New dayBoundary attribute added to Employee Management API
Availability: On-Prem | Cloud | Default | February 2026| C09 & 1143
In the Employee Management API, a dayBoundary attribute has been added to the organization response so that organizations can assign shifts or activities to the correct calendar day even across time zones or DST changes. This enhancement ensures accurate daily attribution for payroll or compliance.
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Enhanced API keys: New Desktop Key type for secure Desktop-to-Cloud authentication
Availability: On-Prem | Cloud | Admin | Admin | February 2026 | C07 & 1142
The new Desktop API key type provides a more secure, scoped authentication method for on-premises Verint desktop applications—including Screen Capture, Face-to-Face Interaction Recorder, DPA Client, and Messaging—connecting to the Verint Cloud.
Unlike the existing system-level API key, which grants access to all WFO APIs for a tenant, the Desktop key restricts access to only those API endpoints required by desktop applications, significantly reducing your security surface area.
Your administrators can create Desktop keys from the same API Keys management page used today, requiring only a description at creation time.
Your existing system-level API keys remain fully functional and unaffected at this time.
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View interaction summaries in the Player
Availability: On-Prem | Cloud | Default | December 2025 | C50
You can now access AI-generated summaries of voice interactions in the AI Summary tab of the Player. This capability helps you quickly understand the main points of a voice interaction without reading the full transcription, making it easier to review interactions efficiently.
Key details
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Summaries are available for voice interactions transcribed in English using Exact Transcription Bot.
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If interactions are redacted in your organization, summaries hide sensitive information according to your user privileges and redaction settings.
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New endpoints to get roles of multiple employees
Availability: On-Prem | Cloud | Default | December 2025| 25C51 & 1139
This enhancement to the Employee Management API enables system administrators to bulk-fetch the roles for multiple employees to validate that requests created by employees for Shift events are validated for compliance against filing rules.
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Automatic credential rotation for Common Cloud Services
Availability: Cloud | Admin | November 2025 | C46 & 1136
Managing authentication credentials just got easier—and more secure. WFO now supports automatic credential rotation for applications and Bots that need to “dial out” to a cloud instance.
This enhancement helps you:
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Stay PCI compliant with scheduled key rotation
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Improve security with credentials refreshed at defined intervals
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Reduce manual effort by eliminating the need for manual updates
Your service provider configures your credential rotation based on the identity platform in use: Verint Identity V2 or V1. The best practice is to rotate credentials every 90 days, but for even stronger security, the interval can be shortened to as little as 2 days.
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Archive Media Transfer Drive – Now with parallel processing by date
Availability: On-Prem | Cloud | Admin | November 2025 | C46
The Media Transfer Drive now supports parallel processing by date range, significantly improving performance and scalability. When creating a new media transfer drive, on the Archive Media page, configure the Transfer by Date option.
Key benefits include:
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Faster: Up to 3–4x faster transfers by splitting jobs across date ranges. For example, per year.
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Built-in Safeguards: Overlapping date ranges for the same source-destination pair are blocked to prevent duplicate transfers.
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Ransomware protection: Blocks unauthorized changes, helping to mitigate the impact of ransomware and insider threats.
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More efficient: Reduced idle time between job checks for better efficiency.
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Enhancements to the Employee Management API
Availability: On-Prem | Cloud | Default | October 2025| 25C42 & 1134
The following enhancements have been made to the Employee Management API for an easier and tighter integration of WFE with 3rd party user management systems:
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User-defined fields (UDF) values can now be set, edited and deleted for a specific employee through the Employee Management API.
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Employee start date can now be set, edited and deleted for a specific employee through the Employee Management API.
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Caching now supported, which means when employee data change (including employee organization and skills), WFM applications are notified.
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Reports Selection pane redesign
Availability: On-Prem | Cloud | Default| September 2025 | C40 & 1133
The Report Selection pane that shows where you can select types of reports to use has been updated to allow screen readers to access them.
A search input field has been added so you can search for specific report topics, report titles, or instances. You can also expand and collapse all report hierarchies at once using the Expand and Collapse buttons on the selection pane.
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Enhanced API Keys Management: New query parameter for Key ID supports key lookup
Availability: On-Prem | Cloud | Admin| September 2025 | C40 & 1133
You can now query the API Keys Management API using the 8-character Key ID shown in the Verint portal. This makes it easier to retrieve key details without needing the internal ID. Just include the Key ID as a query parameter in your request.
