Sprinklr's latest release offers a number of exciting new capabilities designed to empower your business to create meaningful customer experiences at every touchpoint. Read about Sprinklr's latest platform enhancements below!

Communities

Community Builder | Create a Self-service Online Forum for Customer Care

Within Sprinklr Community Builder, you can now create a Community, a self-service online forum for your customers to ask questions, share ideas, and solve support issues. You can easily link a customer community on your brand's website, and use this self-service space to reduce churn, decrease costs and unlock customer value with insights on improving products and services. 

Sprinklr Community includes the following benefits:

1. One platform for consistent customer support: You can reduce churn by providing consistent support across digital channels.

2. AI to decrease costs and reduce case resolution times: AI-driven Intuition Moderation identifies which messages need to be addressed while Smart Responses help moderators provide quick and relevant responses. A CSAT Prediction score is generated based on the context of a customer message and Smart Alerts analyze brand conversations to detect anomalies based on volume and sentiment.

3. Insight to improve products and services: Easily share insight from customer interactions with marketing and R&D teams to improve content, products, and services. 

4. Customized community builder: Create community pages, customize branding, configure content layouts, plan a gamification strategy, and manage granular user roles and permissions.

Agent Console

Agent Console | WCAG Compliant

To ensure that the Agent Console is accessible to Sprinklr users living with disabilities, the most common workflows now comply with Web Content Accessibility Guidelines (WCAG) Level AA. Some of the new features that make the Agent Console accessible are Screen Reader Support and Keyboard Navigation.

A keyboard user can use the Tab key to navigate through interactive elements and also provided with the screen reader support and a visual indicator of the element that currently has keyboard focus. To leverage the Screen Reader capability, add a WCAG-compliant Screen Reader extension to your web browser.

Agent Console | Differentiate Between Public and Private Messages

While replying to a message in the middle pane of the Agent Console, you can now easily differentiate whether the reply that you are sending is a Public or Private message. Just above the Reply box, a Public message will be highlighted in Purple whereas a Private message will be highlighted in Green.

Agent Console | Share Likelihood Score on Cases
Within the Agent Console, you can now view the Share Likelihood Score on the cases which will be calculated with the help of Sprinklr AI Model. The Share Likelihood Score, calculated on the basis of previous activities, tells the probability of a customer sharing the brand content publicly on social media channels. For example, if a customer has shared the brand post publicly on their Facebook wall in the past, the likelihood score on the next post will be high.

Agent Console | Engagement Score on Cases

Within the Agent Console, you can now view the Engagement Score on the cases. The Engagement Score helps in evaluating how engaged your existing customers are based upon the activities performed by them that include likes, comments, and shares on their social media channels like Facebook. You can also sort the columns based on the Engagement Score in the ascending or descending order. The score ranges from 0 to 100.

Agent Console | Pause Processing Clock on Switching the Tab

While working on a case or message, if an agent opens another tab in the browser i.e. when the Agent Console or Engagement Dashboard tab is inactive, then the Processing Clock will stop automatically. This will help you calculate the accurate SLAs for agents and the team.

Note that the processing clock will stop if you change the tab manually for both Windows and Mac. It will also work for the following shortcuts:

In Mac
- Shift+⌘Command and press the right or left arrow key
- Control+Tab
- Control+Shift+Tab
- ⌘Command + press 1-9
- ⌘Command + N
- ⌘Command + TAB

In Windows
- CTRL+Tab
- CTRL+Shift+Tab
- CTRL + press 1-9

Agent Console | Dropdown Options for a URL Placeholder in Smart Responses

Within Agent Console, if you select a smart response that has a URL placeholder, you will now be able to select the desired URL from the dropdown list that appears after clicking the placeholder %urllink%. Note that you can either type a new URL or select from the dropdown. You will not be able to make changes to the predefined URLs that appear in the dropdown.

Agent Console | Case Assignment Time on Cases

Within Agent Console, you will now be able to view the Case Assignment Time to view the duration for how long each case has been assigned to you. To view the Case Assignment Time, create an Assign To Me column for cases where you will be able to see the duration. The time will be visible in the left pane and the third pane of the Agent Console.

Agent Console | Support to Download Emails in EML Format

Within Agent Console and Engagement Dashboards, you will now get an option to Download Email in EML format by hovering over the Options icon alongside an email message. Note that this option will appear only for new emails.

