

Configuring Insights Hub

PII Masking

Voice Analytics

Reporting

Customer Satisfaction Analysis

Smart Themes

Reporting

Reporting

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Service Agent Personas