Scoring and Insights

Articles

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What are AI Insights?

Quality Managers can gain actionable and meaningful insights around agent's performance and identify coaching opportunities by understanding the reasons behind the scores provided by AI on quality paramaters. Additionally, agents can work on their weaknesses by better using the corrective actio

Knowledge Base Article

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Scoring and Insights

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How to Setup AI Scoring Rules?

To get AI scoring on a case a Case Update rule has to be setup. Running that rule gives AI scoring on the cases. The different rule condition that is used while setting Up the Send to Scoring Engine actions are explained below.Audit Checklist - This lists out the checklists which are marked standard

Knowledge Base Article

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Scoring and Insights

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Feedback on AI Scoring in AI Insights

You can provide feedback on AI scoring to enhance the system's accuracy. This includes the ability to input the expected score for each parameter, report any incorrect evidence detected by the AI, and highlight any missing evidence that should have been identified. Your feedback is invaluable f

Knowledge Base Article

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Scoring and Insights

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

Surveys

Journey Facilitator

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Workforce Management

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Knowledge base

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Quality Management

Agent Analytics

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What is Quality Management?

What is Sprinklr Data Ingestion?

Troubleshooting & FAQs

Sampling & Allocations

Getting Started with Quality Management

Audit Dispute Flow

Performance Management

Calibration

Audit Checklists/Forms

AI Scoring in Quality Management

AI Insights

Channel Interactions

Quality Management Reporting

Ingestion Using SFTP/S3/GCP

Voice Analytics

Voice Analytics

What are Sprinklr's Quality Management Capabilities?

Getting Started with Quality Management

PII Masking

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Customer Satisfaction Analysis

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Agent Acknowledgement

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Introduction

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Scoring and Insights

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Reporting

Learning Management System

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