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.

Supervisor Console

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

Introducing Aggregate View in Live Case Monitoring Screen

The Live Case Monitoring screen now includes an Aggregate View that gives supervisors a high-level overview of all live cases and their current states. Supervisors can click on any case state to filter the case table and display only the relevant cases.

Cases are aggregated based on the following criteria:

• Channels: Voice, WhatsApp, Email, Live Chat, and other supported channels

• Case States: Active, Waiting, On Hold, Closed, and others

• Escalated Cases: Count of live nudges raised on ongoing cases

This enhancement helps supervisors quickly assess case distribution, identify escalations, and monitor overall performance. For more information, see Case Monitoring Components.

Proactive Alerts for Escalated Cases on Live Case Monitoring Screen

The Live Case Monitoring screen now supports proactive alerts for escalated cases that have a supervisor nudge. These nudges may be triggered by an intent model or specific keywords.

For an escalated case, a red flag () icon is displayed in front of the case number for quick identification. Supervisors can hover over the icon to view key case details, including the case number. This prompt alert enables supervisors to quickly review the escalated case and take timely actions, without having to switch screens.

For more information, see View Escalated Cases.

Support for Sorting by Agent Name

Supervisors can now sort the table view in live monitoring screens by agent name in either ascending or descending alphabetical order.

For more information, see Supervisor Console Metric Adjustments table for Agent Monitoring and Queue Monitoring.

Care Console

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

Enhanced Bulk Deletion for Voice Recordings

In Care Console, the bulk delete action for voice recordings now permanently deletes the selected recordings from the backend, rather than soft-deleting them. To clearly reflect this behavior, the action label has been updated to Purge Recording.

The Purge Recording button appears when multiple voice recordings are selected in the conversation pane. Using this action ensures that recordings are fully removed from the database and supports compliance with regulatory requirements.

For more information, see Bulk Actions on Messages.

Use Case Description Field in Case Creation and Update Rules

You can now reference the Case Description system field in both case creation and case update rules within the Rule Engine. This enables you to copy the case description into custom fields.

Once copied, the Case Description can be used in workflows or displayed on the UI wherever needed. This enhancement makes the case description more accessible to agents and supervisors and improves its utilization.

For more information, see Using Case Description in Rules for New and Updated Cases .

Consistent Username Suggestions for Tagging in Care Console Reply Box

In the Care Console Reply Box, when tagging a user by typing @, a list of suggested usernames is displayed. The post author’s profile is now displayed at the top, followed by other contributing profiles in the conversation.

This update aligns the username suggestion logic in the Care Console with the behavior in Community channel. With this enhancement, agents can now quickly and accurately tag the relevant users in replies.

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

Unified Routing

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

Enhanced Work Queue Metrics for IVR and API Integration

We have enhanced the Work Queue Properties in both the IVR and Work Queue Properties API to improve visibility and accuracy of key operational metrics. This update introduces support for skill level case grouping to deliver more precise estimates for various work queue properties. New properties added include: Max Idle Time of Agent, Oldest Customer Wait Time, and Number of Logged-In Agents. These enhancements ensure greater industry parity and provide more actionable insights for contact centre management. For further details, see Key Work Queue Properties.

Enhancements to Forecast Driven Distribution for WFM Integration

Updates have been made to the Unified Routing (UR) Forecast Driven Distribution logic to support the distribution feature on the WFM side. A new input field, Parent Workload, has been added to the Queue Edit Page, enabling the system to preload associated child workloads, fetching the split percentages of case volume among the child workloads. The configuration for the user groups associated with the child workload is done at the child workload level on WFM side and are fetched in UR through child workloads. All these changes will be captured in the Queue audit for transparency and traceability. For further details, see Forecast Driven Distribution.

Backup Eligibility Parameters for Work Queues

The Backup Eligibility Parameters introduces a new configuration step in the work queue’s general settings page, allowing adminstrators and supervisors to define backup eligibility using multiple queue metrics—such as SLA, active agent count, customer wait time, and agent capacity.

With the new eligibility settings, supervisors can define specific performance criteria that a backup queue must meet to handle overflow cases. If the backup queue’s metrics fall below these thresholds, the agents will not be eligible to act as backup, ensuring that only queues operating at an acceptable level provide support. SLA targets and durations can be specified here. For further details, see Backup Eligibility Parameters for Work Queues.

Outbound Voice & Dialers

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

Duplicate File Name Validation for Data Connector Uploads

To improve data integrity and avoid conflicts, a new validation has been introduced to prevent duplicate file names during uploads via Data Connectors. This check scans the entire partner environment to ensure that files with the same name aren’t uploaded more than once. For manual uploads, users will receive a clear error message if a duplicate is detected. For SFTP uploads, duplicate files will automatically fail and be redirected to the failed directory, with instructions to rename the file before retrying. For further details, see View Data Connector. 

Enhanced Failure Reason Visibility in Data Connector Ingestion Audit Trails

You can now view detailed failure reasons in the Complete File Ingestion Audit Trails for Data Connectors. If a file upload fails due to missing mandatory columns, the system will display a clear and accurate message—such as “File upload failed due to missing mandatory columns”—instead of incorrectly showing a successful upload. This enhancement reduces confusion and minimizes notification clutter, especially when multiple required columns are missing. For further details, see File Upload and Create Schema.

