Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints.

​Following are the key features included in Sprinklr Service's latest patch.

Supervisor Console 

The following features and enhancements are being introduced in the Supervisor Console module:

New Agents Availability Metrics for Queue Group Monitoring

Two new metrics (Logged On + Activated and Agents Available) are being introduced in the Queue Group Monitoring screen. These metrics will provide supervisors with better visibility into the available agents in a work queue and help them efficiently manage the workload.

The following are the descriptions of the metrics:

• Logged On + Activated: The number of agents who are logged in to Sprinklr and are activated in the Work Queue. These agents are actively a part of the Work Queue and can potentially handle cases.

• Agents Available: The agents who have Consumed Capacity as 0. They can be assigned any type of case based on the queues routing configuration, skills, availability status, and other criteria.

For more information, see the parameters table in the Monitor Queue Groups section.

Quick Filters in Queue Group Monitoring Screen

Quick Filters support has been added to the Queue Group Monitoring screen. Supervisors can create quick filters based on various criteria such as languages, work queue tags, work queues, and more.

These quick filters allow supervisors to identify relevant queue groups quickly and easily for monitoring. Supervisors can also perform actions on the quick filters such as saving, searching, updating, and more.

For more information, see the Quick Filters section in Queue Group Monitoring.

Customize Export Timezone in Agent Monitoring Screen

You can now customize the timezone while exporting the Agent Activity data. You can select your preferred geographic timezone in which you want to create an export. This will ensure that the exported data is in your preferred timezone.

For more information, see the Export Agent Activity section in How to Use Agent Monitoring.

Unified Routing

The following features and enhancements are being introduced in the Unified Routing module:

Queue Property Enhancements

The Work Queue Property Enhancement made improvements to two key properties for better consistency and reliability:

• The Wait Time readable property now returns a default value of 1 minute instead of null when the wait time is less than 30 seconds, ensuring a more predictable output.

• The Position in Queue property is updated to prevent errors when the property is accessed before case is put inside the queue. Instead of throwing an error, the position now shows as "-1", indicating that the rank is not yet available due to the task not being in the queue. For further details on this, see Work Queue Properties.

Outbound Voice & Dialers

The following features and enhancements are being introduced in the Outbound Voice and Dialers module:

Enhanced Skill-Based Routing for Outbound Calls

The Enhanced Skill-Based Routing feature enhanced the skill-based routing system to provide greater flexibility and reduce administrative overhead in managing outbound campaigns and segments. Previously, admins had to create and manage complex composite skill combinations (For example, America_English_A) to route calls to agents with specific skill sets. With this update, admins can simply tag the relevant skills on the campaign/ segment and the system automatically routes the calls to the agents who have all the required skills. These changes streamline the routing process, reduce complexity, and allow campaigns to scale more easily, improving both the efficiency of skill management and the accuracy of agent call assignments. For further details on this, see Enhanced Skill-Based Routing.

Handling of Faulty Records in Lead Ingestion via File

To improve the lead ingestion process via file upload, a new setting, "Handling of Faulty Records in Lead Ingestion via File", is introduced. This setting allows customers to decide how faulty records (such as those containing incomplete quotes) are handled during lead ingestion via uploads. This update ensures better control over the ingestion process, allowing customers to troubleshoot more efficiently, improve data processing accuracy, and avoid operational disruptions caused by unprocessed leads. For further details on this, see Handling of Faulty Records in Lead Ingestion via File.

Care Console 

The following features and enhancements are being introduced in the Care Console module:

Ability to Select Multiple Feedback Options for Smart Response

When an agent selects the Thumbs Down option for a Smart Response, they can now choose multiple feedback options from the displayed feedback list. This detailed feedback will help refine and improve future Smart Response recommendations.

For more information, see the Smart Responses row in the Reply Box Components table.

Tag Customer Username When Quoting Messages

When an agent quotes a customer’s message in the Community channel, the customer's username is now automatically tagged. This ensures easy tracking of the original user who posted the message.

