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.

After Call Work (ACW)

The following features are being introduced in Sprinklr Service’s After Call Work (ACW) module:

Disable ACW redial option at ACW level

The Disable ACW Redial feature has been introduced in the Sprinklr Service 20.10 release. Using this feature, the ACW Redial can either be enabled or disabled for each ACW, so that each workflow presents only the options required for its context and business processes. If the ACW Redial option is disabled for an ACW, the agent will not be able to see the Redial option on the Agent’s UI. For more information, refer to Redialing a Customer.

Disposition Plans ordering in ACW

Previously, when multiple disposition plans were configured and made available for selection during ACW, the Disposition Plans drop-down displayed these options in a non-deterministic order. This randomness forces agents to scroll and manually search for frequently used disposition plans.

From this release onwards, the Disposition Plans drop-down in the ACW interface displays the disposition plans in the exact sequence as defined during ACW configuration in the Eligible Disposition Plans drop-down of the ACW Canvas. For more information on configuring Disposition Plans in ACW, refer to Using disposition plans in ACW screens.

It also reflects any changes made to the ordering in real time, without additional deployment or configuration steps.

Agent Assist - Smart Comprehend and Smart Responses

The following features are being introduced in Sprinklr Service’s Agent Assist - Smart Comprehend and Smart Responses

modules:

Language Expansion for Smart Comprehend and Smart Responses

• Smart Comprehend: Croatian, Polish, Turkish

  The 20.10 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:

  • Croatian

  • Polish

  • Turkish

• Smart Responses: Norwegian, Bengali

  The 20.10 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:

  • Norwegian

  • Bengali

Agent Copilot

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

UI Enhancement: Skills → Tools

The Skills feature in Agent Copilot has been renamed to Tools, with a redesigned user interface.

• Tools can now be accessed directly from the “Define Tasks and Tools” section under “Manage your Copilot”.

• The update improves navigation, clarity, and usability.
  

Introducing Guardrail Support in Agent Copilot

Agent Copilot now supports customizable guardrails configured in AI+ Studio.

• Input Guardrails: Protect against prompt injection and jailbreaking attempts from users.

• Output Guardrails: Regulate LLM responses for safe and compliant outputs.

• Guardrails are added as hyperparameters and supported by:

• The Copilot orchestrator (input and output guardrails)

• The FAQ Function (output guardrails)

• Tasks (output guardrails)

This removes the dependency on hardcoded backend system prompts and enables flexible, brand-specific governance.

LLM Configuration for Tasks

Each Proactive or Reactive task in Agent Copilot now includes an Additional Settings section with configurable fields:

• LLM Configuration

• Provider (e.g., OpenAI, Anthropic)

• Model (e.g., GPT-4, Claude)

• PII Masking Template

• Guardrails (toxicity filtering, brand tone, data leakage prevention, etc.)

• Allows different providers, models, and guardrails to be applied per task (e.g., GPT-4.0 for summarization, GPT-4.1 for reasoning tasks).

• Card Type

• Defines how responses are rendered in the agent interface (e.g., textCard, profileSummaryCard, tableCard, multiActionCard).

• Ensures consistent formatting for responses such as case summaries or suggested replies.

Proactive Task Support

Agent Copilot now supports Proactive Tasks, enabling system-driven triggers to reduce Average Handle Time (AHT) and improve First Contact Resolution (FCR).

• Automatically executes system prompts when defined triggers occur, such as:

• When the agent is typing

• When a new customer message arrives

• Provides timely nudges, alerts, and suggestions without requiring explicit agent input.

Canned Responses as Training Content

Canned Responses can now be used as training content for Agent Copilot.

• Ensures that Copilot suggestions include brand-approved, prewritten responses.

• Allows agents to fetch and use these responses without rewriting or altering the content.

Guided Workflow and Canned Response as Data Sources in FAQ Tool

The FAQ Tool now supports Guided Workflows and Canned Responses as data sources. Agents can retrieve accurate answers and brand-approved replies directly within Copilot.

Call Control

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

The Call Controls module has been enriched with user-friendly error messages and readable values. These improvements provide clearer insight into call behaviors and failure reasons, helping both customers and agents better diagnose and act on voice performance issues.

The following metrics now display enriched, readable values across dashboards and report exports:

• Conversation Disconnection Reason

• Agent Call Rejection Reason

• Call Disconnection Stage

• Disconnection Type – (Agent, Remote, System)

For more information, refer to Call Disconnection Reasons and Error Messages.

Warm Transfer permission in call controls

The Call Controls module has been enhanced with a new permission: Warm Transfer. This permission allows users to enable or disable the Warm Transfer feature within Call Controls. It is now available in the Call Controls permissions list for easy configuration.

ICE Server Test

The Agent Readiness Troubleshooting Tool has been enhanced to verify if the ICE servers are correctly configured or blocked by firewalls, causing call failures in restricted networks. For more information, refer to Agent Network and System Readiness Tool and ICE Server Test Troubleshooting Tips.

Highlighted Fields Now Visible on Transferred Calls

Agents can now view key highlighted fields (such as profile or case information) when a live call is transferred to them—whether via warm or blind transfer. This enhancement ensures that critical context is preserved during call handoffs and enables admins to configure exactly which fields should appear during these transfer scenarios.

Admins can now configure highlighted fields for transferred calls via: Voice Application > Advanced Settings.

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Two new configurable fields are available:

•Highlighted Fields for Warm Transfer

•Highlighted Fields for Blind Transfer

This ensures agents always receive the most relevant context available during a call transfer. For more information, refer to Add a Twilio Voice Account.

Citrix Redirection Setup Test in Agent Troubleshooting Tool

The Citrix Redirection Setup Test has been added to the Agent Readiness Tool where the troubleshooting tool tests if Citrix Redirection setup is enabled and if basic setup is working fine. For more information, refer to the Agent Network and System Readiness Tool.

Dialer Selection for External Transfers

Agents can now select from available dialers when initiating an external transfer. Each dialer’s configuration controls how the call is routed and presented. For more information, refer to Dialer Selection During External Transfer.

Care Console

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

Persona App-Level Configuration for Care Console

You can now set up the following persona app-level configurations introduced for Care Console:

• Quick Macros: You configure Quick Macros that are shown in the Care Console reply box in the Persona App. With this option, you can add, remove, and reorder quick macros, set a primary macro, and customize button labels.

• Case Stream Filter Fields: You can select the custom fields that agents can use to filter cases within the Case Stream. These filters help narrow down results and improve case handling efficiency.

• Case Bulk Actions: You can configure which actions should be hidden from the bulk actions bar when multiple cases are selected. This disables the selected bulk action options to streamline the interface and reduce the risk of unintended bulk updates.

• Mandatory Message Preview by Channel: You can configure channels where message preview is required before publishing at the persona app level. This ensures greater control and compliance based on communication channels.

Mark Grouped Canned Responses as Favorites

You can now mark grouped canned responses as favorites, just like individual canned responses. Once marked as a favorite, the grouped canned response is prominently displayed for quick and easy access, helping agents save time and improve efficiency.

Ability to Change Signature Using Autofill Rules

You can now create an Autofill Rule using the Set Signature action in the Rule Engine to dynamically update or replace the signature in real time. This applies whenever custom fields, accounts, or other data change, even if a signature has already been added. It ensures each message includes the most accurate and up-to-date signature.

Restrict Engageable Account in Reply Box

You can now restrict agents to reply only from authorized brand accounts by limiting the accounts displayed in the reply box. This helps enforce compliance policies and prevents the use of unauthorized shared or engageable accounts.

When this restriction is enabled:

• The Account Switcher in the Care Console and Case Third Pane reply boxes will show only the engageable account(s) linked to the case.

• If multiple engageable accounts are associated, all of them will be displayed.

This ensures agents always respond using the correct account context, enhancing control and consistency in outbound communication.

