Mobile Apps Release Notes

Customer Engagement Solutions
Mobile Apps Release Notes
Welcome to the latest release of Verint Mobile Work View and Verint Mobile Team View.
Work View and Team View allow employees, supervisors and managers to quickly and easily perform
various tasks and view information directly from their mobile device while on the go.
 Verint Mobile Work View: Enables employees to view and manage their schedule, view their
performance scorecards, and stay up to date with notifications and updates. Work View is available for
WFO customers from version 15.1 and supports both Android devices version 6 (Marshmallow) or higher,
and iOS devices version 10.x or higher.
 Verint Mobile Team View: Enables supervisors and managers to view their employees' schedules,
manage their employees' requests, and stay up to date with notifications. Team View is available for WFO
customers from version 15.1 and 15.2 HFR3 and supports both Android devices version 6 (Marshmallow)
or higher, and iOS devices version 10.x or higher.
Topics
What's new 3
Key features 8
Resolved issues 30
Limitations 34
Known issues 35
Dependencies 36
Mobile apps functionality 38
Document Revision 1.00 Published July 05, 2021

Media 40
Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 2
Confidential and Proprietary Information of Verint Systems Inc.

What's new
What's new
Each new version of Work View and Team View introduces new features and enhancements.
Verint Mobile Work View

Version 2.9.2 (Android)
Minor update.
Version 2.9.1
Added support for OpenID provider Auth0.
Version 2.9.0
See Resolved issues, page 30.
Shift Requests & Changes: Extensions can be added in a gap.
Version 2.8.3 (iOS)

Version 2.8.2
Version 2.8.1
Version 2.8.0
Shift swap requests: Added a Check skills option to show a comparison of skills between the user and
the selected peer.
Version 2.7.2 (iOS)

Minor update.
Version 2.7.1
Version 2.7.0
Added support for OpenID provider ADFS.
Version 2.6.0
Workplace Availability feature for the Daily Schedule View.
Version 2.5.5

What's new
Version 2.5.4 (iOS)

Version 2.5.3
 Shift bidding performance enhancements.
 See Resolved issues, page 30.
Version 2.5.2
 Localized version with new and improved shift swap request user experience.
Version 2.5.0
New and improved shift swap request user experience:
 Improved display in Swap Request screen allows users to easily understand if a swap is available on a
given day.
 Users can now move between employees and dates by swiping the employee and date carousels.
 Added new messages to help users along in the swap request process and finish the swap request.
 Improved Swap Request details screen with more details about the request, such as alerts and
request history.
Version 2.5.0 is currently only available for download in countries where the official language is English.
Localized versions will be available later.
Version 2.4.11 (iOS)

Version 2.4.10 (iOS)

Stability enhancements.
Version 2.4.9 (iOS)

Version 2.4.8 (iOS)

Version 2.4.7 (iOS)

Version 2.4.6 (iOS)

 OpenID authentication improvements

What's new
Version 2.4.5
 Shift bidding stabilization
Version 2.4.4.1 (Android)

Version 2.4.4
 OpenID authentication improvements
 Shift bidding stabilization
 Resolved a sign in failure in iOS 13.
Version 2.4.3 (iOS)

Versions 2.4.1 and 2.4.2

Version 2.4.0
 OpenID support: In addition to Azure AD, more standard OpenID identity providers are supported:
Google, Okta, and OneLogin. These identity providers can now be used to authenticate users.
 MDM AppConfig: If your organization uses MDM to distribute the mobile apps, to simplify the sign in
process, use AppConfig to auto-populate the URL and user name that are presented to users upon
sign in.
 Accessibility: The Work View sign in page now supports voice over in accessibility mode. Voice over
functionality can be turned on in the device's settings.
 New documentation, learning, and training material:
 Verint Mobile Work View User Guide: This new guide provides instructions for managing
schedules, submitting and managing requests and swap postings, viewing performance
scorecards, and staying current with notifications and messages.
 Walk Me simulations: Several Walk Me simulations are now available that demonstrate how to
perform tasks in the app.
 Image gallery: An image gallery is available for download from the Workforce Optimization Mobile
page on Verint Connect. The image gallery includes images of all the screens in the app and can be
used for training purposes.
Version 2.3.0
 Withdraw approved shift and change requests: Employees can now withdraw shift and change
requests even after they have been approved.
 Send messages from WFO to mobile app: Using the Send Message button in WFO, you can now
send short personal messages to Work View and/or Team View mobile app users. If push notifications

