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.

Summary

New Features

The following new features are being introduced in Sprinklr Service:

Agent Copilot

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

Processing Node in Agent Copilot Dialogue Trees

You can now add a Processing Node to your Agent Copilot Dialogue Trees in AI+ Studio. This node allows you to configure a system prompt, add user prompt variables, select an LLM configuration, and choose whether to publish the AI-generated response directly in the bot conversation.

This update gives you greater control over how AI-generated responses are used within your Copilot workflows. You can use the Processing Node to run LLM-powered logic silentlywithout surfacing a response to the agent; route structured JSON outputs to downstream nodes, or publish formatted cards such as Case Summaries and Proactive Summaries directly in the bot conversation.

For further details, see Configure Processing Node in Dialogue Tree.

Care Console

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

Configure Case Layouts by Persona App

Administrators can now assign different case record page layouts to different persona apps. Previously, case layouts were shared based only on user roles, so users with the same role saw the same layout regardless of which persona app they were using.

With this enhancement, layout sharing can be configured at the persona app level. This enables the same case record to appear differently in different Persona Apps, allowing administrators to tailor the case experience to the workflows and information needs of each app.

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For further details, see Configure Persona App-Specific Layouts.

Suppress Email Recipient Suggestions

You can configure the Care Console to suppress automatic email address suggestions in the Reply Box recipient fields. When this setting is enabled, the suggestion dropdown is limited to only those email addresses that were part of the most recent email in the conversation thread (To and CC fields). Client profile-based email suggestions are not displayed, reducing the risk of agents accidentally selecting unintended recipients.

For further details, see Suppress Email Address Suggestions in the Reply Box.

Configure Case Card Metadata Visibility in Persona App

Administrators can now control the visibility of timestamp and count tags on case cards through Persona App Configuration. A new Case Card Metadata Configuration section allows administrators to show or hide supported metadata elements, including timestamps such as Created On, Assigned On, Due Date, and Latest Customer Message, as well as count-based indicators such as Notes Count, Media Attached Count, Reminder Count, and Engagement Score. This provides greater flexibility to tailor case card views for different personas and align displayed information with specific operational needs.

For further details, see Case Stream Card Footer Config setting in the Case Stream table.

Ability to Export Case Notes as PDF

Agents can now export all case notes from the Care Console as a PDF. This enhancement provides a dedicated way to capture and share case-related notes, including intermediate updates and manually created case summaries, without relying on conversation exports. The PDF export consolidates all notes associated with a case, making it easier to retain, review, and share case documentation according to organizational record-keeping practices.

For example, when managing a long-running customer issue, an agent can export all case notes at any stage of the investigation to share progress updates, case summaries, or supporting documentation with stakeholders.

For further details, see Export Case Notes.

Search Cases by Email Attachment Name

Agents can now search for cases in the Case Stream using the names of email attachments. This enhancement makes it easier to locate relevant cases when only an attachment name is known, reducing the need to manually browse case histories or rely on other case details. By extending search capabilities to include attachment names, teams can find customer interactions more quickly and efficiently.

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For further details, see the Search bar row in the Featuers of Case Stream table.

Enhanced Canned Response Discovery with Context-Aware Filtering

Finding relevant canned responses is now more efficient with a new filter-first, folder-aware experience designed for high-volume support environments. Administrators can configure canned response filters in Persona App settings. To use this automatic filtering, they must add a custom field as filter that belongs to both the Case and Media Asset assets.

Configured filters are available in both the canned response pop-up and the canned response widget, helping agents discover relevant responses more quickly while reducing manual searching through large response libraries.

For further details, see the Auto-Filtering Canned Responses.

Hide or Delete Sensitive Attachments to Protect PII

Authorized agents can now hide, unhide, or permanently delete individual in-line and external attachments from Care Console. Previously, sensitive content such as bank statements, credit card details, or identification documents could only be masked at the message level, often requiring the entire message to be hidden.

This enhancement introduces attachment-level controls that help organizations protect personally identifiable information (PII) while preserving the visibility of the remaining conversation content. Actions are governed by permissions and are reflected consistently across Care Console, Reporting, Exports, and other supported areas of the platform.

For further details, see Handling Attachments in Care Console.

Community

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

Age-Based Login Restriction for Community Access

You can now configure your Community to automatically block underage users from gaining access after authentication. When a user is identified as a minor or child based on their login attributes, their session is terminated, and they are redirected to a configurable restriction page.

The Community login flow supports authentication through OAuth, which provides user profile attributes upon successful sign-in. These attributes can now be evaluated to determine whether a user meets the eligibility criteria for Community access, with blocking and redirect behavior configurable per community.

This update helps you enforce age eligibility policies automatically at the point of login, without requiring manual intervention. It reduces compliance risk by ensuring underage users are consistently prevented from accessing the community on every login attempt.

Refer to this page for more details on configuring media moderation for Community.

CSV Export for Community Search Results

You can now export Community search results as a CSV file using the Download as CSV option on the search results page. Once the export is ready, you receive a notification with a download link.

The Community search results page allows users to find posts, discussions, and other content across the Community using queries and filters. The export option appears alongside the existing filter controls and is available only to users who have been granted the Download Results as CSV permission.

This update helps you analyze, share, and review search results more efficiently without manual copy-paste. The exported file includes key fields such as title, author, post type, category, date, and URL, giving you a complete record of your results for offline use.

Conversational Analytics

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

Action Plan Integration in Insights Hub

You can now link insights directly to Action Plans from the Insights Hub. Using the options menu on an insight card or the Action Plans section in the insight details pane, you can create or update an Action Plan and track corrective steps based on your root cause analysis findings. 

Insights Hub is a workspace within Conversational Analytics where analysts review trends and root cause analysis (RCA) findings from customer conversations. Action Plans are used to organize and track corrective steps across teams in response to identified issues. A single insight can be added to multiple Action Plans, and a single Action Plan can include multiple insights. 

This update helps you connect insight discovery with action tracking in a single workflow. By linking insights to Action Plans directly from the Insights Hub, you can assign follow-up steps, track resolution progress, and ensure that root cause findings lead to measurable corrective actions without switching between tools. 

For further details, see Action Plan Integration in Insights Hub.

Contact Drivers by Agent View in Mobile Case Analytics 

You can now view Contact Drivers grouped by agent directly in the Case Analytics view on the Sprinklr mobile app. By tapping the Agent button in the Contact Drivers expanded view, you can see which agents were reported to and which agents answered, with clear Reported and Answered tags displayed on each contact driver. 

The Case Analytics view on the Sprinklr mobile app allows analysts to explore conversation data and quality metrics directly from their phone. Contact Drivers are grouped by agent, including an Unassigned category for cases with no mapped agent, and are segregated into Reported To and Answered By sections within each agent card. 

This update helps you identify agent-level patterns in contact driver data without needing desktop access. By seeing which agents customers reported issues to and which agents resolved them, you can make more targeted coaching decisions and gain clearer visibility into individual agent performance directly from your mobile device. 

For further details, see Contact Drivers by Agent in Sprinklr Mobile and Tablet Application.

AI-Detected Topics and Agent View in Mobile Case Analytics 

You can now view AI-detected conversation topics in the Case Analysis widget on the Sprinklr mobile app. Topics are grouped by type such as Customer Issue Detail, Customer Dissatisfaction, and Agent Transfer Reason — and displayed with associated message snippets. You can tap the Agent button to view topics organized by the agents involved in the conversation. 

The Case Analysis widget on the Sprinklr mobile app surfaces these insights alongside other conversation metrics for cases you review on the go. Topic type markers also appear in the conversation timeline, and tapping a marker displays the detected topic name and type at that point in the interaction. 

This update helps you quickly understand the full scope of a conversation directly from your mobile device. By reviewing AI-detected topics and seeing which agents were involved, you can identify customer concerns and evaluate agent handling without needing to access a desktop. 

For further details, see Topics in Sprinklr Mobile and Tablet Application.

Interaction Phase Analysis in Mobile Case Analytics 

You can now view a phase-by-phase breakdown of interaction duration in the Interaction Duration widget on the Sprinklr mobile app. Using the chart switcher, you can toggle between the By Phases chart showing time spent across phases such as Opening, Troubleshooting/Triaging, Hold Time, and Closure and the existing By Talk Time (voice) or By Wait Time (digital) view. 

The Interaction Duration widget in Case Analytics shows how time is distributed across a conversation for a given case. The By Phases chart breaks handling time into up to 7 conversation phases and presents Overall, By Agent, and Unassigned sections, giving you a detailed view of where time was spent across agents during an interaction. 

This update helps you identify where agents are spending the most time during customer interactions, whether in verification, troubleshooting, or hold phases. By reviewing per-agent phase breakdowns directly from your mobile device, you can spot operational inefficiencies and take faster coaching action without needing desktop access. 

For further details, see Interaction Phase Analysis in Sprinklr Mobile and Tablet Application.

Guided Workflows

AI-Powered Debug Panel 

What’s new 

The AI-powered Debug Panel analyses workflow execution logs and summarises workflow failures. 

Enhancements 

• Identifies the likely cause of a failure and the affected elements. 
• Suggests corrective actions when available. 
• Supports filtering by element type, execution time, and status. 
• Provides a View Node option based on workflow permissions. 

Impact 

Configurators can review focused failure summaries and troubleshoot workflow errors more efficiently. 

Sequential Automatic Picklist Expansion 

What’s new 

Guided Workflows automatically expand eligible dependent picklists as agents make selections. 

How it works 

When a value is selected in a parent picklist, the next eligible dependent picklist opens automatically. This continues through the configured dependency chain. A dependent picklist expands only when it is visible, enabled, and contains available options. 

Benefits 

• Reduces clicks during form completion. 
• Supports standard and hierarchical picklists. 
• Preserves existing validation, visibility, and dependency logic. 

Example 

• Select Country, and State expands automatically. 
• Select State, and City expands automatically. 
• Select City, and the next configured dependent picklist expands automatically. 

Impact 

Agents can complete Guided Workflow forms faster while existing workflow behaviour and validations remain unchanged. 

Hide Close Button Across All Runner Views 

What’s new 

The Hide Close Button setting now applies to Modal View and Guided Workflow Widget runners, in addition to Quick Window and Third Pane views. 

Enhancements 

• The setting is renamed to Hide Close Button across all runner views. 
• When enabled, the setting hides the close (X) button across all supported Guided Workflow runner views. 
• The existing configuration continues to apply, and no new setting is required. 

Impact 

The close button can now be hidden consistently across all supported Guided Workflow runner views. 

Custom Execution Failure Messages 

What’s new 

Guided Workflows support custom execution failure messages for internal and external workflows. 

Enhancements 

• Configure a custom message for unexpected workflow execution errors. 
• Translate the message by using the existing Guided Workflow localisation framework. 
• If no custom message is configured, the default system message is displayed. 

Impact 

Administrators can provide clear, translated error messages across internal and external Guided Workflows. 

Radio Button Deselection Support 

What’s new 

Users can select a non-mandatory radio button again to clear the selection. 

Enhancements 

• Supports deselection for non-mandatory radio button fields. 
• Prevents screen transitions when a radio button is deselected. 
• Disables radio button interaction during screen transitions, consistent with checkboxes and Date/Time fields. 

Impact 

Users can clear optional radio button selections without triggering an unnecessary screen transition. 

Viber Support in Send Message Node 

What’s new 

The Send Message node supports the Viber Service Channel. 

Enhancements 

• Adds Viber as a supported channel in the Send Message node. 
• Provides a consistent configuration experience across supported messaging channels. 

Impact 

Administrators can configure and send messages through the Viber Service Channel from Guided Workflows. 

Character Limit Enforcement for Text Area Inputs 

What’s new 

Text Area Input components provide updated controls for enforcing configured character limits during text entry. 

Enhancements 

• Applies the configured character limit to Text Area Input content. 
• Provides controls for handling content that exceeds the configured limit. 
• Existing components remain unchanged unless character-limit enforcement is configured. 

Impact 

Administrators can control the length of content entered in Text Area Input components. 

Streamlined Filter Configuration in Records Nodes 

What’s new 

Records nodes display only filterable entity fields when configuring filters. 

Enhancements 

• Removes non-filterable entity fields from filter options. 
• Displays only fields that can be used for filtering. 
• Simplifies filter configuration and reduces configuration errors. 

Impact 

Configurators can build Records node filters using valid filterable entity fields. 

Display Unsupported Elements Greyed Out and Disabled in the Element Selection Menu 

What’s new 

The Element selection menu displays all available elements. Elements that are unsupported at the current canvas position appear greyed out and disabled instead of being hidden. 

Enhancements 

• Displays all elements wherever the Element selection menu is opened. 
• Identifies unsupported elements with a disabled visual state. 
• Prevents unsupported elements from being selected while keeping them visible. 

Impact 

Configurators can view available elements and identify which options are unsupported in the current context. 

Deprecation of Global Variables in the UI 

What’s new 

The Guided Workflow Global Variables configuration is deprecated in the Guided Workflow UI. Use Platform Global Variables for new implementations. 

Enhancements 

• Removes Guided Workflow Global Variables from the UI. 
• No automatic migration is performed as part of this update. 
• Recommends Platform Global Variables for global variable management. 

Impact 

Existing workflows remain functional. Use Platform Global Variables to manage shared workflow data in new implementations. 

Enhanced Element Search for Nested Actions and Components 

What’s new 

The Guided Workflow Builder search includes nested actions and components within all nodes. 

Enhancements 

• Returns matching nested actions and components from all nodes. 
• Distinguishes matching items by their location in the Element selection menu. 
• Keeps unsupported results visible but disabled when they cannot be used in the current context. 

Impact 

Configurators can find nested actions and components without manually expanding each node. 

Reset Field Values on Screen Re-entry 

What’s new 

A field-level setting can reset a field value when users re-enter a screen through forward workflow navigation. 

Enhancements 

• Adds a reset option for supported fields. 
• Resets the field value when users return to the screen through forward navigation, such as a Go To node. 
• Preserves user-entered values during Back navigation. 

Impact 

Configurators can reset selected field values when a screen is revisited through forward navigation. 

Dynamic Color-by-Condition Support for All Dynamic Table Sources 

What’s new 

Dynamic Tables support Color by Condition for all supported data sources. 

Enhancements 

• Applies conditional colour rules consistently across supported Dynamic Table sources. 

Impact 

Configurators can use Color by Condition regardless of the supported source used to populate the Dynamic Table. 

AES-ECB Support with Hex Encryption 

What’s new 

Guided Workflows support Hex-format encryption and decryption with the AES-ECB encryption method. 

Enhancements 

• Adds Hex-format support for AES-ECB encryption and decryption. 
• Supports scenarios that require Hex-encoded encrypted values. 
• Maintains compatibility with existing AES-CBC and AES-GCM encryption methods. 

Impact 

Configurators can use AES-ECB with Hex encoding for supported encryption and decryption scenarios. 

Non-Blocking API Execution and Response Synchronisation 

What’s new 

Guided Workflows support non-blocking API execution, allowing independent API calls to run concurrently. 

Enhancements 

• Adds an Await API Responses action within Execute Action to synchronise pending API calls before downstream processing. 
• Allows independent APIs to run in parallel through separate API nodes. 
• Preserves mapped outputs, raw responses, and exception variables for API response handling. 

Impact 

Configurators can run independent API calls concurrently and synchronise their responses before continuing the workflow. 

Fixed-Pattern Numeric Input Formatting 

What’s new 

Number Input fields support fixed-pattern numeric formats with automatic validation and formatting. 

