Introduction to Unified Agent Desktop

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Introduction to Care Console/Agent Desktop

Care Console offers omnichannel interaction within one platform. Agents can interact with customers and switch quickly between channels, easily managing calls, emails, web chat, and social media interactions from one screen.Why Care Console?1. The custom home page contains all the components and wid

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Introduction to Care Console/Agent Desktop

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Care Console Components

Care Console offers omni-channel interaction within one platform. Agents can interact with customers and switch quickly between channels, easily manage calls, emails, web chat and social media interactions from one screen.​​Getting Started​Under the Sprinklr Service tab, we can see the Care Console

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Introduction to Unified Agent Desktop

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Inbound Messages Dashboard

Columns created at the inbound message level in Agent Console and Engagement Dashboards will also be visible within Care Console. This facilitates a unified and comprehensive engagement experience with customers.Message Level ActionsHover over the Options icon alongside the desired individual messag

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Introduction to Unified Agent Desktop

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Setting Up Notifications Preferences

Sprinklr supports the option to receive email notifications from Sprinklr in batches, rather than individually. This feature can be used to group email notifications together based on individual user preferences. Members of your team can set the time periods in which they wish to receive email notif

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Introduction to Unified Agent Desktop

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Configuring Engagement Dashboard in Case Stream

Engagement dashboard within Sprinklr provides a way to manage your team's response workflows from organized dashboards. They allow you to create customized dashboards in which cases can be viewed, acted upon, engaged with, and assigned. From the Engagement Dashboards, your team can view and tak

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Introduction to Unified Agent Desktop

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Care Console Conversation Pane

The Conversation Pane is the main element of Care Console for the agents. The pane here is designed to have all the relevant features from an agent’s perspective. We will cover all the features and aspects given in the conversation pane. As shown in the image below, we can see the conversation pane

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Introduction to Unified Agent Desktop

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Reply Box Functionalities

Reply box is the main component of the conversation pane. It is loaded with all the features and functionalities needed from an user's perspective to make the interaction with a customer easy and efficient as well as enriched. Overall, the reply box in Sprinklr is a key tool for users, providing the

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Introduction to Unified Agent Desktop

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Case Stream

It is a collapsible form of Case Stream that allows space to accommodate more handy widgets and properties on one screen, resolving cases quickly with fewer clicks. Helps in searching cases easily either by case number or by date and time with an advanced calendar view. Visual Tags on profiles, case

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Introduction to Unified Agent Desktop

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Multi-lingual Care Console Desktop

Multi-lingual support in Care Console refers to the ability to provide customer support in multiple languages through a single platform. The Care Console supports all the languages that are supported in the Sprinklr platform itself. There are several benefits of providing multi-lingual support in a

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Introduction to Unified Agent Desktop

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Omni-Channel Support and Benefits

Omnichannel support in a care console refers to the ability to provide customer support across multiple channels, such as phone, email, chat, and social media, all from one unified platform. The following are best practices for implementing omnichannel support in a care console.​BenefitsSprinklr Omn

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Introduction to Unified Agent Desktop

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

Agent Desktop Shortcuts

Troubleshoot & FAQs

Case Processing Time in Agent Desktop

Introduction to Unified Agent Desktop

Agent Desktop for Email Care

PII Masking

Introduction to Agent Desktop Layout

Standard Widgets

Use Cases of Agent Desktop Layout

Agent Assistance

Some Common Layouts

Handling Sub Cases in Agent Desktop

Case Third Pane

Agent Console (Legacy)

Guided Workflows in Agent Desktop

Link Related Cases

Publishing Functionalities

Custom Widgets

Customer Authentication

Adding Translations

External Collaboration

Care Console Walkthrough

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