Verint Cloud Employee Desktop Training and Application Change Log

Training Resources

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 35 minutes to watch in full. 

• Access the Training Video playlist here. Last updated on August 28, 2025.
• Access the Quick Start Guide here. Last updated on February 3, 2025.

Employee Desktop Change Log

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.

8/28/2025 - 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.

12/5/2024 - Update to the Email creation process:

• An issue when manually entering text in the body of the email has been fixed. Hitting the "Enter" key will now result in only one single line beak down. And the formatting you see when composing the body text is also how it will appear to the email recipient(s).

11/12/2024 - Updates to the Employee Desktop User Interface:

• The "Items" counter has been brought back, and can be found at the bottom of the Case & Interaction List pane. It shows you how many cases there are based on the filters you use in your searches.
• If there are fewer than 20 cases, you will see the actual number; otherwise, you will see "20+." Clicking on the "20+" link will show the actual number of cases: 20 or more, and less than 1000; otherwise, it will show "1000+."
• There is also a "Recalculate" link to the right of the counter. You may click this whenever you want to see updated totals during the day as cases are being added and/or handled in your work queues.
• Our training video has been updated to account for this change, and it's covered in the chapter "05 UI Filter Pane."