Sprinklr Service's latest 19.11.1 release introduces a range of exciting new capabilities aimed at empowering your business to create more meaningful customer experiences across all touchpoints. Here are the key features included in Sprinklr Service's latest release:

Supervisor Console 

The following enhancements are introduced in the Supervisor Console: 

Unified Monitoring Dashboard – Monitor Multiple Entities from a Single Interface 

The Unified Monitoring Dashboard consolidates agent, queue, and team monitoring into a single interface. Supervisors can now manage all aspects of their operation from one screen, reducing the need to switch between different monitoring screens and enabling more informed, real-time decision making. 

For more information, see Unified Monitoring Dashboard.

Send Real-Time Alerts to Agents 

Supervisors can configure agent-level alerts directly from the live monitoring screen in Sprinklr. This feature enables supervisors to set alerts based on real-time agent activity, SLA breaches, or custom performance criteria without leaving the monitoring dashboard. Alerts can be set for specific agents to address issues promptly and efficiently. 

For more information, see Create Alert.

Monitor Work Queue Groups 

Supervisors can view detailed reports at the Work Queue group level. This enables supervisors to analyze multiple Work Queues, for example, they can analyze all Work Queues assigned to a specific department. 

This report includes key metrics such as queue summaries, agent status, agent states, and lists of agents with their respective details across multiple Work Queues. This allows for better visibility and management of Work Queues performance. 

For more information, see Monitor Work Queue Groups from Unified Monitoring Dashboard.

Customize Queue Monitoring Screen 

Supervisors can customize the columns displayed in the Queue Monitoring Screen. Through the Manage Columns section in the Persona App Manager, supervisors can select which dimensions and metrics to show, ensuring that the most relevant data is displayed on the Queue Monitoring screen.  

For more information, see Configure Queue Dimensions for the Queue Monitoring Screen.

Take Actions on Cases or Calls Waiting in Queue 

Supervisors can now directly take actions on cases waiting in the queue to help manage high call volumes: 

• Take a Call: Supervisors can take over a call in the queue to provide immediate assistance or expedite service during peak times. 

• Transfer a Call: Supervisors can transfer calls to another agent or department that can more effectively resolve the customer’s query. 

These features help reduce wait times, balance agent workloads, and enhance overall customer experience. 

For more information, see Call Monitoring.

Queue Agent Activation Manager – Activate or Deactivate an Agent from a Queue 

The Agent Queue-Activation Manager enables you to quickly activate or deactivate agents from specific queues. This feature is particularly useful when agents are part of multiple Work Queues. The ability to manage agent activation from a single page helps supervisors efficiently allocate resources and ensure adequate staffing for each Work Queue. 

For more information, see Agent Queue-Activation Manager. 

Bulk Cancel Scheduled Callbacks 

Supervisors can now cancel multiple scheduled callbacks at once directly from the callback list. This feature helps to efficiently manage agent workloads, especially during periods of high call volume. 

For more information, see Cancel One or Multiple Callbacks.

Persona App Manager | Persona-Level Visibility for Case Activities 

Admins can now customize the visibility of case activities based on supervisor personas. By restricting case activities at the persona-level, only relevant case activities are displayed to each supervisor, allowing them to focus on the most important case information. 

For more information, see Create Filters for Case Activities.

Care Console  

The following updates have been introduced to the Care Console: 

Append Subject to Email Canned Responses in Quick Publisher 

In Quick Publisher, when creating an email using a canned response, the title of the canned response now automatically populates as the email subject line.  

This enhancement ensures that agents can quickly provide more contextually relevant and clear subject lines for email communications, ultimately improving the customer experience and enhancing the clarity of interactions. 

For more information, see Canned Responses.

Persistant Smart Responses 

Smart responses are now retained in the Care Console reply box, even when the latest customer message doesn’t trigger new predictions.  

Previously, the system would only suggest responses based on the most recent customer message. However, if the new message was irrelevant or nonsensical, no new smart responses would appear. With this enhancement, if no new predictions are made, the system will continue to display the previously suggested smart responses, ensuring that agents always have relevant options to choose from. 

