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Agent Workflow

Agent Workflow

A comprehensive agent workflow guide

Articles

(13)
SA
Using Quick Actions in Care Console

Learn how Quick Actions in Care Console reduces multiple clicks on routine actions to a single click - saving the agent's time and increasing productivity manifold. Quick Actions are a combination of frequently performed actions on tickets that you can execute with a single click. They are also know

Agent Workflow

Quick Actions

Additional Care Console Actions

Articles

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Agent Workflow

SA
Manage Ticket Properties

Learn how to modify the values of ticket properties in the Care SConsole. While working on a ticket, you may want to manage its properties such as status, sentiment, priority, and more. In the agent console, you will have options to manage and modify these properties on the go. To update Ticket Prop

Additional Care Console Actions

Articles

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Agent Workflow

SA
Use To-Do List to prioritise upcoming tasks

How you can leverage the To-Do list feature of Sprinklr Service and plan your upcoming tasks effectively and efficiently. To-Do list is a collection of tasks that helps you manage tickets in an organised and synchronised manner. In Sprinklr Service, you will have two types of to-do lists, one at the

To-Do list

Agent Workflow

Additional Care Console Actions

Articles

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Agent Workflow

SA
Schedule a message in Care Console

How you can schedule a message in Care Console and save your time to focus more on handling critical customer queries. It's simple to schedule a message for a later date or time if you need to remind customers to enable something on their end to use different services. With the help of Sprinklr Serv

Schedule a Message

Schedule a Message in Care Lite Console

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Agent Workflow

SA
Understanding Ticket Stream

Learn how to change the view of the tickets received with various options on who the ticket is assigned to, its status, and more. Ticket Stream View and Pin Ticket Stream In the Care Console, by default, the Ticket Stream displays all the received tickets irrespective of their status, platform, assi

Sprinklr Self-Serve

Additional Care Console Actions

Articles

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Agent Workflow

SS
Understanding Predicted CSAT Score for Tickets

What is a Predicted CSAT Score ? Customer Satisfaction Score or CSAT score is an AI Based scoring system designed to measure customer’s happiness/satisfaction for care cases on a scale of 1-100.​ How is CSAT Score Predicted ? The predicted CSAT rating measures the predicted satisfaction level of a c

Articles

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Agent Workflow

SA
View Ticket Activity to track actions performed on a Ticket

How ticket activity can help you keep track of agents, supervisors, or admin's actions on the tickets. The Ticket Activity trail displays all the updates related to a ticket, whether it’s by an agent, supervisor, or admin. For example, if an agent escalates a ticket, the activity will be recorded on

View Ticket Activity

Ticket Activity trail

Agent Workflow

Sprinklr Advanced

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Agent Workflow

SA
Ticket notes for internal sharing

Learn how ticket notes help agents to share essential ticket-related information with other agents and supervisors, hence improving the team's efficiency. While working on a ticket in the Care console, you'll frequently need to communicate with other agents about ticket-related issues, as well as sh

Ticket Notes for Internal Sharing

To Add and Delete Ticket Notes

Articles

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Agent Workflow

SA
Agent Home overview

How you can leverage the Agent Home page to have a consolidated view of the tickets assigned to the user, agent availability, to-do tasks, performance metrics, and more. Sprinklr Service Home gives you a sneak peek at all of the latest updates to your tickets in real time. This page has been customi

Tickets Assigned

To Do

Agent Availability

Recent Performance Metrics

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Agent Workflow

SA
Mark tickets as spam to avoid receiving any malicious content

How can you move unwarranted tickets from the ticket trail in the spam folder if the email content is harmful or suspicious in nature. You can mark tickets that contain malicious attachments or suspicious messages as Spam along with the Contacts who sent the email in Care Console. This will help you

Mark Emails as Spam

Agent Workflow

Mark Contact as Spam

Additional Care Console Actions

Articles

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Agent Workflow

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