Agent Console | Warning Message on Applying Macro on the Updation of Message/Case Custom Field Values

Within Agent Console, if you are applying a Macro on a case/message and meanwhile the case/message custom field values get updated, then you will receive a warning message in the macro box as shown in the image below. Clicking on it will refresh and fetch the new values.

Agent Console | Improved Integration Between Case Management and Approval Workflows
The Approval Workflow for cases will be supported along with case management now. The supervisor will be able to reject the case and also send a comment that will be visible in the middle pane of the Agent Console.

Email Care

Email Care | Send Attachments Larger than 10 MB in the Form of URL

While sending an email from Agent Console or Engagement Dashboards, you can now send the attachments that are larger than 10 MB in size. The attachments will be sent in the form of a URL clicking on which the user will be redirected to the media link.

Messaging

Chat Templates | Create Omni Chat Templates via API
You can now create Omni Chat (Card, Carousel, and Quick Reply) templates via Sprinklr API as well. Note that, to add an image in the template, add the URL of the image in the curl command.

Google Business Messaging | Message Delivery Receipts in Agent Console

Within Agent Console, you will now get delivery receipts  for the messages sent from your Google Business Messaging account. It will be visible in all the three panes of the Agent Console i.e. message stream pane, middle pane, and third pane.

Google Business Messaging | Support for Typing Indicator

For Google Business Messaging, you and your customers will now be able to know when the other one is typing. When your customers are typing, the typing indicator will be visible in the middle pane of the Agent Console.

Google Business Messaging | Send CSAT Survey

Within Rule Engine, you can now create a rule to send a CSAT survey on Google Business Messaging channel after the conversation is closed. While creating a rule, select action Send Survey under "Request Google Business Survey". Note that the survey cannot be triggered twice within 24 hours.

Google Business Messaging | Create and Send Card, Carousel, and Quick Reply Template

You can now create card, carousel, and quick reply templates in the Digital Asset Manager and configure an auto-response rule to send these to the Google Business Messaging channel. You can add up to 13 buttons in a quick reply template and up to 10 carousel elements in a carousel template. The button action can be set as Open URL clicking on which the users will be redirected to the specified page.

Google Business Messaging | Copy Survey Rating Score and Survey Feedback Text into Custom Properties via Rule Engine

By creating a Case Update rule for Google Business Messaging in the Rule Engine, you can now set actions under Actions to ‘Copy properties from source to destination’, to copy the Survey Rating Score and Survey Feedback Text given by customers into custom properties fields. The two new copy action sources added are Case Rating Score and Case Feedback Text.

Sprinklr Live Chat

Sprinklr Live Chat | WCAG Compliant

To ensure that the Sprinklr Live Chat is accessible to your customers living with disabilities, the most common workflows now comply with Web Content Accessibility Guidelines (WCAG) Level AA. Some of the new features that make the Live Chat accessible are Screen Reader Support and Keyboard Navigation.

A keyboard user can use the Tab key to navigate through interactive elements and also provided with the screen reader support and a visual indicator of the element that currently has keyboard focus. To leverage Screen Reader capability, your customers need to add a WCAG-compliant Screen Reader extension to their web browser.

Sprinklr Live Chat | Send Secure Forms

The Sprinklr Live Chat is PCI compliant now. You can send Secure Forms on Sprinklr Live Chat to allow for sensitive and confidential information to be passed from a customer to agent within a secure environment. For example, customers might need to provide their credit card information or PII information as a part of an identity validation process. The secure forms help in mitigating the risk of unapproved or fraudulent data access.

Sprinklr Live Chat | Transferring Conversation from Social Channels to Live Chat

While having a conversation with your customers on any social channel, e.g. Facebook or Twitter, you can now send the Sprinklr Live Chat link to them. The link will include authToken, caseId, and expiration time. By clicking on this link, the customers will be redirected from their existing conversation on the social channel to Sprinklr Live Chat. The conversation on Live Chat and the existing conversation on the social channel will be linked to the same case. Note that the previous messages on the social channel will not get transferred to the Sprinklr Live Chat.

Sprinklr Live Chat | Support of Auto Login Using SSO

While adding the Live Chat application, you can now configure it to allow your customers to automatically log in to Sprinklr Live Chat using SSO when the application starts. The customers who are already signed in on your website will automatically be SSO authorized to access the Live Chat. You can add SSOs within Sprinklr Platform Settings.

Sprinklr Live Chat | Word Cloud Visualization to View Reporting on Feedback Comments Captured via CSAT Form

Within Care Reporting, you can now create a report to view the most used feedback comments given by your customers via the Capture additional feedback comment field of the CSAT Form (Feedback) template. Select the Word Cloud visualization along with the Case Count metric and the Feedback Note Word Cloud dimension.

