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.

Here are the key features included in Sprinklr Service's latest release.

Quality Management

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

Enhanced QM Assignment Visibility in Engagement Dashboard

We’ve improved the visibility of QM assignment evaluations in the Engagement Dashboard, allowing users to view cases assigned through the Work Queue. Previously, cases assigned for QM evaluation were not easily accessible for actions like unassigning or removing from the Work Queue. With this update, users can now view cases pending QM assignment under the "Customers Waiting" column in the Work Queue. Additionally, a new column type for QM Task Associated Cases has been added in Case Management, exposing custom properties for easy tracking. When a rule is selected for QM task assignment, the corresponding rule will be executed, ensuring that cases in progress are accurately tracked in the Engagement Dashboard. For more details, see Enable QM Evaluation Visibility in Work Queue Through Engagement Dashboard and Track QM Cases Assigned through Workqueues.

Ability to export audit scorecard from audit results view

Users have an export option directly from the Audit Card for single evaluations, simplifying the process and reducing dependencies on manual updates. The export functionality is available for audits created using Case and User checklists and allows users with appropriate export permissions to download results in both CSV and Excel formats. The permission to control the export will be defined at the checklist level for each Evaluation Type, offering more granular control over data handling.

Add support to play Voice and Screen Recording in sync in Case Analytics view

Screen Recording in Quality Management now enables users to view screen recordings and voice audio in sync, offering a comprehensive experience while analyzing cases. Users can generate screen recordings for cases where they are available, and based on the use case, they can combine both screen and video recordings on demand for an enhanced experience. When a screen recording is played, it opens in a pop-up window, allowing users to interact with it seamlessly. For more details, see Screen Recording.

Enhanced Communication in Coaching Sessions with Comment Section

We have introduced a new Comment section to enable Supervisors, Coaches, and Trainees to communicate directly within a coaching session. This allows you to engage with peers and coaches outside of the Agenda and Coaching Notes. You can mention individuals or user groups who are part of the session, and messages can be set to either Everyone or Only visible to the mentioned Users and Groups, with visibility controlled accordingly. For more details, see Coaching Comments Section.

AI-led Language Expansion for AI Scoring

We have expanded the language base for AI Scoring to process Polish, Danish, Malayalam, Thai, Brazilian Portuguese, Catalan, Basque and Galician.

Agent Nudge

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

Reporting on Smart Script Scoring

This feature improves Smart Scripts by adding real-time scoring reporting. It allows businesses to track the scores generated or achieved for each script where real-time scoring is activated, offering valuable insights into both agent performance and the effectiveness of the scripts. By capturing and analyzing these scores, organizations can fine-tune their workflows, enhance agent guidance, and achieve better results through the use of up-to-date data. For more details, see Smart Script Reporting.

Pre-Nudge Rule Execution for Specific Channel

This feature improves the Nudge Plugin by adding a configuration option within the Nudge Configurator. This option enables partners to set up a list of rules that must be executed prior to applying any Nudge Rules. For more details, see Pre Nudge Rule Execution for Specific Channel.

​Unified Routing

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

Improve Filter Usability in Unified Routing Agent Overview

With the improved filter usability, you can use filters on the Agents page to filter agents based on relevant criteria such as user, call handling, dynamic group, skills, user groups, and user attributes. Additionally, a Select All functionality allows you to tick the box against a user's name to select all agents, enabling bulk actions. You can also deselect specific agents as needed. For more details, see Note.

Active Stickiness Case Limit in Capacity Profile

A new Active Stickiness Case Limit field has been introduced in the capacity profile to limit the number of cases of any type (regardless of channel) assigned to an agent at once. Clients using Automation Engine can now set separate limits for fair and sticky case assignments, improving case distribution and ensuring balanced workloads. For Unified Routing clients, this new feature provides the ability to prevent sticky cases from being assigned beyond capacity during the active conversation timeout window, which previously occurred without limits. This update enhances agent workload management by offering more control over case assignments and preventing overloads. For more details, see Creating Capacity Configuration.​

Optimizing Case Assignment by Reassigning Case in Holding Queue

In-order to avoid case lingering in the holding queue, an action is created in the logout rule to remove cases from the holding queue when an agent transitions to specific unproductive statuses. Additionally, a check is implemented to clear the holding queue of agents when they shift into these unproductive statuses, ensuring that cases are redirected to the work queue for fair assignment without unnecessary delays. An action in the logout rule allows cases to get
removed from the holding queue when an agent enters a specific status. By selecting Is Logout Actions Via Status Change, cases are automatically sent back to the work queue instead of remaining in the agent’s holding queue, ensuring faster reassignment and preventing delays. For more details, see Optimizing Case Assignment by Reassigning Case in Holding Queue.

