Skills Management Assistant
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
The Skills Management Assistant automates the skill‑update process by evaluating completed‑period performance data – including task volumes completed, Actual vs Earned Time, and quality scores – against manager‑defined criteria. Managers configure the rules once, and the Assistant runs on a scheduled or on‑demand to determine when employees meet progression thresholds. It supports both Auto‑Promote and Notify‑Only modes, enabling skills to update automatically or through a simple one‑click approval.
By removing the need for managers to manually review performance reports and update skills, the Assistant significantly reduces administrative effort, freeing managers to focus on higher‑value coaching, development, and operational improvement activities. This ensures accurate, fair, and consistent skill progression while improving overall manager capacity.
All existing Skills Target Alerts are migrated to the Skills Management Assistant as part of the upgrade.
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Resource Balancing Assistant
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
The Resource Balancing Assistant automates loaning and borrowing individuals between teams, saving time for team leaders. The Assistant runs a daily simulation of the Work Allocation Bot (WAB), which shows whether the distribution of individuals matches demand.
The Assistant monitors teams to:
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Find resource shortfalls and excesses at the end of the day.
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Compare demand with the number of individuals who can complete the work (having both capacity and skill).
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Provide resource balancing suggestions to meet the needs of the organisation.
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Trigger the Alert Assistant to notify relevant individuals of the suggestions.
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Agent Adherence Sync Adapter
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
The new Agent Adherence Sync Adapter allows organisations using both Verint
Workforce Manager (WFM) and Operations Manager to record actual attendance and work status changes (break, lunch, meeting, training) in WFM if they don't want to use Operations Manager. These updates are automatically synchronised into Operations Manager through the WFE Adherence API, removing the need for frontline employees to log attendance in two systems and improving overall employee experience.
The synchronisation can be scheduled through the Job Schedule, allowing flexible and automated updates of Actual Attendance into Verint Operations Manager
for adherence and performance reporting.
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Allocate all cases by reference field
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
A new Distribution Rule in the Allocation Profile allows the Work Allocation Bot (WAB) to automatically assign all unallocated cases that share the same value in a selected Reference Field to the same employee (skills permitting). This keeps all work associated with a case together and ensures the entire case is handled end‑to‑end by one individual.
This allocation ignores availability, the Team Allocation limit, and any Allocation Limit set on the Allocation Schedule. Batch size limits still apply, so matching cases may be grouped into multiple batches where needed. Checking tasks remain excluded from this behaviour and continue to follow the existing restriction that they cannot be allocated to the individual who completed the original work or a previous quality check.
With end-to-end case ownership, you ensure that a single agent or team remains responsible for a case throughout its lifecycle, which reduces unnecessary hand offs and minimizes the risk of rework. This approach streamlines the resolution process, fosters accountability, and helps agents build a clearer understanding of each customer’s needs. As a result, customers benefit from a more consistent and efficient experience, with fewer delays and a higher likelihood of first-contact resolution.
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Preallocated and Pended cases added to My Work
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
My Work has been enhanced to show not only cases currently allocated to an individual, but also cases that are preallocated to them and cases they have pended from their queue.
Two new tabs, Preallocated and Pended, have been added alongside the existing Allocated view. Users with the appropriate security access can view these cases and allocate them to themselves directly from My Work. Pended cases can also be unpended and allocated from the new tab.
This enhancement gives users greater visibility of work already assigned to them and makes it easier to take ownership of preallocated or previously pended cases without leaving My Work. Allocation continues to honour the usual skills and availability checks.
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Running and Paused status added to the GetMyWorkByIndividual API method
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
The GetMyWorkByIndividual API method now returns the current CaseStatus field. This field provides the current status of each allocated case (running or paused), giving downstream systems real-time insight into the user's active work.
Any API method that can set a task to running (including ProcessAndTaskStart, TaskStart, and TaskUpdate) will now automatically pause any task the user already has running at either task or batch level. This aligns API behaviour with Operations Manager's UI logic and prevents parallel processing of tasks.
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Screen recording API-Triggered Recording Support
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
Operations Manager now supports API‑based screen recording triggers. When an individual is enabled for screen recording, recording will start or stop automatically when tasks are progressed through API actions, ensuring consistent behaviour across manual UI workflows and automated integrations.
The following API endpoints will start screen recording:
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egTaskStart
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egProcessAndTaskStart
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egTaskUpdate (when SetRunning = true)
The following API endpoints will stop screen recording:
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egTaskPause
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egTaskPend
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egTaskEnd
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egProcessAndTaskEnd
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egTaskDelete
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AddActualAttendanceEvent (logout)
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egSaveIndividual (when deleting an individual)
You can now achieve seamless recording coverage across both UI and API-driven workflows, ensuring that all interactions are captured without interruption. This update eliminates gaps that previously occurred when automated task movement happened through integrations. Additionally, you can maintain your existing frontline employee workflows without requiring any changes.
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Screen recording support for application data source
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
Screen recording now supports application data sources. This provides an alternative to the existing LAN data source and gives service providers another option when configuring Screen Recording data sources for a tenant.
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Set default Link Actions for linked tasks
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
You can now configure a default Link Action for each linked task in the Linked Tasks configuration screen. When a case is loaded in Book Out or Book Out by Batch, Operations Manager automatically applies the saved default action for each link, removing the need for users to select an action manually.
Available Link Actions:
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Create
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Create and pend
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Allocate
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Allocate and book out
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Standard Hours retained for special task types 10 Live and 11 Non-Live
Availability: On-Prem | Cloud | Default | March 2026| 2025R4
When a case with a special task type 10 or 11 is moved or changed, the standard hours are retained.