Sprinklr Live Chat | Star Rating Support in CSAT Card Template
While creating a CSAT Card (Feedback) template for Sprinklr Live Chat, you can now select the Feedback Rating Variant as Star. You will also get the option to customize the Background Color (When Selected, Not selected, Hovered) and Outline Color (When Selected, Not selected, Hovered) by simply typing the name of the color.

Sprinklr Live Chat | Enable Sound Notification for Incoming Messages for Your Customers
While adding the Sprinklr Live Chat widget on your website, you can now enable sound notifications for your customers for incoming brand messages that they receive on the Live Chat widget. The users can mute/unmute the notifications by clicking the Sound Notification icon appearing in the top right corner of the widget. Note that the users will not receive the notification if they are on the same conversation when the message is received. Also, the notifications should be enabled in the users' browser settings.

Sprinklr Live Chat | Support to Create Contact Details Form Template in Digital Asset Manager

You can now create a Contact Details Form template for Sprinklr Live Chat in Digital Asset Manager and send it to the customers via Macro or Auto Response Rule like other templates if you want to authenticate them in the middle of a Live Chat conversation.

Sprinklr Live Chat | Increased Button Limits for Card and Carousel Templates

While creating templates for Sprinklr Live Chat in Digital Asset Manager, you can now add up to 10 buttons in a Card template and 5 buttons in a Carousel template.

Sprinklr Live Chat | URL Action for Card and Carousel Templates

While creating a card or carousel template for Sprinklr Live Chat in Digital Asset Manager, you can now set URL as an Action for a button. Providing a URL will redirect the users on the given page at the click of a button.

Sprinklr Live Chat | Description Field for Card and Carousel Template
While adding a card or carousel template for Sprinklr Live Chat in Digital Asset Manager, you can now add a description for your card/carousel element.

Also, on the Live Chat widget, your customers will be able to view the template image in a Full-screen Modal View once they click on them.

Sprinklr Live Chat | Support to Select Template and Conditional Message as a Welcome Message

While configuring Live Chat in Sprinklr Live Chat Application Manager, along with a text message, you can now select a Live Chat template from Digital Asset Manager as a Welcome Message. You can also enable conditional welcome messages (with placeholders)/templates that will only appear when the standard conditions like if the user details are present, business hours, etc. are fulfilled.

Sprinklr Live Chat | Hide Attachment Icon in Web View Embedded Inside the Android App

You can now hide the Attachment icon in Live Chat widget i.e. your customers will not be able to view the icon and hence will not be able to send the attachments. This can be done in Sprinklr Live Chat Settings.

Sprinklr Live Chat | Disabled Email Address Copy and Paste Support in Contact Details Form in Widget

When a Contact Details Form is sent out to users in a Sprinklr Live Chat widget in order to authenticate them, the users will now not be able to copy the Email Address field and paste it in the Confirm Email Address field. Also, the Email Address field will not be masked now.

Sprinklr Live Chat | Support to Show Timestamp Below Every Message

Within Sprinklr Live Chat widget, the timestamp will now be displayed below every message. If some messages belong to the same minute then they will be grouped together and only the time below the last message will be shown.

Sprinklr Live Chat | Forward Live Chat Conversation via Email

You can now send the chat transcript to your customers via email along with an RTFD template that can be created in Digital Asset Manager comprising all the details and attachments that you wish to send along with the transcript. Create a Case Update Rule and under "Actions on chat conversation associated to the case", select Forward Live Chat Conversation as Email and select the template that you have created in the Digital Asset Manager. When you apply this rule on a conversation, the user will receive an email containing all the conversation between him/her and the brand along with the attachments, if any, on the email id with which the user is registered for that particular conversation.

Sprinklr Live Chat | Support to Clear Chat Session

You can now clear the sessions that include conversations and chat history between users and your brand. For example, you can configure to clear the conversation when the user signs out of the website. This can be configured via SDK.

Sprinklr Live Chat | Support for Your Customers to Send Welcome Messages on Live Chat Widget

Your customers can now send messages as welcome messages on the Sprinklr Live Chat widget. This can be configured via SDK.

Sprinklr Live Chat | Support to Show the Loader on Home Screen

A loading screen will now be shown on the Home Screen of the Live Chat widget until the conversation is fetched to let the users know that the application is working and not stuck.