Improved Access to Configuration Previews via Hyperlinks

We have enhanced the user experience by adding hyperlinks to modules like Business Hours, ACW, and Capacity Configuration, which are used across other modules such as Unified Routing Queues, IVR, and Campaign Creation. With this enhancement, you can now easily preview and edit the configurations directly from the relevant module. For example, when configuring queues in Unified Routing and selecting Business Hours, you can view the associated configuration details without leaving the current screen, streamlining the process and improving workflow efficiency. For more details, see Assigning Agent Capacity.

Live Chat

The following features are being introduced in Sprinklr Service’s Live Chat module:

Introducing the deflection builder in Sprinklr live chat

You can now use the Live Chat deflection builder to create and manage channel deflection links, redirecting users from social channels to live chat channels using link assets. Using the Sprinklr deflection builder, users can be redirected to either the brand’s website with an iframe live chat or a custom page with a full-page live chat application hosted on a Sprinklr-owned domain.

Previously, brands needed to submit a support ticket and depend on Sprinklr Support to configure deflection, which typically took 1-2 weeks. However, with the introduction of the deflection builder, brands can now independently create and customize deflection links, enabling them to self-serve efficiently. For more details, refer to Configuration Steps section of Deflection in live chat.

Rich text support in live chat

You can now paste rich text content (including formatting such as bold, italic, underline, strikethrough, and lists) in your live chat conversations. This enhancement improves user engagement and interaction by allowing rich text content in your live chat conversations.

Guided Workflow

The following features are being introduced in Sprinklr Service’s Guided Workflow module:

Introducing dynamic subject line in Send SMS/Email/WhatsApp node

You can now use dynamic content in the Subject field of the Send SMS/Email/WhatsApp node within guided workflows to create a more personalized customer experience. By selecting variables from the resource selector, you can combine static content with dynamic data, enhancing the overall user experience.

This enhancement makes it significantly easier to include dynamic content in email subjects, thereby personalizing and scaling your communications. For more details, refer to the Perform System Actions inside Guided Workflow article. ​

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Enhanced messaging integration with external websites

You can now facilitate seamless communication and data transmission to external websites while executing a guided workflow. This enhancement supports the transmission of predefined messages to external websites, including key events such as file uploads, form submissions, and workflow completions.

This feature significantly enhances the integration capabilities of the Guided Workflow, enabling external websites to receive real-time notifications and data updates throughout the workflow process. For more details, refer to the Perform System Actions inside Guided Workflow article .

Ability to enter dynamic country code

You can now dynamically select the country code in the phone component of the guided workflow screen. Previously, the country code was fixed and only displayed a default country. This update ensures the correct country code is dynamically chosen, improving accuracy and user experience.

This enhancement significantly improves user experience by ensuring that the correct country code is automatically selected, thus eliminating the need for manual selection. For more details, refer to the Take Inputs within Screen article .

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​Ability to add profiles into Workspace Profiles through Profile List Change Node

You can now add profiles to Workspace Profile Lists using the Profile List Change node within the Guided Workflow.

This enhancement addresses the previous limitation where adding profiles to Workspace Profile Lists was not possible, thereby enhancing the flexibility and efficiency of managing user access. For more details, refer to the Perform System Actions inside Guided Workflow article .

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​Support for dynamic assets in guided workflows

You can now dynamically display assets in the guided workflow based on the asset ID. Previously, the guided workflow could only display a hardcoded asset.

This enhancement allows agents to preview templates before sending them to customers by capturing the asset ID (email template) based on the campaign, thus enhancing the overall user experience. For more details, refer to the Take Inputs within Screen article.

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Conversational AI

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

Major UX Enhancements

• A new Issue Types column has been added into the simplified deployment settings interface. For more information, please refer to the Simplified Deployment Settings article .

  

• You can now copy a single element or an element along with its sub-tree of a dialogue to other dialogue trees within the same application or across different applications. To know more about this feature, refer to the Actions on a Dialogue Tree article .

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• The Global Timeout node now includes simplified details to remove unnecessary information.

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• The 20.4 release includes enhanced deletion validation checks for dialog trees that are deployed.

• Intent Model Enhancements

  • Import For Another Application removed from Add Intent Dropdown

  • The help text has been updated in the intent Name and Description fields of Intent.

  • The third pane for intents can only be opened by clicking on 3 dot settings on Intent .

  • The Calculate Performance and Review Prediction buttons have been re-aligned.

  • The dialogue intent model is now removed from the Model type.​

  • Descriptions are now mandatory for all model types in Intent.

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• You can now edit the Name and priority order directly within the deployment settings canvas by double-clicking on the priority order field.

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• You can now view disconnected trajectories across debug logs, dialogue trees, and dialogue tree reporting.

• The Manage Columns icons have been removed. This change applies to data entries, entities, intents, and all other modes within the system.

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• You can now create a new dialogue tree to route to directly from the Route to another Bot node interface.

  

• Context switching module has been renamed to advanced context switching module and Simplified Context Switching Toggle (within the Admin Panel) has been renamed to Context Switching.

• Intent Models have been renamed to ML models in navbar and intent section.

