Sprinklr Service unifies customer experiences across voice, digital, and social channels. This release delivers advanced capabilities, enhancing efficiency and enabling businesses to craft consistent interactions across all touchpoints. Here are the key features included in Sprinklr Service's latest release.

After Call Work (ACW)

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

ACW History in Care Console

The Agents and Supervisors can view the ACWs and Dispositions associated with the case in Care Console.

The ACW tab in the Care Console displays all dispositions and sub-dispositions associated with the case including those from multiple ACW submissions, without requiring any additional configuration. The ACW tab is available by default.

Users with permission to view All ACWs can see every ACW triggered for a given case by any agent. This permission is typically granted to supervisors who need visibility into the full ACW history for each case. Users without this permission will only see the My ACWs tab, which displays the ACWs they have personally triggered. The My ACWs tab is visible to all users.

For more information, refer to the Configuring ACW and ACW Builder Components.

Support to Add Different ACW Timeout Settings Based on Case/User Custom Fields

Sprinklr now introduces an option in the ACW Builder configuration panel that allows administrators to define custom After Call Work (ACW) timeout durations for specific user groups or case conditions, offering greater flexibility beyond the global timeout setting. For more information, refer to the Configuring ACW and ACW Builder Components.

ACW for all the Call Participants

After Call Work (ACW) helps agents complete post-call activities such as adding notes or updating CRM records once a call ends. Previously, ACW could be triggered either for primary agent during the call or for all participants.

Admin can now choose from the following 3 options that provides more flexibility in determining who receives ACW.

• Trigger ACW for Each Primary Agent - ACW is triggered for every agent who becomes the primary agent at any point during the call. This is selected by default.

• All Agents on Call: Trigger ACW for All Agents - ACW is triggered for all agents involved in the call, regardless of their role sequence.

• Final Agent Only - Trigger ACW Only for Final Primary Agent - ACW is triggered exclusively for the last primary agent in the call.

This update allows you to better align ACW behavior with your workflow—avoiding duplicate tickets and ensuring that only the right agents perform post-call tasks. For more information, refer to the ACW for all the Call Participants.

Configure AI Autofill for Multi-Screen ACWs in AI+ Studio

You can now configure AI Autofill at the ACW (After Call Work) screen level directly in AI+ Studio.

Previously, Autofill could only target one screen per ACW, causing prompts to trigger in unintended places when multi-screen workflows were used. With this functionality, we can even use autofill for ACWs that contain multiple screens.

With the introduction of ACW Name and ACW Screen filters, you can now:

• Target specific ACW screens for Autofill

• Apply screen-specific prompts and logic

• Improve accuracy and efficiency across multi-screen ACW processes

• Build cleaner, more modular Autofill deployments

For more information on configuration steps, refer to the AI+ Studio Deployment for Multi-Screen ACWs .

Agent Assist - Smart Comprehend and Smart Response

Language Expansion for Smart Comprehend and Smart Responses

• Smart Comprehend: Czech, Slovak, Greek, Hungarian, Macadonian, and Ukranian

  The 26.1 release now allows you to support the following languages in Smart Comprehend, enhancing your ability to provide accurate and timely knowledge base recommendations across these languages:

  • Czech

  • Slovak

  • Greek

  • Hungarian

  • Macadonian

  • Ukranian

• Smart Responses: Austrian, Japanese, Coratian, Polish, Greek, Slovak, Czech, Montenegrin, Ukrainian, Macedonian, Turkish, Albanian, and Bosnian.

  The 26.1 release now allows you to support the following languages in Smart Responses, enhancing your ability to provide accurate and timely knowledge base recommendations across these languages:

  • Austrian

  • Japanese

  • Coratian

  • Polish

  • Greek

  • Slovak

  • Czech

  • Montenegrin

  • Ukrainian

  • Macedonian

  • Turkish

  • Albanian

  • Bosnian

Language Expansion for Response Compliance in Care Console

The 26.1 release supports the following languages in Response Compliance:

• German

• Greek

• Croatian

• Czech

• Hungarian

• Slovak

• Macadonian

Recommending Language-Variant Articles Based on Agent Platform Language

Smart Comprehend can now automatically surface knowledge-base article variants in the agent’s platform language, even when the case language is different.

This enhancement eliminates the need for agents to manually switch article languages after opening each recommended article, saving time and improving usability.

This enhancement is particularly useful for teams supporting languages their agents may not understand. By automatically presenting article content in the agent’s own language (when available), Smart Comprehend:

• Reduces context switching

• Eliminates the need to manually toggle article languages

• Speeds up response times

• Improves agent confidence and efficiency

For more information, refer to the Smart Comprehend Features and Functionalities.

Agent Copilot

The following updates are introduced to the Agent Copilot module to improve knowledge management, agent productivity, and overall user experience: 

Add Websites as Knowledge Content 

Website URLs can now be added as knowledge content in Agent Copilot. Up to 100 child URLs from a single website URL are supported. This capability expands the knowledge base, enabling more comprehensive and accurate responses. 

New Tools in Agent Copilot 

The following Tools are added to Agent Copilot to enhance your Copilots’ functionality, improve task execution and boost agents productivity.  

• Handover Function: Routes Copilot conversations from one task to another. The system prompt updates when transferred. 

• Processing: Executes a prompt within itself and returns output to the task. 

• Model Context Protocol: Enables Copilot to interact with standard tools through MCP. Agents can use MCP to communicate with tools. 

• Dialogue Tree: Allows selection of Dialogue Tree as a tool inside a task. Executes workflows step by step. 

• Get Record: Fetches data from Sprinklr using the Get Record node inside a task. 

Add Case-Level Custom Fields as Input Search Parameters 

Case-level custom fields can now be used as additional search parameters in Agent Copilot. 

Key capabilities include: 

• Viewing active parameters in the Copilot UI 

• Setting parameters before sending a query 

• Retaining parameters throughout the session unless cleared 

• Removing or re-adding parameters individually 

• Clearing all parameters when needed 

• Passing parameters with each request for audit/logging 

• Supports up to 2 custom fields  

Select and Copy Copilot’s Response  

Agents can highlight and copy a specific portion of Copilot’s response to: 

• Insert into a customer reply 

• Refine a follow-up query 

Only the selected text is carried forward, improving flexibility and reducing manual effort. 

Benefits: 

• Saves time and reduces extra clicks 

• Improves accuracy by carrying forward only relevant content 

• Enhances efficiency in customer interactions 

Multi Turn Toggle in Task Configuration 

A Multi-Turn Toggle is now available in the task configuration window. 

• When enabled, agents can continue a task across multiple messages with saved context. 

• Copilot injects orchestration instructions for smarter handoffs without routing every message globally. 

• When disabled, tasks run as single-turn interactions. 

Streaming Support in Agent Copilot 

Streaming functionality has been enhanced to: 

• Improve reliability 

• Enable streaming responses from indexed data sources 

• Deliver a smoother, more consistent experience 

Call Control

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

Improvements in Call Controls Reporting

Sprinklr has added a new Call State metric called Agent Transfer Cancelled to track the cancelled transfer events. For more information on various Call States metric, refer to

Enhanced Dialer in Call Controls

Sprinklr introduces a configurable option at the persona level that determines how the dialer handles phone number and country code fields in new outbound call forms.

With this feature, administrators can enable a checkbox within the persona app configuration which ensures that the dialer always starts with the default country code and a blank phone number after each successful call. This prevents sensitive customer data from being inadvertently exposed to subsequent users or sessions, while still allowing organizations to retain the previous behavior if desired. The configuration applies across all supported outbound dialer forms (manual outbound, case outbound, and CTI) in persona apps, providing a consistent and compliant experience for enterprise and CTI use cases.

For more information on enablement steps, refer to

Enhanced Supervisor Features in Call Control

During warm transfers or conference scenarios, when the supervisor opts for Listen, Whisper, or Continuous Listen mode, they will be able to hear the agent’s conversation with the colleague and hear the regular agent–customer interaction. For more information, refer to

Dialer Preview Rules

If an agent needs a dynamic dialer setting, they can enable Dialer Preview Rules. Based on the configuration, the system will automatically select the appropriate dialer.

Refer to Outbound Rules to configure and use these rules.

Citrix Media Reporting

Sprinklr has introduced Reporting Metrics for the Citrix Media Redirection feature. When Citrix Media Redirection is enabled in your environment, the following reporting metrics are available so you can monitor adoption, usage, and call-quality impact over time.

• Offered calls using Citrix / Non-Citrix — total number of calls offered to agents using Citrix Media Redirection vs those not using it. This is available in the Voice Agent Performance report.

• Is Agent Using Citrix Media Redirection (True/False) — indicates whether a particular call was routed with media offloading enabled. This is available in the Voice Agent Performance* report.

• Number of agents for whom Citrix has been enabled — shows how many agents have the Citrix feature turned on. This is available in the User Attributes Report.

• Version of CWA Citrix Workspace App and distribution — shows CWA (Citrix Workspace App) version on agent systems, and distribution across versions including % of agents using a particular version (example, 2203). This is available in the Voice Analytics report.

• MOS of calls for agents using Citrix vs Not Using Citrix — shows MOS (Mean Opinion Score) / call-quality comparison for calls routed with Citrix media-offloading vs calls without Citrix. This is available in the Voice Analytics report.

For more information, refer to the

Enhancements to Call Events Tracking

Sprinklr has introduced two new call events that provide deeper visibility into agent actions during call handling. These enhancements improve auditing, reporting, and workflow automation for voice interactions.

1. INITIATED_TRANSFER - Transfer process has been initiated on an active call.

2. INITIATED_ADD_TO_CALL - Agent initiates the action to add another participant to an ongoing call.

During the call handling process, the system tracks the following IDs:

• TRANSFER_WORK_QUEUE_ID: The work queue ID to which call is being transferred.

• TRANSFER_AGENT_ID: The Agent ID of the agent receiving the transferred call.

• TRANSFER_EXTERNAL_NUMBER: The external phone number used when transferring the call to an external destination.

• INVITE_INITIATOR_AGENT_ID: The identifier of the agent who initiated the invite to add a participant to the call.

• ADD_AGENT_FROM_QUEUE: Indicates that an agent was added to the call by selecting from the work queue.

• INVITE_WORK_QUEUE_ID: The identifier of the work queue from which an agent is selected.

For more information, refer to

Media Offloading Support for Azure VDI

Many global organizations, especially those managing sensitive customer data, require that media assets remain within specific geographical boundaries to comply with data residency and regulatory policies. Traditionally, when handling large volumes of media such as videos, images, and audio within Sprinklr’s environment, these assets are stored and processed on Sprinklr servers, which can pose compliance and performance challenges.

