What's new in Workforce Management

WFM Organization alerts sent to Verint Copilot desktop

Availability:   On-Prem |  Cloud |  Admin |  January 2026 |  26C03 & 1140

A new channel has been added to Organization Alert Rules to allow organization alerts to be delivered to employees from Workforce Management using Verint Copilot. Now when an employee is logged into Verint Copilot they can get notified in Copilot when an alert rule is triggered by one of the following events:

• Out of adherence

• Request status change

• Schedule change

• Scheduled activity change reminder

New dedicated staffing statistic returned from Staffing API

Availability:   On-Prem |  Cloud |  Default |  January 2026 |  26C03 & 1140

The WFM Staffing API retrieves staffing data for queues for the Verint Workforce Management application. In addition to forecast, actual, and net staffing, the Staffing API now also returns the dedicated staffing statistic.

Improve employee understanding of filtered view on the My Request page

Availability:   Cloud |  Default |  November 2025|  2025C48 & 1137

To improve employee understanding of filtering request types on the My Requests page, an icon now appears next to the View drop-down list. When pointing to the icon, a tooltip is displayed: The columns and rows in the table depend on the selected request type. Therefore, from View, when you select different values, different columns and rows appear in the table that are relevant to that request type. For example, if you select Time Off from View, the Time off type column appears in the table.

In addition, instead of All to represent all request types, the value is now: All Request Types.

Message about exceeding max bid options is displayed when saving preferences

Availability:   On-Prem |  Cloud |  Default|  October 2025|  2025C46, 1136

Previously, when users entered their bid option preferences and the number of preferences exceeded the number defined by the Request Management setting, Max Bids Per Employee, when they selected Save Preferences, the application did not display a message, stating that it only saved the defined maximum number of bids. This message was only displayed to users after they selected Submit Multiple Bids.

Now, when users enter their bid option preferences and their number of preferences exceeds the number defined by the Request Management setting, Max Bids Per Employee, when they select Save Preferences, the application displays a message, stating that it only saved the defined maximum number of bids. This new feature informs users much sooner so that they can make the relevant adjustments to their bid option preferences before submitting their bids.

In Organization Management, Request Management, and Settings, the Max Bids Per Employee setting defines the maximum number of bids an employee can submit in one scheduled auction.

Now, in My Bid Options, when employees select Save Preferences, and the number of preferences exceeds the value defined by the Max Bids Per Employee setting, an error message is displayed. To continue, they need to modify the number of their preferences.

Shift bid auction settings enhancements

Availability:   On-Prem |  Cloud |  Default|  October 2025|  2025C42, 1134

Two enhancements have been made related to shift bid auction settings: 

• Auctions specified for specific organizations do not include grouping bid options by organization, which streamlines the grouping bid options process for employees.

• Auctions are now sorted by scheduling period and not by their creation date, allowing users to prioritize the most recent auctions first.

Grouping bid options streamlined according to defined organization settings for auctions

When auctions are defined for specific organizations, the grouping bid options do not include grouping by organization. This streamlines the process of grouping bid options so that it does not include unnecessary grouping options. It also ensures that when defined accordingly, employees only bid on auctions defined for their organizations.

From Request Management, Schedule Auctions and Settings, when an auction is set for all organizations, the Available grouping options include the two settings:

• Similar schedule and organization

• Similar schedule and primary activity and organization

When no organizations are specified, employees can group bid options by organization.

In this scenario, the following settings need to be set accordingly:

• Organization(s) it set to All

• By Organization - Employees can bid only on their organization schedule is not selected

When either Organization(s) is set to a specific organization or the By Organization - Employees can bid only on their organization schedules is selected, the Available grouping options do not include the two settings:

• Similar schedule and organization

• Similar schedule and primary activity and organization

When organizations are specified, employees cannot group bid options by organization. They can only bid on auctions defined for their organization.

Auctions are now sorted by scheduling period

Previously, auctions were sorted by their creation date. Now, they are sorted by scheduling period, from the future to the past. This allows users to prioritize the most recent auctions first.

