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)

Handling AutoWrap Failures in ACW

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Sometimes, an ACW submission might not complete successfully due to system errors or configuration issues. In such scenarios, the system will

• Auto-submit the ACW from the backend using default field values. This ensures that the failed ACWs do not stay in the Pending ACW column.

• Since these ACWs are handled in the backend, they will not affect the agent’s capacity

  New Snackbar Notification

To inform agents about these cases, a snackbar message is displayed when an ACW is forcefully submitted due to an error. The following snackbar message is displayed to the agent:

WARNING: The ACW could not be successfully auto-wrapped due to an error and was forcefully submitted. It is advised to review the ACW to avoid errors in the future.

ACW submission reason

A new ACW submission reason called Forced Autowrap Submission is added. This will help identify cases where the system had to force-submit the ACW due to a failure.

Agent Co-Pilot

The following features are released under the Agent Copilot module:

Support for Multiple Copilots

You can now deploy multiple Agent Copilots for the same partner account. When enabling Agent Copilot in AI+ Studio, a default copilot is auto created with preconfigured tasks, skills, and settings.

Admins and implementation teams can now:

• Create and configure additional copilots.

• Assign copilots to specific users or case types.

• Define deployment priorities to resolve overlaps when multiple copilots are eligible for the same case-user combination.

This capability enhances flexibility in managing specialized use cases across regions, teams, or workflows.

Agent Nudges Integrated into Agent Copilot

Agent Nudges are now integrated directly into the Agent Copilot widget—eliminating the need for a separate UI element in the Care Console. With this update, the Copilot becomes more proactive, offering timely prompts and best-practice reminders throughout the case lifecycle.

Benefits:

• Provides real-time, contextual nudges without increasing screen clutter.

• Improves agent performance consistency and adherence to SOPs.

Source Filter Support in FAQ Skill

You can now apply data source filters when configuring the FAQ skill in Agent Copilot. This enhancement enables more targeted and relevant responses by allowing you to restrict the skill to specific content types.

Supported Data Sources:

• Knowledge Base Articles

• Documents

• Past Cases

By narrowing the content scope, agents receive more accurate, context-specific FAQs—improving response quality and reducing noise from unrelated sources.

Translation Support for Case Summary in the Third Pane

Agent Copilot now includes a Translate option for case summaries displayed in the third pane and within Copilot saved summary. This gives agents the ability to view summaries in their preferred language, regardless of the customer's language of interaction.

This update improves agent productivity and comprehension in multilingual environments, ensuring better alignment with internal workflows and language preferences.     

Agent Nudge

The following features and enhancements are being introduced in the Agent Nudge module:

Escalations Notification Levels

This feature enables automatic platform notifications to be sent to supervisors or team leads when a nudge is triggered for an agent, with configurable escalation levels defined by a numeric value—this value determines how many tiers of supervisors will be notified, starting from the agent’s immediate supervisor and moving upward in the hierarchy, ensuring timely visibility and action on agent support needs. For more details, see Notify Supervisor.

Call Control

The following enhancements are made in Call Control module:

Citrix Media Redirection for SignalWire Voice Calls

In enterprise environments where strict compliance policies govern the handling of data, including voice communications and associated logs, ensuring that sensitive information remains within controlled infrastructure is essential. Virtual desktop platforms, such as Citrix, are widely adopted for their flexibility and centralized management.

However, routing voice traffic through these environments can raise compliance and security concerns.

To address this challenge, Media Offloading through the Citrix Workspace App (CWA) has been introduced.

This enables audio to be processed directly on the user’s local machine. This approach helps organizations meet compliance requirements by keeping voice data out of the virtual environment entirely. This solution is also compatible with thin clients, ensuring broad support across different hardware setups. By enabling local audio processing, this initiative not only enhances data governance and regulatory alignment but also improves call performance and reduces complexity for Citrix-based deployments globally.

For more information, refer to Citrix Media Redirection for SignalWare Voice Calls.

Debug Console Enhancements

In the 20.7 release, the Voice Debug Console page has been enhanced to add ACW and Guided Workflow execution logs. For more information, refer to Voice Debug Console.

Caller ID Support for External SIP Transfer

When handling inbound calls, if a transfer is made to an External SIP endpoint or an External Contact, the number configured in the Caller ID field will be shown to the customer as the 'From' number.

For example, if a call is being transferred to a customer in Singapore or Malaysia, and the default Voice Application number is a US-based number, the recipient may choose to reject the call. To avoid this, a local number (example, Singapore or Malaysia) can be set as the Caller ID to ensure better call acceptance rates.

This is applicable for SignalWire, Twilio, and Sprinklr provider.

For more information, refer to Triggering Call Controls via Guided Path.

Import and Export of Voice Applications

The Import and Export feature in Voice Application streamlines the transfer of settings and configurations. It enables bulk updates, reducing the need for manual changes and making voice platform management faster and more efficient.

For more information on bulk import and export, refer to the Importing and Exporting Bulk Voice Applications.

Multiple Sessions in Call Controls

Following are the enhancements made in this release:

• You can use the minimize button to minimize the call control pop-out window. Minimized call control pop-out will be available on all the browser tabs that are open.

• If multiple Sprinklr tabs are open simultaneously, then the primary tab or the active tab will be highlighted with a symbol. This improves usability and prevents confusion.

For more information, refer to Allowing Multiple Sessions.

Community

The following enhancements were made in the 20.7 Community module release

Display of Username instead of Full Name in Audience Profile Section

You will now see usernames instead of full names in the Audience Profile section to enhance user privacy and prevent PII violations. Admins can search for user profiles using usernames only, and searching by first or last name is no longer supported. This update ensures safer handling of user data.

Ability to Sort Comments and Replies on a Discussion Chronologically

You can now sort comments on a community discussion chronologically, either from oldest to newest or newest to oldest. This new option gives users better control over how they view conversations. New comments will appear at the top or bottom based on the selected sort order, and sorting preferences will be saved for logged-in users.

Added User Preference to Display Date Format (MM/DD/YYYY, DD/MM/YYYY)

You can now choose your preferred date format—MM/DD/YYYY or DD/MM/YYYY—from the Notifications and Preferences section in your profile settings. Once selected, this format will be applied consistently across all pages in the Community module, including posts, comments, activity logs, and more. Your preference is saved in your profile and stays the same across sessions and devices, helping you view dates in a way that best suits your region or personal style.

Added Config Setting for Default Email Notification Preference

You can now set email notifications to be OFF by default for all new and existing community users. This helps reduce unwanted emails by ensuring users only receive notifications they’ve chosen. The setting is available under Advanced Settings → Notification Page as a select box labeled Channels with Default Notifications Off (New Users), and applies unless users have already set their preferences.

Support to Clear Web Notification in Native Community

You can now clear all your web notifications in the native community using the new Clear All Notifications option in the notification panel. When clicked, a confirmation pop-up will appear, allowing you to either confirm or cancel the action. Once confirmed, all existing notifications will be removed, while any new notifications received after this action will remain visible.