For more information, see the Reply row in the Reply Box Components table.

Tag Customer Username in Replies

When an agent replies to a customer comment from the Care Console in the Community channel, the customer’s username is automatically tagged. This ensures easy tracking of the customer who posted the original message.

For more information, see the Quote row in the Reply Box Components table.

Show Rejection Reason in Message Footer

Supervisors can now specify the reason for rejecting an agent's message. The reason appears in the message footer within the Care Console's conversation pane. This will help agents understand why their message was rejected and improve their responses.

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ACW

The following features and enhancements are being introduced in Sprinklr's ACW module:

Improving the UI of Disposition Plan Builder: Design 

Introducing the following enhancements in Disposition Plan Builder:

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1. Hiding dispositions and sub-dispositions for using them in autowrap: When Enable Auto Wrap Up toggle is enabled for ACW, you have an option to hide all those Disposition  and Sub-Disposition field values that are listed under the Hide option(s) on ACW field. Once hidden these values will not get displayed under the Disposition and Sub-Disposition fields. For more information on this feature, refer Detailed Auto Wrap.

2. Defining autowrap sub-disposition at disposition level: You can define a Sub-Disposition value for each Disposition that is selected. For more information on this feature, refer Detailed Auto Wrap. 

3. Adding visibility conditions in sub-dispositions and dispositions: A visibility condition, that was previously available only for Disposition values, is now available for Sub-Disposition values. If the Sub-Disposition Condition for a value is not met, then it is not displayed in the Sub-Disposition field. For further information on this feature, refer How to Configure a Disposition Plan.

4. The user can distinguish between different type fields: The various fields in Disposition Plan fields are easily distinguishable. For example, the box of the Text Area is bigger in size than the Text Input area, Date field has a date icon, and a Picklist has a dropdown icon. For further information on this feature, refer How to Configure a Disposition Plan.

5. Drag handles to be present in the fields: While editing the Disposition Plan fields, you can move the fields from one position to another using the drag handles (six dots). For further information on this feature, refer How to Configure a Disposition Plan.

Add 'Default Timezone' and 'Include Timezones' in Date Time Fields in Disposition Fields 

The Timezone dropdown in the ACW displays only the time zones selected under the Default Timezone setting, and those included in the Date Time field, when editing the Disposition fields. In the Timezone dropdown, the default and included Timezone values are populated, while the remaining values are either greyed out or not visible. As a user, you can select only the default and included timezone values. 

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Call Control

Call Event Workflow | Introduce Answered Event 

There are few changes made in the Sprinklr’s Call Control module: 

1. A new event, AGENT_ACCEPTED_CALL, is added in the Call Event Workflow IVR for inbound calls that gets triggered when an agent accepts a call.  

2. You can now add an external URL to the Execute Action Node in the IVR. When the node runs, the URL opens in the browser. 

​For additional information, refer Call Event Workflow IVR.

Live Chat

The following features and enhancements are being introduced in the Live Chat module:

Multilingual Support Video Call Transcripts for AWS

You can now access your video call transcripts in multiple languages within the live chat section. With the 20.2.1 update, transcripts will automatically be generated in the live chat locale. This feature is currently available only for AWS integration. To know more, refer to the Video call transcripts article.

Additional Language Support in Live Chat

You can now provide live chat support in three additional languages in live chat:

• Portuguese

• Bulgarian

• English (US)

This enhancement expands our existing support to a total of 55 languages, ensuring more inclusive and effective communication. To know more, refer to the Multi-lingual support in live chat article .

Guided Workflows

The following enhancements is being introduced in the Guided Workflows module:

Confirmation pop-up on change of guided workflow and guided workflow application status

The 20.2.1 release introduces an additional confirmation step when changing the status of a guided Workflow or a guided Workflow application. This new feature introduces a confirmation popup to prevent accidental status changes and minimize operational disruptions.