What's new
are enabled for the mobile app, notifications are displayed on the device. Employees can also view the
messages in the mobile app.
 Work View time zone: Work View now displays all schedule, request, and time information according
to the time zone set in the user's preferences in WFO.
Version 2.2.8
 Localization: Work View now supports Russian, Spanish (EUR), Japanese, and German localization.
 Rate and provide feedback: When users have been using the app frequently (the user accessed the
app several times and submitted requests and/or performed actions in the app), they are prompted to
share their feedback and rate the app on the store.
 Drill down to an activity: In the daily schedule view, employees can drill down to an activity to view
detailed schedule information.
Version 2.2.6
 Localization: Work View now supports Portuguese (Brazil) and Dutch (Netherlands), in addition to
English, French, and (simplified) Chinese.
Verint Mobile Team View

Version 1.6.4
Added support for OpenID provider Auth0.
Version 1.6.3
Version 1.6.2
Version 1.6.1
Version 1.6.0
Added support for OpenID provider ADFS.
Version 1.5.5
Version 1.5.2 (Android)

Version 1.5.1
OpenID authentication improvements.

What's new
Version 1.5.0
 Contact employees: Managers and supervisors can now contact employees (through a phone call,
email, or text message) directly from the Time Off Request and Employee Schedule screens.
 Enhanced employee schedule view:
 Employee schedule view now highlights start and end time of each activity.
 When an activity or time off request is for a partial day, it is shown on an hourly, calendar timeline
using a color-coded block. When an activity or time off request is for a full day (from midnight to
midnight), it is shown in an All day section above the hourly calendar. After the request is approved,
the schedule only shows the time off activity. The shift assignment is removed.
Version 1.4.0
 Time off request alerts: You can now view time off request alerts in the Time Off Request Details
screen.
Version 1.3.0
 OpenID support: In addition to Azure AD, additional standard OpenID identity providers are
supported: Google, Okta, and OneLogin. These identity providers can now be used to authenticate
users on the mobile app.
 MDM AppConfig: If your organization uses MDM to distribute the mobile apps, AppConfig can be
used to auto-populate the URL and user name that are presented to users upon sign in.
Version 1.2.0
 Send messages from WFO to mobile app: Using the Send Message button in WFO, you can now
send short personal messages to Work View and/or Team View mobile app users. If push notifications
are enabled for the mobile app, notifications are displayed on the device. Employees can also view the
messages in the mobile app.
Version 1.1.0
 Localization: Team View supports French, (simplified) Chinese, Portuguese (Brazil), Dutch
(Netherlands), Russian, Spanish (EUR), Japanese, and German localization.
Version 1.0.0
This is the first release of Team View. It includes the following features:
 Schedule view: Managers and supervisors can browse the organization tree and view published
schedule information for employees on a selected date.
 Time off management: Managers and supervisors can manage their employees' time off requests.
 Push notifications: If push notifications are configured in WFO, push notifications are received when
the application is in the background.
 Accessibility: Team View supports voice over in accessibility mode. Voice over functionality can be
turned on in the device's settings.

Key features
Key features
Work View and Team View provide key features and capabilities that allow employees, supervisors, and
managers to perform various tasks and view information directly from their device instead of through the
web interface.
Work View and Team View are continuously improved and updated. To enable new features or
capabilities, employees and managers only need to upgrade the application installed on their device.
The apps can be download to devices with specific OS versions:
• Android: All Android devices running version 6 (Marshmallow)or higher.
• iOS: All iOS devices running iOS version 10.x or higher.
Secure sign in
The mobile apps support the form-based and OpenID authentication methods.
In form-based authentication, users sign in using their WFO user name and password.
If OpenID authentication is used, users authenticate themselves through a third-party identity provider
(IdP) who is then responsible for confirming the user's identity to WFO. Only the identity provider has
access to the user's password.
The following standard IdPs are supported: Google, Azure AD, Okta, OneLogin, PingFederate,
ADFS, and Auth0.
 If you require an identity provider that is not yet supported, please contact your customer
representative.
To sign in to the mobile apps, users first enter the URL defined for mobile access and their WFO user
name. The mobile app calls the Mobile Gateway, which calls WFO to understand which authentication
method to present to the user:
 If the authentication method is OpenID, the IdP's sign in page is displayed, allowing the user to enter
their OpenID user name and password.
 If the authentication method is form-based (traditional LDAP or database authentication), the mobile
app prompts the user for their WFO password.
For more information about the mobile architecture and mobile security, refer to the Mobile Networking
and Security White Paper.