Agent Nudge

The following features are being introduced in Sprinklr Service’s Agent Nudge module:

Real Time Scoring

The Real Time Scoring feature gives you the ability to show scores to the agents for smart scripts on the completion of tasks and also display the Performance Feedback Messages based on scores. For further details on this feature, see Real Time Scoring.

Keyword List Manager

There is a new feature added to the Agent Nudge Setting, known as the Keyword List Manager, with the help of this you can define all the required keywords and choose the name of the Keyword List. Then we can directly call the keyword list in the agent nudge configurator. For further details on this feature, see Agent Nudge Setting.

Synonym Suggestion in Smart Scripts

The Synonym Suggestion feature gives you the ability to show alternate words or phrases for smart script items. This feature suggest synonyms or alternate phrases for already completed actions. For further details on this feature, see Synonym Suggestion in Smart Script.

Quality Manager

The following features are being introduced in Sprinklr Service’s Quality Manager module:

Sampling and Assignment Policy

The Sampling and Assignment Policy feature enables you to create sampling and assignment policies from templates through the QM persona. You can easily customize sampling conditions, can use new random sampling techniques, and trigger assignment policies automatically, significantly reducing configuration time. For further details on this feature, see Sampling and Assignment Policy Builder.

Negative Scoring Questions in the Manual Audit Checklist

The Negative Scoring Questions in the Manual Audit Checklist feature enables the support of Negative Scoring. The manual Checklist builder supports question either positive, negative or combination of positive and negative questions. For further details on this feature, see Audit Checklist/Form Scoring.

Multiple Call Recordings generated within a Call

The Multiple Call Recordings Generated Within a Call feature enables you to view all the recordings and transcripts within a single call. When there are multiple recordings created for a single call, in the Call Transcript View you get to view all the recordings and transcripts within a call. You will be able to listen to all the recordings present in the call based on the Recording Segments visibility. The sections of the call where there is no recording appears empty in the horizontal timeline. For further details on this feature, see Conversation Timeline .

Conversational Analytics

The following features are being introduced in Sprinklr Service’s Conversational Analytics module:

Time Range Filter in Contact Driver Discovery

The Time Range filter option is introduced while creating a Contact Driver Discovery which helps you to input a time range and use it as a filter. It enables you to select the latest cases, or cases from a certain time duration and use them for discovery. For further details on this feature, see To Initiate a Contact Driver Discovery .

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Updated Contact Driver Detection Algorithm

The Contact Drivers Detection Algorithm is upgraded with the following enhancements:

1. Multiple Contact Drivers: You can detect multiple primary contact drivers within the same interaction using contextual Contact Drivers models. For example, you enquire about replacing a defective order, and then within the same interaction, you also request assistance to reset a password for your account login, then both the intentions get detected as Primary Contact Drivers. For further details on this feature, see Multiple Contact Drivers .

2. Accuracy Improvements: Accuracy Boost across all levels for out-of-the-box Contact Driver Models.

Inbound Voice

The following updates have been introduced in Inbound Voice to ensure compliance, improve the user experience, and streamline recording management for voice interactions.

RTS (Real Time Speech) Single Recording from Voice Conversation Ended Event

The recording stream will now continue during events like Pause or Blind Transfer instead of stopping entirely, ensuring a single, unified audio file for the entire conversation.

Previously, such events would completely halt the recording stream, leading to multiple separate audio files for a single interaction. With this enhancement, silence is automatically inserted during the pause period, allowing for seamless playback and improved call review.

Benefits:

• Improved User Experience: A single recording file eliminates the hassle of managing multiple files for the same conversation.

• Streamlined Call Analysis: Continuous recordings provide seamless playback for easier call review.

• Efficient Storage and Management: Reduces data fragmentation and simplifies storage by maintaining one recording per call.

Enable Snippets Without Main Recording

Agents can now create snippet recordings even when the main call recording is inactive or paused. This functionality offers flexibility by allowing the recording of critical call segments under various scenarios, regardless of consent status.