Sprinklr Live Chat | Show Chat Trigger Icon Based on Agents' Availability

You can now show the Sprinklr Live Chat trigger icon depending upon the agents' availability. To do this, create a case work queue and select assignees & their capacity in the Assignment Engine. Then, based on their availability status, you can configure to hide the chat icon in Sprinklr Live Chat Care. Hiding the chat icon when the agents are not available to respond will save your customers’ time and improve their experience.

Sprinklr Live Chat | Support to Show Contact Details in the Third Pane of Agent Console

If a user has filled the Contact Details Form that a brand sends for authentication on Sprinklr Live Chat widget then those details will appear as a tooltip within the Profile tab of the third pane of the Agent Console.

Sprinklr Live Chat | Disable Header in CONVERSATION Scope

In Sprinklr Live Chat, you can disable the header for the app opened in the CONVERSATION scope. This can be done by updating Spr Chat Settings.

Sprinklr Live Chat | Support to Set Landing Screen

In Sprinklr Live Chat, you can now set the Landing Screen that will dictate the first page that should open when the app launches. The possible values are:

• NEW_CONVERSATION - It will open the new conversation screen with all configured welcome messages whether the Scope is set as ALL or CONVERSATION. However, there will be no back button in the header if the Scope is set as CONVERSATION.

  

• LAST_CONVERSATION - It will open the last recent conversation. However, if there is no last conversation or all the conversations are closed, it will take the users to the new conversation screen in CONVERSATION Scope and to the home screen in ALL scope.

  

• If the landing screen is not defined, it will open the home screen in ALL scope or the new conversation screen in CONVERSATION scope.

This can be done by updating Spr Chat Settings.

Sprinklr Live Chat | Ability to Customize Chat Trigger Icon Position

You can now change the Live Chat trigger icon position as per your website layout and requirements. It can be customized in the Styling section of Sprinklr Live Chat Care.

You can enter the values in px for the following components:

1. Right padding

2. Bottom padding

Sprinklr Live Chat | Support to be Opened Through a URL Given as a Source of an iframe or Directly in Browsers

Currently, Sprinklr Live Chat is embedded through JS code on your webpage. You can now add the Live chat widget to your application or web application through iframe instead. Sprinklr can configure a URL to be opened as a source of an iframe or by hitting directly in browsers. Note that AppId is a compulsory param while other params can be used by brands according to their requirements by using "&".

Sprinklr Live Chat | Support to Handle External Events via SDK

Sprinklr will expose two SDK functions for handling the external events within Sprinklr Live Chat. The first function allows Brand's Web App to Subscribe to external events sent by Sprinklr Live Chat and the second function allows Brand's Web App to send an external event to Sprinklr Live Chat.

You can trigger the below templates via SDK as an external event:

1. Form Template

2. Progress Bar

3. Card Template

4. Quick Reply Template

5. Text Template

Sprinklr Live Chat | Lock Live Chat Conversations

Within Rule Engine, you can now create a case update rule to lock or unlock the live chat conversation for your customers. When the lock event is applied, your customers will not be able to type/send a message, attach any image/video, perform any action on templates, or start a new conversation. This can be done while the integrations are running.

When the unlock event is applied, your customers will be able to perform all the functions normally. If the unlock event is missed, the conversation will be unlocked after the wait time, that you mention while creating the Lock event, is over.

Note that, on refreshing, the lock event will be lost and the customers will be able to perform all the functions.

For the External Payload field, enter the value in the following form:
{ "waitTime": 120000, "reason": "We're still working on an issue. Wait for some time." }

where waitTime is in milliseconds and the reason is the message that will be shown as a tooltip to your customers.

Sprinklr Live Chat | Bot Triggered External Event 

An external event can be listened to by registering with “onExternalEvent” using window.sprChat. After sending a message from the widget side, a brand can register the external event function by applying the rule from the agent console (via Macro). It can be done by setting up the actions External Event and External Payload in a Case Update rule under the "Actions on chat conversation associated to the case".

Sprinklr Live Chat | Support to Send Users to the Last Screen via SDK

You can now send the users back to the last screen via SDK. Note that it cannot be done if the users are already on the initial page or when the Scope is CONVERSATION.

Sprinklr Live Chat | Support to Disable Card Buttons Once Clicked via SDK

While sending a Card Template to your customers via SDK, you can now send reSubmittable as false making the buttons disabled for clicking for the second time. So, the users will not be able to click any button other than the URL button on the card template if they have already clicked it once. The options will be greyed out once clicked as shown in the GIF below –

Sprinklr Live Chat | Auto Creation of Case While Sending First Message via SDK

While sending the first message to initiate the conversation on Sprinklr Live Chat via SDK, if you (brand) send autoInitiateConversation as true, then a new case will be created in Sprinklr.