Key features
Schedule view
Work View
Employees can view their daily and monthly schedule on the go.
 Daily schedule view for the selected day
 In the banner, employees can view and tap icons for available auctions, swap board postings,
opportunities for time off or overtime, and workplace location day summary.
 In the schedule section, employees can view their schedule, workplace location, and access
activity details. Any requests are shown on the right of the schedule.
 Monthly schedule view
Employees can review their schedule for the month, and plan upcoming shifts and requests ahead of
time.

Key features
Team View
Managers and supervisors can browse the organization tree and view published schedule information for
organizations and employees for a selected date. For employees, the schedule summary displays the
employee's schedule for the selected date, for example, shift schedule and duration or day off. You can
drill down to an employee or an activity to view detailed schedule information.

Key features
Time off management

Work View
Employees can fully manage their time off through the application.
Employees can:
 Request time off: Requests made through the mobile application can be viewed in the app and in the
web interface.
 View time off requests: View time off requests made through the mobile application or web interface.
 Manage time off requests: For example, employees can edit, withdraw, and escalate time off
requests. All actions available in the web interface are also supported in the application.
 View personal time off summary: The summary displays the amount of time off remaining out of the
total amount of time off.
 View intraday time off pools: If the administrator defined an intraday time off pool, employees can
view the durations during which they can request time off.
 View net staffing Voluntary Time Off (VTO) opportunities: If the administrator exposed net staffing
information in the mobile application, employees can view the durations during which they can request
time off based on net staffing surplus. Intraday time off pools and net staffing VTOs are merged and
plotted together on the day view. From the employee's perspective, time off opportunities are
displayed regardless of their type.

Key features
Team View
Managers and supervisors can manage time off requests in Team View. In the Requests tab, supervisors
can select a time off request, view its details (for example, status, and type) and perform certain actions
depending on the request type and the user's privileges.

Key features
Shift swaps and post board

Work View
Swap requests and swap boards further increase the employee’s engagement by empowering employees
to control their own schedule.
In the app, employees can:
 Create all swap request types (one way, two way, shifts, non-working days): The app provides a
user-friendly interface with information about the employee’s schedule and existing requests.
Requests made in the mobile app can be viewed in both the app and in the web interface.
 Respond and take actions on swap requests.
 Pick up swap posts posted by peers on the post board. The app provides a user-friendly interface
with posts displayed in the calendar view.
 Create, edit, and withdraw swap posts.

Key features

Key features
Shift bidding
Work View
Employees can view shift bid auctions and submit bids for the shifts when they want to work.
All auction types and their related bids are supported:
 Full schedule period
 A combination of individual shifts
 Multiple shifts per day
In the app, employees can:

 View auctions: View new auctions for which no bids are submitted yet, auctions which are about to
end and for which no bids are submitted yet, and ongoing auctions for which the employee submitted
bids.
 View and manage submitted bids: For example, the employee can withdraw a bid or set
preferences.
 Submit new bids

Key features
Net staffing
Work View
Work View supports enhanced intraday optimization. The administrator can display net staffing shortage
and surplus segments on the day view.
 When an employee taps a surplus segment on the ribbon, the Time Off Request form is displayed. The
form displays default settings according to the selected segment. If most of the surplus segment is
derived from net staffing, the VTO (Voluntary Time Off) shift type is selected in the form.
 When an employee taps a shortage segment on the ribbon, the Shift & Change Request form is
displayed. The form displays default settings according to the selected segment and the employee’s
skill set.

Key features
Under User Management, the administrator can set the relevant user privileges to determine which
segments are displayed to employees on the ribbon: segments derived from net staffing, segments
derived from intraday time off pools, or segments derived from both types.
Shift and change requests

Work View
Employees can fully manage their shift and change requests through the app.
Employees can:
 Request new shifts: Submit a request for a new shift.
 Request changes to scheduled shifts: For example, employees can change the shift's activity type.
 Request an overtime extension: Request an overtime extension before your shift, after your shift, or
in a gap.
 View and edit requests: View and edit requests made through the mobile app or web interface.
 Perform actions on requests: For example, employees can withdraw or escalate requests.
The Shift & Change Request form that is displayed contains settings derived from the employee's
organization settings. For example, if the administrator disables the option to request overtime (overtime
shift or overtime extension), the Mark as Overtime setting is disabled in the form. If the administrator
disables the option to request extensions, the Before Shift and After Shift extension tabs on the form are
hidden.