Supported Scenarios and Behavior

1. Call Recording is Off

• Agent can enable snippets even if the main recording is off or customer/agent consent is not available.

• Starting a snippet automatically begins and ends the parent recording alongside the snippet recording.

• Main recording controls like pause are disabled during snippet recording.

2. Call Recording is Paused

• Agents can resume recording by enabling a snippet.

• Parent recording mirrors the snippet lifecycle.

• Post-snippet, the system reverts to "not recording."

3. Call Recording is Active

• Snippets are recorded parallel to the ongoing call recording.

• Agents can pause or delete the main recording if permissions allow.

4. Call Recording was Deleted

• Allows snippet recording, re-enabling call recording temporarily.

• Main recording cannot be paused during snippets but can be deleted.

5. Agent Transfers the Call

• Snippet recording stops automatically if the initiating agent exits the call.

Validate Agent Consent Before Starting Recording

This update ensures that call recordings support compliance with regulations such as GDPR by requiring explicit consent from all participants before initiating a recording.

Key Features:

1. Consent Validation

• Checks if the agent’s consent field is set to Yes (True) and whether the customer consent was granted in the IVR flow.

• Recording starts only when all participants have provided consent.

2. Dynamic Consent Handling

• If a new participant without consent joins, the recording pauses.

• Recording resumes automatically when the participant exits.

3. Manual Start Error Handling

• If an agent manually tries to start recording without consent, the system displays:
"Agent’s recording consent is False."

4. External Participants

• Assumed to have not provided consent, and the system enforces pause rules accordingly.

Outbound Voice & Dialers

The following feature is being introduced in Sprinklr Service’s Outbound Voice & Dialers module:

'Unassigned call timeout' field for customer first callback dialler

The Unassigned call timeout field is introduced in the customer first callback dialers to keep the customer in the waiting queue for a mentioned time when the agent to whom callback is assigned is occupied or no agent is available in the queue in which callback is assigned. For further details on this feature, see Callback Dialers.

Unified Routing

The following features are being introduced in Sprinklr Service’s Unified Routing module:

Assignment Wait Reasons

The Assignment Wait Reasons feature enables administrators to view and understand the specific reasons for which a case remains unassigned in the work queue along with the various case attributes. Admins can also search for a specific case number to view its associated assignment failure details. For further details on this feature, see Checking Assignment Failure Logs.

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Variation in Consumed Capacity of Agent with time in Reporting

The Variation in Consumed Capacity of Agent with time in Reporting feature is used to show the change in consumed capacity of agents, over the period of time. For further details on this feature, see Variation in Consumed Capacity of Agent with time in Reporting.

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Standard Queue Metrics

The Standard Queue Metrics feature enables you to define metrics like SLA and Short abandoned which can be plotted in reporting at queue level for each channel like digital, voice and so on. For further details on this feature, see Standard Metrics .

Call Control

The following features are being introduced in Sprinklr Service's Call Control module.

Remove Mute Unmute from Conversation

You can now mute or unmute a customer without having to worry about the conversation widget alerting them to your mute status by displaying the message, "Agent Name" has been muted on the call. This functionality has been activated by DP. If the DP is not enabled, you will see these messages in the Care Console that indicate whether you are muted or unmuted. For more information, please refer Call Controls Overview.

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Disconnection Reason of Agent in Conversation Widget

The labels in the Care Console, for various call disconnection reasons, have now been updated. These labels aim to provide accurate information to agents and supervisors regarding the actual reason a call got disconnected. These labels are framed depicting the exact disconnection reason.

This feature will help in reducing the number of support tickets generated over a period by providing exact reason a call got disconnected.

Twilio Region Support (POC)

A new Region field is now added in Voice Application for Twilio account to streamline calls by routing calls to the appropriate server locations, improving call performance. This will address the issues arising from delays in API calls that result in poor call quality due to the long distance between caller, server location, and agent. 

