Last updated 04/16/25 with Verint Coaching 25.4 release

Enhancements

Agent Dashboard with Local Timezone

Updated the logic of the Agent Dashboard and Companion mini-window to use the agent’s local browser-based timezone when querying data, ensuring that metrics and timestamps reflect the agent’s true location and mirroring the behavior already implemented in Supervisor Live. The updated query approach aligns with recent performance improvements made to the Supervisor Dashboard that provides more accurate, context-aware insights for agents, especially in distributed or remote work environments.

Optimized Live Call Audio Playback

Added key optimizations to enhance live call audio playback performance, delivering more reliable playback with low latency relative to the raw audio stream. Improvements include better lag handling with enhanced audio buffering and recovery when lags are detected. Users should notice fewer delays and a more consistent listening experience overall, ensuring they always hear what's spoken in the moment it's said.

Agent Status Icons

We fixed a discrepancy in the agent status icon by implementing a reliable polling mechanism to accurately detect and reflect an agent’s Login and Guidance Viewed Live state. The icons now update consistently based on real-time status checks, ensuring users see the correct state of their agents without delays or mismatches.

Multiple Extensions Support

Provided support for assigning multiple Telephony Extensions/Agent IDs to a single user under the same Line of Business (LoB), without requiring unique adapter names. This change addresses a significant operational challenge in environments where dynamic registration across multiple CTI sites (e.g., DC1 and DC2) is necessary.

With this enhancement, users can now be configured with multiple extensions within the same LoB and adapter context, streamlining configuration and improving flexibility for large-scale deployments. It eliminates the need for manual workarounds and supports dynamic telephony site failover and load balancing scenarios, ultimately making telephony integration more resilient, scalable, and easier to manage in production environments.

Companion Desktop (v5.0.29)

This release introduces a complete rebranding of our Companion desktop application, featuring Verint name, logo, and refreshed user interface to align with our updated visual design. Alongside the rebrand, we’ve upgraded the app to the latest version of Electron, bringing improved performance, enhanced security, and better compatibility with modern systems.

Operational Improvements

Features under operational section have indirect impact to our customers by improving our time-to-market for changes related to Conversation AI 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.

Pagination Support

This release introduces pagination support to the Conversation, Model, and Guidance tabs within the Self-Administration Settings UI, significantly improving the experience of managing and navigating large sets of data. Each of these tabs now features intuitive pagination controls, allowing users to load and browse items in smaller, more manageable chunks. This reduces load times, improves overall responsiveness, and ensures a smoother user experience when working with extensive lists of Conversation, Model, or Guidance entries.

By extending pagination to these key areas, the Self-Administration interface is now more scalable and consistent with the behavior of other sections like the Users tab. Whether you're reviewing a large selection of topics, managing numerous custom models, or maintaining a growing set of guidance configurations, these enhancements make it easier to find what you need without performance slowdowns or overwhelming list views.