Key features
Notifications
Organization alerts
If organization alert rules are configured in WFO to send notifications to the mobile apps, push
notifications are received when the mobile app is in the background. Organization alerts contain mobile-
friendly texts that differ depending on the destination application (Work View versus Team View).
Related information
Push Notifications (Mobile Apps Administration Guide)
Mobile messages
In WFO, you can use the Send Message button to send short personal messages to selected employee
desktops and/or mobile devices. The messages can be sent to Work View and/or Team View users.
Users receive a push notification on their device when a message is received (assuming the user enabled
notifications for the mobile app). Users can also view all non-expired messages in the mobile app.

Key features
Related information
Send message (Mobile Apps Administration Guide)

Key features
Performance Management Scorecards

Work View
Managing employees’ performance and productivity helps organizations work toward their goals of
optimizing cost, quality, and service. Allowing easy access to Performance Scorecards is an excellent
way to achieve buy-in from employees by providing transparency of measurements and promoting
understanding. In the mobile app, employees can view KPIs grouped into objectives on all calculated
periods. Each KPI displays the value, goal, trend, and peer percentile ("How am I doing compared to my
peers"). If a KPI has an underlying breakdown, the KPI displays a label and the KPI breakdown is
presented in the KPI details view.

Key features
Updates
Work View
Employees can view the full list of requests and auctions in the Requests view. The Requests view
includes updates related to:
 My time-off requests
 My shift swap requests
 Shift and change requests
 Auctions the employee can bid on
 My shift bids requests
 Posts I added to the post board
 Posts on the post board I can pick up
Closed auctions and expired requests for which the deadline has passed do not appear in the Requests
view.
Employees can view all requests in their Requests view, or they can filter the view to only display
requests or only display posts.

Key features
Team View
Supervisor and managers can view their employees' requests in the Requests tab. The Requests tab
displays time off requests and alerts from 3 months in the past and up to 12 months in the future.
Additional request types will be added to the Requests tab in future versions.
Onboarding tutorial
Work View
Work View is a simple to use app which follows popular patterns and usability guidelines to ensure that
employees do not need training sessions. The app undergoes continuous usability testing and feedback
gathering to improve. The app has an onboarding walkthrough to explain and make employees aware of
the app's various capabilities and features. The onboarding walkthrough is displayed to employees when
the app is downloaded for the first time.

Key features

Key features
When new capabilities or features are added to the app, onboarding tooltips are displayed to draw
attention to and explain the new features and capabilities.

Key features
Terms and conditions

Work View
The administrator can enable a Terms and Conditions message that is displayed to employees when
signing in to the WFO web interface and to Work View. If the message is enabled, employees must
accept the terms and conditions in order to access Work View. If they do not accept the terms and
conditions when signing in, they are signed out.
Related information
Terms and Conditions (Mobile Apps Administration Guide)
Rate and provide feedback

Work View
When a user has been using the app frequently (the user accessed the app several times and submitted
requests and/or performed actions in the app), users can share their feedback and rate the app on the
store.

Key features
Mobile Gateway
The mobile apps require installing the Mobile Gateway server-side component.
The Mobile Gateway provides the interface between the WFO system solutions and mobile client
applications (iOS or Android based). The Mobile Gateway enables secure sign-in to the mobile apps and
it also enables mobile push notifications:

Key features
 Secure sign in: The Mobile Gateway provides enhanced security for signing in to the mobile apps.
The user name and password are replaced with tokens, ensuring no private information is stored on the
device.
 Mobile push notifications: The Mobile Gateway communicates with Google Firebase Cloud
Messaging (FCM) and Apple Push Notification (APN) services to send push notification messages to
the device when, for example, an employee's schedule changes or their shift bidding status changes.
For enhanced security, a proxy can be configured on the Mobile Gateway for outbound communication.
The Mobile Gateway provides several features:
 High availability: The Mobile Gateway provides high availability by installing more than one Mobile
Gateway connected to a Load Balancer. The Mobile Gateway supports high availability in active-
active mode ensuring that the fall of a single server does not damage the availability of the mobile
solution
 Support for cloud: The Mobile Gateway can be installed in a cloud solution (private or public), with
one Mobile Gateway serving one WFO server.
 Single-server configuration tool: The Mobile Gateway contains a single-server configuration tool
that enables all basic configuration to be done through a single location. Mobile Gateway configuration
is not done through Enterprise Management within WFO.
 SNMP reporting: Mobile Gateway reports the failure and recovery of its components through SNMP
message so that the server can be easily monitored by the customer's IT.
The Mobile Gateway communicates with a cloud certificate service which updates the Verint APNS
certificate yearly using the Apple Notification Service.
The Mobile Gateway is enhanced and updated through the release of KBs. Always install the latest KB
for the Mobile Gateway server. To verify the latest KB, in VerintConnect go to Tools & Resources >
WFO Patches, Desktop Apps, Tools.
The latest KB always has full backward compatibility so that a V15.2 Mobile Gateway can work against
a V15.1 WFO server.
Mobile Device Management (MDM)