Enhancements 

• Accepts numeric characters from 0 to 9. 
• Blocks letters, special characters, and spaces. 
• Supports configurable fixed patterns, such as XXX-XXXX-XXXX. 
• Formats digits to match the configured pattern. 
• Reflows the remaining digits when a digit is removed. 

Impact 

Configurators can enforce structured numeric input formats for values such as account numbers, IDs, and phone numbers. 

Timeout Path for the API Node 

What’s new 

The API node supports a dedicated Timeout path, allowing workflows to handle API timeouts separately from other failures. 

Enhancements 

• Adds a Timeout output path to the API node. 
• Preserves the existing Success and Failure paths. 

Impact 

Implementers can create a dedicated handling flow for API timeout scenarios. 

Knowledge Base

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

PDF Export Support for Knowledge Base Articles

You can now export Knowledge Base articles in PDF format from the article list view. You can select multiple articles for bulk export and receive a notification with a download link once the export is complete.

The bulk article export feature allows Knowledge Base administrators to export article content for record-keeping, collaboration, and distribution. This update helps you distribute and archive article content more efficiently by providing a print-ready format that preserves text styling, images, tables, and layout.

Live Chat

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

Hybrid Authentication Support

Live Chat now supports hybrid authentication, enabling a single Live Chat application to use both pre-authentication and SSO authentication. This capability addresses scenarios where pre-authentication is used for initial login and SSO is used for mid-chat authentication, helping organizations support multiple authentication paths within the same chat experience while maintaining a single chat application.

For example, a user who has already signed in to a website can be authenticated through pre-authentication when starting a chat, while a guest user can authenticate through SSO during an active conversation when authentication becomes necessary.

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For further details, see Hybrid Authentication (Pre-auth + SSO).

Custom Field Pre‑filling in the Contact Details Form

Live Chat now supports pre‑filling Contact Details Form fields using values stored in profile‑level custom fields. When a form field is mapped to a custom field, the system can automatically retrieve and display the stored custom field value as the pre‑filled default when the form loads. This reduces manual data entry, improves accuracy, and lowers Average Handle Time (AHT).

For example, if a customer’s zip code is already stored in their profile as a Custom Field, the “Zip Code” field in the Contact Details Form will be auto‑filled when the form opens.

For further details, see the Prefill value using the same custom field (Step 10 table) in the Create Contact Details form section.

Multiple Business Hours with Welcome Messages

Live Chat now supports multiple business hour configurations, each with its own welcome message. Administrators can define different business hours and pair them with unique greetings, ensuring customers receive clear, time‑appropriate communication. This enhancement makes it easier to personalize engagement and improve customer experience.

For example, a store might set one business hour range for weekdays and another for weekends. Customers entering chat during weekday hours could see a message highlighting standard support availability, while weekend visitors receive a message tailored to weekend service. This helps businesses deliver the right message at the right time.

For further details, see Configure Different Welcome Messages for Multiple Business Hours.

Video Call Recording View and Download Permissions

Live Chat supports separate permissions for viewing and downloading video call recordings. Administrators can grant agents access to view recordings only, or to both view and download them. This provides finer control over access rights and ensures video recordings are managed more securely.

For example, an administrator may allow agents to view recordings for follow‑up interactions, while reserving download access for team leads responsible for quality review. This separation helps organizations handle sensitive video assets appropriately while still supporting operational needs.

For further details, see Video Call Recordings.

Outbound Voice & Dialers

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

Campaign Manager Copilot for Campaign Performance Analysis and Insights

This release introduces Outbound Voice: Campaign manager Copilot - Ability to analyse, get insights and summarise Campaign Performance, a read-only AI-powered assistant embedded within the Outbound Voice Campaign Manager experience. Campaign managers can now ask campaign performance questions in natural language and receive instant answers, summaries, and analytical insights without having to navigate reports or export data.

This capability is designed to help campaign managers make faster operational decisions and improve campaign performance monitoring. Previously, managers needed to manually review reports and dashboards to obtain lead-level insights, making it difficult to quickly identify declining connect rates, uncalled lead backlogs, or exhausted lead populations. Campaign Manager provides immediate access to actionable campaign intelligence and reduces reliance on manual reporting workflows.

Users can also request metrics for custom date ranges, such as the last three or seven days, allowing performance comparisons across different campaign periods. All responses are generated using the campaign's reporting source of truth to ensure accuracy and consistency with existing reporting systems.

Campaign managers running Outbound Voice campaigns benefit most from this feature. The Copilot is accessible via Permission and Copilot option added in Persona, allowing users to obtain campaign performance insights within the context of the campaign they are actively managing. This helps managers monitor campaign health and identify operational bottlenecks, measure dialling effectiveness.

Use this feature when validating campaign loads, analysing call outcomes, monitoring connectivity trends, tracking callable inventory, reviewing disposition distributions across different time periods. The conversational experience provides a faster and more intuitive way to access campaign analytics, enabling campaign managers to spend less time searching for data and more time optimising campaign performance. For further details, see Voice Campaign Copilot.

Quality Management

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

Interaction Phase Duration Conditions in Automated Quality Management 

You can now add an Interaction Phase Duration Condition to Automated Quality Management scoring rules in the Rule Engine. This update allows you to evaluate the time an agent spent on a detected interaction phase—such as greeting or troubleshooting—and apply a score to the interaction based on that duration. 

This update helps you identify where agents spend the most time during customer interactions, apply time-based quality criteria alongside standard scoring, and surface coaching opportunities more effectively. It gives quality managers greater control over how interactions are evaluated and reduces the manual effort needed to assess agent performance. 

For further details, see Interaction Phase Duration Conditions.

Reporting and Analytics

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

General Availability of Sprinklr DataStream

Sprinklr DataStream is now generally available, enabling organizations to securely and seamlessly access Sprinklr Service data within their preferred cloud data lake environment, including Google BigQuery.

DataStream provides scalable access to both granular event-level data and curated reporting datasets, empowering organizations to analyze customer service operations using their own business logic, analytics platforms, and reporting frameworks. Depending on data governance and architectural requirements, customers can choose between a Sprinklr-managed deployment or integration with a supported customer-managed data lake such as Google BigQuery.

By extending Sprinklr data into enterprise data ecosystems, DataStream enables organizations to unify contact center insights with CRM, workforce management, marketing, product, finance, survey, and other business datasets. This unified data foundation supports customer journey analysis, operational reporting, advanced analytics, and AI-powered decision-making across the enterprise.

Key Benefits

• Flexible Data Access: Access event-level operational data and analytics-ready reporting datasets in a supported cloud data lake environment, including Google BigQuery.

• Custom Reporting and Metrics: Build KPIs, SLAs, scorecards, and reporting frameworks tailored to your organization's unique business requirements.

• Enterprise-Wide Analytics: Combine Sprinklr Service data with data from other enterprise systems to create unified views of customer experiences and operational performance.

• Accelerated Insights: Leverage curated datasets without the complexity of developing and maintaining custom data export pipelines.

• Managed Data Operations: Reduce operational overhead with Sprinklr-managed ingestion, processing, schema management, and data refresh workflows.

• Open Analytics Ecosystem: Analyze data using your preferred BI tools, SQL-based workflows, notebooks, analytical platforms, and native Google BigQuery capabilities.

• AI-Ready Data Foundation: Support forecasting, customer journey intelligence, executive reporting, and AI-driven use cases with governed and structured data.

• Security and Governance: Maintain data isolation, access controls, and governance standards for sensitive business information, including personally identifiable information (PII).

• Scalable Reporting Coverage: Extend analytics across voice, digital, case management, callbacks, surveys, quality monitoring, and agent performance as DataStream continues to expand its supported datasets.

For configuration details, supported datasets, deployment options, and Google BigQuery integration guidance, see the DataStream documentation.

For further details see: DataStream.

Sprinklr VoiceConnect

The following features are being introduced in the Sprinklr VoiceConnect module:

VoiceConnect Reporting Revamp

This release revamps the VoiceConnect reporting experience by standardising key VoiceConnect reports within Service Analytics. Two new standard reports, Voice Insights and Call Detail Record (CDR), are now available across all VoiceConnect partners. Voice Insights provides reporting for overall, inbound, and outbound voice interactions, while the CDR report delivers detailed call-level records. These reports have been added to the VoiceConnect Standard Persona App, replacing the previous VoiceConnect Standard Dashboard to provide a unified and consistent reporting experience.

This enhancement is designed to improve reporting consistency, simplify access to critical voice operational metrics, and align VoiceConnect analytics with the Service Analytics framework. By standardising reporting across partners and consolidating reporting capabilities into dedicated Service Analytics reports, teams can more effectively analyse call performance, monitor operational trends, and perform root-cause analysis using a modernised reporting foundation.

The reporting experience retains the majority of the existing dashboard structure, widgets, layouts, and visualisations to minimise disruption for users.

Voice operations teams, contact centre supervisors, analysts, quality teams, and administrators using VoiceConnect can leverage these reports to monitor inbound and outbound voice performance, review detailed call records, analyse operational metrics, and gain deeper insights into voice channel effectiveness. The reports are available as standard reports for all VoiceConnect partners and can be accessed through the VoiceConnect Standard Persona App.

Use Voice Insights when monitoring voice performance trends, analysing operational metrics, investigating service issues, or conducting root-cause analysis across voice interactions. Use the Call Detail Record report when reviewing call-level activity, validating reporting data, auditing voice operations, or analysing detailed interaction records. For further details, see VoiceConnect Reporting, Voice Insights Report and Call Detail Records Report.

Supervisor Console

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

Introducing Skill Monitoring

The Skill Monitoring screen is introduced that provides supervisors with real-time visibility into skill performance, agent utilization, staffing levels, and overall queue health. Supervisors can monitor how skills are distributed across agents, identify skills that are active, underutilized, or overburdened, and make informed staffing and training decisions.

The Skill Monitoring screen includes key metrics such as Pending Count, In Progress Count, Average Wait Time, Available Agents, and Logged In Agents, helping supervisors assess skill coverage and operational performance at a glance.

For further details, see Skill Monitoring.

Skill Proficiency Filtering for Agent Monitoring

Agent Monitoring now supports skill proficiency-based filtering through Advanced Filters. Supervisors can select a skill and apply proficiency criteria using operators such as Greater than, Greater than or Equal to, Less than, Less than or Equal to, Equals, and Not Equals.

This enhancement extends existing skill filtering capabilities by allowing supervisors to filter agents based on skill proficiency and identify agents who match specific skill and proficiency criteria.

For further details, see Add Skill Proficiency Filter.

Configurable Visibility for Agent Activity Type Filters

Agent activity views now display only the activity types that have been explicitly configured for a user view, reducing clutter and helping users find relevant activity options more quickly. Administrators can manage visible activity types through Persona App Manager configuration, ensuring that duplicate, unused, or irrelevant activity types are not presented to end users.

For further details, see Configure Visibility for Agent Activity Types.

Supervisor Actions Reporting

You can now create reports that provide visibility into a broader range of supervisor actions, helping organizations understand how supervisors manage agents, queues, and operational workflows. Reports capture key contextual details for each action, including:

• Supervisor Name and Supervisor User ID

• Agent Name and User ID

• Queue Name

• Action Type

• Timestamp

Supported actions include:

• Agent-level actions: Agent Logouts, Status Changes, Capacity Configuration Changes, Skill Edits, Macros Applied, Agent 360 Views, and supervisory interventions such as Listen, Whisper, and Barge In.

• Queue-level actions: Queue Edits.

• Campaign-level actions: Segment Edits.

By consolidating supervisory actions and related context into reporting, organizations can improve operational visibility, strengthen accountability, and support auditing, compliance, and performance review requirements.

For further details, see Reporting on Supervisor Actions.

Filter Monitoring Screens Using Custom Fields

Custom fields are now available as filters across monitoring screens, making it easier for supervisors to segment and analyze operational data using customer-specific attributes. This enhancement allows teams to quickly refine monitoring views based on relevant custom field values without requiring additional configuration, helping supervisors focus on the information most relevant to their operational needs.

Voice AI (Text-to-Speech and Speech-to-Text)

The following feature has been introduced in Sprinklr Service’s Voice AI module:

Configure Speech Engines for Voice AI Applications

Voice AI now supports dedicated Speech Engine Configurations, enabling administrators to configure and manage speech processing settings for AI-powered voice applications from a centralized interface. Administrators can create multiple speech engine configurations, customize speech recognition and synthesis behavior, and assign configurations
to specific applications based on business requirements.

What's New

Dedicated Speech Engine Configuration

Administrators can create and manage Speech Engine Configurations from Voice AI. Each configuration can contain settings related to:

• Speech-to-Text (STT)

• Text-to-Speech (TTS)

• Conversation management

• Turn-taking behavior

• Interruption handling

• Language preferences

• Advanced speech-processing controls

Centralized Configuration Experience

A new configuration screen provides a unified setup experience for speech engine settings, making it easier to manage
speech-processing behavior without configuring individual components separately.

Support for Multiple Configurations

Organizations can create multiple Speech Engine Configurations and select the appropriate configuration for individual Voice AI applications and use cases.

Enhanced Speech Controls

Speech Engine Configurations support advanced conversational settings, including:

• Agent responsiveness controls
• Turn-taking controls
• Silence detection settings
• Interruption handling
• Ignore interruption terms
• Speech recognition optimizations
• Pronunciation and speech output settings

Noise Suppression Support

Noise Suppression settings are available within speech recognition configurations to help improve transcription quality for audio that contains background noise.

For further details, see Create and Manage Speech Engine Configuration.

Voice IVR

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

IVR Co-pilot Enhancements for Conversational Design, Intelligent Flow Understanding, and Version Change Tracking

This release introduces a comprehensive set of AI-powered enhancements to the IVR Builder, enabling administrators and implementation teams to create, modify, understand, validate, and maintain IVR workflows more efficiently. Users can now generate complete IVR flows from natural language prompts, edit existing workflows through conversational commands, simulate caller journeys directly within a chat interface, automatically group related nodes into business-focused sections with summaries, and view human-readable version history change logs that explain what changed between IVR versions.

These enhancements are designed to reduce the time and effort required to build and maintain complex IVR experiences. Traditionally, teams had to manually configure and connect nodes, navigate large workflows to understand business logic, and compare versions manually to identify changes. By leveraging AI to automate workflow generation, use case identification, node summarisation, flow simulation, and version change tracking, organisations can accelerate implementation, simplify maintenance, improve collaboration, and validate IVR logic with greater confidence.

The release introduces several key capabilities. IVR Co-pilot can generate complete IVR workflows from plain-language descriptions, make contextual updates to existing flows, and simulate caller journeys while highlighting execution paths, branch decisions, and variable states. AI automatically analyses IVR structures to identify groups of nodes that represent distinct business functions such as authentication, payment processing, complaint routing, language selection, or agent routing, and visually organises them on the canvas with meaningful labels and summaries. Individual nodes also display AI-generated summaries for quicker understanding. Additionally, the version history panel now includes auto-generated, human-readable change logs that clearly describe modifications between versions, including node additions, removals, updates, transition changes, variable updates, and flow-level configuration changes. These enhancements work across both new and existing IVR flows without affecting underlying workflow logic.

Implementation Consultants, Client Administrators, Product Operations teams, Support teams, and QA Engineers benefit from these capabilities. Consultants can rapidly prototype and refine IVR designs using conversational prompts, administrators can make changes without extensive IVR Builder expertise, support and operations teams can more easily understand and maintain large workflows, and QA teams can validate customer journeys without configuring test voice applications or placing test calls.

Use these capabilities when designing new IVRs, updating existing workflows, validating call flows, onboarding new team members to complex implementations, analysing workflow structure, troubleshooting changes across versions, or maintaining large-scale IVR deployments that require faster navigation, documentation, and governance. For further details, see IVR Version History, Generate IVR Summary Using Sprinklr AI and Sprinklr Admin Copilot: Create and Edit IVR Workflows.