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Engagement Data Hub Data Extraction added for On-Premises Operations Manager
Availability: On-Prem | Default | March 2026| 2025R4
Operations Manager now supports Engagement Data Hub (EDH) data extraction for single-tenant on-premises deployments, enabling engagement data to be exported for use with cloud-only capabilities, such as Data Insights in the Verint Cloud Platform.
This functionality is enabled by setting the required EDH attributes in the Super Installer InstallSettings.xml file and setting the EnableEDH attribute to true. Once enabled, Operations Manager adds the required extraction job schedule and updates the Agent Service configuration so extract files can be written to the configured AWS S3 bucket.
You can use the existing Job Schedules screen in Operations Manager to monitor whether the extraction job is running successfully.
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WIT Backlog Age Export Adapter
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
This feature automates the export of outstanding task volumes from Verint Operations Manager in a WIT-compatible CSV format for use in Workforce Management (WFM) backlog aging templates.
The export runs on-demand or on a scheduled basis and generates a snapshot of all outstanding tasks mapped to relevant Tasks or Task Groups. The file can then be ingested by WFM’s existing WIT adapter to auto-populate aging templates, eliminating manual processes and supporting accurate forecasting and scheduling.
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Work Allocation Bot enhanced to exclude cases with future time from allocation
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
WAB has been enhanced to allow you to configure whether or not cases dated 'Today' but with a future time are to be excluded from allocation runs. The setting which controls this feature is called Exclude Future Cases Today and is located on Allocation Schedules. By default, this setting is turned off.
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Work Allocation Bot enhanced to only allocate within Planned Attendance
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
WAB has been enhanced to give you more control over task distribution. A new setting, Planned Attendance Threshold, allows you to configure whether tasks should only be allocated to individuals who are within their Planned Attendance window. The setting is located in Allocation Schedules and is off by default.
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When off, WAB allocates tasks based on total available attendance for the day, without considering when a shift starts. This can result in urgent tasks being assigned to individuals who are not yet available.
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When on, WAB allocates tasks only after the individual’s planned attendance start time, adjusted by the threshold you define (up to 9:59 hours).
Example:
An employee’s planned attendance starts at 12:45pm, and the threshold is set to 30 minutes.
When WAB runs at 12:20pm, the employee is within the threshold window (12:45pm minus 30 minutes = 12:15pm), so tasks are allocated to them, even though their shift hasn’t started yet.
If WAB had run earlier (for example, 11:30am), the employee would have been outside the threshold, and no tasks would be allocated.
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Enhancement to allow multi-select for organisation units on Team Meeting Dashboard
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
The Team Meeting Dashboard now supports multi-select for organisation units, giving managers greater operational oversight. You can select multiple teams and departments and view aggregated performance data across them. This enhancement applies to the following tabs:
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Performance
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Plan
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Aged Analysis
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End of Day Status
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Skilled Resource
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Quality
When you select a department, all teams within that department are automatically included. Data is calculated from raw values (not summed or averaged), and for teams in different time zones, each data point reflects local time while presenting a unified view for comparison and planning.
To make large grids easier to navigate, Task Group filters have been added to the Task Grid on the following tabs:
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Aged Analysis
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End of Day Status
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Skilled Resource
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Quality
These filters help you quickly narrow down results when viewing multiple teams or departments.
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Task Processing Time dashboard renamed to Task Processing dashboard
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
The dashboard has been renamed Task Processing Dashboard to better represent its expanded KPI set, which now includes:
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Volume in Target
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Volume out of Target
These KPIs were introduced in 2025R2.
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Static Data Maintenance template enhanced to support screen recording
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
The Static Data Maintenance template has a new Enable Screen Recording parameter on the following sheets:
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Generic Task
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Team Task
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Process
The parameter controls whether screen recording is enabled for the process or task. The options are:
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Y - turn on screen recording
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N - turn off screen recording (Default)
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Screen recording for back office quality
Availability: On-Prem | Cloud | Verint | November 2025| 2025R3
Verint Operations Manager now supports task-triggered screen recording to provide full visibility into how work is performed. Recordings start, pause, and stop automatically based on UI actions such as Start Task, Pause, Resume, Pend, and Book Out, and are securely linked to the task record with rich metadata (Task Name, Process Name, Staff ID, Task Status etc). Evaluators can access recordings in the Verint Quality Management (QM) Interaction Review Window for structured evaluation.
Configuration Options
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Global Constant |
A global configuration that turns all screen recording on or off. |
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Process Level |
Enable or disable recording for all tasks within a specific process type. |
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Task Type Level |
Enable or disable recording for specific task types (Generic Task or Team Task). |
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Individual Level |
Exclude specific users from screen recording. |
The Static Data Maintenance (SDM) template now includes an Enable Screen Recording parameter (Y/N) in the following sheets:
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Generic Tasks
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Team Tasks
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Processes
Compliance
Role-based access controls and retention policies in WFE.
Desktop Process Analytics (DPA) Triggers required to pause or stop recordings when sensitive data appears on screen.
This capability delivers end-to-end traceability, compliance assurance, and actionable insights - helping back office operations improve quality and reduce risk without adding extra effort for quality evaluators.
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CSI Export Job enhanced to use the Generic CSI API to export Task and Task Group statistics
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
The CSI Export Job now uses the Generic CSI API to retrieve Task and Task Group statistics from Verint Operations Manager for Workforce Management (WFM) forecasting.
This enhancement replaces the legacy file-based approach with a modern, secure, and scalable API integration, streamlining data export and supporting automation.
