Verint Cloud Employee Desktop Training and Application Change Log

The Training Video covers everything end users need to know to effectively use the Verint Cloud Employee Desktop. This Training Video is a playlist comprising many short videos uploaded to YouTube. The entire Training Video playlist will take about 45 minutes to watch in full. 

• Access the Training Video playlist here. Last updated on August 27, 2026.
• Access the Quick Start Guide here. Last updated on August 27, 2026.

Verint will periodically deploy updates & upgrades to their application's user interface and/or core functions. Please review the log so you are up-to-date on the latest changes that affect your use of the application.

When applicable, the Training Video and Quick Start Guide will be updated to account for these changes.

Please clear your Chrome browser's cache if you are having any issues in Employee Desktop following these updates.

8/27/2026 - Employee Desktop User Interface Upgrades:

Menu Bar:

• The options to search for "Individuals," "Properties," etc., are now in a menu on the right side, accessed via the "book" icon.
• The button to access your "Inbox" has been removed from the Menu Bar, but you can still access it in the filter pane the same as always.

Tool Bar:

• The "Sort by" menu has three new sorting options added, has one option removed, and one option renamed:
  • A "Date Created" option was added at the top of the menu.
  • "Oldest to Newest" and "Newest to Oldest" options were added at the bottom of the menu, and they work independently from the other sorting options in the menu.
  • The "Queue" option was removed from the menu.
  • The "Updated" option has been renamed as "Date Modified."
• To use the "Bulk Action" function you must first filter for either "Case" or "Interaction," but not both.

Filter Pane:

• "Created" and "Due" menus have an updated list of filtering options, and the date range picker (formerly the "Custom" filter) is always active on select and has an improved default setting.
• All menus/search fields ("Classification," "Queue," "Allocated user," etc.) will only contain the first 100 items; it is recommended to just enter search terms to make a selection whenever possible.
• Changes made to the filtering options can only be triggered by clicking the "Search" button at the bottom of the pane.

Case and Interaction List Pane: selecting a case from anywhere in the list will move it to the top of the pane.

Case Details Pane:

• "Respond via email" selection from the "More" menu requires a secondary selection of "Email out" to access the email screen.
• Multiple objects (customer records, addresses/intersections) can be associated to a case by adding them after the case was created using the "Add" link adjacent to the "Associated with" field.
• Case Identifier (ID) numbers are changing slightly: after the cut-over case numbers will begin with 202, instead of 101.

Case Handling- "Complete": case completion reasons can no longer be manually entered ad hoc; only pre-configured completion reasons will be available in the menu.

• This change gives us the benefit of enabling more standardized data capture and reporting on case completions.
• Continue to include any text in the "Complete >> Description" field to add more detail about how the case was completed.

8/28/2025 - Email Templates now have the Subject field pre-filled on select:

• All email templates are now configured to populate the Subject field when they're selected. You will no longer need to cut the Subject line text out of the body of the email and paste it into the Subject field.
• If you have any current email templates that need to be updated, or new templates added, please contact us at content.311@sfgov.org. You may also contact us if you don't currently have any templates and would like to discuss having some configured for your agency's use.

7/31/2025 - Browser Based Spell Checker Support in the HTML Editor:

• The native browser-based spell checker allows users to ensure their text does not contain spelling errors. It helps maintain a professional standard before sending emails.​ Ensure that your Chrome browser has Spell Check enabled: Settings >> Languages >> Basic spell check.

2/20/2025 - Update to the Email creation process:

• The issue affecting the creating of bulleted and/or numbered lists in the body of the email using the rich text editing tools has been resolved.