Collapse Search by Default in Collaboration and Smart Assist Widget

The Search bar in the Collaboration and Smart Assist widgets will now be collapsed by default to reduce visual clutter and save space on the agent desktop. The bar will appear only when the user actively clicks the Search button.

Community

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

Notifications for Visibility Changes to Public

When a Post, Topic, or Category is changed from private to public, the author will receive both a platform and email notification confirming the update. This ensures authors are promptly informed when their content becomes publicly accessible. Refer to this article for more details on Category hierarchy management.

Enhanced Audit Log for Category Hierarchy Management

You can now get a detailed audit log of all actions performed on Categories and Topics within the Category Hierarchy Management. This feature enhances traceability by recording actions such as editing and deletion, including the user who performed the actions. To access this data, please contact your Success Manager.

Conversational AI

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

Support for "Toggle Node Execution Tracking" in UI

A Toggle Node Execution Tracking option is introduced at the node level to monitor and report node-level traversal and volume for each interaction across both chat and voice conversations. When enabled, the system captures and
reports the following metrics in Care Reporting:

• Case Number (D): ID associated with the case.

• Node Execution Start Time (D): Timestamp of node activity.

• Asset ID (D): Unique conversation ID linked to node activity in the IVR.

• Node Activity ID (D): Unique Node ID of the IVR.

• Node Activity Type (D): Type of node passed in the conversation.

• Process Definition (D): Name of the IVR (as per configuration).

• Node Activity Name (D): Node name from the IVR configuration.

• Node Activity Sequence (D): Order of traversal through the IVR nodes.

• Total Process Executions (M): Count of times a call traverses through any node.

For more details, refer Toggle Node Execution Tracking.

Support for Auto Evaluation of Intents in Intent Test Project

The new Enable Auto Evaluation toggle allows users to automatically verify whether a predicted intent aligns with the expected intent. This feature acts as an evaluation service for active intents and generates detailed performance reports.

Support to Deploy Intent from Options Menu

A new deployment option is introduced in the Dialogue Tree module. Users can now deploy intents directly from the Dialogue Tree RM. By selecting an intent and deploying using the three-dots Options, this enhancement simplifies the process and provides more flexibility in managing dialogue tree deployments.

Support for Additional Metadata in Debug Log for Zero-Shot

We have enhanced the Debug Log for zero-shot calls by adding support to display the triggered intent along with the associated OpenAI request details. This improvement provides greater visibility and simplifies debugging for zero-shot intent handling.

Intent Model Training Widget Enhancement

The deployment status in the Intent Model widget is refined for greater accuracy. The widget now shows the following deployment status:

• Trained by 

• Trained on

• Deployed on 

• Deployed by 

Merge Permissions

Starting this release, all existing permissions in Conversational AI and AI Agent Studio are consolidated into a single
line permission. Users with view, edit, or delete access to this permission automatically have full access to both modules. This is a critical change that simplifies access management.

Enable Barge-in by Default for Voicebots

When a user activates the Voicebot button in the Conv AI / AI Agent Studio application, the system now automatically enables the Barge-in Functionality toggle to streamline setup and ensure a smoother conversational experience. Along with enabling the feature, the following parameters are pre-configured by default:

• Sensitivity: Set to 70% to balance accuracy and responsiveness.

• Time Prompt: Set to 5000 ms to define the maximum wait time before the system responds.

• Barge-in Response Time: Set to 1500 ms to allow timely interruption handling.

Display Transcript or Recording Snippet for Audio Assets in VoiceBot Conversation Pane

VoiceBot conversation history is enhanced to provide better visibility when audio assets are played. Previously, audio recordings appeared as blank bot responses, creating confusion and limiting context.

With this update:

• If an audio asset has a transcript (configured in Asset Manager), the transcript text now appears in the conversation pane.

Support for images in Zero Shot Intent detection

Support for Image is introduced in the Zero Shot Intent Detection. Now there is support for both, image as well as text. For more details, refer Generative AI-Powered Zero Shot Intents.

Voicebot Support for Third-Party ASR Streaming for Improved Real-Time Performance

We have enhanced the Voicebot architecture to support Google Gemini/ Google Chirp STT ( Speech To Text)streaming models. This update enables transcripts to be processed in real time, significantly reducing SST latency and improving overall responsiveness.

Bot Rule Automation - Standard Queue, Scheduler and Inbound rules

Users can now Trigger application on LiveChat, X (Twitter), Instagram, Facebook, and WhatsApp accounts  without requiring rule setup. This enhancement allows teams to quickly verify that messages are successfully captured and Dialogue Trees are triggered.

Conversational Analytics

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

Expansion of OOTB Vertical Seed Taxonomies for Contact Driver Discovery

We have expanded the OOTB vertical based seed taxonomy for Contact Driver Discovery in Conversational Analytics to include Consumer Electronics, Airlines, and Hospitality, alongside Retail and Telecom verticals. These ready-to-use, industry-aligned seed taxonomies help analysts reduce discovery triggering time and achieve more accurate results.

Language Expansion of Contextual CSAT (3.0)

We have expanded the language support of Contextual Sentiment to process Croatian, Chinese (Mandarin, Cantonese, Taiwanese) and Urdu Cases.

Language Expansion of Insights Hub

We have expanded the language support of Insights Hub to process Arabic, Urdu & Croatian Cases.

Tracking Progress of Discovery using Completion Time Column

To enhance transparency and reduce uncertainty during the discovery process, contact centre analysts can now view estimated completion time for discovery runs. This new feature displays an estimated time for completion for each discovery. With this update, analysts gain better visibility into discovery status, allowing for improved planning, reduced follow-ups, and a more seamless user experience. For more details, refer Actions on a Discovery Run.

Monitor recurring insights as they evolve over time in Insights Hub

To help users manage the volume of insights in the Insights Hub of Conversational Analytics, we have introduced Recurring Insights. When a new insight is generated, the system now checks for past matches within the same group, type, and granularity. If the issues or root causes in the current insight match existing ones, they are linked together and the earlier card is updated instead of creating a new one, reducing clutter and keeping focus on what matters. These linked insights are labeled as Recurring, and users can also filter specifically for them. Insight cards now have four states: New, Recurring, Read, and Unread, making it easier to track status and prioritize actions. This enhancement streamlines insight consumption and drives faster, more effective issue resolution.

Language Expansion of Contact Drivers

We have expanded the language support of Contact Driver to Hebrew, Bosnian, Croatian, Czech, Estonian, Finnish, Hungarian, Latvian, Lithuanian, Romanian and Norwegian.

Guided Workflows

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

Dynamic Table Filter Enhancement to Display Table-Scoped Values

Previously, the Filter Records drop-down in dynamic tables displayed all possible values for a field, regardless of whether those values were present in the existing records of the dynamic table.

This led to a cluttered interface and confusion for agents attempting to filter effectively.

With 20.10 release, the Filter Records drop-down in dynamic tables will display only the values that are present in the table records at runtime, rather than all possible values for that field.

This change aims to provide a clutter-free and context-relevant filtering experience for agents by eliminating irrelevant options from the filter view. This behavior currently applies only to Case and Profile entities.

Pick List Enhancement to Fetch All Values of an Entity Field Irrespective of Entity Records

Previously, when defining a picklist input using the By Entity Type data source, only values that existed in actual records of the Entity were displayed to the agents/users at runtime. For example, if the field allowed values such as ‘Hot, Warm, Cold, Archived’ but records existed only for ‘Warm’ and ‘Cold’, only those two values would appear in the Pick List.

With 20.10 release, the Pick List will display all the configured values for the entity field, not just those used in existing records. This provides a complete list of options to the end user and ensures consistency with the field’s configured values.