Workforce Management

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

Reusable Split Profiles for Forecast Scenarios

This update allows you to create and apply reusable Split Presets within Forecast Scenarios created with Parent Work Types, assign different Split Presets to specific date ranges, and configure AHT distribution for each Child Work Type directly from the Forecast Scenario module.

Split Profiles define how forecast volume for a Parent Work Type is distributed across its associated Child Work Types. This enhancement reduces planning effort by allowing you to reuse Split Profiles across specific date ranges within a single Forecast Scenario, instead of creating separate scenarios for each period.

Workforce Management Settings in Feature Settings

You can now configure Workspace-level default settings for Workforce Management from the dedicated Workforce Management section in Feature Settings. This includes settings for time format, start day of week, shift and activity standards, aggregation baselines, adherence fallbacks, and policy violation alerts.

Feature Settings is a centralized configuration area where administrators define default behaviors and preferences across modules. This update helps you establish consistent default values across all Workforce Management features from a single location, reducing repetitive manual configuration and ensuring that time formats, schedule standards, and adherence fallbacks are applied uniformly across your organization.

Feature Updates

The following feature updates are being introduced in Sprinklr Service:

After Call Work (ACW)

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

Rich Text Input and Hierarchical Picklist Components Now Available in ACW Builder

You can now add Rich Text Input and Hierarchical Picklist components when configuring an After Call Work (ACW) screen. This enhancement gives administrators greater flexibility when designing ACW experiences and capturing structured agent inputs after customer interactions.

What's New

• Added support for the Rich Text Input component in ACW Builder.
• Added support for the Hierarchical Picklist component in ACW Builder.
• These components function the same way they do in Guided Workflows and can now be included in ACW screen configurations.

For further details, see Configuring ACW and ACW Builder Components.

Enhanced AI-Powered ACW Prefill Experience for Display-Only Screens

Sprinklr has enhanced AI-powered After Call Work (ACW) prefill to deliver a more streamlined experience and optimize AI usage.

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When an ACW screen contains only Display Components, such as informational text or instructions, Sprinklr now intelligently
identifies these screens and displays them immediately without triggering AI prefill processing. This helps ensure that AI resources are focused on screens that contain fields requiring agent input.

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With this enhancement:

• Display-only screens load immediately for agents.
• The AI prefill experience is focused on screens that contain editable fields.
• AI token consumption is optimized by processing only screens that can benefit from prefill.
• The prefill loading message is shown only when AI-generated field suggestions are being created.

For further details, see AI-Powered ACW Prefill.

Global Field Permissions Are Now Available Under After Call Work

To provide a more intuitive configuration experience, permissions related to Global Fields have been moved to the After Call Work
permission category. This update groups Global Field administration controls alongside other ACW-related configurations, making it easier for administrators to manage access from a single location.

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The following permissions are now available under After Call Work:

• View Global Fields
• Create Global Fields
• Edit Global Fields
• Delete Global Fields

This is a permissions reorganization only. Existing permission capabilities and access controls remain unchanged.

For further details, see Global and Local Disposition Fields.

Agent Copilot

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

Smart Qualifiers for Proactive Tasks in Agent Copilot

You can now add qualifying and disqualifying conditions to proactive tasks in Agent Copilot. Qualifying conditions specify when a proactive nudge is triggered, and disqualifying conditions suppress the nudge even when a trigger match occurs. You can configure these conditions in the task configuration form in AI Studio. 

Proactive tasks in Agent Copilot are AI-driven tasks that automatically surface nudges to agents when defined conversation triggers are detected. They fit into the broader task configuration workflow and are set up in AI Studio as part of your Agent Copilot configuration. 

This update helps you ensure that proactive nudges reach agents only in the most relevant situations. By setting disqualifying conditions, you can prevent unnecessary interruptions, reduce agent distraction, and improve the accuracy of AI-assisted guidance during customer interactions. 

For further details, see Smart Qualification for Proactive Tasks in Agent Copilot.

Streaming Support for Proactive Tasks in Agent Copilot 

You can now use streaming for Proactive Tasks in Agent Copilot. When streaming is enabled, answers appear in real time as they are generated during on-demand requests, instead of waiting for the full response to complete. 

This update helps you access relevant information faster during live conversations and reduces perceived wait time. You can begin responding to customers with confidence while Agent Copilot continues generating the full answer, improving your responsiveness during support interactions. 

For further details, see Streaming Support in Agent Copilot.

Latency Metrics in Agent Copilot Reports 

You can now view latency metrics for Agent Copilot responses directly in Copilot Reporting. These metrics include trigger latency, GenAI latency, and total response latency for both reactive and proactive tasks, giving you visibility into how long each stage of a copilot response takes. 

Agent Copilot operates using an agentic AI framework where multiple subagents work together to generate responses in reactive and proactive modes. Previously, no standard metrics were available to track or compare the time taken at each stage of the response pipeline. The new metrics cover key stages, from trigger initiation through GenAI processing to UI delivery, along with a trigger type dimension that identifies whether a nudge was initiated by a message, case update, dead air, mute, or hold time. 

This update helps you identify performance bottlenecks across different stages of the Agent Copilot response pipeline. By tracking trigger, GenAI, and UI delivery latencies, you can make more informed decisions to optimize Agent Copilot performance and improve the speed of AI-assisted support. 

For further details, see Latency Metrics in Copilot Reporting.

Agent Nudge

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

Reporting on Agent and Supervisor Nudges

This release introduces reporting capabilities for Agent and Supervisor Nudges, providing visibility into nudge generation and engagement across customer service operations. The enhancement includes nudge-level analytics that track the total number of nudges generated per agent, per supervisor, and the number of escalation nudges generated for agents. In addition, organisations can now measure interactions with actionable nudges by reporting whether agents completed the intended action associated with a nudge, such as launching a guided workflow, opening a knowledge base article, triggering a macro, or using a listen action.

This feature addresses the lack of operational visibility into nudge usage and effectiveness. By capturing nudge activity and agent response behaviour, organisations can better understand adoption patterns, identify high-volume areas, evaluate whether nudges are driving the desired actions, and determine where additional training or optimisation may be required. The reporting data helps teams assess the effectiveness of their guidance strategy and continuously improve agent assistance experiences.

Supervisors and operational teams can use these analytics to monitor nudge usage across agents and teams, while administrators and programme owners can evaluate the performance of different nudges based on action completion rates. The reporting framework provides metrics for both generated nudges and agent engagement, including counts of “action taken” and “action not taken” events for actionable nudges.

Use this feature when analysing agent performance, measuring the effectiveness of guidance programmes, identifying adoption trends, reviewing escalation activity, or optimising nudges to improve operational outcomes and agent productivity.

Callbacks

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

Ability for Administrators to Change Assignment Settings for Callbacks Waiting in the Queue

This release introduces enhanced callback management capabilities that allow supervisors and administrators to update assignment settings for callbacks that are already waiting in the queue. Through the Callback Manager, users can bulk-select pending callbacks and modify routing-related attributes such as priority, backup queue, and skills using a new callback-based macro framework.

This enhancement helps organisations keep queued callbacks aligned with evolving routing strategies and operational requirements. Previously, callbacks already waiting in the queue did not have a way to update skills, priority and backup queue apart from routing configurations, leading to inconsistencies, SLA risks, underutilised agent capacity, and increased manual effort. By enabling bulk updates using macros, teams can quickly adapt pending callback workloads while reducing operational overhead and minimising the risks associated with direct real-time routing modifications.

Supervisors, queue managers, administrators, operations leads, and workforce management teams can use this functionality to manage callback queues more effectively. Agents benefit indirectly through improved workload distribution and routing accuracy. The feature can be used when routing priorities change, new skills need to be applied to queued callbacks, backup queue assignments require updates, or large volumes of pending callbacks need to be adjusted without manual intervention.

The Callback Manager now supports bulk macro governed with a permission, before execution, supervisors can review the details using the callback manager. The system validates all selected callbacks and updates only those that remain in a pending state, while active or invalid callbacks are skipped. All changes are executed in governed batches and recorded with comprehensive audit logs that capture user identity, timestamps, operations performed, and skipped records, providing transparency and traceability for callback assignment updates. ​For further details, see Assignment Settings for Scheduled Callbacks Using Callback Macros.

Call Control

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

Enhanced Manual Outbound Call Configuration in Transition Screen Nodes

Sprinklr has enhanced the Manual Outbound Call action available in Guided Workflow Transition Screen nodes by introducing support for Case Context and Dialer Context.

What's New

Associate outbound calls with existing cases

Administrators can now provide a Case Number when configuring a Manual Outbound Call action.

Previously, initiating an outbound call from a Transition Screen created a new case for the interaction. With this enhancement, outbound calls can be associated with an existing case by passing the case number, ensuring call activity remains within the same case context. If no case number is provided, the system continues to create a new case.

Support dialer context for streamlined outbound calling

The Manual Outbound Call action now supports passing dialer context. When dialer auto-fill or preview dialer capabilities are enabled, the system can automatically use the configured dialer to place the outbound call, eliminating the need for agents to manually select a dialer before calling.

For further details, see Configure Case and Dialer Context for Manual Outbound Calls.

Persistent Browser Notifications for Incoming Calls and Case Assignments

With this enhancement, administrators can configure specific notifications to remain on screen until agents explicitly dismiss or acknowledge them. This behavior is controlled through Rules Engine configuration using the Explicit Close Needed flag.

Agents can keep critical browser notifications visible even when switching between tabs within the same browser. Previously, notifications for events such as incoming calls or case assignments could disappear when agents navigated to another browser tab, increasing the risk of missing time-sensitive actions.

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Key benefits

• Prevents critical notifications from disappearing when agents switch browser tabs.
• Helps agents respond to incoming calls and assigned cases more reliably.
• Allows administrators to selectively enable persistent notifications based on business requirements.

For further details, see Call Controls Pop-up: Behavior, Accessibility and Multi-session Support.

Introduction of New Metrics in Voice Report for Twilio Provider Queue Time

Voice Reports now provide visibility into Twilio provider queue time for both agent and customer call legs. Twilio Queue Time, returned by Twilio during call creation or conference participant creation, is now captured, stored, and available for reporting.

This enhancement helps administrators and supervisors understand how long calls wait in the Twilio provider queue before being connected, providing additional insight into provider-level call delays.

The following metrics are now available in Voice Reports:

• Agent Leg - Twilio Queue Time (Provider) – Measures the time an agent call leg spends waiting in the Twilio provider queue. This metric is applicable when an agent initiates a call to a customer.
• Customer Leg - Twilio Queue Time (Provider) – Measures the time a customer call leg spends waiting in the Twilio provider queue. This metric is applicable when a customer calls a toll-free number or when a customer call leg is created through outbound dialing workflows.

Twilio Queue Time represents the time spent in the Twilio provider queue and is different from Sprinklr queue metrics, such as Queue Time, which track queue activity within the Sprinklr platform.

For further details, see Voice Report.

Care Console

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

Audit Care Console Exports in Export Metadata Reporting

The Export Activity Audit capability is extended to include Case Stream, Case Conversation, Case Third Pane Conversation, and Profile Third Pane History. With this enhancement, all Care Console export activity is consistently logged in the Export Metadata data source, whether triggered manually or scheduled, and regardless of success or failure.

Audit records capture a standardized set of fields such as export identifiers, source details, format, type, triggering user and role, workspace, row counts, timestamps, status, export links, and permission types. This unified audit trail provides complete visibility into export activity, enabling administrators and compliance teams to monitor exports, investigate data access events, and report on engagement exports with greater accuracy and efficiency.

For further details, see Export Activity Audit Reporting.

Auto-Translate Rule-Based and Macro Responses Using Customer Language

Outbound messages sent through the Rule Engine and macros can now be automatically translated into the customer's detected language before delivery. This enhancement extends the existing outbound translation experience for manually typed responses to automated and bulk responses, ensuring customers receive communications in their preferred language.

The feature uses the same language-detection logic and translation provider configuration already available for agent-authored messages, while continuing to respect existing translation settings and language-pair overrides.

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For further details, see Auto-Translation for Rule Engine and Macro Responses.

Track Universal Profile Merge and Unmerge Activity

Universal Profile Activity Logs now capture profile merge and unmerge events, providing greater visibility into profile relationship changes and improving auditability. Activity entries include details such as the source and destination Universal Profile IDs, the timestamp of the action, and the user or rule associated with the operation. This helps administrators and agents understand how customer profiles evolve over time and maintain a traceable history of profile relationship changes.

For further details, see Activity pane.

Draggable Message Approval Dialog Box

Message Console (a variation of Care Console designed for handling messages) now displays a draggable approval dialog box when supervisors review agent responses. The dialog box can be repositioned anywhere within the browser window, allowing supervisors to move it aside and continue reading the full conversation before making an approval or rejection decision.

This enhancement keeps message details visible while the dialog is open, removing the blocker caused by the fixed popup. Supervisors can now make approval decisions with full context and without interruption.

Community

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

Administrator-Configured Labels for Community Posts

You can now apply structured Labels to Community posts during creation. Administrators can mark Tags as Labels, associate them with specific Topics or Categories, and set them as mandatory, requiring authors to select a Label before publishing.

This update helps administrators maintain a consistent content taxonomy and helps post authors classify their content more accurately. It improves content discoverability within Community by enabling structured, Category-specific labeling at the point of post creation.

Enhancement to the Helpful Widget for Unhelpful Feedback

You can now configure the Helpful widget on article and post pages to display an Ask a Question button when a user clicks Not Helpful, replacing the default text input. Posts created through this flow are automatically tagged for reporting purposes.

The Helpful widget appears on article and post pages and allows users to indicate whether the content was helpful. When users find content unhelpful, the widget typically displays a text input to capture their feedback. This update helps you convert unhelpful feedback into community engagement by directing users to create a post when they find content insufficient.

Conversational Analytics

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

Local Language Translation for Insights Hub

You can now view AI-generated insights in your local language in Insights Hub by selecting View Translation from the options menu on each Insight Card or from the Third Pane header.

Insights Hub is a Conversational Analytics workspace that surfaces AI-generated insights — including root causes, recommendations, and actionable insights — to help contact center analysts identify trends. Translation applies only to LLM-generated fields such as titles, descriptions, and root cause summaries; static labels, case details, and metric names remain in English.

This update helps contact center analysts who are not proficient in English access and interpret AI-generated insights in their preferred language, reducing reliance on manual translation. The target language is detected automatically from your platform or browser locale settings. Translated content is also cached within the session, so the same Insight Card does not need to be retranslated when you return.

For futher details, refer to Translate Insights From the Insights Hub Page.

CSAT Calculation for AI Agent Messages and Initial/Final Score Reporting 

This update allows you to track Predicted CSAT Score – Agent Initial and Predicted CSAT Score – Agent Final as reporting metrics at the agent level. CSAT scores are now also calculated for messages sent by AI Agents, using the same ML pipeline as human agent messages. 

Predicted CSAT Score is an AI-derived metric that estimates customer satisfaction based on conversation data. The Predicted CSAT Delta (Per Agent) metric measures the change in satisfaction an agent contributed to a case. The new Initial and Final scores expose the individual values from which the delta (Final − Initial) is calculated, providing greater transparency into each agent's CSAT performance. 

This update helps you evaluate how much each agent improved or affected customer satisfaction during a conversation. By viewing both the initial and final CSAT scores alongside the existing delta, you gain a clearer picture of agent impact and can now apply the same evaluation framework to AI Agents as well as human agents. 

