We are excited to announce Sprinklr Service’s 19.8.1 Patch release, designed to enhance your customer experience management capabilities. This release includes a range of new features and improvements that will help you deliver more efficient and effective service to your customers. Below, you will find a detailed overview of the key updates and enhancements included in the 19.8.1 Patch release.

Quality Management

The following features are introduced to Sprinklr Service’s Quality Management module for improved experience and efficiency:

Proportionate Scoring Feature

The Proportionate Scoring feature is now accessible within the Action block, enabling you to refine their scoring strategies effectively. This enhancement allows you to make more adjustments to scoring criteria and streamlining the decision-making process.

When you click on Proportionate Scoring field, the following three options are displayed:

1. Adjust Score Type: A single select picklist with the following options:

   1. Increase (Default value; Mandatory)

   2. Decrease

2. Filter Messages Matching the Scoring Criteria (Numerator): You can apply all message-level conditions to filter messages based on the numerator. This field is mandatory.

3. Filter Messages Matching the Candidate Set (Denominator): You can also apply all message-level conditions to filter messages based on the denominator. This field is mandatory.

Maximum Messages Percentage

The Maximum Messages Percentage field is accessible in the Select Field options when you apply conditions on messages through the following actions:

1. Send message(s) returned/matched by the specified conditions to the AI model.

2. Store insights only from messages returned/matched by the specified conditions.

3. Interaction contains message(s) matching the specified conditions.

Maximum Interaction Handling Time Percentage

The Maximum Interaction Handling Time Percentage field is accessible in the Select Field options during the initial application of conditions on messages (level-0) within an action/condition block using the following options:

1. Send message(s) returned/matched by the specified conditions to the AI model.

2. Store insights only from messages returned/matched by the specified conditions.

3. Interact with message(s) matching the specified conditions.

Item Based Re-evaluation

This feature gives support for checklist item dropdown in Re-evaluate field. On the Re-evaluate field, all the options for the selected Audit Checklist appear as a dropdown checklist items, where you can either select items or select all the items appearing on the dropdown checklist. Then re-evaluation occurs based on the selected items of the checklist.

Filter Conversation to Select Messages Matched by the Below Conditions

You get an option to select Retain messages matched by the conditions or Exclude messages matched by the
conditions from a dropdown list.

• Retain messages matched by the conditions: Only the messages matching the conditions set below this option are filtered and considered.

• Exclude messages matched by the conditions: Messages matching the conditions set below
  this option are excluded and the rest of the conversation is considered.

Unified Routing

The following features are introduced to Sprinklr Service’s Unified Routing module for improved experience and efficiency:

Percentage Based Routing

The Percentage-Based Routing feature allows administrators to distribute cases among user groups based on predefined percentage ratios. This ensures proportional case assignment, improving load balancing and preventing
overburdened or underutilized teams.

Conversational Analytics

The following features are introduced to Sprinklr Service’s Conversation Analytics module for improved experience and efficiency:

Download Discovery Report

The Download Discovery Report feature gives the user an option that now they can download the Discovery Run as an excel file.

Create Contact Driver Model from Discovery

The Create Contact Driver Model from Discovery feature allows the user to now import the Contact Driver list directly from Discovery.

Conversational AI

The following features are introduced in Sprinklr Service’s Conversational AI module for improved experience and efficiency:

Ability to Select and Delete Multiple Dialog Trees

The 19.8.1 Patch release introduces the capability to select and delete multiple dialog trees simultaneously within conversational AI applications. A new validation mechanism has been implemented to prevent accidental deletion of currently deployed dialog trees. If you attempt to delete a deployed dialog tree, a validation error will be displayed, blocking the action.

Use Case and Benefit

• You can now take action on dialog trees more efficiently using multi select and delete thus working more efficiently.

• The validation error enhances safety by ensuring that deployed dialog trees are not accidentally deleted, thereby preventing potential disruptions in active conversations. 