Support to Track Last Read Activity of Community Users

You can now help community users pick up where they left off in a discussion with new features that track their last read comment and offer a Jump to Newest Comment toggle. Users will be automatically taken to their newest unread comment when they open a discussion and can also manually mark comments as read using the three-dot menu. These updates make it easier to follow ongoing conversations without missing important messages.

Show Username Instead of Full Name in Reporting Dashboards

You can now view usernames instead of full names in all reporting dashboards across Sprinklr’s Community, Social Analytics, Inbound Analytics, and Universal Profile modules. This change enhances user privacy and aligns with PII compliance standards. All existing widgets, exports, and data views have been updated to reflect usernames, ensuring that no full names are displayed or exposed—regardless of user permissions. Dashboards will continue to function seamlessly, with usernames linking to the correct community profiles and maintaining existing styling and avatar interactions.

Ability to Set Frequency of Notifications

You can now choose how often you receive Community email notifications—Off, Immediate, Daily, or Weekly—from your Notification Preferences. Notifications will be grouped based on your selection (example, one summary email for multiple likes). This helps reduce email clutter and keeps you informed on your terms. These settings apply only to email notifications and will not affect in-platform alerts. The feature is available only if enabled by your admin.

Support for a Customized Curated Feed Widget

You can now curate activity feeds in Community widgets using custom filters. Admins can highlight specific posts by filtering content based on Topics and exclude individual messages using custom fields—even if they fall under selected categories. This gives more control over what appears in the feed. Custom fields can be set during publishing or updated later via rules, dashboards, or message panels. This update ensures only the most relevant and approved content is shown to your community audience.

Support to Allow Users to Filter Read/Unread Web Notifications

Users can now mark all notifications as read and filter their feed by read/unread states. If there are no new notifications, the system intelligently updates the message to “No new notifications.” This feature makes it easier to manage and prioritize community interactions.

Implemented Email Digest Notification with Customizable Content and Frequency

You can now use an Email Digest feature that allows users to receive daily or weekly summaries of new posts. The digest includes a clickable CTA that redirects users to view all new posts within the selected timeframe. This feature can be managed directly from the user’s notification preferences and is disabled by default.

Care Console

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

Support for Copying Email to Clipboard

The new Copy Email to clipboard message-level action is introduced to help agents quickly copy the full context of an individual email with a single click.

When the agent clicks this action, the following key details are copied:

• Email content

• Subject line

• CC recipients

• BCC recipients

• Timestamp of publishing

• Inline media

For more information, see Message Level Actions.

Option to Show CC and BCC Fields by Default in Reply Box

The Care Console can be configured to display the CC and BCC fields by default in the reply box. This enables agents to view and use these fields immediately, without additional clicks.

The setting is controlled through the Record Page layout, with separate toggles to enable CC and BCC independently:

• Keep CC open by default

• Keep BCC open by default

For more information, see Show CC and BCC Fields in Reply Box by Default.

View Complete Voice Call Recording Waveform with Transcription

Agents can now view the full waveform of voice call recordings alongside their transcriptions for more efficient review using the View Voice Recordings feature. By navigating the waveform, agents can quickly locate and focus on the most relevant parts of the conversation.

For more information, see View Voice Recordings.

Set Case-Level Skills and Proficiency Using Macros

You can now use macros to set required skills and proficiency levels for individual cases or for multiple selected cases directly from the Care Console. This enables supervisors and agents to quickly update skill requirements for cases without depending solely on the Rule Engine.

For more information, see Set Case-Level Skills and Proficiency Using Macros.

Conversational AI

The following features and enhancements are being introduced in the Conversational AI module:

Support for Intra Intent Similarity

You can now detect and resolve similar expressions within a single intent using the new Intra-Intent Similarity feature in the Intent Review Module. The existing Similarity column has been renamed to Inter-Intent Similarity, and a new column for Intra-Intent Similarity has been added. A third-pane view and resolve window allow you to review and retain the most relevant expression from each cluster.

Handling of Misspellings

We have upgraded our intent detection model to improve the handling of misspellings. The enhanced model now supports a broader range of misspellings, enabling better intent recognition even when user input contains typos or variations. This upgrade ensures more reliable conversational understanding and improved user experience.

One Phrase per Message Non-Generative AI-powered Discovery Run

We’ve improved the Discovery Run mechanism to align more closely with the behavior of the intent detection model. Previously, Discovery Run evaluated multiple phrases within a message (split by punctuation like commas), potentially mapping multiple intents to a single message. To ensure consistency, Discovery Run will now operate on only one primary phrase per message — the same way the intent detection model provides a single primary intent.

This change ensures that Discovery results remain focused and aligned with actual intent detection outcomes, reducing noise and improving accuracy.

Expanded Phraes and character limits for intent detection

You can now configure up to 15 phrases per model, with each phrase supporting up to 600 characters. This update offers greater flexibility for creating more detailed and expressive content. Refer to the Phrase Configuration Limits article for more details.

Zero-Shot Prompt Editing Now Available in AI+ Studio

AI+ Studio now supports editing Zero-Shot prompts, allowing users to customize both system and user instructions for single-prompt models. This enables more accurate intent classification with tailored guidelines and confidence scoring.

Enhanced Topic Control with Article-Level KB Tags

FAQ+ now supports article-level KB tags for improved topic control. Previously, bots used file-level tags (often empty), leading to inaccurate filtering.

FAQ+ : Smart Processing for Sprinklr KB with Images and Tabular Data

FAQ+ now supports Smart Processing for Sprinklr Knowledge Base articles containing images and tabular data.

Introducing GTS Metrics for FAQ+

You can now evaluate FAQ bot quality at scale using automated GTS scoring. Just upload your Q&A file to get insights on overall performance, retrieval accuracy, relevance, and groundedness.

Introducing Response Streaming in AI Agent Studio

AI Agent Studio now supports streaming responses for faster, real-time interactions. Users receive replies as they’re generated, reducing wait time and improving experience.

FAQ+ : Manual Editing of Parsed Content

With the 20.7 release, you can manually view and edit parsed content directly within the UI for Documents and Q&A Pairs. This enhancement enables brands to refine the content post indexing from ML services.

In-line Keyword Matcher Query Creation for Entities

You can now create keyword matcher queries directly within the entity setup screen in Conversational AI, eliminating the need to switch between modules. This streamlined experience reduces configuration steps and minimizes user friction, enabling faster and more accurate entity creation.

Support for synonyms and misspellings in changeset

With the 20.7 release, synonyms and misspellings are now supported in outbound changeset.

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Support for global variables in changeset

With the 20.7 release, global variables are now supported in outbound changeset.

Issue type module now available within Deployment settings

With the 20.7 release, the issue type module can now be accessed within the deployment settings.

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Synonyms module available now available within Intent Models

With the 20.7 release,the synonyms module will now be available under Intents.

Support for Guardrails in AI Agent Studio

AI Agent Studio now supports input and output guardrails to enhance security and compliance. When triggered by keywords or ML models, configured guardrail messages are displayed to users without disrupting the conversation flow.