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ActualAttendanceEvent API method enhanced to allow the User ID parameter
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
The ActualAttendanceEvent API method allows you to insert an actual attendance event for an individual in Operations Manager. Actual attendance defines the attendance activities that made up an individual's working day, in contrast to what was expected (planned attendance).
In addition to HostKeyMappings, you can now use the User ID parameter in the ActualAttendanceEvent API method to directly map the user you want to insert an actual attendance event for.
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API Key rotation and management within Verint Operations Manager user interface
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
Administrators can manage API Keys within the Verint Operations Manager user interface or using API endpoints. Go to System. Select Integration Services, then select API Keys. In this area, you are able to:
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Create ISREST and OData API Keys
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View a specific key and its details (such as the value, issue date, and expiry date).
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Copy a key
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Revoke a key
Use the APIKeyExpiryDays global constant to configure the number of days before an API Key expires.
Previously, Support manually carried out these tasks, which was time-consuming, prone to delays, and introduced the risk of human error. Automating API Key rotation streamlines the process and enhances security as the actions are fully audited in the System Audit report.
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CSI Team Task Adapter
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
The CSI Team Task Adapter allows you to export team-task level statistics from Operations Manager as comma-delimited files. Organizations should use this adapter if they do not use generic tasks.
The file can then be imported into Verint Workforce Management (WFM) system and used for forecasting and scheduling.
Once the adapter is installed and configured, it generates extract files as specified in the Job Schedule in Operations Manager. The extraction uses unique identifiers composed of a Team Name and a Task Name.
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Enhancement to validate adjusting Received and Completed datetimes for cases
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
In Adjust Case, we have added validation to prevent invalid adjustments when changing task dates:
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You cannot set the Received datetime later than the earliest Task Start event for the task.
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You cannot set the Completed datetime earlier than the latest Task End event for the task.
These checks ensure that the Actual Time calculation remains accurate and does not exceed the difference between the Received and Completed datetimes.
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Email Integration enhanced to expose Microsoft Email Source ID
Availability: On-Prem | Cloud | Default | November 2025| 2025R3
Microsoft's Email Source ID is now exposed through Email Integration. It can be inserted into a reference field for tasks created from emails using the value: $Header:X-MS-Exchange-CrossTenant-Network-Message-Id$. Exposing the ID allows you to easily search for the corresponding email in other systems.
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In-app resource center
Availability: Cloud | Default | September 2025| 2025R2
The new In-App Resource Center brings all help and learning resources directly into Verint Operations Manager. No more switching between systems - everything you need is now in one place.
What’s included:
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Access the User Guide, training, and product updates in-app
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Real-time updates on new features
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Self-paced learning with Verint Academy
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Automatically enabled after upgrade - no setup required
This update makes it easier to stay informed, improve self-service support, and learn on demand.
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Received Date Node in Allocation tree
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
A new Received Date node has been added to the Allocation Tree between Batch and Case. This groups allocated cases by their Received Date in ascending order (oldest to newest), helping Team Leaders identify who has older work assigned. The update applies to both Team and Department views and supports localized date formatting.
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New icon for Reference 1 in Case Notes
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
There is a new icon for Case Notes Reference 1. Previously, the icon for Case Notes and Case Notes Reference 1 were the same.
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Task Processing Time Dashboard new KPI fields
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
New KPI fields have been added to the Task Processing Time Dashboard to enhance visibility into task performance against SLA targets. These additions support more granular reporting and improved operational insights
New fields in the summary grid
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Volume In Target – volume of cases completed before the target datetime
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Volume Over Target – volume of cases completed after the target datetime
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Task SLA – current SLA and SLA units for the task type (taken from Task not Case Record)
New fields in Task Processing Time / Detail by Skill
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Volume In Target – volume of cases completed before the target datetime for each skill level
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Volume Over Target – volume of cases completed after the target datetime for each skill level
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Restart the Email Integration Service
Availability: On-Prem | Cloud | Admin | September 2025| 2025R2
A new option has been added to Restart the Email Integration service from within the Operations Manager user interface.
The Email Integration service must be restarted to apply newly uploaded configuration files. Go to Integration Services, under System, and select File Upload.
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Enhanced Get Next - Multi-team task allocation
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
Get Next allows users to pull the next task from the unallocated work queue, based on case priority and team-defined allocation parameters. Users can be configured to pull the next most urgent case from either:
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Their Home Team only
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All accessible teams where they have Team Access and the required skill
The new option Get Next (All Teams) retrieves the highest-priority case across all accessible teams.
The benefits to pulling tasks from all available teams include:
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Multi-team collaboration for shared workloads.
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Faster Allocation of Urgent Work - Users can now pull the most urgent task from across all accessible teams , ensuring high-priority tasks are addressed quickly.
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Optimized Resource Utilization - Enables better use of available resources across teams, helping reduce backlogs and balance workloads more effectively.
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Get Next uses System Reference to determine sort order for cases with allocation parameters
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
The Get Next allocation logic has been enhanced to improve task selection when multiple cases share the same priority and allocation parameters. In these scenarios, the system now uses system reference as a final sort criterion, allocating cases in ascending order - starting with the lowest system reference - to ensure consistent handling of equally prioritized tasks.
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Auto-start a task from an external link
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
An enhancement has been made in My Work to automatically start a task running when a user clicks an external task link.
This behavior is controlled by a new team-level setting, External Link Automatic Start, available on the Settings tab in the Teams function. When enabled, the system will start the task running if it is paused or not yet running, following standard Start/Resume Task logic. If disabled, clicking the external link will not trigger the task to start.
