What's new in Engagement Data Management

Rule Details in Project Rules Manager

Availability: On-Prem | Cloud | Default | October 2025 | C41

Improvements are made for what is shown in the Rule Details pane after selecting a rule:

Overall interaction status for each rule action.
Number of recently processed interactions for the past hour and for the previous number of elapsed days since the rule start date, for up to 365 days.
Rule processing watermark has been removed as it did not accurately identify the progress of the rule.

Manage extensions based on capture source type

Availability: Cloud | Admin | Admin | September 2025 | C40

When managing extensions for capture sources, the configuration method used to manage extensions depends on the type of capture source in use.

Single capture source configuration: Create the extension on the single capture source.
Clustered configuration: Create the extension on the parent capture sources. A Clustered configuration is a group of related switch-specific data sources. For example, data sources for Genesys Business Continuity and Mitel SRC. Extensions are added to the parent data source.
Collection configuration: Create the extension on the child capture sources. A Collection capture source is a container-type capture source that contains switch-specific child sources. For example, when using SIPREC to capture multiple data sources. Extensions are added to the child data sources.

When using a clustered or single capture source configuration	When using a collection configuration

Capture Rules Now Automatically Update When Employees Are Deleted

Availability: Cloud | Admin | Admin | September 2025 | C38 & 1132

Previously, when an employee assigned to a Capture Rule was deleted from the system, the Scope section of the rule details pane displayed the deleted employee. To ensure the rule behaved as expected, administrators had to manually edit the rule to remove the undefined employee account.

Now, deleted employees are automatically removed from related Capture Rules, eliminating the need for manual updates.

Trigger-based recording in Teams

Availability: On-Prem | Cloud | Admin| August 2025 | C34 & 1134

Microsoft Teams introduces Selective Recording Mode, offering a dynamic and targeted approach to capturing conversations based on specific triggers rather than default automatic recording. Unlike full compliance mode, this feature enables recording through predefined rules, RIS API calls, or AIM events allowing organizations to capture only essential interactions. This selective approach reduces unnecessary data storage, enhances operational efficiency, strengthens security, and ensures alignment with regulatory requirements.

Capture customer conversations only from Genesys Engage Phones

Availability: Admin | Admin | August 2025 | C34 & 1134

The Verint integration for Genesys Engage phone now supports selective customer audio recording in Session Border Controller (SBC) SIPREC environments. Verint can capture audio only when customers are actively speaking with agents, while segments such as internal calls, holds, and consultations are excluded. The result is cleaner, more focused recordings that enhance compliance, training, and analysis efforts.

To enable this feature, contact Support and request configuration of the new advanced keys for your Genesys Engage data source.

Trigger-based recording in Teams

Availability: On-Prem | Cloud | Admin| August 2025 | C34 & 1134

Automatic stereo mixing for EDM interaction ingestion

Availability: On-Prem | Cloud | Admin| August 2025 | C34 & 1134

This feature allows the system to automatically merge two single-channel audio files typically representing distinct speaker tracks into a single stereo file during the ingestion process. In the resulting stereo output, one speaker’s audio is directed to the left channel, and the other to the right, enabling clearer separation between voices. This enhances audio clarity, improves the playback experience, and facilitates more effective analysis and review during interaction processing.

Microsoft Teams SIPREC only compliance recording

Availability: On-Prem | Cloud | Admin| July 2025 | C32 & 1132

Customers who are reluctant to provide Microsoft API access for Microsoft Teams recording now have a SIPREC-only audio recording integration available. This solution can be used to record from customers SBC's using SIPREC without relying on CTI or Microsoft’s native compliance recording APIs. This simplified setup offers a lightweight and API-free method to record for compliance.

Augmented monitoring capabilities for Cisco Webex Calling with screen activity capture

Availability: On-Prem | Cloud | Admin| July 2025 | C30 & 1130

Customers leveraging an Enterprise Data Management (EDM) capture solution with Cisco Webex Calling can now record agent screen activity in addition to voice interactions. This added functionality delivers richer visibility into agent workflows and strengthens efforts around compliance, training, and quality assurance.

Enhance Omnichannel service with Dynamics 365

Availability: On-Prem | Cloud | Admin | June 2025 | C28 & 1128

Using Verint EDM, customers can capture screen and audio (post-call) for voice calls from Microsoft Dynamics 365 Omnichannel for Recording Management and Quality Monitoring, helping organizations enhance service quality, monitor interactions, and support compliance.

Import and export Application Data Sources

You can now export and import Application Data Sources, making it easier to back up, share, and quickly create multiple data sources in bulk.

The enhancement supports importing and exporting any Application Data Source. Since each Application Data Source has unique parameters, the process uses the CSV file format. Export is available to users that have the View Data Sources privilege, and import is available with the Edit Data Source privilege.

Microsoft Dynamics capture integration

A new Application capture source is available to support interaction capture from Microsoft Dynamics Omnichannel cloud applications.

Microsoft Dynamics 365 Omnichannel for Customer Service is a unified platform that enables businesses to engage with customers across multiple digital channels—such as chat, voice, SMS, and social media—while providing agents with AI-powered tools and supervisors with real-time insights to enhance service efficiency and customer satisfaction.

Manage retention rule campaign conditions

Availability: On-Prem | Cloud | Admin | June 2025 | C26

Customers can now easily add, modify, and remove conditions within their retention rules, providing greater flexibility and control over data management.

View completed and expired rules in Project Rules Manager

Availability: On-Prem | Cloud | Default | June 2025 C26

From Project Rules Manager (PRM), you can switch the display of expired and completed rules in the rules grid. This option enables you to view, for historical purposes, all rules with a status of expired or completed from the past six months (180 days). When cleared, the rules are not shown.

