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

After Call Work (ACW)

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

Case Summary Access

The Case Summary feature can be controlled through AI+ Studio Feature Management, where administrators can configure which users or user groups have access to the feature.

If the feature is not shared with a user, the “Feature Not Available” message is displayed when the user runs a Guided Workflow (GP) or After Call Work (ACW).

Agent Assist - Smart Comprehend

The following feature is being introduced in Sprinklr Service’s Agent Assit - Smart Comprehend module:

AI Agent Assist | Smart Comprehend | Language Support Expansion

Smart Comprehend now supports additional languages to improve multilingual coverage and global usability. The feature has been extended to include Lithuanian, Estonian, Norwegian, and Finnish.

For more information, see FAQs in Smart Comprehend.

Agent Copilot

The following feature is being introduced in Sprinklr Service’s Agent Copilot module:

Proactive Answer Generation and Escalation Support

You can now use dialogue trees in proactive tasks to generate faster answers with lower latency. You can select proactive or reactive behavior when creating a task and include steps such as Smart FAQ lookup, property updates, decisions, and workflow actions. The system saves a response only when a valid answer is produced for proactive tasks.

Proactive answer generation uses the dialogue tree to call the right tools directly, which reduces delays caused by multi-step processing. It helps you deliver timely automated responses during a conversation.

This update allows you to design faster proactive experiences, reduce cost for frequent message checks, and improve how escalations and automated answers appear during customer interactions.

Call Control

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

Promote Secondary Agent to Primary When the Primary Agent Leaves or Ends the Call

Sprinklr has updated call controls to support a consistent experience when multiple agents are on a call. When an agent uses Add to Call, the added participant becomes a Secondary Agent with
limited permissions.

Previously, if the Primary Agent clicked End Call, the call was disconnected for all participants, even when the intention was only to leave the call.

What’s New

• When the Primary Agent selects Leave Call, a Secondary Agent is automatically promoted to Primary Agent.

• When the Primary Agent clicks End Call, they now see an option to Leave Call, allowing them to exit without ending the call for everyone.

• Once promoted, the Secondary Agent receives all Primary Agent permissions, including adding participants, initiating transfers, and performing other call actions.

This update prevents unexpected call disconnections and enables the Secondary Agent to continue the call smoothly.

Transferred Reasons Dimension in Voice Transfer Report

The Voice Transfer report now include a new column Transferred Reasons which captures the reason entered by agents when transferring calls to a queue through Guided Path workflows.

This enhancement enables supervisors and administrators to better understand why transfers are initiated and identify potential process improvements.

The selected value is displayed in the Voice Transfer report under the new Transferred Reason column, enabling supervisors to better analyze call transfer patterns.

The Transfer Reason field must be configured in the Guided Workflow Transition Screen to capture the reason for a call transfer. Agents can select or enter the appropriate reason while performing the transfer through the workflow.

For more information, refer to the Voice Transfer Report article.

Care Console

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

Introducing Personal Canned Responses

Care Console Persona app now supports Personal Canned Responses. Agents can create and manage their own predefined replies, which remain private and reusable directly within Care Console. The creation form is simplified, showing only essential fields, making it easy to create and edit responses without confusion.

This enhancement gives agents ownership and flexibility to create their own canned responses without relying on administrators. The simplified form reduces complexity, helping agents respond quickly and efficiently while keeping replies personalized.

For more information, see Personal Canned Responses for Care Console.

Direct Media Upload for Email Attachments

Agents can now upload attachments directly from their local system while composing email replies in Care Console. A new Upload Media button in the email editor opens the native file selection dialog, allowing agents to select and upload multiple files of different media types in one step, instead of going through the Digital Asset Manager (DAM).

This enhancement simplifies the attachment process and gives agents flexibility to add multiple files more quickly, making email responses faster and more efficient.

For more information, see Direct Media Upload for Email Attachments.

Configure Default Dashboard and Case Stream

Administrators can now set a default dashboard and case stream in the Persona App Manager. When users open the Persona App, the configured dashboard and stream are automatically displayed.

Defining a default view ensures that agents are taken straight to the correct dashboard and case stream. This removes the need to manually choose from multiple dashboards, allowing them to begin their workflows in the right place every time.

For more information, see the Default Dashboard and Stream setting under the Case Stream section.

Improved Visual Notifications for New Cases and Messages

Visual indicators for new case assignments and incoming messages have been enhanced to improve visibility and help agents identify updates more easily.

• New Case Assignments: When a case is assigned, the case entry briefly blinks and displays a notification indicator. The indicator remains visible until the agent opens the case. If additional messages arrive before the case is opened, the indicator updates to show the number of unread messages.

• Messages in Existing Cases: For cases already assigned, unread message counters are displayed, making it easy for agents to spot pending updates.

These enhancements ensure agents can quickly recognize newly assigned work and incoming messages, reducing the chance of missing important updates.

Real‑Time Placeholder Resolution in Forwarded Emails

Placeholder values in canned responses now resolve automatically when used in the Forward Email popup. With this enhancement, placeholders are also resolved in forwarded emails, ensuring consistent behavior across email communications.

Macro Confirmation Support for Case Control Buttons

Macros configured with the Ask for user confirmation before applying this macro setting now display a confirmation prompt when triggered from Case Control buttons.

This enhancement ensures consistent confirmation across macro execution points, helping prevent accidental macro application and giving agents greater control when applying macros.

Community

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

Enhanced Moderation Controls to Reduce Spam

We’ve introduced several updates to strengthen moderation capabilities and reduce spam across Community experiences. These enhancements improve visibility, control, and accuracy for administrators and moderators.

Keyword List Redirection

A Keyword List button has been added to the moderation page. When clicked, it opens the keyword list directly in the Sprinklr platform, allowing administrators and moderators to quickly access, review, and manage banned or restricted keywords.

Post Rate Limits

A new configurable rate‑limiting option is now available in the Community Builder. Administrators can set limits on actions such as message creation, media uploads, and other community activities. Rate limits can be applied at the Community, Profile, or Individual user level to better control high‑frequency posting behavior.

Highlighting Offensive Words

When a user attempts to publish or send content that contains banned keywords (retrieved from the Sprinklr keyword list), the system now blocks the action and displays an error message that highlights the offensive words in yellow. This makes it easier for users to identify and correct problematic content.

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Localized Badge and Rank Names

You can now see your Badge and Rank names in the language that matches the locale you select. This update allows administrators to add and update these names for different locales directly from the builder.

Badges and Ranks are achievement indicators that reflect user progress. Localized names help users view these achievements in their preferred language.

This enhancement helps you offer a more personalized experience and ensures that achievement names remain consistent across languages. It also enables admins to manage multilingual content more efficiently.

Conversational Analytics

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

Export Contact Driver Model Versions

You can now export any version of a Contact Driver model directly from the model view. You can trigger the export from the model card or from the model version list, and the system notifies you when the file is ready to download.