To solve this, Media Offloading is introduced through Azure Media Services integration. This feature allows media files to be stored and processed directly in Microsoft Azure, within the designated region, instead of routing through Sprinklr’s infrastructure. This ensures better compliance, improved scalability, and optimized performance for media-heavy workflows.

For more information, refer to the

Care Console

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

Persona App Configurations

The following new Persona App configurations are introduced:

Configure Publishing Keyboard Shortcuts by Channels

Admins can configure both the default and channel specific publishing keyboard shortcuts (Enter and Ctrl + Enter). The default shortcut acts as a fallback for all channels, while channel specific shortcuts can be set as needed. This provides admins better control over publishing behavior and ensures a consistent agent experience across different channels.

Enable Avatar for Bot Responses

Admins can enable a separate avatar for system generated responses in the conversation pane. This provides a clear visual distinction between agent responses and automated responses. It helps agents, supervisors, and admins quickly identify message sources during case review.

Preview Auto-Translated Messages

Admins can allow agents to preview auto translated messages before publishing. Agents can preview the original message with the translated message in multilingual conversations. This ensures translations are accurate, reduces errors, and improves the quality of communication with customers.

Show Work Queue Availability Stats

Admins can enable work queue availability stats when agents use the Assign to X macro. The Work Queues dropdown displays the number of available agents and the total number of pending cases in each work queue. This helps agents assign cases more effectively and balance workload across work queues.

Visibility of Sub-Case Unlinking in Conversation Pane

The Conversation Pane now displays a case relationship update message when a sub-case is unlinked from its parent case. This provides agents with clear visibility of case relationship changes.

Visibility for Draft and Schedule Message via Rules

Care Console now supports detecting cases with draft or scheduled outbound messages using Rule Engine-based conditions. When an agent saves or schedules a message in the Care Console reply box, rules can check whether a draft or scheduled message exists for a case. It can then trigger actions such as updating case-level custom fields or adding the case to a queue.

Line Spacing Support for Email

The Text Formatting Toolbar supports line spacing adjustments for email cases. Agents can set line spacing to make email content more legible and better formatted, similar to standard text editor options.

Care Console Enhancements for Source Agnostic Channel

Agents and supervisors now have improved tools to manage and format messages on source agnostic channels.

Editing Support for Published Messages

Supervisors can now edit published messages on source agnostic channels to correct agent responses. Only the edited responses are displayed to customers, ensuring accurate communication while maintaining an audit trail.

Rich Text Formatting Support

Source agnostic channels now support rich text formatting, including paragraph styles, size, bold, italics, and more. This allows agents to compose messages with improved formatting, enhancing readability and presentation.

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Read Receipts with Timestamp for Source Agnostic and Email Channels

Care Console now supports read receipts for messages sent on Source Agnostic and Email channels. If the channel provides delivery and read timestamps, these details are also displayed, allowing agents to see when a message was delivered and read. This improves visibility into message delivery and engagement.

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Smart Response Consumption Tracking via Rules

Two new Post-Publishing rule conditions, Smart Response Used and Smart Response Edited, have been added to track how agents interact with smart responses in Care Console.

These rules help teams monitor whether agents send a suggested smart response as-is, or an edited smart response, providing insights into smart response adoption.

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Spelling and Grammar Check Support for Korean

Care Console now supports spelling and grammar checks for Korean. This enhances agent confidence and ensures accurate professional communication and Korean messages, reducing errors in outbound messaging.

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Auto-Translation Visibility in Reporting

You can now plot both original and auto-translated messages alongside each other on a report for analysis. Reporting dashboards support the following new dimensions:

• Auto translated message

• Auto translated title (For channels where title is present, for example, EMAIL)

• Auto translated language

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Real-Time Voice Transcription and Autocorrection based on Context

When an agent is speaking on a call, the transcription is translated automatically. This transcription might have certain inaccuracies. These inaccuracies are fixed based on the context and then the translation is done to ensure accuracy.

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Visibility into Call Recording Plays and Downloads

You can now view who has played or downloaded a call recording directly in the properties panel. The system captures and displays the name of each user in the corresponding field, and if multiple users interact with the same recording, all names are listed for complete visibility.

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This enhancement increases transparency into call recording usage, strengthens accountability, and ensures sensitive customer and business-critical information is handled responsibly.

Community

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

Notifications for Moderation Actions

You’ll now receive email or platform notifications when your posts, comments, or replies submitted for moderation are approved or rejected. You can manage these alerts through Notification Preferences, and notifications will only appear when moderation is enabled.

New notifications include:

1. Post approved after moderation

2. Post rejected after moderation

3. Comment approved after moderation

4. Comment rejected after moderation

5. Reply approved after moderation

6. Reply rejected after moderation.

Delete Community User Profiles from Frontend

You can now delete Community user profiles directly from the frontend, either by the administrator or by the user themselves.

There are two options:

• Temporary Deletion: This action anonymizes the user’s identity while preserving profile data in the backend. This action requires no approval and can be reversed within a configurable timeframe.

• Permanent Deletion: This action completely removes the profile and all associated activities. This action is non-reversible and requires administrator approval before execution.

Official Response Label

We’ve introduced the Official Response label, which allows authorized users to highlight an official brand response at the top of a thread. This ensures customers can easily see that the topic has been acknowledged, improving transparency and user experience. The official response appears at the top without changing the order of other replies. You can also configure notifications for users who follow a thread, so they are notified whenever an official response is added.

Enhancements to Follow/Unfollow Behavior

We’ve improved the behavior of Followed topics to deliver a better user experience.

Key enhancements include:

• For topics you follow, you will now receive timely in-app notifications and email alerts (if configured) whenever new posts are created.

• You’ll see an instant confirmation message in your language when you follow or unfollow a topic.

• You can now configure the frequency of emails you receive after following a topic.

Banner Widget for Community Announcements

We’ve introduced the Banner Widget, a new Community feature that allows moderators and administrators to display important announcements or guidance across Community pages. These banners are flexible and multilingual, and can include text, URLs, and customizable colors. They can be placed under any topic and enabled for specific topics as needed.

Activity Log for Category Hierarchy Management

We’ve added support for viewing the activity log of Categories and Topics under Category Hierarchy Management to improve traceability and accountability. The log provides details of all actions performed, such as create, edit, and delete, along with information on who made the changes, what was modified, and when the action occurred.

Conversational AI

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

Processing Node

The Processing Node now supports delivering a single, dynamic response before automatically ending the conversation. Additionally, a new field, LLM Configuration, has been introduced to define how Large Language Models (LLMs) are configured across different use cases, enabling greater control and flexibility in response generation.

Support to Clone GTS While Cloning a Conv AI App

We’ve enhanced the Conv AI App cloning process by adding support to automatically clone the associated NLU intents’ GTS. When a Conversational AI App is cloned, its corresponding GTS for intents will now be duplicated as well. This ensures a smoother setup experience, maintains intent consistency, and reduces manual reconfiguration efforts.

Support for Sentenciser in Zero-Shot Intent Model

We’ve improved how the Zero-Shot Intent Model handles expressions by adding support for a custom sentenciser. Previously, the system split input expressions into phrases only at the default punctuation marks. Now, you can define your own pre-processing regex directly in the UI to control how sentences are broken down, without the need for pre-set fields.

This gives you greater flexibility to customize phrase segmentation, which helps make intent detection more accurate across a wider variety of user inputs.

Addition of Toggle in Discovery Run

A new toggle has been added to the Discovery Run workflow to enable Sprinklr AI–powered Discovery Run. Once activated, users can leverage enhanced AI-driven discovery capabilities directly within the Discovery Run experience.

Add Support For Prompt Variables In Resource Selector

We’ve expanded the Resource Selector to support additional prompt variables, ensuring consistent access to case, conversation, and profile data across Conversational AI and AI Agent Builder, bringing them to parity with Agent Copilot.

The following prompt variables, previously available only in Agent Copilot tasks, are now fully supported across Conversational AI and AI Agent Builder:

• Case Standard Field→ case_standard_properties

• Case Custom Field→ case_properties

• Case Conversation→ case_conversation

• Case Notes→ case_notes

• Historical Case Conversations→ associated_case_details

• Profile Custom Fields→ fan_profile

This enhancement provides a unified experience by exposing key platform data across all AI modules.

Enable Bulk Import of Expressions Across All Intents in a Model via Excel Upload

AI Agent Builder now supports bulk importing expressions for all intents within a model using a single Excel upload, making model refinement significantly faster and more efficient. Users can upload the standardized Intent Expression Import Format.xlsx file, which includes intent IDs, intent names, languages, and expressions.

Support for LLM configuration on a Task/ Node Level

We have introduced enhanced flexibility for AI Agent workflows by enabling LLM configuration at both the Task level and individual Processing Node level. This update ensures that each step of a workflow can leverage the most suitable language model based on its purpose, complexity, or performance needs.

Key Enhancements

• Task-Level LLM Configuration:
  Define a specific LLM for an entire task, allowing consistent behavior across all nodes within that task.

• Dynamic Workflow LLM Support:
  Easily adjust model selection within dynamic workflows, ensuring smarter, context-aware responses.

• Processing Node–Level LLM Configuration:
  Assign different LLMs to individual nodes to optimize performance for generation, classification, summarization, or transformation tasks.

This upgrade provides greater control, improved accuracy, and better optimization of LLM usage across complex workflows.

Remove Regex Check for BOT_Completed

As part of our ongoing efforts to streamline workflow execution and reduce unnecessary validation overhead, we have removed the regex-based validation previously applied to the BOT_Completed flag within legacy Dynamic Workflows.

• The system will no longer perform a regex check on the BOT_Completed parameter.

• This ensures smoother workflow processing, reduces false validation failures, and aligns legacy flows with the simplified logic used in modern workflow components.

GTS Enhancements (UI)

This enhancement ensures greater consistency and clarity when reviewing GTS results. Previously, applying filters in the Review Predictions view caused individual intent scores to fluctuate, making evaluation harder. With the updated behavior, intent scores now remain static while filters are applied, allowing teams to review predictions with stable, reliable scoring.

Addition of Fields in Debug Log for Packet Tracking in Streaming Node

This update adds deeper visibility into the behavior of third-party LLM response streams within the Streaming Node. Previously, only high-level inputs and outputs were available in the debug log, limiting the ability to trace how packets were received over time. With this enhancement, the debug log now includes detailed packet-level metrics—First Packet Received Time, Last Packet Received Time, and Total Time Taken to Receive All Packets. These additional fields help teams monitor latency, troubleshoot streaming issues more accurately, and better understand end-to-end performance.