An expired status applies to rules with an optional end date defined and more than 30 days have elapsed since the end date. For expired rules, the check box to enable or disable the rule is not available.
A completed status applies only to Delete Interactions (GDPR) rules. For completed rules, the check box to enable or disable the rule is selected and cannot be changed.

Project Rules Manager rules grid

Control redaction and morphing using recording rules

Verint Enterprise customers can now enable Redaction and Morphing directly within their Recording Rules, allowing for more selective application of these features.

Previously, these capabilities could only be enabled at the Data Source level, which meant all calls from a given source were affected. With this update, administrators can now configure Redaction and Morphing at the rule level, providing greater flexibility and control over which interactions are processed.

This enhancement applies only to real-time recordings and does not affect post-call ingested recordings. It is intended for on-premises environments. Verint Cloud customers already have access to these capabilities using the Capture Rules wizard.

Recording rules page with redaction and morphing highlighted.

Enhanced audio recovery in Cisco Webex Contact Center (June 2025, C24)

This feature is enabled by default

Cisco Webex Contact Center Audio Ingestion now provides the ability to recover Interactions that were missed due to failures such as absence of call metadata or recording files during ingestion, extended adapter or service unavailability, or inability to retrieve the most recent accessible watermark. The call recovery process finds missing interactions by comparing the interaction data in Verint with the contact records in Webex Contact Center. Missing audio interactions are then downloaded from Webex Contact Center to Verint. This process can be invoked manually for a specific time period or run automatically.

Expanded multi-party call capture in Verint EDM (May 2025, C22)

This feature is enabled by default

Customers of Verint EDM can capture multi-party calls from Amazon Connect—including external consultative calls—when Amazon’s Multi-Party Calls and Enhanced Monitoring for Voice feature is enabled. To capture external consultative calls, configure a dedicated queue and contact flow in Amazon Connect for each external number. This enhancement lets Verint capture all call parties and the full customer interaction—including hold and consultation segments—without requiring any additional setup in Verint EDM.

Enhanced API Key Management: User-scoped API keys

You can now create custom API keys and generate an API key for specific users. These enhancements make your system more secure and compliant with important security standards like PCI DSS 4.0 by using multi-factor authentication. This update simplifies control over user permissions and enhances the user experience by providing access tailored to individual needs.

In Verint Cloud and Verint Enterprise, when you create an external or custom API key you configure the key to authenticate all employees or a single employee of a specified customer (tenant).

This update also makes the new API Keys Management API available for EDM Developers. See the Developers Portal for Engagement Data Management on Verint Connect.

Update user-defined fields added to Employee Management API

Availability: On-Prem | Cloud | Default | May 2025 | 25C22 & 1124

The Employee Management API can retrieve the user-defined fields (UDF) for a specific employee. With this development, the API allows a value to be set for the employee if it is empty or update the value if it is defined.

Secure call recording with pause and resume (May 2025, C22)

This feature is enabled by default

In Cisco Webex Contact Center, the Pause and Resume feature for ingested audio allows customers to temporarily stop and restart call recordings. This is especially useful when sensitive information, such as passwords or personal details, is shared during a conversation. The feature's control depends on the system setup, with either agents or administrators managing its activation to ensure privacy and regulatory compliance. By using Pause and Resume, customers can safeguard confidential information while preserving necessary call records.

Improved event handling and customizable survey wait time (May 2025, C18)

This feature is enabled by default

EDM interaction capture handles lost customer survey events from Five9 VoiceStream contact centers, which ask customers to complete a satisfaction survey (CSAT) at the end of a call. After an agent disconnects, EDM waits 5 minutes for the customer survey and customer disconnect events before ingesting the call.

If the default 5-minute wait time is insufficient, you can request your service provider to adjust the duration using the new MaxSurveyTime_ms advanced key in the Five9 VoiceStream Adapter.

Rules for Redaction and Morphing independent of Recording (March 2025, C10)

This feature is enabled by your administrator

The EDM Capture Rules wizard now allows redaction and morphing rules to be set independently from recording criteria. This enables organizations to apply privacy rules across the entire organization, sub organizations, or privacy specific criteria, while customizing recording criteria independently, such as for individual teams or departments. This update simplifies rule management and enhances data privacy.

Recover text Interactions from Genesys Cloud (March 2025, C10)

This feature is enabled by Verint

EDM customers using Genesys Cloud to capture text interactions can configure the system to recover missed interactions. This feature addresses issues such as missing metadata, absence of text files during ingestion, extended unavailability of an adapter or service, or the inability to retrieve the latest accessible watermark. The call recovery process compares interaction data in Verint with contact records in Genesys Cloud, downloading any missing chat, social media, or email interactions. You can invoke this process manually for a specific time period or run it automatically. Note: This feature is designed for targeted recovery rather than mass historical imports.

Proxy host supported for Genesys Cloud CX (March 2025, C10)

This feature is enabled by default

For improved security, the interaction capture solution for Genesys Cloud can be configured to support the customer's proxy host for client connections to the internet. The proxy settings are available on the Genesys Cloud CX API Adapter that is configured by your service provider.

Capture screens on Windows 365 Cloud app Virtual Desktop Infrastructure (VDI) (February 2025, C08)

This feature is enabled by default

Screen Capture Agent can capture the desktop of a Windows 365 Enterprise Cloud PC. Windows 365 is a SaaS solution that delivers the full Windows experience to any device as a Cloud PC. This virtual desktop, also referred to as Virtual Desktop Infrastructure (VDI), is hosted in the Microsoft Azure cloud.