Simplified Handling of Attachments Fetched by 'Get Attachments from Case' Action in Send SMS/Email/Whatsapp Node

You can now directly use case attachments fetched via the Get Attachments from Case action in Execute Action node when sending messages using the Send SMS/Email/Whatsapp nodes, with no intermediate screen or manual mapping required.

With the 20.10 release,

• You can directly use the attachments variable from Get Attachments from Case in the Send Email/SMS/WhatsApp node.

• Supports both:

  • Index-based attachment selection (e.g., attachments[0])

  • Full array usage (e.g., sending all attachments at once)

• Original file names are retained, ensuring a cleaner, more professional experience for recipients.

This enhancement allows users to seamlessly pass attachments from case records directly into email, SMS, or WhatsApp messages without additional formatting or transformation logic—streamlining automation and improving user experience.

Support for Failure Paths in Create, Update, Get, Count & Delete Records Nodes

Previously, the Record Operations Nodes such as Create, Update, Get, Count & Delete Records Nodes failed due to backend timeouts or cluster issues. The workflow would abruptly stop with an error message, leaving no room for automated recovery or fallback logic.

With the 20.10 release, Sprinklr has introduced structured failure paths for core record operation nodes in Guided Workflows, significantly improving fault tolerance and debugging capabilities. Following are the nodes that support Success and Failure paths:

• Create Records

• Update Records

• Get Records

• Count Records

• Delete Records

Each supported node now provides:

• A Success path: Executed when the node runs successfully.

• A Failure path: Triggered when the node encounters an error (For example, timeouts, server issues). The failure path will be enabled only if an exception variable has been configured in the node.

Ability to Use Code Context Variables with Native Data Types in Custom Code Editor

Previously, any value entered in the Code Context Variable was implicitly converted into a String, regardless of the original structure.

With the 20.10 release, the Custom Code Editor in Guided Workflows has been enhanced to support native data types when testing code using the Code Context Variable input. This allows you to write and test Groovy scripts more intuitively, without needing to manually parse stringified structures like JSON.

You can now pass complex data types like Lists, Maps, and Booleans directly into the Code Context Variable input. These values are automatically resolved to their native Groovy types during testing.

This eliminates the need for JSON parsing in test scenarios and enables more robust and accurate testing of custom logic.

Ability to Auto-Select First Available Time Slot Based on Date Selection in Appointment Slot Component

In the previous implementation of the Appointment Screen component, the date-time picker defaults to 12:00 AM upon selecting a date—regardless of whether this time is part of the client-defined available slots. This static default behavior causes confusion for end-users and frequently leads to invalid or incorrect slot submissions, especially when 12:00 AM is not a valid option. Since this field is often mandatory, users are required to manually adjust the time, which introduces unnecessary friction and increases the likelihood of errors.

There was a clear need to align the default time value shown in the date-time picker with the first available valid slot as per the configured schedule.

With the 20.10 release, the date picker in the Appointment Screen automatically selects the first available time slot based on the defined slot configuration respecting working hours, excluded dates, and holidays.

The default selection of 12:00 AM is removed and the auto-selection logic works consistently for both single-day and multi-day slot definitions.

Benefits

• Enhanced Usability: Reduces user effort by eliminating the need to change the default time manually.

• Increased Accuracy: Ensures that only valid, bookable times are submitted.

• Consistency: Aligns front-end behavior with back-end configuration logic, minimizing mismatch or confusion.

Support for New Nodes in Debug Panel

With the 20.10 release, support has been added for the following three high-usage nodes, with detailed, contextual logging available for both successful and failed executions in the Guided Workflow Debug Panel.

• Custom Field Actions

• Secure Screen

• Add Notes

The original four supported nodes are refined with improved logging for clarity and troubleshooting efficiency:

• Screen

• Update Properties

• Add API

• Decision Box

Security Enhancement - Secure Media Sharing via Proxy-Based Password-Protected URLs

Background

When media is uploaded and shared across various channels, it becomes essential to ensure that only authorized users can access this content—particularly when the final destination is a secure internal system.

Previously, the media access URLs were not sufficiently secure. They allowed potential exposure to unauthorized users, particularly those outside the central system managing user roles and permissions. This raised concerns around data protection, content leakage, and unauthorized access.

Enhancement

With the 20.10 release, Sprinklr introduces a secure method for sharing media via proxy-based, password-protected URLs. This enhancement ensures that only authorized users can access shared media files, even when accessed outside the Sprinklr platform.

Knowledge Base

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

Color Tagging for Articles in Agent-Facing Interfaces

Color tags can now be applied to Knowledge Base categories to help agents quickly identify the nature of content and avoid sharing internal-only information with customers. Articles within tagged categories or nested categories will display a color-coded label when viewed through agent-facing interfaces such as the Smart Assist Widget and Knowledge Base Widget. These visual indicators improve agent efficiency by clearly distinguishing between public and internal/confidential articles.

Enhanced Smart Assist Filtering Experience

To enhance the agent search experience, system administrators can now configure agents’ preferred Knowledge Base filters, such as language and country, within Smart Assist. Article filtering is automatically applied based on user-level or case-level Custom Field values, improving search relevance and reducing manual effort. Agents can override these automatically applied filters by manually selecting filters as needed, ensuring quick access to the most relevant information for each situation.

Language and Country Details Now Visible in Search Results

Search results in the Smart Assist and Knowledge Base Homepage Widget now display the language and country associated with each article upfront. This enhancement improves the usability of the Language and Country filters, helping agents quickly identify relevant content. By reducing visual clutter and aligning the interface with operational needs, this update supports faster decision-making and improves overall agent efficiency.

Updated Country Filter Behavior for Search in Agent Interfaces

The country filter in article search has been refined to improve usability:

• When a country is matched, the articles will now appear at the top regardless of alphabetical order.

• If no country is matched or selected, the list will default to alphabetical sorting.

This update ensures quicker access to relevant country-specific content while maintaining a consistent and intuitive filter experience.

Expanded List Formatting Options in Article Editor

You can now choose from a wider range of list styles when formatting content in articles:

• Bullet list options: Disc, Circle, and Square.

• Numbered list options: Numerical, Alphabetical, and Roman Numerals.

You can also mix bullet and numbered lists within the same list and specify the exact style you want for each list type.

Source Code Search in Knowledge Base Articles

You can now search within the source code of Knowledge Base articles. All instances of the search term are highlighted, allowing users to quickly locate, navigate, and review relevant sections. This enhancement improves code readability and streamlines debugging workflows, making it easier to manage and maintain technical content.

Nested Folder Support in Tiered Approval for Knowledge Base Articles

When configuring Tiered Approval for Knowledge Base articles, you can now use the Nested Folder option to set entry criteria that include all articles within the selected sub-categories. This ensures that any articles added to existing or newly created sub-categories are automatically included in the Tiered Approval workflow, maintaining consistency across your content hierarchy.

Additional Export Details for Knowledge Base Articles

When exporting articles from the Knowledge Base in Excel or HTML format, the export file will now include the following additional columns to provide more context and clarity:

• Hierarchy: Displays the full category path where the article is stored.

• Modified On: Shows the date and time when the article content was last updated.

• Created On: Indicates the date and time when the article was originally created.

• Created By: Lists the user who created the article.

Improved Visibility of Embedded and Referencing Content

You can now view the embedded content within articles or Content Blocks directly from the Third Pane. This includes hyperlinks to other Knowledge Base articles, DAM assets, Content Blocks, and Content Variables. Additionally, you can see a list of articles or Content Blocks that reference the selected item within your Knowledge Base.

This enhancement provides better visibility into content relationships and allows for quick navigation to all referencing items.

Community User Dimension Added to Social Analytics Data Source

We’ve added the Community User dimension to the Social Analytics Data Source for improved reporting, enabling you to identify which Sprinklr users have marked an article as helpful or unhelpful. Alongside this, key details such as the event timestamp and any comments provided are also captured. This feedback data provides deeper insights into article effectiveness and user engagement, enabling you to analyze and continually improve the quality of your Knowledge Base content.