Support for Single Shot Dynamic Workflow in Conversational AI

You can now enable Single Shot mode in Dynamic Workflows, allowing the workflow to make a single LLM call and automatically exit after generating a single output.

A new toggle in the UI activates this mode, with a tooltip explaining its behavior for quick reference.

Support for PII Masking in LLM Calls

You can now enable PII masking in Conversational AI and AI Agent Studio for all LLM calls, ensuring sensitive user data is automatically redacted before processing. This enhancement strengthens data privacy and compliance across AI-driven interactions.

Major UX changes

The 20.7 release introduces the following major UX changes to conversational AI:

• Quick view icon has been added to Deployment settings for Dialogue Trees.

• Errors encountered by Dynamic asset Groovy during publishing, will be treated as Bot error.

• Users will now have access to the entire metadata of the LLM call in Debug Log.

• A new skill - “Handover to Another Bot” has been introduced.

Conversational Analytics

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

Mark Insights as Read for Better Insight Management

The Read/Unread feature in Insights Hub allows users to easily track which insights have been reviewed. Insights are automatically marked as read when a user opens and views them, and users can also manually mark insights as read or unread as needed. This enhancement helps reduce information overload and enables users to focus on unread insights during future sessions. Additionally, a Read Status filter has been added under Apply Filters in Insights Hub, allowing users to filter insights based on their read status. For more details, see Read and Unread and Apply Filters.

Language Expansion for Insights Hub

We have expanded the language base for Insights Hub to process French, Italian, Swiss German and Japanese.

Analyse Topics discussed in a Conversation

You can now analyze different topics discussed in the conversation by leveraging Gen AI powered Topic Analysis. These topics can be aggregated by topic types to help user analyze: 

1. Customer Issue Detail

2. Customer Dissatisfaction

3. Agent Transfer Reason

4. Agent Hold Reason

5. Agent Mute Reason

You can view an aggregated view of this analysis in Conversational Analytics Reports and view the exact moment of these topics in a conversation by simply viewing the Case Analytics View. For more details, see Topics and Summary.

Language Expansion for CSAT/Sentiment

We have expanded the language base for Contextual CSAT (3.0) to process Italian, Japanese and Dutch.

Language Expansion for Contact Drivers

We have expanded the language base for Contact Drivers to process Russian, Marathi (Romanized), Bengali (Romanized), Malay, Indonesian, Greek, Vietnamese, Kazakh, Swedish, Gujrati (Romanized) and Odia (Romanized). 

Easily Find Contact Drivers Discovered from Provided Seed Taxonomies

As part of ongoing enhancements to the Contact Driver Discovery experience, we have introduced a new capability that enables Contact Center Analysts to easily identify which contact drivers were discovered from the seed taxonomy. This increased visibility empowers analysts to evaluate the coverage of the seed taxonomy and refine it, if required, to improve the relevance of future discovery results. For more details, see Actions on a Discovery Run.

OOTB Verticalised Taxonomies for Contact Driver Discovery

We have introduced new functionality for selecting from pre-configured seed taxonomy library allowing users to run contact driver discovery based on industry/use-case standards, improving flexibility and consistency. You can now view and select seed taxonomy from a pre-defined list of Seed Taxonomies provided by Sprinklr based on industry/use case wise standards. The selected seed taxonomy can also be downloaded directly, allowing for easier review, validation and modifications before use. For more details, see Select Seed Taxonomy.

Guided Workflows

Modular Permissions for Guided Workflows 

The 20.7 release introduces a more granular permission model for Guided Workflows, allowing administrators to assign specific access levels—View, Edit, Delete, Deploy, and Lock/Unlock—across three key components:

• Guided Workflow Manager

• Guided Workflow Applications

• Guided Workflow Global Variables

Permissions Matrix for Guided Workflow Manager

Permission Matrix for Guided workflow Applications

Permission Matrix for Global Variables

Ability to lock/unlock Guided Workflows and Guided Workflow Applications

The 20.7 release supports the ability to lock or unlock Guided Workflows and Guided Workflow Applications. This enhancement provides better control over workflow configurations and prevents unintended edits.

Introduction of global settings for Guided Workflows

The 20.7 release supports the ability to centrally manage key Guided Workflow preferences using the newly introduced Global Settings section within the Guided Workflows configuration panel. The following settings are now available:

• Disable Snackbar Notifications: Prevents snackbar notifications from appearing across all Guided Workflows within that partner.

• Enable Quick Window View: Ensures all Guided Workflows launched from the Care Console open in Quick Window mode.

• Enable Guided Workflow Progress Stages: shows the 'Enable Progress Timeline' option within each Guided workflow.

These settings are accessible only to users with appropriate admin permissions. Additionally, users will be prompted to save changes before navigating from the settings panel to prevent accidental data loss. his update enhances administrative control and streamlines the Guided Workflow experience.

Enhancing Ticket Routing with Assignment Nodes in Guided Workflows

The 20.7 release introduces the capability to configure ticket assignment actions directly within Guided Workflows using new system action nodes- eliminating the need to rely on Rule Engine for assignment logic. This enhancement streamlines workflow configuration and reduces friction for users managing ticket routing and prioritization.

The following nodes are now available under System Actions in Guided Workflows:

• Set Skills - Assign skills to a case . Skills are applied to the case in the current workflow context. To apply skills to a different case, pass the appropriate case context.

• Set Priority Rank - Set the priority rank of a case. Like the Skills node, this applies to the case in context unless otherwise specified.

• Assign Agent - Assign a case to a specific agent/queue

This update ensures that ticket assignment action-such as setting skills, priority, and assigning to an agent-is fully manageable within Guided workflows, improving efficiency and consistency across ticketing operations.

Introducing Component Group for Bulk Visibility Control in Guided Workflow

The 20.7 release supports the ability to apply visibility conditions in bulk across multiple screen components using the new ‘Component Group’ layout in Guided Workflows. This enhancement simplifies configuration by allowing visibility conditions to be set once and applied to all components within a one-column, two-column, or three-column layout.

While ensuring consistent visibility logic across different screen components, this feature reduces manual effort and improves accuracy. If no bulk update is applied, the layout behaves like a standard container with default visibility settings

In-builder workflow execution

The 20.7 release introduces the ability to execute guided workflows directly within the guided workflow builder using the new ‘Execute’ button. This eliminates the need to switch to the Workflow Manager, making testing faster and more efficient. Just click Execute after making changes to run and validate your workflow instantly.

Visual guidance for guided workflows

The 20.7 release introduces ‘Visual Guidance’ in the guided workflows to help simplify workflow configuration and reduce user errors. Users will have access to real-time, intuitive guidance in the form of step-by-step video tutorials at the node and category level. A new ‘Watch Tutorial’ option opens a modal view with a walkthrough to assist users with workflow configuration.