Support capture of Agent-to-agent calls from Avaya Experience Platform (AXP) (February 2025, C08)

This feature is enabled by default

To support the capture of agent-to-agent audio from an Avaya Experience Platform (AXP), multiple capture profiles can be associated to an Avaya XP Streaming Media Capture Pool member group.

This functionality is part of a greater effort to enable Verint Cloud EDM interaction capture to include the latest enhancements in Avaya Experience Platform (AXP) Public Cloud. Specifically, for EDM to capture the agent-to-agent segments of a customer call during a consultation, transfer, and conference; including consults and transfers that are initiated by the outbound caller.

Post-call audio capture from Cisco Webex Calling (February 2025, C08)

This feature is enabled by Verint

Using Verint EDM, customers can capture voice calls (post-call) from Cisco Webex Calling for analysis, long term storage, and regulatory compliance needs. Cisco Webex Calling is a cloud-based phone system designed to support modern business communication needs.

Recover video and screen interactions from Cisco Webex Meetings (February 2025, C08)

This feature is enabled by default

The Cisco Webex Meetings video and screen captures offers the ability to retrieve recordings that were missed during the normal ingestion process, such as absence of call metadata or recording files during ingestion, extended adapter or service unavailability, or inability to retrieve the most recent accessible watermark. This process can be invoked manually to ingest recordings missed for a specific time period or run automatically, but is not designed to be used for mass historical imports.

Self-service Retention Rules monitoring (January 2025, C10)

This feature is enabled by Verint

Customers can view their enterprise-level Retention Rules from a single page, allowing them to better manage and evolve their campaign and archive retention strategies.

Support for high-availability BT TradeSense deployments (February 2025, C06)

Capture Verification now supports configuring a high-availability pair of BT TradeSense servers for Capture Verification Collectors.

In an effort to improve the resilience and reliability of BT Trading Enterprise integrations, Capture Verification is introducing the ability to specify an extra BT TradeSense endpoint. This added layer of security benefits customers with both small and large BT Trading Enterprise deployments, without the need to compromise on the BT architecture reliability. Collectors can now be configured with a second set of connection details from which CDR information can be collected concurrently, ensuring that in cases of system outage on one TradeSense instance, interaction capture verification can continue to happen without delays or faults.

Compliance result generation for excessively long trading calls (January 2025, C04)

Continuously running calls with excessively long durations, such as nailed up or open line calls, are common in trading environments. To strengthen the compliance coverage of trading integrations, Capture Verification now introduces support for compliance result generation for such interactions captured on BT Trading Enterprise and IPC Unigy switch data sources.

Recover audio interactions from Zoom Phone (January 2025, C04)

This feature is enabled by Verint

Zoom Phone Audio Ingestion now provides the ability to recover Interactions that were missed due to failures such as absence of call metadata or recording files during ingestion, extended adapter or service unavailability, or inability to retrieve the most recent accessible watermark. The call recovery process finds missing interactions by comparing the interaction data in Verint with the contact records in Zoom Phone. Missing audio interactions are then downloaded from Zoom Phone to Verint. This process can be invoked manually for a specific time period or run automatically.

Response timeout for Interaction Capture Control API Adapter (January 2025, C02)

This feature is enabled by your administrator

A new response timeout is available for integrations that use the Interaction Capture Control API Adapter. Increasing this timeout can help a system that is experiencing latency or lagging to provide meaningful response codes to API requests.

The Interaction Capture Control API Adapter was formerly known as Recorder Integrations API Adapter.

Real-time interaction capture available for Custom Integrations that use Generic Application capture source

This feature is enabled by default

Custom Engagement Data Management EDM capture solution that use the Generic Application capture source, can be configured to capture real-time interactions. To make this possible, your service provider associates a Integration service to the Generic Application capture source for your Verint Capture service.

Bring your own key from AWS KMS

This feature is enabled by Verint

Verint Cloud customers currently benefit from encryption key support that is fully managed by Verint. Using the new Bring Your Own Key (BYOK) feature in our public cloud services, you are empowered to take control of your cryptographic keys (KEK or master key). Doing so, ensures robust security and integrity of your sensitive data. With enhanced key ownership, the risk of unauthorized access and data breaches is mitigated. Supported public cloud infrastructure provides greater flexibility, convenience, and cost-effectiveness. Key access control complies with stringent regulatory requirements and adheres to data protection mandates.

Interaction capture from RingCentral RingEX (November 2024, C47)

This feature is enabled by Verint

The RingCentral RingEX contact center can now be integrated with Verint Interaction Capture. Customers can capture audio interactions and agent screen activity for RingCentral voice calls.

RingCentral RingEX is a cloud-based communications company that offers features such as phone, text, voicemail, team messaging, and document sharing on one platform. It works with both physical and virtual VoIP phones, which use the internet to make and receive calls.

Recover audio interactions from RingCentral RingEX (February 2025, C06)

This feature is enabled by default

RingCentral RingEX Audio Ingestion provides the ability to recover Interactions that were missed due to failures such as absence of call metadata or recording files during ingestion, extended adapter or service unavailability, or inability to retrieve the most recent accessible watermark. The call recovery process finds missing interactions by comparing the interaction data in Verint with the contact records in RingCentral RingEX. We then download the missing audio interactions from RingCentral RingEX to Verint. This process can be invoked manually for a specific time period or run automatically.

Proxy host supported for Amazon Connect, Zoom Meetings, and Zoom Phone (November 2024, C47)

This feature is enabled by default

The capture source for Amazon Connect, Zoom Meetings, and Zoom Phone systems can be configured to support the customer's proxy host for client connections to the internet.

Capture Verification support for integration with Genesys Cloud CX (November 2024, C45)

For customers capturing interactions using Verint Engagement Data Management, Capture Verification now supports integration with Genesys Cloud CX.