Other Enhancements

Improved Permission Handling for Archiving in Knowledge Base

We’ve updated how the “Archive” action works in the Knowledge Base. Now, only users with the “Approval” permission can archive articles.

Alternative Text Editing Now Aligned with Image Source

We’ve updated how Alternative Text (Alt Text) can be edited based on the way images are added to articles:

• Images from Digital Asset Manager (DAM): Alt Text is not editable from the article editor. It must be updated directly in the DAM, and the same Alt Text will appear in all articles where the image is used.

• Images pasted or dragged into the article editor: Alt Text can be edited directly within the article editor.

Search Experience Improvements on Knowledge Base Homepage

When you search for articles on the Knowledge Base homepage and then view or edit an article, returning to the search results page will now retain your original search query and results. The list of articles will remain unchanged, and the scroll position will be restored to where you left off. This enhancement ensures a smoother and more consistent navigation experience while working with search results.

Live Chat

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

Translation Support for Co-browsing and Screenshare Invite Assets

Live Chat now supports translations for co-browsing and screenshare invite assets sent to customers when initiating a session. This enhancement allows agents to send multi-language invites tailored to the customer’s preferred language, improving clarity and customer experience.

Control Visibility of the User Feedback Option for Specific Brand Messages

You can now configure the visibility of the user feedback option at the asset level, allowing it to be shown only on specific brand messages instead of all automated messages by default.

This helps you focus feedback collection on high-value messages, while excluding low-impact ones like greetings or fallback responses. This ensures clean reporting and more accurate training of LLMs (Large Language Models) by reducing noise from irrelevant feedback.

Weightage-Based A/B Testing for Chat Trigger Icons

Live Chat now supports weightage-based A/B testing for Chat Trigger Icons. Percentage-based weightages (0–100%) can be assigned to different icon variants. Icons are served to users based on randomized traffic distribution according to the defined weightages.

View Message Receipts on Care Console for Live Chat Messages

In Care Console, agents can now view message receipts such as Sent, Delivered, and Read, which are indicated through ticks for their Live Chat messages. This helps agents track customer engagement and prioritize chats effectively.

Support for Markdown Content Customization

Live Chat now supports advanced customization within markdown content such as text formatting, unordered bullet lists, hyperlinks, embedded images, markdown tables, and more.

Add Cancel Button to Contact Details and Secure Forms

You can now add a Cancel button to the Contact Details Form (CDF) and Secure Form. This allows users to cancel the form if they do not want to submit their details, enabling them to continue with the workflow without interruption.

Display Case Closure Tags on Conversation History Cards

You can now configure case rules to display a Case Closure Tag on the Conversation History Card for closed conversations. This provides clearer context for users by showing why a case was closed or what it relates to.

Capture User Location Coordinates in Live Chat without Requiring a Google Maps API Key

Live Chat now supports capturing real-time location coordinates from users via browser-based geolocation, without requiring a Google Maps API key. This enables more accurate and efficient service delivery based on the user's current location.

Display Timestamp on the Right of the Message Bubble

You can now configure Live Chat to show the message timestamp to the right of the message bubble. This ensures better visibility of the timestamp.

Introducing Live Monitoring for Live Chat

Live Monitoring allows agents to passively view a customer’s real-time navigation on the brand’s website during a chat session.

This feature streams the user's active browser screen to the assigned agent with no need for user initiation or consent prompts, helping agents diagnose issues more effectively during support engagements.

Ability to Configure STT Icon Position in the Reply Box

You can now customize the position of the Speech to Text (STT) icon in Live Chat. The STT icon can be configured to appear on the left side and outside of the reply box for improved accessibility and user experience.

Draggable Chat Trigger Icon Across the Website

The Live Chat trigger is now draggable anywhere on the web page, instead of being fixed in position or draggable just in one direction.

Messaging

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

Automated Detection, Tagging, and Handling of Undelivered Emails

Sprinklr now provides automated detection and handling of undelivered (bounced) emails sent through Amazon Simple Email Service (SES). This enhancement ensures reliable communication and reduces the risk of repeatedly sending emails to invalid addresses.

Key Features

The following key features are introduced:

• Bounce Monitoring: Sprinklr tracks email delivery using SES callbacks.

• Automated Detection: When a recipient’s server returns a bounce error, SES provides detailed information, which Sprinklr automatically captures.

• Tagging and Handling: Undelivered emails are tagged and managed in the platform, enabling users to take corrective actions and maintain cleaner email lists.

Benefits

• Prevents repeated email failures by identifying invalid addresses.

• Improves overall email deliverability rates.

• Helps maintain sender reputation and compliance.

For more details, refer to this article.

Rule Engine Support for CC/BCC Fields

Sprinklr’s Rule Engine now supports recognition of email addresses present in the CC and BCC fields of incoming emails. This allows you to define routing or processing rules based on the presence of specific addresses.

Additionally, CC/BCC data can now be copied or stored into Message-level Custom Fields, enabling holistic visibility at the Case level and granular tracking at the individual message level.

Enhanced Error Notifications for SES Email Publishing

When an SES account added in Sprinklr encounters an issue during email publishing, you will now receive a notification detailing the error. You will be notified of the following error types: 

• Daily Message Quota Exceeded: Indicates that the total number of messages allowed in the past 24 hours has been reached. Wait until the quota resets to resume sending emails. 

• Maximum Sending Rate Exceeded: Indicates that the account has exceeded the allowed rate of email sending. 

• Recipient Limit Exceeded (> 50): Indicates that the email has more than 50 recipients (including CC and BCC). To resolve this, reduce the number of recipients to 50 or fewer. 

Authentication 2.0 Template Support for Apple Messages for Business

You can now create an Authentication 2.0 template for Apple Messages for Business. You can then use this template to send a message for secure login, ensuring a seamless login experience directly through the messaging channel.

Conversation Routing Support for Instagram Accounts

You can now enable Conversation Routing for Instagram accounts. Conversation Routing lets you route user messages to the right connected app based on how the conversation was started, whether through organic direct messages or sponsored ads.

You can configure multiple connected apps, such as Default and Marketing apps, and smoothly hand off conversations between them to match your business workflows. Agents can manually pass or release conversation control from the Care Console. Routing actions can also be automated using the Rule Engine, ensuring flexible and efficient management of Instagram interactions.

Typing Indicators for WhatsApp Conversations

The WhatsApp Business channel now supports showing typing indicators to the customer when an agent or bot is actively preparing a response.

This real-time visual cue helps set expectations during delays and enhances the overall customer experience by making conversations feel more natural and responsive.

Support for WhatsApp Business App Account

You can now add a WhatsApp Business App Account in Sprinklr that works seamlessly in both Sprinklr and the native WhatsApp Business App using the same phone number.

Key capabilities include:

• Embedded signup for WhatsApp Business App accounts

• Two-way message syncing between Sprinklr and the WhatsApp Business App

• Ability to send and receive messages in Sprinklr just like any other WhatsApp account

View WhatsApp Account-Level Properties

For WhatsApp accounts, new columns for Messaging Limits and Quality Rating have been added. These details are retrieved directly from Meta Business Manager and can be viewed on the Sprinklr Accounts page.

• Messaging Limits: Indicates the maximum number of messages a business phone number can send to unique WhatsApp users outside the customer service window within a rolling 24-hour period.

• Quality Rating: Indicates the quality of a message template based on usage, customer feedback, and engagement.

Image Caption Processing through Rule Engine

In the Rule Engine, a new condition (Search in media with caption) has been added under Conditions Applies to The Properties of the Message. This enables you to perform text-based operations, including regex searches, on captions of photo-type media messages.

While captions were previously captured, they weren’t accessible for querying or actions in the Rule Engine. Now, you can apply the same conditions and searches to media captions as you do with regular message text, enabling more comprehensive automation and filtering.