Template library for guided workflows

The 20.7 release introduces the new ‘Template Library’ in guided workflows to accelerate workflow creation. his feature provides a curated collection of pre-built, industry-specific templates that users can browse, preview, and customize to suit their needs. Template library helps you save time, reduce redundancy, and ensure consistency in workflow design.

With the 20.7 release, you can:

• Browse a library of ready-to-use workflow templates.

• Preview templates before selection to ensure they meet your use case.

• Customize templates to align with your specific requirements.

• Quickly deploy workflows without starting from scratch.

• Access the 'Add From Library' option present right next to the 'Add Guided Workflow' button.

Device type and IP address support in guided workflows

Guided workflows now support ${USER_AGENT_UTILS.getOSDeviceType()} and ${USER_AGENT_UTILS.getIpAddress()} variables, enabling workflows to detect the user’s device (web or mobile) and IP address at runtime. These variables can be used to personalize workflow logic—for example, tailoring steps for mobile users or triggering location-based actions.

Journey Facilitator

The following features and enhancements are being introduced in the Journey Facilitator module:

Excel Upload Support in Manual Journeys

You can now upload Excel files directly in Manual Journeys, a capability previously limited to Form-Based Journeys. This enhancement simplifies data ingestion and streamlines journey creation for bulk inputs.

Bot Reply Node is now “Message Node” in JF Persona

We’ve streamlined the Bot Reply Node by removing the redundant second channel dropdown and introducing a toggle labeled “Provide Contact Details.” When enabled, this toggle reveals an optional field for specifying a different contact (e.g., phone number or email), along with a helpful tooltip. There are also some minor UX improvements for ease of use. By default, messages continue to be sent to the profile on which the journey is triggered. This node will now be called the “Message” Node and will replicate full functionality of the Send message node of the old JF Canvas.

Enhanced Link Click Tracking in WhatsApp HSM Templates

To enhance click tracking granularity in WhatsApp HSM templates, a new dimension LinksClickedTime has been introduced. This captures the exact timestamp of each link click, enabling more precise user journey analysis.

API-Based Testing for Trigger-Based Journeys

To streamline UAT and reduce dependency on technical teams, the Journey Facilitator now supports API-based testing for trigger-based journeys. A new “API - CURL” tab has been added to the Test Journey interface, allowing users to paste full API payloads directly and simulate real-world triggers without relying on external tools.

Knowledge Base

Alphabetical Sorting for Articles on the Knowledge Base Builder

You can now sort articles by title in alphabetical order (A to Z and Z to A) directly from the Knowledge Base Builder. This enhancement makes it easier to locate content quickly and improves overall navigation. Refer to this article for more details.

Enhanced Language Support: Japanese Language and Dialects in Gap Analysis

Gap Analysis now supports processing and evaluation of Japanese-language content, including Hiragana, Katakana, and Kanji dialects. This enhancement enables the detection of knowledge gaps, inconsistencies, and redundancies in Japanese text, ensuring more comprehensive and accurate analysis across multilingual content.

iFrame Embedding with Whitelisted Domains

You can now embed iFrames (Inline Frames) from whitelisted domains directly from the Add Elements button on the Knowledge Base Editor. This requires no modification of the source code. Supported formats include forms, documents, slides, and more, making it easier to integrate rich, interactive content seamlessly.

Zendesk Connector for External Content Management and Migration

We’ve introduced a Zendesk Connector that enables you to manage articles externally while keeping them synchronized with Sprinklr-specific workflows such as Agent Assist, Live Chat, and more. Alternatively, this Connector can also migrate articles from Zendesk into Sprinklr to create, maintain, and update Knowledge Base data entirely on Sprinklr.

Simplified Smart Comprehend Deployment Using AI+ Studio

We’ve simplified the Smart Comprehend implementation by enabling use-case deployment directly from the Sprinklr AI+ Studio. You can now build both index/training and inference/deployment pipelines entirely through the AI+ Studio interface, making the process more intuitive and efficient.

Live Chat

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

User feedback on bot messages in live chat

Live Chat now supports thumbs-up / thumbs-down feedback on bot-generated brand messages, helping brands gather real-time insights to improve AI responses. Users can update their feedback, add comments for thumbs down feedback. Feedback is shown only for bot messages (not agent or welcome messages) . All feedback is stored at the message level for analytics and reporting. For more details, refer to the Bot feedback message in live chat article .

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Markdown support in live chat

Live Chat now supports Markdown formatting for messages sent by agents and bots. This ensures that rich text content is rendered cleanly on the customer side, improving readability and user experience. Brands using third-party bots can enable this by setting markdown=true in RichText groovy scripts.

Gradient backgrounds in live chat builder

You can now add gradient backgrounds to the Home and Conversation screens in Live Chat. This update lets you:

• Enable or disable gradient backgrounds (off by default)

• Choose a default or create a custom gradient

• Instantly preview changes in the builder

This feature enhances design flexibility without backend support.

Enhanced accessibility support in live chat

With the 20.7 release, live chat now supports WCAG 2.2 AA Accessibility standards. This update ensures a more inclusive and user-friendly experience for all users, including those relying on assistive technologies.

Messaging

The following feature enhancements were made in 20.7 Messaging module:

HSM Template for WhatsApp on Source Agnostic Channel

The Source Agnostic channel now supports HSM (Highly Structured Message) templates for WhatsApp. This enhancement enables businesses to send pre-approved template messages through WhatsApp using the Source Agnostic channel, enhancing messaging capabilities and improving consistency in customer communication.

For more information, refer to Create HSM Template through Source Agnostic Channel.

Session & Pricing Reporting for WhatsApp

WhatsApp Business Platform now charges per message delivered, not per 24‑hour conversation window. The Session & Pricing Reporting for WhatsApp will provide detailed information on Pricing and Reporting for WhatsApp.

Conversation Routing

Meta has introduced Conversation Routing as a replacement for the now-deprecated Handover Protocol. With this new model, Facebook Pages can assign control of user conversations to connected apps such as Sprinklr based on the entry point of the message.

For more information on how Sprinklr supports this updated routing mechanism, what configuration steps are required, and how agents can manage thread control, refer to

Delivery receipts for messages sent via Source Agnostic accounts

Messages sent via Source Agnostic accounts now include delivery receipts at the message level. These are represented by intuitive tick icons and are displayed within the Source Agnostic Case in both Care and Agent Consoles. Real-time delivery insights are powered by seamless integration with the underlying source platform.

For more information on this feature, refer to the Conversation Routing .

Delivery receipts for messages sent via Source Agnostic accounts

Messages sent via Source Agnostic accounts now include delivery receipts at the message level. These are represented by intuitive tick icons and are displayed within the Source Agnostic Case in both Care and Agent Consoles. Real-time delivery insights are powered by seamless integration with the underlying source platform.

For more information on this feature, refer to the Source Agnostic Channel.

Enhanced Language Detection for Emails

To improve the accuracy of language detection in email-based workflows, the language detection model has been enhanced to evaluate the email subject line when the email body is empty or missing. This enhancement ensures a more reliable identification of language across all email scenarios.