This update helps you manage models without manual requests, improves team collaboration, and gives you easier access to the full history of your taxonomy versions.

Voice Tonality for Sentiment and CSAT

You can now view more accurate Sentiment and CSAT signals for voice calls because the system uses the tone of the customer and agent along with the transcript. This update helps you understand emotion and satisfaction more precisely in voice conversations and reduces the need to rely only on text transcripts.

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Context Aware Filter Lookups for Conversational Analytics

You can now see only valid and relevant filter options when you apply filters in Conversational Analytics. The filter drop downs automatically update based on your earlier selections across Contact Driver Models, Contact Driver Groups, Contact Drivers, Topic Types, and Topic Names.

Filter lookups are the lists of values you use to narrow down reports and insights. They now adjust in real time so that each selection shows matching and accurate options.

This update helps you avoid invalid combinations, reduces guesswork, and improves the accuracy of your reports and workflows across analytics, Insights Hub, and All Cases tab.

Analyze Contact Drivers and Topics by Agents

You can now identify the agent(s) to whom the issue/query was reported and which agent(s) answered the issue/query directly within the Contact Drivers and Topics views. You can see a detailed breakdown in the Case Analytics view where each contact driver is tagged with whether it was reported, answered, or both. You can also move to the Agents view to understand how each agent handled different issues during a conversation.

This update helps you review process gaps, compare agent performance, and identify areas that lead to customer dissatisfaction. It also improves your reporting because you can now track reported and answered contact drivers and topics at different levels across your performance dashboards.

Insights Hub in Mobile and Tablet Application

You can now explore Insights Hub in the mobile and tablet app with full drill-down support from Insight Cards. You can tap a card to open its details, review an overview with visuals, explore root causes and top contributors, switch to a reporting view for deeper context, and add or read comments.

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This update helps you analyze, discuss, and act on insights directly from your mobile or tablet. It allows analysts and managers to stay productive and informed without switching to a desktop.

Contact Driver Support for Additional Languages

You can now view Contact Driver results for conversations in Bokmal, Slovenian, Amharic, Swiss German, Swiss French, Hinglish, Nepali, Sinhalese, Marathi, and Assamese. These insights appear automatically wherever Contact Drivers are displayed.

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This update helps you analyze customer issues from more regions and reduces the need for manual review across multilingual conversations.

Insights Hub Support for Additional Languages

You can now view Insights Hub results for conversations in Portuguese, Hinglish (Romanized), Korean, Russian, Dutch, and Mandarin. Insights appear in English and are generated automatically across all supported insight types.

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This update helps you review conversations from more regions and reduces the effort needed to interpret multilingual data.

Contextual CSAT and Sentiment for Additional Languages

You can now view Contextual CSAT and Sentiment for conversations in Korean, Russian, Danish, Catalan, Swiss German, and Swiss French. These signals appear automatically wherever CSAT and Sentiment are shown.

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This update helps you analyze conversations from more regions and reduces the need for manual interpretation across multilingual cases.

Gamification

The following feature is being introduced in Sprinklr Service's Gamification module:

Drive Engagement and Performance with Sprinklr Gamification

Sprinklr now supports a Gamification module designed to drive engagement through goals, points, leaderboards, and real‑time performance insights. Administrators can configure games, manage persona access, and add widgets such as Scorecards and Leaderboards. This release enables greater transparency, motivation, and a more interactive workflow experience across the Sprinklr Console.

Guided Workflows

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

Support for Multiple Guided Workflow Runners in Persona App

A Persona can now be configured with multiple Guided Workflow Runners. Users mapped to the Persona can view and launch all associated workflows, enabling greater flexibility and improved productivity with no impact to existing configurations. 

For more details, see Guided Workflow Runner.

Ability to Retain Workflow State While Switching Tabs in Persona 

Guided Workflows embedded within Personas can now retain inprogress state when users switch between tabs. With the new Retain State on Switching Tabs setting enabled, workflow inputs persist within the same session until the workflow is submitted or explicitly reset. This enhancement prevents data loss, reduces rework, and improves efficiency during live interactions. 

Support for MiniMap View in Guided Workflow Builder 

The Guided Workflow Builder now includes a MiniMap for quicker canvas navigation. The MiniMap provides an overview of the entire workflow, highlights the current viewport, and allows users to jump to different sections easily. This enhancement improves usability and productivity when working with large or complex workflows and aligns the experience with other builders on the platform. 

For more information, see Mini-map views.

Improved Error Messages with Visible Field Labels 

Error messages in Guided Workflows now reference the visible field labels instead of technical identifiers. This update improves clarity, accessibility, and user understanding when validation errors occur. 

Enhanced View of Inline Expansion for Embedded Workflows and Disconnected Paths 

Guided Workflow reports now support inline expansion for Embed Guided Workflow and Call Another Guided Workflow nodes, allowing users to expand/collapse target workflows within the parent report without navigating away. Counts/percentages shown within expanded sections apply only to the expanded flow. 

Additionally, the report includes a new design for disconnected paths to improve clarity when reviewing nonconnected branches. 

Addition of Help Text and Validation in Priority Rank Field for Set Priority Rank, Confirmed Appointment, Reschedule Callback, and Schedule Callback Nodes 

The Set Priority Rank,  Confirmed Appointment, Reschedule Callback, and Schedule Callback nodes now include clear help text and improved validation when Dynamic Input Type is selected for Priority Rank field. The static value is retained as a fallback only if the dynamic variable fails at runtime, hence reducing chances of failure and configuration confusion. 

For more information, see Guided Workflow Canvas

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Guided Workflow | Support for Conditional Cell Background Color in Dynamic Table 

Dynamic Tables now support conditional background coloring for individual cells based on runtime data conditions. Admins can define rules to apply colors to specific columns using text, number, date, and emptystate operators. Conditional styling improves data visibility and enables  quick identification of critical values. 

For more information, see Dynamic Table.

AIGenerated Guided Workflow Summaries 

Guided Workflows now support AIgenerated summaries using AI+. Admins can generate a concise workflow summary from the 3dot menu or canvas and apply it directly to the Description field. This improves documentation consistency, discoverability, and onboarding efficiency while remaining fully governed through centralized AI controls.

 For more information, see Guided Workflow Canvas

Support for Text Wrapping in Dynamic Table Cells 

Dynamic Tables now support text wrapping within cells. With the new Enable wrapping of cell text toggle, long content automatically wraps and adjusts row height to display complete data without truncation. This improves readability and ensures complete data visibility across all Dynamic Table data sources. 

For more information, see Dynamic Table.

Ability to Retain Scroll Position in Report View When Switching Tabs 

The Guided Workflow Report section now retains its scroll position when users switch between tabs within Sprinklr. This ensures a consistent experience with the Guided Workflow Builder and allows users to resume report analysis from where they left off without losing context. 

For more details, see Guided Workflow Capabilities.