Support for Tilde (~) Separator in Feedback File Extract Generation

The Feedback File Extract Generation process now supports the tilde (~) symbol as a valid separator, enhancing flexibility and reducing formatting issues during data processing. Support for the tilde separator has been added to both the new extract generation workflow and the existing configuration file-based process, ensuring a more seamless and reliable extract generation experience.

Support for "Current Phone Number" as a Condition in Retry Strategy Rules

You can now use Current Phone Number as a condition when configuring retry strategy rules. This enhancement provides greater control and flexibility in defining call retry logic, allowing strategies to be tailored based on the phone number currently in use. It helps ensure more accurate and targeted retries, improving overall campaign effectiveness. For further details, see To Configure Advanced Retry Strategy.

Pre-Call Automation

You can now simplify and streamline your Pre-Call Automation setup in Sprinklr with the introduction of the Custom Field Action Manager. This enhancement allows users to define and manage actions based on custom field values more efficiently, making it easier to personalize automation rules and drive better campaign outcomes. For further details, see Pre-Call Automation.

Manage Pipeline

You can now automatically delete files from the FTP directory after successful ingestion using the new "Delete files from directory" checkbox. This enhancement helps prevent storage buildup and reduces security risks by allowing users to control post-upload file cleanup directly from the pipeline configuration.

Quality Management

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

Revamped Grammar-Based Agent Quality Model with LLM Support and UI Enhancements

The Grammar-based Agent Quality Model is updated to a more advanced Large Language Model (LLM). You can select from supported languages (starting with British and American English), configure grammar sub-categories via a multi-select picklist, and define text exclusions to ignore specific words during grammar evaluation. Additionally, enhancements to the Automated Checklist Builder streamline the scoring setup, displaying only relevant fields and allowing scoring based on mistake counts or ratios, with sub-category filtering for more precise evaluation. These improvements provide greater flexibility, accuracy, and language support for assessing agent communication quality. For further details, see Creation of Grammar Type Agent Quality Model.

Messaging

Source Agnostic Enhancements

With the 20.4.1 release, you can now see the delivery status of messages from source agnostic accounts in Sprinklr. Additionally, error logs for each message are now available, helping you troubleshoot issues more easily.

Live Chat

Language Support for Spanish (Latin America)

The 20.4.1 release adds Spanish (Latin America) support to the Live Chat widget. This enhancement allows you to better serve your Spanish-speaking customers in LATAM, improving user experience and satisfaction. To know more about this feature, refer to the Multi-lingual Support in Live Chat article .

Ability to view previous live chat conversations

You can now view previous conversations in live chat even when the scope is set to conversation. This enhancement allows users to access all past interactions without needing to return to the home screen.

Guided Workflows

Ability to dynamically assign cases to work queues using ‘Assign Case’ node

The 20.4.1 release allows you to choose and assign cases dynamically to work queue using the ‘Assign Case’ node. Within the ‘Assign Case’ node, the work queues can now be selected dynamically using the resource selector by specifying the work queue ID. This update makes case assignment using work queues easier and improves the workflow experience. To know more about this feature, refer to the Perform System Actions inside Guided Workflow article.

Ability to add note in call pop-up using ‘Transition Screen’ node

The 20.4.1 release allows primary agents to add call context note while transferring calls to secondary agents using the ‘Transfer To Voice(Queue)’ and ‘Conference To Voice(Queue)' options within the ‘Transition Screen’ node .

This enhancement improves agent efficiency and enhances customer experience by providing the necessary context to secondary agents. To know more about this feature, refer to the Perform System Actions inside Guided Workflow article.

Support for restricted keyword validation

The 20.4.1 release introduces a new validation mechanism within ‘Custom Field’, ‘Email Input’, ‘Number Input’, ‘Phone’, ‘Rich Text Input’, ‘Text Area’, and ‘Text Input’ components that checks user input against a list of restricted keywords. If a restricted word is detected, the user is prompted with an error message to fix the issue. This feature enhances compliance and ensures users adhere to predefined guidelines. To know more about this feature, refer to the Take Inputs within Screen article.

Ability to display all or only available days in ‘Appointment Slot’ component

The 20.4.1 release introduces an option to display only available time slots in the 'Appointment Slot' component. A new toggle button labeled 'Show only available slots' allows you to switch between displaying all slots (with the unavailable dates greyed out) or only available slots (with the unavailable dates not displayed at all). This feature helps reduce confusion among the users regarding the available dates while booking slots and improves user experience. To know more about this feature, refer to the Take Inputs within Screen article.

Community

Special character inconsistency issue fixed

The 20.4.1 release resolves an inconsistency with special characters on the Community platform where the letter "é" was sometimes replaced with a "&". This fix enhances the user experience by improving the readability of the content, and it prevents similar issues in the future.