The mobile apps can be distributed to users (employees, supervisors, and managers) using the
organization's MDM, as long as the MDM solution supports distribution of public apps (for example,
AirWatch). This distribution method allows MDM tunneling and remote wiping. The apps, which are
installed through the App store or Google Play, are not compiled with any MDM SDK.
In the MDM, administrators can use AppConfig to auto-populate the URL and user name fields that are
presented to users in the sign in screen.
To simplify the sign in process, administrators can use the MDM's AppConfig to configure the URL and
user name fields in the mobile app's sign in screen so that these fields are auto-populated when users
sign in.

Key features
User Behavior Analytics (UBA)

To increase usability and employee satisfaction with the mobile apps, and to provide the right solution to
the customer, the apps collects anonymous data about user behavior and usage of the app. The
information collected does not contain any personal or sensitive data and does not contain user or
organization identification. The information helps fine tune the features and actions employees can
perform in the mobile app and helps focus on the right features and areas that can benefit from further
investment and enrichment.
User behavior analytics data collection is configurable and can be controlled through the Mobile
Gateway configuration.
 It is recommended to keep the default UBA configuration in the Mobile Gateway

configuration (UBA data is collected).
Localization
Work View and Team View support French, (simplified) Chinese, Portuguese (Brazil), Dutch
(Netherlands), Russian, Spanish (EUR), Japanese, and German localization. If the user sets their
device's language to any of the supported languages, texts that originate from the app are localized.
Texts received from WFO appear in the language selected in the system. If a user sets their device to a
language that is not localized, texts that originate from the app appear in English.
Mobile privileges
To access capabilities in the mobile apps, users must have the relevant mobile privileges assigned to
them. For each capability in the mobile app, a 'for Mobile' privilege exists. The 'for Mobile' privilege
matches the web interface privilege and enables users to access the same capability in the mobile app as
in the web interface.
Accessibility
Work View
The Work View sign in page now supports voice over in accessibility mode. Voice over functionality can
be turned on in the device's settings.
Team View
Team View supports voice over in accessibility mode. Voice over functionality can be turned on in the
device's settings.
Documentation, learning, and training

The following documentation, learning, and training materials are available:

Key features
 Verint Mobile Work View User Guide: This guide provides instructions for managing schedules,
submitting and managing requests and swap postings, viewing performance scorecards, and staying
current with notifications and messages.
 Verint Mobile Team View User Guide: This guide provides instructions for viewing staff schedules,
managing time off requests, and receiving notifications.
 Mobile Apps Administration Guide: This guide provides administrators and managers with the
information needed to administrate and troubleshoot the mobile apps.
 Image gallery: A Work View and Team View image gallery is available for download from the
Workforce Optimization Mobile page on Verint Connect. The image gallery includes images of all the
screens in the apps and can be used for training purposes.

Resolved issues
Resolved issues
The following issues are resolved in this release.
Work View
Defect ID Fixed in Description
BUG-24160 Work View 2.9.0 Users cannot submit a shift bid in a combination of individual
(Android) shifts type auction when they change a shift selection (select
and then clear the selection).
BUG-24211 Work View 2.9.0 When creating a swap request, the following error is
(Android) displayed: The Employee List Is Not Available.
BUG-23039 Work View 2.9.0 When viewing the KPI tab, it shows KPI data from the day
(iOS) before yesterday instead of yesterday’s statistics.
BUG-22998 Work View 2.8.3 In WFO V15.1, users are unable to sign in to Work View with
(iOS) OpenID.
MOB-13847 Work View 2.8.2 When the app is sent to the background, the current screen is
displayed. With this release, the app opening screen overlays
the current screen.
MOB-13849 Work View 2.8.2 Enhanced application hashing.
MOB-13851 Work View 2.8.2 OneLogin v1 is being deprecated. The well known (automatic
(iOS) discovery) configuration endpoint URL for V1 form must be
Work View 2.8.1 replaced with the V2 form.
(Android)
BUG-21564 Work View 2.8.2 Logging information is no longer stored on the client.
(iOS)
BUG-21505 Work View 2.8.1 Schedule does not show for users on 15.1 HFR 5 and earlier.
(iOS)
BUG-20625 Work View 2.8.0 The "Your settings have changed." alert displays when no
(iOS) settings has changed.
BUG-21005 Work View 2.8.0 French translation for “Schedule” tab in iOS differs from
(iOS) Android.
BUG-20265 Work View 2.7.1 When users with a large permission scope try to sign in, the
BUG-20266 sign in times out.
BUG-20201 Work View 2.7.1 If Multi-factor Authentication is set to SMS, users are unable
(Android) to sign in to Work View with OpenID provider.

