Setting up Skills

Articles

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Creating and assigning Skills to Agents

Unified Routing ​​provides a one stop shop for creation and management of skill/skill categories allowing clients to ensure assignment of calls/cases to agents equipped with particular skill-set as in real life, all on Sprinklr platform. Here, we can define various new skills and skill categories as

Knowledge Base Article

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Setting up Skills

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Utilising Skill Proficiency for Assignment

Skill proficiency can be effectively utilized in skill-based routing to ensure that customer interactions are assigned to agents who possess the required skills and expertise at the desired proficiency level. Unified Routing allows organizations to define proficiencies for different skills based on

Knowledge Base Article

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Setting up Skills

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

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 (Legacy)

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

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