Support to Update API Names Automatically Across Nodes 

Guided Workflows now support automatic updates of API names across all referenced nodes when a screen or component API name is modified. Users receive a confirmation prompt showing impacted references and can choose to update all occurrences, proceed without updates, or cancel the change. This reduces manual effort and prevents workflow breakages, with control available via a global setting. 

Updated Messaging When Case Summary Feature Is Disabled via AI+ Studio Feature Management 

When the Case Summary feature is turned off or not shared with a user via AI+ Studio Feature Management, the behavior has been updated to show a clear informational message instead of an error. This message now indicates that the feature is intentionally disabled for the user, avoiding confusion with system or API failures and improving clarity around access control. 

For more information, see Guided Workflow Screen Components - Sprinklr AI + Field

Knowledge Base

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

Additional Bulk Actions for Articles and Content Blocks

You can now apply more bulk actions when managing articles and Content Blocks. This update allows you to multi‑select items and perform actions such as mapping or unmapping categories, archiving or restoring, approving, translating, updating authors, and setting expiry dates.

The following actions have been added to bulk updates:

1. Map/Unmap Article to Other Categories

2. Archive Articles

3. Set Archive Date

4. Approve

5. Translate

6. Update Author.

This enhancement helps you work more efficiently, reduce manual effort, and maintain better control when managing large sets of content.

Automatic Archiving of Articles

You can now set an Archive Date on articles and Content Blocks, so they automatically move to the Archived status when the date is reached. This enhancement helps you reduce manual follow‑ups, keep content fresh, and make it easier to distinguish between unpublished drafts and archived items.

Temporary Sort Behavior for Search Results

You can now sort articles after running a search without changing your default sort preference. This update allows you to apply sorting temporarily during a search session while keeping "Relevance" as the default for all new searches.

Session-based sorting means that any sort you apply after searching, such as by "Created Time", "Modified Time", or "Title", remains active only while you stay on the search screen. Once you start a new search or leave the page, the system automatically resets sorting by relevance so future results stay accurate.

This enhancement helps you avoid unexpected search behavior, reduces manual resets, and makes it easier to review results without affecting your preferred default view.

Improved Access for Shared Article Links from Persona Apps

You can now open shared article links from Persona Apps even if you don’t have access to the Persona App itself. This update allows recipients to view shared content, such as articles or their Third Pane details, as long as they have permission to the underlying article.

When a shared link comes from a Persona App, the system now guides you to the correct URL, so the content opens normally. If the link points to a Third Pane resource, you will see the overlay, even when the Persona App view is restricted.

Keyword Suggestions in Smart Assist

The system now shows keyword suggestions in the Smart Assist search dropdown on the Knowledge Base tab in Care Console. This update displays up to three suggested keywords as soon as you start typing and is also available in the Knowledge Base widget variants.

Keyword suggestions help you refine your search quickly by showing likely matches and the top three related articles beneath them. When you select a suggested keyword, Smart Assist shows a filtered list of articles based on that keyword.

Live Chat

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

Stop Button in GenAI Chat Composer

The GenAI Chat composer now supports a Stop button when the LLM is streaming a response to the end user. Clicking the Stop button immediately terminates the ongoing stream, preserves the partial output that has already been generated, and reverts the composer to a normal or regenerate state.

This enhancement gives users greater control over how responses are delivered, allowing them to interrupt long or irrelevant outputs without losing what has already been generated.

For more information, see ​Stop Button in GenAI Chat Composer.

Copy Button for Auto-Generated Messages

Live Chat allows users to copy auto generated or AI message directly from the conversation interface. This capability helps users quickly reuse information without manually selecting and highlighting text. The feature supports copying of automated conversational responses, including AI-generated and system-generated messages.

For more information, see ​Copy Button for Auto-Generated Messages.

Dynamic Loading Messages with Typing Indicator

Live Chat supports displaying a dynamic loading message such as “Generating response…” alongside the typing indicator (“…” animation). This provides users with contextual information about system activity, helping them understand that a response is in progress and reducing uncertainty while they wait.

For more information, see ​Dynamic Loading Messages with Typing Indicator.

Accept Video Calls Without Microphone Permission

Live Chat Video Call can be configured to allow users to join a video call without requiring microphone access. By removing the dependency on mandatory microphone permissions, Live Chat ensures inclusive and accessible communication for all users.

This capability is especially valuable for individuals who rely on sign language, use devices without microphone hardware, or prefer not to share audio for privacy reasons. Users can still participate fully in video‑only mode, keeping communication open and accessible.

For more information, see ​Setting Up Video Calling.

Terms & Conditions Modal to Capture User Consent

Live Chat can be configured to display a Terms & Conditions (T&C) modal. The visibility of this modal depends on the user’s authentication state. The modal includes expandable text, a disclaimer, and a confirmation action.

For more information, see Terms & Conditions Modal to Capture User Consent​.

Enhanced Live Chat Transcript Fields

Live Chat transcripts have been enhanced to provide richer context by supporting both sender fields and message‑level custom fields. The Sender field now supports displaying the agent’s email ID instead of their name, applying custom labels for anonymous users, showing authenticated user details, and defining custom labels for bots.

Additionally, message‑level custom fields can be included to capture specific context within individual messages, making transcripts more detailed and adaptable to business needs.

For more information, see ​​Supported Fields in Chat Transcripts.

Ability to Add Splash Screen

Live Chat supports configuring a splash screen that displays a brand logo or animation while the chat UI loads. The splash screen appears for the configured duration before the home or conversation screen is rendered, helping maintain brand consistency and creating a polished first impression.

For more information, see Add Splash Screen.

Support for New Conversation CTA in Card Asset

Card assets now include a Start New Conversation call‑to‑action (CTA), configurable from the Live Chat builder. This allows users to launch a fresh conversation directly from within an ongoing interaction. This enhancement enables a smoother user journey by allowing users to quickly start a fresh conversation when needed.

For more information, see the Button row in the Card Template — Field Descriptions.

Single Close (X) Button for Proactive Prompt and Live Chat

A single X button has been introduced to close both the Proactive Prompt and the Live Chat widget together.

Show Welcome Message on Proactive Prompt Interaction

A new option has been introduced in the Proactive Prompt Intercept builder to display the configured welcome message in the Live Chat builder when a user interacts with a prompt. When enabled, clicking on a proactive prompt will show the default welcome message instead of sending the prompt text as a user message.

Right Aligned Start New Chat Button

The Start New Chat button can be configured to appear right‑aligned on the Conversation History card. This adjustment ensures the button is consistently positioned at the end of the conversation list footer, making it easier for users to locate and initiate a new chat session.

For more information, see ​Start New Chat Button Alignment.​

Configurable Message Bubble Width

Message bubbles can be configured to expand up to 100% width. This option allows messages to span the full available space in the chat window, rather than being limited to a fixed or narrower width.

For more information, see ​​Configure Message Bubble Width.