Enable Snippets Without the Main Recording

Now a Call Snippet is separate from the Main Recording. Even when the Main Recording is not active, you can enable several call snippets. This is a DP enabled feature. Once you enable this DP, there is no need to activate or halt the Main Recording.

Call snippets allow you to create snippets for certain parts of the recording, so they help us to check that specific part for the overall call quality. For more information, please refer Call Controls Overview.

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Validate Agent Consent before Starting the Recording

Introducing a feature that requires an agent's permission before recording a call. This feature is DP enabled. To record a call after the DP is enabled, consent will be needed. However, obtaining consent is not necessary if the DP is not activated. The General Data Protection Regulation (GDPR) governs this. 

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A call is recorded due to these conditions: 

• If agent has given the consent to record the call.

• Agent’s “Recording Consent” field is Yes (True).

• All participants in the call have provided their consent for the recording.

For additional information, refer Validate Agent Consent for Call Recording.

Integration of Exotel

We are now integrating a CPaaS provider Exotel, which is a leading cloud telephony provider, with Sprinklr. Exotel offers scalable CPaaS solution like voice, SMS and customer communication. This integration will be useful for both existing and new clients, enabling them to maintain stable and efficient communication channels for their customers.

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Leveraging Exotel’s infrastructure, our objective is to deliver the full range of Sprinklr CCaaS capabilities-including inbound calling, outbound calling, and voice bot functionality-providing a robust and reliable communication platform.

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After Call Work

The following feature is being introduced in Sprinklr Service's After Call Work module.

Enhance Social ACWs

The “Keep Case Assigned after Call” option under ACW settings will now be available for Social ACW. Previously, this option was available under ACW settings for voice calls. Now, if the option “Keep Case Assigned after Call” is checked in the ACW settings, the Case will remain assigned to the agent after completing the ACW, till a macro is applied or if the agent unassigns the case on its own. 

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For more information, please go through the article, Omnichannel ACW with Auto Wrap Up.

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Match the Names of Nodes in ACW and Guided Workflow 

Certain node names in ACW Builder have been updated to align with those in Guided Workflow. Using a standardized naming convention, similar node names ensure a consistent user experience across ACW and Guided Workflow.  

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The following list provides an overview of the previous node names and their updated versions: 

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​For more information, please refer the article, Introduction to All Components of ACW Builder.

Live Chat

Ability to Support Text and Image Attachment in Reply Box

Your customers (end users leveraging live chat to contact your brand) can now send text-based chat replies alongside image attachments in the live chat reply box. Previously, attachments were sent directly upon upload. Now, text can also be to attachments before sending them.

This enhancement provides a more flexible and enriched communication experience, allowing for greater control over how you share information with others.

Learn more about this in the Conversation Screen Footer article .

Digital Twin

Support for Prompt in FAQ Skill

The Sprinklr Digital Twin now allows you to add prompts in natural language directly within the Knowledge and Data Management tab, a feature previously available in the conversational Smart FAQ.

This enhancement improves the efficiency of managing FAQs by enabling easy prompt creation. Additionally, users can define any format they want their FAQ responses to follow, such as using emojis or bullet points. This added flexibility makes it easier to tailor responses to specific needs and preferences.

Learn more about this in the Add Training Content article .

Text Processing Skill

The text processing skill works with the API v2 skill to convert API responses into a human-readable format.

This enhancement makes it easier to process and understand large amounts of API data efficiently. Additionally, users can define any format they want their responses to follow, thus facilitating tailored responses.

Learn more about this in the Text Processing Skill article .

Journey Facilitator

Modified Clone Functionality

The enhanced cloning functionality now includes an intermediate modal window. This provides users with an option to quickly rename the cloned journey and additionally edit Journey Settings prior to journey being cloned This feature enhances the user experience by making it easier to manage cloned Journeys.