Subject-Based Language Detection

The model now analyses the email subject to determine the language when the email body is empty. This enhancement prevents the default fallback to English in such cases and improves detection for multilingual use cases.

Fallback Logic

• If the email body contains text, the existing body-based detection logic will continue to take precedence.

• If the body is empty or not present, the system will now fall back to detecting language from the subject.

What’s Not Changing

• No changes have been made to the core logic used for detecting language in the email body.

• If both subject and body are present, the language of the body remains the primary source for detection.

Automated Extraction of Original Sender in Forwarded Emails

To streamline support operations, Sprinklr now supports automated extraction of the original sender’s email address from forwarded messages. This enhancement allows the support team to configure and execute the process independently whenever a client requests email profile creation based on the original sender.

• Trigger-Based Automation - The extraction process is triggered only when a client explicitly requests the creation of an email profile using the original sender’s address from a forwarded email.

• Automatic Extraction Logic - The system now automatically identifies and extracts the email address of the *original sender (A)* from the forwarded message, ensuring that the *UM’s sender* reflects the original source, not the forwarder (B).

• Email Profile Creation - The extracted original sender’s email (A) is used to create the email profile, bypassing the need for manual backend intervention.

• No backend configuration required - Support teams can initiate and manage this process without requiring backend configurations or engineering support.

Outbound Voice & Dialers

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

New “Campaigns” Widget on Agent Home Screen for Real-Time Outbound Visibility

Agents can now access real-time information about their assigned outbound campaigns through the new Campaigns widget on the Agent Home Screen. This widget displays both active (🟢) and inactive (🟡) campaigns in an intuitive layout, helping agents stay informed and better prepared for their tasks.

Key features include:

• Status-based filtering (Active, Inactive, or All).

• Real-time updates reflecting campaign activity or assignment changes. This widget is disabled by default and can be activated via the “Show Outbound Campaigns” toggle in the widget settings. For more details, see Users Widget.

Workspace-Level Control for Predictive Free Agent Dialing in Fixed Pacing Mode

You can now configure the behaviour of predictive free agent dialing in fixed pacing mode at the workspace level. This new setting gives each workspace the flexibility to choose whether to predict free agents or strictly adhere to the defined fixed pacing ratio. Once enabled in the workspace settings, this configuration overrides the global dynamic property, allowing for more tailored and efficient dialer performance across different teams or operational needs. For more details, see Predictive free agents in fixed pacing.

Simplified Callback Configuration with New Voice Care Settings

Voice Care now features a new Callback Settings option that streamlines the way callbacks are configured, replacing the older callback campaign setup. With this update, callbacks can be created inline directly from the Schedule Callback V2 node, using simplified options such as “Use Last Call Skill.” Enabled by default for new partners, this enhancement makes callback setup faster, more intuitive, and easier to manage—improving overall efficiency in callback handling. For more details, see Callback Settings.

PII Masking

Enhanced PII Masking Module with Granular Permissions

In the 20.7 release, the PII Masking module has been enhanced to support distinct permissions for Universal Message, Survey, and AI Studio masking entities. This allows for more granular control over access to each masking template.

Accessing the PII Masking module

You can now access the PII Masking module directly from the All Settings page. Visibility and access to the module are based on the permissions assigned to the logged-in user's role.

For more information on the permission and accessing PII Masking module, refer to PII Masking and Data Protection.

PII Masking Reporting for Universal Message Masking

You can now generate message-level reports on the number of cases masked using the Masking Configuration within the Reporting Dashboard. This enhancement provides greater visibility into masking activity, helping you evaluate template performance and test accuracy in debugging scenarios.

Note: This feature is available exclusively for the Universal Message Masking template.

For more information, refer to Reporting of PII Masking.

Quality Management

The following features and enhancements are being introduced in the Quality Management module:

Recording Download Options in Case Analytics

We have enhanced the Case Analytics experience to simplify the process of downloading multiple call recordings. To download recording from call transcript view, you get a download button to download the accessible recordings. When the Download button is clicked, a pop-up menu offering two recording download options is displayed:

• Individual Recordings: Downloads each call accessible portion of recording as a separate file, based on the user’s access permissions.

• Merged Recording: Downloads all accessible call segments combined into a single ZIP file for a seamless playback experience. Only the recordings that the logged-in user has permission to access gets included in the download, ensuring security and compliance. For more details, see Recording Download Options in Case Analytics.

Enhanced Functionality for User-Level Audit Checklists in Quality Management

User-level audit checklists now include the previously missing functionalities available at the case level, allowing for a more robust and consistent quality audit process. With aligned capabilities, quality teams can now apply the same standards, workflows, and efficiencies to both user and case-based audits.

Support to Evaluate Audio-Based Quality Parameters

We have enhanced our Automated Quality Management (AQM) system by introducing Audio-Based Quality Evaluation. While AQM previously relied solely on call transcriptions, it now leverages advanced LLM-powered audio analysis to evaluate not just the content of conversations, but also the tone and delivery. This enhancement allows for the detection of vocal indicators such as frustration, sarcasm, fatigue, rudeness, confidence and low energy factors often overlooked in text only assessments. It can also uncover hidden negative sentiment masked by polite language. By combining insights from both transcripts and audio, this upgrade provides a more accurate, detailed, and well-rounded view of customer-agent interactions. To enable this feature, simply toggle on Include Call Recording when creating contextual Models. For more details, see Creation of Contextual Model.

Create and Edit Agent Quality Models Within Checklist Builder

We have enhanced the Checklist Builder to support direct creation and editing of Agent Quality Models (AQMs), streamlining your workflow and improving accessibility. You can now create new Agent Quality Models directly within the Checklist Builder, eliminating the need to navigate to a separate module. For more details, see Create Agent Quality Model within Checklist Rules.

Language Expansion for AI Scoring

We have expanded the language base for AI Scoring to process Russian, Marathi (Romanized), Bengali (Romanized), Malay, Indonesian, Greek, Vietnamese, Kazakh, Swedish, Odia (Romanized) and Gujarati (Romanized).

Automated Checklist Builder Copilot

We are introducing the Automated Checklist Builder Copilot to streamline and enhance the creation and management of automated checklists in Sprinklr. Until now, users had to manually read and interpret SOP guidelines to define rules for each checklist parameter. This process was both time-consuming due to the need to configure rules one by one and error-prone, as different users could interpret complex instructions inconsistently, leading to variations in checklist accuracy.

With this new feature, users can input SOP instructions in plain language, and the Copilot automatically generates the
corresponding checklist rules. It also supports updates to checklist properties through natural language queries, significantly reducing the manual workload.

This release addresses two key challenges:

• Reduces manual effort by automating rule generation based on user input.

• Improves accuracy and consistency through LLM-driven, standardized outputs.

The Copilot promotes consistency across teams and enables faster, more reliable checklist configuration at scale.