Previously, users had to manually start a task to begin time tracking after clicking an external task link, which could lead to missed or inaccurate entries - especially when working with third-party CRM systems. However, automating the process:
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Streamlines workflows
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Eliminates manual errors
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Increases accuracy for SLA management and reporting
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Provides reliable data for forecasting and operational planning
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Sampling method added to Quality Collection
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
In Quality Collection, you can now see the sampling method for cases in the grid. Additionally, the sampling method is shown in the Case Details pane.
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Audit changes to security levels of functions
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
Verint Operations Manager now captures audit records of any changes made to the security level of a function. A new Security Function option has been added to System Audit.
The following information is displayed for before and after the change:
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Security level
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Functional area
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Security function
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View the last time an individual logged into the system
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
You can now see the date and time an individual last logged within the UI and reports. A Last Login field has been added to Individuals and the System Data Extract reports.
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CSI Adapter: Option to include In-Progress Cases in CSI Task Export
Availability: On-Prem | Cloud | Default | September 2025| 2025R2
A new global constant, CSITaskExportIncludeInProgress, has been introduced to allow the CSI adapter to include staff members who are working on in-progress cases - those cases received and allocated during the interval but not yet completed.
By default, this setting is FALSE, meaning the staff count in the CSI export continues to include only staff who have completed cases. When set to TRUE, the export includes staff associated with both completed and in-progress cases.
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Deleting the last case in a multi-case process completes the process
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
Case deletion rules have changed so that deleting the last remaining case in a multi-case process completes the process.
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Processes that contain more than one case are completed when the last case is deleted.
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Processes that contain a single case are abandoned when the case is deleted.
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If a sub-process is completed and the master process has no other active cases, the master process is also completed.
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Upload or download the Email Integration configuration files
Availability: On-Prem | Cloud | Admin | June 2025| 2025R1
You can download, amend, and upload Email Integration configuration files from within the Operations Manager user interface. Go to Integration Services, under System, and select File Upload.
The file is downloaded to your default download location and includes the rules and friendly name. Connection credentials are not included.
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Enhanced views of job history and status in Job Schedules
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
The Job Schedules function has been enhanced to contain more information about when jobs are ran and their outcomes.
The History tab shows the start, end, duration, and status of the selected job.
The Details tab shows all of the configurable options and scheduling information.
In the job schedules grid, jobs are grouped according to predefined categories and you can view the state of a job in the new Status column.
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Cases auto-unpend at the start of their Pend Due Date
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
The automatic job that unpends cases has been enhanced to improve case availability and reduce SLA breaches.
The auto-unpend job used to run at 00:05 and retrospectively unpend cases due the previous day. However, if the Unpend Date was the final day in the SLA, this led to breaches.
To prevent this, the job now looks forwards by default and unpends cases due "Today." This configuration ensures that cases are available to be worked on at the start of their Pend Due Date and within their SLA.
This functionality is controlled by a new global constant AutoUnpendStartOfDay. The global constant accepts the values:
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0 (look backwards to the previous day).
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1 (look forwards for Today). This is the default.
Note: For the original functionality to be reinstated, contact Support.
Example:
A case pended with a Pend Due Date of 23:59 on 12 January will now be unpended at 00:05 on 12 January, rather than retrospectively at 00:05 on 13 January - preserving SLA time and improving operational flexibility.
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Support for future termination dates in AIE Adapter
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
The AIE Adapter, used to synchronise users in WFE with Operations Manager, has been enhanced to respect future termination dates set in WFE User Management. During the synchronisation process, users are only deactivated in Operations Manager when the termination date from WFE is reached. The AIE Adapter ignores the termination date from Operations Manager.
This update ensures that users remain fully active in Operations Manager until their planned termination date, avoiding premature deactivation.
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Logout details recorded in the egwmEvents.EventXML
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
For audit and investigation purposes, more logout event details are captured in the egwmEvents.EventXML data:
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For manual log out actions:
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who performed the action (individual, another user, the system, and so on),
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and which option was selected (Stay Available, Go Unavailable, End of Day, and so on).
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For auto log out actions:
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which job performed the action (for example, Agent job or a rebuild),
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and the reason (Time out, Outside of planned attendance, End of Day, and so on).
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Automatic removal of task and sub-process links when a team task is disabled
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
Team tasks have been enhanced to automatically delete any task or sub-process links when a team task is disabled. Previously, you had to remove the links manually when performing the action.
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Pend Reasons added to Case History and Case Enquiry
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
In Case History and Case Enquiry, you can view when a case is pended and unpended. An enhancement allows you to view the pend reasons associated with pended cases in Case Enquiry and pend events in Case History.
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Process-level Capacity Planning with weekly and yearly historical volume averages
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
Capacity Planning at the process level now supports the use of weekly and yearly average volumes, in addition to the existing Historic Volumes option.
This enhancement brings process-level planning in line with task-level capabilities, enabling planners to create more accurate forecasts based on historical trends. By leveraging weekly and yearly averages, teams can improve resource allocation, reduce manual adjustments to plans, and make data-driven capacity planning decisions.
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New Integration Services REST API method: TaskImmediateAllocate
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
The ISREST API has a new method to improve efficiency by increasing response times to high priority cases and reducing manual task assignment.
TaskImmediateAllocate automatically assigns high-priority tasks to a skilled and available individual. You can also choose to automatically set the status of the task to "Running."
If there are no skilled or available individuals, a 503 Service Unavailable response and error message are returned.
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Integration Services REST API supports OAuth 2.0 authentication
Availability: On-Prem | Cloud | Default | June 2025| 2025R1
ISREST supports the industry standard protocols OpenID Connect and OAuth 2.0.
To consume the ISREST API in the cloud platform, ask Verint to register your app or service in our authorization server and subscribe to the API. Verint will then provide you with the information required to retrieve an access token to authenticate your API calls using OAuth 2.0.