• Within ML models, Disable AI Settings has been renamed to Exact Match Models.​

• The 20.4 release includes enhanced debugging for the updated FAQ+ feature, which includes renaming the node title in the debug log to FAQ+ and adding detailed fields such as User text, Model Used, Prompt, and more for comprehensive insight. ​

• Bulk delete operation is now supported in Intent Models.​

• Brackets are now removed from string stored in response variable of Smart FAQ Node.​

• The Confidence Threshold will now be visible for Zero short intent models.

• The AI+ option has been removed from Bot Reply node.

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  UX Enhancements in Dialog Tree Reporting

• You can now utilize the Mini Map feature within the dialog tree reporting canvas. ​

• With the 20.4 release, you now have the ability to open routed dialog trees within the same canvas when utilizing the "route to another bot" node. 

• With the 20.4 release ,the information tab has been removed from the DT Reporting interface.​

• You can now export messages, cases, and UMIDs for a highlighted message node in Dialogue Tree reporting. ​

• You can now view the Deployment Summary columns in dialog tree Reporting.

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  Bot Rule Automation

  The 20.4 release streamlines the deployment of Conversational AI applications for live chat by automating rule creation and configuration. This update allows you to create and configure dialogue trees and deploy the application without additional rule configurations, eliminating the need for multiple steps such as inbound rules, scheduler engines, queue rules, and application triggers. To know more about this feature, refer to the Triggering Application Without Rule Setup article.​

  Content Variables and Content Blocks Support

  You can now use content variables and content blocks within your FAQ plus bots. Previously, knowledge base articles could be used as a source, but if those articles contained content blocks and content variables, they were not supported. With this release, support for indexing content blocks and content variables has been added.

  This enhancement allows for more dynamic and flexible use of knowledge base articles within FAQ plus bots, improving the overall functionality and user experience.

  FAQ+ Bots - Enhanced Category Filtering

  You can now include Knowledge Base (KB) articles from re-mapped categories when filtering in the FAQ+ Model. For example, KB article X, originally in category A, has been remapped to category B and will now appear when you filter by category B in FAQ+ models. Previously, this article would not have been included under category B.

LLM Powered Discovery Run

You can now leverage the large language models (LLM) Powered Discovery Run for more efficient intent clustering. This advanced feature enhances the existing NLU powered Discovery Run by incorporating LLMs to improve the accuracy and efficiency of intent clustering and bot workflows. This feature significantly improves intent clustering, leading to more accurate and efficient bot workflow. 

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Improved FAQ+ API Response Handling 

The FAQ+ API Response is now populated in two fields: 

• Text Field (Recommended for Publishing): Contains the response without citation brackets. 

• Additional Payload (For Debugging): Includes the response with citation brackets. 

This enhancement ensures that users no longer need to manually parse and remove citation brackets from the response by default, streamlining the process and improving efficiency. 

Support for Zero Shot Entity

You can now leverage Zero Shot Entity detection through Generative AI in bots, allowing for entity detection based on the entity name and description without predefined examples.

This feature utilizes Generative AI to identify entities dynamically, enhancing the flexibility and accuracy of bot interactions. To know more about this feature refer to the Generative AI powered Zero Shot Entities article .

Agent Assist – Smart Comprehend and Smart Responses

Language Expansion for Smart Comprehend and Smart Responses

• Smart Comprehend: Korean, Chinese, Thai support

  The 20.4 release now allows you to support the following languages in Smart Comprehend, enhancing your ability to provide accurate and timely knowledge base recommendations across these languages:

  • Korean

  • Chinese

  • Thai

• Smart Responses: Hebrew, Hungarian, Romanian

  The 20.4 release now allows you to support the following languages in Smart Responses enabling you to provide smart response suggestions in these languages, improving customer interaction quality and efficiency:

  • Hebrew

  • Hungarian

  • Romanian

Messaging

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

WhatsApp template comparison metrics

The 20.4 release now enables you to compare the performance of two HSM (Highly Structured Message) templates from the same WABA (WhatsApp Business Account) over specific time periods using the template comparison metrics such as Template with a higher block rate, Number of templates published in the timeframe to name a few.

This feature enhances your ability to optimize template performance by providing detailed insights into user engagement.

Deprecating Welcome Messages on WhatsApp Business

The Welcome Messages feature on WhatsApp Business has been deprecated. Previously, a webhook notification was triggered whenever a WhatsApp user opened a chat with a brand for the first time.

This change aligns with Meta's decision to deprecate the Welcome Messages feature due to low adoption. By removing this feature, we ensure parity with partner functionalities and streamline the user experience.

Default Click Tracking for HSM Templates

With the 20.4 release, you can now create HSM (Highly Structured Message) Templates with click tracking enabled by default. Previously, you had to manually select a checkbox to enable click tracking for each HSM Template.

This enhancement simplifies the template creation process and ensures consistent tracking across all templates.

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​Voice Telephony Infrastructure

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The following update has been made in Sprinklr's Voice Telephony Infrastructure module.