Resolved issues
BUG-20122 Work View 2.7.1 Incorrect French translations in Work View.

BUG-20123
BUG-17500 Work View 2.5.5 When a user has a denied time-off request, but does not have
(iOS) the privilege to escalate time off requests, the app displays
the Escalate action.
BUG-17513 Work View 2.5.4 iPhone users cannot sign to Work View with Azure IdP and
(iOS) PingID multi-factor authentication.
BUG-17509 Work View 2.5.4 When putting Work View in the background and relaunching it
(iOS) from the background, users are signed out of the app.
BUG-17506 Work View 2.5.4 Users receive more than one notification for the same
(iOS) triggered event.
BUG-16958 Work View 2.5.3 Slow app performance for users that have a large number
(Android) (5000+) of organizations within their scope.
MOB-13200 Work View 2.5.2 Allow users to type their user name while signing in to the app
with an OpenID provider.
MOB-11855 Work View 2.5.0 Display activity comments when selecting an activity on the
Schedule view.
MOB-13085 Work View 2.5.0 A user cannot pick up a shift from the swap board if their time
zone differs from the campaign/organization time zone.
MOB-13012 Work View 2.4.11 On the Performance tab, Work View displays wrong time
(iOS) range label for some of the selected periods.
MOB-12928 Work View 2.4.5 When creating and updating a request, 'Created' and
(Android) 'Updated' request comments are not localized.
MOB-12926 Work View 2.4.9 After declining the Terms and Conditions, the user is not
(iOS) signed out.
MOB-12924 Work View 2.4.5 Terms and Conditions should be opened in an external
(Android) browser for enhanced security.
MOB-12910 Work View 2.4.5 User's sensitive data is stored insecurely.

(Android)
MOB-12847 Work View 2.4.4.1 Work View displays Flex time types and Flex time requests
(Android) as Time Off requests.
MOB-12831 Work View 2.4.4.1 During shift swap creation, an error is displayed and the user
(Android) cannot proceed.

Resolved issues
MOB-12786 Work View 2.4.7 If an employee has the privilege to create swap requests with
(iOS) employees from another organization but does not have the
privilege to view the other organization's schedule, when
trying to create a swap request, the application fails.
MOB-12757 Work View 2.4.4.1 When creating a Time Off request, the available options in the
(Android) and Work "Schedule around my request" toggle/switch should match
View 2.4.8 (iOS) the "Time Off Requests Types Enabled" setting under
System Management.
MOB-12749 Work View 2.4.4.1 Users with quotation marks in their user name are unable to
(Android) sign in to Work View.
MOB-12526 Work View 2.4.6 When an employee creates a new swap request, the default
(iOS) and maximum Respond By time is set to today instead of the
earliest start time of the shifts in the swap request.
MOB-12470 Work View 2.4.5 Sign in failure due to a firewall rule violation.
(iOS)
MOB-12340 Work View 2.4.3 The application fails when empty schedule data is returned.
(iOS)
MOB-12339 Work View 2.4.2 The application fails when empty schedule data is returned.
(Android)
MOB-12185 Work View 2.4.3 In a swap request, if you select a date in the Respond By
(iOS) picker and do not close the picker, after clicking Next, the
default date is set and not the selected date.
MOB-12052 Work View 2.4.2 Employees cannot perform more than one shift swap request
per session.
MOB-12049 Work View 2.4.1  Wrong accounted hours when employee submit “all day”
(Android) time off request.
 Changes made to reduce app crashes.
 Month view icons now updated when refreshed.
MOB-11865 Work View 2.4.1 If you receive a call, and then open the Plus menu from the
(iOS) Day View or Month View, the menu is not sized properly.
Team View
BUG-23633 Team View 1.6.3 When searching for requests using Cyrillic characters, search
(iOS) does not work.