Support for Intent Name and Expressions Download

You can now download intent expressions with a single click using the new Download Expressions button. This feature allows for the quick and easy retrieval of all intent information, including intent IDs and expressions, packaged in a convenient zipped file.  
Use Case and Benefit

• This enhancement streamlines the process of accessing and utilizing intent data, saving you time and improving efficiency. 

Debug Log Enhancements

You can now debug cases and perform case analysis based on the node type in addition to the existing dialog tree filtering. Until now you could only use the Dialog tree filter on your cases to focus on the dialog tree flow. This enhancement allows for more precise debugging by enabling you to include or exclude specific nodes within multiple dialogue trees.
Use Case and Benefit

• This improvement significantly streamlines the debugging process, especially when managing extensive dialogue trees. It enhances efficiency and accuracy, making it easier to identify and resolve issues.

Agent Assist: Copilot

The following features are introduced in Sprinklr Service’s Agent Assist module for improved experience and efficiency:

Agent Copilot Reporting

This enhancement now enables you to measure adoption and engagement levels of the Agent Copilot feature by introducing new reporting metrics and dimensions to understand how your agents leverage copilot. You can now create visualizations using metrics and dimensions like Number of queries asked by user, Number of cases with copilot enabled, User query, Conversation message, and Citation type.

Use Case and Benefit

• This reporting can be utilized by admins and supervisors to monitor usage and engagement levels of the Agent Copilot feature.

• You can measure copilot’s impact by comparing Average Handling Time (AHT) and CSAT of agents using the copilot versus those not using it. 

Highlight Cited Message in the Case/Knowledge Base

This enhancement enables you to efficiently search for answers to customer queries from the brand’s Knowledge Base articles and historical cases. Agents can input customer queries into the copilot, which then searches the brand’s Knowledge Base articles and historical cases for relevant answers. Upon finding an answer, the copilot provides a citation of the source, allowing agents to verify the information. If the answer is sourced from a historical case, the specific message from that case will be highlighted for clarity.

Use Case and Benefit

• By utilizing this feature, agents can quickly access accurate information, enhancing response times and improving customer satisfaction.

Read Data from External Systems with Agent Copilot

This feature enables you and your agents to fetch information from external CRMs using Agent Copilot. Agents can request data in natural language and receive comprehensive information about customers without any manual searches.

Use Case and Benefit

• This functionality allows your agents to access relevant customer information quickly, improving response times. 

Give Feedback on Copilot Response 

You can now provide feedback on the responses generated by the agent copilot, allowing for continuous improvement in response quality.

Use Case and Benefit

By facilitating agent feedback, we collect valuable insights that allow administrators to review and assess the quality of Copilot’s responses. This process ensures a thorough evaluation of performance, providing opportunities for continuous improvement and maintaining high standards of service.

Messaging

The following features are introduced in Sprinklr Service's Messaging module for improved experience and efficiency:

Support for Hero Card & Adaptive Card in MS Teams

We have introduced support for two new omnichannel templates in Microsoft Teams:

1. Hero Card

2. Adaptive Card.

You can now create and customize these templates directly within the Digital Asset Manager, enhancing the overall user experience on Teams. For more details, refer to the MS Teams – Card Templates.

Use Case/Benefit

This enhancement allows for richer, more interactive content delivery, improving user engagement and satisfaction.

Live Chat

The following features are introduced in Sprinklr Service's Live Chat module for improved experience and efficiency:

Ability to make  the actions upfront of the live chat widget

These enhancements to the live chat interface, make the live chat actions more accessible, by displaying them upfront instead of the list of options. Now you have the option of performing chat actions such as maximizing, clearing sessions, closing, deleting conversations and more upfront instead of relying on the hidden menu. 

Use Case/Benefit

• By reducing the number of clicks required to perform essential actions, this enhancement improves user efficiency and chat management process. 

In the 19.8.1 Patch release, we have updated our documentation to clarify the supported browsers for Live Chat. This includes deprecating support for older browsers and emphasizing that only specific browsers will be officially supported for optimal performance. For more details, refer to Live Chat System Requirements.