Outbound Voice & Dialers

The following features are being introduced in Sprinklr Service’s Outbound Voice & Dialers module:

Pacing Ratio Cap for Predictive Dialer Campaigns

To support compliance with regulations in various markets, Sprinklr’s Predictive Dialer now allows clients to set a maximum pacing ratio cap (For example, max 3:1) for campaigns and is for Predictive dialling using RL
Algo. While the dialer dynamically adjusts the pacing ratio in real-time to optimize agent utilization and answer rates, this enhancement ensures the pacing ratio does not exceed the configured legal limits, helping clients avoid penalties related to high call abandonment rates. This feature provides greater control and peace of mind for regulated environments while maintaining dialer efficiency. For more details, refer Maximum Predicted Pacing Ratio Limit and Minimum Predicted Pacing Ratio Limit.

Inline Queue Creation and Management in Dialer Profiles

We’ve enhanced the Dialer Profiles with inline queue creation capabilities, streamlining queue

management without leaving the profile setup. Users can now create new queues inline, edit existing segments directly, and clone existing queues, all within the Dialer profile interface. These new functionalities are controlled through permissions to ensure secure and appropriate access. This improvement accelerates configuration workflows and offers greater flexibility while maintaining governance over queue management. For more details, refer Predictive Dialer' Queue and Preview Dialer's Queue.

Cross-Campaign Prioritization and Weighted Dialing in Outbound Voice Campaigns

To better support complex call center environments where multiple campaigns share the same agent pool, we have introduced campaign-level prioritization and inter-campaign weightage controls. This enhancement allows admins to designate certain campaigns as critical, ensuring they are dialed before others. Campaigns within the same priority tier can now be assigned weightages to distribute dialing load proportionally. The shared agent pool is maintained while giving full control over call distribution across campaigns. A new, intuitive UI enables admins to easily configure campaign groups, set priorities, and define weightages—providing a powerful, flexible dialing strategy that aligns with real-world operational needs.

Enhanced Call Disconnection Messages Based on SIP Codes

To improve clarity and decision-making for agents, we have updated the call disconnection notifications to reflect the actual reason for call failure based on SIP response codes from the telephony provider. Instead of a generic message like "Customer rejected the call," agents now see specific snackbar popups indicating whether the call was declined, busy, invalid number, or other relevant reasons. This enhancement reduces confusion, enables more accurate lead handling, and supports better follow-up strategies by providing clear, actionable insights into call outcomes in real time.

Daily Outbound Call Cap for Agents Now Available

Administrators can now configure a daily cap on the number of successful outbound calls an agent can make, promoting fair lead distribution and balanced sales performance, particularly in industries like insurance and real estate. Once an agent reaches the set limit, they will no longer receive new leads for the day. However, callbacks, manual dials, and follow-ups marked as exceptions remain accessible. This new control can be easily configured under Unified Routing → Capacity Configuration. For more details, refer Configuring and Restricting Maximum Calls.

In Queue Callback

You can now configure Queue Callback in Sprinklr IVR workflows, allowing customers to request a callback while retaining their position in the queue. This feature improves customer experience by reducing wait times and agent idle time during high inbound volumes. It includes flexible options like dynamic callback number, preview time, expiration timeout, and integration with voice campaign settings, ensuring seamless routing and consistent agent assignment even during the callback flow. These enhancements deliver a smoother, more responsive experience for both customers and contact center teams. For more details, refer Queue Callbacks.

Enhanced Churn Reach Visibility and Actionable Previews

To improve campaign management and reduce errors in churn processes, we have added a preview feature that displays the number of retries scheduled for each category of telephony or business outcomes (For example, “Last telephony outcome = Customer Busy”) before executing a rechurn. Campaign managers can now see exact counts matching filter conditions and trigger rechurn directly from the preview rows, with conditions auto-filled for
convenience. This enhancement provides greater transparency, helps avoid accidental over- or under-churning of customer segments, and empowers managers with better control over campaign targeting. For more details, refer Rechurn.

Automated Agentless Voicemail Drop for Outbound Campaigns

To boost campaign efficiency and improve customer engagement, we have introduced automatic agentless voicemail drops in outbound calling campaigns. When the system detects voicemail using Answering Machine Detection (AMD), the agent is immediately freed to handle the next call, while a pre-recorded message is played automatically after the beep or timeout. This reduces agent wait time, maximizes resource utilization, and ensures consistent, on-brand messaging reaches customers even when they do not answer directly. Campaign managers can upload custom voicemail messages, and client admins gain visibility into the number of successful voicemail drops. This feature is ideal for sales pitches, reminders, and lead nurturing, turning missed calls into valuable touchpoints and improving overall campaign ROI.

Quality Management

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

Enhanced Coaching Session Filters by Case and User Custom Fields

To provide better analysis for Quality Managers, we have introduced advanced filtering capabilities for coaching sessions. Users can now filter coaching sessions based on user and case custom fields, enabling targeted review of sessions related to specific Trainee/ case attributes. For more details, refer Reporting Glossary for Coaching.

Feedback Review and Override Flow

Quality Managers now have greater control over automated evaluations and QA feedback with a new set of review tools. They can view all feedback entries along with key details, approve or reject feedback, and enforce mandatory comments for checklist items to ensure clarity and accountability. Additionally, authorized users can override item scores when clear inaccuracies are identified. Any score overrides automatically recalculates category and overall quality scores, ensuring more accurate and fair evaluations.

Audit Activity Logs for Enhanced Tracking

To improve transparency and traceability, Quality Managers can now view detailed audit logs in the case activity log for both manual and AI scoring events. This enhancement allows users to track when an evaluation is completed, including timestamps and relevant details, providing a clear history of actions and changes related to manual and automated evaluation. This visibility supports better oversight and compliance.

Language Expansion for AI Scoring

We have expanded the language base for AI Scoring to process Hebrew, Bosnian, Croatian, Czech, Estonian, Finnish, Hungarian, Latvian, Lithuanian, Romanian and Norwegian.

Reporting and Analytics

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

Enhancement to Persona View Export through Permission Control

In this update, a permission check has been enforced for the export widgets option in Persona View. Previously, all users could access the export option, even if they didn’t have the Reporting Export permission. With the standardization of this check, only users who have been explicitly granted the Export permission will be able to export widgets. For users who already have this permission assigned, the functionality will continue to work as expected. For those who do not, they simply need to adjust the permission according to their use case. This change ensures more secure and consistent access control across reporting features.

Alerts in Reporting

In this release, custom volumetric alerts are now supported across Service Analytics and Task. This enhancement allows users to set up personalized thresholds and receive alerts based on volume trends within these additional datasets, enabling more proactive monitoring and quicker response to changes in key operational metrics.

Enhancement to Pivot Table Visualization

Let's have a look at the enhancements:

• You can now hide headers beyond Level 1 in Pivot Table widget configurations. This new option allows you to reduce visual clutter, making it easier to focus on key data and maximize on-screen visibility. It’s especially valuable when working with deep hierarchies or multi-level expansions, helping you streamline your analysis and improve overall efficiency when navigating complex datasets.

• The Pivot Table widget now retains its previous view state, including all expanded rows and drop-downs , even after you switch between tabs within the Sprinklr environment. This enhancement helps you maintain continuity in your analysis without the need to re-navigate through complex data hierarchies.

Widget Configuration - Support of Bulk Selection of Multiple Values in Filters

To improve reporting efficiency and user experience in Sprinklr, we are introducing a new enhancement that allows users to bulk filter across both standard dimensions and custom fields (specifically those of type Single Select and Multi Select Picklist). A maximum of 100 values can be added at a time during bulk filtering.