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Pend Reasons now included in the Case Audit report
Availability: On-Prem | Cloud | Default | February 2025| 2024R4
When a pend reason is amended (created, updated, or deleted) through the Pend Reasons dialog, the change is audited for the Case Audit report.
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Standard effectiveness enhanced to over 100% in Capacity Planning
Availability: On-Prem | Cloud | Default | February 2025| 2024R4
In Capacity Planning, you can now enter values up to 999.99 in the Standard Effectiveness % field under the Planning tab.
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Hours Pended and Hours Unpended fields now editable in Capacity Planning
Availability: On-Prem | Cloud | Default | February 2025| 2024R4
Under the Planning tab in Capacity Planning, the Hours Pended and Hours Unpended fields can be edited. Allowing users to edit these fields means that when the data fluctuates, the values can be adjusted so that the capacity plan remains accurate.
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Switch between standard and earned time in Capacity Planning
Availability: On-Prem | Cloud | Default | February 2025| 2024R4
All hours fields are displayed as either Standard Hours or Earned Hours based on the new dropdown menu. The Total Hours Received (Earned) row has been removed from the grid and the chart.
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Filtering added to My Plans and Other Plans tabs in Capacity Planning
Availability: On-Prem | Cloud | Default | February 2025| 2024R4
To improve user experience when dealing with long lists of plans, the My Plans and Other Plans tabs have been enhanced to add the ability to filter and group the grids.
An Owner column has also been added to Other Plans to show who created each capacity plan.
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Option to display demand for non-working days in Capacity Planning
Availability: On-Prem | Cloud | Default | February 2025| 2024R4
There is now a switch to Display demand on non-working days for team and department level capacity plans. If the historic data used to generate the plan has work received on a non-working day, the work is populated as demand on the corresponding non-working day(s) in the capacity plan.
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Aged Analysis tab enhancements
Availability: On-Prem | Cloud | Default | November 2024| 2024R3
The Aged Analysis tab of the Team Meeting dashboard shows the current aging of all tasks worked by the selected team. Several enhancements have been added to the Aged Analysis tab, including:
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Renaming filter labels to better reflect their function
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Adding a Pended option to Case Status (formerly Report Basis)
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Allowing you to configure the ageing periods
New filter labels
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Old filter label |
New filter label |
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Work |
SLA Status |
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Backlog |
Over Target |
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Due |
In Target |
Ageing Periods dialog
The dialog is accessed through a cog icon above the chart. The grid is populated with the current values for each ageing period in days. You can configure the beginning and end of each period by altering the range.
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SLA Status filter added to Case Enquiry
Availability: On-Prem | Cloud | Default | November 2024| 2024R3
A filter has been added to Case Enquiry which allows you to filter cases based on their SLA status. The filter options are:
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All Cases (default)
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In Target
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Over Target
The SLA status filter returns both Outstanding and Completed cases.
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Clearing duplicate alerts
Availability: On-Prem | Cloud | Default | November 2024| 2024R3
Alerts that are set to occur frequently can inundate people. For example, if an alert runs every five minutes, many notifications can go unacknowledged and build up in the inbox. To address this, duplicate alerts are now suppressed as follows:
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All alerts read: If all alerts are read, a new duplicate alert is allowed to enter the inbox.
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Unread alert identified: If an unread alert is in the inbox and a duplicate arrives, the old alert is deleted, and the new alert with the latest time stamp is retained.
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Multiple unread alerts: If there are multiple unread alerts of the same type, they must have differences that make them unique.
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Task Processing Time dashboard enhancements
Availability: On-Prem | Cloud | Default | November 2024| 2024R3
The Task Processing Time dashboard allows you to monitor and analyze the actual hours recorded for each task type in a team, department, or organization. A further drill-through to a detailed view is available showing the data for each task broken down by skill level. Teams, departments, and organizations can be selected in the collapsible sidebar to the left of the grid.
Several enhancements have been added, including:
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Maximizing and minimizing chart/ grid areas
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Panning and zooming on charts
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Identifying outlier points on the chart in red
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Changing Exclude Out of Service Tasks to be off by default
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Viewing task data across multiple teams
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Updating Optimum Unit Time in bulk for multiple tasks and teams
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Exporting grid data in summary and detail views
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Preplanned allocation based on tiered priority and Allocation Roles
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
Preplanned allocation lets you schedule cases at the point of receipt (by integration or within the UI). Scheduled cases can be allocated to individuals based on the scheduled date and time of the case and the Allocation Role of the individual.
Allocation Roles are used to link individuals to scheduled cases. Each task type used for scheduled cases is assigned to an Allocation Role. Similarly, individuals can be assigned to an Allocation Role at a Primary, Secondary, or Tertiary level.
An Allocation Profile is set up to use preplanned allocation by selecting the Work Scope by Allocation Role.
Scheduled cases must be defined (by a special task type) as either Live or Non-live. This affects how WAB allocates the cases.
When allocating in preplanned allocation mode, WAB uses the following rules:
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It allocates scheduled cases to individuals with the highest level of Allocation Role (that is, Primary > Secondary > Tertiary) and highest availability first.
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A scheduled case can only be allocated to an individual if they have Planned Available Attendance applied for the duration of the case.
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A scheduled case cannot be allocated to an individual if its duration overlaps that of another scheduled case already allocated.
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When allocating Live cases, WAB must allocate them at their scheduled date and time. The Scheduled Date and Time is stored in Reference Field 4 of each case.
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When allocating Non-live cases, if the case cannot be allocated at its current scheduled date and time, WAB may fit the case into an available gap in an individual’s schedule.
