Reporting & Analytics

Articles

(15)
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Agent Summary

This section provides the overall work summary and the occupancy of every  agent for the selected time frame. Segregation of all the cases offered to an agent is available thus the Abandoned Rate & Pickup Rate maintained by an agent is calculated. This also reports the overall time spent by ever

Knowledge Base Article

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Reporting & Analytics

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Call Centre Performance Overview

This report summarizes the overall call center performance that are necessary for a leadership view.Call Count - SplitOutbound Call Count: Number of outbound calls made.Dialer Calls: Number of calls offered to the agents through various dialers (preview, predictive & progressive).Manual Call Cou

Knowledge Base Article

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Reporting & Analytics

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Call Detailed Report

This is an agent level report and thus the Call Activity values recorded are based on/ derived from the Agents’ console or the workspace. This section gives insights on every case with respect to each agent involved in the case, provides the time split/ time taken during the call processing and the

Knowledge Base Article

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Reporting & Analytics

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Call Summary

This is a call/ case level report, and thus the Call Activity values recorded are based on/ derived from the customers’ call records. This section gives insights on the overview of every outbound case with all the agents involved throughout the case and provides the time split/ time taken during the

Knowledge Base Article

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Reporting & Analytics

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Campaign Summary

This segment validates the number of profiles mapped under each segment of a campaign.Values Plotted:Campaign: Name of the campaign.Segment Id: Name of the segment.Dialer Type: States if the dialer type is Predictive/ preview/ progressive, etc.Unique Profiles: Total number of unique profiles/ custom

Knowledge Base Article

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Reporting & Analytics

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Call Report on Ingested Data

This section is a Lead level report that maps the Lead Events against each lead based on the severity of the event. Every customer record is counted as a separate lead and every customer interest(eg: registration of a customer on a product’s enquiry) is considered as a Lead Event.Values Plotted: Lea

Knowledge Base Article

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Reporting & Analytics

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Campaign Live Monitoring

This is a live monitoring report drafted for the Campaign Manager persona. While the campaign is marked Active, this report provides the count of Agents in each state. Values Plotted:Campaign Talking : Number of agents currently in the talking state for the Campaign marked.Campaign Idle: Number of a

Knowledge Base Article

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Reporting & Analytics

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Scheduled Callbacks Report

When any Inbound Calls are missed/ left unattended or the customer wants a callback during the first connection, those calls are Scheduled for a 2nd Callback. This section reports on all the scheduled calls.Values Plotted:Total Scheduled Callback: Number of Scheduled callback tasks assigned for the

Knowledge Base Article

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Reporting & Analytics

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Attempt Wise Campaign Summary

In the Outbound system, multiple calls might be attempted for the same customer as a part of Campaign conversions. Attempt Wise Campaign Summary report details on these repeat call attempts, its dispositions and the time stats.Values Plotted:Conversation Id is an unique ID created for every call mad

Knowledge Base Article

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Reporting & Analytics

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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

Getting Started with Sprinklr Service

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Outbound Voice & Dialers

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