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Agent Productivity

Agent Productivity

Keep your agent productivity consistently high with features such as quick actions, tags, skills, canned responses, etc.

Articles

(7)

Using Quick Actions to remove redundancies in workflows

How Quick Actions can help brands improve their work efficiency by reducing multiple repetitive actions to a single click.Quick Actions are a combination of frequently performed actions on tickets. They help you and your agents bring down multiple repetitive actions to a single click, thereby saving

Clone a Quick Action

Quick Actions

Change Quick Action Status

Create a Quick Action

Articles

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Agent Productivity

Creating and using Canned Responses to reduce average response time

How to use Canned Responses in Agent Console and Care Console to deliver on-brand, quick answers to routine customer questions.Canned responses are templatized replies to frequently asked common questions. Agents can use them to reply quickly with a single click, thereby saving time to focus on comp

Create Canned Response

Canned Response

Articles

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Agent Productivity

Understanding Tags

Understand what are Tags and how it enables agents to identify tickets seamlessly and resolve them quickly.Tags help you group different entities like tickets, contacts, companies, knowledge articles into categories based on similar criteria for easier management and reporting.Use caseTags plays a c

Create Tags

Rename a Tag

Creating Views to see specific Tickets in Ticket Stream

Based on your requirements, create ticket views and use them in Sprinklr Service Ticket Stream and handle tickets more efficiently.A view is a collection of tickets in your ticket stream that match certain conditions. You can use the views feature to see tickets with specific properties in the Sprin

Edit/Delete Existing Views

Views

Create Views

Articles

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Agent Productivity

Understanding Skills

Skills are attributes of an agent that determine their ability to work and resolve tickets that demand certain proficiency, like speaking the language English. This helps you assign tickets to agents with matching skills. An Agent can have multiple distinct skills, for example, an agent could be a p

How does Skills work?

Skills

Create Skill

Articles

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Agent Productivity

Use Care Console to interact with customers effectively

How to interact, manage, and provide on-point solutions to every customer query via a single, easy-to-use platform.Sprinklr’s Omnichannel Care Console provides a platform where agents can interact with customers irrespective of their contact mode, be it any social channel, Live Chat, phone, or email

Care Console

Mark Contact as Spam

Mark as Spam

Additional Care Console Actions

Articles

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Agent Productivity

Managing columns in Table View on Sprinklr Service

Understand how to manage columns and switch the Ticket section to Table View on Sprinklr Service.Managing the ticket columns enables you to view the specific columns you want to view to analyze the ticket creation requirements, prioritize the relevant tickets or know the status of the ticket.To swit

Sprinklr Advanced

Manage columns

Care Console

Articles

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Agent Productivity