The Scheduler function has been enhanced to allow you to view and manage the scheduled cases allocated to individuals within a team. Using this function you can:
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Clearly see which scheduled cases have been allocated to each individual.
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Deallocate scheduled cases for either a single individual or all individuals.
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Run a preplanned Allocation Profile to allocate scheduled cases.
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Allocation Schedules support department level pre-planned allocation
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
Allocation Schedules allow you to create a scheduled job that runs one or more allocation profiles.
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Manage quality rework reasons at team level
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
When a task fails a quality check and is flagged for rework, a reason for the revision must be assigned. You can assign reasons to the specific teams that use them, thus avoiding the need to navigate a centralized list of inapplicable items. Rework reason assignment can be done in two ways: by Rework Reason or By Team. Rework reasons can be assigned at the team level to ensure that each team only sees the reasons they use, reducing the risk of accidentally selecting the wrong reason.
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Option to schedule recurring tasks for first/last day of the month
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
When setting the monthly frequency of a recurring task, you can schedule it to be created on:
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Date
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First Working Day: a recurring task is created on the first working day of each month until the specified end date (if one is set). Meaning that if the first day of the month falls on a non-working day (for example, a weekend or holiday), the task is scheduled for the next working day.
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First Day: a recurring task is created on the first day of each month, regardless of whether it is a working day or not. Tasks continue to be created until the specified end date (if one is set). So, even if the first day of the month is a weekend or holiday, the task is still scheduled.
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Last Working Day: a recurring task is created on the last working day of each month until the end date (if one is set). If the last day of the month falls on a non-working day, the task is scheduled for the previous working day.
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Last Day: a recurring task is created on the last day of each month, regardless of whether it is a working day or not.
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Quality tab added to the Team Meeting Dashboard
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
The Quality tab allows team leaders and managers to review the details of quality checks that are outstanding on each day. Information is presented in a grid and trend chart, showing the volume of outstanding quality checks and the quality score percentage for each day, over the last seven days, for the quality module selected.
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Trend profiles can be applied to capacity plans
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
Capacity plans model scenarios and predict how future demand (planned task and process volumes) can be met by expected resources. Capacity plans are based on historical data and offers limited manual adjustments. However, trend profiles offer a new way to adjust planned volume by applying a percentage increase or decrease across a number of periods(day, week, or month). For both team and department plan types, capacity plans can be created at a task level or at a process level.
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Task Processing Time dashboard task unit time updates audit trail
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
Updates to task unit time from the Task Processing Time dashboard are now audited. Changes can be seen on the History tab under Team Tasks.
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Archiving / Purging history report
Availability: On-Prem | Cloud | Default | July 2024| 2024R2
The Archiving / Purging History Report visualizes aged data which has been archived or purged over a defined period displayed on a bar chart. It can be accessed by navigating to Archiving under System and selecting History. The default date range shows the data for the previous 30 days. However, you can customize the date range using the To and From pickers. You can select the toggle radio button to show the following:
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Data archiving runs — preserve historical records for future reference.
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Archive purging runs — obsolete data is removed.
The grid shows (Run Date, Iteration, Records Deleted, Start Date, End Date, Duration, Status). Run Date rows can be expanded to show details of all iterations for selected Run Date.
Access to the Archiving Run history is controlled by Security function System: Archiving Run History.
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OData: AllocationRoleId added to vODVGenericTaskDetail
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new field, AllocationRoleId, has been added to the vODVGenericTaskDetail entity to represent the Allocation Role ID associated with the task.
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OData: AllocationRoleId added to vODVTask
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new field, AllocationRoleId, has been added to the vODVTask entity to represent the Allocation Role ID associated with the task.
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OData: DateTimeScheduled added to vODVCaseRecord
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new field, DateTimeScheduled, has been added to the vODVCaseRecord entity to represent the date and time in UTC for when the task is scheduled.
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OData: ApplicationGroup and Productivity flags added to vODVDPAApplicationUsage
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
New flags, ApplicationGroup and Productivity, have been added to the vODVDPAApplicationUsage entity. ApplicationGroup represents the group the application belongs to and Productivity denotes whether the application has been set as a Work Related Application.
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OData: MicrosoftTimeZoneId added to vODVTimeZone and vODVTeam
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new field, MicrosoftTimeZoneId, has been added to the vODVTimeZone and vODVTeam entities to represent the standard name used by Microsoft for the time zone.
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OData: New vODVAllocationRoleAssignment entity
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new entity, vODVAllocationRoleAssignment, has been added to act as a link between the Allocation Role and Staff entities.
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New user interface to configure Archiving
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new self-serve archiving feature has been added, enabling you to configure data archiving directly through the User Interface. You can now configure archiving for the following data groups:
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attendance
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audit
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reporting
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case
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staff
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tasks
Access to the Archiving Configuration function is governed by a new security function: System: Archiving.
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Open case in Allocation from Task Target Date alert
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new option, Open in Allocation has been added to the shortcut menu for a Task Target Date alert in the Individual Alerts function. This option opens the Team Allocation function with the case ready for allocation.
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Update individual’s skill directly from alert
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
A new option Update Skill to Target Skill Level, has been added to the shortcut menu for a Skill Target alert in the Individual Alerts function. This option allows you to update the skill level of an individual to the target skill level, only if their current competence the task matches the current skill level.
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Improvements in validation to aggregate capacity plans
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
When you create an aggregate capacity plan, Capacity Planning ensures that only one plan per team can be added to that aggregate plan.
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Non-working days shown when same for all teams in department
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
For Department capacity plans, a day is now shown as a non-working day, only if it is a non-working day for all the teams in the department.
