Last updated 06/20/25 with Verint Coaching 25.6 release

Enhancements

Automated Topic Event Data File for Conversation AI

We’re excited to announce a new feature that simplifies how customers extract and manage topic event data from Conversation AI interactions.

What’s New?

To address customer limitations in building and maintaining custom integrations with our APIs, we’ve introduced a reusable, automated data ETL that:

Uses Data APIs for data access: Instead of relying on development work to integrated to our Data APIs, we now provide an ETL utilizes official Conversation AI APIs, ensuring data security and forward compatibility.
Supports scheduling and date-range customization: Customers can automate data pulls with configurable start/end dates and recurring schedules.
Delivers results to customer S3 buckets: Processed topic event data is stored in a customer-accessible S3 bucket for easy integration with internal systems.
Implements data retention policies: Old data is pruned automatically based on configurable retention rules, helping manage storage costs and compliance.
Includes monitoring and status visibility: ETL runs are monitored, and statuses are surfaced to allow for proactive issue resolution and operational transparency.
Please contact your Customer Success Manager (CSM) on fields available through this Data ETL.

Benefits

Reduces customer engineering overhead
Provides a secure, maintainable, and standardized method for data access
Enhances operational reliability and observability
Accelerates time-to-insight from Conversation AI data

Conversation AI Display Timestamps

As part of our ongoing compliance enhancements, we’ve addressed a gap in how topic event timing is represented in our data systems.

Background

In a prior update, we introduced utterance_begin and utterance_end timestamps to the Data API to support compliance use cases. However, these timestamps only captured when topic-related words were spoken, not when cues were displayed to agents—leaving a gap, especially for absence-based topics, which often lack associated utterances.

What’s New?

To resolve this, we’ve added topic cue display timestamps. These values represent the actual time window during which the cue was shown to the agent, regardless of whether the topic was spoken or omitted

New Fields Added:

display_begin = utterance_end
display_end = utterance_end + display_duration

Availability:

Data API endpoints

Benefits

Enables more accurate compliance analysis and agent behavior tracking
Supports validation of absence-based cues, previously lacking timestamp data
Enhances audit-ability and compliance alignment

Bug Fixes

CX Score Delays

When a supervisor logs in, all live calls for their agents is displayed but call scores don’t appear until the next score update event. This has been addressed so that in progress call with latest call score is displayed in Live view.

CX & EX Average Scores

We identified an issue in CX & EX average score calculations where calls with NULL scores were incorrectly included in the denominator, skewing results. This has been addressed by excluding NULL values from the score calculations to better represent CX & EX averages.