Enhanced Quality Score Skills and Improved Coaching Impact on Agent Performance Metrics

The Quality Scores Skills have been improved to evaluate an agent's performance at any point in time. Each skill is associated with specific checklist items. Proficiency in these skills is automatically calculated using scores from both manual and AI-audited checklist items that are mapped to the corresponding Quality Score skill. QM can also analyse the impact of a coaching session for an agent and check how his score in a particular skill has changed. For more details, see Quality Scores Skills.

Reporting and Analytics

Enhancement to Service Settings Screen- Introduction of First Contact Resolution (FCR) and Repeat Contact Rate (RCR) as Configurable Metrics

Two new configurable KPIs, First Contact Resolution % (FCR) and Repeat Contact Rate (RCR), are now available in the Service Settings screen to enhance performance tracking for inbound service calls.

These metrics apply only to inbound calls, with the direction filter set to inbound by default.

FCR tracks the percentage of calls resolved on the first contact within a selected time range. RCR is automatically calculated as RCR = 100 - FCR, using the same threshold. Refer to this article for more details.

Service Analytics - Category Filter added at entire reports and not at Section Level 

We've enhanced the reporting experience to make metric and dimension discovery more intuitive and seamless. Key improvements include: 

• Default Selections: Since metrics and dimensions are frequently used, these values are now pre-selected to reduce setup time. 

• Persistent Filters Across Reports: When you navigate between reports, selected category values (e.g., Metrics, Dimensions) will now carry over automatically, no need to reselect them every time. 

• Improved Discovery: A more user-friendly interface makes it easier to find and select relevant metrics and dimensions. 

• Multi-Select Picklists: You can now select multiple values at once, streamlining analysis across categories. 

Refer to the article for more details.

Default Category Filter for Metrics and Dimensions in Widget Builder

To simplify widget creation, a default filter is now applied to the Category Filter for Metrics and Dimensions. The widget builder will show only the most relevant values by default, making it easier to navigate and build reports. 

The filter is visible in the UI and can be edited as needed. This update reduces clutter from the full list of metrics, dimensions, and custom fields, improving usability and saving time. 

Service Analytics - Search Values Priority to be Reordered

To enhance search accuracy and usability in the Widget Builder, results are now displayed in the following priority order after a user enters text in the search bar:

• P0: Exact Name Match : Results that exactly match the searched term (e.g., "Case Count") will appear at the top.

• P1: Partial Name Match : After exact matches, results with partial name matches will follow.

This update ensures faster discovery of the most relevant metrics and dimensions, reducing effort and improving report creation efficiency.

Service Analytics- Dedicated URL

All Service Analytics reports are now available under Service Reporting, present above the previous Care Reporting section. The Dashboard Manager experience remains unchanged. You can continue to create widgets and dashboards as usual, with Service Analytics now set as the default data source for new widgets, dashboards, and on the Custom Metrics page.

Filters can be applied at the widget, section, and dashboard levels. You also have access to the Service Settings screen, and drilldowns are fully supported on widgets built using Service Analytics.

Service Analytics - Decrease in Metrics to show Positive Business Impact

Certain reports now include metrics where a decrease indicates a positive business impact. For these metrics, the color coding has been updated to show values in green when they decrease, reflecting improved performance. Refer to the article for the updated list of applicable metrics within each report for details.

Service Dashboards to be Visible in Standard Reports page

Only Service-related dashboards will now appear on the Standard Reports page and in the side navigation upon access and enablement. This change removes unrelated dashboards, reducing clutter and ensuring a more focused and streamlined user experience when accessing service analytics.

Unified Data Connectors - Export Range Enhancements

To meet intraday and inter-day scheduling needs, we have introduced support for custom ranges and rolling time and date options, similar to what is available in scheduled exports.

This enhancement provides greater flexibility in setting up report schedules tailored to specific business requirements. Refer to this article for more details.

Custom Grouping | Metric Grouping

We have introduced the ability to create custom range groupings for metrics and dimensions directly within your reports and dashboards. This new capability allows you to define flexible ranges such as time intervals, performance bands, or category groupings and use them as pivot elements to better organize and analyse your data.

These groupings are fully user configurable and designed to support a wide variety of reporting needs. This enhancement enables more meaningful data segmentation and improves the clarity of insights across your visualizations.

Hierarchy Level Support in Services Reporting

In this release, we've introduced improvements to the hierarchy visualization by adding a new set of dimensions called Manager Level. These enhancements are designed to provide better clarity and flexibility when analyzing data. The improvements are specifically available for use within Pivot Visualizations.

• This enhancement ensures that when a user changes managers, their data continues to appear under their previous manager based on the selected date range. The associated metric values are also accurately tied to that historical period. Previously, in Level metrics, the data was attributed to the user's current manager, regardless of the timeframe selected.

• Calculation Update: Metric calculations at each manager level now include both their own values and those of all their reportees, whether direct or indirect. The same applies for other calculations such as average/sum/min. Etc. Previously, only the manager’s and their direct reportees’ metric values were included, while metrics from subsequent levels in the reporting hierarchy were not considered.

• Display of manager's own metric value: If a manager has performed an action that generates metric values, a row will now be displayed at the next manager level to provide a clear view of the data. Previously, such records were not visible in the hierarchy.

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.

Service - Live Monitoring Dashboards

There are 3 new dashboards that are added.

• Voice Channel Real Time View: Provides details about the live number of voice interactions.

• Digital Channels Real Time View: Provides details about live numbers of digital interactions.

• Agent Availability Real Time View: Provides details about live agent availability in work queues.

Service - Module Specific Dashboards

There are 2 new dashboards that are added.

• Reporting Dashboard Usage : The Reporting Dashboard Usage Report is a type of analytics report that tracks how users interact with reporting dashboards within a platform or application.

• Whisper Barge-in Report : Whisper Barge-In Report provides detailed information for each monitored call, including case details, call direction (inbound or outbound), type of monitoring action (listen, whisper, or barge-in), duration of the monitoring session, and the number of times monitoring was initiated.

Drilldown Simplifcation: Updates to Explore Lens

We’ve added descriptions to lens names in the widget selection menu to improve usability. Descriptions show up to two lines and reveal the full text on hover, helping you understand each lens’s purpose before selecting. This feature, configured during drill-down setup, makes choosing the right lens faster and more confident. Refer to this article for more details.

Enrichment of values within "state of conversation" dimension

We have provided support for enabling more detailed values within the "state of conversation" dimension in voice report (controlled via DP Value) to help users gain insights into the each and every step of journey of a call along with set of new dimensions to help better understand transfer scenarios.

Supervisor Console

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

Omnichannel Support in Live Case Monitoring Screen

The Live Case Monitoring screen now supports omnichannel case monitoring for voice and digital channels such as chat, email, and messaging platforms. This allows supervisors to monitor cases in real time across various Sprinklr channels.

New Case States for Digital Channels

The following new case states have been added for digital channels:

• Case In Progress: The digital case is in progress and open on the screen, indicating the agent is actively working on it.

• Idle: The digital case is in progress but is not currently open on the agent’s screen. This indicates the agent has previously opened the case but is not actively working on it at the moment.