Conversational Analytics

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

Expansion of OOTB Vertical Seed Taxonomies for Contact Driver Discovery

We have expanded the OOTB vertical based seed taxonomy for Contact Driver Discovery in Conversational Analytics to include Financial Services, Manufacturing, and Automobile industries, enabling contact center analysts to use industry-standard frameworks for triggering contact driver discovery. These ready-to-use, industry-aligned seed taxonomies help analysts reduce discovery triggering time and achieve more accurate results.

Language Expansion of Contextual CSAT (3.0)

We have expanded the language support of Contextual Sentiment to process Macedonian, Slovak, Greek, Czech, Polish and Montenegrin conversations.

Language Expansion of Contact Drivers

We have expanded the language support of Contact Drivers to process Montenegrin, Albanian, Serbian, Slovak, Icelandic, Macadonian, Bulgarian, Luxembourgish, Punjabi (Romanized) and Ukrainian.

Language Expansion of Insights Hub

We have expanded the language support of Insights Hub to process Spanish, Czech, Slovak, Macedonian, Greek, Polish and Montenegrin Cases.

Deprecation of Smart Clustering feature

The Smart Clustering or Voice of Customer feature is deprecated from the Conversation Analytics module.

Access Persona AppHomepage on Mobile Devices

You can now open and use the Persona App homepage directly on mobile App. This brings quick access to the key widgets and workflows without relying on desktop. The experience stays consistent across devices, making it easier to check insights and act on them on the go.​

Access Case Details and KeywordSearch in Mobile App Case Analysis View

You can now view key Case Fields and Custom Fields directly within the Case Details widget on mobile app case analysis view. This brings the same depth of post-interaction review that’s available on desktop.​​

Also you can now search for specific words or phrases directly within the Case Analysis view on mobile. This helps analysts quickly locate key moments in the conversation, apply boolean queries, and review interactions with the same depth and speed they have on desktop.​

Guided Workflows

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

Enhanced Dynamic Table with New Matrix Layout for Two-Dimensional Data

With 26.1 release, Sprinklr has significantly enhanced the Dynamic Table component in Guided Workflows. This update introduces the Matrix Table layout, a powerful way to render two-dimensional data. This supports more interactive and data-driven use cases, such as appointment slot booking and multi-dimensional data display.

Key Enhancements

Users can now render data in a two-dimensional grid where both rows and columns are generated dynamically.

• Dynamic Structure: Useful for complex data sets like Appointment Booking (Service Centres x Dates) or Status Tracking (Employees x Status).

• Cell-Based Selection: Unlike Standard tables where users select a row, the Matrix layout allows users to select a specific intersection (Cell). The output includes the specific Row data, Column data, and the Cell value.

• Freeze Index Column: The first column (Index) can be frozen to keep row identifiers visible while scrolling horizontally.

Appearance & Customization Improvements

Granular control over the look and feel of the tables has been provided to support single-page views and simplified interfaces.

• Hide Footer: Remove pagination controls (Rows per page, Next Page) for compact data sets. Available for both Matrix and Standard layouts.

• Hide Column Headers: Hide the Column Headers if the data context is self-explanatory (Matrix Table Layout only).

• Hide Index Column: Hide the Index Column if the data context is self-explanatory (Matrix Table Layout only).

• Dynamic Column Widths: Define specific pixel widths for your dynamically generated columns to ensure optimal readability.

Use Cases

• Appointment slot booking

• Time or resource allocation

• Calendar or schedule views

• Status or progress tracking across dimensions

Introduction of Hierarchy Picklist Screen Component

With the 26.1 release, Sprinklr has introduced a new component - Hierarchical Picklist.

The Hierarchical Picklist component is a powerful addition to Guided Workflows for capturing deep category structures efficiently. It enables users to drill down through multiple layers of a hierarchy within a single, searchable, and interactive UI. This eliminates the need for separate fields, and it significantly improves the overall user experience.

This component is particularly useful when the business workflow requires capturing tiered category information in a compact and intuitive UI that is common in returns, complaints, troubleshooting flows, or airline/retail issue classification.

Conditional Validation with Error States on Screen Load

You can now configure conditional validations with automatic error states for Guided Workflow screen components, including:

• Text Input

• Rich Text

• Checkbox

• Pick List

Previously, when a workflow redirected users back to a screen after backend validation (for example, duplicate Username or Email detected via an external API), the fields were not highlighted with errors, causing confusion and repeated failed attempts.

With this update, you can:

• Define validation conditions based on workflow variables or external action responses

• Configure dynamic error messages for failed validations

• Trigger validations automatically on-screen load, without requiring users to resubmit the screen

This ensures users immediately understand why validation failed and which inputs need correction, improving clarity and reducing friction in registration and login workflows.

Support for adding Keyboard Shortcuts for Screen and CTA Buttons

Guided Workflows now support keyboard shortcuts for Screen buttons and Call-to-Action (CTA) buttons, enabling users to trigger actions using standard keyboard combinations instead of manual clicks.

• Keyboard shortcuts configuration directly while setting up Screen and CTA buttons

• Pressing the shortcut triggers the same action as clicking the button

• Supports standard, accessibility-aligned key combinations (for example, modifier-based shortcuts)

• Consistent behavior across footer buttons and in-screen CTAs

Accessibility Impact: This enhancement improves accessibility by supporting keyboard-based interactions, aligning Guided Workflows with accessibility best practices and enhancing usability for keyboard-dependent users.

Open Referenced Guided Workflows Directly from Canvas

You can now directly open referenced Guided Workflows from the canvas when using Embed Guided Workflow and Call Another Guided Workflow nodes.

The Open Referenced Workflow option is available in the node actions menu (⋯) on the Guided Workflow canvas. Selecting this option opens the configured Guided Workflow in a new Sprinklr tab, making it easier to review and edit embedded or linked workflows without navigating away from the parent workflow.

Enhanced API Execution Mode and API Timeout in Add API Node

The API Execution Mode configuration in the Add API node has been enhanced to provide clearer execution behavior, improved reliability, and better control over workflow execution.

What’s New:

• Clear distinction between asynchronous and synchronous API execution modes:

  • Async to API Response – Triggers the API request and immediately continues the workflow execution.

  • Sync Reply to API Response – Pauses the workflow until the API returns a response.

• Threshold for API timeout (in seconds) - Specify the maximum time (in milliseconds) the workflow should wait for the API response when Wait for API Response is selected.

These enhancements improve workflow predictability, reduce execution risks caused by long-running APIs, and simplify debugging by making API behavior explicit during configuration.

Send Email Replies from Send SMS/Email/WhatsApp Node

When you are using the Send SMS/Email/WhatsApp node with Email selected as the channel, you can send emails as replies to existing case messages. Emails can now be associated with the Root Message, Last Associated Message, or Last Associated Fan Message within a case.

The following Reply association configuration allows you to link the outgoing email to:

• Root Message – First message of the case

• Last Associated Message – Most recent fan or brand message

• Last Associated Fan Message – Most recent customer message

This ensures email responses are correctly threaded within the case context. By default, emails continue to be sent as standalone messages unless reply association is enabled.

Support for Opening URLs in a New Window in the Transition Screen Node

You can now choose to open the website in the same window or a new window from the Redirection Behavior dropdown of the Transition Screen node. Opening the website in the same tab is applicable for external Guided Workflows only.

Improved Multi-word Search Support for Pick List Input

With the 26.1 release, Sprinklr has updated the search logic for the Pick List (Source: Entity) screen component to ensure consistent and predictable results when users search using multi-word or partial terms. This enhancement resolves a previous mismatch between backend search results and how results were displayed in the UI.

The new behavior performs a full-prefix match on the entire search string and also supports substring matching, allowing users to find results using partial text. This means users now see only the most relevant values—those that begin with the search phrase—without being overwhelmed by unrelated results returned.

This enhancement provides more predictable, accurate search results and significantly improves workflows where entity lists are large, where users rely on copy-paste search, or where multi-word entity names are common.

Enhanced Date and Time Component Configuration for Improved Scheduling and Navigation

With the 26.1 release, the following updates are made to the Date and Time Input Component.

• New Field: Show calendar upfront

  • Introduces a more intuitive date selection experience by eliminating the extra click required to open the calendar.

  • When enabled, the calendar view is displayed immediately when the screen loads.

  • Recommended for use cases where appointment selection is the primary expected action.

• Key Enhancement: Support for Dynamic Ranges via Variables

  • Ensures users can select only valid and actionable dates, reducing errors and improving scheduling accuracy.

  • Enable Date & Time Conditions field. Under Within Ranges, a new option Dynamic Ranges has been introduced.

  • Dynamic Range allows you to configure the Date & Time Input component to display only specific dates or date ranges that are dynamically determined, such as through an API response or a workflow variable.

    Each range is defined by two epoch timestamps (milliseconds, UTC): [start_time, end_time]. Multiple allowed ranges can be grouped like this: [[start1, end1], [start2, end2], ...]

  • The Date & Time Input component will show only the dates within these ranges as selectable. All other dates will appear greyed out.

  • The variable must be an array of arrays, where each inner array contains two epoch timestamps in milliseconds (UTC).

• New Field: On Select Action

  • Streamlines user flow by enabling automatic navigation based on date selection.

  • Enable this to pass the value selected to the next or previous screen component. The following options are available:

    • Next Screen → Automatically moves to the next screen when the date is selected.

    • Previous Screen → Moves to the previous screen.

Alignment Configuration for Number Data Type Field in Dynamic Table

With the 26.1 release, Guided Workflow Dynamic Table have been enhanced to support alignment configuration for Number data type columns. You can now configure Start, Center, or End alignment for columns with Number data types within Dynamic Tables.

This feature allows workflow designers to create more structured and visually consistent table layouts.

Workflow Description Visibility on Workflow Canvas

With 26.1 release, you can view the workflow description directly from the Guided Workflow canvas header. A tooltip appears next to the workflow name, displaying the complete description.

This update makes it easier to quickly understand workflow details without leaving the canvas.

Enhancement to the Default Value field of the Pick List Screen Component

With the 26.1 release, the Pick List component supports configuring Default Values that are not limited to the first 20 records fetched from the entity. This enhancement ensures that default selections are applied reliably, even when the required value does not appear in the initial set of 20 entity records.

To configure, when the Source is set to Entity and you need to configure a Default Value, you must provide the default value in the following structure:

[ "label" : "REF" , "value" : "REF" , "raw" : ["label" : "REF" , "value" : "REF"]]

• The label, value, and the corresponding properties inside raw must match.

• All values must be enclosed in double quotes.

• This format ensures that Default Values are correctly recognized, even when they are not part of the first 20 records fetched from the entity.