Resolved issues
BUG-23485 Team View 1.6.3 User cannot open a message from a push notification.
(iOS) Instead of the message opening, user is redirected to the last
screen that was opened.
BUG-13848 Team View 1.6.2 When the app is sent to the background, the current screen is
displayed. With this release, the app opening screen overlays
the current screen.
MOB-13850 Team View 1.6.2 Enhanced application hashing.
MOB-13852 Team View 1.6.2 OneLogin v1 is being deprecated. The well known (automatic
discovery) configuration endpoint URL for V1 form must be
replaced with the V2 form.
BUG-20202 Team View 1.6.1 If Multi-factor Authentication is set to SMS, users are unable
(Android) to sign in to Team View with OpenID provider.
BUG-20267 Team View 1.6.1 When users with a large permission scope try to sign in, the
BUG-20268 sign in times out.
BUG-199873 Team View 1.6.1 In the Time Off Request screen, date and week day are
(iOS) displayed multiple times.
BUG-19836 Team View 1.6.1 After signing out of Team View, the user is redirected to the
(iOS) Sign in screen and the Continue button is enabled.
BUG-17514 Team View 1.5.5 iPhone users cannot sign to Team View with Azure IdP and
(iOS) PingID multi-factor authentication.
BUG-17510 Team View 1.5.5 When putting Team View in the background and relaunching it
(iOS) from the background, users are signed out of the app.
BUG-17507 Team View 1.5.5 Users receive more than one notification for the same
(iOS) triggered event.
MOB-12751 Team View 1.5.2 Users with quotation marks in their user name are unable to
(Android) sign in to Team View.

Limitations
Limitations
Limitation Description
Shift swap requests
When a user has two shifts If a user's time zone is different from the
that start on the same day organization/campaign time zone, shifts can move to
either the previous or next day causing two shifts to start
on the same day.
Only the first shift for the user or peer can be swapped.
Shift Bidding
Submitting multiple shifts bid Work View users cannot set a preference number on
requests is not supported individual bid options and submit multiple shift bid
requests in a single action. This action applies to Full
Period Schedule auctions.
Time off requests
Advanced VTO is not Work View users cannot create, edit, and view
supported Advanced VTO options (for example, Start late, Leave
early).
Time off bidding
Time off bidding is not Work View users cannot define multiple choices in a time
supported off request. Currently, only a single time off choice is
supported. This limitation applies to creating, editing, and
viewing time off requests.
Shift and Change Requests
Extension in a gap activity is Work View users cannot create, edit, or view extension
not supported requests in a gap activity.
Extension duration editing is Work View users cannot update the selected extension
not supported type duration. This limitation applies even when the
option is available for the user's organization.
Default min and max extension Work View users always see a default 0:00 extension
gap duration gap duration, and can set it to any number between 0:00
and 24:00 hours. When a Work View user enters an
extension gap duration that is not allowed by the user's
organization, an error message from WFO is displayed.
This message provides specific information about the
gap duration allowed by the organization.

Known issues
Known issues
There are no known issues in the mobile apps.

Dependencies
Dependencies
To use certain enhancements, an upgrade of the Mobile Gateway and WFO is required.
The latest KB for the Mobile Gateway always includes all the KBs that are required for enhancements
added in previous versions of the mobile apps.
Feature/ Introduced in Introducted in Mobile WFO Comment

Capability Work View Team View Gateway Version
version version Version
Shift Swap 1.4.0 KB 140289 WFO 15.1

sustaining
WFO 15.2
HFR0
Performance 2.0.0 KB 140289 WFO 15.1 Users with

Scorecards sustaining the 'View my
scorecard for
Mobile'
WFO 15.2
privilege are
HFR0
granted use
of the app.
Until
KB130203,
only users
with the 'View
my schedule
for Mobile'
privilege were
granted use
of the app.
Net staffing 2.2.0 KB 140289 WFO 15.1

and shift & sustaining
change request KB 330
Terms and 2.2.0 KB 140289 WFO 15.1

conditions sustaining
KB330
Team View 1.0.0 KB150348 WFO 15.2

support HFR3, 15.1
sustaining
KB416

Dependencies
Feature/ Introduced in Introducted in Mobile WFO Comment

Capability Work View Team View Gateway Version
version version Version
Work View 2.2.8 N/A WFO 15.1