This enhancement ensures that you do not accidentally change the status of a Guided Workflow, thereby reducing the risk of operational issues. To know more, refer to the How to create a guided workflow article .

Agent Co-Pilot

The following features are being introduced to the Agent Co-pilot module. 

Ask Agent Co-Pilot from Conversation Pane 

Agents can now directly select text from customer messages in the Care Console and search for answers using Agent Co-Pilot. This enhancement streamlines the workflow and improves accuracy in finding relevant information. 

Key Enhancements: 

• Agents can select text from customer messages and choose: 

• Search Using Co-Pilot – Directly triggers the search with the selected text. 

• Edit and Search Using Co-Pilot – Allows agents to modify the text before triggering the search. 

• Search results are generated based on the existing behavior of Co-Pilot. 

• New event tracking captures "Copy to Co-Pilot" and "Ask from Co-Pilot" actions, including case number and user ID. 

Benefits: 

• Reduces the number of steps needed to search for a customer message. 

• Improves user experience with a more intuitive workflow. 

• Enhances answer accuracy with precise prompts. 

Expanded Language Support for Broader Accessibility 

Agent Co-Pilot now offers expanded support in multiple languages, aligning with the available language models of the provider. 

Key Enhancements: 

• The Co-Pilot widget will display in the UI language selected by the user. 

• Inputs and outputs will align with the user’s selected language where possible. 

• All UI elements, including buttons, placeholders, and response cards, will reflect the selected language. 

• The text box typing direction will follow language-specific guidelines. 

• Training data availability determines whether answers are generated in the user-input language. 

Supported Languages till 20.2 Release: 

• English 

• Arabic 

• German 

• Spanish 

• Italian 

• French 

Benefits: 

• Enhances accessibility for global users. 

• Ensures a localized experience for agents. 

• Supports multilingual customer engagement with improved response accuracy. 

Reporting and Analytics

Notification for Status of Translation File Upload

You will now receive a platform notification after importing translations. If successful, it will confirm the upload, while a failure will prompt a link to download the error Excel file. The notification is sent to the user performing the import action.

Knowledge Base

Support for Country and Language Labels Translation to User's Platform Language

The labels for the country and list of languages will now be translated and displayed in the user-selected platform language. Localized labels will appear on the article card, article overview pane, and country and language selector/filter.

The following languages are supported for the translation:

• Dutch

• English (US)

• English (UK)

• French (France)

• German

• Italian

• Spanish (Spain)

• Portuguese (Brazil)

• Portuguese (Portugal)

• Japanese

• Korean

• Turkish

• Thai

Control Visibility of Community Elements Based on Custom Fields Values

We have introduced the functionality to control the visibility of Community elements based on relevant Custom Field values. These enhancements enable more precise control over content displayed to users, ensuring that only the most relevant information is shown according to the specified criteria.

Workforce Management

Added Support to Bulk Import Shifts and Activities

We have added the ability to import Shifts and Activities in bulk to Sprinklr Workforce Management (WFM). This can be done by filling in the details in Excel files using the pre-configured format and then uploading them to the platform. This feature is particularly helpful for customers onboarded to Sprinklr WFM with many pre-existing Shifts and Activities.

Enhanced Tooltip Display in the Tabular Visualization of Forecast Scenarios

We have added the functionality to apply aggregate functions (Sum, Mean, Maximum) to each column in the tabular visualization of Forecast Scenarios. This enhancement will benefit Workforce Managers by providing them with a more comprehensive and efficient way to analyze and interpret data, enabling better decision-making and resource allocation.

Added Support for Validation Checks While Importing Forecast Scenarios

While importing Forecast Scenarios, we have added support for validations to streamline the import process. For example, if an import file contains empty rows for all columns, skip the entire row in such cases and allow the file to parse and create a successful forecast report. Error codes for the imported Forecast Scenarios will either be displayed on the UI while uploading the import file, or there will be a link to download a file with the detected errors.

Thank you for using Sprinklr Service. The 20.2.1 patch 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.