Rate Limit Update Backward Compatibility

With the new update, when you clone a journey with an existing rate limit, the rate limit will always be automatically converted into “per second” units. For instance, if your original journey had a rate limit of 720 per minute, then the cloned journey will have a rate limit of 12 per second (720/60). The converted rate limit will be checked against an safe upper limit of 100 per second. If the converted value exceeds 100 per second, it will be auto-set to 100 per second. The original value will be retained if it is less than 100 per second.

This update ensures that rate limits are consistently applied and managed, preventing any potential issues with excessive rate limits in cloned journeys.

Conversational AI

User Interface(UI)/User Experience(UX) Changes

The 19.11.1 includes exciting User Interface changes within Conversational AI module including-

• Major UX Enhancements

  • Transcription projects are now displayed exclusively for voice-enabled applications.

  • When creating a new machine learning model with the ‘External’ provider type, the ‘Issue Type Intent’ model will be automatically selected.

  • Under Discovery Runs, the ‘Discovery Workflow’ option will no longer be available.

  • You can now view dialogue trees directly from the deployment settings using the new ‘view’ icon, eliminating the need to navigate to the Dialogue Tree section and saving you multiple steps.

  • A new validation check has been added for the ‘Bot Reply Variable’ in Smart FAQ to detect and prevent the use of spaces, which previously caused frequent errors.

• Dialog Tree Canvas Enhancements

  • In the Advanced Configuration section of Issue Type, users used to see all filter values, including unusable ones, which caused confusion. Now, unusable values are greyed out, making it easier to identify usable options.

  • The View Node functionality has been improved in the debug log to ensure expanded view. Previously, the sub-nodes would collapse when a node was minimized during testing. With this update, the nodes will be expanded by default when viewed in the debug log, ensuring a more consistent and user-friendly experience.

  • A new validation check has been implemented to prevent the use of “Error” as “Exception Variable” name in dialogue trees. This ensures that such variables, if typed, will not function on the backend, thereby maintaining system integrity.

  • You can now see previously hidden nodes in your Dialog Tree workflows, which appear greyed out (disabled) with a help text explaining the reason of unavailability. This change helps you understand their presence and purpose without being able to select them, enhancing clarity and usability. This update ensures comprehensive workflow management and better decision-making.

  • You can now edit your dialogue tree name directly in-line, without needing to access the Edit settings.

  • You can now preview Dialogue Trees (DT) directly within the Route to another bot node. This new functionality allows you to use the "View Workflow" option to easily access and preview DTs, enhancing your workflow management and review efficiency.

• Debug Log Enhancements

  • You can now easily navigate through your debug logs with the new “End of Logs” scrolling support. This feature enhances your efficiency by allowing quick access to the beginning and end of logs during conversations and application testing.

  • You can now see message for Trigger Filter Mismatch Details in the Debug Log when no trigger filters are selected. This enhancement helps you quickly identify and troubleshoot issues related to trigger filters during conversations and application testing.

  • You can now view the end of the debug log by default when opening a case or debug log. This enhancement ensures that you immediately see the most recent entries, improving your efficiency in reviewing and troubleshooting issues.

  • The 19.11.1 release removes the inbox and outbox from conversations within the debug log and replaces it with a common stream for easier tracking and testing.

  • This release consolidates the Node type filters available in the debug log to the most commonly used nodes including bot reply, user reply, decision box, API Node, Update Properties, Custom field actions, Route to another bot, Get Records, Create Records, and Update Records. Previously, the available filters were less frequently used by users.

  • The Debug Log Filter in Conversations pane of the debug log has been removed with the latest release.

  • You can now view the workflow execution time directly within the Debug Log. This feature provides insights into the time taken for each execution, enhancing your ability to monitor and optimize performance.

  • You can now open a third pane in conversations within your debug log by double-clicking on a message, similar to the action in the Care Console. This enhancement allows you to quickly access additional details and context without navigating away from the current view.

  • You can now access node-level information about local timeouts directly within the Debug Log. This enhancement allows you to better monitor and troubleshoot issues related to local timeouts and improve the efficiency and reliability of your workflows.