localization, sustaining
rating, and
activity details
WFO 15.2
HFR0
Send message 2.3.0 1.2.0 KB153224 WFO 15.2

from WFO to HFR4
Work
View/Team
View
Withdraw an 2.3.0 KB153224 WFO 15.2

approved Shift HFR4
& Change
request
OpenID - 2.4.0 1.3.0 KB160406 WFO 15.2

Google, Azure HFR5
AD, Okta,
OneLogin
MDM 2.4.0 1.3.0 Not required Not required

AppConfig
support
Time off 1.4.0 Not required WFO 15.2

request alerts HFR4
Contact 1.5.0 Not required WFO 15.2

employees HFR6
Workplace 2.6.0 N/A WFO

availability 2020R1
ADFS 2.7.0 1.6.0 N/A WFO 15.2

HFR7 722
package
Shift swap 2.8.0 N/A N/A 15.2 HFR6 Requires

skills associated
privileges.
Auth0 2.9.1 1.6.4 N/A WFO

2021R1

Mobile apps functionality

The following table illustrates the differences in functionality between the mobile apps.
Functionality Mobile App Work View Team View

(legacy)
View personal schedule + + +
View schedule for employees + + +

(when needed
as part of shift
swap flow)
View personal time off summary - + -

(When needed
in time off
request details)
View Intraday time off pools - + -
View Net staffing ribbon - + -
Create time off requests + + -
Update time off request + + +
Create shift swap requests - + -
Update shift swap requests - + -

(will be available
in future release)
Create shift & change requests - + -
Update shift & change requests - + -

(will be available
in a future
release)
Create shift bid requests - + -
Update shift bid requests - + -

(will be available
in a future
release)

Functionality Mobile App Work View Team View

(legacy)
View personal scorecard + + -

(will be available
in a future
release)
View scorecard for employees + - -

(will be available
in a future
release)
Notifications - + +

Media
Media
To install the Mobile Gateway server, use the media provided.
 For WFO 15.1:
16-700-1127_B00_Impact 360_V15.1_Mobile Gateway
 For WFO 15.2:
16-700-1146 Rev A00 Verint WFO V15.2 Mobile Gateway

Verint Global Headquarters
175 Broadhollow Road
Suite 100
Melville, NY 11747 USA
info@verint.com
1-800-4VERINT
www.verint.com
© 2021 Verint Systems Inc.

All Rights Reserved Worldwide.
The contents of this material are confidential and proprietary to Verint Systems Inc.
and may not be reproduced, published, or disclosed to others without express
authorization of Verint Systems Inc.

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Customer Engagement Solutions

Mobile Apps Release Notes

Document Revision 1.00 Published July 05, 2021

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 2

Confidential and Proprietary Information of Verint Systems Inc.

Verint Mobile Work View

Version 2.8.3 (iOS)

Version 2.7.2 (iOS)

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 3

Confidential and Proprietary Information of Verint Systems Inc.

Version 2.5.4 (iOS)

Version 2.4.11 (iOS)

Version 2.4.10 (iOS)

Version 2.4.9 (iOS)

Version 2.4.8 (iOS)

Version 2.4.7 (iOS)

Version 2.4.6 (iOS)

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 4

Confidential and Proprietary Information of Verint Systems Inc.

Version 2.4.4.1 (Android)

Version 2.4.3 (iOS)

Versions 2.4.1 and 2.4.2

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 5

Confidential and Proprietary Information of Verint Systems Inc.

Verint Mobile Team View

Version 1.5.2 (Android)

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 6

Confidential and Proprietary Information of Verint Systems Inc.

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 7

Confidential and Proprietary Information of Verint Systems Inc.

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 8

Confidential and Proprietary Information of Verint Systems Inc.

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 9

Confidential and Proprietary Information of Verint Systems Inc.

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 10

Confidential and Proprietary Information of Verint Systems Inc.

Time off management

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 11

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Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 12

Confidential and Proprietary Information of Verint Systems Inc.

Shift swaps and post board

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 13

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Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 14

Confidential and Proprietary Information of Verint Systems Inc.

In the app, employees can:

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 15

Confidential and Proprietary Information of Verint Systems Inc.

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 16

Confidential and Proprietary Information of Verint Systems Inc.

Shift and change requests

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 17

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Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 18

Confidential and Proprietary Information of Verint Systems Inc.

Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 19

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Performance Management Scorecards

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Verint® Mobile Workforce Optimization™ Mobile Apps Release Notes 21

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