We want a single metric to measure the time between case creation and first action taken on the case. 'First action' here considers only 2 actions - either brand response sent OR macro used, whichever was done first on the case. I looked at 'Case first action Sla' metric but I don't think it include

Hi Team! Which is the best way to tackle this overlapping warnings? What are the best practices and the actions to be taken, step by step, to make sure each expression is only grabbed by one single intent? Thanks! cc: @Yoana Boshnakova

Client domain is changing from @abc.com to @xyz.com.On the forwarded account that is setup and connect to @abc.com account, we changed the sender email address with new email @xyz.com.However, there's an immutable field in account setting for domain name, which is still @abc.com.The issues is the ou

In the Care console, how to clone & split "All Waiting Assignment" into 2 separate streams/queues - 1) "Review Sites Inbound" containing inbound received on review sites 2) "Social Sites Inbound" containing all remaining inbound.  List of Review sites - Google My Business TripAdvisor

how to find reasons of drop in inbound msgs?

As an Agent, I need the ability to receive direct calls from both external Customers and internal Agents using a personal Direct Inward Dialing (DID) number—without routing through a general Inbound Hotline Service. This personal DID should be exclusively assigned to me, allowing selected and auth

Use Case: Need to identify which users are being deactivated and date corresponding to this action. We need to send alert to another universal email id other than users that the user account corresponding to a user is deactivated.Can we build a reporting widget and setup alerts on this to send notif

My client wants to perform big data analysis on IVRs, which requires capturing the start and end time for execution of all IVR nodes. While the Node Execution Tracking Report provides this information, it is not a scalable approach since it requires enabling execution tracking on every individual no

Hi Team,Can we send pdf attachments to end users on Sprinklr community cases?Also, currently we do not have attachment button on care console, however when we access the text formatting option, we do get options to add an image or video attachment but not pdfs or excels.At end user's end community p