Messaging

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

KakaoTalk Brand Message API: Support for New Templates

Sprinklr now supports the following templates for KakaoTalk Brand Message, enabling you to compose and deliver engaging customer communications through KakaoTalk:

• Button List

• Image, Text, and Button

• Text and Image

• Text

These templates support placeholders and custom fields for dynamic content. Values are automatically resolved when the message is created, eliminating the need for manual insertion and ensuring more personalized, efficient communication.

For more information, see KakaoTalk Brand Message Templates.

GIF Support for WhatsApp Marketing Messages API (MM API)

Marketing message templates using the WhatsApp MM API now support GIFs in the template header. With this update, brands can enrich their marketing messages with animated visuals, creating more engaging marketing experiences.

For more information, see MM API‑Specific Features.

Outbound Voice & Dialers

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

Default AMD Model Configuration for Consistent Campaign Behavior

This release introduces the ability to configure a default Answering Machine Detection (AMD) model at the settings level, ensuring consistent application of AMD logic across campaigns. When an AMD policy does not explicitly define a model, the system automatically applies the configured default, enabling teams to seamlessly standardize behavior while retaining flexibility to test and roll out new models in a controlled manner. The enhancement maintains backward compatibility by falling back to the system default when no custom model is set, improving overall model governance without disrupting existing campaign configurations. For further details, see Standardization of AMD.

Live Visibility of Adaptive Pacing Ratio in Campaign Monitoring

This release introduces real-time visibility of the Adaptive Pacing Ratio directly within the Campaign Monitoring screen for predictive dialer campaigns. Previously limited to backend reports, this critical metric is now surfaced live, enabling supervisors and campaign managers to better understand dialing behavior. By exposing the exact pacing value, updated in almost real time with two-decimal precision and matching backend data, operations teams can quickly detect anomalies, validate dialing aggressiveness, and respond proactively to spikes in call drops or underdialing. This enhancement eliminates guesswork in monitoring while maintaining system performance, providing greater transparency and control over predictive dialing operations. For further details, see ​Configuration of Predictive dialers

Suppression List Configuration Migration via Outbound Changesets

This release enables the migration of Suppression List configurations across environments using Outbound Changesets, ensuring consistency in setup without transferring sensitive data. When included in a changeset, all key configuration attributes, such as name, channel type, suppression criteria, retention period, time zone, and workspace mapping, are seamlessly migrated to the target environment. To maintain data security and environment integrity, actual suppression list entries like phone numbers or contacts are excluded from migration. This enhancement streamlines environment setup and promotes standardized configurations while safeguarding sensitive information. For further details, see Changeset Migration.

API Connector–Driven Segments for Near-Instant Lead Dialing

This release introduces a new segment type in Sprinklr Outbound, API Connector, Driven Segments, designed to enable near-instant dialing for API, ingested leads by eliminating post-ingestion filtering delays. Unlike traditional segments that require attribute-based filters and asynchronous refresh cycles, this segment type is directly bound to a single API connector, automatically adding ingested leads as segment members in real time with TTL serving as the only lifecycle control. This approach preserves existing ingestion validations while removing the typical 40–60 second latency caused by persistence and filter evaluation, resulting in faster campaign eligibility and dial attempts. Fully compatible with existing campaigns and dialers, this enhancement fills a critical product gap by introducing a governed, reusable, and consistent stream-backed segmentation model without compromising user experience or system integrity. For further details, see Steps to Create a Segment.

Allow Users to Put a Cap on Number of Attempts on a Lead made over last X Days

You can now configure Attempt Restrictions to control how many times a lead can be dialed within a configurable rolling time window. This feature allows you to define one or more rules by specifying the maximum number of attempts allowed over a defined number of days (minimum 8 days). All configured restrictions are evaluated together at the time of dialing, and if any limit is exceeded, further dialing attempts to that lead are blocked. This provides better control over outreach frequency and helps ensure responsible customer contact over longer periods. For further details, see To create a Campaign.

Consistent Lifetime Expiry Handling for Callbacks

This release introduces a standardized and predictable approach to callback expiry management by enforcing a lifetime validity period anchored strictly to the initial parent callback schedule. The Expiry Timeout is now immutable once calculated at the time of parent callback creation, ensuring consistent behavior across all callback flows. It is derived as the sum of the initial scheduled time and the configured expiry timeout, and will only be recalculated under specific conditions, when a supervisor manually reschedules the parent callback regardless of callback attempts within allowed limits. This enhancement eliminates inconsistencies in expiry behavior, providing greater control, clarity, and reliability in callback lifecycle management. For further details, see Setting the Voice Setting Screen.

​Consistent Wait Music Playback for Queue Callbacks

This release ensures a seamless customer experience during queue callbacks by enabling proper wait music playback when a customer answers but an agent is not immediately available. Previously, customers experienced silence in such scenarios; with this enhancement, wait music is now played based on a clearly defined preference hierarchy. For callbacks configured within a wait time Queue IVR, the system prioritizes IVR-specific wait music settings, followed by VoiceApp wait music, system-level configuration (DEFAULT_WAIT_MUSIC_URL → VOICE), and finally a universal fallback. For callbacks configured outside the wait time Queue IVR, the system follows a similar fallback sequence starting from VoiceApp wait music. This structured approach guarantees that customers consistently hear appropriate wait music instead of silence, improving engagement and perceived responsiveness while maintaining backward compatibility. For further details, see Wait Music Playback for Queue Callbacks.

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 Czech, Slovak and Macedonian 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 Czech, Slovak, and Macedonian 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 Czech and Slovak content before applying masking.

Quality Management

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

Absolute Scoring for Checklists

You can now choose how scores are calculated in your checklists with new options for scoring at the template, category, and item level. You can select the scoring method that best matches your evaluation needs without relying only on weighted scoring.

This update helps you create checklists that match different scoring approaches, improves clarity in how scores are shown, and gives you more control over how evaluations are calculated.

For detailed information, refer to Configure Manual Audit Checklists.

Introducing Category and Item Library

You can now manage all your categories and items in a single library that you can access from the All Settings page and Quality Management Persona Settings. You can create new categories, add items to them, and view or edit existing entries through a simple record manager. This update enables you to build checklists using existing template of categories and items instead of recreating them each time.

This update allows you to manage your checklist building blocks more easily, control access through permissions, and reuse shared categories and items without affecting existing checklists.

Refer to Checklist Library for more details.

Edit Coaching Notes for Completed Sessions

You can now edit coaching notes even after a session is completed. You can open any completed session and update the notes directly from the notes section.

Coaching notes are the written inputs that help you document guidance, track progress, and record key observations during coaching. These notes can now be updated anytime as long as you are the coach of the session.

This update allows you to keep coaching records accurate and up to date, and it reduces the need to recreate sessions when details change. For more details, refer to Coaching Functionalities.

AQM Rule Coverage Report

You can now track which interactions pass or fail your automated quality rules in a new AQM Rule Coverage report available in Service Analytics and Social Analytics. You can use this report to see when a rule ran, which interaction it evaluated, and how key interaction conditions such as message counts, call attributes, or channel type were treated at that time.