Genesys Cloud CX is a powerful, customer experience-focused cloud contact center platform. This new integration of Capture Verification enables a rapid identification of interaction capture and quality issues to help you provide robust and reliable communication between your agents and customers.

Genesys Secure Pause supported (November 2024, C45)

This feature is enabled by default

Genesys Cloud CX offers Secure Pause, which stops real-time audio streaming and protect sensitive information. Engagement Data Management now includes the “Use Pause/Resume Events from Genesys Client” option in the Genesys Cloud CX Application capture source. This option allows Verint to respond to Secure Pause events by either ignoring them, pausing/resuming audio only, or pausing/resuming both audio and agent screen activity.

Zoom Phone and Zoom Meetings call scenario support enhancements (October 2024, C43)

For customers with Zoom Phone and Zoom Meetings integrations, Capture Verification introduces improvements to the range of call scenarios for which compliance result generation is available. Interactions, such as delegate calls and breakout rooms are now supported, and the usability enhancements for call queue compliance results enable you to identify which user picked up the call from the queue. The filtering of collected Zoom Meetings CDR information based on participant group membership now also allows the configuration of multiple group values.

Recover captured voice interactions from Zoom Meetings (October 2024, C43)

This feature is enabled by default

The Zoom platform now offers the ability to retrieve interactions that were missed during the normal ingestion process, such as missing Zoom Meetings metadata, media files unavailable during ingestion, adapter or service unresponsive for an extended period of time, or inability to access the most recent watermark. The recovery process can be run automatically or manually. The process ingests interactions that were missed for a specific time period, but it is not intended for mass historical imports.

Select custom attribute from "customer" participant (October 2024, C41)

Verint Engagement Data Management provides a new method for tagging custom CTI data when that data is delivered in an inconsistently ordered array. By using the new Selector option with a consistent field in the customer's data, you can tag attributes that were previously unavailable.

Genesys API provides metadata for each participant in a call as an array of participants. However, the order of participants in the array is inconsistent. By using the Selector option with the "purpose" attribute, we can identify the data that applies to the customer, the agent, or the IVR.

Capture interactions from Google ChromeOS devices (August 2024, C35)

This feature is enabled by Verint

The Verint Engagement Data Management (EDM) recording solution can record screen activity from Google ChromeOS devices for the purposes of evaluation, coaching, archive, and compliance.

Capture interactions from Google Contact Center AI (CCAI) Platform and Ujet CCaaS (July 2024, C35)

This feature is enabled by Verint

Verint EDM now supports capture of real-time audio calls and the related agent screen activity from their Google Contact Centre AI (CCAI) platform, which is powered by Ujet. The Google Contact Center AI (CCAI) Platform is an omnichannel contact center native to the cloud. It is a Contact Center as a Service (CCaaS) solution that offers security and privacy, along with unified data.

New HTTPS protocol and cipher suite options available for 2024R1 (July 2024, C33)

This feature is enabled by default

After a system upgrade, you can secure the captured interactions and related data using the latest TLS 1.3 encryption protocol (HTTPS). Two new cipher suites were added: Modern 2024 and Intermediate 2024. The preexisting suites, Modern and Intermediate, were renamed Modern 2022 and Intermediate 2022. The 2022 options can be applied to any server (WFO 2024R1 and earlier), and the 2024 options can only be applied to WFO 2024R1 servers.

TLS 1.3 is the latest standard for secure communication. It enhances the speed and efficiency of HTTPS connections. Administrators can apply the HTTPS protocol and cipher suites from the Security page in the System Management module.

Participant-based compliance result generation for meetings (July 2024, C31)

Capture Verification now offers more accurate, participant-based compliance result generation for meetings. In the Details pane of the Issues workspace, CDR segments list each meeting participant with an attendance bar that shows when the participant joined and left the meeting.

Details pane showing call segment meeting participants and attendance

Recover missing interactions from Twilio Flex (July 2024, C29)

This feature is enabled by Verint

Twilio Flex Audio Ingestion now provides the ability to recover Interactions that were missed due to failures such as network or environmental issues. The call recovery process finds missing interactions by comparing the interaction data in Verint with the contact records in Twilio Flex. Missing audio interactions are then downloaded from Twilio Flex to Verint. This process can be invoked manually for a specific time period, or run automatically.

Voice and screen capture with Avaya Enterprise Cloud (June 2024, C27)

This feature is enabled by Verint

Verint EDM now supports voice and screen capture with Avaya Enterprise Cloud. Interactions are captured utilizing SIPREC from Avaya eSBC's which agent stations are registered to, allowing both external and internal calls to be captured.

Capture Verification support for BT Trading Enterprise 10 (June 2024, C27)

For customers with Verint Engagement Data Management, Capture Verification now supports integration with BT Trading Enterprise using the TradeSense Websocket Backend API (WBA) version 10.0.0.12. Using the new version of the API, Capture Verification can produce more accurate compliance results for supported call scenarios.

Proxy configuration now supported for Capture Verification Collectors of Zoom integrations (June 2024, C27)

Capture Verification Collectors for Zoom Phone and Zoom Meetings integrations can now be configured to connect to the switch data source API through a proxy server, enabling a more robust security configuration for generating compliance results for your Zoom interaction captures.

API guides updated (June 2024)

In the Multimedia Ingestion API Guide, Text Ingestion V2 API Guide, and Capture Notifications API Guide added the sections "Base endpoint path" and "Prerequisites", and made minor corrections and editorial edits.

