Setting up Agents for Routing

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(2)
RS
Agent’s Override Settings

User group settings include assignment setups that individuals inherit from their respective user groups. These settings apply to all members of the group. Whenever a user is added to or removed from a group, their assignment settings automatically adjust according to the group's settings.If an

Knowledge Base Article

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Setting up Agents for Routing

RS
User Group Assignment Settings

User group settings encompass assignment configurations inherited by users from the user groups they belong to. Assignment settings defined at the user group level are applied to all users within the group. Whenever a user is added to or removed from a group, assignment settings automatically adjust

Knowledge Base Article

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Setting up Agents for Routing

Getting Started with Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Outbound Voice & Dialers

Case Management

Automation and Assignment

Introduction to Scheduler Engine

Setting up Agents for Routing

Scheduler Engine vs Triggers

Approval Workflows

Introduction to Assignment Engine

Introduction to Rule Engine

Setting up Assignment Engine

Types of Rules

Case Sampling

SLA Configuration

Triggers

Assignment Engine Use Cases

Capturing Timestamps

Rule Batches

Unified Routing Overview

How Unified Routing works ?

Basics of setting up Unified Routing

Setting up Skills

Setting up Agent Capacity

Setting up Queues

Setting up Queue based routing

Setting up Skill based routing

Using AI in routing

Additional Use Cases

FAQs

Queue monitoring

Assignment Failures and Troubleshooting

Reporting

Unified Agent Desktop

Supervisor Console

Surveys

Journey Facilitator

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