The AQM Rule Coverage report is a dedicated view that records each time an automated quality rule checks an interaction, along with the values of the conditions you use to select interactions. It shows whether each condition passed or failed and includes core details about the case, interaction, and checklist used for scoring.

This update helps you understand how many interactions are being evaluated, which ones are filtered out, and why. It enables you to fine tune your rule conditions, adjust your interaction selection strategy, and make more informed decisions about automated quality coverage.

Refer to AQM Rule Coverage Reporting for more details.

Multi Agent Scoring Support for Custom Field Conditions

You can now evaluate AI scoring conditions based on the custom field values that were present at the time an agent was assigned or unassigned. You can use these values when building rules so that scoring reflects the correct state of the case or message during multi agent interactions.

Historical custom field values are snapshots of a field at key points in the agent lifecycle. They show what the field contained at the moment an agent joined or left the interaction, rather than the current value.

This update helps you generate more accurate scoring outcomes, especially when custom field values change over time or when multiple agents handle the same case.

For more details, refer to Automated Checklist Rule Conditions and Actions.

Repeat Contact Conditions in Automated Checklists

You can now use a Repeat Contact condition in automated checklists to detect when a customer reaches out again for the same issue within a selected time window, either within the same case or across different cases. You can configure this in the checklist builder so that quality evaluations focus on how agents handle repeat contacts.

Repeat contacts are follow up interactions from the same customer about the same or similar issue within a defined number of hours. The condition checks recent interactions using shared contact reasons and key interaction details to decide if the repeat contact criteria are met.

This update helps you identify repeat contacts more accurately, evaluate whether agents acknowledge prior attempts and address the full history, and improve both coaching and process fixes that reduce repeated effort for your customers. For more details, refer to Repeat Contact Detection.

AI Scoring for Additional Languages

You can now view AI generated scores for conversations in Bokmal, Slovenian, Amharic, Swiss German, Swiss French, Hinglish, Nepali, Sinhalese, Marathi, and Assamese. These scores appear automatically wherever AI Scoring is supported.

AI Scoring evaluates conversation quality and key behaviors using AI models. It helps you understand performance signals without manual review. This update allows you to analyze more regional languages and supports consistent scoring across your multilingual conversations.

Reporting and Analytics

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

Enhancement to Accessibility Support 

This release enhances accessibility across the platform, improving usability for keyboard users, screen‑reader users. These updates focus on better layout reflow, clearer semantics, and more consistent interaction patterns. The changes are listed below:

• Improved 200% zoom and text enlargement support so content and controls reflow correctly without clipping, while maintaining the required 3:1 contrast ratio.

• Fixed data table accessibility by adding proper semantic HTML, enabling accurate interpretation by screen readers.

• Enhanced tooltip accessibility so tooltips appear on hover and keyboard focus, remain visible while focused, and support full keyboard navigation.

• Refined keyboard focus order by removing non‑functional elements, reducing unnecessary focus stops, and preventing screen readers from announcing non‑interactive content.

• Improved chart accessibility with correct toggle‑button semantics for legend items and full keyboard operability across all chart components, including arrow‑key support for the WorkQueue Slider.

Extend Color Coding Support for Custom Metrics in Counter and Counter Summary Widgets

We’ve added support for Custom Metric color‑coding in Counter and Counter Summary widgets, ensuring consistent visual cues across dashboards. The main numeric value in these widgets now changes color based on your defined thresholds, making KPI performance easier to interpret at a glance. Table widget behavior remains unchanged.

Fix/Optimisation for Case Processing SLA - Case Clock Opened by Assignee

In this release, we have fixed an issue where the “Case Clock Opened by Assignee” flag was sometimes set to False even when an agent was assigned, caused by the un‑assignment action executing milliseconds before the Case Clock Pause action. Because this flag is essential for accurate case processing time used in AHT calculations, we are implementing a long‑term solution that ensures consistent and reliable flag behavior without depending on rule‑action execution order. Refer to this article for more details.

Enhanced Alert Configuration

The following enhancements have been applied to the alerts configuration:

• Alerts now support additional metric aggregations, such as average and percentile, along with decimal thresholds for more precise monitoring, which can be customized within alert manager screen, taking default value from the widget via which alert is being configured.

• Alert can now support multiple metrics based condition which are evaluated together using the AND operator.

  Refer to this article for more details.

Persona Reporting| Retain order of widgets

In this release, the Persona Report has been enhanced to ensure that the order of widgets is retained for a more stable and predictable layout.

• Widgets placed in the same row now auto‑align with equal vertical sizing, ensuring a consistent layout even when their original widths differ.

• When no white space is available and the layout is fully occupied, widget order remains unchanged and each widget stays in its original position.

• When space is available, widget order adjusts automatically, widgets that cannot fit in the row move to the next row and expand to full width.

Improvement on User Experience on Widget Builder

We’ve improved the Widget Builder experience by ensuring it now remembers your most recent Metrics, Dimensions, and Custom Field selections while creating widgets. Instead of resetting to default values each time you build a new widget, the builder keeps your last chosen categories for the duration of your session. These preferences reset only when a new session begins, such as after logging in again or returning after a period of inactivity.

Service Analytics

Snapshot Filtering Added to Custom Measurements

You can now filter Snapshot vs. Current Value when creating Custom Measurements, just as you do at the widget level. Previously, Snapshot filtering was only available in widgets, which prevented you from building custom metrics using snapshot values. With this update, you can select Snapshot or Current directly in Custom Metrics, and the system applies the filter correctly, giving you consistent and flexible measurement options across widgets and custom metrics.

Addition of User Properties Report

A new User Properties Report is now available in Service Analytics, extending reporting capabilities previously available in Social Analytics.

Data Extracts

Data Extracts are now available in Service Analytics that help to provide structured, event‑level datasets with raw data from key platform areas such as voice, IVR, transactions, cases, and agent activity. They enable advanced analytics, customer journey analysis, and flexible integrations to uncover trends and actionable insights.

Sprinklr AI Agent

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

Conditionally Hide Performance Metrics on Homepage

AI Agent Builder now conditionally hides the Performance Metrics widget on the homepage when no Conversations or Cases are available for the AI Agent. This ensures that performance data is displayed only when relevant, resulting in a cleaner and more meaningful homepage experience.

For more information, see Create Sprinklr AI Agent Application

UI Enhancements in AI Agent Builder

The Sprinklr AI icon is now highlighted for the Discover and Evaluate sections in the left navigation. This visual enhancement makes AI‑powered capabilities easier to identify and improves the discoverability of key AI features within the interface.

For more information, see Discovery run in AI Agent and Knowledge Evaluations

Knowledge Content, Tasks, & Tools Enhancements

AI Agent Builder introduces enhancements across Knowledge Content, Tasks, and Tools to improve usability, flexibility, and integration capabilities. You can now ingest public website content directly into the RAG workflow to enrich Smart FAQ and AI Agent responses. Content Instructions support adding Custom Code directly from Additional Configuration for easier customization.