For further details, refer to CSAT Prediction Reports.

Expanded Language Support for Contextual CSAT and Sentiment

This update allows you to receive Contextual CSAT and Sentiment predictions on conversations in 16 additional languages  including Albanian, Bosnian, Estonian, Finnish, Hungarian, Latvian, Romanian, Serbian, Icelandic, Bulgarian, Luxembourgish, Norwegian, Ukrainian, Hebrew, Malay, Indonesian, Vietnamese, Kazakh within Conversational Analytics. Conversations in previously unsupported languages are automatically routed for analysis without any manual configuration. 

This update helps you capture satisfaction and sentiment data across a broader range of conversations for multilingual customer bases. By extending automated scoring to more languages, you can surface consistent quality metrics and emotional insights from interactions that were previously unanalyzed, supporting more complete performance monitoring across global operations. 

Out-of-the-Box Statistical Insight Groups in Insights Hub

This update allows you to access pre-configured statistical Insight Groups in Insights Hub as soon as the feature is enabled for your account. Four Insight Groups are automatically created and activated covering Case Count and Average Handling Time across Sentiment and Day of Week dimensions with no manual setup required.

Journey Facilitator

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

Case Custom Field Placeholders in Journey Facilitator Message Nodes

You can now use Case Custom Fields as content placeholders in outbound messaging nodes within Journey Facilitator. Select Case Custom Fields directly from the resource selector or use them as placeholders in the message body, and the values resolve automatically at runtime based on the case in context. This update helps you personalize outbound messages with interaction-specific data without storing temporary journey data at the Profile level, reducing data conflicts and privacy concerns.

Knowledge Base

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

Enhanced Same-Tab Opening Option for Article Hyperlinks

You can now choose to open hyperlinks in the same browser tab when adding them through the Add via Articles option. This update makes the same-tab behavior available for article links, consistent with how it works when adding links using the Add via URL option.

This update helps you maintain a consistent linking experience by applying the same tab-opening controls across both link types. Refer to this page for more details on hyperlinking in Knowledge Base articles.

Click-Based Article Search Result Re-Ranking in Smart Assist

You can now find frequently clicked articles at the top of your search results in Smart Assist. Search results are automatically re-ranked based on agent click data for each specific query and updated on a weekly basis, while manually pinned articles continue to appear at the top.

Article search allows agents to find Knowledge Base content during customer interactions. This update helps you locate the most useful articles more quickly by surfacing content that agents have found most relevant for each search query. It reduces the time spent scanning through results during customer interactions.

Suggestion Feedback Loop for Gap Analysis

You can now select a decline reason when rejecting a suggestion in a Gap Analysis. The system uses this feedback to filter out the same or semantically similar suggestions from future Gap Analysis runs.

Gap Analysis identifies content opportunities by surfacing topics not yet covered by existing Knowledge Base articles. This update helps you reduce repetitive review effort by preventing declined suggestions from reappearing in future Gap Analysis runs.

Live Chat

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

Generic SSO Profile Adapter Support for Custom Fields

The Generic SSO Profile Adapter now supports mapping SSO attributes to custom profile fields in addition to system fields. Organizations using Generic SSO can capture and populate a broader set of user attributes from their identity provider, helping enrich user profiles with business-specific information and improve personalization and automation across Live Chat workflows.

For example, user attributes such as country, language, customer segment, loyalty tier, or policy ID received from an identity provider can be mapped to custom profile fields during Generic SSO authentication.

For further details, see the Profile Adapter section.

Co‑browse Funnel Reporting Enhancements

Co-browse reporting has been enhanced to provide greater visibility into session progression by capturing intermediate session states such as Pending, Authorizing, and Active, along with corresponding timestamps.

These additions enable teams to build funnel-based reports that visualize the co-browse journey, helping organizations identify where sessions drop off before reaching a terminal outcome. The update also enhances reporting with additional error logging, making it easier to understand session outcomes and troubleshoot common issues.

Supported funnel reporting metrics include:

• Co-Browse Initiated Count: Number of case IDs where an agent sends a co-browse link.

• Co-Browse Pending Count: Number of sessions that enter the Pending state.

• Co-Browse Authorizing Count: Number of sessions that enter the Authorizing state.

• Co-Browse Active Count: Number of sessions that successfully reach the Active state.

• State Duration: Time spent in each intermediate state.

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For further details, see Co-browse Session Funnel Reporting.

Messaging

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

Google RBM: HTTPS Validation for RBM Infobip Base URL Configuration

Google RBM Infobip account onboarding now validates the Base URL field to ensure it begins with the required https:// prefix. This enhancement helps administrators avoid common configuration errors that can result in onboarding failures and publishing issues. If an invalid URL is entered, the system displays an error message and prevents onboarding from continuing until the URL format is corrected.

For further details, see Add a Google RBM Infobip Account.

Telegram Multimedia Message Grouping

The Telegram channel supports grouped multimedia messages, enabling users to send multiple media items together as a single message set instead of separate messages. This enhancement streamlines content sharing, improves conversation readability, and reduces message clutter for teams communicating with customers through Telegram. Supported media types include photos, videos, audio files, and documents.

For example, a brand sharing several product images can publish them as one grouped message rather than multiple individual messages, creating a more cohesive viewing experience.

For further details, see Telegram Capabilities and Limitations and Publish to Telegram.

Line Quote Replies Support

The Line channel supports native quote replies, enabling agents and customers to respond directly to specific messages while preserving the referenced content within the conversation. Support for both outbound and inbound quote replies help maintain message context, improving conversation clarity and making interactions easier to follow for customer engagement and support teams using Line.

During interactions, agents can select a previous customer message and reply to it using Line’s native quote reply capability, ensuring the response is clearly associated with the original message. Similarly, customer replies that reference earlier messages are received with their related context intact, creating more traceable conversations and reducing ambiguity during ongoing discussions.

For further details, see LINE Capabilities and Limitations.

Infobip SMS Inbound Messaging Support

Infobip SMS channel now supports inbound messaging, enabling two-way SMS conversations within the platform. The channel can now receive and process customer responses, expanding conversational capabilities for organizations that manage customer communications through Infobip SMS.

For example, a customer who receives an SMS notification can reply directly, and the response is received within the platform for follow-up and resolution. This creates a more seamless messaging experience and supports bidirectional communication workflows.

For further details, see Configuring Inbound Messaging for Infobip SMS Accounts.

WhatsApp: Whitelist Phone Numbers for WhatsApp Flows

For the WhatsApp Business channel, an Enable WhatsApp Flows setting has been introduced at the phone‑number level. Organizations can now enable WhatsApp Flows directly from the Phone Numbers page, authorizing that number to create and send Flows.

If the number is already whitelisted, the Enable WhatsApp Flows setting is disabled and a tooltip displays: “Phone number is already whitelisted.” This enhancement combines enablement and visibility in one place, streamlining configuration, and improving efficiency for administrators.

For further details, see Enable WhatsApp Flows for a Phone Number.

Facebook Channel Support for Page Owned Utility Templates

The Facebook channel supports Page Owned Utility Message Templates. These templates are structured, non‑marketing messages that allow businesses to send important updates, such as, order confirmations, appointment reminders, or account notifications, to customers on Facebook Messenger outside the standard 24‑hour messaging window. These templates must be approved by Meta before use and can include headers, bodies with placeholders for dynamic values, and interactive buttons.

For further details, see Create a Facebook Page Owned Utility Template.

Outbound Voice & Dialers

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

Role-Based Access Control for Voice Campaign Copilot in Campaign Manager

This release introduces role-based access control for Voice Campaign Copilot access within Campaign Manager. A new permission, Voice Campaign Copilot, has been added under Setup → Campaign and is now required for users to access Copilot through the Campaign Manager menu. While Campaign Manager visibility continues to be governed by Persona configuration, Copilot access is now independently controlled at the role level. Users with the required permission can access Copilot normally, while users without the permission will not be able to see the co-pilot screen. Backend APIs also enforce the same authorization checks and return a 403 response for unauthorized access.

This enhancement enables organisations to better control access to AI-powered campaign management capabilities and align Copilot usage with internal governance and security requirements. By separating menu visibility from Copilot permissions, administrators can ensure that only authorised users can interact with Voice Campaign Copilot while maintaining existing Persona configurations. This reduces the risk of unintended access and provides more granular control over feature adoption.

Role administrators can assign or revoke the Voice Campaign Copilot permission for specific roles, with changes taking effect after the user refreshes the page or starts a new session. Users who no longer have the permission will immediately lose access to Copilot functionality, while authorised users will continue to access it seamlessly through Campaign Manager. The same permission model applies to both Persona-based users and Admin users.

This capability is particularly useful for organisations that want to limit Voice Campaign Copilot access to designated campaign managers, supervisors, or specialised operational teams while preventing access for other users who may still need visibility into Campaign Manager. For further details, see Enabling Voice Campaign Copilot.

Translation Support for Dialer Profile Names

This release introduces multilingual support for Dialer Profile names, enabling administrators to create and manage translations for Dialer Profiles across multiple languages. New translation actions are now available during Dialer Profile creation and editing, as well as through the Dialer Profile record manager. Administrators can add translated names for different languages, manage multiple translations within a single profile, and ensure that users see Dialer Profile names in their preferred language wherever supported.

This enhancement is designed to improve the experience for global organisations operating across multiple languages and regions. Previously, Dialer Profile names were always displayed in the language in which they were originally created, even when the rest of the user interface was localised. By introducing translation support, organisations can provide a more consistent and intuitive experience for agents, supervisors, and administrators working in different locales.

Administrators can edit translations while creating a new Dialer Profile using the Edit Translation action. The translation experience supports multiple languages, with each language maintained separately and managed through dedicated translation tabs. If a translation exists for a user's selected language, the translated Dialer Profile name is displayed automatically. When no matching translation is available, the platform seamlessly falls back to the source name, ensuring there are no blank values or user-facing errors.

Agents, supervisors, administrators, and reporting users benefit from this capability. Translated Dialer Profile names are displayed consistently across outbound calling experiences, callback workflows, campaign creation forms, reporting filters, campaign monitoring pages, campaign management interfaces, and other locations where users select, view, or interact with Dialer Profiles. This helps users work more efficiently in their preferred language while maintaining consistency across operational and reporting workflows.

Use this feature when supporting multilingual contact centre operations, regional teams, or global deployments that require localised dialling configurations. The enhancement allows organisations to standardise Dialer Profile management while ensuring that users across different locales can easily identify and work with the correct dialling profiles in their native language. For further details, see Dialer Profile Translation Support.

Route Abandoned Predictive Outbound Calls to IVR for Better Customer Experience and Connectivity

This release introduces the ability to route abandoned predictive outbound calls to an IVR flow when no agent is available to handle a customer who answers an outbound call. Previously, if a customer picked up a predictive outbound call and no agent became available within the configured Unassigned Call Timeout period, the call was automatically disconnected and marked as abandoned. With this enhancement, organisations can configure abandoned call handling to route such calls to a designated IVR experience instead of dropping them.

This capability is designed to improve customer experience and increase customer engagement during predictive outbound campaigns. Rather than ending a call abruptly when an agent is unavailable, the platform can now provide customers with an automated self-service experience, additional information, or alternative handling through a configured IVR flow. This helps reduce customer frustration, creates more meaningful post-answer experiences, and supports better connectivity outcomes for outbound operations.

When a customer answers a predictive outbound call and an agent is unavailable, the call continues to wait for the configured Unassigned Call Timeout period. If no agent is assigned before the timeout expires, the platform evaluates the configured Abandoned Call Handling behaviour. If no IVR is configured, the call follows the existing behaviour and is dropped. If an IVR process is configured, the call is automatically transferred to the selected IVR flow. This routing occurs after the call has already been classified as abandoned, ensuring outbound pacing and reinforcement-learning optimisation logic continue to function as designed.

Outbound campaign managers, contact centre administrators, and organisations using predictive dialling can leverage this enhancement to improve customer interactions when agent availability constraints occur. The feature is especially useful for high-volume outbound campaigns where occasional agent shortages may otherwise result in disconnected customer interactions.

Use this capability when running predictive outbound campaigns and providing customers with an alternative automated experience is preferred over dropping unanswered agent transfers. This enables organisations to maintain customer engagement while preserving existing predictive dialling performance and optimisation models. For further details, see Predictive Dialers.

Customer Availability-Based Prioritisation for Outbound Dialling

This release introduces a new outbound dialling capability that prioritises leads based on their configured customer availability windows. A new setting, Customer Availability Based Prioritisation, has been added to Voice Outbound Settings, allowing organisations to ensure that leads with defined availability windows are prioritised for dialling as soon as those windows become active. When enabled, leads associated with a Customer Availability Rule are dialled ahead of leads without availability rules, while preserving existing campaign and segment sorting logic within each priority group.

This enhancement is designed to improve lead reachability and make better use of limited customer availability windows. Previously, customer availability windows acted only as an eligibility condition, meaning leads with narrow contact windows competed equally with leads that could be contacted throughout the day. As a result, time-sensitive leads could miss their preferred contact windows and be deferred until the next available business day. By prioritising eligible leads during their active availability periods, organisations can increase contact success rates and optimise campaign execution.

When the setting is enabled, the dialler follows a two-tier prioritisation model. Leads with an active Customer Availability Rule are placed in the highest-priority tier and are dialled only when the customer’s availability window and the agent’s business hours overlap. Leads without availability rules are dialled only after all currently eligible priority leads have been exhausted. Retry attempts follow the same prioritisation logic, ensuring that retries respect customer availability windows and are automatically rescheduled when a retry becomes due outside an active availability period. When the setting is disabled, the system continues to follow existing dialling behaviour with no changes to lead prioritisation.

Outbound campaign managers, contact centre administrators, operations teams, and organisations that rely on customer-preferred calling windows can use this capability to increase engagement effectiveness and improve campaign outcomes. The feature is particularly valuable for campaigns where customers specify limited availability periods or where contacting customers during preferred times has a significant impact on response and conversion rates.

Use this feature when running outbound campaigns that leverage Customer Availability Rules and business-hour configurations. It helps ensure that customers are contacted during their preferred availability periods while maintaining existing campaign sorting behaviour and operational controls. Organisations should note that when prioritisation is enabled, agents may occasionally experience idle periods if no customer availability windows are currently open. This behaviour is expected and reflects the intentional focus on prioritising availability-based dialling. For further details, see Customer Availability Based Prioritisation.

Customer First Dialling Mode for Agent Dialer

This release introduces a new Customer First dialling mode for Agent Dialer, enabling predictive multi-dial capabilities while preserving agent ownership of assigned customers. In Customer First mode, the system can place multiple outbound calls simultaneously for a single agent based on a configurable pacing ratio, ensuring all calls originate only from that agent’s assigned contact list. The enhancement also introduces optional IVR or Voice AI routing for excess answered calls, automated callback handling, and additional reporting fields to support operational visibility and performance tracking.

This feature is designed to address a key limitation of traditional Agent Dialer workflows, where agents can engage with only one customer at a time. While this approach preserves customer-to-agent assignment integrity, it reduces outreach efficiency at high telesales volumes. Customer First mode combines the benefits of predictive dialling with agent-specific assignments, helping organisations increase contact throughput, improve agent productivity, and maintain continuity between customers and their designated relationship managers.

Administrators can configure Agent Dialers to operate in either Agent First or Customer First mode. Customer First mode introduces configurable pacing ratios, automatic call acceptance, and optional IVR routing for answered calls that exceed an agent’s capacity during a dialling cycle. Calls routed through IVR can be converted into callbacks and prioritised for the originally assigned agent as soon as the agent becomes available. The enhancement also introduces new reporting attributes, including Dialer Abandon, Abandon Call Handling, Preferred Agent, Dialer Type, and Dialer Mode, enabling more detailed operational analysis and reporting.

