Last updated 01/14/25 with Verint Coaching 25.1 release

What's New

Verint Rebranding

With the announcement of Verint acquisition of Cogito, we are excited to announce a complete rebranding of Cogito's user interface! As part of our ongoing commitment to better serve our users and to reflect our growth, we’ve refreshed our identity to offer a more modern and cohesive experience. This rebranding includes a new logo, updated color palette, and an enhanced visual identity across all Verint products.

Key Changes:

New Logo: Our new Verint logo represents our commitment to AI innovation and forward-thinking solutions. It’s sleek, modern, and designed to better align with our evolving mission.
Updated Color Palette: We’ve refreshed our color scheme to create a more vibrant and cohesive visual experience across all Verint products.
New Typography: We've updated our typography to improve readability, align with other Verint products, and overall convey a more contemporary feel.

What This Means for You:

No Service Interruptions: Our rebranding will not affect the functionality of our services or products. There will be no disruptions to your experience.
Seamless Transition: All of your existing data and APIs will remain intact. The only change is visual and branding-related.
Updated Materials: Stay tuned for updated communication, marketing, and support materials that will reflect the new branding, including email signatures, templates, and documentation.

Note: Some elements of the Desktop Application will not be rebranded at this time, including the app's icon, the icon displayed in slide-in notifications, and the app's name.

Data API - Agent Call Session (Transcripts & Summary)

The Data API gives you the tools to review post-call metrics and insights, making it simpler to coach agents, generate reports, and spot trends.

We’ve added two new endpoints that complete the Agent Call Session features, giving you instant access to call summaries and transcripts. These updates make it easier to understand and act on full call sessions as soon as they finish.

New Endpoints:

GET /agent-call-sessions/{agent-call-session-id}/summary
Fetch a summary of the completed call session for understanding the conversation highlights
GET /agent-call-sessions/{agent-call-session-id}/transcript
Access the full transcript of a call session for detailed reviews and training purposes.

Recap of all endpoints available through the Data API:

For setup details, check the OpenAPI specification or contact your Customer Success Manager.

Enhancements

Live Page Based on End User's Timezone

We’ve updated the Supervisor Live page to display data based solely on the end user’s timezone, rather than basing certain graphs on the timezone of the call center agent. This enhancement ensures that supervisors can view real-time metrics and call data that accurately reflect their own time zone, improving alignment with operational schedules, enhancing situational awareness, and providing a more intuitive view of performance.

Reset Filters Default Date Range

The "Reset Filters" functionality now clearly indicates the selected date range when reverting to the default view. The default date range appears as a filter chip labeled "Yesterday," making it easier for users to track and understand their current filter settings.

New Recommended Action on Supervisor Live Page

We have updated the logic for the “Recommended Action” feature in the Supervisor Live page’s Employee Experience table to provide more relevant and actionable guidance to supervisors. Guidance will be provided for up to 3 agents, based on the percentage of their calls with a Negative EX score, with two distinct recommended actions available for agents who have taken at least 5 calls and meet specific thresholds.

"Consider checking in" will be triggered if an agent has a Negative EX score on between 12% and 25% of their calls.
“Consider offering a break” will appear when an agent has a Negative EX score on at least 25% of their calls.

Operational Improvements

Features under operational section have indirect impact to our customers by improving our time-to-market for changes related to ConverationAI Topics, Guidance Groups, Supervisor on Leave, and User Management settings. While these changes are typically performed by our services team, we are working towards making them available to all customers through a self-service offering for direct management of your Cogito settings.

Enhanced Notifications for CAI Item Creation

We’ve added toast notifications to confirm the successful creation of Conversation AI (CAI) Topics, Models, and Guidance Groups. Now, when you create a new item, you’ll see a success message; eliminating the need to manually check if an item was created.

In-Product Regex Syntax Validation

Regex syntax check is now built into the Admin UI for CAI Topics. When entering a regex expression into the trigger field, the system automatically checks for syntax errors upon submission:

Valid Syntax: Submission proceeds smoothly.

Invalid Syntax: An error message highlights the issue at a high level, helping users troubleshoot the issue further.

Field Validation and Tool Tips for CAI Settings

To ensure consistency and to reduce errors, we’ve introduced field validation and tool tips for key CAI Topic fields below. These changes are backwards compatible with existing customer production topics.

Topic Name and Cue Title (Notification Title): Special characters allowed: /, -, (, ), ?, !, and '

Updated error message: “Only the following symbols are allowed: /, -, (, ), ?, !, and '”

Notification Text: No changes to allowed characters to ensure flexibility.

Release notes 25.1