​​Email

The following features are introduced in Sprinklr Service's Email module for improved experience and efficiency:

Attachment Search Capability

This feature enables you to search for case keywords within the attachments of cases. Now you can utilize the universal search bar to locate cases containing the required keyword, even if the keyword is only included in the attachment and not in the main body of the case.

Use Case/Benefit

• This enhancement significantly improves the efficiency of case search and retrieval, allowing you and your agents to quickly locate relevant information.

Guided Workflows

The following features are introduced in Sprinklr Service's Guided Worklows module for improved experience and efficiency:

Ability to Summarize, Generate, and Debug Groovy Code using Sprinklr AI+ 

We have introduced enhanced functionalities for creating custom codes within guided workflow nodes. You can now summarize existing code, generate new Groovy code, and debug code seamlessly using the Sprinklr AI Code Generator for every node that supports custom code.

Use Case/Benefit: The Groovy scripting capability within guided workflows empowers brands to address complex use cases effectively. Additionally, the AI-based Groovy generator allows users to write Groovy scripts seamlessly by providing simple prompts, significantly reducing the time spent on writing and debugging code.

Rich Text Input in Guided Workflows 

You can now utilize the Rich Text input feature in guided workflows, enabling advanced text formatting capabilities. This enhancement ensures that formatting is preserved across all workflow nodes, allowing you to include bold, italics, underlined text, and other styles that enhance visual appeal and readability. Additionally, it supports hyperlinks, lists, and custom text styles and sizes, providing a more robust way to present information.

Use Case/Benefit: This feature significantly improves your ability to compose well-formatted emails directly within the workflow. Previously, you may have needed to switch to external tools to achieve proper formatting, which was time-consuming and inefficient. Now, with the Rich Text Editor, you can create emails with precise formatting that retains its appearance when sent out, eliminating the need for external tools. This seamless integration streamlines your communication process, enhancing both efficiency and professionalism.

Smart Assist Integration 

With the 19.8.1 release, the Smart Assist feature can now be accessed through guided workflows embedded within the guided workflow widget in the third pane. This enhancement enables you to click a button within the guided workflow to seamlessly open recommended KB articles for the case in the third pane through a transition action. Upon closing the third pane, users are smoothly transitioned back to the guided workflow screen, resuming their progress without disruption. 

Use Case/Benefit: This update significantly improves agent efficiency by consolidating resources within the workflow. Agents can review multiple KB articles without disrupting their workflow, as the system preserves all data and ensures continuity. After closing the Smart Assist pane, agents can seamlessly return to their previous tasks, supported by a configurable transition message (for example “Opening Smart Assist”). Additionally, the system tracks the IDs of accessed KB articles, enabling detailed analysis of resource utilization and enhancing overall workflow management.

Guided Workflow Auto-Restart Feature

This 19.8.1 enhancement you will have the ability to automatically restart/render Guided workflows in the Guided Workflow widget when specific custom fields at the case level are updated. Previously, you could only auto-restart(execute) workflows by manually triggering them within certain widgets. This update allows for greater flexibility and responsiveness to changes in case data. 

Use Case/Benefit

• Ease of Use: This enhancement can help agents reduce the number of clicks and efforts involved in manually re-starting workflows by accommodating automation.

• Enhanced User Control: You can now define which custom fields will trigger a restart of the Guided workflows, providing tailored workflow management.

Inline Editing in Record Tables Component 

We have introduced an enhancement to the current record table component in Guided Workflow, allowing you to edit entity data directly within the table. You can now modify existing data without the need to select rows or navigate through multiple screens. The updated data is saved back to the corresponding entity, streamlining the editing process. 

Use Case/Benefit

This feature simplifies the user experience by reducing the complexity of the setup process and eliminating the need for multiple screens. You can now perform inline edits efficiently, leading to improved productivity and a more efficient interaction with the data.

