Introduction to Unified Agent Desktop

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Supercharge Agents' Productivity by Custom AI-powered Agent Desktop

Introduction To Sprinklr’s Agent DesktopEmpowering agents is the key to having a delightful customer experience. Sprinklr’s Agent desktop is a one-stop shop to help your agents deliver the best customer experience and fastest customer query resolution. Agents no longer need to switch screens/systems

Knowledge Base Article

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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

Knowledge Base Article

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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

Knowledge Base Article

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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

Knowledge Base Article

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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

Knowledge Base Article

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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

Knowledge Base Article

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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

Knowledge Base Article

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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

Knowledge Base Article

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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

Call Controls

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