Agent Network Readiness Tool 

Enhancements have been made to the Agent Troubleshooting Tool, which you can access by clicking the Troubleshoot option under your profile that appears in the upper right corner of the Home screen.

With this tool, you can diagnose and resolve network-related issues while handling calls. Select Run Test to assess call quality across multiple metrics. The tool is compatible with various telephony providers, including Twilio, SignalWire, Sprinklr VoiceConnect, and Ozonetel. You can also download detailed test reports for further analysis.

For additional information, refer Agent Network and System Readiness Tool.

Voice IVR

The following features are being introduced in the Sprinklr IVR module.

Voice Configurator in Voice Settings

Introducing Voice Configurator in Voice Settings which is as a centralized hub for managing and configuring common voice settings. This enhancement streamlines the administration of voice functionalities, making it easier for admins to implement and manage outbound, inbound, and recording settings efficiently.

Dropped Calls Node in IVR Reporting

Introducing Dropped Calls node available in IVR Flow Reporting to track where calls are being dropped. It can be used to identify IVR nodes with high call drop rates which is a critical metric for optimizing IVR workflows.

This feature enables businesses to enhance customer experience by minimizing call drop-offs and improving IVR efficiency.

Refer to IVR Flow Reporting for more details.

Default Timeout for External API Calls in IVR Extension Actions

Introducing a default timeout setting in Voice IVR setting to prevent IVR failures caused by delayed external API responses.

Key Enhancements:

• Added a fallback timeout in Voice IVR Settings if not set at the API Extension or API Node level. The system will first apply the timeout defined at the API extension level. If not set, it will use the API node-level timeout. If neither is specified, the IVR Voice settings fallback timeout will be used as the default.

• Fixed API node-level timeout behavior.

• Default timeout set to 30 seconds for better reliability.

• No changes to async and wait behavior.

This update ensures smoother IVR workflows by preventing unnecessary failures due to slow external API responses.

Refer to Configure API Node in Sprinklr IVR for more details.

Call Control

​Allowing Multiple Sessions 

The Multiple Sessions feature in Sprinklr empowers users to manage and monitor multiple active sessions simultaneously across different windows or tabs. It is particularly valuable for supervisors and managers who need to oversee various aspects of customer interactions in real-time.

By enabling multiple sessions, users can:

• Quickly switch between tabs to access necessary information, reducing wait times for customers and improving overall call handling time.

• Manage calls while simultaneously researching issues, or accessing multiple support materials, leading to more effective solving of issues.

• Access relevant information, users can provide more accurate and timely responses, leading to higher customer satisfaction.

This feature is designed to simplify the supervision process, helping teams maintain high levels of customer satisfaction and operational efficiency. For more information, refer to Allowing Multiple Sessions.

Dialpad availability in IVR transfers and conferences

When a call is transferred to the IVR or conferenced with the IVR, only the customer will be able to view and access the dial pad to provide DTMF input. The dial pad will not be available on the agent’s interface, as the agent does not require the dial pad for his further course of activities. For more information, refer to the note in “Types of Call Transfer” section of Transfer Call.

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Keyboard shortcuts for basic call control functions

The Call Controls module has been enhanced by adding some keyboard shortcuts for common functionalities of Call Control. For more information, refer to Keyboard shortcuts for basic call control functions.

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Enhanced Audio Controls for Agents

This feature introduces distinct volume controls for each sound type, allowing agents to tailor their experience to their preferences.

Agents will have improved control over their audio settings, leading to:

• Increased efficiency and reduced disruptions

• Better debugging capabilities with real-time logging

For more information, refer to Enhanced Audio Controls for Agents.

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Enhanced skill visibility in Call Transfer or Call Conference

During call transfer or call conference, agents will be able to view the skills assigned to a case along with their corresponding skill categories. For more information, refer to "Steps to Transfer a Call (Step 4)" in the Transfer Call article. ​

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PII Masking

Beep Sound for Masked Segments and Timeline Markers in Audio Recordings

The following enhancement is now available while masking segments in an audio recording:

• A beep sound indicates sections of the audio recording where PII masking is applied, replacing portions that were previously muted.

• Additionally, visual markers appear on the recording timeline to highlight these masked segments, aligning with the PII-masked segments message in the Case Analytics view.

After Call Work (ACW)

Ensuring Single Active Social ACW Per Case for Improved Efficiency

At any given time, only one active Social ACW instance can exist per case per agent. If an agent attempts to initiate a new Social ACW for a case that already has a pending ACW, the system will reopen the existing pending ACW instead of creating a new one. This ensures the agent is directed to the original task, minimizing errors and enhancing efficiency. For more information, refer to Social ACW with Auto Wrap Up.