Example, if your picklist displays a list of countries and you want Germany to be selected by default, configure the Default Value as:

[ "label" : "Germany" , "value" : "DE" , "raw" : ["label" : "Germany" , "value" : "DE"]]

Support for Lexicographic Label Sorting for Picklist Screen Component

The Picklist Screen component in Guided Workflows support lexicographic (label-based) sorting directly from the UI. The following enhancements are made:

• Added Label as a sorting option in the Sort Records By dropdown

• Support for both Ascending and Descending sort order when sorting by label

• Consistent sorting controls alongside existing options such as Date Created and Modified Date

This enhancement simplifies configuration, improves flexibility in how picklist values are displayed, enables label-based sorting—making picklists easier to configure and maintain.

Improved Attachment Handling – Removal of Auto-Generated Filename Prefix

When files are uploaded through an External Guided Workflow form, Sprinklr previously added an automatic filename prefix (EXT_PE_<alphanumber_id>) for internal tracking. Although this prefix was not visible on the upload screen, it appeared when the file was later shared with end users (for example, as an email attachment), which caused confusion.

With 26.1 release, Sprinklr allows you to preserve the original filename for all manually uploaded files (including PDFs and images) in External Guided Workflows. When enabled, attachments sent to end customers retain their original names, improving clarity.

To enable this feature in your environment, work with your Success Manager.

Support for Navigating to a Specific Widget in Care Console

With 26.1, a new Navigate to Widget transition action is available in the Guided Workflow Canvas, enabling workflows to redirect agents to specific widgets within the Care Console.

This update improves agent guidance, reduces dependency on custom triggers, and simplifies widget-based navigation within guided workflows.

Key Highlights:

• Redirect agents to a specific widget using Widget ID (takes priority when provided)

• Navigate to the nearest matching widget using Widget Template ID

• Support for Entity Type to ensure correct widget context (for example, UNIVERSAL_CASE)

• Seamless navigation without leaving the Care Console

Post Asset Display Support in Guided Workflows with Case Variable Resolution

With 26.1 release, the Display Component – Asset in Guided Workflows supports Post assets, enabling workflows to display message-based content that includes both text and multimedia.

Key Enhancements:

• Added Post as a supported asset type alongside Text, Rich Text, and Dynamic Asset.

• Support for displaying static Post assets selected from Asset Manager

• Support for dynamic Post assets using Asset ID resolution via case variables

• Runtime rendering of Post assets with full message structure, including inline media and formatting

This enhancement allows agents to use rich, channel-ready message content—such as email-style responses with embedded images directly within guided workflows, improving consistency and reducing manual composition effort.

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Journey Facilitator

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

Automatic Journey ID Transfer to Cases

When messages sent from a Journey are associated with a Case, the Journey ID will now be automatically transferred to the Case. You can track this information through Reporting and Analytics using the Marketing Journey ID dimension in the Social Analytics Data Source.

Enhanced Media Preview in Journey Facilitator

We’ve updated the media preview within message nodes in the Journey Facilitator configuration to provide all the details needed by journey administrators. The preview now includes a maximized view with header, body, and footer in a scrollable format, and it can expand to full screen. Administrators can also verify formatting and content for WhatsApp, SMS, and Email directly on the canvas.

Publish Messages to LINE Using Journey Facilitator

You can now publish messages to the LINE messaging app using the Journey Facilitator Persona App. The following message templates are supported:

• Card

• Confirm

• Carousel

• Image Carousel

• Quick Reply Flex Message.

Unified Journey Name Filter for Journey Facilitator Reporting

We’ve introduced the Marketing Journey Post filter for Journey Facilitator reporting and analytics. This dashboard filter lets you select specific journeys and apply them consistently across multiple widgets in the Reporting Dashboard, regardless of whether the widgets are configured using Outbound Message or Process Execution Analytics data sources.

Knowledge Base

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

Content Variable Cloning

You can now clone existing Content Variables, allowing you to quickly create duplicates while retaining all existing settings and condition blocks. This enhancement is especially useful when working with Content Variables configured with a large number of variant conditions, helping reduce setup time and ensure consistency.

Bulk Editing of Custom Fields

You can now modify Custom Fields for multiple articles at once, significantly reducing manual effort. This enhancement streamlines content updates, saves time, and ensures consistency across large content sets.

Enhanced Multi-User Collaboration Controls

We have introduced new capabilities to improve collaboration and prevent conflicting edits during the content creation and approval process:

1. Automatic View-Only Mode on Submission for Approval: When you send an article for approval, it automatically switches to view-only mode. This prevents further edits from your side and ensures that approvers or other authorized authors can make the necessary changes without interruption during the approval workflow.

2. Auto-Exit from Edit Mode: If an article is open in edit mode, you will now be automatically exited under certain conditions, such as inactivity for a defined duration, switching to another tab, or closing the article.

These safeguards help prevent edit conflicts and ensure that approvers are not blocked from reviewing the article.

Improved Visibility of Embedded and Referencing Content

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

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

Improved Version History with Sequential Versioning

The Version History now displays unique, sequential version numbers to help authors easily identify and navigate article revisions. Each version entry includes the version number, timestamp, author, article status (such as Draft or Published), and the date and time of the change, offering a clear and comprehensive view of the article’s modifications.

Drafts and auto-saved versions are shown as sub-versions, grouped under their corresponding published or approved parent version, making the revision structure easier to understand and track.

Improved Selection of Country-Specific Article Variants While Hyperlinking

When adding hyperlinks using the Add via Articles option, you can now choose to display all available country-specific versions of a base article. You can also filter articles using the Country filter. These enhancements help authors clearly distinguish between base articles and their localized variants, even when they share the same title.

Compare Raw HTML Between Article Versions

When viewing an article’s version history, you can now compare the raw HTML of two versions side by side. This offers a clear and reliable way to review HTML changes between versions.

Revamped Table Editing for Articles

We’ve enhanced the table functionality in article creation to support advanced editing capabilities, making it easier to create, modify, and format tables.

Key improvements include:

• Enhanced table creation and deletion

• Better row and column management

• Advanced cell border customization options.

Predefined Language Setting Support in Article Import

While importing articles into Sprinklr Knowledge Base, you can now configure a predefined Language Setting in the import file. This allows the imported articles to be automatically associated with the specified language, helping streamline the localization workflow and reduce manual effort.

Priority-Based Sorting for Knowledge Base Categories

Knowledge Base categories can now be sorted by priority. You can set a category’s priority while creating it or update it later by editing the category. This enhancement allows you to customize the display order, ensuring that the most frequently used or high-priority categories appear at the top. Priority-based sorting applies to all users who have access to view the categories.

Smart Assist Language-Based Recommendations

Smart Assist now recommends articles to agents based on the agent’s platform language. If articles in the agent’s language are not available, the system will follow the previous workflow and recommend articles in the Case language. Additionally, the language variant will exactly match the agent’s locale. For example, an agent with English (US) will not receive articles in English (UK).

Live Chat

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

Support for Masking Individual Fields in Contact Details Form

In the Contact Details Form, you can mask individual fields containing sensitive information once a user submits the form. The masking configuration enables you to specify the masking character, apply a regular expression (regex), and optionally copy the masked data into a custom field for further use.

Support for New Languages

Live Chat now supports two new languages:

• Portuguese (Brazil)

• Kurdish (Sorani)

Enhanced Character Limit Experience in the Chat Composer

The character limit is now shown only when the user exceeds it, creating a cleaner and more intuitive composer experience. The live character count has been removed, and an inline error message is displayed only when the user goes beyond the allowed limit.

Support for Hiding the Attachment Option for Bot Responses

Live Chat can now be configured to hide the Attachment option, ensuring it only appears when relevant. This prevents confusion or misleading expectations and provides a clear, consistent user experience.

Dynamic Chat Header Titles in Conversation Screen

The Chat Header can now be configured to dynamically update its title in real time based on the session type (bot or live agent). This provides users with clear, contextual awareness of who or what they are interacting with during the conversation.

Support for Multiple Bot Avatars

Live Chat now supports using multiple bot avatars at the application level. For example, different avatars can be assigned to specific bots, dialog branches, or sub-flows to create context-based or sub-branded experiences. A default fallback avatar is used when no override is configured.

Hide Chat Trigger Icon While Scrolling

Live Chat can be configured to temporarily hide the chat trigger icon while a user is scrolling the page. This prevents the icon from distracting the user or overlapping with page content. Once scrolling stops, the chat trigger icon automatically reappears.

User Consent Management for Analytics

Live Chat now supports consent-based analytics tracking through a flag in the embed code. Websites can ensure that user activity is tracked only when explicit consent is provided.

Any changes to user consent after a chat has been initiated can be updated to Sprinklr Live Chat via the SDK, enabling the system to start or stop analytics tracking accordingly.

Messaging

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

Support for WhatsApp Marketing Messages API (MM API)

Sprinklr now supports sending WhatsApp marketing messages (HSM marketing templates) through the Marketing Messages API, an update to the default WhatsApp Cloud API.

The MM API is purpose-built for marketing and provides automatic delivery optimizations that improve message delivery, engagement, and cost efficiency. It also supports features such as richer media formats and time-to-live controls for time-sensitive campaigns.

KakaoTalk Integration via Infobip for Brand Messages and Sangdam Talk

You can now add a KakaoTalk account through Infobip in Sprinklr. This KakaoTalk integration via Infobip supports both Brand Messages and Sangdam Talk. This will allow you to run marketing campaigns and enable agents to continue follow-up conversations, all through a single KakaoTalk account.

Multiline Body Support Added to Google RBM Card and Carousel Templates

The Google RBM Card and Carousel templates now support a multiline Body field with a higher character limit. This will give you greater flexibility to include more descriptive text in your messages.

TikTok Shop Integration for Unified Customer Service

Sprinklr now supports TikTok Shop integration, enabling brands to deliver a unified customer service experience at scale. With this capability, brands can seamlessly send and receive TikTok Shop messages directly within Sprinklr.

Product and order cards shared by customers will automatically appear in the Care Console, giving agents the necessary context to respond effectively. Comprehensive reporting is supported, including metrics such as session count, customer satisfaction percentage, response time, and response rate.

Support for WhatsApp Payments via PIX Codes

Brands in Brazil can now accept WhatsApp Payments through the PIX code method, including publishing order details, sending order-status templates, and initiating refunds. Cybersource is currently supported as the payment provider for this integration.

WhatsApp Voice Note Transcription Language Preference Support

Brands can now enable WhatsApp transcription on their preferred phone numbers. They will have the flexibility to set a primary language and add additional preferred languages, ensuring accurate transcription and improved customer communication across diverse interactions.

Meta Conversion API (CAPI) Support for Click‑to‑WhatsApp Ads

Sprinklr now supports integration with Meta’s Conversion API, allowing brands to seamlessly send Click‑to‑WhatsApp ad events to Meta Events Manager. This capability enables accurate attribution of downstream conversions to Meta campaigns and empowers marketers to optimize ad performance with greater precision using CAPI.