Contact centre administrators, telesales teams, relationship managers, and outbound operations teams benefit from this capability. Organisations that rely on agent-owned customer portfolios can increase outbound engagement volumes without sacrificing assignment integrity, ensuring customers continue to interact with their designated representatives while improving campaign efficiency.

Use Customer First mode when running high-volume outbound campaigns that require both agent-specific ownership and higher dialling throughput. The feature is particularly valuable for telesales and relationship management programmes where maintaining customer-agent continuity is critical while maximising the number of customer contact attempts and improving overall connect rates. For further details, see Agent Dialer.

Campaign Performance Reporting for Outbound Voice Campaigns in Voice Report

This release introduces enhanced campaign performance reporting within Service Analytics -> Voice Report, providing deeper visibility into outbound voice campaign effectiveness through a combination of dialing activity, connection outcomes, call abandonment data, and campaign-level performance indicators. The report captures campaign execution data at the individual call or conversation level and enables analysis across multiple dimensions, including campaigns, segments, participants, conversation completion status, and SIP response codes.

The enhancement is designed to help organisations understand how effectively leads are being contacted, monitor campaign progress, and evaluate overall dialing performance. By surfacing additional metrics and dimensions within Voice Reports, teams can identify gaps in calling strategies, analyse connection outcomes, monitor abandoned calls and voicemail trends, and make more informed decisions to optimise outbound campaign execution.

The updated reporting experience includes enhancements to existing metrics such as% Connect Calls and% Customer Abandons (Outbound), along with new outbound-specific campaign performance insights, voicemail-related metrics, SIP response code reporting, conversation participant dimensions, and abandoned call reason analysis. For further details, see Voice Report (Customer).

Agent Stickiness for Agent-First Outbound Dialling

This release extends agent stickiness capabilities to agent-first outbound business operations, helping ensure that retry attempts are preferentially routed to the same agent who previously reviewed and dialled the customer. The capability is available for Preview Dialers, Agent-First Callback Dialers, and Progressive Agent-First Dialers, enabling organisations to preserve agent context across outbound interactions and reduce the need for repeated customer review.

This enhancement is designed to improve agent productivity and customer engagement efficiency. In outbound preview business operations, agents often spend time reviewing customer information before initiating a call. When customers do not answer, subsequent retries may historically have been routed to different agents, requiring the new agent to repeat the same review process. By extending stickiness to outbound dialling workflows, organisations can reduce duplicated effort, retain agent familiarity with customer context, and improve operational efficiency.

When enabled, retries and eligible callbacks are routed to the same preferred agent, subject to existing queue stickiness configurations including Stickiness Timeout, Honour Agent Capacity in Stickiness, Agent Status for Stickiness, and Stickiness Wait Timeout. If a retry occurs within the configured stickiness window, the original agent is prioritised. The system can optionally wait for that agent to become available before routing the interaction elsewhere. Stickiness applies only when the original agent actively dialled the customer and covers outcomes such as no answer, voicemail, unsuccessful contact attempts.

Contact centre administrators and outbound operations teams can enable this capability through a new Enable Stickiness toggle available in supported dialer profiles. When enabled, outbound retry and rechurn calls attempt to reconnect with the same agent, leveraging existing work queue stickiness settings. The feature is disabled by default and must be explicitly enabled at the dialer profile level.

Use this feature in outbound campaigns where maintaining agent continuity is important, particularly for preview-based and agent-assigned dialling workflows. The capability ensures that retries occurring within the configured stickiness period continue to leverage the same agent's context and familiarity with the customer, while still respecting availability, capacity, and routing controls. Customer-first dialling modes, including Predictive Dialers, Progressive Contact-First Dialers, Outbound IVR Dialers, and Customer-First callbacks, are excluded from this functionality because customers cannot be held waiting while routing decisions are made. For further details, see Stickiness for Preview Calls and Agent First Dialers.

Campaign Dialling on Existing Cases

This release introduces the ability to associate outbound campaign calls with existing cases instead of always creating new cases. Organisations can now configure supported dialers to identify an existing case number stored in a lead attribute and automatically attach campaign call activity to that case. The capability is available across Preview, Predictive, Outbound IVR, Progressive Agent First, Progressive Contact First, and Outbound IVR with Agent dialers.

This enhancement is designed to preserve customer context across different stages of the customer journey. Previously, every campaign call created a new case, resulting in fragmented customer histories and requiring complex workarounds to access information from prior interactions. By enabling campaign calls to be linked to an existing case, organisations can maintain continuity, streamline workflows, and eliminate the need for repetitive case management processes.

Administrators can configure the new Existing Case Field setting within the Advanced Settings section of supported dialers. This field allows selection of a lead attribute containing a case number in either string or numeric format. When a campaign call is initiated, the platform checks the configured lead attribute and, if a valid case number is found, associates the call with that existing case. If no case number is available, the platform follows the existing behaviour and creates a new case for the campaign interaction.

Campaign managers, contact centre administrators, agents, and operations teams benefit from this enhancement. Teams can continue customer engagements within the same case, ensuring complete interaction histories are maintained and easily accessible across outbound campaigns, IVR experiences, journeys, and guided workflows.

Use this capability when outbound campaigns are part of an ongoing customer engagement process and historical case context must be retained. This is particularly valuable for organisations that transition customers between service workflows and campaign-driven outreach while requiring a unified customer record and reporting experience. For further details, see Campaign Dialling on Existing Cases.

PII Masking

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

Language Expansion for PII Masking

We’ve expanded the AI‑based PII Masking capabilities by adding support for Greek, Polish, and Montenegrin languages.
This enhancement ensures more accurate detection and masking of personally identifiable information (PII) across a broader set of multilingual customer interactions.

• AI model now recognizes and masks PII entities in Greek, Polish, and Montenegrin text.

• Improved coverage for names, addresses, phone numbers, email IDs, and other common PII patterns in both languages.

• Enhanced language detection logic to seamlessly identify Greek, Polish, and Montenegrin content before applying masking.

Quality Management

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

Checklist Item Comments in P2P Calibration Analyze Results 

You can now view auditor comments for checklist items in the Analyze Results screen for P2P Calibration. This update allows you to see comments directly below the selected response for each checklist item in the Audit Results Card, when the Enable Comment setting is active and a comment was entered during evaluation. 

P2P Calibration is a peer-to-peer quality review process within Manual Quality Management, where auditors evaluate agent interactions against a defined checklist. The Analyze Results screen displays consolidated audit outcomes, including item-level responses, for review and comparison across evaluators. 

This update ensures that the context behind each audit response is preserved and visible during analysis. It helps quality managers and evaluators understand why a specific response was selected without cross-referencing individual audit records, supporting more consistent and informed calibration discussions. 

For futher details, refer to Configure Manual Audit Checklist.

Agent Selection Preference in the Assign for Evaluation Macro 

You can now select an Agent For Evaluation preference in the Assign for Evaluation Macro. This update allows you to control how the agent is determined when the Macro is applied, using options such as Last Engaged Agent, First Engaged Agent, Most Engaged Agent, or From Case Field. 

The Assign for Evaluation Macro is a Manual Quality Management tool that lets auditors and QM administrators assign a case interaction to a specific auditor for evaluation against a checklist. Previously, the Agent For Evaluation was always resolved using the default Last Engaged Agent behavior, with no option to override it at the time the Macro was applied. 

This update gives QM administrators greater flexibility in targeting the correct agent for evaluation without manual intervention. By selecting a specific assignment preference—or mapping the agent from a User-type Case Custom Property—you can ensure evaluations are consistently assigned to the intended agent, reducing setup effort and minimizing misassignments. For futher information, refer to Agent Selection Preference for for Assign for Evaluation Macros

Category Score Metric in Quality Management Reporting 

You can now select Category Score as a metric in Quality Management reporting in Service Analytics. This update allows you to plot aggregated scores at the checklist category level in the Evaluation Report and combine the metric with dimensions such as Category and Checklist for deeper analysis. 

This update helps quality managers quickly identify which checklist categories are performing well and which need improvement, without manually calculating or estimating category-level scores. It reduces the effort required to analyze quality trends at a granular level, supporting faster and more targeted coaching and quality improvement decisions. 

For futher details, refer to Reporting Glossary for Quality Management.

Extended Duration Selection in Sampling Policy Case Filter Conditions 

You can now configure duration-based filter conditions in Sampling Policy using extended time units, including Years, Months, Weeks, Days, Hours, Minutes, and Seconds. This update removes the previous 24-hour limit, allowing you to target cases that exceed one day or any other extended duration. 

Sampling Policy is a Manual Quality Management feature that automatically selects cases for evaluation based on defined filter conditions, such as case duration. Previously, duration-based filters were capped at 23 hours, 59 minutes, and 59 seconds, preventing quality managers from configuring policies that targeted cases spanning longer time periods. 

This update helps quality managers create more precise sampling criteria for long-duration cases without manual workarounds. It removes a key configuration constraint and ensures that evaluation policies can accurately reflect the full range of case durations your team handles, supporting better quality coverage across all interaction types. 

For futher details, refer to Configure Duration Filters in Sampling Policy.

Reporting and Analytics

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

Time-of-Day Charts Now Respect Your Selected Date Filter

Time-of-day dimension now display only the interval buckets that fall within your selected date and time range. When filtering to a period shorter than 24 hours, the chart axis automatically starts and ends at your selected time window instead of displaying the full day.

This enhancement helps supervisors, reporting managers, and workforce planners focus on intraday trends with cleaner, presentation-ready charts. Previously, charts displayed all daily intervals, even when most fell outside the selected range. Now, only the relevant time window is shown, making reports easier to analyse and share.

Key benefits:

• Display only the interval buckets that fall within the selected date and time range.

• Support consistent behaviour across interval granularities, including 30 minutes, 1 hour, and 1 day.

For further details, see: Configuring Order of Day of Week.

Extended Time-Based Sorting in Two-Dimensional Tables

You can now sort by time-based dimensions across a wider set of granularities in both the standard and advanced Two-Dimensional Table widgets. Time fields plotted as rows or columns automatically sort in chronological (ascending) order, so your reports read in a natural time sequence without manual reordering.

This enhancement benefits reporting analysts, workforce planners, and operations managers who analyse contact centre volume and performance across time. Previously, time-order sorting was limited to Time of Day and Day of Week in the standard table when plotted as columns, and column sorting was not supported at all in the advanced variant that allows multiple dimensions as rows. As a result, finer-grained views such as 15- or 30-minute intervals appeared out of sequence, making it harder to read intraday patterns. Now, a planner building an intraday staffing report can plot volume in 15-minute intervals and immediately see the day unfold in order, spotting peaks and coverage gaps without rearranging the table.

Key benefits:

• Enhanced sorting support in Two-Dimensional Tables: You can now sort data using additional time-based dimensions, including Time of Day, Time of Day (15 mins), Time of Day (30 mins), Date, Date (DD-MM-YYYY), Day of Week, and Month of Year, across both standard and advanced Two-Dimensional Table variants, with support for row and column sorting.

• Have time fields sort automatically in ascending chronological order, so intraday and period-over-period views read correctly by default.

• Continue using existing measurement-based sorting, which remains unchanged alongside the new time-field sorting.

• Apply sorting reliably within the Two-Dimensional Table structure, including where metrics are grouped under each column-dimension value.

For further details, see: Two Dimensional Visualization.

Dynamic Range Time Filter Now Respects Custom Interval Definitions

You can now rely on the Dynamic Range option in the dashboard time filter to calculate date ranges using your configured Custom Interval Definitions, rather than system defaults. Selections such as Last 4 Weeks, Last 1 Month, or Last 1 Year now align to your organisation's business calendar.

This enhancement benefits reporting analysts, operations managers, and finance or planning teams whose reporting cycles differ from the standard calendar. Previously, Dynamic Range calculated periods using system defaults — weeks starting Sunday, months starting on the 1st, and years starting 1 January — even when a custom week, month, or year definition was configured. This created a mismatch between dashboard output and the configured business calendar and led to misinterpreted results. Now, a team whose fiscal year runs April 1 to March 31 can select Last 1 Year and see the range align to their fiscal boundaries, so dashboards, exports, and scheduled reports all reflect the same periods used in business reviews.

Key benefits: 

• Calculate weekly Dynamic Ranges using your Custom Week Start Day instead of the system default Sunday. For example, with a Monday-to-Sunday week, Last 1 Week ending 0 weeks ago now returns Monday to Sunday rather than Sunday to Saturday. 

• Calculate monthly Dynamic Ranges using your Custom Month Start Day instead of a fixed 1st-of-month boundary. For example, with a month defined as the 10th to the 9th, Last 1 Month aligns to that cycle. 

• Calculate yearly Dynamic Ranges using your Custom Year Start Month and Start Date instead of 1 January. For example, an April-to-March fiscal year is respected. 

• Calculate hourly Dynamic Ranges using your Custom Start Minute, where applicable. 

• See corrected start and end dates in the Preview panel before you apply the filter. 

• Get consistent results across preview dates, applied dashboard filters, saved date ranges, exported reports, and scheduled reports. 

For further details, see: Date Range Filter on a Reporting Dashboard. 

Apply as Default Range in Conditional Formatting for Table Widgets

You can now convert the middle condition in Color by Condition into a continuous range using a new Apply as Default Range checkbox in table-type widgets. Instead of highlighting only a single value, you can colour every value that falls between your lower and upper thresholds, making Low–Medium–High KPI views easy to build without adding extra rules.

This enhancement helps report creators, supervisors, and analysts quickly interpret KPI performance using conditional formatting. Previously, the middle condition only supported Equal To, leaving values between thresholds unformatted. Now, you can clearly highlight breaches, targets, and intermediate risk bands, making it easier to identify areas that need attention at a glance.

Key benefits: 

• Use the new Apply as Default Range checkbox within the Color by Condition configuration in table-type widgets. 

• Keep existing behaviour by default, the checkbox remains unchecked, and the current Equal To formatting continues to work exactly as before. 

• When enabled, apply the lower colour to values below the lower threshold, the upper colour to values above the upper threshold, and the default colour to values between the two thresholds, while the configured Equal To value retains its own colour. 

• Build common Low–Medium–High KPI visualisations with far less configuration effort and no additional rules. 

• Avoid misconfiguration through validation that prevents invalid threshold combinations, where the lower threshold is greater than or equal to the upper threshold. 

• Retain your setting reliably, the checkbox state is saved as part of the widget configuration and persists across edits. 

For further details, see: Conditional Formatting.

Direct Access to Service Standard Dashboards from the Launchpad

You can now navigate to Service Standard Dashboards directly from the Launchpad. A new option appears in the Analyse section, immediately below Service Reporting. This enhancement benefits supervisors, operations managers, and analysts who review standard Service reporting as part of their daily routine. Previously, reaching Standard Dashboards required navigating through Service Reporting first, adding avoidable steps to a frequently repeated task. Now, a supervisor starting their shift can open the Launchpad and go straight to the standard dashboard they monitor, reaching queue and agent performance views in a single click.

Key benefits:

• Access Service Standard Dashboards directly from the Launchpad.

• Find the option in the Analyse section, positioned right below Service Reporting, in line with existing navigation.

• Reduce the number of clicks needed to reach standard Service reporting views.

For further details, see: Standard Dashboard.

Graph Styling Options for Compare Mode

You can now view compare mode charts with improved visual hierarchy, ensuring the current-period series always renders on top while the previous-period series remains in the background for context.