​Outbound Voice & Dialers

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

Campaign Attempt Limit Validator

The Campaign Attempt Limit Validator settings ensures that multiple callback attempts do not exceed the daily attempt limit set in the main campaign. If a callback is scheduled during the final dialing attempt of the day, it is routed

to an agent, but no further retries are made once the daily limit is reached. This helps keep the total number of attempts, including callbacks, within the established limit, reducing the risk of over-contacting customers, ensuring compliance with administrative guidelines, and enhancing overall dialing efficiency. For more details, see Campaign Attempt Limit Validator

Optimize Payload Size to Improve Loading Speed and Reduce Slowness

There is a significant improvement made to the performance of Campaign Manager and Campaign Monitoring to deliver a faster and smoother user experience. By optimizing the payload size, we have reduced slowness caused by dynamic data and numerous buttons. Key updates include the implementation of a paginated pivot table, the addition of Bolt Debugging for better performance benchmarking, and optimizations to segment loading in the Campaign Editor. These enhancements work together to improve loading speed, minimize delays, and streamline overall functionality, ensuring a more responsive and efficient experience for users.

Enhanced Data Connector and Audit Trail Features

You can now edit previously greyed-out fields in the Data Connector, such as Account Name, Host, Port, Directory, Data Type, Primary Column Name, and Time Zone. Additionally, we've introduced an Audit Trail (Activity Log) to monitor and track changes, ensuring transparency and accountability. This functionality is secured with role-based permissions, providing enhanced security and control over access.​

Customer Availability Manager for Improved Campaign Operations

The Customer Availability Manager is now available within campaign operations, allowing you to configure customer availability across regions and time zones. This feature dynamically assigns business hours to leads based on attributes like zip code, ensuring calls are made only during overlapping agent and customer availability. It helps enhance compliance, boost campaign success rates, and minimize non-compliance incidents. Admins can easily create, edit, and manage customer business hours profiles, simplifying the process without the need for complex workflows. For more details, see Customer Availability Manager.

Inline Retry Strategy Management for Improved Campaign Creation

We have enhanced the campaign creation process by allowing you to create, edit, or clone a Retry Strategy directly within the form, streamlining workflow and reducing the need for page switching. This new inline functionality enables users to manage retry strategies without leaving the form and seamlessly returns them to the campaign creation form after saving. By removing extra navigation steps, this update makes the campaign setup process faster and more efficient. For more details, see To create a Campaign.

Enhanced Permission Controls for Dialer Status Management

We have introduced enhanced permission controls for managing Dialer Status, ensuring only authorized users can make changes that affect its operation. Previously, any user with edit access could pause or shut down the dialer, potentially causing disruptions. With this update, distinct permissions—Activate, Pause, and Shutdown—are now required to modify the dialer’s operational state, while users with Edit permissions can still modify, clone, and share the dialer. This new structure improves security and reduces the risk of unintended downtime by limiting control to authorized users only. For more details, see Dialer Permissions.

Predictive Dialer Abandoment Definition

This setting allows you to configure the abandoned call definition in the Outbound Dialer at the workspace level. Previously, the drop rate calculation was fixed throughout the customer. With this update, workspaces can now select the formula that best suits their regional or business requirements, either (abandoned calls) / (Calls Picked by Customers) or (abandoned calls) / (Calls Dialled). This added flexibility allows for more accurate tracking and alignment with specific client needs. For more details, see Predictive Dialer Abandoment Definition.

Conversational Analytics

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

​AI-led Language Expansion for Contextual Sentiment

We have expanded the language base for Contextual Sentiment to process Portuguese & Hinglish Cases.​

AI-led Language Expansion for Contact Drivers

We have expanded the language base for Contact Drivers to process Polish, Danish, Malayalam, Thai, Brazilian Portuguese, Catalan, Basque and Galician.

​Agent Co-Pilot

The following updates significantly enhance Agent Copilot's functionality, making it more versatile, efficient, and user-friendly for businesses.

Integration of Agent Co-pilot Builder in AI+ Studio

We have integrated the Agent Co-pilot builder into AI+ Studio, simplifying the process of enabling and managing Agent Co-pilots within Sprinklr.

Key Enhancements:

• Added ‘Manage Co-pilots’ section in AI+ Studio to manage platform Co-pilots.

• Introduced Agent Co-pilot under Service Suite, allowing users to edit and manage it seamlessly.

• Removed the need for Digital Twin enablement, eliminating lengthy approval processes.

• Automated Agent Co-pilot setup with a default Co-pilot pre-configured with standard tasks and skills.

Benefits:

• Faster enablement by removing Digital Twin dependencies.

• Centralized Co-pilot management within AI+ Studio.

• Scalability for admins to configure Co-pilots through Sprinklr AI+ integration or custom keys.

This update streamlines Co-pilot deployment, making it more efficient and scalable for businesses.

Draft Emails Using Training Content Sources

Agent Co-pilot can now generate email responses based on answers retrieved from training content sources such as Knowledge Base (KB), Cases, and Documents.

Key Enhancements:

• Introduced a new Skill called ‘FAQ Skill’ that can be used in a Task to generate email responses in a structured format.

• The system first runs an FAQ flow to fetch answers from KB, Cases, or Documents before drafting an email.