Journey Facilitator 

The following features are introduced in Sprinklr Service's Journey Facilitator module for improved experience and efficiency:

Testing Trigger-Based Journey on Single Profiles

This testing feature allows you to evaluate a trigger-based journey on a single profile with variable testing parameters to simulate different scenarios after it has been created and deployed. This functionality ensures that the journey operates as intended before it goes live, enabling you to conduct tests directly without the need for cloning journeys or creating separate testing profiles.

Use Case/Benefit

• Increased Flexibility in Testing: Facilitates testing for different scenarios through dynamic testing variables. Ensures pro-active handling of unexpected scenarios in a more efficient manner.

• Simplifies Large Customer Journeys: Facilitates randomized tests during the journey-building process, ensuring accuracy and ease of tracking configurations.

For more details, refer to Testing Journey on Single Profile.

Profile List Based Journey Trigger

This feature introduces the ability to trigger journeys based on workspace profile lists specifically within the Journey Facilitator. Users can now utilize Workspace Profile Lists additionally to initiate journeys, enhancing flexibility in audience targeting. The process involves creating a workspace profile list, adding profiles, to the list  and configuring journeys  to be triggered on these lists. 
Use Case/Benefit

• Increased Flexibility: The ability to use both Global and Workspace Profile Lists allows for more tailored marketing strategies.

For more details, refer to Profile List Based Journey Trigger.

Inbound Voice

The following updates have been introduced in the Inbound Voice module to enhance overall efficiency and performance:

Voice Debug Console Fixes and Enhancements V7

This update brings several improvements to the Voice Debug Console, enhancing its functionality and user experience. 

1. WebRTC Snapshots: Snapshots are now taken at 2s, 5s, and 10s intervals, and subsequently every 10s. This helps in better monitoring and troubleshooting of voice calls.

2. Connection Statistics Charts: Added charts to visualize connection statistics, making it easier to compare and analyze data.

3. Channel Widgets: New widgets have been introduced to provide more detailed insights into channel performance.

4. Improved Jitter Calculation: The method for calculating packets/bitrate jitter has been fixed to provide more accurate data.

5. Default Voice Debug Console: The console is now enabled by default for all voice partners, ensuring everyone benefits from these enhancements.

6. Standard Reporting Widget: A new widget in the reporting database allows sorting by MOS score, packet loss, and other metrics.

7. Device and Browser Information: The widget now also displays the device and browser used during the conversation, providing more context for analysis. 

Disable Queues with No Available Agents in Transfer and Conference Lists

This feature prevents calls from being directed to queues with no available agents, reducing wait times and
improving call management.

• Control Location: Persona App Manager

• Label: Disable 0 Available Agents Queue Selection in Transfer/Conference

• Type: Checkbox

• Behavior: Queues with no available agents are disabled in the dropdown list, and a tooltip indicates “No agent is available in this queue.”

Disable On-Call Agents in Transfer and Conference Lists

This feature ensures that only available agents are listed for transfers and conferences, preventing unnecessary delays.

• Control Location: Persona App Manager 

• Label: Disable On-Call Agent Selection in Transfer/Conference 

• Type: Checkbox 

• Behavior: Agents on inbound or outbound calls are disabled in the dropdown list, with a call icon and tooltip indicating their current state.  

Updated “Auto Answer Ringtone URL” Label

The label for “Auto Answer Ringtone URL” has been updated to “Call Connect Beep Sound URL” for better
understanding. 

• Current Label: Auto Answer Ringtone URL 

• Updated Label: Call Connect Beep Sound URL 

• Updated Placeholder Message: Enter Call Connect Beep Sound URL 

PCI Masking in Speech Input

This feature ensures that speech input for PCI details is secured, providing an alternative for callers who cannot use Dual Tone Multi-Frequency (DTMF). 

Call Controls: Customer Drop Indicator

An indicator has been added to the call control bar to show when a customer drops from a call with multiple
participants. 

Behavior:

1. A “Customer left the call” snackbar is shown and remains until manually dismissed.

2. An indicator in call controls shows that the customer has left the call.

Outbound Voice

The following features are introduced to Sprinklr Service’s Outbound Voice module for improved experience and efficiency:

Inline creation of Dialler profile in different module

In campaign creation, journey facilitator, and override segment configuration, you can now create, edit, or clone the Dialler directly through inline functionality, enhancing the efficiency of the campaign management process.

