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

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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

Outbound Settings

Getting Started

Data Collection

Introduction to Agent Console

What is Outbound Voice?

Campaign Management

Learn about unified agent desktop

Setting up Voice Application

Functionalities of Agent Console

Feature Offerings

Setting up Outbound Contact Centre

Overview of simplified Outbound Agent experience

Call controls

Dialers

Voice Admin Persona

Setting up Agent Persona

Agent Desktop Layout

Overview of simplified Outbound Supervisor experience

Reporting

Overview of simplified Outbound Admin experience

Setting up Supervisor Persona

Setting up Reporting

Unlock insights from Outbound Reports

Callbacks

Route conversation using Unified Routing

Effortless Post-Call Workflows with ACW

Nailed Up Connection

Validate Campaign Configurations

Other Campaign Use Cases

Advanced Concepts and FAQs

High Level architecture of Outbound

Voice Recordings

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