Previously, previous-period data could overlap or appear in front of current-period data in line and area charts, making trends harder to interpret. With this enhancement, current-period data is visually dominant by default, helping you compare performance across periods more clearly and accurately.

Key benefits:

• Current-period series always renders above previous-period series.

• Previous-period series remains in the background and no longer obscures current-period trends.

• Improved readability for period-over-period comparisons in line and area charts.

• Faster interpretation of current performance against historical data.

• No changes to existing compare-mode calculations or data logic. Only chart rendering behavior has been improved.

For further details, see: Link.

Scheduled Exports for Standard Dashboards

You can now set up scheduled exports for Standard Dashboards, in addition to Custom Dashboards. A new dashboard type selector in the scheduled export configuration lets you choose between Custom Dashboard and Standard Dashboard, and displays only the relevant dashboards for your selection.

This enhancement benefits operations managers, supervisors, and reporting stakeholders who rely on out-of-the-box Service reporting. Previously, scheduled exports supported Custom Dashboards only, so teams using Standard Dashboards had to recreate equivalent custom dashboards purely to automate distribution. Now, a supervisor who monitors a standard queue performance dashboard can schedule a weekly export straight to their leadership distribution list, without duplicating the dashboard first.

Key benefits:

• Schedule exports on Standard Dashboards, not just Custom Dashboards.

• Choose your dashboard type at the point of setup using the new selector, with options for Custom Dashboard and Standard Dashboard.

• See only the dashboards relevant to your selected type, making the right dashboard faster to find.

• Configure Standard Dashboard exports using the same familiar journey: create a scheduled export, select the dashboard type, choose the dashboard, and configure your export settings.

For further details, see: Schedule Exports.

Discover the Full Standard Dashboards Catalog with Clear Permission Indicators

The Standard Dashboards landing page now always displays the complete dashboard catalog, so you can see every out-of-the-box dashboard available — including those you do not yet have access to.

Earlier, you could not see the dashboard itself that lacked access, making it seem that no standard dashboards existed. Now you see the full section and dashboard hierarchy, with each dashboard in one of two states:

• Accessible: Displayed normally and fully interactive.

• Restricted: Shown blurred with a lock icon, while the name and description remain visible.

Selecting a restricted dashboard opens a message explaining that additional permissions are required, along with the dashboard description, so you can decide whether to request access from your workspace administrator. Sections in which no dashboard is shared with you appear blurred in the left index, and each dashboard independently reflects its own access state when your access is mixed across sections.

This helps analysts and business users find the reporting content that fits their needs without guesswork — for example, a newly onboarded analyst can browse the catalog, read a dashboard description, and raise a targeted access request instead of assuming nothing further exists. Administrators, in turn, handle fewer open-ended queries about available reporting content.

The result is better dashboard discoverability, faster adoption, and reduced dependency on administrators and support teams.

For further details, see: Standard Dashboards.

Bucketing Configuration for FCR and Repeat Contact Metrics

You can now configure time-based buckets for the Repeat Call Count and Repeat Case Count metrics in Service Settings, and report on repeat contacts by those bucket ranges. This brings the same bucketing capability already available for Handle Time and Abandon Time to repeat contact analysis, allowing you to measure repeat behavior against multiple time thresholds rather than a single definition.

This enhancement benefits contact center managers, quality teams, and reporting analysts monitoring first contact resolution. Previously, all repeat contacts were measured against a single threshold. Now, you can define multiple time buckets, such as 3 to 6 hours, 6 to 8 hours, or within 3 days versus 7 days, to better understand repeat contact patterns and identify where resolution improvements are needed.

Key benefits:

• Configure bucketed reporting for Repeat Call Count and Repeat Case Count.

• Define custom time-based buckets, such as 3–6 hours or 6–8 hours.

• Classify repeat calls and cases into configured time ranges for deeper analysis.

• Compare repeat contact volume across multiple thresholds, such as within 3 days versus within 7 days, in a single report.

For further details, see: First Contact Resolution %/ Repeat Contact Rate.

First Contact Resolution and Repeat Contact Metrics for Digital Channels

You can now configure First Contact Resolution (FCR) and Repeat Contact Rate separately for voice and digital channels from the Standard Metrics settings screen, and analyse these metrics directly in reporting. Digital configuration is supported for Live Chat, Email, and Social, enabling case-based resolution measurement using the same core model applied to calls.

This enhancement helps contact centre leaders, quality teams, and analysts measure resolution effectiveness more accurately across channels. Previously, FCR configuration was available only for voice interactions. Now, you can define primary and repeat case criteria independently for Email, Live Chat, and Social, making it easier to identify channels where customers need to re-engage and uncover opportunities to improve resolution quality.

Key benefits:

• Configure FCR and Repeat Contact Rate separately for voice and digital channels under Standard Metrics, with digital thresholds available for Live Chat, Email, and Social. 

• Define voice resolution logic using primary and repeat contact conditions with configurable thresholds, and configure digital resolution logic using customer profile or case custom field-based repeat identification along with primary and repeat contact conditions. 

• Analyse results through new reporting fields in Voice Report (Customer) and Omnichannel Case Summary, including primary, repeat, and repeat-exist counts, along with FCR% for voice interactions. 

• Classify contacts as primary or repeat based on configured thresholds. FCR% measures the percentage of primary contacts that do not result in a repeat contact within the defined threshold window. 

For further details, see: Link. 

Work Queue Governance Extended to Additional Reports

You now see consistent work queue governance across more Social Analytics and Service Analytics reports. Work queues that are not shared with you are no longer displayed, ensuring access permissions are applied uniformly across reporting.

This enhancement benefits reporting users, supervisors, and analysts working across multiple reports. Previously, unauthorized work queues could appear as raw IDs in some reports, creating confusion. With this update, you see only the work queues you have access to, displayed with proper names. This ensures reports, exports, and shared views consistently respect work queue access controls.

For further details, see: Reporting Governance.

Clearer Search Guidance When a Category Filter Limits Results

You now receive clearer guidance when a field search in the Service Analytics Widget Builder returns no results because of the Category filter you have applied. Instead of a generic message, the builder tells you that your Category selection may be restricting the results and prompts you to expand it.

This enhancement benefits analysts, supervisors, and widget creators in Service Analytics. Previously, searching for a field while a Category filter (such as Metrics or Dimensions) was selected could return"No data found" if the field belonged to a different category. Now, the cause is clearer, helping you quickly adjust the Category filter and find the field without restarting your search or rebuilding the widget.

Key benefits

• Get a clear message when Category filters limit your search results.

• Quickly identify that the Category filter, not a missing field, is causing the issue.

• Keep your search text when updating Category filters.

• Automatically rerun the search and display matching results.

• Continue to see"No data found" when no matching fields exist after expanding filters.

For further details, see: Widget Configuration.

Updated Voice Queue (Per Assignment) Metrics Calculation

The Average Talk, Average Hold, and Average Wrap metrics in the Voice Queue (Per Assignment) report now use Total Calls Taken (Per Assignment) as the calculation denominator instead of Total Calls (Per Assignment). This correction has also been applied to historical data, ensuring more accurate reporting across past and current records.

Improved Auto-Formatting Consistency in Counter Summary Widgets

The Counter Summary widget now applies auto-formatting consistently for metric values displayed in milliseconds. Previously, auto-formatting did not affect millisecond-based metrics, resulting in inconsistent decimal display behavior. With this update, millisecond metrics now align with the behavior of other Counter Summary metrics: no decimal places are shown when auto-formatting is enabled, and decimal places are displayed based on the selected formatting option when auto-formatting is disabled.

Warning for Cross-Report Filters in Widget Editor

The Widget Editor now displays a warning when you apply a filter from a report that differs from the report on which the widget is plotted. Such filters may not be retained after saving and may not be visible outside the widget in either Enterprise or Persona views. This enhancement helps you identify and correct filter mismatches before saving, ensuring greater consistency and accuracy in widget configurations.

Improved Work Queue Visibility in Reports

Reports now provide a more user-friendly experience when Work Queue Governance is enabled. Previously, if a work queue was not shared with a user, some reports displayed the Work Queue ID instead of the queue name. With this enhancement, support has been extended across additional reports to hide inaccessible work queue details, helping ensure cleaner and more intuitive reporting experiences.

Timezone Alignment for Case Processing Clock Start Time

The Case Processing Clock Start Time dimension in the Case Processing SLA report now correctly respects the timezone configured at the widget or dashboard level. Previously, this dimension displayed values based on the logged-in user's local system timezone, which could result in inconsistencies across reports and users. With this update, the displayed time aligns with the configured reporting timezone, ensuring a more accurate and consistent reporting experience.

Updated Transfer Dimensions in Detailed Agent Transfer Report

The Detailed Agent Transfer Report has been updated to improve the clarity and consistency of transfer-related dimensions. The Transfer Receiver dimension has been renamed to Transferred Receiver. Additionally, records that previously displayed "N/A" for this dimension will now display "-" in both the report UI and exported files.

The Transfer Initiator dimension has also been enhanced to display only the user name. Previously, both the user name and email address were shown.

Screen Recording

Recording Manager Default Enablement

New voice partners are now automatically onboarded with Recording Manager enabled by default, eliminating the need for manual setup. This provides a centralized way to manage call recording policies and configurations, helping streamline administration and ensure a more consistent recording experience across voice interactions.

Data Connector Export Support for Screen Recordings

You can now export screen recording data through Data Connector, making it easier to access and integrate screen recording information into external systems and workflows. This enhancement extends Data Connector capabilities to include screen recording exports, helping streamline data extraction and reporting processes.

Pause-Time Based Recording Protection

Screen recordings can now automatically exclude a configurable period of recording prior to a pause event. By default, the 10 seconds preceding a recording pause are blocked from the final recording, helping reduce the risk of sensitive information being captured before an agent pauses the recording. This enhancement strengthens privacy and compliance controls for screen recordings.

Reporting Metrics Enhancements for Screen Recordings

New reporting metrics are now available for screen recordings, providing greater visibility into recording coverage and performance. These enhancements enable you to compare the expected number of screen recordings against the actual recordings captured, helping identify recording gaps, monitor compliance, and improve operational oversight.

Block Apps and URLs from Screen Recording

Administrators can now configure application and URL blocklists to automatically prevent sensitive content from being captured in screen recordings. When an agent opens a blocked application or navigates to a blocked URL, screen recording is automatically paused or masked and resumes once the agent leaves the restricted content. This helps protect sensitive information, strengthen compliance, and reduce reliance on manual recording controls.

Voice Recording Manager Default Enablement

Recording Manager is now enabled by default for all newly onboarded voice environments, eliminating the need for manual setup. This enhancement streamlines recording configuration through a centralized management experience, making it easier to manage recording policies and ensure consistent recording behaviour across voice interactions.

Sprinklr AI Agent

The following features are being introduced in the Sprinklr AI Agent module:

Knowledge | Manually Sync Knowledge Content On Demand

You can now manually synchronize knowledge content using the new Sync Now option. This allows administrators to immediately refresh knowledge sources whenever updates are made, without waiting for the scheduled sync cycle to run.

Key capabilities:

• Trigger synchronization whenever new content is added or updated.
• Sync multiple knowledge sources in a single action.
• Supported across Knowledge Bases (KBs), Documents, and Q&A Pairs.
• Works alongside the existing Auto-sync functionality, giving teams greater control over knowledge freshness and availability.
  For more information, see Introduction to Knowledge Content

AI Agent | Monitor

Customer Memory for More Personalized Conversations

AI Agents can now retain and use customer-specific context across interactions through Customer Memory. This helps agents deliver more relevant, personalized, and context-aware responses by remembering important customer information from previous conversations.

Key capabilities:

• Configure profile attributes that should be used for Customer Memory from Conversation Settings.
• Store long-term customer facts, preferences, and characteristics in Semantic Memory.
• Capture and retain customer interactions and events from previous conversations in Episodic Memory.
• Deliver more consistent experiences by allowing AI Agents to build on past interactions.

​For more information, see Monitor

Automatic Execution of Entry and Follow-up Tools

AI Agent Builder now automatically executes Entry Tools and Follow-up Tools configured within a Dialogue Tree. This removes the need to manually add these tools to the task tool list and simplifies agent configuration.

Key improvements:

• Entry and Follow-up Tools run automatically based on Dialogue Tree settings.
• Reduces configuration effort and minimizes setup errors.
• Provides greater consistency in execution across conversations.
• Audit logs clearly indicate whether a tool was triggered as an Entry Tool or Follow-up Tool through the Trigger Source label.

​For more information, see Tools

Enhanced Conversation Timeline for Chat and Voice Interactions

The Conversation Timeline provides a unified view of conversation events, messages, and audit logs, making it easier to review, analyse, and troubleshoot AI Agent interactions.

Key capabilities:

• Display important conversation milestones as timeline markers.
• Show or hide the timeline based on user preference.
• Navigate directly from an event, such as Handover to Agent, to the related message.
• Move from a conversation message to its corresponding audit record.
• Jump from an audit log entry back to the associated message in the conversation.
• Improve investigation and monitoring by connecting messages and audit events in a single workflow.
  For more information, see Voice AI Agent

AI Agent | Voice AI

Support for ElevenLabs Speech Engine

Voice AI Agents now support the ElevenLabs Speech Engine, enabling high-quality speech recognition and natural voice generation for voice-based interactions.

Key capabilities:

• Convert caller speech into text for AI processing.
• Convert AI-generated responses into realistic, human-like speech.
• Stream responses in real time for more fluid conversations.
• Detect caller interruptions and adapt the conversation accordingly.
• Filter background noise to improve recognition accuracy and caller experience.
• Help create more natural and engaging voice interactions across customer conversations.

​For more information, see ElevenLabs Speech Engine

Support for Sprinklr Speech Engine

Voice AI Agents now support the Sprinklr Speech Engine for speech recognition, voice generation, and conversation turn detection. This provides an integrated speech solution optimised for AI-powered voice interactions.

Key capabilities:

• Convert caller speech to text and AI responses to speech.
• Detect when a caller has finished speaking and automatically trigger the next response.
• Pause AI speech and switch context when the caller interrupts.
• Ignore short acknowledgements such as “okay” or “mm-hmm” without disrupting the conversation flow.
• Reduce the impact of background noise to improve speech recognition quality.
• Enhance responsiveness and conversation accuracy in real-world calling environments.

​

Configure First Message or Qualifying Task for Voice Applications

Voice-enabled AI Agents now support configurable conversation starters, allowing organisations to control how voice interactions begin.

Administrators can choose between a simple introductory greeting or a more advanced qualification flow depending on their business requirements.

Key capabilities:

• Configure a First Message to greet callers or introduce the AI Agent.
• Configure a Qualifying Task when the opening interaction requires decision-making, information gathering, or dialogue logic.
• Include the opening message as part of the Qualifying Task workflow for more complex scenarios.
• Tailor conversation openings to specific business use cases and customer journeys.
• Enable either First Message or Qualifying Task, with only one option active at a time.

This flexibility helps organisations design more structured and engaging voice experiences while ensuring conversations start with the right context.

Sprinklr VoiceConnect

The following features are being introduced in the Sprinklr VoiceConnect module:

Addition of Advanced Metrics to VoiceConnect Reporting

This release enhances the Addition of metrics to VoiceConnect Reporting (CARE) capability by expanding the VoiceConnect Reporting module with new operational and call quality metrics, delivering a more comprehensive view of voice traffic performance and health. The update introduces reporting dimensions such as Customer Leg Codec, Agent Leg Codec, Hang Up By (Direction of BYE), Q.850 Cause Code, and Silent Call indicators. It also adds 95th and 99th percentile measurements for key call quality metrics including MOS, Packet Loss, Jitter, and Delay. These metrics are available within both Social Analytics and Service Analytics voice reports, enabling a consolidated reporting experience for VoiceConnect environments.

