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Sprinklr Service: 20.10 Release Notes

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 l

Sprinklr Service

marketing

Insights

social

+3

Knowledge Base Article

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20.10 Release (26th Sep '25 Onwards)

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Forums as a Listening source

By adding Forums as a Listening Source, you can listen to and learn from forums data.​Sprinklr supports Forums as one of its various Listening Sources. Forums, or message boards, are online discussion sites where people can hold conversations in the form of posted messages. The Internet forums commu

Forums as a Listening Source

Insights

Knowledge Base Article

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Web Sources

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Forums as a Listening source

By adding Forums as a Listening Source, you can listen to and learn from forums data.​Sprinklr supports Forums as one of its various Listening Sources. Forums, or message boards, are online discussion sites where people can hold conversations in the form of posted messages. The Internet forums commu

Insights

Knowledge Base Article

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Forums

RS
Speech-to-Text Transcription

The ASR (Automatic Speech Recognition) or STT (Speech-to-Text) technology transforms speech signals into digital signals and processes them to generate transcriptions corresponding to the audio as output.Difference Between Standard vs Customized Models for Speech Analytics ApplicationsStandard model

Service

Knowledge Base Article

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Voice Analytics

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Create a Highly-Targeted Custom Audience for LinkedIn

A custom audience allows you to find existing audiences among people who are on LinkedIn and target your ads. While creating a LinkedIn custom audience in Sprinklr, you can use sources such as websites and members/company lists on LinkedIn to create your audience.You can select the type of audience

marketing

Knowledge Base Article

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Compose LinkedIn Ads

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Outbound IVR Dialer

Outbound IVR dialers are the dialers in which a customer is dialed and directed to the IVR. Customers can navigate through the menu and can check relevant information depending on the options available.Configuration of Outbound IVR dialersThe Outbound IVR dialer needs to be configured in the followi

Service

Knowledge Base Article

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Dialers

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Widget visualization type - Counter

The counter widget allows you to see how many of a particular event happened in a short amount of time especially when there are gaps between occurrences of events. It shows you the reporting data for the previous period as well, where the previous period refers to the equal duration of time as the

social

Reporting - SES

Social - SES

Knowledge Base Article

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Data visualisation types

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Creating and Managing Announcements

Supervisors can use the Announcements screen to send one-to-many communications to their team members or direct reports. They can monitor the status of the announcement to track whether an agent has read the announcement or not. Additionally, they can analyze reporting metrics for announcements to m

Sprinklr Service

Updated Article

26.4

Knowledge Base Article

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Announcements

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Unified Analytics Metrics

​Metric Display NameDescriptionFollowers At Post Time (Total) (Unified Analytics)This is a Sprinklr common metric to total all of the various types of followers across social networks. It pinpoints the number of followers at the time of your post. This metric must be used in conjunction with dimensi

26.1

marketing

Updated Article

Sprinklr Marketing

Knowledge Base Article

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Create & Manage

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Controlling Fields in Custom Fields

In this article, we will get a brief introduction to controlling fileds in Sprinklr custom fields. ​Use case of Controlling FieldsControlling Fields provide a level of organization, governance, and simplicity within Custom Field Management. Controlling fields allow you to set the visibility of custo

experience:space

cloud:core

article:howto

Custom Fields

+5

Knowledge Base Article

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Custom Fields

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View Activity & Diagnostics for an Account

As an admin, there are a lot of instances when you would want to view audit trails of accounts, for compliance or tracking reasons. With Sprinklr’s account activity, this is possible. You can also check for publishing and engagement failures of the added accounts from account diagnostics. ​With the

social

Knowledge Base Article

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Manage Accounts

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Export Dashboard Mapping Option in Reporting

Sprinklr Reporting dashboards have a way to give you an export of mapping with the list of the dimensions and fields that you could use in your API call to make the query. These mapping will be used in the case when you are recreating the widgets in BI tools such as Tableau, Google Data St

social

Reporting - SES

Social - SES

Knowledge Base Article

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Scheduled Exports

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Social Channel Level Gamification - Advocacy

Advocacy has taken a new dimension with the introduction of Channel Level Gamification. It is not just about advocates sharing content, but also about how their networks respond to it. By recognizing and rewarding these interactions, we are taking social advocacy to new heights. What is Channel Leve

Advocacy - SES

social

Social - SES

Knowledge Base Article

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Gamification

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Bulk Upload Signatures for All Agents via Configurator

Managing the individual signatures of numerous agents can be a daunting task. Fortunately, supervisors can streamline this process using the configurator tool, enabling them to upload signatures in bulk, saving time, and ensuring consistency across the board. In this article, we will guide you step-

Service

Knowledge Base Article

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Email Signature

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Outbound Message Report

The Outbound Message Report gives administrators and compliance teams a clear, easy way to see every message sent outside the organization. It helps teams stay confident about what’s being communicated, verify that security controls are working as intended, and ensure agents follow established polic

Sprinklr Service

Service

Updated Article

26.4

Knowledge Base Article

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Detailed Report Glossary

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Supervisor Comprehensive Reporting Dashboard - Digital

This report provides a consolidated view for Supervisors or Team leads on their agents overall performance including their Login-Logout activity, Case Assignments, Productivity, Macro Application, Handling and Response SLA, Escalations and CSAT. ​Note: User and User Manager mapping is required. 

Service

Knowledge Base Article

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Supervisor Persona Report

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What is Automated Quality Management?

Automated Quality Management: A Comprehensive OverviewAutomated Quality Management (AQM) revolutionizes the traditional approach to maintaining standards in service and performance. It operates by implementing predefined checklists, which are intricately designed to assess various parameters critica

Service

Knowledge Base Article

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Introduction

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Voice Details Report

The Voice Details Report provides insights on the live calls (inbound and outbound) that are in IVR, Voice Bot, with agents, or being dialed. This helps infer the number of active calls with respect to the state/stage of the call.When you create a new widget in a reporting dashboard using the Real T

Service

Knowledge Base Article

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Detailed Report Glossary

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Publish on Slack via Sprinklr

Once you have added the Slack app on Sprinklr, you can send/share messages on Slack without leaving Sprinklr. You can send messages to individual profiles, channels, and groups. Additionally, you can schedule the posting of messages on the Quick Publisher in Sprinklr. Steps to Send Messages to Slack

Slack Publishing

Publish a post to Slack

Knowledge Base Article

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Slack

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Facebook Post Insights

Facebook Post insights help you delve deeper into overall trends across your content. You can also view insights for specific posts, stories, videos, reels created by the brand and track performance for each. This article covers details on each of these.Post Insights MetricsMetricDescriptionDeprecat

social

Sprinklr Social

Social - SES

26.1.1

+1

Knowledge Base Article

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Facebook reporting glossary