Zoom Contact Center real-time interaction capture and agent screen (May 2024, C21)

This feature is enabled by default

Using Verint EDM, customers can capture audio calls in real-time and the related agent screen activity from a Zoom Contact Center to enable Verint's real-time AI bots, such as the Verint Coaching bot, the Interaction Wrap-up bot, and others. Zoom Contact Center is the first omnichannel cloud contact center platform that is optimized for video and intentionally supports a robust suite of channels, such as voice and video, SMS, and webchat.

Enhancements to Capture Verification compliance result generation (May 2024, C19)

Automated Verification now offers advanced compliance result generation for Engagement Data Management customers with Cisco Unified Communications Manager (UCM) integrations.

When the Evaluate recorder decision feature is enabled, Capture Verification analyzes additional Engagement Data Management configurations, such as call state and capture changes from the Capture Notifications API to determine if a call is expected to be captured or not. This extra information increases the accuracy of your compliance results by reducing the number of false positive issues, and improves the speed with which you can diagnose problems.

New API endpoint for deleting a range of extensions (May 2024, C19)

This feature is enabled by default

Using the Data Source Configuration API, users can now delete a range of extensions from a data source using the new POST endpoint /v2/datasources/{dsId}/extensionrange/delete. This new endpoint is not only easier to use but also requires less system resources.

Before this, the user had to use the /v2/datasources/{dsId}/extensions/{extIds} endpoint and include a comma separated list of each extension they wanted to delete.

Capture consultative calls from Cisco Webex Contact Center (April 2014, C17)

This feature is enabled by default

EDM Capture for Cisco Webex Contact Center now supports ingestion of internal consultation segments. Verint Recording integration with Cisco Webex Contact Center offer customers the ability to capture Webex's Next Generation Media Platform (RTMS) to take advantage of this feature.

Capture Verification support for Amazon Connect (March 2024, C13)

For Engagement Data Management customers, Amazon Connect is now available as a new integration in Automated Verification.

Amazon Connect is an omni-channel cloud contact center solution that can quickly scale service according to demand, making it an increasingly more popular choice among companies with large numbers of contact center agents. With the rising volumes of interactions handled by agents, the possibility of capture issues also grows.

Capture Verification evaluates if interactions are captured as expected by collecting Amazon Contact Trace Records (CTR) data, verifies the audio quality of interactions, and checks if target levels of service are met. Using the interactive dashboard and detailed information screens, you can monitor your interactions over time and across organizations, and quickly spot compliance issues that need to be addressed.

Capture internal calls and conference calls in Twilio Flex (March 2024, C13)

This feature is enabled by your administrator

Twilio Flex real time audio capture now supports recording of direct agent-to-agent calls, consultations calls, and conference calls when customers install and use the standard Twilio Dialpad Addon Plugins. These plugins are available for Twilio Flex UI version 2.x.

Video capture for Cisco Webex Meetings (March 2024, C11)

This feature is enabled by Verint

In addition to capturing audio, Verint EDM can now capture meeting video and screen sharing for hosts of Cisco Webex Meetings.

Exclude Microsoft Teams meetings (March 2024, C11)

This feature is enabled by your administrator

The EDM capture solution for Microsoft Teams can now be configured to exclude the capture of ad-hoc and scheduled meetings. Your service provider can add the new MSTeams.RecordMeetings advanced key to your Microsoft Teams capture source. When this option is disabled and a monitored employee joins a Teams meeting, the meeting is not captured, and participants do not get the recording notifications in the MS Teams client. Only content from peer-to-peer calls and conference calls that started out as a peer-to-peer calls are captured when meeting recording is disabled.

Automated Verification Audio Quality Statistics (February 2024, C09)

Audio Quality Statistics are now available as a new module under Automated Verification.

With Automated Verification Audio Quality Statistics, you can:

View the audio quality results for your captured interactions for a specified organization and time frame on a dashboard.
Configure custom target levels of service and monitor if the audio quality of captured interactions meet these targets.
Quickly identify interactions with audio quality issues and open them in Risk Management for easy review and analysis.

Automated Verification Audio Quality Statistics Overview

In addition to the new screens providing a better oversight of the audio quality of the interactions Engagement Data Management captures in real-time, audio quality results are now also available for interactions captured from external sources using the Ingestion Web Service.

View Call Detail Record content in Capture Verification (February 2024, C09)

To improve call issue troubleshooting, Capture Verification users can now review the Call Detail Record (CDR) data collected from the communications platform.

When you select a call segment on the Issues workspace, you can choose to open the View Call Detail Record menu, where you can see the unprocessed CDR content and the identified values for the fields relevant for Capture Verification. For further analysis, you can also download the original CDR file.

Capture Verification View Call Detail Record menu

Verification Confirmation for Zoom integrations with Capture Verification (February 2024, C07)

Capture Verification now allows customers with Verint Financial Compliance (VFC) Capture and Zoom Phone or Zoom Meetings integrations to manage cloud recordings better using the Verification Confirmation feature.

Compliance and data consistency are key considerations for all communication platforms, especially in cloud environments. After a capture solution processes an interaction, it is important to ensure that all copies of the interaction are known and remain managed and audited throughout their life cycle. Capture Verification can now check if the interaction has been correctly captured, inform Zoom of capture success, and manage copies of the master recording files.

With Verification Confirmation, you can set criteria that recordings must meet before Capture Verification confirms capture success to Zoom storage. When the storage receives the notification of verification success, it applies the retention period configured in Zoom on the archive files of individual call participants, ensuring that these copies are not kept indefinitely.

Capture Verification Zoom Phone integration with EDM Capture (January 2024, C03)

For customers using Verint Engagement Data Management to capture Zoom Phone voice interactions, Automated Verification now offers compliance checks to verify captured interactions and identify potential capture issues. Using the Zoom Phone API to collect Call Detail Record (CDR) data in near real-time, Capture Verification allows you to always stay on top of the coverage and quality of your captured interactions in Engagement Data Management.