Task and tool configuration is simplified with the ability to create tools directly from the Task setup screen. Prompt fields now preserve formatting when pasting content, ensuring prompts retain their intended structure. The API Tool now supports SOAP‑based API calls for integrating with legacy systems, and the Tool Tag option has been removed to streamline tool management.

For more information, see Knowledge content, Configure Tools in AI Agent, and API Tool in AI Agent.

FAQ+ Enhancements

FAQ+ introduces multiple enhancements to strengthen evaluation, content ingestion, and response quality. You can now export Golden Test Set (GTS) reports to Excel for offline analysis, debugging, and sharing. GTS generation also supports a configurable Q&A count via DP, offering greater control over test data volume.

A new Consistency metric helps identify response variability across repeated LLM runs, ensuring more reliable outputs. Knowledge Evaluation usability is improved by showing View Instructions only after an evaluation is executed.

FAQ+ backend now supports returning images from Knowledge Base articles, while Smart Processing Indexing for Azure OpenAI enables indexing of tables and images for richer knowledge ingestion. Additionally, LLM provider and model configuration for Smart FAQ is now available directly in AI Agent Builder, allowing teams to manage indexing and inference settings independently without additional backend support.

For more information, see Smart Processing of Images and Tables in AI Agent

Task Evaluation Enhancements

AI Agent Studio now includes enhanced Task Evaluation and Self‑Learning capabilities to help teams assess, optimize, and continuously improve AI agent workflows using real customer interaction data. Users can evaluate workflows and tasks, view success rates and detailed test logs, and apply AI‑recommended prompts and configuration changes directly.

Task Evaluation now generates recommended task descriptions alongside optimized prompts, improving clarity and context. The evaluation setup experience has been enhanced with support for naming evaluations and optionally selecting historical cases. Test Logs also display the number of error cases, improving transparency during analysis.

The Self‑Learning module now provides automated task merge and split recommendations based on intent similarity, with changes applied only after user approval. Additional validation ensures evaluations run only when tasks are available and prevents parallel evaluations, maintaining evaluation integrity.

For more information, see Knowledge Evaluations

Voicebot Enhancements | Admin Panel, Audio Playback, and Debug Logging

Several enhancements have been introduced to improve configuration, audio handling, and troubleshooting for Voicebots. The Voice Bot Admin Panel now enforces mandatory selection of a Speech Profile when voice is enabled and removes the TTS Fallback IVR field to simplify setup.

The Bot Reply Node now supports playing audio using dynamic variables, allowing audio files stored as URLs to be rendered and played at runtime without relying on workaround nodes.

Voicebot Debug Logs have also been enhanced to provide detailed latency metrics across ASR, Bot/LLM processing, and TTS. These metrics are consolidated into an improved Turn Latency view, enabling clearer performance analysis and easier troubleshooting.

For more information, see Admin Panel.

Sprinklr VoiceConnect

The following features are being introduced in Sprinklr VoiceConnect module:

Custom Priority and Weight for Trunk Routing

Trunk configuration is enhanced to allow users to set custom priority and weight when defining routing strategies. Previously, only Failover and Round Robin strategies were supported, each with backend-defined default priority and weight values. With this update, administrators can now tailor trunk routing behavior by specifying custom priority and weight, providing greater control over call distribution and failover handling. For further details, see Create SIP Trunk.

Azure VDI Media Offloading Support in Troubleshooting Tool

The Troubleshooting tool is enhanced to support media offloading validation for Azure VDI, extending the existing Citrix-only test. This update ensures that media redirection and WebRTC components are correctly configured for Sprinklr agents running on Azure VDI, helping proactively detect common setup and runtime issues. The Azure VDI validation mirrors the Citrix implementation by checking connectivity, media engine availability, client compatibility, and runtime processes, while dynamically detecting the agent’s VDI environment to run the relevant test. This provides parity with Citrix validation and prevents false failures for non-applicable environments, improving troubleshooting accuracy for VDI deployments. For further details, see VDI Media Offloading Test.

Supervisor Console

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

Supervisor Copilot: Real-time Critical Nudges and Summary Cards

Supervisor Copilot now displays real-time critical nudges triggered for agents, queues, or key metrics, along with the reasons (such as negative sentiment or urgent assistance). It also provides case summarization, allowing supervisors to quickly review conversations. These insights help supervisors monitor and intervene promptly based on live alerts.

For more information, see Real-Time Critical Nudges and Summary Cards.

Listen to Escalated Voice Cases from Case Third Pane

Supervisors can now listen to escalated voice cases directly from the Case Third Pane. This option is available while the call is ongoing and follows the same flow as the live monitoring experience.

This enhancement allows supervisors to monitor escalated calls in real time without leaving the case view, enabling faster intervention and better support for agents during critical conversations.

For more information, see Listen to Escalated Voice Cases from Case Third Pane.

Introducing All Announcements Permission

New permissions have been introduced for announcements:

• All Announcements Visible

• All Announcements Editable

• All Announcements Deletable

These permissions allow authorized users to view, edit, and delete all active and past announcements across the system. This enhancement improves visibility and control for admins and supervisors, enabling better management and governance of announcements.

For more information, see Announcements Permissions.

Agent Monitoring: Filter Agent Activity by Date Range

The Agent Monitoring screen now includes a date range filter for Agent Activity. Supervisors can select a specific time range to view activity within that period.

For more information, see View Agent Activity.

Agents View Embedded in Reporting

The Agents view can now be added to the Supervisor Console reporting dashboard. This allows supervisors to access both high-level analytics and live agent data in a single interface. This gives supervisors access to both high‑level analytics and live agent data in a single interface.

Ability to Transfer Calls to IVR

Users can now transfer calls to IVR from both the Work Queue and Customers Waiting drill‑down screens. This provides an additional call‑handling option within monitoring views, alongside existing transfers to agents or queues.

For more information, see Transfer a call.

New ‘On ACW’ State to Accurately Reflect Agent Capacity Consumption

A new agent state, On ACW, has been introduced to accurately reflect agent availability when After Call Work (ACW) is assigned but not actively open in front of the agent (for example, if they have navigated back to the homepage while ACW capacity is still consumed).

For more information, see Agent States.

Expanded Filter Support in Agent and Queue Monitoring

The Agent and Queue Monitoring screens now support a broader set of filters, giving supervisors more granular control over how agent data is displayed.

New Filters:

• User Group

• Skill

• Capacity Profile

• Call Handling enabled

• Assignment settings schedule start date

• Assignment settings schedule end date

• Scheduled capacity configuration

• Scheduled Skill

• User custom property

For more information, see Filters.

Sorting Enabled on Dimensions in Live Case Monitoring

The Live Case Monitoring screen now supports sorting on key dimensions. Supervisors can click on column headers such as Work Queue, Channel, or Case Current State to sort cases alphabetically or in reverse order.