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Enhanced API Key Management: Self-rotating keys
Availability: On-Prem | Cloud | Admin | Admin | September 2025 | C40 & 1133
To support a more secure and auditable key life cycle, the API Keys Management API includes the following enhancements:
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API keys can securely self-rotate using their own authentication credentials via the API.
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The API validates that a newly rotated key has been successfully distributed to application servers and is ready for use.
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Automatic rotation is deprecated and no longer supported.
To improve security and manageability, key rotation functionality was removed from the API Keys page in the Verint portal. Going forward, API key rotation must be performed using the API Keys Management API.
For implementation details, refer to the updated API Keys Management guide in the Verint Developer Portal, under Engagement Data Management in Guides.
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Upgrade to WebLogic 14.2 and JDK 21
Availability: On-Prem | Cloud | Admin | Default | August 2025 | 15.2.0.24 & C34
All WFE components (including Enterprise Manager) components running under WebLogic have been upgraded to WebLogic 14.2 and JDK 21. Support for JDK 8 / JRE 8 has been fully removed, and no components now rely on these end-of-maintenance versions. To apply this update, install WFE Compatibility Kit 15.2.0.24.
Failing to upgrade to the latest versions of WebLogic and JDK exposes Verint customers to security vulnerabilities, compliance risks, and lack of support, while the upgrade enables critical security fixes, improved performance, and continued support through updated third-party libraries and tools.
Action Required: Verint encryption supports CipherTrust Manager v2.19
Availability: On-Prem | Cloud | Admin | July 2025 | C30 & 1128
Verint Encryption now supports Thales CipherTrust Manager v2.19, the latest generation of Thales key management solutions.
CipherTrust Manager v2.19 delivers stronger encryption and enhanced key management to meet evolving compliance and data protection needs. It supports all existing Verint deployment environments while offering a more scalable and secure foundation.
Verint Encryption protects your interaction media and transcription data, including recorded voice calls. If you're currently using Thales DSM, you must migrate to v2.19 to maintain support and security.
For configuration and upgrade guidance, refer to the updated documentation or contact your Verint representative.
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Enforcing SAML only authentication mode for tenant
Availability: On-Prem | Cloud | Admin | June 2025| C26
To provide increased security and to comply with PCI 4 security requirements, the service provider can prevent a tenant from enabling DB authentication by making sure the new setting, DB Authentication, is disabled when configuring a tenant with the SAML authentication method.
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Disable DB Authentication for tenants to comply with PCI 4 security requirements
Availability: On-Prem | Cloud | Admin | June 2025 | 2025C26 & 1124
For PCI 4 compliance, the system administrator can disable DB authentication when setting up users with SAML authentication.
Control redaction and morphing with recording rules
Availability: On-Prem | Cloud | Admin | Admin | June 2025 | C24 & 1126
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.
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Enhanced API Key Management: User-scoped API keys
Availability: On-Prem | Cloud | Admin | Admin | May 2025 | C22 & 1122
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.
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Enhanced API key security for our desktop apps
Availability: On-Prem | Cloud | Default | March 2025 | C14 & 1120
New versions of the following desktop applications use enhanced API Key security that is unavailable with prior versions.
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DPA Client (KB226245 or above)
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Desktop Connection Manager (KB226966 or above)
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Desktop Resources (KB213008 or above)
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Process Discovery (KB226967 or above)
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Screen Recorder Agent Module (KB223977 or above)
You should upgrade to the latest version of these desktop applications available from the Support portal on Verint Connect by March 31, 2025 to ensure that your use of Verint software remains within PCI compliance. You need to generate a new API key and use this key during the desktop applications upgrade. Industry best practices recommend that you rotate API Keys on a regular cadence and Verint provides the ability to this within the API Keys screen.
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One-time password generation for SSRS report builder logon (December 2024, C49, 1114)
Availability: On-Prem | Cloud | Default | December 2024 | C49 & 1114
To comply with the PCI 4.0 authentication guidance, WFE Ad Hoc Reports users can log into the SSRS Report builder by generating an OTP (One Time Password) within WFE User Interface. If configured for users, the existing authentication method for SSRS Report builder (using DB Realm Authentication) is also preserved. If the user does not have DBRealm password configured, then only the OTP option for logon to SSRS Report Builder is available.
The One-time password option is available in the User menu.
The generated password can be copied to the Clipboard for use with the SSRS Report builder logon dialog.
