Setting up Queue based routing

Articles

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Adding Cases to Queues

Unified Routing in Sprinklr is powered by AI and machine learning algorithms that analyze the content of the message, as well as the customer's history and profile, to determine the best course of action. This ensures that customers receive fast, personalized, and accurate responses to their in

Knowledge Base Article

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Setting up Queues based routing

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Defining routing logic (Routing configurations) - Queue based Routing

Routing Configurations are a set of action groups which perform actions on cases pending in the work queue based on defined conditions. The routing checks all the pending cases in real time and instantly performs the defined actions on the case like increasing priority of pending cases, sending case

Knowledge Base Article

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Setting up Queues based routing

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Select rules to execute when work is assigned

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

Knowledge Base Article

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Setting up Queues based routing

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Assigning interactions to same agent

Concept of Stickiness In Unified Routing, stickiness refers to a predefined time period during which a case is considered a follow-up or continuation of a previous interaction of the agent with the customer. If the customer reaches out within the stickiness duration, the case is assigned to the same

Knowledge Base Article

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Setting up Queues based 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