Hi Team, Do we have any documentation that maps Service Analytics metrics to their Social Analytics equivalents? For example, a client uses Volume of Published Messages in Social Analytics to monitor agent performance. We tried using Total Agent Message Count in Service Analytics as the equivalent

I'm using percentage-based routing to make sure each partner gets roughly the same number of cases, but my client's requirement is that if one partner out of the 3 distribution groups for this queue is unavailable, the cases should stay on hold instead of being sent to the available group. What's th

Instagram Story Mentions come into Sprinklr as a Story Mention Direct Message. Agents are able to reply from the Care Console even after the native 24hr Story expiry window; the reply channel (DM) itself stays open. However, once the Story expires natively, the media preview is no longer available.

Description: When a Message Approval Rule is triggered, the associated Case is correctly added to the Approval Case Queue for review. However, after the message is either Approved or Rejected, the associated Approval Case is not automatically removed from the queue. Expected Behavior: Once an approv

Message Subtype is exactly Form (Fb messenger lead ads). What updates need to be made to avoid such inbound msgs from forming cases

Hi team! Does anyone have an example of several interactions coming from the same phone number (WhatsApp, Voice, SMS) linked under the same case? This is one of our client's use cases and we need to assess if this is doable from an omni-channel POV. If yes, any advice on the setup and the configurat

I hope this is the right place to post this......Our customer wants to automatically close a case in the IVR flow if a voicemail is either silent or shorter than X seconds.The customer has nested a 'close case' macro, (which works independently of the flow), in an 'Execute Action' node in the flow b

When an agent collapses a voice case during an active call when a supervisor listens/ continuously listens to the agent, the supervisor's avatar appears in the call pop-up on the bottom right. Is there a workaround to hide the supervisor's identity from this pop-up across all pages in the agent's pe

When a customer contacts us again on the same issue, a new case is created instead of being treated as a follow-up on the original parent case. The current association option only links conversations/messages between cases but does not solve the core problem — agents are still required to&