Sevice Analytics

Let's have a look at the updates to Service Analytics:

Integration of Service Analytics URL & Metrics in Persona Manager

Support for Service Analytics Dashboards and Filtering has been extended to Persona Views through a simple permission check while building Personas. This ensures a seamless experience with reports created using the Service Analytics in Persona View.

Governance basis Work Queues in Voice (& Digital) Reports

Users who had all permissions enabled could access data from all work queues within a Workspace (If a queue was shared, it displayed its actual name; if it was not shared, it showed up as the Queue ID). This may result in governance challenges, as it permitted access to data from queues that could be irrelevant or not meant for use. To tackle this and improve governance in Reporting, we have implemented advanced Work Queue Governance Controls. With this feature activated, users will only have visibility of data from queues that are specifically shared with them, their workspace, or their user group (according to the configuration). This guarantees enhanced access control and safeguards against unauthorized data visibility.

Addition of Service Analytics in Target Metrics Screen

We have extended support for creating Target Metrics to include Service Analytics as a data source. This now allows you to create and use target metrics for Service Analytics, helping you set accurate targets and monitor performance more effectively.

Translation Support for Reporting UI (Widget Builder, Reporting Screen, etc.)

Support for platform localization and translation has been extended to Service Reporting, in line with ongoing platform-wide efforts. When configured, this feature enables translation of the Widget Builder, field labels, field descriptions, and custom fields (as an extension of platform-wide support).

This enhancement ensures a more consistent experience across the platform when operating in different locales.

Enhancement to Standard Metrics - First Contact Resolution %/ Repeat Contact Rate

We've improved the First Call Resolution (FCR) calculation with a new toggle option that, when enabled, enhances accuracy by incorporating Disposition and Sub-Dispositions into the FCR logic. Previously, FCR was determined solely by comparing two call events. With this update, the system now evaluates both call history and disposition data to more accurately classify outcomes as FCR or RCR (Repeat Call Resolution), providing a more comprehensive view of resolution metrics.

Additions and Updates to Standard Dashboards

There are several new additions and improvements to the Standard Dashboard, aimed at enhancing usability, performance, and overall reporting experience. These updates provide more flexibility in customization, improved data handling, and streamlined workflows for users across various use cases.

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Supervisor Console

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

Configure Default Metrics in the Live Monitoring Screens

The default metrics or columns displayed on live monitoring screens, such as Agents, Queues, and Campaigns can now be configured. This enhancement allows supervisors to view a customized monitoring interface tailored to their operational needs, ensuring the most relevant metrics are visible by default.

Persona App Controls for Grouped Queues and Grouped Queue Monitoring

The following persona app-level controls are introduced for Grouped Queues and Grouped Queue Monitoring:

• Add Grouped Queues and Grouped Queue Monitoring: Admins can now add Grouped Queues and Grouped Queue Monitoring screens as menu items directly from the Persona App Manager. When adding these items, you must select the appropriate Record Manager to associate with each screen.

• Customize Summary View for Grouped Queues and Grouped Queue Monitoring: Admins can now customize the summary view of the Grouped Queues and Grouped Queue Monitoring screens by selecting which metrics to display through the Persona App Manager. Additionally, drilldowns can be configured for each selected metric, enabling deeper insights directly from the summary view.

Metrics Drilldown Support in Grouped Queue Monitoring

Admins can now configure metric-level drilldowns for columns in the Grouped Queue and Grouped Queue Monitoring screens via the Record Manager. This enables supervisors to click on key metrics to view detailed trend data. With this enhancement, supervisors can quickly investigate anomalies or performance issues without navigating away from the monitoring screen.

Case SLA Metrics in Grouped Queue and Grouped Queue Monitoring Summary Views

Admins can now include Case SLA report metrics in the summary views of the Grouped Queues and Grouped Queue Monitoring screens via the Record Manager.

Available SLA metrics:

• First Response SLA

• Case First User Response SLA

• Case Next User Response SLA

• Case First User Response SLA from Assignment

• Case Count (Inbound Case Report)

• Case First User Response Count Within SLA (SLA Report)

• Current Time Spent in Queue

• Case Processing SLA

These metrics provide deeper visibility into SLA performance, enabling more accurate resource planning, improved SLA compliance, and faster decision-making to maintain service quality.

Support for Agent Occupancy and Performance Metrics in Grouped Queues and Grouped Queue Monitoring

Supervisors can now monitor Agent Occupancy and Agent Performance metrics directly from the Grouped Queues and Grouped Queue Monitoring screens. These metrics can be added and configured via the Record Manager.

Available Agent Occupancy and Agent Performance metrics:

• Agents in Break status Queue

• Agents in Backoffice status

• Agents in Lunch status Queue

• Number of Offered Calls (Queue)

• Agents in System issue status Queue

• Sprinklr AI+ Generate Summary for Ongoing Cases

Generate Case Summary with Sprinklr AI+

Supervisors can now generate a smart summary of active cases agents are handling, generated by Sprinklr AI+. This option appears when an agent is in the Working on Case state and provides key context details before supervisors join the live interaction.

The Smart Summary includes details such as case number, customer predicted CSAT, case duration, reason for contact, and agent actions taken. By having this information upfront, supervisors can make faster, more informed interventions, leading to improved resolution times and more effective case management.

Unified Routing

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

Dependency Search Capabilities for Queues

We have introduced Dependency Search functionality within the Queue Manager module to enhance visibility and control over queue configurations. A new tab, Usage is added to help users safely manage and update queues. The Usage tab displays all workflows and configurations where a queue is actively used. These enhancements significantly reduce the risk of unintended impacts during configuration changes and promote safer, more informed updates. For more details, refer Queues Usage.

Refined Daily Assignment Logic for Voice Calls

To improve accuracy in workload management, we have refined the daily assignment logic for voice calls. Previously, all voice interactions, including callbacks and dialers were counted towards an agent’s daily assignment limit. With this enhancement, only calls to new leads are counted, while callbacks, retries, and customer-requested calls are excluded. The Voice Backend tag each call with its Dialer Type, call direction, and connection status to determine eligibility. Additionally, the Capacity Profile UI is updated: when the channel is set to Voice Call, a new toggle, "Ignore from daily assignment capacity" is now available. You can choose between ignoring all calls in the group or ignoring specific call types, with multi-select filters for call type and direction. This update ensures more precise tracking and prevents non-productive or follow-up calls from impacting daily limits. For more details, refer Creating Capacity Configuration.

Historical Wait Reasons in Debug Console for Unified Routing

To simplify and streamline the debugging of agent assignment issues in Unified Routing, we have introduced Historical Wait Reasons in the Debug Console. This enhancement builds on existing initiatives like the Unified Routing Dashboards and Live Assignment Wait Reasons by providing users with clear visibility into past assignment delays at the case level. With this feature, users can now trace assignment issues over time without relying heavily on support teams, reducing turnaround time and improving self-service debugging. This is a significant step toward empowering both internal and external users to independently identify and resolve routing concerns, especially in cases stemming from configuration or understanding gaps rather than product issues. For more details, refer Historical Assignment Wait Reasons.

Skill-Based Agent Eligibility at Queue Level

To provide greater flexibility in agent assignment and better handle workload fluctuations, we’ve introduced queue-level skill-based eligibility using OR logic. Admins can now define skills with proficiency thresholds directly at the queue level, allowing agents who meet these skill conditions to be dynamically included, in addition to those assigned via users or user groups. The new logic determines eligible agents as: (Users) OR (User Groups) OR (Skills meeting threshold). This enhancement simplifies temporary agent transfers and expands the pool of assignable agents without requiring changes to user groups. A new, user-friendly UI allows admins to configure multiple skills with OR conditions, making skill-based routing more powerful and easier to manage. For more details, refer Assignees.

Granular Roles and Permissions for Unified Routing

We have introduced a new set of granular permissions for Unified Routing, providing administrators with enhanced control over specific entities and actions within the module. As part of this update, existing permissions have been seamlessly migrated to the new model to ensure continuity. These refined controls offer improved flexibility and precision in managing access across teams. For more details, refer Unified Roles and Permissions.