Additional SIP Header Configuration for Outbound Calls

The SIP Header feature lets you add multiple SIP headers to dialler profiles for certain campaigns, like callback campaigns. You can now include a "Privacy=id" SIP header to keep caller information private for these campaigns. The current SIP header settings stay the same, but this option gives you more control over managing headers for outbound calls.

When this feature is enabled, customers can see "Anonymous" on their caller ID, and the phone number gets hidden.

Addition of permissions for Manage segment Configuration options

Previously, users with "Manage" permissions under segment in Sprinklr voice had access to all four options: Rechurn, Re Open, Close, and Configure Attempts. Now, due to compliance requirements, each of these options are assigned separate permissions to ensure more granular control.

Send email notification to user in case of file Ingestion

You can now send automated emails to designated recipients when a file ingestion occurs through the FTP data connector. This notification system keeps relevant stakeholders informed in real-time.

Ability to override the attempts in segment override config

In the segment override module, you can now override daily and weekly attempts. Previously, there were no option to customize these limits within the segment override.

Retry Triggering Despite Call Completion - Progressive Agent First Dialler

This enhancement is added in the retry workflow to resolve an issue where calls were being rescheduled before officially getting ended. If the configuration is added, the system now checks for an end-of-conversation webhook within a defined threshold before scheduling a retry. If the conversation has ended within the timeframe where system checks, unnecessary retries are prevented; if no webhook is received within the threshold, the system proceeds with the retry as per the existing retry flow.

IVR

The following updates have been introduced in the IVR module to enhance overall efficiency and performance.

Updated Survey IVR Label in Persona App Manager

The label for the Survey IVR has been updated for improved clarity and functionality. 

• Previous Label: Survey IVR Process for Outbound Calls

• Updated Label: After Call IVR Survey

• Updated Placeholder Message: Select Survey IVR

IVR: Assign Agent Node Changes for Compliance and Recordings

This update removes restrictions on enabling transcripts and compliance policies when recording is disabled. 

Behavior:

1. By default, the toggle is enabled when the page is opened.

2. If recording is disabled, transcripts are also disabled but can be re-enabled by the user.

3. The compliance policy field is shown regardless of recording or transcript status. 

Call Event IVR - Identify Disconnected User

This feature allows the IVR to identify when an agent disconnects from a call, setting the user to unavailable. 

• Use Case: Set the agent as unavailable when the call ends or the agent drops. 

• Requirement: Add call events for offer disconnection, reject, missed in the CALL_EVENT_TYPE field:

  • OFFER_REJECTED (“Offer Rejected”)

  • OFFER_FAILED (“Offer Failed”)

  • OFFER_CANCELED (“Offer Canceled”)

  • OFFER_MISSED (“Offer Missed”)

  • AGENT_DISCONNECTED (“Agent Disconnected”)

Knowledge Base 

The following features are introduced in Sprinklr Service’s Knowledge Base module for improved experience and efficiency:

Retain the History of Opened Articles Across Different Cases 

Agents can now view multiple articles across different Cases while retaining the history of open articles and hyperlinks. This means you can read an article, follow a link to a new article in a different browser tab, and return to the case to find the original article in its previously viewed state. Such context retention can be done for a maximum of 5 parallel Cases. 

Search Articles from the Agent Homepage

Agents in their spare time or during training can now refer to articles outside of the Care Console in the Agent Homepage (only available in persona view). You can use filters to navigate through articles and view them across different languages and regional variants if needed. Articles can be marked as favorites, allowing you to easily return to them even when you are not working on a case.

This enables you to reflect on the resolution or learn more about the topic for future use. This feature enhances agents’ efficiency by reducing trial and error when searching for specific Knowledge Base articles.

