Setting up Agent Capacity

Articles

(5)
RS
Capacity Simulator​

The Unified Routing Capacity Simulator enables administrators and configurators to explore various scenarios concerning case assignments. It offers insights into whether a case will be assigned or not, along with the underlying reasons. Additionally, the simulator aids in understanding advanced use

Knowledge Base Article

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Setting up Agent Capacity

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Variation in Consumed Capacity of Agent with time in Reporting

The Variation in Consumed Capacity of Agent with time in Reporting widget is used to show the change in consumed capacity of agents, over the period of time.Enablement Note: This functionality is DP enabled, to know how to enable the DP, contact your Success Manager.This change is viewed in the foll

Knowledge Base Article

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Setting up Agent Capacity

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What is Agent Capacity?

What is Agent Capacity? In Unified Routing, agent capacity refers to the maximum workload or number of customer queries that an agent can handle simultaneously. To ensure uniform distribution of these calls/cases, Unified Routing allows administrators or supervisors to define the capacity for each

Knowledge Base Article

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Setting up Agent Capacity

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Creating Capacity Configuration

Unified routing gives us the ability to manage the assignment of cases or tasks in a more robust and precise way, which helps teams manage their resources efficiently and cater to customer queries proficiently and smoothly. In this article, you will learn about how unified routing helps you to manag

Knowledge Base Article

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Setting up Agent Capacity

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Capacity Configuration for Omni-channel Agents

Unified routing allows Channel level capacity configuration where administrators can allocate and manage capacity across multiple communication channels within a contact center or customer service environment. In simple terms, users can set how much capacity should be consumed by each case for that

Knowledge Base Article

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Setting up Agent Capacity

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