For more information, see Sorting Support.

Unified Routing

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

Configurable Upcoming Status from Feature Settings

A new configuration has been introduced in Care Settings to make the Upcoming Status behavior configurable, and enabling partners to manage it directly. With this update, Implementation Consultants and Contact Center Admins can now configure, through Care Settings, the specific channels for which agents can select an Upcoming Status when setting up a partner, allowing agents to finish existing cases while preventing new assignments from the selected channels until their status changes. For further details, see Upcoming Status for Agents.

Introduction of Stickiness Wait Reason in Debug Console

The Debug Console has been enhanced to display stickiness-related wait reasons in the Historical Wait Reasons section, providing better visibility into cases blocked due to agent stickiness constraints. When applicable, the console will now show specific reasons such as No Agent Available (Stickiness), No Agent with Required Skill (Stickiness), No Eligible Agent with Free Capacity (Stickiness), and No Eligible Agent is Member of the Queue (Stickiness), clearly distinguishing them from wait reasons. Additionally, the Wait Reason card has been improved to ensure data clarity, displaying “Not Set” when a case priority is not configured and preventing null or empty values from appearing in the UI. Additionally, wait reasons for Holding Queue actions, ASSIGN_TO_HOLDING_QUEUE and ACD_REMOVED_FROM_HOLDING_QUEUE, are now surfaced, helping supervisors better understand assignment delays when a case is waiting for the same agent to become available. These updates help admins and support teams quickly identify and troubleshoot routing delays caused by stickiness conditions. For further details, see Historical Assignment Wait Reasons.

Flag for Enabling Case Queue Reporting on Queues

A new configuration flag has been introduced in the Queue Editor to control eligibility for Virtual Queue / Case Queue advanced reporting. This allows administrators to explicitly enable advanced reporting only for specific case queues that require it, preventing unnecessary data processing and storage overhead. By default, the flag is disabled for existing and new queues, ensuring reporting is generated only for queues where it is intentionally enabled. This update provides greater flexibility and control for administrators while supporting specialized reporting use cases without impacting the broader system. For further details, see To add a Global Queue.

Case Queue Entity Type Support in Custom Entity Lookup Type Fields

A new capability is introduced to allow Case Queue to be referenced while creating fields in a Custom Entity. When the feature is enabled, Case Queue becomes a selectable system entity in custom entity, allowing users to create custom entity fields, and automations. This enhancement improves configurability and enables queue-based data modeling without impacting existing routing behavior. For further details, see To Add Entity Fields.

Virtual Queue Dimension in Voice and Case Reporting

Virtual Queue Reporting has been added to extend reporting capabilities beyond Work Queues by enabling analytics at the Case Queue (Virtual Queue) level. A new configuration enables reporting at the Virtual Queue level for voice and case interactions. When enabled, the platform captures every change in a call’s virtual queue along with the associated work queue and agent, generating detailed reporting metrics such as offered, queue time, ring time, talk/hold/wrap time, answered/abandoned status, and transfers attributed to the active virtual queue. These transitions are reflected in dashboards and exports, allowing deeper analysis based on virtual queue mappings. When disabled, reporting continues to display only work queue and agent–level assignment without including the virtual queue dimension. For further details, see Virtual Queue Reporting.

Audit of Upcoming Status in Agents Activity

Audit logging is enhanced to capture Upcoming Status changes made by agents while handling active cases. When an agent selects an upcoming status, or cancels it or when it gets applied, it's gets visible on agent's audit. These entries are visible in User Activity on both the Unified Routing Agents page and the Supervisor screen, clearly distinguishing upcoming status updates from immediate status changes. This improvement provides better visibility into agent availability transitions and helps supervisors and administrators more effectively monitor and troubleshoot routing behavior. For further details, see Checking Activity Audit.

Omnichannel Metrics for Queue Reporting

Queue reporting in Service Analytics has been enhanced to support omnichannel metrics across voice and digital queues. This update enables key performance metrics to be calculated using Contact ID, allowing unified analysis of workload and performance across channels. The metrics are now available in both parent and child dashboards, providing reporting analysts with a consolidated view of queue activity and improved insights into overall workload performance.

Voice IVR

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

Default Naming Convention for IVR Nodes

IVR nodes can now be automatically assigned a default name when they are created. The system follows the format: <Node Type> – <Primary Context> to generate the name if none is specified by the user. This default naming helps maintain consistency across IVR workflows while still allowing you to edit, change, or remove the name at any time. The behavior also applies to duplicated and existing (legacy) IVRs, ensuring flexibility without limiting customization.

KB Resource Links for IVR Nodes

IVR nodes in the builder now provide direct access to related Knowledge Base (KB) articles and instructional videos. If a node includes a Guided Workflows (GP) video, selecting the link opens the video in a new browser tab. For nodes supported by KB documentation, a “Read Article” link appears along with a short guidance message.

This enhancement allows you to quickly learn how each node works and configure it more effectively without leaving the IVR Builder, helping streamline setup and improve workflow understanding. For further details, see Nodes and Functionalities.

Support for Timeout in GCL Node

You can now set a Timeout (in seconds) in the "Gather Customer Language" node. If the caller does not provide a valid input within the defined time frame, the IVR will execute the configured timeout action, such as replaying the prompt or progressing to the next step in the workflow. This capability helps ensure more structured and efficient IVR interactions by clearly specifying how long the system waits for user input. For further details, see Components.

Enhanced IVR Debug Logs with Workflow Visibility and Filtering

The IVR Debug Logs have been enhanced to provide broader node coverage and improved visibility into IVR execution. Users can now view logs for additional IVR nodes that were previously not captured, along with workflow variable values across all IVR workflows executed during a call. Additionally, a new IVR flow name filter allows users to quickly narrow down logs for specific workflows, making IVR debugging and analysis more efficient. For further details, see Implementation Steps.

Workforce Management

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

Custom Fields and Activity Metrics in Schedule Export

You can now include both standard and User-level Custom Fields when exporting Schedule Scenario or the Master Schedule data. This update allows you to select the fields you want in the export options and ensures the export matches what you see in the schedule.

Custom fields are additional user details that appear alongside standard fields such as designation, department, manager, and reviewer. You can choose these fields directly when generating your export.

This update helps you create exports that better reflect your scheduling needs and gives you more flexibility when reviewing schedule metrics.

Introducing Long‑Term Plans for Forecasting and Capacity Planning

You can now create Long-Term Plans (LTPs) that combine future forecasts and capacity plans in a single view. This update allows you to build LTPs for a minimum of 26 weeks, configure week‑by‑week capacity inputs, and choose between automatic plans generated from Sprinklr data or imported plans created externally.

Long‑Term Plans provide extended‑range forecasts designed to anticipate demand over many months. You can define key capacity parameters such as full‑time equivalent (FTE) working hours, attrition rates, shrinkage, and cost per FTE. You can also add Initiatives to simulate changes in contact volume or handling time.

