Im working on deploying a Source Agnostic case management solution. The cases will need to be able to send an email as well but Ive had no luck in getting an email channel on the case to be able to do so. We have cases with emails set and the option for email as a channel becomes available but this

Hello Team, I need to show my client the % of cases where First agent responses & General responses were made: in less than a minute Between 1 & 5 Between 5 & 15 Between 15 & 30 Greater than 30 Taking into account this count of responses the action not and not the case creat

I am trying to setup controlling fields for Product, Issue and Issue Type. We have 8 products, each with multiple issues ( for example, Claim, cancellation, payment etc.) and two issue types: Complaint and Request. Some issues are common across multiple products for example, Claim. However, the is

Im making Source agnostic cases via a Guided workflow for a fraud case management solution. In doing so I need to configure a "Social Network" for the newly created case and I am doing so after adding "Source Agnostic" to the social network CF, however, this config creates cases but the cases are no

Google My Business inbound posts (reviews) are ingested in Sprinklr with a delay (few hours in average)(KB article) In care reporting, this metric – “% of Cases First Replied Within SLA (SLA Report)” considers message creation time (on native) as a countdown for SLA compliance, which leads to incorr

My client needs a custom metric that calculates the time from the latest fan message to the time when the agent have applied a macro, so we could clearly see time between actions and not as it is now when system shows data mostly based on when cases was created and when macro was applied.

Client has made a user level checklist and wants to send notifications to the user once he is evaluated/ audited. Is this feasible?

Hi Team,How can we mask incoming messages that are inappropriate? Like messages incoming through WhatsApp to ensure that those messages are at least hidden/masked from agents? And is there a way to block certain profiles from sending such messages in the future? Thank you

The custom fields list (https://[domain].sprinklr.com/care/governance/custom-fields) is inefficient in use, making viewing and managing custom fields more time-consuming than it should be: fields are displayed in reverse order to Date Created, rather than alphabetically by name. A user is reduced