Utilize Community Post Thread to Create Draft Articles Using AI Prompt 

Knowledge Managers can now turn Community post threads into articles using generative AI. The system takes complete conversation threads from community posts and converts them into clear text. This text is then used to create articles in the desired format. 

Transparency in Article Status During the Approval Process

Both approvers and authors should be able to view the intended approval status of the articles under review. 

Manual Search Query Reporting for AI-Based Searches

With manual search query reporting for AI-based searches in Agent Assist, Knowledge Managers can better understand the search trends of the AI-powered search of Smart Assist and make informed decisions about article usefulness and search frequency. The reporting capabilities include support for filtering, sorting, channel-specific filtering, and a variety of visualization options. 

Automatic Indexing of New Sub-Categories Created After Training the Comprehend Model 

We have added support for:

• Indexing of articles in the entire hierarchy of the specified folder and not just the articles directly within it.

• Automatic indexing of any new sub-categories created in the category-specific Comprehend Models. 

Supervisor Console

The following features are introduced in Sprinklr Service’s Supervisor Console module for improved experience and efficiency:

Bulk Update Agent Activation Status from Live Monitoring Screen

Supervisors can now update the activation status of multiple agents directly from the Live Monitoring Screens, such as Agent Monitoring and Queue Monitoring screens.

Macro Functionality Added for Supervisors to End Agents’ ACW 

Supervisors can now use a "Timeout ACW Macro” to end agents' After-call work (ACW) sessions and move them back to available status. This feature helps streamline high-traffic sessions and boost agents’ productivity. 

Time in Current State Alert 

The Time in Current State Alerts feature provides real-time visibility into agents' current states, such as On Call, After Call Work (ACW), On Hold, or Idle. Administrators will receive real-time notifications when an agent’s status requires attention, allowing them to manage teams more effectively and ensure workflow adherence. Agents can also benefit from these alerts, using them for self-monitoring to stay aligned with performance standards.  

Workforce Management

The following features are introduced in Sprinklr Service’s Workforce Management (WFM) module for improved experience and efficiency: 

Time in Current State Alerts

The Time in Current State Alerts provides real-time visibility into agents' current states, such as On Call, After Call Work (ACW), On Hold, or Idle. Administrators will receive real-time notifications when an agent’s status requires attention, allowing them to manage teams more effectively and ensure workflow adherence. Agents also benefit from these alerts by using them for self-monitoring to stay aligned with performance standards.  

Column Manager in Scheduling Record Manager and Master Schedule

We have introduced enhanced column management capabilities in the Scheduling and Master Schedule pages for greater flexibility and control over how you view and interact with Scheduling data. Columns can be added, removed, or rearranged based on individual preferences or team requirements. You can also freeze/unfreeze specific columns within the Master Schedule, which allows key columns to remain visible while scrolling, improving the ease of managing Schedules for large teams. 

Compact/Month View for Scheduling and Master Schedule Record Managers 

We have introduced Compact View and Month View display options in the Scheduling and Master Schedule Record Managers for improved convenience in viewing and managing Schedules. These enhancements provide more customizable viewing options, improving overall efficiency and flexibility in Scheduling. 

Compact View streamlines the schedule layout to simplify navigation and management of large Schedules. It allows more agents to be displayed on the same screen, making it easier to view and manage multiple schedules simultaneously. Month View enables Workforce Managers to view the Schedules of agents in a monthly format, providing a broader perspective on workforce allocation over longer periods. By selecting the start and end dates on the Scheduling Record Manager, you can toggle between weekly and monthly views, enabling Workforce Managers to better visualize trends and agent availability.  

Enhancements to the Workload Creation Process

The following enhancements have been added to the Workload creation process:

• Added support for Business Hours.

• Added support to select a parameter more than once with different Reporting Metrics and associated Filters and Values.

• Added Shrinkage and Occupancy parameters.

• Added support for Staffing Preset.

• Added support for Tags in Workloads for filtering.

• Added support for unique Workload Codes. 

• Added support for channel types, such as Voice Calls, Live Chat, and more.

• Removed the Data Source section from the Workload creation form.