Voice IVR

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

Node Analytics in IVR Flow Reporting

Introducing Node Analytics in IVR Flow Reporting. When you select a specific node and click the Node Analytics button, a third-pane drilldown view opens with:

• All Cases View – Displays all cases that passed through the node.

• Fallback Cases View – Displays only fallback cases.

Each case in the view is clickable, allowing you to open and inspect details directly from the IVR flow.

This feature eliminates the need to switch between reporting modules and reduces the time and effort required for debugging.

For more details, refer to Node Analytics in IVR Flow Reporting.

New Nodes in Wait Time Queue IVR

The following new nodes are now available in Wait Time Queue IVR, enabling greater flexibility in configuring flows based on your use cases:

• Update Records: Updates specific fields in an existing record (such as Case, Contact, or Appointment) during the IVR flow. Useful for modifying customer details, case statuses, or appointment times dynamically.

• Get Records: Fetches records from the system based on defined filters or criteria. This node helps retrieve data (like open cases, alerts, or appointments) to guide the next step in the IVR flow.

• Create Records: Creates a new record in the system while the caller is in the IVR flow. Common use cases include creating a new Case, Contact, or Service Request automatically from customer input.

• Work Queue Properties: Configures and assigns properties to a selected work queue. This node controls how tasks are routed and ensures the right queue or agent handles the appointment, case, or callback.

• Send SMS/Email: Sends an SMS or Email notification to the customer directly from the IVR flow. Often used to confirm actions (like appointment booking), share case details, or send reminders.

Cancel Assignment Node in Wait Time Queue IVR

A new Cancel Assignment system node has been added under Wait Time IVR.

• This node addresses a race condition where an agent could be assigned after the customer has opted for a schedule callback.

• After cancellation of the task, you can now use Schedule Callback node inside Wait Time Queue IVR without worrying about the race condition where agent gets assigned to a customer who has already scheduled a callback

This ensures a smooth exit for both the customer and the agent, avoiding confusion when callbacks are made or calls are disconnected.

For more details, refer to Wait Time Queue IVR.

Introducing Count Records Node in IVR Builder

The Count Records node, previously available in Guided Workflow, is now extended to IVR Builder. This node allows you to count records based on defined conditions and use the results to drive flow decisions.

Refer to IVR Components for more details.

Introducing Timeout Field in VXML Node

 A Timeout field has been added to the VXML node to handle delays in establishing a connection.

• If the connection is not established or response is not recieved within the configured timeout (t seconds), the call is routed to failure.

• A new field is also available to store the Voice status in a variable. This status can be used in decision logic to customize the workflow.

• For existing VXML nodes, the fallback behavior remains unchanged and continues to follow the default voice settings.

This update prevents unnecessary fallback calls and provides more control over VXML node behavior.
For more details, refer to Configure VXML Connect Node in IVR.

Slot-Based Appointment Booking in IVR 

We have expanded Appointment Booking (Slot-Based) within the IVR flow to improve callback scheduling.

Capabilities

• Fetch and present available callback time slots to the customer.

• Allow customers to select and confirm a slot using DTMF input.

• Provide flexibility in the number of slots displayed and navigation options.

• Ensure a simple, user-friendly interaction flow.

New IVR Nodes

1. Fetch Appointment Slots – Displays the next n available time slots.

2. Confirmed Appointment – Confirms the customer’s selected time slot.

3. Cancel Appointment – Allows customers to cancel a previously booked slot.

This enhancement helps distribute callbacks evenly throughout the day, reduce wait times, and prevent operational overload during peak hours.

Voice Recording

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

Introducing Recording Manager

Sprinklr now provides the Recording Manager, a centralized tool to create, configure, and manage recording policies across your environment.

With Recording Manager, you can:

• Define entities, conditions, and actions to control when and how calls are recorded

• Use the Workflow Builder to design flexible policies that meet business and compliance needs

• View, edit, or audit existing policies from the options menu

This feature helps ensure consistent recording practices and supports compliance with organizational standards.

Refer to Recording Manager for more details.

Introducing Recording Schedule Manager

The new Recording Schedule Manager gives you a centralized dashboard to view and manage all recording schedules in your Sprinklr environment.

From the Recording Schedule Manager, you can:

• Review all configured recording schedules

• Create new schedules to define when recordings should occur

• Edit existing schedules

• Track changes with the Audit Trail, including the user and timestamp of each update

This feature ensures consistent and predictable recording practices across your organization.

Refer to Recording Schedule Manager for more details.

Workforce Management

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

Forecasting Enhancements

We have introduced the following enhancements to Forecast Scenarios:

• You can now configure the Working Period and Working Days per week directly within the Master Forecast view, using Daily and Weekly granularity, respectively. This provides greater flexibility in aligning forecasts with your organization’s scheduling preferences.

• You can now export Forecast Scenario and Master Forecast data in Excel (.xlsx) and CSV formats. Additionally, you can choose your preferred time granularities, such as 15 minutes, hourly, daily, or weekly, ensuring the exported data aligns with your reporting needs.

• We’ve added support for daylight saving adjustments in What-If Scenarios, ensuring accurate forecasting even during seasonal time changes. This enhancement also accommodates time zone differences, enabling seamless collaboration when users from different geographical locations access the same scenarios.

• The volume distribution from the Parent Forecast Scenario to the Split Forecast Scenarios has been refined to more accurately reflect the defined percentages, ensuring a fairer and more balanced allocation.

Scheduling Enhancements

We have introduced the following enhancements to Schedule Scenarios:

• We have added pre-validation while creating Automatic Schedule Scenarios. All agents in the scope must have a Schedule Policy (Work Contract, Assignment, and Day Off) assigned, and all selected Workloads must have data published in the Master Forecast for all intervals in the selected date range.

• You can now configure the daily Working Period while viewing Schedule Scenarios. This provides greater flexibility in aligning the Staffing Metrics with your organization’s scheduling preferences.

• You can now drag and drop Out-of-Office Activities marked as Time Off or not into the schedule to represent unplanned Time Offs or no-shows.

• The Alerts pane has been enhanced to support more efficient filtering. New features include a search bar, a date range selector, and filters by agent name and alert type.

• You can now swap or interchange multiple Shifts between two agents within a Schedule Scenario, enabling more effective schedule management. This functionality is available in the Multiday View, making it easier to adjust assignments and maintain coverage with minimal effort.

• The Master Schedule data will now be automatically synced with the respective Schedule Scenario data if it has no unpublished changes. These include changes made to an agent’s schedule through Time Off, Shift Trade, Shift Change, or Overtime requests. This auto-sync capability will improve the intraday management workflow.

• While viewing schedules in Schedule Scenario or Master Schedule in the Multi-day View, hovering over the agent's schedule will now display details such as Split Shifts, work location (office or home), and Preference accommodation status.

• We have introduced the Activity Metrics drawer while viewing Schedule Scenarios in Intraday View. It helps you quickly identify agents scheduled for specific Activities and compare required versus scheduled staffing levels.

• We have introduced the Seat Utilisation drawer while viewing Schedule Scenarios in Intraday and Multi-Day View. It displays details of agent work modes (Work from Home and Work from Office) assigned to agents for each interval.

• You can now sort agents while viewing Schedule Scenarios and the Master Schedule based on their name (alphabetically), Shift Start Time, or Shift End Time.

• You can now view an audit trail of changes made to each agent’s schedule in both the Schedule Scenario and Master Schedule. The audit includes details such as who made the modification, when it was made, and the source. While viewing Schedule Scenarios, you can restore any of the agent’s previous schedules.

• Dragging and dropping an Out-of-Office Activity (included or not included as Time Off) from the Activity Catalog can now be applied to the entire Shift.