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Changing team plan reflected automatically in aggregate plan
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
If you make a change to one of the teams plans in an aggregate capacity plan, those changes are updated automatically in the aggregate plan when you return.
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Team Performance report can now be generated for multiple teams
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
The Team Performance report has been enhanced to allow users to generate the report for multiple teams.
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Quality Assurance Detail report now includes name of quality checker
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
The Quality Assurance Detail report has been enhanced to now include the name of the individual who performed the quality checking.
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Tighter restrictions on ability to change Task volume
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
The ability to change the task volume on Start New Task, Case Receipt, Book Out, Bulk Case Receipt, and Scheduler now requires a security function. Individuals now require the Case: Change Volume security function to make changes to the Task volume on any of these functions.
This requirement ensures that only frontline employees with the relevant access can adjust the volume for a task, enhancing data accuracy, and preventing data manipulation.
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Supervisors imported from WFE assigned to Management Unit
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
If a user imported from WFE is a supervisor, they are assigned a Manangement Unit and editing restrictions are placed on that Individual. This allows an imported individual to be displayed at their supervisor level within the Organisation Hierarchy function.
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External links copied to quality checking tasks
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
Where external links exists against a case that has been sampled for quality and quality checking tasks are created using a Quality Step, any external links on the original sampled task are now copied to all the checking tasks.
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Tooltips on pend icons
Availability: On-Prem | Cloud | Default | May 2024| 2024R1
In Allocation (Team), Allocation (Dept), and Case Enquiry functions, when the user hovers over any of the icons in the Pend column a tooltip is displayed describing the function of the icon.
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Pend Service Type |
Tooltip Text |
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Out of service |
Pended out of service and within Pend Due Date |
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In Service |
Pended in service and within Pend Due Date |
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Out of service |
Pended out of service and due today |
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In Service |
Pended in service and due today |
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Out of service |
Pended out of service and overdue |
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In Service |
Pended in service and overdue |
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N/A |
Previously pended |
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Task events added to Timeline dashboard (January 2024, 2023R4)
The Timeline dashboard has been enhanced to allow for analysis of application usage v task. The Timeline dashboard allows you to view the task activity for an individual over a day, and if configured for Desktop Process Analytics (DPA), you can view which applications are being used by individuals to complete the tasks. Each task and application is shown as different blocks. The colour of the task blocks are configurable in the Team Task or Generic Task functions.
When zoomed out, the colour shown in each time slot is the colour of the task that took most of the time within that slot.
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Case Receipt and book out multiple cases with Bulk Case Receipt (January 2024, 2023R4)
A new Bulk Case Receipt function has been added which allows you to case receipt and book out multiple cases. This function can be useful to create and book out work in bulk retrospectively, for example, at the end of a day, to record all work done that day.
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Indicator of task running within batch on Allocation tree (January 2024, 2023R4)
An enhancement has been made to the Allocation tree to display the running icon against any batch that contains at least one running case. Previously, a running task was marked in the allocation tree with a running icon, but was not immediately visible if that node of the tree was collapsed.
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Process information for Start New Task (January 2024, 2023R4)
The Start Task functionality has been enhanced to allow you to start a new task quickly with the correct process and case reference information. If the task is a Start Task, when you start it, the case information is already populated. If the task has no case reference information associated with it, the new Start Task dialog is available for you to add it, including specifying the Process to start running.
Enhancement to Deletion of sampled cases (January 2024, 2023R4)
When a sampled case is deleted from Quality Collection, if there are any related Quality Checking tasks and Quality Steps, they also get deleted along with the sampled case.
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Protection added for system admin user (January 2024, 2023R4)
An enhancement to the Individuals function means that the system admin user (Id=1) cannot be deleted or amended.
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Skilled Resource tab added to the Team Meeting dashboard (October 2023, 2023R3)
The Skilled Resource tab allows Team leaders and managers to monitor the amount of outstanding hours and the available time in a team, at each skill level for each task type. The data is shown as a grid, which shows all tasks, grouped by task type, with an aggregated chart for each task type.
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Search added to the Allocation tree (October 2023, 2023R3)
The ability to search for cases has been added to the tree view in Allocation (Team) and Allocation (Department).
The search operates across the following fields:
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Team: Team ID, Team Description
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Individual: Staff Number, Forename, Surname
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Case: System Reference, Reference 1 – 8, Process Id, Process Description, Task Id, Task Description, Received Date and time, Target Date and time
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Batch: Batch Date, Batch Number
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Allocation Availability check by target team (October 2023, 2023R3)
When manually allocating cases to an individual, OM checks that the individual has enough remaining availability in the day for the team to which the cases belong.
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If they have enough available time to receive the cases, the allocation is allowed.
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If they have available time applied for the team, but not enough remaining to receive the cases, OM prompts to allow overallocation.
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If they have no available time applied for the team on that date, the allocation is not allowed.
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Allocation Visualisation of Availability (October 2023, 2023R3)
A new chart has been added to the allocation tree to provide a visualization of the availability of an individual to be allocated work for a team. It displays the Available Hours remaining vs Earned Hours Allocated for that date.
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Import and export volume data from a capacity plan (October 2023, 2023R3)
You now have the ability to export task and process volumes, amend them, and reimport them to update the Capacity Plan. The Volumes option is available on the Process tab, for process level plans, and the Task tab for Task level plans.
When importing process volumes, the corresponding task volumes are updated accordingly.
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Separate security for Team Meeting dashboard (July 2023, 2023R2)
Previously, the Team Dashboard and Team Meeting dashboard both use the same security function. Now each dashboard has its own security function.
Access to the Team Meeting Dashboard is now controlled by the security function: Dashboard: Team Meeting Dashboard.