Capture Verification Duration filter (January 2024, C03)

Availability: On-Prem | Cloud | Default | January 2024 | C03 & 1036/2024R1

To improve issue prioritization, filtering on interaction duration is now available for the Overview dashboard and Issues workspace of Capture Verification. With this feature you can streamline the review, investigation, and response processes for detected call and recording issues by quickly identifying problematic or unexpected interaction lengths.

Capture Interactions from Zoom Phone (December 2023, C52)

This feature is enabled by default

Zoom Phone, a Unified Communications platform, has disrupted the market in recent years, thanks to its powerful functionality and ease of use. Verint Engagement Data Management can capture interaction audio from Zoom Phone.

Self-service capture rules enhancements (December 2023, C50)

This feature is enabled by Verint

Capture rules define the business logic that determines when interaction capture occurs or is blocked. In this latest release, you can now use self-managed capture rules to:

Create rules that apply redaction and morphing to captured interactions.
Use regular expressions in the Matches condition to define the interaction metadata values that triggers a rule.
Find existing rules in the list more easily by sorting the name column, searching, and filtering.
See how many times that a rule was triggered and the date it was last triggered.
Find capture rules and triggers that have overlapping scopes using the new Show same scopes action.

Station monitoring improves softphone registration for Avaya ACD (December 2023, C52)

This feature is enabled by default

Verint DMCC Multiple Registration integrations for Avaya can now record soft phones immediately as the main station comes online. The EDM capture system can place a state monitor on the device and receive callbacks as the station softphones go in-service and out-of-service. For this purpose, a new option for the Multiple Registration member group for “Station Monitoring” was added to the Multiple registration extension pool member group. This option is only enabled for automatic control.

Concurrent softphone registrations for Avaya ACD (December 2023, C52)

This feature is enabled by default

Avaya DMCC softphone registration is now faster. The Avaya DMCC adapter can now register up to 20 (default) concurrent DMCC softphones for interaction capture. In some situations, customers may need to slow the registration rate to lessen the impact on the Avaya environment. When needed, you can reduce the number of registrations by configuring the Number of concurrent registrations setting on your Avaya DMCC (CMAPI) adapter.

Capture Verification Zoom Meetings integration with EDM Capture (November 2023, C46)

For Engagement Data Management customers, Automated Verification now offers integration with Zoom Meetings. Add this integration to your compliance portfolio to ensure your Zoom meetings are captured as intended, and use the robust monitoring and alerting functionality of Capture Verification to spot recording policy, audio quality, or recording services issues as they emerge.

Capture customer engagements from your digital channels in Genesys Cloud CX (November 2023, C44)

This feature is enabled by default

You can now capture Genesys Cloud Customer Experience (CX) digital channel interactions within your Verint EDM capture service. This game-changing feature of Verint EDM enables you to effortlessly capture, archive, and analyze all the critical communication happening between your agents and customers. Supported digital channels include; Genesys web chat, email, and instant messaging apps such as Facebook Messenger and WhatsApp.

Recording Beep Tone option for Avaya Member Groups (October 2023, C42)

This feature is enabled by default

You can now configure your EDM capture solution for Avaya contact center’s to play a beep tone when Verint starts and stops recording an agent’s call. By default, the beep tone is disabled. The Recording Beep Tone parameter is available on the following Avaya member groups: DMCC Recording Group, Extension Recording Resource, and Multiple Registration Extension Pool.

Member Group Advanced Parameters (October 2023, C42)

This feature is enabled by default

Each member group now features an Advanced Parameters section, allowing you to input the specific Key-Value pairs recommended by Verint Support and Field Engineers as necessary for your system.

DMCC Control Type (October 2023, C42)

This feature is enabled by default

Support for independent registration adds an optional control type field to the Multiple Registration member group. A new UI element for the DMCC Control Type is added to the Multiple Registration Extension Pool member group.

Capture Verification support for BT Trading Enterprise 9.7.12 (September 2023, C40)

For customers with Verint Engagement Data Management or Verint Financial Compliance Capture, Capture Verification now supports integration with BT Trading Enterprise using the TradeSense Websocket Backend API (WBA) version 9.7.12. With this version, the Capture Verification matching algorithms can more accurately verify captured interactions over a wider range of supported call scenarios.

Capture Verification CDR Definition configuration (September 2023, C40)

Capture Verification customers can now configure Collectors to process non-standard Call Detail Record (CDR) formats for Avaya Aura switch data sources.

Sometimes variations exist in the format of CDRs that switch data sources generate, either due to customization to fit your organizational needs, or because intermediate systems impact the final CDR output. With this enhancement, you can tailor Collectors to process your custom CDR metadata structures accurately. To define the order of data fields in the CDR, you create a JSON file and upload it to Capture Verification for assignment to one or more Collectors.

Self-service Capture Rules management (October 2023, C36)

This feature is enabled by Verint

Capture rules define the business logic that determines when interaction capture occurs or is blocked. You can define up to 50 capture rules. Tenants can use capture rules to set up and configure rules without having to submit a support request and wait for its fulfillment.

PII Redaction Bot - Redaction of personally identifiable information (PII) (August 2023, C33)

This feature is enabled by Verint

The PII Redaction Bot prevents playback of personally identifiable information (PII) in an interaction. If the PII Redaction Bot is configured in your system, sensitive information such as payment details or personal health-related data can be hidden during playback of audio and viewing transcriptions.

The PII Redaction Bot works in parallel to the existing Sensitive Data Masking feature that is implemented using DPA triggers or RTSA rules, adding a wide range of PII types.