For more information, see Live Case Monitoring.

Peer-to-Peer Chat Enhancements

The following enhancements are introduced to the Peer-to-Peer chat feature:

Ability to Tag Users in Peer-to-Peer Chat

You can now tag specific individuals in a message using the @ symbol. When a user is tagged, they receive a notification, and upon clicking it, they are redirected to the message within the chat. This feature makes communication more direct, targeted, and efficient.

Ability to Rename Group Chats

Group chats can now be renamed after they are created. This enhancement improves usability and discoverability, allowing users to better organize and identify ongoing conversations.

Read Receipts Support

Peer-to-Peer Chat now supports the Seen read receipt for messages. This feature gives clear visibility into whether a message has been read. In group chats, you can also see how many participants have viewed each message, helping you track engagement throughout the conversation.

For more information, see Initiating a Peer-to-Peer Chat.

Support to Customize Group Queues Record Manager

The Supervisor Settings screen has been introduced. Through this screen, Supervisor Console admins can customize the record page for the Grouped Queues screen directly from the Supervisor Console persona app.

On the record page, admins can:

• Define queue grouping levels

• Customize row-level actions

• Configure filters

• Manage global buttons, density settings, and label translations

• Edit the JSON for advanced customization

For more information, see Customize Grouped Queues Dashboard Using Record Manager.

Unified Routing

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

Temporary Skill and Capacity Scheduling for Agents

This feature enables administrators to assign temporary skills and capacity levels to agents for specific date ranges, without altering their permanent assignments. It supports more effective workforce planning during time-sensitive periods such as product launches or seasonal demand spikes. Administrators can configure these temporary skills/capacity profiles for individual agents or apply them in bulk using filter based on user groups, skills, user custom property and so on. Once the defined timeframe ends, the temporary settings are automatically removed, and agents return to their original skill and capacity profiles. To maintain data integrity, built-in validations prevent schedule overlaps, and disallow duplication of skills or capacities already permanently assigned. For more details, see Skill and Capacity Scheduling.

Manual Control of Action Groups in Routing Configuration

Supervisors now have the ability to manually enable or disable individual Action Groups within the Routing Configuration using a new toggle control. Disabled groups are skipped during execution, but retain their wait times. This enhancement provides greater flexibility in managing routing behaviour without requiring changes to the overall configuration. Access to this toggle is governed by newly introduced permission settings, ensuring proper control and oversight. For more details, see Defining Action Groups and Unified Routing Roles and Permissions.

Voice IVR

The following feature are release under Voice IVR module:

Test Text-to-Speech (TTS) Output During Speech Profile Configuration

You can now test the Text-to-Speech (TTS) output directly while creating or editing a Speech Profile. Enter sample text and listen to the spoken result in real time, without the need to deploy a full IVR workflow. This immediate auditory feedback helps validate TTS accuracy and tone, streamlining the setup and fine-tuning of custom speech profiles.

Benefits:

• Reduce time spent on iterative testing.

• Easily validate pronunciation, pacing, and intonation.

• Improve TTS model accuracy before deployment.

 Refer to Speech Profile for more details.

Centralized Dashboard for Process Execution Failures

Introducing a centralized view for monitoring process execution failures. This dashboard includes Process Engine Logs under the Process Execution Analytics reporting source.

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Key Capabilities:

• View logs sorted by timestamp.

• Filter logs by Case Number, Process Type, or Workflow ID.

• Quickly identify and troubleshoot issues across all workflows.

This enhancement simplifies issue diagnosis and enables faster resolution of process-related failures.

Refer to Process Engine Reporting for more details.

Workforce Management

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

Updated Forecast Scenario Capabilities

We have introduced the following enhancements to Forecast Scenarios:

Introduction of What-If Scenarios

We have introduced the ability to create What-If scenarios in Forecast Scenarios. This enables you to address different situations and customize their impact on key parameters of individual Forecast Scenarios, such as volume, average handling time (AHT), shrinkage, and more.

Support for the Weighted Moving Average Algorithm

We have added support for the Weighted Moving Average (WMA) algorithm in Forecast Scenarios. This algorithm assigns different weights to historical data points, giving more importance to certain periods. It allows you to emphasize specific weeks based on their relevance. This enhancement allows you to generate Forecast Scenarios that give more importance to recent data points, improving responsiveness to recent trends.

Updated Forecast Scenario Parameters

While creating a Forecast Scenario, you can now select only Contact Volume and Average Handling Time (AHT) as forecast parameters. The options for Shrinkage, Occupancy, and Abandonment Rate have been removed from the list of forecastable parameters to streamline the forecasting process.

Split Profiles Added to Forecast Scenarios

We have introduced the ability to create Split Profiles within Forecast Scenarios, enabling distribution across multiple contact centers. Split Profiles allow you to break down a single Forecast Scenario into smaller, location-specific segments using Child Workloads. This makes it easier to manage and share Forecast Scenarios across different sites while maintaining alignment with the overall forecasting strategy.

Additional Enhancements

• Added the ability to view week-level data in both Forecast Scenarios and the Master Forecast, providing a more flexible view of forecasting trends.

Updated Schedule Scenario Capabilities

We have introduced the following enhancements to the Schedule Scenario functionality:

• You can choose to consider submitted Agent Preferences when creating Schedule Scenarios. This ensures agent preferences are considered while meeting your defined Service Level Goals.

• Added the ability to clone existing Schedule Scenarios.

• Improved the User/User Group selection in Schedule Scenarios by resolving and displaying all individual users from selected user groups. This gives you full visibility into the included users and selectively remove individuals as needed.

• You can now choose to export Schedule Scenarios in Day View or Custom View mode.

• We have introduced the ability to export the Master Schedule, similar to the existing export functionality available for Schedule Scenarios.

• The Schedule FTEs Staffing Metric will now be calculated based on the “Proficiency” of the agents, which is defined in the Work Contract-type Schedule Policy.

• The system will now retain Adherence timeline updates made by managers when a new version of the Schedule Scenario is published or a new Schedule Scenario is created for the same set of agents, provided the agent’s Shift remains unchanged.

Enhancements to Drag and Drop of Activities from Activity Catalog

• The Activity Catalog is now grouped by Activity Category (In-Office or Out-of-Office) or Activity Type (Paid/Unpaid) for easier navigation. Out-of-Office Activities marked as Time Offs will not be available in the Activity Catalog.

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

Added Alerts Functionality When Viewing Schedule Scenarios

We’ve added Alerts functionality when viewing Schedule Scenarios. Workforce Managers can now resolve Time Off-related alerts directly from the Third Pane, enabling faster conflict resolution before publishing.

The following alert types are currently supported:

•Approved Time Off overlaps with a Shift when the Time Off request was raised after Schedule Scenario generation.

•Approved Time Off falls outside the scheduled Shift.