In this example, the first auction displayed in the list has a scheduling period of 11/24/2025-12/21/2025.

The last auction displayed in the list has a scheduling period of 10/06/2025-10/12/2025.

Updated WFM Time Off Export API

Availability:   On-Prem |  Cloud |  Default |  July 2025|  2025C34, 1130

In addition to the previous filtering options based on the requested time-off dates, the Time Off Export API now has more date filtering options, including retrieving time-off requests based on when the requests were submitted or updated (approved or withdrawn). There is also an option to filter time-off activities.

Combine shifts

Availability:   On-Prem |  Cloud |  Default|  July 2025|  2025C34, 1130

For Multiple Shifts Per Day auctions, a new auction setting, Combine Shifts, determines whether shifts that are adjacent to each other that cross the day boundary are combined into one shift.

For example, an employee has one shift from 10:00 PM – 12:00 AM on one day, another shift from 12:00 AM – 2:00 AM on the following day.

Note the following:

• If this setting is enabled, the system will treat this as one shift. The shift starts on the first day at 10:00 PM, and ends on the following day at 2:00 AM. Features like shift optimization can be applied to this shift.

• If this setting is not enabled, the shift from 10:00 PM – 12:00 AM is treated as one shift that starts and ends on the first day. The shift from 12:00 AM – 2:00 AM is a separate shift that starts and ends on the following day.

Genesys Stat Server adapters: TLS and MTLS secure connections

Availability:   On-Prem |  Cloud |  Verint |  June 2025|  2025C26, 1126

Two different types of secure connections - Transport Layer Security (TLS) and Multi Transport Layer Security (MTLS) have been added to the Genesys STCI, CSI, and ASCM for Stat Server adapters. Configurations are authenticated using certificates that are verified and signed by a Trusted Certificate Authority.

New WFM Activities API

Availability:   On-Prem |  Cloud |  Default |  June 2025|  2025C26, 1126

The WFM Activities API provides access to WFM activity-related data, enabling efficient filtering and retrieval based on organization names, organization IDs, and activity names. This API allows users to retrieve and manage activities data within an enterprise system, offering advanced filtering, and pagination mechanisms for seamless data navigation.

The WFM Activities API is designed for organizations using Verint's Workforce Management (WFM) suite, catering to developers and system integrators who need structured activity-related information for workforce planning and operational analytics.

New WFM License API

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

The WFM License API provides a RESTful interface to retrieve available licenses and features for a tenant. This API supports multiple methods of identifying a tenant, and provides flexibility in querying license information.

When retrieving this information, the response displays all system licenses and features in a flat list for a specific tenant.

New Revert time-off pool icon allows changing back to the default pool (March 2025, C14, 1120)

When changing the time-off pool for an individual activity pool assignment, you can now easily revert back to the default time-off pool by clicking a Revert icon next to the assignment.

WFM Resource Availability Export adapter new parameter (January 2025, C06, 1116)

The Report Timestamp on Export File Name Enabled parameter has been added to allow timestamps to be added to export file names. Customers can now save multiple versions of the export file with these unique file names, instead of one file that is rewritten when the next export occurs.

New adapter: Five9 NGStats Contact Statistics Interface (December 2024, C51, 1116)

The Five9 NGStats Contact Statistics Interface (CSI) adapter allows you to use campaign data APIs from Five9 to retrieve real-time queue analytics statistics for use in Workforce Management (WFM).

New time-off validation prevents approval of multiple time-off requests (December 2024, C51, 1116)

In Request Management, a new time-off validation, Request does not overlap with approved time-off requests, prevents the approval of requests that overlap a portion of an already approved request submitted by the employee.

MyVerint Mobile App available for all WFM Cloud customers (November 2024)

MyVerint allows employees to access the Verint Customer Engagement Optimization suite on-the-go. The app enables employees to manage their schedules, and requests from the convenience of their mobile devices.

Employees can:

• View their daily, and future schedules.