Simulation of Conversations from Content Sources using AI+ in Smart FAQ node

You can now simulate conversations and automatically generate question-answer pairs for the Golden Test Set with a single click using “Simulation via AI+”. This feature leverages all the data you have uploaded as references, including documents, knowledge bases, and website URLs, to generate a comprehensive question-answer pairs. Previously, this was a manual process that took a significant amount of time. With this new feature, the process is streamlined to just one click, significantly enhancing efficiency.

Topic Control in Smart FAQ Models

You can now enhance your Smart FAQ Models with Tagging and Filtering capabilities. Create custom tags and assign multiple tags to content sources. You can further leverage the specific tags to train your models to provide precise responses. This enhancement streamlines the knowledge management process and improves the accuracy of your Smart FAQ Models.

Learn more about this in the Topic Control in Smart FAQ Models article.

Messaging

Translation Support for Apple Messages for Business

Sprinklr now supports translations for all Apple Messages for Business assets, enhancing your ability to manage and deliver multilingual content. This update ensures a seamless and localized customer experience, allowing you to engage with a global audience more effectively.

Guided Workflows

Ability to Customize Guided Workflow Applications while Using External Workflow URL Node

You can now select a specific Guided Workflow Applications when using the external workflow URL node, ensuring the automatic application of approved branding colors and fonts for your customer-facing dynamic workflows. This feature enhances user experience by allowing customized styling and branding of external workflow URLs. Users can select the appropriate Guided Workflow Application to apply the correct styles.

Learn more about this feature in the Perform System Actions inside Guided Workflow Article .

Unique API Names for Cloned Screen Nodes

You can now ensure that cloned screen nodes within the Guided Workflow automatically possess unique API names.

This enhancement prevents workflow interruptions previously caused by duplicate API names when nodes are cloned. By assigning a distinct API name to each cloned node, you can easily identify and troubleshoot issues without relying on external tools.

Learn more about this in the Guided Workflow Canvas article.

Support for Variable Definition at Customer Level

You can now define global variables at the customer level, reducing repetition and minimizing errors in workflows. This feature allows you to create, update, and manage global variables and the related Groovy codes efficiently.

Learn more about this in the Create a Variable Definition at Customer Level article.

Knowledge Base

The following features are being introduced in Sprinklr Service’s Knowledge Base module:

Clone Knowledge Base Category Hierarchy and Articles

The Knowledge Base categories can now be cloned for efficient content management and organization. This will provide a convenient way to replicate article category structures, allowing you to easily clone nested subfolders and articles within it. For more details, refer to Clone Knowledge Base Category Hierarchy and Articles.

​Easily Drag and Drop Media in Article Editor​

Sprinklr Service’s Knowledge Base now supports the drag and drop of media (images and videos) directly into the editor from your local file system, eliminating the need for multiple clicks to upload media. This feature enables writers to quickly add files/assets from their local file system directly into the article. Avoiding embedding media in base64 format when copying and pasting reduces latency and load times, preventing the article's HTML from becoming heavy.

Open Article Editor from Reporting Dashboard

You can now open the Knowledge Base articles directly from the Reporting Dashboard from the Third Pane. You can subsequently go to the article editor from the Third Pane itself. This feature is designed to improve efficiency and reduce the time spent navigating between Reporting Dashboards and the article editor. For more details, refer to Open Article from the Third Pane in the Reporting Dashboard.

Knowledge Base Reporting Shows the Category Hierarchy of Articles

Knowledge Base Reporting now includes the 'Category Hierarchy' Dimension, displaying the complete hierarchy of the category associated with each article. This allows admins to view not only the immediate category of the article but also trace the entire category hierarchy directly from the Reporting Widget. For more details, refer to View the Category Hierarchy of Articles.

Support for Reporting on​ AI-Based Search in Smart Assist

We have added support for Reporting on AI-based searches made by agents in Smart Assist. This includes details such as the search terms used, whether the search query returned results, the number of clicks on the search results, and more. For more details, refer to AI-Search in Smart Assist.

