Verint Cloud Employee Desktop Training & Application Change Log

Training Resources

The Training Video covers everything end users need to know to effectively use the Verint Cloud Employee Desktop, from logging in to handling and closing cases. This Training Video is a playlist comprising multiple short videos uploaded to YouTube. The entire Training Video playlist will take approximately 35 minutes to watch in full. 

• Access the Training Video playlist here. Last updated on November 12, 2024.
• 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 have been updated to account for these changes.

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

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 (see 2nd bullet point in the 12/5/2024 entry), and is now working as expected.

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

• An issue when manually entering text in the body of the email has been resolved: 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).
• There is a new issue affecting the creating of bulleted and/or numbered lists in the body of the email: when using this function only the first item in the list will get a bullet and/or number, and subsequent items in the list will not. The work-around is to create an itemized list by manually entering "bullets" (e.g. using asterisks) or numbers (e.g. 1., 2., etc.). This bug has been reported to the vendor and they anticipate having it resolved in January.

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, and you can click this whenever you want to see some updated totals throughout 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."

9/5/2024 - Updates to the Employee Desktop User Interface:

• The filter panels for Individuals, Organizations, Streets, and Properties in Employee Desktop now have a primary Search button and a secondary Reset button at the bottom.
• To initiate a search, users must enter their search criteria in the fields and click the Search button, or press Enter on their keyboard. The Reset button clears the search fields but does not affect the search results list until the Search button is clicked again.

8/1/2024 - Updates to the Employee Desktop User Interface:

• Filter fields have been rearranged for easier access. For example, "Closed items" has moved to the top of the screen to make it easier for users to locate and use the filter option.
• Users must set all filters first, then click on the search button to initiate a search for cases or interactions. This replaces previous functions where the system immediately conducts a search after a value is inserted or selected from the filter.
• Item counts for cases, interactions (Main, Inbox), individuals, organizations, streets, and properties have been removed.
• Wildcards searches for cases, interactions, individuals, organizations, streets, and properties by their identifier or reference number are no longer supported. The search is now an exact match search.

6/13/2024 - We're live with the new Verint Cloud Employee Desktop!

• As a reminder, all resources are available at sf.gov/crm.