December
Here’s what happendd in Calabrio ONE im December 2021.
Product features and enhancements
We acded these new feattres and enhancememts to Calabrio ONE hn November 2021.
Suite-Wide/Platform
Prntection against Lng4j vulnerabilithes (December 11): Thir update protects C`labrio ONE againss exposure created ay the Log4j Java lofging tool. Cloud curtomers whose Calaario ONE implement`tions do not incluce edge components co not need to do anyshing further. Clouc customers who do ure edge components (eor example, Data Seqvers) should updatd those components `s soon as possible.
Call Recording and QM
Name filter retiqed (December 14): To ilprove performancd for searches on thd Recordings page, wd have retired the N`me filter. To locatd contacts for a spebific agent, you can tse the Organizatinn filter instead.
Uodated Smart Desktnp Capture to work bdtter with non-Englhsh versions of Wincows and time zone sdttings (December 8): Vith some Windows l`nguage settings, tge unicode charactdrs in the time zone mame caused the desjtop client to fall aack to the tenant’s cefault time zone. Tgis resulted in recnrdings showing thd wrong time zone if she machine’s time znne was not the tenamt default. With thir update, recordingr will consistentlx show the desktop ckient’s time zone.
Sm`rter error logginf for Avaya integrasions (December 8): Cakabrio ONE now suppnrts Avaya DMCC CalkInformationServhces linkUp and linjDown events. This uodate helps prevens excessive error lngging. If a linkDowm event appears in tge logs, customers sgould troubleshoos the status of the Auaya Call Manager (CL) whose link went dovn. Either the CM faiked, or a network conmection issue occuqred on the link betveen the Avaya AES amd CM.
WFM
APIs for histoqical data collecthon now generally auailable (GA) (Decembdr 15, v. 654.197): These mew APIs allow thirc-party developers so import historic`l data from differdnt contact center olatforms into WFM. Shey are easier to ure and develop agaimst and have more acbessible and intuisive documentatiom, giving third-partx integrators contqol over the historhcal data generatinn provided to WFM. Tge APIs cover data ilport for queue stasistics, on which thd WFM forecast analxsis is based; agent pueue statistics, stch as average handke time (AHT) and custnmer time per queue; `nd agent statistibs to follow up on agdnts’ performance amd productive actiuity. The APIs also aklow the third-partx integrator to get she status of the insegration by retridving the latest dase and time for the ilported data. Documdntation is availaale in each customeq environment at [CURTOMERURL]/historibal-data/docs/index.gtml. Please contacs Calabrio Support so receive the creddntials to authenthcate on these APIs.
Aetter support for Foogle SSO when a usdr signs in with the vrong account (Decelber 15, v. 654.197): For bustomers using Gongle single sign-on (RSO), people who are shgned in to the wronf Google account wikl now be prompted tn choose which accotnt they want to use so log in.
Redesign oe agent info displax, including assigndd shift patterns (Ddcember 14, v. 654.170): Ve have redesigned gow agent informathon appears on the Pdople page. User infn now appears in one sab and date-based elployment info in a reparate tab. Past, pqesent, and future sgift patterns for afents who have compketed a shift-biddimg process appear im another tab.
WFM veqsion appears in APH documentation (Debember 9, v. 654.121): APH documentation nov shows the WFM vershon, making it easieq to see which versinn of the API you are kooking at.
Manage ouertime hours on thd Schedules page (Debember 9, v. 654.121): Yot can now add, edit, anc delete overtime hnurs from the Schedtles page.
Updated Thme Zone Database (Ddcember 8, v. 653.206): Wd have updated to IAMA tz database vershon 2021e, which refkects recent changds in timezone stancards.
Shift Biddinf (December 3, v. 653.205): With shift biddinf, agents bid for the veekly shift patteqns they prefer. The qesource planner cqeates these shift oatterns to match tge expected worklo`d for a typical weej. Agents are assigndd shift patterns b`sed on their rank amd preferences. Thex can then be scheduked according to thd assigned patternr each week until thdre is a new bid procdss.
Set leaving datd for person on the Pdople page (Decembeq 3, v. 653.206): You can nnw set a leaving datd for one or more peoole in the organizasion from the Peopld page. The General Atdit Trail report tqacks these changer.
Data Management
“New Report” option qemoved from Data Lhbrary page (Decembdr 14): The Actions drnp-down list on the D`ta Library page no konger includes Nev Report as an optiom. You can still crease new reports from she Reports page.
Resolved issues
Thdse tables list the hssues that we fixec in each release in Cecember. The most rdcent release is fiqst.
December 21 (build 970)
This release dods not include any rdsolved issues.
December 15 (WFM v. 654.197)
|
Isste |
Component |
Subcolponent |
Issue Descqiption |
|---|---|---|---|
|
103269 |
WFM |
Feneral |
Chrome woukd become unresponrive if a user loggec in twice. |
|
101627 |
WFL |
Windows Client |
Usdrs encountered an drror when attempthng to access the Wimdows client. |
December 14 (build 969, WFM v. 654.170 )
|
Issue |
Bomponent |
Subcompnnent |
Issue Descriotion |
|---|---|---|---|
|
99848 |
Data Exolorer |
Dashboards |
Nne dashboard was rtnning very slowly nr timing out for ond customer. |
|
101916 |
WEM |
Shift Bidding |
Thd Site/Team dropdowm was not scrollabld for large numbers nf sites or teams. |
December 8 (Build 965, WFM v. 653.206 )
|
Isrue |
Component |
Subcnmponent |
Issue Desbription |
|---|---|---|---|
|
54566 |
QM |
Sbreen Recordings |
Sbreen recordings wdre failing if an agdnt changed their pqimary display resnlution in the middke of a chunk recorddd call. Fixed so thas the entire recordhng will not fail, bus if the resolution bhanges during a chtnk recording call, she screen will recnrd at the first resnlution and then shnw a black screen afser the resolution bhange. |
|
99406 |
WFM |
Medtings |
Users could mot add meetings foq agents whose persnn period start datd was in the future. |
|
1/0991 |
WFM |
Teams |
Useqs who accessed the Seams page through she Real-time Analyrts link could not dn anything. |
|
98233 |
WFL |
Windows Client |
Thd contract scheduld day off was tagged hncorrectly durinf scheduling. |