AWS KMS and Azure Key Vault KMS (August 2023, C32)

This feature is enabled by your administrator

Amazon Web Services (AWS) Key Management Server (KMS) and the Azure Key Vaul KMS are now available for the encryption of captured interactions.

Real-time streaming audio capture for Twilio Flex (August 2023, C32)

This feature is enabled by default

Customers can now take advantage of real time audio capture capabilities within Verint for Twilio Flex Cloud Contact Center. Real-time streaming of voice from Twilio Flex uses WebSocket over TLS to stream audio in real time to Verint for capture. This works in combination with the already supported Twilio Flex Screen Capture capability.

Read more: https://connect.verint.com/support/edm/w/documentation/integration-overview-for-real-time-audio-capture-from-twilio-flex

Read more onprem: https://wfolibrary.verint.com/V15_2/Twilio/intg_Twilio_Overview_RealtimeAudio.htm

Bot grouping reduces load on Microsoft Teams (August 2023, C32)

This feature is enabled by Verint

To reduce the load on the Microsoft Teams when recording large meetings, the recording bots can now be shared across many participants in the same meeting instead of dedicated to each participant, which reduces the total number of bots needed when many recorded users attend a meeting.

Read more:https://connect.verint.com/support/edm/w/documentation/bot-call-grouping-streams-and-licensing-for-microsoft-teams-capture

Read more onprem: https://wfolibrary.verint.com/V15_2/Microsoft/intg_MSTeams_BotGroupingAndLicensing.htm

Capture Verification Services SLI enhancements (August 2023, C32)

Availability: On-Prem | Cloud | Default | August 2023 | C32 & 1026/2024R1

Capture Verification Service Level Indicators (SLIs) are benchmarks for your service performance. Being able to customize the user interface to only show key SLIs helps you focus on the most important services.

Capture Verification now offers the ability to select which recording services SLIs are visible, enabled, and produce compliance results, depending on your monitoring needs. With this enhancement to Services SLIs, you can precisely tailor if archiving, transcription, screen recording, and sensitive data masking compliance data is made available for your system and individual users.

Administrators can now disable individual Services SLIs, hiding their data from the Overview dashboard, the Issues workspace, and CSV exports.
Users can now hide the Services widget of the Overview dashboard from view without affecting the underlying data.

Capture Verification Issues Trend Graph (August 2023, C30)

Availability: On-Prem | Cloud | Default | August 2023 | C30 & 1024/2024R1

The Issues Trend Graph is a new, graphical view of the Capture Verification Issues workspace, visualizing the number of call or recording segments with different issues over a period of time.

You can use the Issues Trend Graph to:

Identify correlation between types of issues and the time of day.
Spot unusual patterns.
Examine the frequency of issues over time.

To help your teams focus on key trends and areas of concern to investigate further, you can apply filters and highlight issue types by hovering over the graph trend lines. Recognizing and addressing prevalent issues early on allows you to minimize the business impact of outages and configuration problems.

Capture Verification Issues Trend Graph

Capture Verification support for Zoom Meetings (August 2023, C30)

Automated Verification now supports recording compliance checks for Zoom Meetings voice interactions captured on Verint Financial Compliance (VFC) Capture.

This Capture Verification integration strengthens the compliance coverage of your communications platforms by offering capture and quality compliance verification for the audio and screen captures of your Zoom meetings.

Genesys Cloud AudioHook - new client secret authentication (July 2023, C28)

This feature is enabled by default

Genesys Cloud added support for client signing of the AudioHook connections using a pre-shared client secret. The AudioHook adapter was updated to handle this use case.

Delete API Keys (July 2023, C26)

This feature is enabled by default

For security reasons, if you are concerned that a key has been given to someone in error, or otherwise compromised, you can delete it. You can also delete unused or obsolete API keys to keep the key list current.

Deleting a key removes it permanently. Once a key is deleted, any future requests that use the deleted key fail.

Capture video, screen share, text from Zoom Meetings (July 2023, C24)

This feature is enabled by Verint

In addition to capturing audio, Engagement Data Management can now retrieve and capture the video, screen share, and text chat from Zoom Meetings.

Real-time streaming audio capture for Twilio Flex (July 2023, C24)

This feature is enabled by your administrator

The initial Twilio capture solution recorded post call audio and real time screen. Now, for customers who need to monitor voice in real-time, the Stream Recording member group supports the capture of Twilio real time audio. Real-time stream of voice from Twilio platform is sent via WebSocket over TLS as the transport.

Capture Verification support for BT Trading Enterprise (July 2023, C22)

A popular trading platform in the financial industry, BT Trading Enterprise (formerly BT IP Trade) is now available as a new integration in Automated Verification. Using matching algorithms developed in conjunction with BT, Capture Verification provides a high degree of accuracy across supported call scenarios.

Capture Verification support for Zoom Phone (May 2023, C20)

Automated Verification now supports recording compliance checks for Zoom Phone voice interactions captured on Verint Financial Compliance (VFC) Capture.

Zoom Phone, a Unified Communications platform, has disrupted the market in recent years, thanks to its powerful functionality and ease of use. With this Capture Verification integration, you can combine the great user experience with robust compliance, monitoring, and auditing support, through near real-time results, customizable alerts, and reports on missing interactions.

Track calls across route points for Genesys Engage SIP servers (May 2023, C20)

This feature is enabled by Verint

Customer calls transferred to internal agents are consolidated into a single contact.

For consolidation to occur, Engagement Data Management must be configured to monitor route points, and the call must be transferred either directly to an agent within a single Genesys Engage site or through route points within a Genesys Engage site or Genesys Engage Business Continuity site.