• Error messages have been redesigned with clearer, more intuitive language that explains the issue and guides you on the corrective action. The messages are now easier to understand, helping you resolve problems quickly and complete workflows successfully. At the same time, they continue to include all relevant technical details needed for effective debugging.

​Introduced the Intraday Reforecasting Capability

We have introduced a new Reforecasting feature that automatically refines intraday predictions for key parameters such as volume and Average Handle Time (AHT). By combining the generated forecast data with real-time ACD trends, this capability improves the accuracy of intraday forecasts and ensures predictions adapt dynamically to evolving patterns throughout the day.

Enhancements to Workloads

• The process of ingesting historical data using Custom Entities can now be mapped from the Workload creation workflow itself.

• We’ve updated the Workload cloning process to improve usability and streamline user interactions.

Create Custom Fields with Workforce Management Entities as Source

You can now create Custom Fields with Workforce Management entities as source values, such as Shift, Workload, and Shift Pattern. These fields can be used to tag agents with relevant attributes, enabling more efficient planning and filtering.

New Metrics Added to Shrinkage Report

We’ve introduced the following new metrics to the Shrinkage Report to enhance reporting capabilities.

• Count of Agents (Scheduled): This Metric provides details on the number of agents who are scheduled to do a certain Activity.

• Count of Agents (Actual): This Metric provides details on the actual number of agents who utilized the Activity.

These additions allow you to compare the number of employees scheduled versus the number actually utilized for each Activity.

Rolling Date Range Support for Schedule Views

We’ve added support for rolling date ranges in both Schedule Scenarios and the Master Schedule. With this enhancement, the selected date range will automatically update over time, creating a dynamic window for tracking schedules. This ensures that the start and end dates adjust continuously, allowing for more seamless and up-to-date schedule monitoring.

Introducing Session Planner Policies

We’ve introduced Session Planner Policies to bring consistency and control to session planning across the organization. Quality Managers (QMs) can now schedule ad-hoc meetings directly in agents’ schedules to address performance gaps or training needs. The Session Planner Policies define which Quality Managers (QMs) are authorized to schedule meetings, the types of activities they can plan, and how far in advance they can submit requests. This ensures a standardized and governed approach to scheduling sessions.

Introducing Overtime Policies

We’ve introduced Overtime Policies to help Workforce Managers control which agents are eligible to apply for Overtime Slots. These policies allow you to set daily and weekly limits on overtime duration, promoting a healthier work-life balance. Agents will require an Overtime Policy assigned to them to be able to request Overtime Slots.

By automating eligibility and enforcement, this feature eliminates manual tracking, reduces inconsistencies in overtime allocation, and ensures agents follow clear, predefined guidelines when requesting overtime.

Enhancements to Schedule Policies

We have introduced the following enhancements to Schedule Policies:

• You can now specify the distribution between agents’ work modes (Work from Home and Work from Office) while configuring the Work Contract-type Schedule Policy. The system assigns agents to each mode based on the defined percentages.

• You can now choose whether the Day Off-type Schedule Policy should be Static or Dynamic. Static policies allow you to specify exact combinations of days on which days off can be assigned. Dynamic policies, on the other hand, let you define the number of days off per week and set a minimum gap between them. Based on the configured settings, the system will automatically assign the appropriate Day(s) Off.

• The Shift-type Schedule Policy is now merged with the Assignment-type Schedule Policy.

• Shift Bags functionality in the Assignment-type Schedule Policy has been deprecated.

• Shift Patterns in the Assignment-type Schedule Policy can now be configured to be assigned on a fixed or rotational basis.

• You can now add or remove agents directly within the Schedule Policy assignment workflow. This allows for greater flexibility when managing policy assignments, making it easier to tailor scheduling rules to individual agents as needed.

Enhanced Visibility into Request Approval Workflows

The approval workflow for requests created by agents (such as Time Off request or Shift Change request) is now clearly displayed from the Third Pane of the request. If the associated policy requires tiered approval, all reviewers involved will be listed along with the current status of each approval stage. The system also shows the timestamp of each approval or rejection, along with any comments provided by the approvers, offering full transparency throughout the process.

Agent-Specific Time Off Calendar View

You can now configure the Time Off Calendar to display data specific to individual agents. This personalized view allows agents to easily track the status of their submitted requests in a calendar format. Agents can also submit new Time Off requests, as well as edit or delete existing ones, all within the same streamlined interface.

Improved Policy Assignment Interface

We’ve enhanced the interface for assigning Schedule Policies and Time Off Policies. Additionally, when performing bulk assignment of policies, you can now easily select or deselect individual agents from a dropdown list, offering greater flexibility and control during policy configuration.

Supervisors Can Submit Time Off Requests on Behalf of Agents

Supervisors can now submit Time Off requests on behalf of agents. This feature is especially useful in situations where agents may not have system access due to network issues, technical difficulties, sudden emergencies, or when they are on vacation. It ensures that Time Off can be accurately recorded without disruption.

Introduced New Dimension for Improved Reporting on Night Shifts

We’ve added the Shift Start Date Dimension to both the Schedule Adherence Report and the Schedule Report. This enhancement is useful for reporting on night shifts that span multiple calendar days. For example, a Shift starting at 10:00 PM on September 1 and ending at 3:00 PM on September 2. The entire Shift duration is now attributed to the calendar date on which the Shift begins, ensuring more accurate and consistent reporting.

Enhancements to Shift Pattern Functionality

We have introduced the following enhancements to the Shift Pattern functionality:

• You can now select multiple shifts for each day of the week when creating shift patterns, offering greater flexibility in scheduling.

• Shift Patterns can now be exported for easier sharing and analysis.

• The following fields have been renamed:

  • Scheduled Time to Total Scheduled Time.

  • Paid Time to Total Paid Time.

  • Unpaid Time to Total Unpaid Time.

    Values in these columns are now displayed as ranges, calculated based on the minimum and maximum durations of the Shift and associated Activities. This provides a more accurate representation of potential working hours.

Enhancements to Agent Preferences

We have made the following enhancements to the Agent Preferences functionality:

Standard Preference Type

• All Schedule Policy types (Work Contract, Assignment, and Day Off) must be validated.

• If the request is not approved, agents will be assigned Shifts based on their assigned Schedule Policies.

Custom Preference Type

• Schedule Policy validation has become optional.

New Dimensions Added to Schedule Report for Shift-Level Notes

We have added the following Dimensions to the Schedule Report under the Workforce Management Report Group for improved reporting on Shift-level notes used in Schedule Scenarios:

• Note: Shows the note/comment added in the agent’s Shift.

• Note Created At: Shows when the note was created.

• Note Created By: Shows who created the note.

• Note Last Updated At: Shows when the note was last updated.

• Note Last Updated By: Show who last updated the note.

Configurable Work Mode Assignment (WFO/WFH)

You can now configure whether agents are assigned to Work from Office (WFO) or Work from Home (WFH) modes. This flexibility allows you to manage workforce distribution more effectively by defining work mode assignments directly within the scheduling process. It can be done by configuring the Work Contract-type Schedule Policy and Schedule Scenario.

Other Enhancements

• For published Schedule Scenarios, approved Time Off requests will appear directly on the Master Schedule and the agent's My Schedule.

• Quality Managers (QMs) can now schedule ad-hoc meetings directly in agents’ schedules to address performance gaps or training needs. This feature supports optional approval workflows and includes dynamic validations to ensure compliance with scheduling rules.

• You can now view, update, import, and export agent-level Custom Fields directly from the Agent Management Record Manager. The data is present in a tabular format with inline edit support, enabling real-time updates without navigating away. This enhancement streamlines workflows and improves operational efficiency.

Thank you for using Sprinklr Service. The 20.10 release brings significant enhancements and new features designed to make your experience even better. Please contact us at tickets@sprinklr.com for any questions or assistance.