Outbound Voice & Dialers

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

Support for Case Custom Fields as Highlight Fields in Voice and Callback Campaigns

Agents can now view Case Custom Fields as highlight fields during customer previews and while handling preview or callback calls. This enhancement ensures that the most reliable case-related information is readily accessible, improving context awareness and enabling more informed interactions with customers.

Speech Profile Selection for Outbound Dialers

Outbound dialers now support selecting the appropriate speech profile based on case language, ensuring accurate transcript generation and proper language model alignment. A global default speech profile can be configured in the Outbound Settings screen, while individual dialer profiles can override this setting through Advanced Settings. If no dialer-level profile is specified, the system automatically applies the global default, streamlining workflows and improving transcription accuracy.

Cross-Campaign Prioritization and Weighted Dialing in Outbound Voice Campaigns

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

UI-Based AMD Policy Configuration for Real-Time Fine-Tuning

A UI-driven interface is introduced for configuring AMD (Answering Machine Detection) parameters at the campaign level, eliminating the need for backend intervention. This enhancement empowers Support, Admin, and Implementation teams to fine-tune AMD behavior in real time, reducing delays and improving accuracy. Users can now define an “AMD Policy” with configurable options such as disabling detection post-answer, enabling early media detection, considering silent calls as voicemails, and setting SIP call rejection thresholds. A global default AMD Policy can be managed in Voice Settings, while campaign-level overrides allow for geo-specific and segment-specific optimization. This feature accelerates time-to-value, improves agility, and provides audit and rollback capabilities for safer experimentation.

Controlled AMD Model Deployment with Reporting Transparency

The ability to assign specific AMD (Answering Machine Detection) models is introducedat the policy level, enabling controlled rollouts and safer experimentation. The AMD Policy UI now includes an optional AI Model dropdown for selecting active models, allowing campaigns to inherit the chosen model from their assigned policy. Reporting enhancements provide full transparency—goal records and exports now display the model name, reports can be filtered by model, and historical data retains original model references even after deactivation. This improvement reduces risk during model updates, supports multi-provider environments, and empowers teams to validate model performance with clear, actionable insights.

Voicemail Drop IVR Selection in AMD Policy

The AMD Policy interface now supports voicemail drop functionality allowing users to associate a pre-recorded message which can be dropped or sent to the customers whose calls were not connected and voicemail was detected. Users can select an existing IVR or create a new one inline, eliminating the need for navigating to the IVR module. When voicemail is detected and the beep occurs, the selected IVR will play automatically and leave a message for the customer. If no IVR is specified, voicemail drop will not be triggered. This capability currently applies only to Voice Connect and SignalWire providers, as indicated by an info icon in the UI. This enhancement streamlines campaign setup and makes voicemail automation reusable across campaigns.

Retries for Queue Callback Interactions

A robust retry mechanism for queue callbacks is introduced to ensure timely redial attempts while maintaining queue fairness and a consistent customer experience. When a queue callback is triggered, the system connects the customer to an available agent based on their queue position. If the initial attempt fails or a follow-up call is required, the Retry Engine automatically re-queues the interaction according to configurable retry settings and business logic. This enhancement improves callback reliability, reduces missed connections, and ensures efficient handling of customer requests.

Queue Callback Option Available in IVR Before Entering Queue

Customers can now opt for a queue callback during peak hours directly within the IVR before entering the queue, improving overall experience. When a callback is requested outside of queue, the customer is immediately placed at the end of the queue, ensuring FIFO fairness. The system continuously tracks their position, so subsequent customers are queued behind them. After requesting a callback, the call drops, and when the callback is connected, the IVR resumes from the customer connected path. This enhancement eliminates delays, preserves priority ordering, and streamlines callback handling for high-volume contact centers.

Custom Regex-Based Validation for File Ingestion

Administrators can now define custom validation rules using regular expressions (Regex) during file ingestion in the Data Connector UI. This enhancement introduces a new “Regex” option under validation types in the Edit Schema section, allowing users to input custom patterns for attribute-level validation. Records that fail to match the specified regex will be excluded from ingestion, ensuring higher data accuracy and reducing backend dependency. This self-service capability empowers marketing teams to adapt validations in real time, minimize ingestion errors, and eliminate delays caused by manual interventions.

Real-Time In-Flight Call Metrics in Campaigns Widget

The Campaigns widget on the agent home screen now provides real-time visibility into ongoing dialing activity for active campaigns. Now agents can view campaign monitoring metrics like Inflight calls, Highest Ring time and other metrics based on configuration of the home page widget.

This enhancement improves agent situational awareness, and helps maintain readiness for the next connected call, ultimately boosting call quality and conversion rates.

Enhanced Reporting for Queue Callback Lifecycle Metrics

Voice reports now include detailed metrics for the complete queue callback lifecycle, providing businesses with greater visibility into queue callback wait times and resolution time. These enhancements capture key data points like: First Queue Callback Virtual Queue Time (time from opt-in to first dial attempt), Virtual Queue Time (wait time for each queue callback attempt), and Total Queue Callback Resolution Time (total time from opt-in to agent connection for the queue callback). These metrics help measure responsiveness and overall customer experience during callbacks.

New Call Interaction Metrics Added to Inventory Reporting

We have introduced two new dimensions: Next Scheduled Call Time and Last Talk Time—to improve call tracking and campaign personalization. These metrics give admins and supervisors clear visibility into when a lead’s next retry call is scheduled and how long the most recent successfully connected call lasted. With access to both upcoming and recent interaction details, teams can better plan follow-ups, evaluate campaign effectiveness, and tailor conversations based on the lead’s latest engagement history.

Voicemail Drop Support for Voice Connect Outbound Campaigns

Outbound dialer campaigns using Voice Connect now support voicemail drop, enabling automated message delivery when a call is classified as a machine. Once AMD detects voicemail and identifies the beep, the system plays a pre-recorded audio file into the mailbox while releasing the agent immediately. Reports capture both the classification and voicemail drop outcome for full transparency. This enhancement leverages Voice Connect’s early-media streaming to detect machine greetings and beep signals accurately, ensuring no missed customer touchpoints. Existing behavior for Ozonetel, SignalWire, and Twilio remains unaffected.

Quality Management

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

Improve accuracy in AI scoring in multi-agent scenarios

This release introduces improved flexibility in scoring agents in multi-agent interactions. You can now determine which agent to score based on message count, addressing the limitation of static interaction-level evaluation in checklist rules. Additionally, UI enhancements include help text in insight card group titles, displayed as a tooltip on hover over the bulb icon, indicating whether insights were generated for the entire interaction or based on evaluated agents’ messages during their assignment.

Coaching Reports: Participant Federation ID, Standard Fields & User CF Support

Coaching reporting in Social Analytics and Service Analytics now supports plotting and filtering by trainees’ and coaches’ standard fields and all User Custom Fields. Newly added dimensions include Participant Federation ID, Participant Manager, Participant Reviewer, Participant Department, and Participant Designation, along with every available user custom field. You can use these dimensions to visualize performance and also filter coaching sessions based on any of the above, enabling precise cohort analysis (For example, by department, manager, or specific custom attributes) and streamlined reporting for training programs and coaching effectiveness.

Language Expansion of AI Scoring

We have expanded the language support of AI Scoring to Albanian, Serbian, Slovak, Icelandic, Macadonian, Bulgarian, Luxembourgish, Punjabi (Romanized) and Ukrainian.

Transfer Validation & Insight Rendering Enhancements for AQM

We have enhanced AQM to validate transfer correctness. You can now confirm whether a chat or a call was routed to the right department (For example, E‑com for order issues) and whether the correct transfer method (Cold versus Warm) was followed, including adherence to warm-transfer procedure.

These updates strengthen compliance checks, clarify transfer workflows, and improve auditability within coaching and QA workflows.

Enhanced Coaching Virality Access and Improved Help Text

This update introduces a streamlined experience for accessing coaching insights and understanding key fields. Users can now open the Coaching Virality pane directly from reporting by clicking the Session ID. Labels have been updated for clarity: Coaching Areas is now Skills to Coach, and Trainee wise Coaching Areas is now Trainee wise Skills to Coach. Additionally, new users will see contextual help text for Skills to Coach and Skill Mapping to better understand these fields.

AI Insight Enhancements for AQM Scoring Context

Quality Managers can now contextualize evaluations with richer, time-aware insights. Within scored parameters, a horizontal timeline highlights Dead Air, Hold, and Interruption instances only when they were used in evaluating the agent, ensuring signal over noise. ML insights are now available even when no proof messages exist, exposing the model’s rationale and confidence so reviewers aren’t blocked by missing artifacts. Additionally, AI Insights are rendered in the exact chronological order of model execution, making it easy to follow the evaluation sequence and understand how each insight contributed to the final score. This enhancement improves transparency, review efficiency, and trust in AQM assessments.

Language Expansion of Grammar Evaluation for Spanish and Enhanced Error Categorization

This update introduces AI-powered grammar evaluation for Spanish digital cases, enabling more comprehensive quality checks across languages. A new option, Latin American Spanish, is now available under the Language dropdown in the AQM RF for Grammar AQM. Additionally, agents can now be penalized separately for spacing and capitalization errors in English, providing more granular scoring. 

Custom Audit Uniqueness Criteria for Flexible Evaluations

We have introduced a new feature that lets you define custom Audit Uniqueness Criteria for manual evaluations. Previously, audits were restricted to a single unique combination of Case, Auditor, Agent, and Checklist, limiting workflows that required multiple evaluations on the same case. With this enhancement, you can configure up to five additional criteria at the case checklist level, giving you full flexibility to allow multiple audits where needed. This update supports complex audit workflows, improves alignment with operational requirements, and provides greater control over how evaluations are tracked and differentiated.

Reporting and Analytics

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

Visualization

Enhancing accessibility in table widgets for service reporting dashboards

In this release, we’ve introduced accessibility support Table visualizations in service reporting dashboard. This enhancement allows users to navigate and interpret data more effectively through screen reader compatibility, making dashboards more inclusive and aligned with accessibility standards across the platform.

Enhancement to Pivot Table

There are two enhancements to Pivot Table:

• Pivot Tables in Persona View now preserve their expanded view state when switching between tabs. Previously, expanded rows and dropdowns collapsed after tab switches or widget refresh, disrupting workflow and requiring manual re-expansion. With this update, the expanded/collapsed state persists across navigation and refresh, ensuring continuity in analysis and improving efficiency for complex Pivot Tables.

• Compact View settings configured in Enterprise View will now automatically apply to Persona View for tables and table derivative visualizations, ensuring a consistent reporting experience across both views. The preference persists across navigation and session refresh, while other reporting views remain unaffected, providing layout consistency and improved usability

Support Multiple Dimensions in Columns in Two Dimensional Visualization

In this release, we have extended support to plot multiple dimensions in Two Dimensional Tables, allowing users to group & analyse data more efficiently.