• Emails are formatted according to the specified prompt for consistency.

• Excludes Guided Workflows (GW) from responses and reporting to ensure accuracy.

Care Console

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

Support for STP and DWG File Formats in Email Attachments

The Care Console now supports uploading the following file formats as email attachments in a case.

• .stp: STP or STEP is a file extension for a 3D graphic file used by CAD software.

• .dwg: DWG file extension is used for storing 2D and 3D drawings, model data, and metadata.

Distinct Notification Tones for Key Events

You can now configure custom notification tones for specific events such as New Case Assigned, New Fan Message, Post Approved, Post Rejected, and more. These distinct notification tones help agents quickly recognize important events and help them take appropriate actions faster.

Ensuring Privacy by Displaying Profile Username

For the Community channel, the profile username is now used to identify the case instead of the profile name. The profile username is displayed in two areas of the Care Console:

• Header of the Conversation Widget

• Case Card in the Case Stream

Facebook Direct Message Restrictions

In Care Console, Facebook's Direct Message (DM) restrictions are now aligned with Facebook's native policies. When a user comments on a brand’s post, the brand is allowed to send a single DM to that user. If the user responds to this initial DM, the brands can continue to message them. However, if the user does not reply within 7 days, the brand cannot send further DMs on the user’s comment.

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Support for Contextual Reply

The Reply icon, which appears when you hover over a message to send a contextual reply, is now supported for public message types across all channels. The channels include Flickr, Jive, Sprinklr Voice, Yammer, Facebook, WhatsApp, and more.

Support for Resolving Placeholders in Customized Warning Messages

In customized warning messages, you can use placeholders for key details such as case numbers or custom fields. Some examples of placeholders are: %[UNIVERSAL_CASE_NUMBER], %[UNIVERSAL_CASE_SUMMARY].

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These placeholders will now be automatically resolved in the warning configured above the Care Console reply box. They will be replaced with actual case details. This improvement ensures that agents receive informative and detailed warnings.

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For more information, see Create an Autofill Rule in Rule Engine.

Supervisor Console

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

Introducing Live Case Monitoring Screen

The new Live Case Monitoring Screen provides supervisors with a centralized, real-time dashboard to monitor cases and case states across the Voice channel. The screen lists the cases with their details including case number, duration, assigned to, case state, and more. Supervisors can track ongoing cases both in the queue and those assigned to agents.

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In summary, supervisors can do the following directly from the Live Case Monitoring screen:

• Effectively monitor cases and their states in real time.

• Use intervention tools like Listen, Whisper, and Barge-in for guiding agents.

• Take immediate actions such as transfer or take calls that are waiting in the queue to reduce customer waiting time.

• Assess agent performance and customer satisfaction levels in real time.

For more information, see Case Monitoring.

Enhanced Reporting for Announcements

Reporting metrics are added for announcements that help supervisors monitor and measure the effectiveness of their announcements. Supervisors can analyze various announcement and user engagement metrics such total users who read the announcements, read time, acknowledgement rates, Click Through Rate, and more. These insights will help them optimize future announcements for better reach and impact.

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Some of the reporting metrics that are being introduced include:

User Engagement Metrics:

• Number of Announcements Read/Unread

• Number of Announcements Acknowledged

• Total Users Who Read an Announcement

• Number of Links Clicked in an Announcement

• Click Through Rate (CTR)

• Average Time Spent Reading Announcements

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Announcement Metrics:

• Announcement Title, Creator, Start/Expiry Date

• Number of Announcements Sent

• Announcement Frequency

For more information, see Monitoring Announcements.

Support for User Groups in Peer-to-Peer Chat

In the Peer-to-Peer Chat settings, supervisors now have the ability to select user groups or roles that can initiate, respond, or monitor a chat. This feature provides supervisors more flexibility in assigning chat permissions and managing chat access.

For more information, see Configure Chat Settings.

Customizable Time Filter in Callback Manager Screen

The time filter in the Callback Manager is now customizable. This allows supervisors to set a custom date range to view the callbacks of their interest. Additionally, they can access scheduled callbacks for up to three years in advance. This feature gives supervisors the flexibility to adjust the callback view as per their requirements.

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For more information, see Configuration Steps for Callback Manager.

Support for User Contextual Filter in Queue Agent Activation Manager Screen

The Agent Queue-Activation Manager screen can now be configured with user-contextual filters to display only the agents and their associated work queues relevant to a particular supervisor. This enhances data security by restricting access to relevant agents, improves usability, and ensures consistent governance across queue-related monitoring screens.

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For more information, see Agent Queue-Activation Manager.

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Reporting and Analytics

The following features and enhancements are being introduced in the Reporting and Analytics module:

Data Engine Enhancement: Select Widget to add Metrics & Dimension in Source

With this release, we have added the capability to add widget directly by selecting From Sprinklr as data source and simplified the selection of metrics and dimension. We have added an Import button to directly import from the widget.