This enhancement helps you understand long‑range operational needs, model business scenarios, and make more informed decisions about hiring, training, and staffing to support long‑term planning.

Real‑Time Shift Preview in the Shift Creation Form

You can now see a real‑time visual preview of a Shift while you configure it in the Shift Creation Form. This update allows you to view how the shift timeline and Activities will appear as soon as you select or modify shift start time, end time, duration, or activity details.

The shift preview is a visual timeline that updates instantly and shows all possible start and end times for flexible shifts. When activities are positioned relative to the shift or to other activities, the preview also displays the range in which each activity can occur so you can verify the sequence and timing.

This enhancement helps you confirm that your shift setup matches operational needs before you save it. It reduces configuration errors, prevents scheduling failures, and gives you clearer control over how shifts and activities are structured.

Move Agent Schedules Between Schedule Scenarios

You can now move an agent’s schedule from one Schedule Scenario to another for a selected date range. This update allows you to transfer an agent’s Shifts, Time Offs, and related data to a destination Schedule Scenario when their team or line of business changes.

This capability keeps the Master Schedule accurate when agents move between scenarios and avoids manual re-creation of their shifts for the same period. Refer to this page for more details.

Automatic Shift Bidding Based on Forecast and Policies

You can now create automatic Shift Bids that generate shift patterns from forecasted volume, handling time, and staffing parameters instead of defining every pattern manually. This update allows the system to build shift patterns that respect each selected agent’s Schedule Policies.

Automatic Shift Bidding uses published forecasts, Schedule Policies, and a chosen ranking module to simulate staffing needs and create eligible patterns. After agents bid, the system can allocate Shifts based on rankings and tie-breaking metrics and can also assign shifts to agents who did not submit bids.

This automation helps you scale shift bidding for larger groups while keeping allocations aligned with policy and ranking rules.

New Schedule Scenario Types to Streamline Scheduling

You can now choose from dedicated schedule types when creating Schedule Scenarios, including Automatic, Preference-Based, Bidding-Based, Manual, and Import. Each type now has its own description and form, including options for custom plans, user groups, and seat capacity.

This structure helps you clearly separate scenarios built from preferences or bidding from those that are fully automatic or manual, while reusing common inputs where possible.

Weekly Schedule Scenario Generation

While creating Schedule Scenarios, you now select a schedule start date and specify the number of weeks from that start date to generate a Schedule Scenario, instead of selecting a date range. This change ensures the scenario duration aligns with week‑level policy definitions.

Enhancements to Attendance Report

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

Support Old Values of Agents’ Custom Fields in Attendance Report

You can now see the historical value of agents’ Custom Field data while plotting Reporting Widgets using the Attendance Report. This update allows the report to retain the agents’ Custom Field details as they were on the schedule date, even if the agent’s profile changes later.

Custom Fields are extra attributes or tags on an agent profile, such as team labels or other classifications. The report now keeps the original value for past dates so that historical attendance records stay aligned with the data that was valid at the time.

This behavior helps you review attendance with the correct context and avoids confusion when profile fields are updated after schedules have been worked.

Enhanced Reporting Widgets with Custom Metrics and Drilldown Support

You can now create Custom Metrics, use Drilldown, and sort data in Reporting widgets when they are created using the following Attendance Report metrics:

1. Total Agent Count

2. Total Scheduled Agents

3. Attendance Count (Day Off)

4. Attendance Count (Present)

5. Attendance Count (Present & Unplanned Leave)

6. Attendance Count (Present & Planned Leave)

7. Attendance Count (Unplanned Leave)

8. Attendance Count (Planned Leave)

9. Attendance Count (Absent).

24‑Hour Time Format Across Workforce Management Interfaces

You can now choose between a 12‑hour or 24‑hour time format across Workforce Management interfaces. This update introduces a Workspace‑level setting that controls how Shift times, schedule views, and timestamps appear throughout the interfaces.

The time format setting applies consistently across areas such as the Shift Creation Form, Schedule landing pages, My Schedule, Calendar View, and Timeline View. When set to 24‑hour format, times appear as HH:MM; when set to 12‑hour format, they appear as HH:MM a. This behavior is also preserved in exports, reports, notifications, and APIs.

This enhancement helps reduce confusion in global and night‑shift operations by standardizing how time is displayed.

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New Shift Bidding Module in Agent Hub

Agents can now access Shift Bidding from a dedicated sub-module in Agent Hub instead of through the My Schedule page. This update allows agents to view active and inactive bids in a clear layout, see weekly and daily shift patterns, and review activity timings before submitting or resubmitting their preferences during the bidding window.

This enhancement gives agents a simpler, more structured bidding experience while ensuring planners have better visibility and control over the Shift Bidding process. Refer to this page for more details.

Improved Schedule Scenario Generation with Time Off Integration

When you create Schedule Scenarios, the system now applies approved Time Off during schedule creation instead of adding it after the schedule is built. This update allows the scheduling engine to treat Time Off as a hard constraint while it assigns shifts and Day Offs.

Time Off is approved leave, and Day Off is a weekly rest day from an agent’s policy. The system now uses these together when generating, publishing, and adjusting schedules so that leave placement and weekly offs stay aligned with policies.

Improved Time Off Balance Logic for Different Day Off Policies

We have improved the Time Off balance calculation to treat different Day Off policies correctly, even when Schedule Scenarios have not yet been generated. This update allows the system to use deterministic or dynamic rules to separate weekly offs from Time Offs when deducting the balance.

Time Off balance is the amount of leave deducted and remaining for an agent, and Day Off policies define weekly rest days using static or dynamic rules. The new logic segments periods into weekly blocks and applies policy-specific formulas so that weekends and weekly offs are not over-deducted.

Additionally, for a full‑day Time Off, the system will now deduct the total daily paid duration specified in the Time Off policy for hour‑based Time Off Activities.

Clear Alerts for Partial Custom Preferences in Schedule Scenarios

You will now see clear Alerts when custom agent Preferences exist for only part of a Schedule Scenario period. This update allows the system to highlight agents whose Preferences do not cover the full schedule range when you use the Preference-based Schedule Scenario.

Custom Preferences are agent-requested schedule choices, such as preferred working days or shifts. If Preferences exist for only some dates in the selected period, the system now shows an error listing the impacted agents and dates instead of silently treating missing Days as Time Off.

This behavior helps you spot incomplete preference setups and ensures that agents without full Preferences are scheduled according to policy rather than receiving unintended Days Off.

Improved Time Off Unassigned Alerts and Day Off Handling

You can now add Time Off directly from Time Off Unassigned alerts, even when Day Off already exists in the same period. This update allows the system to place Time Off on top of shifts while leaving Day Offs visible.

Time Off is approved leave, and Day Off is a weekly rest day from the policy. These changes reduce the steps needed to resolve Time Off alerts and keep leave and weekly offs clearly separated in the schedule.

Thank you for using Sprinklr Service. The 26.4 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.