Optimisation in Tree Map Visualisation

In this release, the Tree Map widget delivers a faster and smoother dashboard experience. Instead of loading all Category 1 and Category 2 drill‑down data upfront, which previously caused delays, the widget now fetches only the information relevant to the value you select.

Note: You would need to enable Dynamic Property(DP) to enable multiple columns in the visualisation. Post 26.1 you can add multiple dimensions in horizontal axis. Contact your Success Manager or alternatively, you can submit a request at tickets@sprinklr.com to enable the DP.

Support of selecting dashboard filters for data pipeline dimensions

We’ve introduced user contextual filter support in data pipeline dimensions. With this enhancement, dashboards can now apply filters using generic custom dimensions, ensuring behavior consistent with existing custom dimensions.

Enhancement to Service Reporting Co-pilot

In this release, Service Reporting Copilot introduces key capabilities to streamline reporting tasks:

• Widget Generation: Quickly create reporting widgets to visualize data.

• KB Integration: Seamlessly connect with knowledge base content for enriched insights.

• Data Summarizer: Summarize complex datasets into concise, actionable information.

Enhancement to the Case Processing Time metric

The Case Processing Time metric in the User Occupancy report has been enhanced to provide accurate 30-minute interval reporting per agent, similar to “Time Spent in Status.” SLA time will now be split across intervals where processing occurred, ensuring precise SLA adherence tracking and reducing reporting discrepancies. This improvement supports better operational dashboards, performance evaluation, and alignment with SLA targets.

Introduction of Data Source check for 30 Minute Aggregation

In this release, we’ve introduced general support for 15-minute and 30-minute aggregation at the widget level when plotting a Date-Time field. Previously, this functionality was controlled behind a Dynamic Property (DP).

Service Analytics

Snapshot filter DPs to be generally available for all reports

Snapshot filter Dynamic Properties (DPs) are now Generally Available in Service Analytics. For supported reports, the Snapshot filter option will automatically appear in the Dimension Configurator, giving users more flexibility to customize dimensions. The feature is enabled by default to ensure a consistent experience, while remaining restricted for reports where support has not yet been added.

Addition of Logout Cause in Login Logout Report along with change in mapping

In this release, we’ve introduced a new dimension called Logout Cause to the Login and Logout Report, enabling deeper insights into user session terminations.

Support of ACW Form fields in reporting

In this release, ACW form fields are available in Voice Report(Customer) and Agent Voice Performance Report.

Extend Support of 'Days Difference' in Custom Metric Type

Days Difference custom metric type is now extended to Service Analytics, whereas it was previously available only for Social Analytics.

Addition of New Report

In this release, there is a new addition of Real Time Agent Properties Report in the Real Time reports group.

Supervisor Console

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

Introducing Supervisor Copilot

Supervisor Copilot is a generative AI-powered assistant designed to simplify and elevate contact center supervision. Through a conversational interface, supervisors can access real-time operational insights, perform primary root cause analysis (RCA), and ask day-to-day operational queries using natural language prompts. The assistant responds using context of their Sprinklr environment, delivering relevant insights tailored to their teams, workflows, and operational data.

Metric-Level Aggregation Customization

Supervisor Console now supports customizing aggregation at the metric level. Each metric has a default aggregation and supports additional aggregation types such as Sum, Minimum, Maximum, and Average.

Once enabled, supervisors can select the required aggregation for a metric from the live monitoring screens. This provides supervisors with greater flexibility and control ensuring that metrics reflect their operational and analytical needs more accurately.

Quick Filters Support in Callback Monitoring Screen

The Callback Monitoring screen now supports Quick Filters that supervisors can define and save for the monitoring screen. Supervisors can use these filters to quickly narrow down the callback list. This reduces repetitive manual filtering and helps supervisors focus on callbacks that require immediate attention, improving follow-up efficiency.

Show or Hide Fields on Alerts Dashboard

Supervisors can now control the visibility of fields on the Alerts dashboard. A toggle on the Alerts page allows supervisors to show or hide alert properties, helping remove properties that are relevant to their workflow. This improvement reduces clutter and improves clarity, enabling supervises to focus on the fields that matter most when monitoring alerts.

View Assigned Capacity Profile

Supervisors can now view the Assigned Capacity Profile for agents across live monitoring screens. An Assigned Capacity Profile is a configuration that defines how much workload an agent can handle and how that capacity is consumed across different channels.

This enhancement provides clear visibility into agent capacity assignments and workload distribution, enabling more effective workload planning, and informed operational decision making.

Enhanced Access to Assignment Wait Reason in Queue Monitoring

Supervisors can now view assignment wait reasons for pending cases directly from the Queue Monitoring screen. An icon in the Customers Waiting column provides immediate access, giving supervisors a clear, upfront path to understand why cases remain unassigned. This enhancement enables faster insights and more effective assessment of overall queue status.

Pin Agents for Focused Monitoring

Supervisors can now pin selected agents in the Agent Monitoring screen for prioritized visibility. This allows supervisors to focus on specific agents, such as new hires, underperformers, or those under review, while still overseeing the product team.

Customize Queue Summary Metrics in Queue and Queue Group Monitoring

Admins can now add metrics from any report to the queue summary section in both queue monitoring and grouped queue monitoring screens using the persona app manager

This enhancement removes earlier constraints on metric selection and allows teams to surface the most relevant metrics in the summary section, ensuring supervisor see the insights that matter most for their operational needs.

Add Live Case Monitoring to Unified Monitoring Dashboard

Support has been added to include the Live Case Monitoring screen within the Unified Monitoring Dashboard. The Live Case monitoring screen can be added as a widget alongside other monitoring screen, enabling a single consolidated view of real time operational data. This eliminates the need to switch between different screens, improving efficiency and providing a truly unified monitoring experience.

New Agent Availability Metrics in Queue Monitoring

The Queue Monitoring screen now includes two new agent availability metrics:

• Logged In Agents: Represents the number of agents who are logged in to Sprinklr and are activated in the Work Queue.

• Idle Agents: The agents who have Consumed Capacity as 0. They can be assigned any type of case based on the queues routing configuration, skills, availability status, and other criteria.

These metrics help supervisors better understand real-time agent availability and make more informed workload distribution decisions.

View My Team and My Team Groups Filter Options Simultaneously

Supervisors can now view both My Team and My Team Groups options simultaneously in the user filter dropdown when both are enabled. This enhancement delivers a unified interface, allowing supervisors to seamlessly oversee direct reports, indirect reports, and associated agent groups in one consolidated view.

Custom Field Support in Live Case Monitoring

Live Case Monitoring now supports adding custom fields as columns. This allows users to view, filter, and aggregate case data based on configurable attributes that are more relevant to their workflows.

Apply Macros and Take Bulk Case Actions via Drilldown

Supervisors can drill down from the Agent Case Count column in the Agent Monitoring screen to view all open cases assigned to an agent. From this drilldown, supervisors can select cases and perform bulk actions such as applying macros, reassigning cases to another agent or global queue, updating case status, and more.

Sprinklr AI Agent

The following updates are introduced to the Sprinklr AI Agent module: 

Inline External API Addition from API Tool  

You can now add external APIs directly into your AI Agent from the API Tool configuration page. This enhancement eliminates the need to navigate multiple screens when integrating APIs.

Benefits and Use Cases: 

• Provides a unified and streamlined experience for adding and using APIs. 

• Supports both connector-based and scratch-built APIs under a single, consistent flow. 

• Enables inline authentication setup, reducing back-and-forth navigation. 

• Minimizes cognitive load and setup time, ensuring faster API integration into AI Agents. 

Real-Time API Support in Voicebots  

Voicebots now support real-time voice-to-voice models. With this capability, user speech is streamed directly to the language model, which outputs speech tokens immediately. This reduces latency and makes conversations feel more natural.

In Sprinklr IVR, the Redirecting to Voicebot node now includes an Enable Speech-to-Speech toggle. When enabled, user speech streams directly to the model, and responses arrive as speech tokens.  

Barge-in is supported, the speaking voice is configurable, and all existing agent tools—such as context capture, APIs, macros, FAQ, handover, routing, and send message—remain available.  

Dialogue Tree is not supported in this mode. When disabled, the system uses the traditional speech-to-text → text processing → text-to-speech pipeline, which typically introduces higher latency.

Benefits and Use Cases: 

• Reduces response latency for voice interactions. 

• Creates more immediate and natural conversations. 

• Maintains compatibility with existing tools and workflows. 

Response Streaming in AI Agent Studio 

AI Agent Studio now supports response streaming. Previously, the system waited for the full LLM output before sending it to text-to-speech (TTS), which increased latency. With response streaming, the LLM output streams directly to TTS, reducing wait time and improving user experience.

Benefits and Use Cases: 

• Eliminates delays caused by waiting for complete response generation. 

• Reduces Time to First Byte (TTFB) for TTS. 

• Creates faster and more natural interactions. 

Adding Support for Dialogue Tree as a Task 

Dialogue Tree is now available as a native task type in AI Agent Studio. This feature enables deterministic, branching conversational flows, which are often required in compliance-driven environments.

Benefits and Use Cases: 

• Provides direct access to Zero-Shot Model configuration, Message Validation, and ITP management. 

• Offers a quick navigation panel for streamlined design and configuration. 

• Simplifies the creation of structured dialogue-based workflows. 

Introducing Discover Functionality 

AI Agent Studio now includes a Discover feature that automatically identifies tasks and tools from historical conversations.  

• Analyzes past customer and agent interactions to detect patterns  

• Recommends potential tasks with descriptions, prompts, and required skills (Tools)  

• Provides a clear, data-driven starting point for creating new workflows when predefined ones are not available  

This reduces manual effort and accelerates AI Agent configuration.  

Introducing Task Evaluation  

The Evaluate Task capability introduces self-learning and optimization features within AI Agent workflows, helping teams improve performance and maintain efficiency at scale. This enhancement combines two key functionalities: Task Evaluation and Task Restructuring. 

• Evaluate Task 

  AI Agent now enables simulation of user interactions to identify gaps in workflow prompts. Based on these simulations, the system suggests improved prompts and re-evaluates success rates. To ensure accuracy and compliance, all suggested changes require human approval before replacing existing workflows. 

• Merging and Splitting of Tasks 

  As part of workflow optimization, the system analyzes task similarity, overlap, and intent patterns to recommend merging or splitting tasks. These recommendations help eliminate redundancy and improve accuracy without enforcing changes. 

Benefits and Use Cases: 

• Improves prompt quality and workflow performance. 

• Uses historical interaction data for accurate analysis. 