• View their performance Scorecards.

• Submit and edit time-off requests and other schedule changes.

• Stay informed about schedule changes as they happen.

• Interact with the new Verint agent-facing chatbot.

• View data insights.

MyVerint replaces the current Work View app for cloud customers and future updates will support more capabilities, including TimeFlex.

New Schedule Auction setting for employee skills (November 2024, C45, 1112)

In the Request Management module, in the Schedule Auction settings, you can now define that employees can only bid on schedules for which they have either the same skills or sufficient skills.

By configuring this setting, employees are not exposed to bid options for which they do not have the required skills.

New Bid Options filter enhancements (November 2024, C45, 1112)

The Bid Options filter has been enhanced to include the ability to filter by the number of available bid options in the shift bid groups, number of working days in the schedule, and also by schedule settings for each day in the auction.

Group shift bid options by similar attributes (November 2024, C45, 1112)

For Full Schedule Period auctions, according to defined auction configurations, you can now group shift bid options according to similar attributes, including the same shift start time and end time, non-working days, primary shift activity, and organization. This ability allows you to select bid options in bulk by selecting a group.

You can either group shift bid options and submit them on behalf of employees, or employees can group and submit them for themselves. You can also set shift bidding preferences on a group level, instead of for each individual shift bid option.

Shift bidding auctions: new auction setting locks phantom schedules (November 2024, C45, 1112)

In Request Management, a new auction setting, Update Schedule, locks the existing phantom schedules on the Calendar. This setting allows you to add more phantom schedules to the auction without affecting the existing phantoms.

When you generate the schedule to create more phantoms to add to the auction, the existing locked phantom schedules are not affected. This allows you to preserve existing saved auction preferences and requests when any schedule updates are made.

Employee ID on employee profile renamed (November 2024, C45, 1112)

The Employee ID field on the employee profile has been renamed to Employee Number and the field size has been extended to 120 characters.

New privilege to restrict editing of distributed allocations (October 2024, 1100)

A new Restricted Allocation privilege has been added which can be used to restrict a user's ability to edit allocations. If a user has this privilege enabled for their role, the Save, Import, and Allocate buttons are disabled on the Allocations page. Any editing on the page is also disabled for that user.

New time-off waitlist privileges serve new and existing requests separately (September 2024, C33, 1050)

Previously, the Time Off Processing privilege, Add Requests to Waitlist, allowed users to both define that a request should be added to the waitlist when creating a new time-off request, and provided the ability to manually add an existing request to the waitlist.

In order to separate control over these two actions, there are now two new waitlist privileges:

• Add new requests to waitlist: Allows users to add new requests to the waitlist. This privilege can be applied to supervisors or managers when submitting new requests on behalf of employees, or to employees when creating their own requests.

• Add existing requests to waitlist: Allows users to add existing requests to the waitlist. This privilege can be applied to supervisors or managers when manually adding existing requests to the waitlist on behalf of employees, or to employees when manually adding their own existing requests to the waitlist.

For more information, refer to the WFO Roles and Privileges Reference Tool.

All queue names displayed when multiple queues selected (July 2024, C29, 1048)

Now when you select multiple queues in Queue Analytics, Goals & Requirements, and Tactical Forecast, the name of each queue is displayed above the grid along with the total number selected.

Set net staffing thresholds at an interval level (July 2024, C29, 1048)

Net Staffing Thresholds can be set at both at Scheduling Period and interval level. Interval level allows thresholds to be set at a 15-minute, 1-hour, or 1-day time interval. The thresholds set impact the Net Staffing shortages and surplus shown in My Schedule and Roster.

Dedicated staffing: a new statistic showing an agent's contribution to queues (June 2024, C25, 1046)

Dedicated staffing is a new statistic which shows the total contribution made by agents to a queue. Unlike Headcount staffing, where an agent is counted as 1 for each queue they are skilled for, Dedicated staffing only counts a fraction of an agent, depending on the amount they are estimated to contribute to the queue. For example, if an agent is skilled for 4 queues, their contribution may be split over the 4 queues.