Sprinklr Live Chat | Update Case Custom Field Values for any Conversation via SDK

You can now update the case custom field values for any Live Chat conversation via SDK. Note that if the conversationId is not provided then the last active Conversation Id will be used.

Sprinklr Live Chat | Support to Set Landing Screen as Conversation Id and Case Id

In Sprinklr Live Chat, you can now set the Landing Screen as Conversation Id and Case Id that will dictate the first page that should open when the app launches. This can be done by updating Spr Chat Settings.

• CONVERSATION_%ConversationId% - It will open the conversation for which you provide the Conversation Id.

  • If the conversation is closed that you provide the Conversation Id for, then the closed conversation will be shown but the user will not able to send any message.

  • If the conversation is deleted that you provide the Conversation Id for, then an error message saying "This conversation does not exist" will appear on the screen.

• CASE_%CaseId% - It will open the new conversation which will get associated with the case you provide the Case Id for. If the conversation associated with that Case Id has happened before on Live Chat then it will open the old conversation.

Sprinklr Live Chat | Hide Chat Trigger Icon

You can now hide the Sprinklr Live Chat trigger icon depending upon your agents' availability, business hours, or the number of pending cases in the queue. Hiding the chat icon when necessary will save your customers’ time and improve their experience.

Sprinklr Live Chat | Support for Your Customers to Delete Conversation

Your customers can now Delete the live chat conversation by clicking the Options icon  appearing in the top right corner of the conversation screen and selecting the option Delete Conversation. Note that in case of no internet connectivity, the users will not be able to perform this action.

You can also get the Delete icon  customized as desired.

Sprinklr Live Chat | Support for Your Customers to End Conversation

Your customers can now End the live chat conversation by clicking the Options icon  appearing in the top right corner of the conversation screen and selecting the option End Conversation. The closed conversation indicator will be visible to both the users and the agents on the widget as well as the platform i.e. Agent Console and Engagement Dashboards.

You can also get the Close/End icon  customized as desired.

Sprinklr Live Chat | Support for Your Customers to Save Conversation

Your customers can now Save the live chat conversation transcript by clicking the Options icon  appearing in the top right corner of the conversation screen and selecting the option Save Conversation. All the messages, templates, and attachments will be downloaded with accurate timestamps. Note that the attachments such as images and videos will be present in the form of URL.

You can also get the Save icon  customized as desired.

Sprinklr Live Chat | 'No Internet Connectivity' Status

Your customers will now be able to view the No Internet Connectivity status at the top of the Conversation screen or Home screen of the Live Chat widget when there is no internet connection. The Progress Bar will also be greyed out if any.

When the user's internet connectivity is back then the status will get changed to Back Online and all the messages in a pending state will be automatically sent.

Sprinklr Live Chat | Disable Manual Response for Templates via SDK

While sending any template via SDK on Sprinklr Live Chat, you can now disable the manual typing/response by sending disableManualResponse as true. Hence your customers will not be able to send/type any message after selecting a response from the template until you (brand) send a message again.

Sprinklr Live Chat | Disabled Manual Response Based on Last Brand Message

On Sprinklr Live Chat, if you send a template (created via Digital Asset Manager or via SDK) with the disabled manual response, then your customers will not be able to send/type any message even after selecting a response from the template until you (brand) send a message again.

Sprinklr Live Chat | Set Default Values Pre-selected in Templates via SDK

While sending any template on Sprinklr Live Chat via SDK, you can now set the default values pre-selected by sending defaultValue as desired.

Sprinklr Live Chat | Capture the Context of Messages Sent via External Actions

By sending messageContext via SDK, you will now be able to capture the context for Live Chat messages that are sent via external actions. It will appear in the form of custom fields in the third pane of the Agent Console.

Sprinklr Live Chat | Custom Brand Fonts

You can now get the Live Chat widget customized in the desired font that aligns with your brand.

Sprinklr Live Chat | Full-screen Modal View for Images/Videos

Within the Live Chat widget, your customers will now be able to view the images/videos received or sent by them in a Full-screen Modal View once they click on them.

Sprinklr Live Chat | Customize Functions for Modal View of Images/Videos via SDK

You get a Full-screen Modal View of images/videos by clicking on them. You can now customize any function for modal view via these SDKs - onShowMedia and offShowMedia, onCloseMedia, offCloseMedia.