First and last name exposure in community notification issue fixed

The 20.4.1 release now ensures user anonymity in the notifications panel by setting the alt title to the username when the Make Name Anonymous configuration is enabled. This update addresses the issue where the First and Last Name of users were exposed in tooltips when hovering over avatars. This enhancement helps maintain user privacy and consistency across various pages.

Call Control

Configuring Whisper Tones for Agents

Sprinklr Service Admins can now configure whisper tones for service agents who are handling voice calls using Twilio. Whisper tones provide critical information to agents before the call setup is completed. Whisper tones can be customized based on queue, skill, language, or specific custom properties such as Case Custom Property. The Whisper tones are defined in voice application. Refer to this article for more information on configuring Whisper Tone, Add a Twilio Voice Account .

For example, if the call is regarding laptop. The admins can configure whisper tone saying that the call is regarding laptop and this whisper tone will be played to the agent after the agent accepts the call.

The whisper tone is played immediately after the agent accepts the call and before the call setup is complete.

This behaviour is consistent across all call scenarios, including:

• Direct call handling

• Blind transfers

• Warm transfers

• Add call option

Admins will be able to upload whisper tones from DAM (Digital Asset Manager) or a local path.

ACW

Introduction of Description field for Screen components and Disposition Fields

The Description field has been added to the Screen page components and the fields of Disposition plan. While configuring ACW, the information provided in the Description field of the Screen components and Disposition Plan fields will be used by the AI model. It leverages the provided context along with transcripts of the case to predict the right value for the field with higher accuracy when using AI to pre-fill ACW.

When agents use AI to pre-fill ACW, the AI will take the information added in the description and predict the data for the components more accurately.

The description field will not be visible to the agent while filling the ACW. This field is only available while configuring the ACW. For more information, refer Providing a Pre-filled ACW to the Agent.

Reporting and Analytics

Enhancement to Service Analytics Report

In this release, filters for snapshot and current values can now be applied directly from the widget header, eliminating the need to switch to edit mode.

Previously, these filters were only accessible when editing the widget. With this update, you can adjust filters on the fly, streamlining your workflow and enhancing overall efficiency.

Enhancement to Standard Dashboards

We’re excited to roll out a series of new dashboards to the Standard Dashboard Suite, aimed at delivering more granular visibility into service performance, channel activity, and agent productivity. 

Service Channel Overview Dashboard 

Three new channel-specific dashboards have been added under Service Channel Overview: 

• Channel Overview – Email 

• Channel Overview – Live Chat 

• Channel Overview – Voice 

Service Module Specific Dashboards 

Two additional dashboards are now available under Service Module Specific: 

• Message Level Reporting

• Platform Usage Reporting

Service Agent Performance Dashboard 

A new Agent Details Dashboard has been introduced under Service Agent Performance that tracks individuals' login logout activity, state status changes, and presents a report about activity on the platform. 

Knowledge Base

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

Enhanced Reporting Between Articles and the Mapped Community Categories

We have introduced new Dimensions under the Social Analytics Data Source for improved analytics between Knowledge Base Categories and the mapped Community Categories. You can now view details such as the mapped Community Category and its hierarchy for each Knowledge Base Category or article, directly from the reporting Widget. Refer to the Mapping with Community Categories section for more details on how to plot Widgets using these new Dimensions.

Following is the list of the newly introduced Dimensions:

• Mapped Community Message Id.

• Mapped Community Category Id.

• Mapped Community Category.

• Mapped Community Category Hierarchy.

• Mapped Community Category Id Hierarchy.

Enhanced Compare Mode in Version History

When using Compare Mode in the article’s Version History, Tabs and Collapsible Sections with updated content will now be highlighted. This enhancement allows you to quickly identify which Tabs and Collapsible Sections have changes without opening each element individually. To view the specific changes made, you must open the respective component.

Workforce Management

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

Introduced Workload Hierarchy

We have introduced the ability to create hierarchical Workloads, allowing Workloads to have parent or child Workloads. This feature is designed to facilitate the distribution of an enterprise-level forecast into smaller forecast parts at the contact center level.

With the introduction of hierarchical Workloads, the Forecast Scenario, Schedule Scenario, and Shift Bidding processes have been enhanced to accommodate this new structure. Once the Workload hierarchy is configured in the Workloads section, Shift Bidding and Schedule Scenarios can be created at either the Parent-Level or Child-Level Workloads, but not both simultaneously.

Enhanced Slot Functionality

We have updated the Slot creation form to improve user experience and flexibility. These updates include the introduction of Overtime Slot types and renaming the Volunteer Time Off Slots to Time Off Slots. You can also use multipliers to compensate for Overtime Slots.

We have also revamped the functioning of other Slot functionalities, including:

• Updated Slot Calendar: A refreshed Slot Calendar interface.

• Modified Slot Request Process: Changes to the process for requesting Slots.

• Support for Slot Import: Bulk importing Slots allows you to add multiple Slots to the system using a template file.

• New Platform Notifications: Notifications for Slot availability, request approvals, and rejections.

Thank you for using Sprinklr Service. The 20.4.1 patch brings enhancements that are designed to make your experience even better. If you have any questions or need assistance, please contact us at tickets@sprinklr.com.