Reporting and Analytics

The following features are being introduced in Sprinklr Service’s Reporting and Analytics module:

Introducing Service Analytics Data Source

We have introduced the Service Analytics Data Source, which will be your go-to Data Source for comprehensive analysis of Sprinklr Service. With this new Data Source, we are bringing the following enhancements to Sprinklr Service Reporting (Currently, it is in beta and available to a limited number of users.):

• Revamped Reports and Introduction of Report Groups: We have revamped the Reports used in Sprinklr Service Reporting and introduced Report Groups, which are collections of related Reports that simplify the process of accessing relevant Metrics and Dimensions when creating a Widget. Refer to Detailed Reports Glossary to view the revamped Reports.

• Ability to Customize Industry-Standard Parameters: We have added the ability to customize the definition of frequently used, industry-standard parameters, such as Handle Time, Service Level, and more. This allows for greater flexibility and precision in performance measurement without creating multiple Custom Metrics. Refer to Service Settings in Reporting for more details.

• Simplified the Widget Creation Process: We have simplified the Widget creation process by introducing a scenario-specific approach. You can now easily select compatible Metrics and Dimensions by choosing Report Groups and Reports. When creating reporting Widgets, the Widget Builder will automatically disable Metrics and Dimensions incompatible with the selected choices.

• Customizable Custom Dimension Display Options in Widgets: You can customize how Custom Dimensions values are displayed in Reporting Widgets using the Dimension Configurator. You can configure how they are displayed, such as whether each data point appears in separate rows or the same row, separated by commas. For Custom Dimensions, you can select if you want to see the snapshot value or the current value. Additionally, you can specify how cells with no data should be displayed.

Create Custom Metrics Using Date Type Custom Fields for Case Assets

When creating Custom Metrics, you can now select Date-type Custom Field for Case assets. This enhancement provides greater flexibility and precision.

Unified Monitoring Dashboard – Monitor Multiple Entities from a Single Interface

The Unified Monitoring Dashboard consolidates Agent, Queue, and team monitoring into a single interface. Supervisors can now manage all aspects of their operation from one screen, reducing the need to switch between different monitoring screens and enabling more informed, real-time decision-making.

New Report to Track and Report on User and Profile Macros

We have introduced the Generic Macro Usage Report to track the adoption of User and Profile Macros. This report is available in both Social Analytics and Service Analytics Data Sources and provides comprehensive insights into Macro usage.

Scheduled Export Now Supports XML Format

The Scheduled Export of Reporting Dashboards now supports XML format. If the dashboard has Multiple Widgets, they will be combined in the same XML file. Please contact support at support@sprinklr.com to access this feature for each Scheduled Export.

Added Dimension to Track Warm Transfers

We have introduced the ‘Call Warm Transferred Successfully’ Dimension to the Voice Agent Performance Report. It provides insights into whether warm transfers were successful or failed and the number of such transfers. This Dimension allows you to filter or identify warm transfers.

Measure Time Spent by Agents Consulting with Other Agents

We have added the ‘Consult Received Talk Time,’ ‘Consult Initiated Talk Time,’ and ‘Total Consult Time’ Metrics to the Agent Voice Performance Report. A consult occurs when two or more agents are on a call while the customer is on hold. These Metrics can be used to analyze the time agents spend consulting with other agents.

New Metrics Added to Voice Report (Customer)

We have added the ‘First Queue Time (Call),’ ‘First Ring Time (Call),’ and ‘Speed of Answer For First Answer’ Metrics to the Voice Report (Customer). These Metrics are essential for calculating the Service Level for a call and providing details on customer wait time.

Added Connection Issue and Occupied Status Options for Filtering

We have added the Connection Issue and Occupied options for filtering using the availability status.

Updated Metric Calculation Where Agent Applies Macro on Case Without Being the Assignee

We have updated how the data is shown for the 'Case Macro Apply Time from Assignment’ Metric (in the Case Macro Usage Report) if a Macro is applied without the Case being assigned to that agent. Earlier, if a Macro was applied without the Case being assigned to an agent or the agent who applied the Macro was different from the assignee, this Metric displayed the time duration between the Case creation and Macro application. Now, we have updated this Metric to display ‘0’ if a Macro is being applied by an agent to whom the Case was not assigned. This update will also apply to historical data.