Data Engine: Ability to Set Execution time for Pipelines

The Execution Pipelines feature allows you to capture snapshot values for metrics at designated execution intervals. This feature helps track how metrics evolve over time, offering valuable insights into performance trends. By capturing and storing these snapshots, you can analyze historical data and make better, data-driven decisions based on the changes and patterns observed in the metrics across different time periods.

​Order of Day of Week based on configuration in Custom Interval Settings

This feature allows you to customize the start of the day, week, month, and other intervals to better align with their organization’s schedules. You can now define the start day of the week, set the beginning of the working day, and choose custom intervals for months and quarters. These options enable you to tailor the duration of your day, week, month, quarter, and year, providing greater flexibility and precision in your data views. This customization helps you better analyze key metrics, such as the total number of calls, based on your organization’s unique reporting needs.

Report on Forward as Email as Reply Type in Care Console

We’ve added reporting functionality for the "Forward as Email" button, enabling you to track the frequency of its usage in email chat. This feature records the number of times emails have been forwarded through the system by a user for a specific case. If the "Forward as Email" option is not linked to a particular case, the report will display the total number of times the option was selected and successfully forwarded from Sprinklr. This metric is added to specific reports in social and service analytics :

• Inbound Case

• Case SLA Report

• Omni Channel Case Summary

• Digital Agent Performance Report

Reporting on profiles added to Suppression list

This release enhances reporting for suppression lists by capturing key details for customers who should not be contacted due to reasons such as requesting a "Do Not Disturb" status, opting out of the calling list, or being ineligible for certain calls due to regulatory or compliance requirements until the specified expiry time. These enhancements improve visibility, compliance, and reporting for suppression list management.

Date Aggregation Simplification

The date aggregation feature has been simplified and is now prominently displayed in the UI, eliminating the need to access the options menu. You can now easily sort data by hourly, daily, weekly, monthly, quarterly, or yearly intervals. This enhancement improves visibility and enables seamless date-time reporting directly within a single widget for more efficient data aggregation. This enhancement improves the visibility of date aggregation functionality in visualizations and enables seamless date time-based reporting by allowing you to aggregate data quickly from the widget.

Agent Tenure Calculation

As contact center managers and supervisors, you would require the ability to define custom time ranges that can serve as benchmarks for agent KPIs and address various business needs. This includes calculating tenure and agent duration. In this release, we have introduced a new Custom Metric type: 'Days Difference ,' which enables dynamic calculation of time ranges as the difference between values in a custom field or standard dimensions and the date selected in the date filter or the current time.

Addition of New Reports to Service Analytics

Managing large volumes of agents can make it challenging to manually monitor and track changes to critical fields that directly impact operations, such as assignments and reporting. These changes may occur across multiple screens, making it hard to maintain a unified log. To address this, we are introducing two new reports in Service Analytics with this release. These reports will track changes made to user data, including standard properties, user-level custom fields, unified routing skills and proficiencies, routing settings, and details about the origin of these changes. This will provide a comprehensive, centralized view of critical updates, streamlining oversight and ensuring better control over agent management. These reports are:

• Agent Change Log

• Agent Current Attributes Reporting

Unified Data Connector | Support of Custom Dimension & Manual Run for Historical Time Ranges

In this release, two enrichments to ACW Extracts via Unified Data Connector are made.

• Custom Columns : You can now define & add custom columns (supported via Groovy script). This allows users to use existing columns & define custom operations in the extract itself.

• Manual Run : You can define & run connector for specific/custom time range, allowing users to backfill & retrieve custom data as needed.

These updates provide enhanced flexibility in data retrieval and customisation within the Unified Data Connectors.

​Self Monitoring Dashboards

Self monitoring dashboards are added as a part of the Standard Dashboards. These dashboards allow the agents to monitor their own interactions across voice, social and digital channels and improve their performance. There are 3 new types of reports that are added under self monitoring reports:

• Self Monitoring- Voice

• Self Monitoring Time Card

• Self Monitoring - Digital

Governance Controls of Service Standard Dashboards

To access the Standard Dashboards , you must have access to the Service Module, as these dashboards are exclusively available through it. Attempting to access them via other modules, such as Sprinklr Insights, Sprinklr Social, or Sprinklr Marketing, will not provide access. You must have the necessary permissions within the Service Module to view the Standard Dashboards.

​Enhancement to Service Settings

In this release, the Service Level for Live Chat , Email and Social interactions is now based on the first response made by the agent, rather than on overall responses. This change ensures a more accurate measurement of agent performance and response times, focusing on the initial customer interaction.

Additionally, Handled Interactions are now tracked based on Brand responses and agent assignments, instead of selecting macros.

Enhancements to Standard Dashboard

Enhancements in the Standard dashboards are now available, tailored to key industry use cases and KPIs, allowing you to quickly access relevant insights including Out-of-the-Box Metrics and Dimensions to minimize setup time and accelerate insights. These changes in the standard offerings are provided to empower you with actionable data at your fingertips, driving faster decision-making and boosting efficiency.

