New Transaction ID filter in Advanced Search
Availability: On-Prem | Cloud | Default | August 2025 | C34
We've added a new Transaction ID filter in the Advanced Search. The Transaction ID is a unique identifier for interactions, available via APIs and system logs. With this new filter, you can now quickly locate interactions for troubleshooting and analysis.
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Evaluation Dispute Management
Availability: Cloud | Verint | August 2025 | C32
Evaluation Dispute Management provides a structured and transparent process for employees to dispute evaluation results if they believe one or more questions in an evaluation were answered incorrectly.
When a dispute is submitted, the evaluation is sent to a designated resolver who reviews each disputed answer. The resolver can either accept the dispute, updating the answer accordingly, or reject the dispute, leaving the original answer unchanged. After all disputed answers are resolved, the evaluation is submitted again, and the score is automatically recalculated if applicable.
Key updates
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New evaluation statuses: Lets you track evaluations by dispute status.
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Predefined evaluation folders: Organizes evaluations by dispute status.
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New folder aging alert rule: Set up a rule to notify employees when a disputed evaluation remains in the same status for too long.
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Redesigned Form Fillout area and Flag Manager: For more information, see UX/UI enhancements in Quality Management.
New user privileges
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Send for review: Allows users to submit evaluations and send them to employees for review.
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Review: Allows users to review evaluations and submit disputes.
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Resolve: Allows users to review and resolve disputed evaluations.
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Set maximum search results
Availability: On-Prem | Cloud | Default | June 2025 | C24
You can now limit the number of items to retrieve in interactions, evaluations, and assessments searches:
In the Interactions tab in your Preferences, you can set a limit that applies to all your searches and overrides the system default.
In the Display Options tab of an Advanced Search, you can set a limit that applies to the current search and overrides both the system default and the limit in your Preferences (if configured).
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Download evaluations and assessments to an accessible PDF file
Availability: On-Prem | Cloud | Default | May 2025 | C22
You can now download evaluations and assessments to a PDF file that supports WCAG accessibility standards.
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Passing score
Availability: Cloud | Verint | April 2025 | C18
You can now assign a passing score to Yes/No questions in evaluation forms. If a question scores below its passing threshold, the question—along with its associated section and category—is marked as failed.
We've also added a new Failed Evaluations alert rule that automatically sends an email notification and/or creates a coaching session when an evaluation contains one or more questions that failed due to scoring below the passing threshold. Both the email and the coaching session display the list of failed questions for easy review.
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Ask a question
Availability: On-Prem | Cloud | Verint | December 2024| C49
Quality Bot now supports Ask a question, which answers the questions in your automated evaluations semantically using AI capabilities. By leveraging the power of AI, you can optimize the accuracy of the answers in your automated evaluations to better reflect the performance of your employees. The Ask a question feature allows you to simply ask a question without including exact words or phrases that might appear in the interaction transcription.
If Quality Bot is enabled in your organization, the By Examples feature will be deprecated.
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Detached Player
Availability: On-Prem | Cloud | Default | September 2024
You can now detach the Player to review interactions in a separate window while performing other tasks in the portal. When the Player is detached, you can play back interactions in the portal or in the detached Player. The detached Player has all the same features as the Player in the portal, except for the Tags and Transcriptions tabs which are only available in the portal.
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New web-based Form Designer
Availability: On-Prem | Cloud | Verint | September 2024
The Web Form Designer introduces an enhanced and easy-to-use interface that lets you create and manage evaluation and assessment forms directly in the WFE portal. The Web Form Designer replaces the desktop version, while preserving all the key features and capabilities that you are familiar with.
Watch this short video to discover what's new in the Web Form Designer:
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Export screen capture as MP4 in Project Rules Manager
Availability: On-Prem | Cloud | Verint | June 2024 | C25
When licensed to use Interaction Data Export with Processing from Project Rules Manager, choose from new media types for Screen media. To see the new options, users must be assigned to the Export screen capture as MP4 role privilege. Choose from the following new options:
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Portable combined with Audio (AAC+H.264/MP4): Combines audio and screen as a portable MP4 format that you can replay using any application that supports MP4.
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Portable (H.264/MP4): Exports screen as a portable MP4 format that you replay using any application that supports MP4.
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New 'Indexed Entities' in Assessments and Evaluations models in Ad Hoc reports
Availability: On-Prem | Cloud | Default | June 2024 | C23
Added new entity 'Indexed Entities' to the Ad Hoc reports Assessments and Evaluations models. The new entity includes folders for indexed forms and indexed groups. To optimize report performance when using the Assessments or Evaluations models, use the new indexed forms or indexed groups to filter reports.
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New look and feel in Interactions workspaces
Availability: On-Prem | Cloud | Default | March 2024 | C13
Several areas in the Interactions application have a refreshed look and feel, offering an enhanced and modern user experience while maintaining current functionality.
The new look and feel is available in the following areas:
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Quick Search
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Advanced Search
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Search Results
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Inbox
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Flags
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Predefined Views
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Automated Answer Rules
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Hide evaluator name in evaluations
Availability: On-Prem | Cloud | Admin | December 2023 | C52
A new Hide Evaluator Name in Evaluations privilege was added to restrict leaders who have scope over organizations or groups from viewing evaluator names. When assigned, leaders who also have the Search for Evaluations Made by Leaders of My Group(s) privilege cannot filter evaluation searches by evaluator name (the Evaluated By search filter is unavailable), and cannot view evaluator names in the search results or in the Fillout area.
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Rule Details pane in Project Rules Manager
Availability: On-Prem | Cloud | Default | February 2023 | C08
The Project Rules Manager now has a Rule Details pane, allowing you to view the status of your rule.
For Interaction Analytics Export and Interaction Data Export rules, the Rule Details pane also displays details of the last processed interaction and a breakdown of the rule progress.
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Dual volume control in streaming Player
Availability: On-Prem | Cloud | Default | January 2023 | C02
The streaming Player now supports dual volume control. Using the left and right volume bars, you can adjust the volume of each side of an interaction.
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