View historical changes made to an employee's schedule

Schedulers can now view past changes made to an employees schedule using Historical Changes. Filters are available to the scheduler to refine the changes they see for the period of the schedule being viewed. They can view changes made in a specified timeframe, changes of a certain type or action, changes made by a selected employee, or changes that came from a specified source.

For example, they could see all the shifts added to the schedule by James Smith over the last seven days.

Time Record Auto Close secondary adherence (April 2024, C19, 1042)

The Time Record Auto Close adapter automatically closes open system records that have exceeded their configured activity time limit. The adapter has been enhanced to include the auto close functionality on the secondary adherence line to ensure that all activity events can be set to auto close.

New Request Management audit logs (March 2024, C15, 1040)

There is a new Request Management module with audited actions that have now been included in the WFO audit trail. In addition, some existing audited actions have been moved from the Employee module to the new Request Management module.

The new Request Management audited actions include the RM organization settings: Settings, Validation, and Purging, and the create, update, and delete actions for Filing Rules, Special Days, Auto Processing, Shift Optimization, Time Off Pools, Schedule Auction, and Time Off Bidding.

Previously, the following audited actions existed in the Employee module and are now available in the new Request Management module:

• Time Off Pool Allocation Update

• Time Off Waitlist Scan

• Time Off Hours Per Day Update

• Employee Timeoff Update

Enhanced Request Management validation rule for employee's time off balance (March 2024, C15, 1040)

The time-off request validation rule, Employee has enough time off hours, was enhanced to allow defining a negative balance within a defined threshold for employees.

Previously, the alert would have been triggered if the accrual balance of an employee would drop below zero when the time-off request was approved. Now, you can change the validation rule to allow employees to have a negative accrual balance within a set threshold. The validation is triggered if the accrual balance of an employee drops below the lower threshold defined in the validation rule when the time-off request is approved.

Toggle between parent or child queue data for distributed queues (February 2024, C09, 1038)

The Show subqueue data toggle, is used with distributed queues and allows a user when they to select to view the sum of data on the child queues or just data set on the parent queue.

Manually created shift automatically added to scheduling period in no campaign mode (January 2024, C05, 1036)

When a user creates a shift in No Campaign mode, the shift is automatically added to the appropriate scheduling period and campaign.

If a user creates a shift that has no relevant scheduling period that it can be added to, then it remains unassigned. However, if an appropriate scheduling period is then created in the future, then the shift is automatically added to this scheduling period.

Split shifts provide more opportunities for requesting work (December 2023 C52, 1034)

When you schedule split shifts for employees, you can allow employees to make up a flex time off on their break period between the shifts. In addition, employees can pick up shifts from their peers in the break period between the shift with shift swap requests. The break period in a scheduled split shift is referred to as a custom gap (activity).

Custom gap activity setting

Optimize working shift event activities (December 2023, C52, 1034)

Auto breaking rules have been renamed and are now called shift optimization rules.

Previously, auto breaking rules applied only to non-working shift events. Now, shift optimization rules can apply to both working shift events (such as email or back-office work) and non-working shift events (such as breaks and lunch). Shift optimization rules specify the times at which working and non-working shift events are placed on the schedule when an employee request is approved.

Creating shift optimization rules

When creating a shift optimization rule, you can specify whether to optimize non-working shift events only, working shift events only, or both non-working and working shift events.

Viewing shift optimization rules

When viewing the list of shift optimization rules, a new column, Optimize, shows the optimization setting for the rule:

Rules of optimization for activities associated with working shift events with gaps

For activities that are associated with working shift events with gaps (custom or system), a new activity setting (in the Work Administration module under Activities), allows you to specify which segments of the shift that contain working shift events associated with the activity are optimized - first, last, first and last, or all shift segments. You can also specify not to optimize the activity in any segments.

