Reporting & Analytics

Articles

(9)
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Reports Overview

Reports page in Supervisor ConsoleSupervisors can leverage different reports to dive deep into agents' performance, case workflow, channel summary, etc., to identify areas for improvement. Besides that, the supervisors can plan the workload and roadmap of their support team and, most importantl

Knowledge Base Article

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Reporting & Analytics

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Agent Performance Report

Supervisors can analyse the performance of their agents by viewing data against different metrics like Call count, average call time, hold time, etc. As a unified omni-channel platform, Sprinklr allows supervisors to customise reports for different channels like Voice, Social, Email and LiveChat. In

Knowledge Base Article

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Reporting & Analytics

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Agent Status Report

To deliver the best care to your customers, it becomes extremely important to analyze and maintain the everyday operations of your team. Supervisors can use agent status reports to gather information about the availability of their agents and the time they spent in resolving customer queries through

Knowledge Base Article

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Reporting & Analytics

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Social Reports

This section details a few important case performance reports which can help supervisors to get deeper insight in case management. Case Distribution Report  Here Supervisors can view the distribution of incoming cases from any channel at various levels. ​Cases by Sentiment ​Case count vs Case status

Knowledge Base Article

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Reporting & Analytics

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Voice Reports

This section details a few important call performance reports which can help supervisors to get deeper insight in voice call management. Call Centre Funnel This funnel describes the call statistics since the call land on sprinklr to the calls actually answered by the agents.  Call SummaryThis widget

Knowledge Base Article

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Reporting & Analytics

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Queue Health Report

Queue Summary Here Supervisors can view overall summary of different queues in which the cases/calls are assigned. ​Work Queue vs Maximum Response TimeThis shows the maximum response time, i.e., the time taken by an agent to respond to a customer's query in a case. Case Wait time in Queue This

Knowledge Base Article

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Queue Health Reports

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Campaign Report

This section summaries the standard reports that comes with supervisor console which can be used to monitor the overall performance of campaigns run by their team. Campaign Summary This provides an overally summary to of all the active campaigns and the agents associated to that. Campaign MetricsThe

Knowledge Base Article

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Reporting & Analytics

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Sharing Reports with Supervisors

To navigate to ReportsClick Reports on the left pane of the Supervisor Console to view and analyze different reporting dashboards.​To share Reports with SupervisorsYou can decide which reports should be visible to Supervisors.1. Choose Switch to Classic Mode by clicking the User

Knowledge Base Article

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Sharing Reports with Supervisor

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Drill-down into Reporting Widgets with Explore Lenses

In reporting, you can create Lenses, which are dashboard-based overlays. You can apply these explore lenses to drill down into widget data for further analysis.To Add Drill-down to a Widget in Persona ReportingFor every drill-down, a separate dashboard needs to be created that will be shown in the t

Knowledge Base Article

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Reporting & Analytics

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

Introduction to Supervisor Console

Improve Productivity with Supervisor Console

Standard Supervisor Console Instances

Home Page

Agent Monitoring

Queue Monitoring

Campaign Monitoring

Alerts Monitoring

Announcements

Peer to Peer Chat

Callback Monitoring

Customise your Supervisor Console

Reporting & Analytics

Supervisor Console Governance

FAQs

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