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Enhanced API Key Mechanism with Rotation Capability (December 2024, C49)
Introducing a significant upgrade to our data extraction process with an improved API key mechanism. This enhancement aligns with PCI 4.x requirements, incorporating new fields for API key expiry and rotation.
Users can now efficiently create, read, update, and destroy (CRUD) API keys, ensuring a more secure and manageable system. Previously, API keys remained active indefinitely unless manually disabled or deleted. Now, our system supports seamless API key rotation, enhancing security and compliance.
API keys can be created manually through the user interface, with the added capability of generating internal API keys for tenants using an API key token. This advancement meets compliance standards and streamlines the management of API keys.
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Enhanced security for WFO email using TLS (November 2024, C47)
Verint WFO can send call data, media files, reports, and alarms by e-mail. The WFO SMTP server now supports TLS encryption. This enhancement ensures that emails sent from WFO are securely encrypted, providing an additional layer of security for your communications.
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Verint Enterprise Recording now supports Thales CipherTrust KMS 2.13 (July 2024)
Verint Encryption now integrates with the latest Thales KMS, CipherTrust KMS, replacing the older Vormetric DSM KMS (announced End of Life by Thales). We have ensured a seamless transition with continued support for all deployment environments previously supported for Vormetric DSM KMS. Existing customers will need to migrate to the new solution. Your data security remains our top priority, and we are committed to ensuring a smooth transition. Verint Encryption encrypts the customer's interaction media and transcription data, such as recorded voice calls.
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New look for the Player (June 2024, C25)
Several areas in the Player have a refreshed look and feel, offering an enhanced and modern user experience while maintaining current functionality.
The Player new look and feel is available in the following pages:
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Search Results (Quality Management and Risk Management)
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Inbox and Flag folders (Quality Management)
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Interaction Review (Risk Management)
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Select PII Redaction entities (June 2024)
Availability: On-Prem | Cloud | Verint | June 2024
If your organization is licensed for the PII Redaction Bot, this update empowers you to select the specific personally identifiable information (PII) entities, such as Financial, or Personal, by which to redact sensitive data within your interactions.
By default, all PII entities are redacted from interaction media. To redact only specific PII entities, and for a list of supported entities, contact Support.
PII Redaction (December 2023, C52)
PII Redaction Bot identifies and tags personally identifiable information (PII) information in interaction media, including audio, transcription, screen, video, and share recordings.
PII redaction is driven by the redaction settings in your capture rules.
PII redaction is applied as follows:
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Playback: If you have the Replay without redaction privilege, you can play back original interactions or redacted interactions. Users without the privilege can only play back redacted interactions. These options are available on all workspaces where you access the Player.
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Download, export, and send: If you have the Export without redaction privilege, you can download, send, and export in bulk original interactions or redacted interactions. Users without the privilege can only download, send, and export in bulk redacted interactions, as configured in the rule that captured the interaction.
PII Redaction Bot works in addition to the existing Sensitive Data Masking methods that are implemented using DPA triggers or RTSA rules, and is available for new interactions transcribed by the Exact Transcription Bot.
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To prevent exposing personal and confidential information during playback, morphing of audio recordings allows you to play back interactions while obscuring the voice of the speaker. You can configure capture rules to apply morphing to interactions that match the rule. Morphing can be applied to the customer and/or agent channels.
Morphing is applied as follows:
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Playback: If you have the Replay Without Morphing privilege, you can play back interactions with the original audio, or the morphed audio. Users without the privilege can only play back interactions with morphed audio. These options are available on all workspaces where you access the Player.
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Download, export, and send: If you have the Export Without Morphing privilege, you can download, send, and export interactions in bulk with the original audio, or the morphed audio. Users without the privilege can only download, send, and export in bulk morphed interactions, as configured in the rule that captured the interaction.
Users without the privilege can only download or send interactions with morphed audio.
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Track user page navigation with Page Navigation Viewer
From the System Monitoring module, the Page Navigation Viewer allows you to monitor user page navigation in the WFO Portal. For any WFO user, you can view the pages to which they navigated, and the date and time of each page navigation. Similar to the Audit Viewer, this ability allows you to track employee work through page navigation.
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Delete API Keys (July 2023, C26)
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.
AWS KMS and Azure Key Vault KMS (August 2023, C32)
Amazon Web Services (AWS) Key Management Server (KMS) and the Azure Key Vaul KMS are now available for the encryption of captured interactions.
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