Knowledge Base

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

Improved Accessibility for Articles Mapped to Multiple Categories

You can now access articles mapped to multiple Knowledge Base categories even if you lack access to the parent category, provided you have access to the mapped category. Previously, article visibility was determined solely by the parent category's permissions, meaning users without access to the parent folder couldn't view the article, even if they had access to a mapped category. Now, article visibility and filtering are based on permissions for both the parent folder and any mapped folders. This ensures users can access articles if they have permissions for either folder.

Update Author and Contributor Support in Third Pane

We have added support for administrators to update the article's author and contributors from the Third Pane. All updates, including previous and new author details, timestamps, and the user who made the change, will be recorded in the article's audit log.

Support for Using Content Templates with Other Components

You can now insert Content Templates to other Content Templates, Articles, and Content Blocks. This enhancement provides greater flexibility and consistency in formatting that can be easily inserted and used across various components.

New Dimension for Detailed Tracking of Article Modifications

We have introduced the "Content Modified Time" Dimension for Knowledge Base Reporting and Analytics. This feature tracks the timestamps of changes made to an article, including title, body, and description updates. Note that modifications to non-content elements, such as article properties or helpful count, will not affect this Dimension.

Separately Track Article Details for Translated Versions

We have added the ability to separately track article-level events, such as helpful count and modified date, for each translated version of the parent article. These details can be tracked using Knowledge Base Reporting. The following article-level details can be tracked for each translated version:

• Helpful Count

• Article Feedback

• Created on

• Modified Date

• Published Date

• External URL

• Event Count.

Workforce Management

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

Enhancements to Time Off Policy Creation Process

We have implemented several enhancements to the Time Off Policy creation process. These updates aim to streamline the management of Time Off policies and improve overall efficiency:

• Separate Creation Process for Time Off Types: Time Off types are now created separately rather than being added during the Time Off Policy creation.

• Support for Static and Dynamic Policy Cycles: Policies can now be configured with either static or dynamic cycles.

• Improved Time Off Allocation Rules: We have added support for specifying the lump sum Time Off balance to be allocated to agents at the start of the policy and the duration after which the allocated/accrued Time Off will expire.

Partial Publishing of Schedule Scenarios

Workforce Managers can now partially publish Schedule Scenarios for specific date ranges within the overall duration of the scenario. This ensures that only the published portions are visible on the Master Schedule and agents' My Schedule pages, while unpublished portions remain hidden.

Custom Rule Selection During Schedule Scenario Creation

While creating Automatic Schedule Scenarios, you can now select the Custom Rules directly from the Schedule Scenario creation form. These Custom Rules can be configured using Sprinklr’s Rule Engine under WFM Scheduling Rules.

Agent Login and Logout Tracking Using the Adherence Timeline in Master Schedule

You can now track agents' login and logout timings from the Adherence Timeline in the Master Schedule. This feature enables you to accurately monitor when agents start and end their shifts. The Adherence Timeline captures and displays all instances of login and logout in chronological order, allowing you to analyze agent behavior.

Updated Staffing Presets Functionality

We have made several updates to the Staffing Presets functionality:

Updated Fields:

• "Occupancy" is now "Maximum Occupancy".

• "Minimum Service Level Goal" and "Minimum Service Level Time" are now "Service Level Goal" and "Service Time", respectively.

• The “Shrinkage” metric has been divided into “In Office Shrinkage” and “Out of Office Shrinkage” metrics.

• The “Max Average Speed of Answer” metric has been removed.

We have also added support for audit trails of Staffing Presets. This allows you to track all changes made to the Staffing Presets, including what changes were made, who made them, and when they occurred.

Enhanced Staffing Metrics in Schedule Scenarios

While viewing Schedule Scenarios, Staffing Metrics are now available for both Day View and Custom View. We have also added more metrics. Below is the updated list of Staffing Metrics displayed while viewing Schedule Scenarios:

• Required FTEs

• Required Agents

• Scheduled Agents

• Scheduled FTEs

• Schedule Effectiveness

• Over/Under

• Predicted SL

• Predicted Occupancy

• Predicted Abandon.

Import Historical ACD Data Using Unified Data Connector

We have introduced a way to store historical Queue and Workload data into Sprinklr using Unified Data Connector. This allows you to create forecasts using both historical data (imported during onboarding) and Sprinklr data (collected post-boarding). For more information, see configuring Data Data Connector.

Updated WFM Metrics and Configurations

We have made several updates to various Workforce Management (WFM) metrics and configurations, including:

• Workload Configuration: The Staffing Algorithm and Business Hours fields have been made mandatory while creating a Workload.

• Import Forecast File: Updates to the Import Forecast Scenario template.

• Forecast Visualization: Improvements to the Forecast Scenario Tabular and Master Forecast visualization.

• Introduced aggregation support for Forecast Scenarios and Schedule Scenarios.

Thank you for using Sprinklr Service. The 20.4 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.