Unified Data Connector 

The following features are introduced in Sprinklr Service’s Unified Data Connector module for improved experience and efficiency:

Ability to Schedule Data Connector Runs

You can schedule the time when your connector will run so that you can optimize and plan the Entity migration. 

Use Case

• For recurring connector, you can create a section in the notification and the sharing screen to schedule connector runs.

• You can include the following sections in the Scheduling field:

  • Start and End Time:

    • Include the start and the end time.

    • End date and time are optional, after which the job stops running. 

• Day Window Selection (optional):

  • Time windows to run the connector for each day of the week.

  • Start time of the day.

  • End time of day.

  • Option to add multiple time frames for a single day. 

Comprehensive Audit History for Data Connector Operations

You can now have a comprehensive audit history for all operations that are performed by the data connector, whether they are recurring or non-recurring connectors.

Key Benefits

• Monitor and track the performance.

• Create or update entities in case of success.

• Track any failure that occurs during data operations.

• Ensures data integrity.

• Allows troubleshooting and optimization of data connector processes.

After Call Work (ACW)

The following features are introduced in Sprinklr Service’s After Call Work (ACW) module for improved experience and efficiency:

Confirmation Modal Confirms the Changes

Auto Wrap is a functionality of After Call Work (ACW). Once the call is over, the agent gets some time, for example 30 seconds, to fill the ACW. However, if the time runs out, the pre-defined values in Auto Wrap prevail. These pre-defined values are filled under the Disposition field for the customer. If the Auto Wrap gets disabled accidently, it leads to many unwanted configuration changes.

In this release, as a solution to this problem, we have implemented a Confirmation Modal when the agent is saving any change in the ACW settings. If the Auto Wrap Up was Disabled initially, and is Enabled now, it will show up here in the Confirmation Modal.

Supervisor Can End Agent’s ACW

When the call volume is high, and the agent is working on After Call Work (ACW), the Supervisor can end the agent’s ACW and apply a macro, Time out ACW, on the agent from the Agent Monitoring Screen to get the agent back to productive state. This way all the customers will be attended to, and the agents will be utilized to full capacity.

The following actions will take place when this Macro is used:

1. Agent’s capacity will get cleared.

2. All assigned ACWs will get timed out.

3. The case with ACW will be moved to pending ACW.

Call Control

The following features are introduced in Sprinklr Service’s Call Control module for improved experience and efficiency:

Region field added in Voice Account for SignalWire

The Region support field in the Voice Account for SignalWire reduces the connectivity time between agents and the customer. The Region field displays the server that gets picked for a conference call that takes place between agents and the customer. If Region has America listed in this field, and the contact centre is in America itself, the server from this region gets picked up. This way the connectivity is faster. However, if the contact centre is in Europe region, and the name of the server differs In the Region field, then the time taken to initiate a conference increases.

Enabling DP establishes Nailed Up Connection

Using the Nailed Up Connection feature, when a call is initiated between the agent and the customer, the agent stays at its designated space when the call gets over, while different customers come and go, resulting in new user cases. This improves network stability, as well as decreases the network connection time. This feature is Dynamic Property (DP) enabled at the background. Once enabled, the Nailed Up Connection can be established automatically as soon as the Supervisor changes the state of the agent from an unproductive to a productive state.

Disable on-call Agents

Using Disable on-call Agents in the Persona App Manager, users can disable the on-call agents from appearing in the agent-to-agent transfer list, and the conference list. This happens in cases where the call volume is high, and there is no agent available. This feature ensures that only available agents are listed for transfers and conferences. Disabling the transfer provides proper allocation of resources, prevents escalations, provides good time management, and improves your company's brand value.

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Disable Queues

The Disable Queues feature provides an improvement where you can disable queues from the transfer, and the conference list. It can be controlled in the Persona App Manager. This is done in cases where there are no agents present in the queue to take the call. This ensures efficient routing of calls, reducing wait times and escalations, Improving call management and operational efficiency.

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Thank you for using Sprinklr Service. The 19.8.1 Patch 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.

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