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Enhancements to Team dashboard (July 2023, 2023R2)
The following enhancements have been made to the Team dashboard:
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Work Progress Chart
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You can use the Show Outstanding options to view outstanding as:
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Total – all outstanding cases
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Workable – all outstanding cases that are not currently pended
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Allocated - all outstanding cases that are currently allocated
For each of the options you can view All cases, Cases In Target, Cases Over Target or Cases Due Today.
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The Outstanding (Forecast) line has been amended to include an estimate of the work still to be received for the rest of the day. The line now indicates the expected outstanding for the rest of today including the (Same Day Demand – Hours received today) across the remaining time slots of the day.
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Work Chart
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The following items have been added to the Work Chart:
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Received (Standard) – The standard hours received on the date.
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Outstanding (Standard) – The standard hour outstanding at the end of day for the date.
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Completed (Standard) – The standard hours completed during the date.
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Completed (Earned) – The earned hours completed during the date.
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Pended (Standard) – The standard hours that were pended on the date.
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New Performance Trend chart
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A new performance trend chart replaces the existing Team Locations widget. This chart shows a 7-day trend of the following measures
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Standard Effectiveness
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Earned Effectiveness
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Actual Effectiveness
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Efficiency
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Available %
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Unavailable %
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New Task Processing Time dashboard (July 2023, 2023R2)
A new Task Processing Time dashboard has been added that allows you to monitor and analyze the actual hours recorded for each task type in a team.
For each task in the team, the dashboard analyzes the actual time recorded by individuals for each skill level. It then determines the average actual time recorded and provides a suggested optimum unit time.
When you select a task in the grid, Operations Manager displays the actual time of the cases completed within the date range in the chart above the grid. These actual times are plotted against the Average Actual Time, Optimum Unit Time, and the Upper and Lower Control Limits.
If required, you can select to push the suggested optimum unit time to the task as the new unit time.
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Grid hierarchy view for quality attributes (July 2023, 2023R2)
A new grid view hierarchy has replaced the tree view control in Quality Attributes. Not only do you now have the ability to search for quality attributes in the hierarchy but performance is also greatly improved when there are a large number of attributes to display.
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Quality Results on Rework Information (July 2023, 2023R2)
The Rework Information dialog has been enhanced to allow you to view the Quality Results for the original case for which the rework case was created. This information can be viewed on the new Quality Results tab on the dialog.
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Case Details on Quality Collection (July 2023, 2023R2)
You can now view and access the full Case Details and Related Cases information for a selected case on the Quality Collection function.
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Chart added to Capacity Planning (July 2023, 2023R2)
A chart has been added to Capacity Planning to provide a graphical view of the data. From the chart, there are options to view Performance, Supply, Demand, or create a Custom view.
The Custom option allows you to build your own chart, selecting the data you want to see.
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Actual Attendance Upload (July 2023, 2023R2)
The File Upload function has been enhanced to allow you to import actual attendance information.
Two new options have been added to the File Upload function to allow you to:
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Download the new template for Actual Attendance information.
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Upload the completed template to import actual attendance information.
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New security for Completing Individual fields (July 2023, 2023R2)
A new security function has been added to control access to the Home Team and Completing Individual fields on the Adjust Case function.
Administration: Adjust Case Completing Individual
The default level for this security function is 6 (Team Leader).
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End of Day Status tab for Team Meeting dashboard (April 2023, 2023R1)
A new End of Day Status tab has been added to the Team Meeting dashboard. This tab shows the estimated / predicted outstanding at the end of today for each task type. You can also view a 30-day trend of this information.
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Enhancements to the Team Meeting dashboard (April 2023, 2023R1)
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Performance tab
Any filter selections made on the grid are saved on exit.
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Plan tab
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The line on the chart has been updated to show the value of the following calculation:
(Outstanding from previous EOD + Due out of pend that day + Same Day Demand) - Available Hours for that day.
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The tooltip on the chart now shows the full calculation on each point of the line.
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The chart nows displays 7 days - the current day plus the next six days.
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Task grouping added to Aged Analysis tab
Tasks in the Task field hierarchy on the Aged Analysis tab of Team Meeting dashboard are now organized by Task Group. Tasks with no Task Group assigned are organized together under No Group.
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New Planned Attendance Change Alert (April 2023, 2023R1)
The Planned Attendance Change alert fires when a change is made to planned attendance of an individual. This new alert, when it fires, creates an alert in the Individual Alerts function. The alert groups all changes made to planned attendance for the individual for all future dates and is shown as a single alert.
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Identify planned attendance sources (April 2023, 2023R1)
On Planned Attendance, all recurring activities are identified by an icon and the source added in the tooltip for the activity.
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Current running actual attendance activity displayed for Individuals on Team Today (April 2023, 2023R1)
On the Team Today widget of the Team Dashboard, the current running actual attendance activity for all individuals in the team is displayed. Team Leaders need to view this info for all individuals in the team at once.
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New security function Department Allocation: Allow Department Team Access has been added (April 2023, 2023R1)
A new security option called Department Allocation: Allow Department Team Access has been added. This security option grants an individual access to all teams within the selected department as follows:
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If a user has access to both Department Allocation and this new security feature:
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They can access any department in which they have access to one or more teams.
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While in Department Allocation, they are granted full team access to the teas within the selected department.
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If a user has access to Department Allocation, but does not have access to this new security function, they can only access departments in which they have access to all teams.
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FTE to be displayed on capacity plans (April 2023, 2023R1)
On the Planning, Today and Resource tabs of Capacity Planning a Show hours as FTE switch has been added to switch between showing hours data as hours or as FTE.
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