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Release notes 25.2

8 days ago by Craig Blake

Last updated 02/19/25 with Verint Coaching 25.2 release

What's New

Quality Compliance [Controlled Release]

NOTE: With a [Controlled Release], please contact your Customer Success Manager (CSM) and inquire about this optional feature for your business.

This release introduces a powerful new Quality Compliance feature designed to streamline the process of evaluating agent performance and ensuring compliance with mandatory call tasks. The feature provides team leaders and QA personnel with an easy way to assess whether agents are completing critical tasks during every call, generating compliance scores, and offering the ability to validate or adjust those scores for accuracy. It will improve clients' QA processes by enhancing visibility into task completion and allowing for real-time updates to agent performance metrics.

New Features:

  1. Compliance Scoring for Mandatory Tasks:
    1. Automatic Compliance Detection: The system will automatically detect and track compliance with predefined "Compliance" category topics that must be covered on every call. This ensures a baseline understanding of what 100% compliance looks like for every interaction.
    2. Score Generation: A compliance score (e.g., 75% or 6/8 tasks completed) will be generated per call based on the completion of these mandatory tasks. These tasks are customizable and can be defined to match client-specific requirements.
    3. Baseline for Compliance: The feature assumes that these topics (e.g., disclosures, verification steps, or compliance-related conversations) must be covered on every call, ensuring a consistent baseline for measuring agent compliance.
  2. Verification of Task Completion:
    1. QA Personnel Verification: QA personnel and team leaders will have the ability to verify whether an agent was compliant with each task/topic and adjust the score if necessary (for example, if the system detects a false positive/negative and incorrectly flags a task as complete/incomplete).
    2. Manual Score Adjustments: QA personnel can easily update the compliance score if there are discrepancies between system-detected task completion and actual performance, ensuring a more accurate reflection of compliance.
  3. Enhanced Play Call View:
    1. The Play Call View has been enhanced with a Quality tab displaying only compliance-related information including each call's compliance score and a list of mandatory tasks that were completed or missed during the interaction.
    2. QA personnel and designated users can label each task's topic/cue as accurate or inaccurate, input notes indicating their reasons for each label, and even add timestamps for tasks that were incorrectly deemed to have been incomplete.
    3. Verification status indicators highlight compliance scores that are AI-generated, partially verified (incomplete), or fully verified, providing immediate feedback to the QA team and flagging calls that merit further assessment.
    4. Users can click on any task to view details, listen to the corresponding call portion, and verify compliance in context.
  4. Improved Search Page:
    1. The Search page now includes Quality filters to search for calls based on compliance score performance and score verification status.
    2. Search results include compliance scores and verification status indicators to allow QA teams to quickly spot calls of interest.
  5. New Data API for Compliance Metrics:
    1. API Access: New compliance data will be available via the Data API, enabling external systems to access detailed compliance scores and task completion metrics.
    2. Data Retrieval: Clients can retrieve compliance data for any given call or agent, which can be integrated with other reporting tools or systems.
  6. Role-Based Access Control (RBAC) for Verification:
    1. Agent Access: Initially, the new compliance features (including score generation and task completion tracking) will not be available to agents directly, ensuring that they only see relevant performance data in accordance with their role.
    2. Access for Supervisors and Higher Roles: Compliance features will be viewable by all supervisor and higher roles by default. Additional configuration can alter view-only privileges and specify access by group, role, or individual user.
    3. Access for QA Personnel: Further configuration designates which QA personnel and team leaders will be able to verify or update compliance scores, ensuring that the integrity of the process is maintained.

Impact:

  • Improved QA Process Efficiency: The automated detection of mandatory tasks and the ability to score compliance in real time will significantly reduce the manual effort required by QA teams to assess agent performance.
  • More Accurate Performance Metrics: With the ability to validate and adjust scores, QA teams can ensure that agent compliance is evaluated more accurately, improving the reliability of performance assessments.
  • Client-Specific Flexibility: Clients can tailor the topics and tasks that are mandatory for each call, ensuring that their specific compliance requirements are met.

Security Fixes

PCI Compliance

This release includes additional security updates and enhancements to ensure continued PCI DSS compliance. The updates address stringent penetration tests, improve encryption protocols, latest CVE updates, and adherence to latest governance of handling of sensitive information.

CVE Updates

Refer to Release Notes 25.1 where numerous CVEs were addressed.