Ability to Optimize Schedule Scenarios

We have introduced the ability to optimize Schedule Scenarios. This enables automated changes to agent schedules by modifying Activities and Shift placements while strictly adhering to the defined Schedule Policies. This feature minimizes staffing imbalances (overstaffing and understaffing) and ensures effective workforce distribution.

Introduced the Agent Preference Functionality

We have introduced the Agent Preference feature in the Workforce Management module. This enhancement allows agents to submit their Shift preferences, while supervisors can define preference windows, apply scheduling constraints, and review the preferences submitted by agents. You can now also choose to consider and accommodate submitted Agent Preferences when creating Schedule Scenarios.

A new set of permissions has also been added to support secure and controlled usage, enabling granular governance over who can configure and access this functionality. This structured approach improves scheduling accuracy, minimizes manual intervention, and supports fair and balanced shift allocation across the workforce.

Introduced the Shift Change Functionality

We have introduced the Shift Change functionality, allowing agents to request modifications to their schedules for both future and past Shifts. Agents can propose changes such as adjusting Shift start times or adding, removing, or rearranging Activities within their assigned Shifts.

To ensure control and consistency, supervisors can define Shift Change Policies that apply constraints to the details of these requests. These policies can be assigned to agents, enabling structured governance over what types of changes are allowed and under what conditions.

This feature helps maintain accurate Adherence records and streamlines the request management process for supervisors, reducing the need for manual Shift adjustments.

Enhancements to Activities

We have introduced the following enhancements to Activities:

• Pseudo / Not Working Activity Impact: A new impact type that allows you to split Shifts to represent unpaid, non-working intervals within a Shift.

• Activity Category: A new classification option that categorizes Activities into In-Office and Out-of-Office. In-Office Activities are tasks performed during an agent’s scheduled working hours, while Out-of-Office Activities are tasks or events outside working hours, including approved Time Offs.

• Track Adherence: You can now specify whether the Activity should impact the agent’s Adherence.

• Visibility on Schedule Scenario Activity Catalog: You can now configure the visibility of specific Activities in the Activity Catalog when viewing Schedule Scenarios or in the Activities field while creating Shifts. Additionally, access to these activities in the Activity Log can be restricted, ensuring that only users with whom the activity has been explicitly shared can view or use them.

Introduction of Time Off Activities

We have introduced a new approach for assigning and requesting time off through Time Off Activities. These are categorized as Out-of-Office activities and will now be used in place of the previously supported Time Off Types, which have been deprecated. This change will reflect across Workforce Management functions, such as Slots and Reporting.

Enhancements to the Shift Creation Process

We have introduced the following enhancements to the Shift creation process:

• You can now configure Activities within a Shift to start relative to the Shift start time or another Activity in the same Shift. This enhancement provides greater flexibility in defining activity sequences and ensures more precise control over Shift structure and timing.

• You can now define the color for the Base Activity that will show in the Day View and Custom View of Schedule Scenarios and Master Schedule.

Enhancements to Real-Time Adherence (RTA)

We have made the following enhancement to the Real-Time Adherence dashboard:

• Added new statuses: "No Status Assigned" and "Agent Never Logged In".

• Introduced the "NA" field for agents without assigned schedules.

• Updated adherence indicators to display "Adherent" and "Non-Adherent" instead of the previous "Yes" or "No".

• The system will now retain Adherence timeline updates made by managers when a new version of the Schedule Scenario is published or a new Schedule Scenario is created for the same set of agents, provided the agent’s Shift remains unchanged.

Real-Time Adherence (RTA) Timeline Now Visible in My Schedule

Agents can now view their Real-Time Adherence (RTA) timeline directly within the My Schedule interface. This visibility empowers agents to monitor their adherence performance in real time and request corrections for unavoidable schedule deviations.

Enhancements to Schedule Policies

We have introduced the following enhancements to various Schedule Policy types:

Work Contract Schedule Policy

The following updates to the Work Contract-type Schedule Policy configuration page:

• The “Working Hours Per Day” field is renamed to “Total Daily Work Duration”.

• The “Working Hours Per Week” field is renamed to “Total Weekly Work Duration”.

• Removed the “Tolerance per Day” and “Tolerance per Week” fields.

• Introduced the “Proficiency” field, which is used to calculate Schedule FTEs Staffing Metric while viewing Schedule Scenarios.

Day Off Schedule Policy

The following updates to the Day Off-type Schedule Policy configuration page:

• The “Days Off” field is renamed to “Select Days to schedule Day Off”.

• Removed the "Days Off Per Month" field.

• Removed the “Tolerance per Day” and “Tolerance per Week” fields.

Assignment Schedule Policy

The following updates to the Assignment-type Schedule Policy configuration page:

• The “Start of Week” field under the Shift Pattern section is renamed to “Starts On”.

Introduced the Agent Hub

We have introduced the Agent Hub in the Left Pane, a centralized workspace designed to help agents manage their daily activities more efficiently. This section has the following sub-sections:

• My Schedule

• Slot Calendar

• My Schedule Preferences.

From this hub, agents can view their My Schedule and Slot Calendar, submit Agent Preferences, track their Adherence, and submit Shift Bid requests.

Request Dashboard Configuration Updates

We’ve made the following modifications to improve the configuration experience for Request Dashboards:

• Removed “Schedule Approval Request” from the Request Type field.

• Removed “All” from the Approval Status field.

• Restricted the “Eligible for Me” column to display only for Shift Trade Requests.

• Removed the “Approval Queue” column type.

WFM Reporting Updates

We’ve made the following modifications to improve the Reporting capabilities of Workforce Management:

Introduced the Standard Workload Performance Report

We’ve introduced the WFM Standard Workload Performance Report under the Social Analytics data source. This report delivers comprehensive insights into workload performance metrics, enabling more informed decision-making and operational analysis. Key metrics covered in this Report include forecasted versus actual volume, abandoned calls (with detailed breakdowns into short abandon and far-end disconnect), and declined calls.

Improved Historical Attendance Reporting

We’ve enhanced the attendance reporting framework with the Attendance Status Metric that delivers deeper scheduling insights. This enhancement combines data from Shift information, Time Off, Shift Trades, and Activity Types to determine accurate attendance states such as Present, Day Off, and Planned Leave.

Additional Enhancements

• Time Off Type Dimension has been renamed to Time Off Activity across the Reports to maintain uniformity.

• Time Off Balance Report: The Time Off Balance Activity Type has been renamed to Time Off Balance Transaction Type.

• Schedule Adherence Report, Schedule Conformance Report: Out-of-Office activities with Track Adherence set to Yes will be included in adherence calculations. By default, Adherence is not tracked for Time Off Activities.

• Shrinkage Report: With this update, "Out of Office" Activities, including "Time Off", will now be reflected in calculations. Additionally, Activity Shrinkage calculations will now account for all Activity Types (In-Office and Out-of-Office) ensuring a more comprehensive and accurate representation of agent availability.

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Thank you for using Sprinklr Service. The 20.7 release brings significant enhancements and new features designed to make your experience even better. If you have any questions or need assistance, please contact us at tickets@sprinklr.com.