Possible to click through from case listing in dashboard widget to case?
Scott Fletcher
Published:
12/01/25 2:57 PM
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I have a dashboard which reports contact-driver-model data on cases. For cases which the model has assigned a certain Conversation Intent value, I want to display a widget which lists cases with that value. Each row should display a case number and a couple of other fields. When a user clicks the row, or the case number, the case details should open. The technical term for this seems to be a row-click action. In this way, the viewer can investigate the content of cases which have this conversation intent.
I cannot see how to do this. Table widgets do not have row-click actions - one can only drill down to metrics or dimensions. Changing data source from Social Analytics to Inbound Analytics widens the list of widget types to include Case Stream and Inline Table, but at with some unfortunate drawbacks:
- a row represents a message rather than a case. Clicking on the small case number at the bottom of a message does open the associated case, though one then needs to click on Conversation or generate an AI summary to see what happened on the case.
- a row is very tall, about 8cm/3" on a 1920x1200 external monitor, and there is a lot of white space in the cell, so users have to do a lot of scrolling to browse through cases.
By contrast, a typical case report in Salesforce can return a compact table of rows, displaying 6-7 rows in the vertical space Sprinklr uses for one row, and clicking the case number opens the case directly.
Am I missing something, or does Sprinklr lack a table widget which can display cases in rows of perhaps 8-10mm in height with intuitive row-click actions to view an individual case?
Question
Updated
3 hours
Comments
- A
Allison Fasching
1 day
ago
11/12/2025
Hi Scott! You’re corrent—standard Sprinklr Table widgets don’t support direct row-click actions to open cases. But there are a few ways to achieve similar functionality:
Table Widget (Social Analytics): Great for aggregated metrics, but rows represent dimensions/metrics—not individual cases—so no direct click-through.
Inline Table (Inbound Analytics): Displays messages, not cases, so rows are tall and dense. Clicking the small case ID at the bottom does open the case, but it’s not intuitive.Possible Solutions
1. Optimize the Inline Table (Inbound Analytics):Data Source: Switch to Inbound Analytics for case-level data.
Widget Type: Use an Inline Table or Case Stream widget.
Configuration: Filter for your specific intent value. Include fields like Case Number, Case ID, and any key metrics.
Click Behavior: Users click the small case number in the row footer to open the case.
Optional: Apply CSS tweaks in custom dashboards to reduce row height for better usability.2. Try the “Case Overview” Widget:
Check the Widget Library for Case Overview, which offers a more case-centric view with direct links.
Advanced users can enhance this via custom JSON configuration for tailored layouts.3. Advanced Customization:
For a truly modern experience, build a custom dashboard widget using JSON, referencing the Case Overview concept.
This requires advanced configuration and alignment with your Sprinklr version.
Key Takeaway
There’s no hidden “row-click” toggle—it’s about:Choosing the right data source (Inbound Analytics for case context).
Selecting the right widget type (Inline Table or Case Stream).
Leveraging the built-in case ID link, and optionally improving usability with CSS or custom widgets.
Actionable Steps:Go to your dashboard → Add Widget.
Select Inbound Analytics as the data source.
Choose Inline Table or Case Stream visualization.
Configure filters for your conversation intent.
Add fields like Case Number, Case ID, and relevant metrics.
Test the click on the case ID link.Hope this helps! LMK if you have additional questions!
- S
Scott Fletcher
17 hours
ago
12/12/2025
Thank you Allison for this detailed explanation! I will play around with the widgets you suggest.
Interesting snapshot of the state of AI on questions like this. I tried out a few of the most common AI chatbots with the question "In Sprinklr, can I display cases in table rows and click a row to view the underlying case?" The answers varied in correctness and detail (all free versions):
Google Search AI summary: incorrect
Google Deep Dive option at end of summary: correct
ChatGPT: correct, and offered focused deep-dive options at the end of the answer. These proved to be useful and I learned some new things about Sprinklr configuration. Still, one has to validate such answers, because some of them are false. For instance, there was a step-by-step explanation of creating a clickable calculated field using the stem URL and the case ID to provide a one-click route to the case from a table cell. I have done such things in Salesforce in the past. But it appears that Sprinklr does not in fact have calculated fields which support formulas like CONCAT("https://sunrise-staging.sprinklr.com/v2/care/case/", [Case ID]), so the rather authoritative-sounding answer seems to have been a hallucination.
Microsoft Copilot: correct but incomplete.
- S
Scott Fletcher
17 hours
ago
12/12/2025
As a follow-up, I tried the two approaches Allison suggests:
- Inline table: functions with a couple of hitches; UI behavior has unintuitive points
- while configuring widget, the preview threw an error, "Filter criteria for aggregation request is too large..." about the record volume exceeding query limits. Don't give up hope! I went ahead and saved the widget, and it did display cases, at least for smaller case volumes. It returned cases for a low-volume team over a one-week period, but threw the "filter criteria" error when I increase time range to a month. So this method is only suited to lower volumes.
- row height is excessive, with a lot of white space within each row below the message details. I would rather see that white space used to display a clickable case number for one-click access to the case.
- clicking the icon opens the message. Clicking on the case header within the message opens the case, but this is unintuitive as nothing visually suggests that the case can be clicked by opening on the header.
- Inline table: functions with a couple of hitches; UI behavior has unintuitive points
- S
Scott Fletcher
17 hours
ago
12/12/2025
- Widget library (documentation). This option is so subtle when building a widget (small blue type, top center of frame) that I had never noticed, so I was glad to find out about it. I tried selection both Inbound Analytics and Social Analytics as data sources, but in both cases the only widgets I found in the Widget Library were one for social-media analytics, nothing case-oriented. So I was not able to experiment with the Widget Library on a Care Reporting dashboard.
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Thank you for all the details Scott, most of what I can provide is general information! I will send this to our internal experts for review, but as I am sure you know many of our implementationsnate custom. Based on your info, you may need to reach out to your account team or log a support ticket.