Bulk edit instances of recurring calendar events (December 2023, C52, 1034)

You can bulk edit the attributes of specific instances for one or multiple recurring calendar events. At once, you can change the activity, duration, and start and end dates of these selected instances. This feature allows you to make the same changes to these instances quickly and efficiently.

For example, a manager has scheduled an important training session on Monday from 1:00 to 3:00 PM. Filter to view all recurring calendar events on this date and during this time period.

At this point, you have a few options:

• Delete all instances of these events to make this time available.

• Change the start time of all these instances to start after 3:00 PM.

Adherence report enhancements (November 2023, C44, 1030)

There have been multiple enhancements related to report parameters for the WFO Adherence reports.

Last <x> days parameter standardization

In this release, the affected reports include:

• Adherence Exceptions

• Adherence Numbers by Interval

• Adherence Minutes

• Adherence Summary

Adherence Minutes and Summary Reports: Define scope of data

For the Adherence Minutes and Adherence Summary Reports only, a new input parameter, Boundary, defines the scope of data included in the report: either Organization or Shift.

New column on Adherence Minutes and Adherence Summary Reports

A new column, Total Current Time Scheduled (Minutes)/(Hours), has been added to ensure that adherence calculations are accurate when there are scheduled shifts that end after the time the report is run.

Edit calendar events faster by editing multiple events at the same time (August 23, C38, 1026)

Save valuable scheduling time by editing multiple, single-instance calendar event assignments at the same time. You can edit the Activity, Start and End (date and time), and Duration fields. You can edit multiple calendar events that have one or multiple attendees.

For example, you can change the Start time for a group of calendar events to be two hours later than the original start time. In another example, you can change the Activity for multiple calendar events. This feature allows you to quickly edit these attributes for multiple assignments simultaneously.

Genesys - STCI for Cloud secondary statuses (August 2023, C28, 1022)

Secondary statuses are optional statuses that can be used in addition to primary activity statuses to provide more details for each activity when exporting data using the Genesys - STCI for Cloud adapter.

Genesys - CSI for Stat Server Virtual Queues (July 2023, C26, 1020)

For Virtual Queue statistics using chat and email, users must use the Genesys - CSI Stat Server for Voice adapter. Documentation is now added detailing how to use the correct adapter for Virtual Queues data.

Limited publishing privileges provides more security and control over publishing (July 2023, C26, 1020)

To provide more security and control over which employee schedules are published, employees can only publish schedules for the employees over whom they have scope (or privileges) to publish.

From the Calendar, employees can view and select all employees associated with the campaign and scheduling period. However, when they select the Publish option from the Tools menu, the employees displayed in the list are only the employees over whom they have scope to publish.

Comments now available on Employee Calendar Events Report for easy reference (July 2023, C24)

Comments entered in the Comment field when scheduling a calendar event on the Calendar are now displayed on the Employee Calendar Events Report.

Displaying the Comment field on this report allows comments to be referenced easily, without needing to search for them on the Calendar when they need to be reviewed.

Find employees faster by sorting by employee rank (July 2023, C23)

Sorting the employee list in the Calendar by employee rank provides another quick way to find specific employees. Sorting by Rank gives you the ability to easily see employees with the highest rank (by sorting in Ascending order), or the lowest rank (by sorting in Descending order).

Forecast Statistics API (February 2023, C10, 1014)

The Forecast Statistics API allows you to update forecast data for Scheduling Period Queues in WFM using REST clients. You can import external forecast data including: Call Volume; Actual Handling Time, and interim backlogs.

Amazon Connect Adherence adapter (January 2023, C02, 1010)

The Amazon Connect Adherence adapter now supports Chat and Task as well as Voice channels.

Generic - STCI for Kafka GTCC file output (January 2023, C02, 1010)

The Generic - STCI for Kafka adapter can now generate agent event data files compatible for input in the Generic - Generic Time Collection Consolidation (GTCC) adapter.

Amazon Connect Adherence adapter (January 2023, C02, 1010)

The Amazon Connect Adherence adapter now supports Chat and Task as well as Voice channels.