This enhancement is designed to provide deeper visibility into voice call performance and enable faster root cause analysis. While average values can indicate overall trends, they often mask severe degradation that affects customer experience. By exposing percentile-based metrics and operational call indicators, teams can identify performance outliers, network issues, abnormal call behaviour, silent call occurrences, and call termination patterns more effectively. This helps organisations detect underlying issues earlier and make more informed decisions to improve voice quality and service reliability.

The feature is intended for contact centre administrators, telephony teams, implementation teams, operations teams, and business stakeholders responsible for monitoring VoiceConnect performance. These users can leverage the additional metrics to investigate call quality issues, track network health, analyse call flows, and improve overall voice service performance.

Use these enhanced reporting capabilities when monitoring VoiceConnect traffic, conducting operational reviews, investigating customer-reported call quality concerns, analysing silent calls, tracking call termination behaviour, or performing root cause analysis for voice performance issues. The expanded metric set provides deeper insights into both normal operating conditions and worst-case call quality scenarios, helping teams maintain a higher-quality voice experience.

Add Overview Option for SIP Trunks

This release introduces a new Overview experience for SIP Trunks, providing a structured and centralised way to access key trunk information. Users can now access a dedicated View section that consolidates multiple SIP Trunk views, including Properties, Consolidated Activity (Audit Trail), Usage, Trunk Health, and SIP Trunk Registration Status. The update also standardises naming conventions and terminology across all views to deliver a more consistent and intuitive navigation experience.

This enhancement addresses usability challenges caused by inconsistent labels and navigation patterns across the SIP Trunk management experience. By consolidating commonly used views under a single Overview entry and aligning terminology with existing platform standards, users can locate information more efficiently, reduce cognitive load, and navigate operational and diagnostic data with greater confidence.

Network administrators, telephony administrators, implementation teams, and support users managing SIP Trunks can benefit from this enhancement. The improved structure enables faster access to configuration details, usage insights, health monitoring information, registration status, and audit records, while ensuring a consistent experience across the platform.

Use this feature when reviewing SIP Trunk configurations, monitoring trunk health and registration status, analysing usage patterns, auditing configuration changes, or troubleshooting telephony connectivity issues. The consolidated Overview experience helps streamline operational workflows and improve day-to-day management of SIP Trunks. For further details, see SIP Trunk.

Supervisor Console

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

Removal of the “Comfortable” Density Option

The Comfortable density option has been removed from Agent Monitoring Persona App Settings to streamline the user experience and standardize layouts across monitoring screens. Users will no longer see or be able to select this density option when configuring monitoring views.

The remaining density settings continue to provide flexibility in how information is displayed while helping deliver a more consistent and streamlined monitoring experience across modules.

Faster Monitoring Dashboard Refresh and Updated Time Filters

Monitoring dashboards have been updated to deliver more timely operational insights and reduce the need for manual dashboard configuration.

• The default dashboard refresh interval has been set to 5 seconds for relevant monitoring dashboards, enabling more frequent updates to monitoring data.

• The default time filter for new customers has been reduced to Last 24 Hours, helping users focus on recent activity immediately after accessing a dashboard.

• The default time range preset for Grouped Queues is now Today.

These changes help users focus on the most relevant operational data immediately after opening a monitoring dashboard, reducing the need for manual filter adjustments.

For further details, see Default Refresh and Time Range Settings.

Additional Monitoring Actions Available by Default

Several commonly used monitoring actions are now available by default in Agent Monitoring and Queue Monitoring, reducing the need for additional enablement and improving access to day-to-day supervisor tools. Newly available default actions include Edit, Add and Edit Skills, View Activity, Send Message, Macro, Deactivate in Work Queue, and Activate in Work Queue, all accessible from the actions menu.

With these actions enabled by default, supervisors can manage agents and queues more efficiently without additional configuration, helping streamline operational workflows and reduce the steps required during live monitoring.

For further details, see Agent Actions.

Legacy Supervisor Console URL Removed from Launchpad

To reduce confusion between the legacy Supervisor Console and Supervisor Console persona app, the legacy Supervisor Console URL has been removed from the Launchpad for new customers and for customers who are not using the legacy console. The change helps guide users toward the current experience while reducing the likelihood of launching an outdated interface.

For further details, see Access Supervisor Console.

Expanded Language Support for Supervisor Copilot

Supervisor Copilot now supports additional languages beyond English, enabling users to interact with Copilot in their native language with improved accuracy and reliability. This enhancement helps reduce failures caused by language limitations and improves the overall experience for multilingual teams using Supervisor Copilot.

Supported languages include German, Spanish, Italian, French, Bahasa Malay, Croatian, Japanese, and Korean.

For further details, see Supported Languages.

Enhanced Deep Diagnostic Accuracy in Supervisor Copilot

Supervisor Copilot now delivers improved accuracy for deep diagnostic analysis within Conversational Analytics Copilot experiences running on AI+ Studio. This enhancement refines the underlying diagnostic capabilities to provide more accurate results, helping supervisors gain greater confidence in the insights and recommendations generated during analysis.

As supervisors use Conversational Analytics Copilot to investigate operational trends and performance indicators, they can benefit from more accurate diagnostic outcomes without changes to their existing workflows.

Permission-Based Access for Alert Editing

Alert editing in the prod21 environment now follows assigned edit permissions, ensuring that only authorized users can modify alerts. Users with edit permissions can edit alert configurations and update an alert's Active or Inactive status. Users without edit permissions can continue to view alerts, but the Edit Alert option and Active/Inactive toggle are disabled.

Ticket Management

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

Reporting on Parent-Child Ticket Relationship

Ticketing Reporting now supports analysis of parent-child ticket relationships, giving teams visibility into how linked tickets are structured and tracked. This enhancement provides a more complete view of interconnected work and improves visibility across the ticket lifecycle.

Examples of new metrics available include:

• Number of Child Cases: Child case count per ticket (aggregated KPI) or as a ticket‑level view listing all child case numbers associated with each ticket along with the total count.

• Number of Follow up Cases: The number of follow-up cases per ticket or as a ticket‑level view listing follow‑up case numbers and the total follow‑up count for each ticket.

• Interactions per Ticket: Shows the number of interactions per ticket, calculated as parent plus followed‑up cases. This can be aggregated as an average KPI or displayed at ticket level with associated case numbers.

​

For further details, see Reporting on Parent-Child Case Relationships.

Unified Routing

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

Bulk Modification of Pending Cases to Align with Updated Routing Configurations

This release introduces a governed framework that enables supervisors to bulk update pending cases and callbacks so they align with the latest routing configurations. Using enhanced filtering and bulk actions in Live Case Monitoring and Callback Manager, supervisors can select multiple pending records and apply updates such as priority, skill, backup queue, assignee, and other supported routing attributes in a single action. The framework supports both automated and manual actions and provides a consistent approach for managing backlog items at scale.

This enhancement addresses situations where pending cases and callbacks continue to follow outdated routing configurations after routing rules have been updated. As a result, priority changes, skill updates, and backup queue adjustments may not apply to existing backlog items, leading to SLA risks, inefficient agent utilisation, and increased operational effort. The new framework helps organisations keep queued work aligned with current routing strategies while ensuring all updates are controlled, validated, and fully auditable.

Supervisors, queue managers, operations teams, workforce management teams, compliance teams, and quality assurance teams benefit from this capability. Agents also benefit indirectly by receiving workloads that better reflect current business priorities and routing requirements. The framework includes role-based controls, execution safeguards, audit logging, and completion notifications to support operational governance and accountability.

Use this capability when routing configurations have changed and existing pending work needs to be updated to match the latest business requirements. For example, supervisors can bulk update pending cases or callbacks to reflect revised priorities, newly introduced skills, updated backup queues, or reassignment requirements, helping ensure that backlog items are processed according to current routing strategies. The solution also validates pending records before execution and skips records that no longer meet the original selection criteria, helping maintain data integrity.

The release also enhances filtering capabilities in Live Case Monitoring and Callback Manager, making it easier to identify and act on relevant pending work. All bulk update activities are executed through a governed process with detailed audit trails, exportable execution records, and platform notifications upon completion, ensuring transparency and operational visibility. For further details, see Bulk Update of Routing Attributes for Existing Cases.

Standardisation of Channel Identification for Deflection Flows

This release improves channel identification for customer interactions that are deflected between Voice and Digital/Social channels. The platform now identifies and applies the active interaction channel consistently during routing, reporting, and capacity management, ensuring that deflected interactions are recognised based on the channel the customer is currently using rather than the channel where the interaction originally started.

This enhancement addresses scenarios where Voice-to-Digital deflections could be attributed to the wrong channel, leading to inaccurate routing decisions, capacity consumption, and reporting results. By standardising channel identification across the platform, organisations can reduce operational complexity and eliminate the need for channel-specific workarounds previously required in some deflection scenarios.

Contact centre administrators, supervisors, workforce management teams, and reporting analysts benefit from this update through more accurate channel attribution and capacity allocation. Agents also benefit indirectly because workloads are consumed and managed according to the customer's active interaction channel throughout the case lifecycle.

Use this capability when customers are redirected from one channel to another, such as from Voice to SMS, WhatsApp, or other digital channels. Routing, capacity allocation, and reporting now consistently reflect the channel being used after the deflection occurs. Existing Digital/Social-to-Voice callback deflection workflows continue to operate as before.

Reporting has also been enhanced to use the same standardised channel-identification logic across the Omnichannel Queue Performance Report, Case SLA Report, and Case Processing SLA Report, ensuring a more accurate representation of customer interactions following channel deflections. For further details, see Channel Identification for Voice and Digital Deflection.

Unified Routing Copilot Foundation for Assignment Debugging

This release introduces the foundational backend capabilities required to support the future Unified Routing Copilot for assignment debugging experience within the Unified Routing Debug Console. The release focuses on establishing the rules framework, APIs, and analysis contracts that enable intelligent investigation of assignment-related issues, including cases not being assigned, delayed assignments, capacity mismatches, uneven case distribution, and routing configuration execution outcomes.

The enhancement is designed to simplify troubleshooting of assignment and routing behaviour by providing a structured analysis layer that can interpret routing configurations, agent availability, capacity constraints, skills, priorities, stickiness settings, queue states, and historical routing events. By preparing these backend capabilities, the platform lays the groundwork for delivering guided and explainable assignment diagnostics in future Copilot experiences.

The backend framework supports assignment-debugging scenarios by enabling analysis of why a case is not assigned, identifying reasons for assignment delays, validating capacity-related behaviours, examining factors contributing to unequal workload distribution, and evaluating whether routing configurations executed as expected. The framework is also designed to correlate routing timelines and decision points and to support contextual recommendations and documentation references for troubleshooting workflows.

This capability benefits Unified Routing administrators, support teams, operations teams, and customer service organisations that regularly investigate routing and assignment outcomes. It will help reduce dependency on engineering and support teams for routine routing analysis while improving transparency and self-service troubleshooting capabilities.

Use this enhancement when investigating assignment-related issues in Unified Routing environments, such as understanding why work items remain unassigned, analysing delays caused by capacity constraints or queue backlogs, reviewing uneven agent workloads, or validating routing rule execution behaviour. The conversational Copilot experience, user interface integration, and natural-language interaction layer will be delivered in a future release and will leverage the backend capabilities introduced as part of this foundation. For further details, see Understanding Unified Routing Copilot for Assignment Debugging.

Digital Transfer Report in Omnichannel Reporting

This release introduces a Digital Transfer Report based on the Omnichannel Report, providing visibility into how digital interactions are transferred across agents, queues, and workflows. The report delivers a reporting experience aligned with the existing Voice Transfer Report and captures key transfer details such as Case Number, Contact ID, Initial Assignee, Transfer Initiator, Transferred-To Assignee, Transfer Mode, Transfer Mode Name, Transfer Success, Transfer Time, and Transfer Sequence Count. This enables complete tracking of digital transfer journeys and transfer outcomes.

This enhancement addresses the need for consistent reporting and analysis of digital transfer activities. Previously, customers lacked a dedicated view to monitor how digital cases moved through transfer workflows, making it difficult to investigate unsuccessful transfers, measure transfer performance, understand routing paths, and identify process improvement opportunities. By providing detailed transfer insights, the report helps organizations improve digital support workflows and agent hand-off efficiency.

Service managers, supervisors, analysts, and operations teams can use this report to evaluate transfer performance across digital channels, compare transfer patterns with voice interactions, troubleshoot routing and transfer failures, and gain greater visibility into customer interaction handling. The inclusion of Contact ID–based tracking enables more granular analysis of individual digital interactions within a case.

Use the Digital Transfer Report when reviewing case transfer histories, analysing transfer success rates, auditing agent hand-offs, investigating routing issues, or monitoring transfer activity across digital support channels. The report provides detailed transfer sequence and timing information that helps teams understand how interactions move through the service process and identify areas for operational improvement. For further details, see Digital Transfer Report.

Enhancement in EWT V8

This release introduces enhancements to the Estimated Wait Time (EWT) calculation model for chat queues by replacing static Average Handle Time (AHT) based calculations with a dynamically derived Predicted AHT model. The new approach incorporates historical queue observations, active agent availability, queue position, and actual throughput patterns to generate more accurate wait time predictions for digital chat interactions.

This enhancement addresses a key limitation in the previous EWT model, which assumed that agents handle only one interaction at a time. In chat environments, agents frequently manage multiple conversations concurrently, causing traditional AHT-based calculations to overestimate agent workload and customer wait times.

The enhancement improves EWT accuracy by generating multiple adjusted AHT samples from historical queue observations and using a stable predicted value derived from those samples. The updated calculation considers real-time queue conditions, active agent counts, and observed queue throughput, making estimated wait times more representative of actual customer experiences in concurrent chat handling scenarios.

Supervisors, workforce managers, operations teams, and customer service administrators can use this enhancement to gain more reliable wait time estimates for chat queues. Customers benefit from receiving expectations that more closely align with actual wait times, while service teams can make more informed staffing and queue management decisions.

Use this enhancement when monitoring chat queue performance, managing digital support operations, forecasting customer wait times, or analysing agent workload distribution. The improved EWT model is particularly valuable in environments where agents handle multiple chat conversations simultaneously and accurate queue visibility is critical for customer experience management. For further details, see Estimated wait time in Skill based routing.

Voice AI (Text-to-Speech (TTS) and Speech-to-Text (STT))

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

Improve Speech Recognition Accuracy with Noise Suppression

Voice AI now supports Noise Suppression in both Speech-to-Text (STT) Configurations and Speech Engine Configurations. This enhancement helps improve transcription quality by reducing background noise from incoming audio before it is processed by speech recognition services.

What's New

Administrators can now enable Noise Suppression and configure how audio is cleaned before transcription.

The feature includes:

• Multiple noise suppression models
• Configurable suppression thresholds
• Support across Speech-to-Text and Speech Engine deployments
• Improved speech recognition quality in noisy environments

Available Noise Suppression Model

You can select the In House Sprinklr Noise Suppression Model.

Configure Noise Suppression Thresholds

The suppression threshold determines how aggressively background noise is removed from incoming audio.

• Lower thresholds preserve more audio detail and softer speech but may allow additional background noise to be transcribed.
• Higher thresholds remove more background noise but may also suppress quieter speech segments.

For further details, see Create and Manage Speech Engine Configuration and Configuring Voice AI STT (Speech To Text).

Configure a Single Speech-to-Text Deployment for Multiple Languages

You can now enable Multilingual Speech-to-Text (STT) within a single STT deployment. This enhancement helps organizations support conversations where speakers switch between multiple languages during the same interaction, eliminating the need to create separate STT configurations for each language.