Sprinklr Live Chat | Ability to Add Custom CSS

You can now add custom CSS in the Sprinklr Live Chat widget that will override the default styling. Custom CSS can be added for the following classes –

• spr-chat__trigger-box

• spr-chat__proactive-box

• spr-chat__box

• spr-chat__modal-box (for images or videos)

Bots Manager

Conversational Bots | Support to Add PDFs as an Existing Reply
While adding an existing reply in Conversational Bot, you can now select PDFs from Media Uploader using the Select Existing Reply option.

Assignment Engine

Assignment Engine | Share the Visibility for Work Queues

While creating a work queue within Assignment Engine, you can now select the desired workspaces and users/user groups with whom you want to share the visibility of the work queue.

Rule Engine

Rule Engine | Support to Apply Message Properties within Case Update Rules

While creating a Case Update Rule within Rule Engine, you can now set/unset Message Properties associated with the case, such as Engageable property, Message Category, and Partner custom properties, under Actions To "Case Associated Messages". You can select from the following case messages as desired:

• All Associated Messages in Case

• All Associated Fan Messages in Case

• All Associated Brand Messages in Case

• Last Associated fan message in Case

• Last Associated brand message in Case

• Last Associated message in Case

Rule Engine | Copy Estimated Wait Time (User Handling Time) and Estimated Wait Time (Work Queue Wait Time) into Custom Fields

By creating a rule in the Rule Engine, you can now set actions under Actions to ‘Copy properties from source to destination’, to copy Estimated Wait Time (User Handling Time) and Estimated Wait Time (Work Queue Wait Time) into Case/Message custom properties fields.

Rule Engine | Support to Copy Case Id to a Message Custom Field
By creating a rule in the Rule Engine, you can now set actions under Actions to ‘Copy properties from source to destination’ to copy the Case Id into a message custom field.

Supervisor Console

Supervisor Console | Improved Agent’s Activity Log

While viewing the agents’ activity stream within Supervisor Console, you will now have the detailed view of the audit activities along with the case details.

Custom Fields

Custom Fields | Improved Behavior of Non-editable Custom Fields

A non-editable custom field that is a part of a macro will now remain non-editable whenever a macro is applied from anywhere in the platform.

Care Reporting

Care Reporting | View the Number of Cases for Aggregation Time Period of 15 Minutes

You can now view the total number of cases assigned to agents based on fair and direct assignments for the aggregation period of 15 minutes. You can set the aggregation period, which determines the period of time between data points on the widget, by hovering over the Options icon in the top right corner of the widget and selecting Aggregation.

Care Reporting | Pause Case SLA Macro Action to Calculate Accurate Case SLA

You will now be able to calculate the accurate case response SLA for cases that were not responded to earlier and got reopened later. To do this, create a Case Macro and select a new action Pause Case SLA. Apply this macro on the case where no actual response was sent. It will pause the SLA so that the accurate SLA can be calculated if the case gets reopened.

Within the Reporting Dashboard, select Case Response SLA from oldest unactioned metric along with the dimension Case to measures the time difference between the creation time of the first message (added to the case after the Pause Case SLA macro is applied) and when the agent responded.

For example
Fan: Hi there! I need help. (sent at 16:00) - A
Fan: I am not able to open your website. (sent at 16:05) - B
Fan: Ohh! It is working now. (sent at 16:10) - C

The brand applies the Close/NRR case macro with Pause Case SLA as one of the macro actions.

Fan: It is down again. (sent at 16:20) - C
Brand: Let me check that quickly for you. (sent at 16:25) - D

Case Response SLA = D - A = 25 min
Case Response SLA from oldest unactioned = D - C = 5 mins

Care Reporting | New Case SLA Metrics to Not Include Auto-responses and Bot Replies

While viewing Case SLA reporting for agents, you can now plot the following new metrics:

• Case First User Response Count Outside SLA (Case Report) - This metric gives the total number of cases in which the first brand response was made outside the SLA. It only includes the responses sent by the agent, not auto-responses and bot replies.

• Case First User Response Count Within SLA (Case Report) - This metric gives the total number of cases in which the first brand response was made within the SLA. It only includes the responses sent by the agent, not auto-responses and bot replies.

Survey Builder

Survey Builder | Sprinklr Account Id Available as a URL Param

While creating a survey in the Survey Builder, you will now be able to select Sprinklr Account Id as a URL parameter to add in the survey URL.