Workforce Management

The following features are being introduced in Sprinklr Service’s Workforce Management module:

Enhancements to the Shift Creation Process

The Shift creation process now supports flexible start times, allowing shifts to begin anywhere from the Earliest Shift Start Time (ESST) to the Last Shift Start Time (LSST). Additionally, Shifts now support color coding, similar to Activities, which enhances visual organization and makes it easier to distinguish between different Shifts. Furthermore, the Day of the Week input field in the Shift configuration is now configurable at the customer level.

The 'Create Activities' page in the Shift creation process now includes the following additional fields:

• Base Activity

• Activity Duration Increments

• Auto-Position

• Start Increment of Activity

• Priority of Activity.

Enhancements to the Activity Creation Process

The Activity creation process now has an option to assign priority to Activities.

Enhancements to the Schedule Creation Process

The Schedule creation process has been streamlined for user experience. The system will now automatically fetch the Forecast and Staffing details directly from the Master Forecast, streamlining the process. The field to select the Staffing Report has been removed, as this will now be handled automatically by the system. Additionally, workload information will be required for both automatic and manual schedule creation.

Introduction of Shift Patterns

We have introduced the Shift Patterns module, which consists of a Record Manager and the Shift Pattern creation form. Shift Patterns are critical for creating and managing structured weekly shift templates for agents. This practice ensures continuous operations, prevents employee burnout, and balances work-life demands.

Enhancements to Schedule Policy

The following enhancements have been introduced to the Schedule Policy:

• Introduced the ‘Work Contract’ and ‘Assignment’ Schedule Policy types.

• You can now choose the Schedule Policy type earlier in the creation process.

• Added option to select ‘Shift Bag’ or ‘Shift Pattern’ Assignment Types.

• We have also added a column in the Schedule Policy Record Manager that displays the type(s) selected for each Schedule Policy.

Additionally, the ‘User/User Groups’ field has been removed from the Schedule Policy creation process.

Implemented Version History Tracking for Schedules

We have implemented versioning support for Scheduling. This allows Workforce Managers to view previously published versions of Schedules and restore them if needed.

Add or Remove Agents from the Schedule Homepage

You can now add or remove agents directly from the Schedule homepage. Upon adding or removing agents, the Capacity Plan will also be updated in real-time. For more details, refer to How to View a Schedule.

Export Forecast Scenarios

We have added the ability to export Forecast Scenarios and the Master Forecast visualization.

Support for Inline Updates in Forecast Scenarios

We have added the ability to update the Forecast Scenario inline in tabular view and override existing values. When the tabular view for the figures is updated, the visuals will also update, highlighting or differentiating the newly updated portions from the original visual. You can also view recalculated values for Volume, AHT, Abandonment Rate, and Number of Agents based on the updates made to the forecast scenario.

Bulk Update Shifts and Activities

Workforce Managers can now assign or unassign multiple Activities to agents and manage their Shifts without disrupting their existing Schedule. The system automatically detects scheduling conflicts (overlapping Activities) to preserve time off and prevents unintentional scheduling. Refer to bulk updating Activities in a Schedule and bulk updating Shifts in a Schedule for more details.

Add Notes on Agent’s Shifts in Schedules Record Manager

You can now add notes on the Shifts of one or multiple agents from the Schedule Record Manager. This can be used to provide shift-level information to agents after the schedule is created and they reschedule their shifts. The note will be visible to all applicable agents on the agent’s ‘My Schedule’ page.

Added Audit Logs in the Master Schedule

We have added support for audit logs in the Master Schedule view. This allows Workforce Managers to view all changes made to agents' schedules and take necessary actions if required.

Thank you for using Sprinklr Service. The 19.11.1 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at support@sprinklr.com.