When multilingual mode is enabled, you can define a primary language and add additional supported languages to the same STT configuration. You can also associate a dedicated keyword boosting list with each configured language to improve transcription accuracy for language-specific terms and phrases.

For example, contact centers operating in multilingual markets can use a single deployment to support conversations that seamlessly switch between English and Hindi, while maintaining separate keyword boosting
lists for each language.

Benefits

• Support multilingual conversations using a single STT deployment.
• Configure primary and secondary languages within the same transcription setup.
• Assign language-specific keyword boosting lists to improve speech recognition accuracy.
• Automatically use the detected language during transcription processing where supported by the provider.
• Preserve existing single-language configurations without requiring any changes.

For further details, see Configuring Voice AI STT (Speech To Text).

Transcription model for Sprinklr In-house Speech-to-Text (STT)

You can now choose the transcription model used with the Sprinklr In-house STT provider directly from the configuration page. Previously, the in-house provider relied on a predefined model. With this enhancement,
supported transcription models are available through a configurable dropdown.

The model list is dynamically populated from registered transcription models, ensuring that newly supported models can be made available without product updates. The selected model is saved with the STT configuration and is retained when you edit an existing configuration.

Currently, the following Sprinklr In-house transcription models are available:

• Sprinklr AI Whisper
• wav2vec2
• Whisper

For further details, see Configuring Voice AI STT (Speech To Text).

Create Speech-to-Speech Deployments Using Sprinklr Speech Engine

You can now create Speech-to-Speech deployments using Sprinklr Speech Engine orchestration. This enhancement allows you to combine existing Speech-to-Text (STT) and Text-to-Speech (TTS) deployments into a
reusable Speech Engine configuration that can be used across Voice AI applications.

When configuring a Speech Engine deployment, administrators can select previously created STT and TTS deployments for the required languages and define conversational behavior settings such as response timeouts, turn-taking preferences, interruption handling, and filler responses. This approach simplifies deployment management while helping maintain consistent voice experiences across applications.

After the configuration is saved, the Speech Engine deployment becomes available for use in Voice AI agent configurations.

​

Benefits

• Reuse existing STT and TTS deployments when creating Speech-to-Speech experiences.
• Centralize conversational behavior settings in a single Speech Engine configuration.
• Configure response timing, turn-taking behavior, interruption handling, and filler responses for Voice AI interactions.
• Create reusable Speech Engine deployments that can be associated with Voice AI agents.

​

Availability

This experience is available when Orchestration is set to Sprinklr Speech Engine and GenAI Configuration is set to Sprinklr In-House during Speech-to-Speech deployment creation.

For further details, see Configuring Voice AI STT (Speech To Text).

Voice IVR

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

Dynamically Change Speech Profiles During Live IVR Conversations

This release enhances IVR functionality by enabling speech profiles to be changed dynamically during an active IVR conversation. Administrators can configure IVR flows to switch speech configurations at runtime, allowing subsequent interactions within the same conversation to use a different speech profile without requiring separate IVR implementations. If a valid speech profile is not provided, the IVR automatically continues using the default speech profile configured in the IVR settings.

This enhancement is designed to provide greater flexibility when managing voice experiences. Organisations often need to adjust speech characteristics during different stages of a customer interaction, such as supporting multiple languages, voice styles, or speech recognition configurations. By enabling dynamic profile selection within a single IVR flow, teams can simplify IVR design, reduce maintenance overhead, and create more personalised customer experiences.

IVR administrators, contact centre managers, and solution designers benefit from this capability by gaining more control over how speech configurations are applied throughout a conversation. Customers benefit through more adaptive and contextually relevant voice experiences without interruptions or transfers between separate IVR journeys.

Use this capability when different stages of an IVR interaction require different speech configurations. For example, organisations can tailor speech settings based on customer context, language preferences, or workflow requirements while keeping the interaction within a single IVR flow. If an invalid or unavailable speech profile is referenced, the system automatically falls back to the speech profile configured in the IVR settings, ensuring uninterrupted operation. For further details, see Add Speech Profiles.

Extend Duplicate Callback Validation to ACW-Sourced Callbacks in Schedule Callback Service

This release enhances callback scheduling validation by extending duplicate-callback detection across additional callback creation sources. The platform now validates pending callbacks created through After Call Work (ACW), Guided Workflows, APIs, IVR, and Bot flows before scheduling a new callback. When an active or pending callback already exists for the same customer interaction, the user can check if a callback already exists and take decision accordingly.

This enhancement is designed to prevent overlapping callback attempts and improve callback management consistency across the platform. Previously, duplicate-callback validation applied only to callbacks created through IVR, Journey, and Bot sources, allowing ACW, Guided Workflow, and API-generated callbacks to bypass duplicate checks. As a result, customers could receive multiple callbacks for the same issue, and agents could be assigned redundant outbound work. The updated validation logic helps reduce operational inefficiencies, minimise customer frustration, and improve callback governance.

Contact centre supervisors, administrators, and agents benefit from this update through improved visibility and control over callback scheduling. Supervisors can be confident that agents are not assigned duplicate callback workloads, while agents receive clear feedback when a callback request is blocked because a pending callback already exists. Administrators also benefit from enhanced auditability through validation and logging of duplicate-callback rejection events.

This capability is particularly valuable in environments where callbacks can be scheduled from multiple touchpoints, such as IVR journeys, automated bots, guided workflows, APIs, or agent-driven After Call Work activities.

For example, if a customer already has a pending callback scheduled through one source, any subsequent attempt to schedule another callback for the same interaction will be prevented, reducing the risk of duplicate outreach. The validation also applies to callback retry chains to prevent the creation of parallel callback sequences.

The update further strengthens operational auditing by ensuring duplicate-callback rejection events can be logged and tracked, helping organisations investigate scheduling decisions and maintain consistent callback management practices across customer engagement channels.

Support Multiple TTS Voices in Gather Customer Language Node

This release enhances the IVR Gather Customer Language node by enabling language-specific prompts to be configured and played using the appropriate Text-to-Speech (TTS) voice for each language. Administrators can now define language-selection prompts separately for each configured language, and the IVR will render each prompt using the corresponding voice settings rather than applying a single default voice across all languages. The IVR builder interface has also been updated to reflect this language-wise separation, making multilingual prompt configuration easier to manage and review.

This enhancement addresses challenges in multilingual IVR experiences where prompts in multiple languages were previously combined and played using a single default TTS voice. As a result, phrases spoken in languages that did not match the selected voice could be mispronounced, difficult to understand, and confusing for callers. By ensuring that each language is spoken using an appropriate voice profile, organisations can improve caller comprehension, reduce incorrect language selections, and create more natural voice experiences.

IVR designers, implementation consultants, and contact centre administrators benefit from a more intuitive configuration experience with clearer separation of language-specific prompts. Callers benefit from hearing prompts pronounced correctly in their preferred language, improving accessibility and reducing friction during the language selection process.

This capability is particularly useful for multilingual contact centres that serve customers across different regions and languages. For example, when an IVR presents options in English, Spanish, and French, each prompt can now be voiced using the corresponding language-specific TTS configuration, helping callers easily identify and select their preferred language without confusion.

The updated experience also simplifies administration by allowing prompts for individual languages to be managed separately within the Gather Customer Language node, reducing configuration complexity and minimising implementation errors in multilingual IVR deployments. For further details, see How to Gather Language from Customer.

Add a Dedicated Timeout Path for API and VXML Nodes

This release enhances IVR flow design by introducing dedicated timeout paths for both API and VXML nodes. Administrators and implementation teams can now handle timeout events separately from standard failure scenarios, enabling more precise routing and error-handling logic. API nodes now support a distinct timeout output path, while VXML nodes support three separate outcomes: Success, Failure, and Timeout. Existing node behaviour and configurations remain unchanged, ensuring backward compatibility with current IVR implementations.

This enhancement addresses a limitation where timeout events were previously grouped with general failures, making it difficult to distinguish between backend service delays, user inactivity, and actual execution errors. By separating timeout handling from other failure conditions, organisations can implement targeted actions such as retries, fallback services, prompt replays, escalations, or alternative routing paths, resulting in more resilient and predictable IVR experiences.

Implementation consultants, IVR designers, and contact centre administrators benefit from greater flexibility when building and maintaining IVR workflows. Callers benefit from improved call experiences because delayed backend responses or missed inputs can now be handled more effectively, reducing the likelihood of abandoned calls, unnecessary failures, or confusing interactions.

This capability is particularly valuable in scenarios where backend APIs may experience intermittent delays or where callers may not respond within the expected timeframe. For example, an API timeout can trigger a retry or alternate service path instead of being treated as a generic error, while a VXML timeout can redirect callers to a replay prompt, escalation flow, or alternate menu option. This helps organisations design more robust and customer-friendly IVR journeys.

The enhancement preserves existing functionality and configurations, allowing organisations to adopt the new timeout handling capabilities without impacting existing IVR flows. New timeout paths can be configured as needed while legacy implementations continue to function as before. For further details, see Configure VXML Node in IVR and Configure API Node in Sprinklr IVR.

Add Dynamic Input Support for Time Duration Field in Hold Action Node

This release enhances the IVR Hold Action node by introducing support for dynamic time duration values. Administrators and IVR designers can now configure the hold duration using variables, allowing the time a caller is placed on hold to be determined dynamically during runtime instead of being limited to a static value. The enhancement also includes a fallback mechanism that automatically uses a predefined value if the variable cannot be resolved or an error occurs.

This enhancement is designed to provide greater flexibility when building IVR experiences. Previously, hold durations could only be configured using fixed values, limiting the ability to adapt hold times based on customer context, business logic, or real-time workflow conditions. By supporting dynamic inputs, organisations can create more responsive and tailored customer journeys while reducing the need for multiple flow variations.

IVR designers, implementation consultants, and contact centre administrators benefit from this update by gaining more control over hold behaviour within IVR workflows. The built-in fallback logic also helps ensure service continuity by preventing flow disruptions when a dynamic value is unavailable or invalid.

This capability is particularly useful in scenarios where hold durations need to vary based on customer attributes, queue conditions, routing outcomes, or other runtime variables. For example, an organisation can dynamically adjust hold times for different caller segments or business processes while maintaining a consistent IVR configuration. If the dynamic value cannot be determined, the configured fallback duration is applied automatically to ensure the interaction continues without interruption.

WhatsApp Calling Enhancements

This release introduces a set of enhancements to the WhatsApp Calling experience, focusing on completing and refining the feature set introduced in previous releases. The update includes usability improvements, support for outbound calling from customer profiles, enhanced identification and visibility within the user interface, reporting enhancements, and multiple stability and quality improvements. These changes help deliver a more complete and streamlined WhatsApp Calling experience across day-to-day contact centre operations.

This enhancement is designed to address usability gaps and operational challenges identified during earlier releases. By enhancing reporting coverage, organisations can manage WhatsApp-based voice interactions more efficiently while gaining better visibility into performance and usage trends. The inclusion of multiple bug fixes further improves platform reliability and reduces operational friction.

Contact centre administrators, supervisors, agents, and operational teams benefit from this update. Agents can manage WhatsApp calling interactions more effectively through an improved user experience and outbound calling capabilities, while supervisors and administrators gain better reporting visibility and operational insights to support monitoring and decision-making.

This capability is particularly valuable for organisations using WhatsApp Calling as part of their customer engagement strategy. Teams can more effectively identify, manage, initiate, and analyse WhatsApp calling interactions, improving both customer experience and operational efficiency. Enhanced reporting also helps organisations track adoption, monitor performance, and evaluate interaction outcomes more effectively.

The release also includes a collection of quality improvements and bug fixes across the WhatsApp Calling experience, helping ensure greater consistency, stability, and usability for users working with WhatsApp-based voice interactions. For further details, see Voice Queue Performance Report and Voice Agent Performance Report.

Workforce Management

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

Aligned Filtering Options in Master Schedule and Schedule Scenario

You can now filter the Master Schedule by Work Type, Skills, Shift Time, and Indirect Manager, and apply a consistent set of filters across both the Master Schedule and Schedule Scenario.

This update helps you analyze schedules more efficiently by reducing the manual effort required to locate agents associated with specific work types or attributes. It also gives you a consistent filtering experience across both modules, so you can navigate between them without adjusting to different filter sets.

Improved Schedule Audit Log Window Sizing After Agent Search

You can now view the Schedule Audit log in a full-height window when you open it after searching for a single agent while viewing the Master Schedule and Schedule Scenarios. The window uses the available screen space and displays a scrollbar only when the audit content exceeds the visible area.

This update helps you review audit entries more efficiently by reducing unnecessary scrolling when all content fits within the available screen. It gives you a clearer, uninterrupted view of schedule changes without additional navigation.

Clear Visual Indicator for Selected Shifts in Multi-Day View

You can now clearly identify selected Shifts in the Multi-Day View through a distinct visual indicator that remains visible throughout bulk action workflows, including Cut, Copy and Paste, Edit Schedule, Remove Agents, Move Agents, and Swap.

The multi-day view in Schedule Scenario allows you to view and manage agent schedules across multiple days, including performing bulk actions such as editing, moving, swapping, or removing shifts.

Overtime Activity Assignment from the Schedule Scenario Landing Page

You can now assign Overtime Activities directly from the Add Activity section while viewing Schedule Scenario in Intraday View. You can drag and drop an Overtime Activity onto an agent's schedule before or after their scheduled shift.

Overtime Activities are a specific activity type assigned outside an agent's standard shift hours to track and manage additional working time.

This update helps you manage overtime more efficiently by allowing you to assign and track overtime directly from the Schedule Scenario without navigating to separate workflows. Policy violations are surfaced through schedule alerts, giving you greater visibility into overtime limits.

Version Control Options When Publishing Schedule Scenarios

You can now choose whether to update the current published version or create a new version when publishing a Schedule Scenario. You can also queue additional publishes while one is in progress, without leaving the Schedule Scenario page.

This update helps you manage Schedule Scenario versions more efficiently by reducing unnecessary version accumulation for frequently updated scenarios. It also allows you to continue editing and publishing without waiting for an in-progress publish to complete.

Login Details and Partial Adherence Exceptions in the Adherence Rectify Pane

You can now view login and logout details in the Adherence Rectify pane, split adherence blocks to apply partial exceptions, and access the User Status Log and Exception Audit Log directly from the Adherence Timeline in Master Schedule.

The Adherence Rectify pane in the Master Schedule allows Workforce Managers to review and update agents’ adherence statuses directly from the Adherence Timeline. Adherence records are grouped by status — Adherent, Non-Adherent, and Neutral — and can be updated based on real-world activity data.

This update helps you make more informed adherence decisions by surfacing login and logout data directly in the Adherence Rectify pane, reducing the need to navigate between screens. It also improves adherence accuracy by allowing you to apply exceptions at the interval level rather than marking entire blocks.

Shift Trade Indicators and Day Off Display Updates in Sprinklr Mobile Application

In the Sprinklr Mobile Application, you can now identify Shifts raised for trade through a translucent appearance and a trade icon in the schedule view, view login and logout events in the Adherence Timeline, and see cleaner Day Off cards without time duration or grey dot indicators.

These updates help you quickly identify shifts in the trade workflow without reviewing each shift individually, and reduce visual clutter on Day Off cards for a cleaner schedule view. Login and logout visibility on mobile also brings the adherence timeline experience in line with the web platform.

Thank you for using Sprinklr Service. The 26.10 release brings significant enhancements and new features designed to make your experience even better. Please contact us at tickets@sprinklr.com for any questions or assistance.