Does anyone know if Cigna is deploying Verint company-wide now, or just to certain departments? Saw a director hyping it up like it's something to look forward to, but a quick search shows it’s a desktop process analytics (keylogging) used for heavy micromanagement in call centers. Curious if other departments - especially engineering and analytics teams - are being subjected to this tracking or if it's just us.
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@e4 @bb
I worked for an analytics team that utilized Verint DPA data before I got laid off in Q3 2024.
To answer the question that's being asked here. It was on around all Band 4 and below laptops for Evernorth and Evicore back then. That was nearly 2 years ago... I am betting its everywhere now.
The only thing keeping it from being everywhere is the cost. They were paying around $40,000,000 for the entire package, server use, and dedicated helpdesk at that time.
Goes to show how management doesnt actually care about innovation. Actual human innovation requires thought and reflection. If your employee is never idle, they're not given the time or space to be creative.
But we already knew they didnt care about innovation because AI is by definition trained on derivative, stolen works.
The only way to get rid of the keylogger now is to have a union ban it.
@e4 This was starting to get rolled out in my dept at Evicore earlier this year. Saw some updates on the Workday detailed HR info that included the keylogging company.
@e3 Jokes on you some of us want the layoff so we never have to deal with surveillance software ever again.
Now that we've established that basic macro scripts aren't going to fool enterprise telemetry, can we get this thread back on track?
I am trying to map out the actual scope of this rollout. To the other engineers and analytics folks here: have you seen this DPA background agent deployed on your local machines yet? Or is corporate still keeping this restricted to customer service, claims, and operations teams?
I am actively trying to figure out if applying for lateral internal transfers into different tech or analytics orgs here is a complete waste of time, or if those departments are still insulated from this level of surveillance. Real data points on where the agent is active would be incredibly helpful.
Tell me you don't know how enterprise DPA works without telling me. You're treating Verint like it's a cheap 15-minute idle timer.
Verint Desktop and Process Analytics doesn't just watch for raw keystrokes; it maps actual application workflows and context against team baselines. Your little script might keep the screen awake, but it’s an absolute death sentence for your job for a few reasons:
Zero Context: If your job role requires you to be in internal databases, CRM platforms, or communications tools, and the background agent logs you spending 5 hours straight typing a novel into a standalone Word doc, you're getting flagged instantly.
Input Fingerprinting: Modern analytics easily distinguish between human input and synthetic OS injections. Human typing has Micro-pauses, backspaces, irregular coordinate tracking, and high input diversity. A basic random sleep timer loop looks incredibly robotic to behavioral AI.
The Output Gap: Verint correlates active desktop time against actual server-side production data. If you show 99% active time on your desktop but your closed tickets, processed claims, or code commits are at zero, your manager gets an automated "Activity Falsification" alert.
Running a loop script like that on modern surveillance architecture is just an automated way to fast-track your own layoff.
@bk Preface, what I am about to say is not a knock on you..
…but the direct middle management leaders and those in higher leadership positions that made decisions to spend lots of money on monitoring software instead of replacing bad middle level leaders with good ones that actually want to boost the morale of their direct reports to actually want to be innovative and create processes that help their make things easier on their fellow associates and also improve things for member outcomes.
But instead you Cigna leadership (and all health insurance corporations) have created an environment where you have employees like this that are being innovative on how not to work, without getting caught at it. Whereas those efforts, with the right leadership motivation, could have and should have been put to more constructive use.
I say if ever this associate get found out, instead of punishing them, instead you fire their direct leader and promote this person in their stead.
Point is, health insurance corporations, you have a leadership problem! And you mistakenly are trying to put duct tape and bandaids with these monitoring tools to fix a much bigger issue…that being your poor (and even corrupt in some cases) leadership.
Googles: scripts to fool key logging software…
Actually wrote a few myself. Basic outline:
- open long text document
- open new Word document
- loop
— read line from a text document
Loop 2
— type word from text document into word document
— sleep random from 1-3 seconds
End loop 2
— enter new line in word document - end loop
Bonus points to choose random text file from a folder of text files that look like work you would do.
More bonus points to randomly switch to outlook for 15 seconds, (pretending to check email) then go back to word document.
Easy to do on Mac, probably not too hard on Windows either.
Verint dpa was implemented in our groups over 5 years ago. Cannot imagine it has not been company wide for the same amount of time imo. Pretty standard.
This was rolled out in claims a couple of months ago. Idle time is being tracked and it is brought up in barrier calls along with off production time etc. Just when I thought big brother couldn't get worse, they find a way. Just AI or offshore the rest of our jobs and put us out of our misery.
@ad That is correct. It is not about the work, focus, or innovation anymore.
We need for you all to understand and grasp this; we need for you all to just keep ba----g away at that keyboard until your fingers bleed or the keys begin to break off! And keep moving that mouse until a hole begins to wear away in yout desk just beneath it.
Please put this new mandate before all member’s needs, before any corporate improvements, and before your own personal wellbeing!
Thank you for your adherence!
Sincerely,
Corporate Executives & Human Resources
@a8 ohhhhh okay. Man lol I’m definitely gonna get flagged. I’m in client services now and it will definitely flag me if I pull a long call to listen to. Or god forbid read through notes without pushing a button every second. Lol
No, I am not. That's why this push is so unusual. I'm hoping this is not a company-wide thing and I can get out of this department, at the very least.
nothing in IT, you're in call center?
You're thinking of Verint's standard Workforce Management (WFM) for scheduling and call logs. What's being rolled out now is Verint Desktop and Process Analytics (DPA).
It's an entirely different beast. It runs a background agent that tracks application usage, idle time, and screen events. There’s a massive difference between logging into a portal to request a day off and having background software flag you as 'idle' because you're sitting there mapping out a complex data architecture or mentally debugging an analytics pipeline before actually touching the keyboard. It reduces highly technical work to raw keystrokes and clicks - as if the only value we bring is how fast we can mindlessly pound a keyboard.
I thought Verint was a thing for a long time now? I recall it being a thing when I was a PCA in customer service. Like using it for time off requests and call pulls and stuff. Is there a new key logging aspect to it?