Not every column of engagement dashboard shown in care console
Hello,
I'm having issues with columns that are setup in an engagement dashboard that are not showing in the dropdown in the care console. The dashboard consists of some columns in the category Case Management, One column in the category Sprinklr Live Chat and a Column in the category Automatic Alerts. For some reason, the columns in category Sprinklr Live Chat and Automatic Alerts are not shown in the care console.
The Automatic Alerts column shouldn't be a rights issue because when I enable the Care Alerts Dashboard, I can see the alerts just fine. The moment I create a column, it won't show.
What am I missing?
Thanks,
Reinier
Question
Updated
6 days
Comments
- A
Allison Fasching
26 days
ago
22/08/2025
I think you can probably do a custom enhancement, but I'll drop a note to the product team!
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Allison Fasching
27 days
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21/08/2025
Hi Reinier! Live Chat can be added to the Care Console if it’s tied to case workflows. If your setup creates cases from chat interactions, agents can manage them just like any other channel. Check to see your Live Chat setup is linked to case creation. Automatic Alerts are great for monitoring in dashboards, but they’re not typically available as columns in the Case Stream. Use them to track trends, then rely on case-level alerts for agent workflows. Use dashboards to monitor alerts while keeping case handling focused in the Care Console.
LMK if this helps!
reinierdekker
27 days
ago
21/08/2025
Thanks Allison. Now that you say it like that, it makes sense that alerts cannot be displayed in a care console meant for cases... It would be nice if Sprinkr implements something so you cannot add columns to dashboards that shouldn't be there. (eg Automatic Alerts to care console dashboards)