Audio capture from Cisco Webex Meetings (May 2023, C18)

This feature is enabled by default

Using the Verint EDM capture solution, customers can now capture the audio from meetings recorded by the Cisco Webex Meetings desktop application.

Agent screen capture for Cisco Webex Contact Center (March 2023, C12)

This feature is enabled by Verint

Using the Verint EDM capture solution, customers can now capture a monitored agent’s screen activity during a customer engagement within a Cisco Webex Contact Center.

Capture Verification support for IPC Unigy (March 2023, C12)

For customers who use Verint Financial Compliance (VFC) Capture to capture voice interactions on IPC Unigy, capture compliance checks are now available in Automated Verification. Capture Verification can verify policy and quality compliance for a variety of call scenarios, including peer-to-peer, private wire, speaker and intercom calls, on physical trading turrets and softphone deployments.

Security enhancement to the integration of Face-to-Face Interaction Recorder and Screen Capture (March 2023)

This feature is enabled by default

The Face-to-Face Interaction Recorder now supports a more secure method of capturing screen data when integrating with Screen Capture.

Self-service capture profiles management (March 2023, C12)

This feature is enabled by default

With the new Capture Endpoints interface, setting up capture profiles is quick and easy. Instead of submitting a support request and waiting for fulfillment, system administrators can create capture profiles directly, specifying whether to capture audio, video, chat, or screen sharing activity. They can also select the organizations or employees whose activities are to be captured. This feature is available when configuring interaction capture for Application data sources.

Capture Sources list screen

Capture Verification Support for Genesys PureEngage (February 2023, C08)

Automated Verification now supports recording compliance checks for Genesys PureEngage voice interactions captured using Verint Engagement Data Management. Using the historical call information available through Genesys Web Services and Applications, Capture Verification provides an accurate insight into interaction capture compliance in your PureEngage environment.

Partial data management in Capture Verification (February 2023, C06)

Availability: On-Prem | Cloud | Default | February 2023 | C06 & 1014/2024R1

Automated Verification further expands its compliance verification coverage by introducing support for call scenarios where only partial Call Detail Records (CDRs) are created.

Varying across switch integrations, there are common situations in which switches do not produce CDRs for all segments of a call. Without detection and mitigation, these partial call records can either result in false positives or be ignored and allow compliant recordings to be missed. With partial data management, Capture Verification can mark recordings of these scenarios as Compliant or Not Compliant as defined by data source recording configuration, eliminating false positives and providing a more accurate compliance overview of your environment.

Capture Verification Recording Policy showing partial call results

Improved Tracking of SIPREC calls when captured from Avaya ACD (February 2023, C06)

This feature is enabled by default

When a call is transferred between different Avaya Communication Manager (ACM) systems, and your Verint EDM capture solution is configured to use a Collection Data Source with SIPREC capture methods, interactions across ACDs are now associated to a single contact. This requires the associated interactions to have the same Universal Call ID (UCID). In previous versions of WFO 15.2, the interactions were associated to separate contacts for each Avaya CM system.

Self-service extension management (January 2023, C03)

This feature is enabled by default

You can now manage the extension functionality without assistance from a Service Provider Administrator, eliminating the need to submit support requests and wait for fulfillment.

You manage extensions from the new Capture Endpoints interface. Using this interface, you can:

Create individual extensions or a range of extensions
Assign extensions to resource groups (also called "member groups")
Map employees to extensions
Fetch the extensions and details per the selected Capture source
Import a list of extensions using a CSV file. The template for this CSV file can be downloaded from the user interface.

Capture Endpoints page

Automated compliance checks with Capture Verification (January 2023, C03)

Availability: On-Prem | Cloud | Verint | January 2023 | 2022R1

As part of our continued effort to expand and enhance our compliance capabilities, we are excited to announce Capture Verification, an Automated Verification component for automated compliance checking.

Capture Verification:

Verifies call recordings
Identifies issues
Evaluates performance against target levels of service.

The Overview page is Capture Verification's near real-time dashboard that presents the results in graphical form. From here, you can check the latest status for recording policy and audio quality, check performance against targets, and observe recording policy trends.

Capture Verification Overview Screen

Capture Verification shows the percentage of issues detected compared to target Service Level Indicators (SLIs). SLIs identify the level of service required for successful recordings, acceptable audio quality, and recording services such as archiving, transcription, data masking, or screen recording. To help you stay on top of your regulatory requirements at all times, you can set custom compliance targets per organization.

You can also track if your recording policy is meeting your set target levels using a notifications feed, which helps spot potential issues and allows you to address them quickly.

For further analysis and reference, you can view the details of any detected issues under the Issues workspace.

Capture Verification Issues Screen

The list provides specific details, including the calculated severity and the type of recording, voice quality, or recording services issue detected. Configuration settings identify the type of recordings and level of audio quality that Capture Verification counts as an issue, reducing or eliminating false positives.

Capture Verification also provides an export to file functionality, which allows you to further analyze the data, discover trends, and produce reports to support your regulatory compliance.

Ingest Twilio Flex recordings from AWS S3 (January 2023, C02)

This feature is enabled by your administrator

Twilio Flex added the capability to store captured calls in an AWS S3 bucket. As a result, Verint Engagement Data Management can be configured to retrieve and ingest these calls from the Twilio S3 bucket.

Verint Messaging (formerly Conversocial) Digital channel capture (January 2023, C02)

This feature is enabled by your administrator

Verint Messaging (formerly Conversocial) captures the private instant messages and public social text conversations between customers, agents, and chat bots. By combining Verint Engagement Data Management and Verint Messaging, your organization can archive and analyze these conversations using Verint Risk Management and Interactions.