Last updated 09/15/25 with Verint Coaching 25.9 release

What's New

Assign Supervisor Coverage to Agents

We’re enhancing our Supervisor on Leave (SOL) feature with the ability to assign coverage to Agents, providing additional flexibility to organizations that use experienced agents to cover for supervisors when on leave. The feature requires activation, but once enabled, slots seamlessly into existing SOL workflows, affording all SOL users the ability to choose whether to receive coverage from a supervisor or an agent. Agents assigned coverage will have their permissions temporarily upgraded during the coverage dates, granting them supervisor access during that period.

Key Highlights

• Supervisors, Managers, and Executives can assign temporary coverage of a Supervisor's team to an Agent
• Assigning coverage grants that Agent access to the covered Supervisor's team, providing them all of the Supervisor's permissions during the assigned coverage period
• All reporting and data remain tied to the covered Supervisor
• Agents must log in after the coverage period begins for their Supervisor access to take effect; likewise, they must log in after the period ends for their Agent access to be restored

Benefits

• Ensures that the team is fully supported as live monitoring continues when the Supervisor is out
• Provides flexibility for organizations that have seasoned Agents cover their Supervisors' leaves

This feature is available as an update to the SOL feature. Please discuss activation and further details with your Customer Success Manager.

Companion Desktop Supports Single Sign-on [Controlled Release]

Version 6.0.0 of the Companion Desktop app will be introducing a significant improvement: the ability to log in without entering a password if you've already authenticated through your organization's Identity Provider (IdP). No more remembering your login credentials and entering them manually each day. Simply authenticate as you normally would through your organization's existing IdP, open the Companion Desktop app, and click on the browser-based link that appears.

Key Highlights

• Companion Desktop users can authenticate automatically with their organization's IdP; no manual login required
• Logging out is no longer necessary and the Companion Desktop app's Log Out button has been removed. Users can simply close the app, and the system will automatically log out after a period of time
• Upgrading requires the 25.9 release and version 6.0.0 of Companion Desktop
• Note: This change is not applicable to users with IdP-initiated single sign-on (SSO) - only service provider (SP)-initiated SSO. If you authenticate with SP-initiated SSO and wish to take advantage of this feature, talk to your Customer Success Manager.

Benefits

• A seamless and secure SSO experience across platforms
• Provides easy access to Companion Desktop without the need to remember login credentials
• Logging out no longer required

Enhancements

Agent Call Summary Cue Sent for Short Calls

We typically exclude calls shorter than 1 minute from various reports, including the Last Analyzed Call report shown in the Companion window. This previously meant that the Agent Call Summary Cue would not be displayed for these short calls, but we have enhanced the feature to ensure that Agents still receive a Cue for these calls, so that they can view the call summary details. Note that we will not display other post-call summary metrics (Improved, To Work On, etc.) for these short calls.

Bug Fixes

Agent Call Summary Cue No Longer Re-triggers

We identified an issue where the Agent Call Summary Cue will be triggered again if an Agent logs out and back into the Companion Desktop app (or when refreshing the page in Salesforce). This has been addressed so that the Cue is only triggered once.

Reminder - Cogito Desktop Deprecation Notice

As a followup to the notice we posted on April 2, 2025 (see here), please note that starting October 2025, support for Cogito Desktop versions earlier than 5.0.28 will be officially deprecated. This means that these versions will no longer receive updates, bug fixes, or security patches. To ensure you continue to receive the best performance, security, and support, we strongly recommend upgrading to the latest desktop version.

As mentioned above, the latest desktop, now called Companion Desktop version 6.0.0, is available for a Controlled Release this month. For those who do not wish to take advantage of version 6.0.0's SSO capability, Companion Desktop version 5.0.29 is also available as of the 25.4 release.

We understand that upgrading desktop versions may require scheduling work with your IT resources. Your Customer Success Manager will be available to provide guidance and address any questions or concerns you may have throughout the transition process.

Security Fixes

CVE Updates

CVE-2025-7783 A flaw in the JavaScript form-data library where insufficiently random boundary values allow HTTP Parameter Pollution attacks in affected versions.

CVE-2025-7339 A vulnerability in the Node.js middleware on-headers where passing an array to response.writeHead() can inadvertently modify HTTP response headers.

CVE-2025-5889 A Regular Expression Denial-of-Service issue in brace-expansion (versions up to those listed) where the expand() function uses inefficient regex that can lead to high resource consumption.