• Displays results in a centralized feed with suggested improvements and performance trends. 

• Supports creation of new evaluations, filtering, and deletion of completed evaluations. 

• Provides measurable success rates for existing and suggested prompts. 

Golden Test Set Enhancements for Q&A (RAG)  

We’ve introduced enhancements to improve the accuracy and efficiency of Q&A generation and evaluation in Golden Test Sets for RAG workflows. These updates reduce manual effort, ensure consistency, and support multilingual use cases. 

1. Generate Expected Answer from Question 

When the Answer field is left blank, the system now automatically generates high-quality answers. This feature supports multiple languages and ensures that Q&A sets remain complete and accurate without requiring manual input. 

2. Generate Question and Answer (Q&A) During Evaluation 

You can now generate Q&A pairs dynamically during evaluation. 

Versioning Support in Task 

Task Version History provides a complete timeline of changes for every task. Users can open older versions in read-only mode and restore previous versions with one click.

Benefits and Use Cases: 

• Improves transparency and governance. 

• Speeds up debugging and reduces errors. 

Default RAG Prompt Template as Content Instructions 

Introducing a dedicated window for Content Instructions allowing organizations to define tone, phrasing, product references, and sensitive topics.

Benefits and Use Cases: 

• Ensures consistent responses aligned with organization guidelines. 

• Reduces manual configuration and enables scalable reuse. 

Enhanced Audit Logs 

Audit Logs now provide deeper insights across tools, including API name, input/output variables, macro triggers, routed queue details, and guardrail detection details.

Benefits and Use Cases: 

• Improves traceability and debugging. 

• Enhances understanding of workflow execution. 

Streaming Support in Voicebots 

Voicebots now deliver faster, more natural conversations with streaming support for both speech recognition and text-to-speech (TTS). These enhancements reduce latency and improve responsiveness by processing audio and text in real time. 

1. ElevenLabs TTS Streaming 

Voicebots now support ElevenLabs TTS streaming, enabling real-time audio playback by streaming chunks as they are generated. Instead of waiting for the full audio file, playback begins immediately from the first byte. 

2. ASR Streaming in Speech Profiles 

Automatic Speech Recognition (ASR) streaming is now supported in Voicebot speech profiles. This feature processes transcripts in parallel, reducing overall ASR latency and improving responsiveness. It also supports third-party ASR streaming models for greater flexibility. 

​

Unified Routing

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

New Reporting Dimension – My Shared Work Queue

A new reporting dimension, My Shared Work Queue, has been introduced to provide enhanced visibility of shared Work Queue data within dashboards. When applying a Work Queue filter in any reporting dashboard, users should select My Shared Work Queue to access data for queues that have been shared with them through the Work Queue → General Settings → Share Settings configuration. This feature ensures accurate and streamlined reporting for shared resources.

Enhanced User Management via Import and Export Options

You can now configure Skills, Capacity, and Auto Answer settings directly through the User Import functionality on the Governance page. These values are automatically stored under Agent Override Settings, enabling efficient bulk onboarding of users. Only override settings are exported; skills or configurations inherited through User Groups are excluded.

Improved Scheduling Behavior for Consistency and Efficiency

When creating new schedules, the Start Time is set to a default value and automatically rounds up to the nearest upcoming time slot and is displayed in 24-hour format. The Custom Date Range label has been removed in schedule date and time field for clear visibility of start or end times. This same behavior is applied in Capacity Schedule Configuration, ensuring consistency across all scheduling features.

Enhanced Audit Visibility for Skill-Based User Updates in Work Queues

The View Activity section for Work Queues now provides visibility into user additions and removals based on skills. When users are added or removed using the Add Users Based on Skills option under Add Agents Eligible for the Work Queue in the Assignee tab of the queue creation window, these actions are captured and displayed in the View Activity audit log. This enhancement ensures improved transparency and traceability of all skill-based user updates within Work Queues.

Audit Log Enhancement for Work Queue Activation and Deactivation

You can now view detailed audit logs of Work Queue activation and deactivation actions in the Agent's Activity section. If an agent is assigned to multiple Work Queues but chooses to work on only a few by deactivating others, these changes are recorded for improved transparency and accountability in Work Queue management.

UI-Based Configuration for Agent Status on Voice Case Assignment

The USER_AVAILABILITY_STATUS_TO_SET_ON_ASSIGNMENT DP has been moved to the UI, enabling administrators to configure the agent status (For example, Occupied, Busy) that gets applied immediately after a voice case is assigned directly from Feature Settings. This update eliminates the need for backend changes and ensures that right statuses are reflected based on the selected value in UI.

Granular Backup Eligibility Configuration for Work Queues

Backup queue eligibility can now be configured with greater precision by defining multiple eligibility groups, each mapped to a distinct set of primary queues. This enhancement allows different SLA and performance thresholds to be applied based on queue priority, ensuring that backup agents are engaged only when the defined conditions for that specific work queue are met. This provides finer control over backup routing decisions while maintaining consistent SLA calculation logic across the backup queue.

Introduction of First Response SLA in Standard Metric

The First Response SLA has been introduced in standard metric to measure agent responsiveness across supported channels. This metric calculates the percentage of contacts that receive an initial agent response within a defined time threshold from queue assignment. Channel-specific response duration thresholds can be configured for Email, Social, and Live Chat, with optional handling of short abandons for Live Chat. This metric enables consistent monitoring of first-response performance and supports evaluation of adherence to service-level expectations across queues and teams.

Enhanced Callback Handling in Voice Blended Work Queues

Callback handling in voice blended work queues has been improved to ensure callbacks are dialed based on queue priority and agent availability, rather than scheduled time alone. Scheduled callbacks assigned to a work queue are now represented as queue tasks and participate in standard routing and prioritization logic, allowing inbound interactions to take precedence when necessary. The system validates agent skills, capacity, and availability before triggering the dialer, ensuring controlled callback execution and improved service balance across inbound and outbound voice workloads.

Updated IVR Work Queue and Skill Fetch Behavior for Enhanced Workflow Resolution

The IVR work queue and skill fetch behavior has been updated to ensure that when visibility control DPs are enabled with the ENTITY_RESOLVER value, all work queues and skills in the environment are fetched during IVR execution under system or moderation user context, regardless of sharing permissions. This guarantees that IVR workflows can resolve required queues and skills even when no agent context is available, ensuring seamless execution and improved reliability of IVR processes.

New Dimension Added: Work Queue (Effective) in Voice Agent Performance Report

The Work Queue (Effective) dimension is introduced in the Voice Agent Performance report to provide clearer visibility into queue handling. This dimension displays the backup queue name when interactions are managed by backup agents and defaults to the primary queue when no backup handling is involved. This enhancement ensures accurate reporting of queue assignments and agent performance across primary and backup routing scenarios.

New API Flag for Case Assignment Validation

A new API flag, canAssignNewCase, is introduced to determine whether a new case can be assigned based on agent availability. The API accepts inputs such as channel, skill, proficiency, and work queue to evaluate if any free agents are available to handle the case. The API returns a True or False response, enabling efficient case routing and improved workload management.

Enhanced Agent Filtering with Skill and Proficiency Options

We have enhanced the Agent Record Manager by introducing a Proficiency filter alongside the existing Skill filter. Admins can now refine agent searches not only by skill type (For example, “Spanish”, “Product A”) but also by setting a numeric proficiency threshold (0–100). This update supports multiple skill-proficiency pairs and offers flexible comparison options such as Equals, Greater Than, and Less Than. This improvement ensures more precise agent matching based on both skill and proficiency levels.​

Voice IVR

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

Enhanced Audio Fallback Sequence in Assign Agent Node

We have improved the audio playback logic for calls routed through the Assign Agent Node. Previously, the fallback sequence was limited, often defaulting to provider audio when custom configurations were missing. 

In the new workflow, when a call is sent to assignment from the Assign Agent Node, the system now follows a more comprehensive fallback sequence for wait and hold music: 

• During Wait Duration (e.g., 5 seconds): 

• Check Wait Time IVR Settings. 

• If not configured → Assign Agent Node audio. 

• If not configured → Music configured in Voice App. 

• If not configured → IVR Advanced Settings audio. 

• If none → Voice Provider Default Audio. 

• For Hold Music configured in Hold Action node: 

• If configured, the specified audio plays for the set duration. 

• If not configured, the fallback sequence applies:
  Wait Time IVR Settings → Assign Agent Node → Voice App → IVR Advanced Settings → Voice Provider Default Audio. 

• After Wait Time IVR ends: 

• Music is checked in Wait Time IVR Settings. 

• If none → Assign Agent Node → Voice App → IVR Advanced Settings → Voice Provider Default Audio. 

Key Change: 

We have introduced IVR Advanced Settings as an additional fallback before the Voice Provider Default Audio, giving brands more customization and control. 

New Capability: 

You can now configure Dynamic Audio in Hold Music Node, allowing audio to be fetched from external sources and controlled dynamically based on your use case. 

Introducing Add Delay Node in Call Event IVR Type

The Add Delay Node is now available in the IVR builder for Call Event IVR types. When used, the IVR pauses for the specified time before processing the next node. 

Benefits and Use Cases: 

• Provides a clean, supported way to introduce pacing in IVR flows. 

• Eliminates the need for custom workarounds. 

Expanded Node Support in Wait Time IVR  

We have added support for additional nodes in Wait Time IVR, enabling richer and more dynamic experiences during wait periods. 

Newly Supported Nodes: 

• GCR 

• Set Language 

• API Node 

• Call Another Flow 

• Embed Another Flow 

Benefits and Use Cases: 

• Allows brands to execute advanced logic during wait times. 

• Improves flexibility for multilingual and API-driven workflows. 

​

Dynamic Skill Update via IVR during Ongoing Assignment  

Previously, when a call was routed to a queue through the Assign Agent node, any skill changes made during the Wait Time IVR or via a timeout path in the Assign Agent node did not affect routing. The call continued to use the original routing parameters, causing a mismatch between user expectations and system behavior. 

With this enhancement, you can now dynamically update the voice task (skill) for an ongoing call after it has been routed to a queue. If the IVR continues running in the background, skill changes made during the wait period or timeout path will be applied immediately. 

How It Works 

• When a call is routed to a queue via the Assign Agent node:  

• If the IVR continues running (through Wait Time IVR or timeout path), you can set or update the skill dynamically. 

• The system applies the new skill values to the ongoing voice task. 

• The call re-enters the queue with updated attributes, and routing logic reflects the new skill configuration. 

Voice Recording

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

Introducing Hide Transcripts for Inaccessible Segments 

Sprinklr now provides the ability to hide transcript content for recording segments that users are not authorized to access. This feature helps safeguard sensitive information and supports compliance with your organization’s data privacy policies. 

With Hide Transcripts for Inaccessible Segments, you can: 

• Conceal transcript text for segments restricted by segmentation permissions 

• Prevent unauthorized viewing of confidential details 

• Ensure alignment with organizational security and governance standards 

When enabled, the system automatically masks transcript text for any segment a user cannot access, adding an extra layer of protection for sensitive conversations. 

Refer to Hide Transcripts for Inaccessible Segments for more details. 

Workforce Management

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

Enhancements to Forecasting

We have introduced the following enhancements to Forecast Scenarios:

Updated Workflow for Bulk Importing Forecast Scenarios

The workflow for bulk importing Forecast Scenarios via Data Pipeline has been updated to align with the Import Forecast workflow. This means you’ll now use the same templates and benefit from similar validations as those used for importing individual Forecast Scenarios.

Workload Renamed to Work Type

The Workload entity in Workforce Management is now called Work Type across all interfaces. This change improves clarity and aligns with industry standards. It helps you easily distinguish different types of work, enhances usability, and reduces confusion in forecasting, scheduling, and reporting.

Revamped Work Type Creation Form

We have revamped the Work Type (formerly Workload) creation form and split it into the following dedicated pages:

1. Overview: This page contains basic details about the Work Type, such as Name, Channel, Forecast Model, Business Hours, and more.

2. Data Sources: This page contains details about the source(s) from where the parameters' historical data can be fetched from Sprinklr’s Reporting.

3. Share Settings: This page contains details about all the different workspaces, users, and user groups with whom this Work Type should be shared.

Other Enhancements

We've made the following updates to improve the Forecast Scenario experience:

• Removed Staffing Groups Field: The Staffing Groups field has been removed from the creation form for all types of Forecast Scenarios.

• Renamed Scenario Type: The Copy Historical Data Forecast Scenario is now called Copy Forecast Scenario, and its creation form has been updated for clarity and ease of use.

Enhancements to Scheduling

We have introduced the following enhancements to Schedule Scenarios:

Real-Time Alerts for Schedule Policy Violations in Schedule Scenarios

When updating Schedule Scenarios, the Alerts Pane now shows real-time feedback on Schedule Policy violations (Work Contract, Assignment, and Day Off). These are soft alerts, meaning they won’t block your actions. They appear while you edit schedules in both Intraday View and Multiday View.

These alerts help you spot and fix violations early, reducing the risk of non-compliant schedules and avoiding extra work during audits.

Viewing Previous Versions of Schedule Scenarios

When viewing a previous version of a Schedule Scenario, the Staffing Metrics, Seat Utilization, and Activity Metrics are based on the version you are currently viewing, except for Required Agents and Required FTEs (under Staffing Metrics), which are always shown from the latest forecast data. Reverting between versions updates the metrics drawer accordingly.

Bulk Addition of Schedule Exceptions from Master Schedule

You can now add schedule exceptions in bulk to agents directly from the Master Schedule by uploading a spreadsheet with the required details. Schedule exceptions are Activities that need to be inserted into agent schedules for specific dates and times, such as unscheduled meetings or coaching sessions.

This enhancement enables Workforce Managers to upload multiple schedule updates for multiple agents simultaneously, eliminating the need to add exceptions individually.

Support for Night Shifts in Scheduling

We have enhanced the handling of night shifts in scheduling. Night shifts are shifts that begin on one day and end on the next. The following enhancements have been introduced for better handling of night shifts:

• Night shifts are associated with the date on which they start.

• Night shifts cannot be dragged and dropped to start on the next day.

• Intra-day and Multi-day metrics will display the full shift duration on the start date, even for hours extending into the next day.

• If a night shift starts on the last day of a Schedule Scenario’s publish period, the full shift duration will still be published, including hours extending into the next day.

Other Enhancements

If Custom Schedule Plans are selected during the creation of a Schedule Scenario, they are treated as hard constraints while optimizing the Schedule Scenarios, and the system ensures that the configurations of these rules are followed as closely as possible.

Enhancements to Time Off Management

We have introduced the following enhancements to Workforce Management’s Time Off Management:

Bulk Import for Time Off Requests and Balances

You can now import Time Off requests and balances in bulk using spreadsheets. This feature eliminates the need to update each agent’s Time Off balance manually and makes it easy to sync data from external leave management systems into Sprinklr.

Reporting

We have introduced the following enhancements to Workforce Management’s reporting and analytics:

Unified Reporting Under Service Analytics

All Workforce Management reports are now available under the Service Analytics Data Source. This change provides a single, unified reporting experience, improves dashboard performance, and ensures better data accuracy for real-time analytics.

The following reports are now grouped under the Workforce Management Report Group in the Service Analytics Data Source:

• Attendance Report

• Forecast Adherence Report

• Forecast Detail Report

• Schedule Adherence Report

• Schedule Conformance Report

• Schedule Report

• Shrinkage Report

• Slot Capacity Report

• Slot Request Report

• Time Off Balance Report

• Time Off Request Report.

Enhanced Activity Filtering: Base Activity Visibility

When plotting Widgets for Reporting and Analytics, the Shift’s Base Activity will now appear in the results when filtering activities using parameters such as Activity Type, Activity Category, Time Off Activity, or Track Adherence. It is applicable while plotting Widgets using Schedule Adherence, Schedule Conformance, Agent Schedule, and Shrinkage Reports under the Service Analytics Data Source.

The Base Activity will be visible if any of the following filters are applied:

• Activity Type set to Paid

• Activity Category set to In Office

• Time Off Activity set to False

• Track Adherence set to Yes.

New Metrics for Shrinkage Report

We’ve added new metrics to the Shrinkage Report to help you compare originally planned shrinkage, the latest updated shrinkage, and actual shrinkage across Activities. This makes it easier to evaluate planning accuracy and understand the impact of schedule changes.

The following metrics have been added:

• Scheduled Duration of Activity (Original Schedule): Duration of the activity based on the first published schedule.

• Total Scheduled Duration (Original Schedule): Total scheduled duration from the first published schedule.

• Scheduled Shrinkage % (Original Schedule): Shrinkage percentage planned in the first published schedule.

• Scheduled Shrinkage %: Shrinkage percentage planned in the latest published schedule.

• Shrinkage Deviation (Original Schedule vs Latest): Difference in planned shrinkage after schedule updates, calculated as Scheduled Shrinkage (Latest) – Scheduled Shrinkage (Original Plan).

• Shrinkage Deviation (Scheduled vs Actual): Difference between actual shrinkage and scheduled shrinkage, calculated as Actual Shrinkage – Scheduled Shrinkage.

Enhancements to Attendance Report

We’ve made the following improvements to the Attendance Report data:

• New Attendance Status: Added Absent as a status for cases where an agent had a normal shift and in-office activity but showed 0% Adherence.

• Night Shift Coverage: Night shifts are fully included in the Attendance Report data after the Shift ends.

• Consistent Time Zone Display: If you view data in a different time zone, it will still display in the scheduled Shift’s time zone for consistency.

• New Metrics: The following metrics have been added to the Attendance Report:

  • Attendance Status Count (N/A)

  • Attendance Status Count (Day Off)

  • Attendance Status Count (Present)

  • Attendance Status Count (Present & Unplanned Leave)

  • Attendance Status Count (Present & Planned Leave)

  • Attendance Status Count (Unplanned Leave)

  • Attendance Status Count (Planned Leave)

  • Attendance Status Count (Absent).

New Dimensions for Work Type Performance Tracking

We’ve added new dimensions to the WFM Workload Performance Report under the Social Analytics Data Source. These dimensions make it easier to track Work Type performance across different date ranges, specific days, or time intervals:

• Interval Day of Week

• Interval Date (MMM dd)

• Interval Month of Year

• Interval Time of Day

• Interval Time of Day (15 Minute Interval)

• Interval Time of Day (30 Minute Interval)

You can also filter the data derived from the above Dimensions based on day of the week, month of the year, and time of day (in 15-minute or 30-minute intervals).

Other Enhancements

• The Staffing Over/Under metric has been added to the Workload Performance Report. This metric shows the gap between Scheduled FTEs and Required FTEs (Schedule FTEs – Required FTEs), helping you quickly identify staffing imbalances. It works for both Parent and Child Workloads.

• Enhanced Two-Dimensional Visualization: We’ve improved the Two-Dimensional Visualization feature to support multiple dimensions and metrics for Workforce Management reporting and analytics. This enhancement provides deeper insights and more flexibility when analyzing data.

Share Schedules with External Calendars

Agents can now share their schedules with external calendar apps like Google Calendar, Apple Calendar, and Microsoft Outlook. This feature generates an iCal/ICS file and provides a shareable link. Agents can copy this link and add it to their preferred calendar, making it easier to view schedules and plan their day.

Ranking Module for Shift Bidding

We’ve introduced a Ranking Module in the Shift Bidding feature. This lets you select performance metrics, assign weights, and fairly rank agents. You can configure ranking logic, run simulations, and export results for validation.

Key Capabilities

• Define tie-breakers to resolve cases where agents have the same total score.

• Simulate rankings for selected users or user groups to validate scoring outcomes.

• Export simulation results with scores and ranks for offline review or sharing.

Revamped Shift Trade Policy Creation

We have updated the Shift Trade Policy creation process to align with current requirements. The following enhancements are now available:

• Support for partial Shift Trade requests.

• Added validation against agents' Schedule Policies before approving a trade.

• Ability to configure specific Activities that can or cannot be traded in a successful Shift Trade.

• Introduction of Tiered Approvals in the approval workflow.

• Policy assignment is now managed from the Agent Management page, ensuring consistency with other policy assignments.

Approval Path and Notes Visible for Shift Trade Requests

For Shift Trade requests under review, the approval path and any notes added by approvers are now displayed in the Third Pane. This enhancement provides requesters with additional context and ensures consistency with other Workforce Management request types.

Shift Preview in Shift Trade Requests

When an agent is creating a Shift Trade request, the form now shows a preview of all the Shifts for the selected date of the trade, making it easier to review before submitting the request. Similarly, for agents accepting Shift Trade requests, the modal shows a preview of all Shifts for all the dates involved in the trade.

Bulk Update Agent Status for Adherence Calculation

You can now manually update agent status in bulk using spreadsheets to adjust Adherence calculations. This is especially useful if you use non-Sprinklr telephony solutions, where agent status data is maintained outside Sprinklr.

Review Agent Requests from Mobile Application

You can now review agent requests directly in the Sprinklr mobile app:

• Workforce Managers can review Time Off requests from the app.

• Shift Trade requests can be reviewed by both agents and Workforce Managers on mobile.

Thank you for using Sprinklr Service. The 26.1 release brings significant enhancements and new features designed to make your experience even better. Please contact us at tickets@sprinklr.com for any questions or assistance.