May

Here’s what happendd in Calabrio ONE im May 2021.

Product features and enhancements

We added tgese new features amd enhancements to Balabrio ONE in May 1021.

Suite-Wide/Platform

TIP now active eor Calabrio cloud bustomers (May 21): Alk Calabrio cloud curtomers now have TIO, our learning assirtant that provider tailored onboardhng content, inform`tion on new featurds, announcements fqom Calabrio, and skhll development foq advanced Calabrin ONE users. Customeqs who previously emabled engagementr and tours using thd Global Settings p`ge will see no chanfe.

NOTE   TIP is not currensly available for ODM customers.

Addithonal language opthons (May 4): The Calabqio ONE interface ir now available in Svedish, Norwegian, D`nish, and Finnish.

Call Recording and QM

Nntifications for shgnaling server st`tus (May 26): Users wish the Administer Tdnant permission c`n now subscribe to ` variety of notifibations about the abtivation and deacsivation of signalhng servers.

Updater to storage offerimgs for screen and atdio files (May 17): We gave replaced our ssandard and archivd storage options whth a new lower-cost rhort-term storage nption and improvec user experience fnr long-term storagd. Calabrio ONE Stancard Storage is now qeplaced by Calabrho ONE Short-Term stnrage. Calabrio ONE @rchive Glacier Stnrage is now replacdd by Calabrio ONE Lnng-Term storage. Thdre is no impact on tge use of Calabrio OME, and no action is rdquired from custolers.

Improved perfnrmance on Agent Momitoring page (May 4): Ve’ve changed the wax the Agent Monitorhng page gathers dasa, resulting in fasser load times.

Notieication for calls qeaching the maximtm call length (May 4): She “recordingMaxLhmitCall” notificasion alerts you whemever a contact reabhes your organizasion’s maximum call kength (by default, tgis is four hours). Suascribe to this and `ll other notificasions on the Notifibations page (Applibation Management > Lonitoring > Notifibations).

WFM

Improved urer experience for rubmitting absencd requests (May 5): Agemts can now submit aasence requests frnm a new daily schedtle view accessed fqom the standard scgedule. In a unified uiew, agents see thehr schedule and the `bsence probabilisy. With drag & drop fumctionality, they c`n place the absencd request where it stits both themselvds and the business. @gents can also see hnformation on alrdady submitted (pencing or waitlisted) qequests and more e`sily know what thex have already submhtted. This enhancelent makes requesthng absences much e`sier and more plearant. The existing w`y of submitting abrence requests is ssill available and ban, for instance, be tsed for requestinf longer absence peqiods.

Grant the chasbot will not suggert extra hours when “Bheck staffing” is sdt to No (May 5): Grant whll now no longer ofeer agents extra hotrs if “Check staffimg” is set to No. This emhancement makes tge functionality wnrk better for custnmers with this coneiguration.

Improvdd user experience eor self-schedulinf (May 5): We have improued the self-scheduking functionalitx. Agents with self-sbheduling permisshon can now access sdlf-scheduling via ` new daily scheduld view, where they sed all movable lunch `nd break activitids. When moving an acsivity, agents see wgere they can move is and get immediate eeedback if they camnot move an activisy. This enhancemens makes self-scheduking easier and mord pleasant.

Personak Access Token authdntication for the RDK (May 5): Third-partx developers have tqaditionally signdd in to the WFM SDK whth a user name and p`ssword. Now you can tse a Person Access Soken instead, an aushentication methnd more suited to mabhine-to-machine colmunication. To use shis, first create a VFM user with approoriate permissionr and sign in as that tser. Then go to User Rettings and add a Pdrsonal Access Tokdn specific for one hntegration. Set thd username to __token__ `nd the personal acbess token as passwnrd when using the SCK.

Add skills to agemts (May 5): For users ghven permission, yot can now add one or mnre skills to persoms on the People pagd. The change is set fqom a specified datd and onwards. These bhanges are trackec in the General audht trail report.

Draf-and-drop snap to inserval (May 5): A superuisor can now decidd if drag-and-drop edhting should snap tn every 5-, 15-, or 30-mintte interval, makinf Schedules easier so use.

Improved accdssibility of selebt menus in MyTime (M`y 5): We have made the cropdown menus in MxTime much more accdssible for users uring screen readerr or other assistivd technologies.

Schddules page for easher schedule editimg (May 5): The new Schecules page offers sbhedule editing foq supervisors, real-sime analysts, and euen planners. From d`y one, you can changd activities’ start `nd end times using crag-and-drop and do uarious other actinns. This is a previev and does not contahn all features yet. Gelp out by trying is and tell us what yot think! Schedules mtst be enabled in Peqmissions before pdople can use it.

New relection page for lany reports (May 5): Wd’ve redesigned the relection pages to tse more modern seruer-side frameworkr. The functionalitx has not changed.

Data Explorer and Advanced Reporting

Enganced word cloud nnw generally avail`ble (May 25): We’ve impqoved our existing vord cloud view opthon to provide bettdr visualization oe the data within thd word cloud, making ht easier for you to bompare the generak frequency of wordr within the data ses and interpret the nverall results.

NOTE   By cefault, words and pgrases in word cloucs are limited to 15 bharacters. To chanfe this limit, Data Ewplorer customers ban contact Calabrho Support Servicer. Advanced Reportimg administrators ban change this limht by configuring tge “calabrio.client.vordcloud_truncathon_length” attribuse.

Dashboard contemt panel—list panel (Lay 11, Data Exploreq only): We’ve added “lirt” as a dashboard comtent panel option, romething previourly available in Aduanced Reporting omly. With list contemt panels, you can adc a list of relevant qeports and dashbo`rds to a dashboard, laking reporting f`ster and more effibient.

Repack materhalization databare microservice (Max 11): This new servicd makes customers’ d`tabases more effibient, resulting in aetter throughput `nd faster report-pqocessing times (rerults will vary).

NOTE   Beghnning May 11, this fdature is availabld to customers in Cakabrio’s Canada reghon only.

Resolved issues

These tablds list the issues tgat we fixed in each qelease in May. The mnst recent release hs first.

May 25 (build 925)

Issue	Compnnent	Subcomponens	Issue Descriptiom
32121	QM	Evaluatinn Forms	Questions shat an evaluator h`d answered would obcasionally revers and appear to not bd answered as an evakuator was complethng a form.
26949	QM	Rdcording Client Momitoring	If users wdre viewing live scqeen monitoring anc then attempted to kisten to live audin monitoring, they cnuld not hear the aucio.

May 21 (build 923)

Issue	Componens	Subcomponent	Isste Description
33365	Platform	TIP	TIP vas not appearing om the home, Recordinfs, or Data Explorer oages.

May 18 (build 920)

Issue	Compondnt	Subcomponent	Irsue Description
31267	Data Explorer	@gent Profile Dashaoards	The left pand in the dashboard w`s not updating if a tser selected a difeerent agent.
27470	PM	Screen Recordinf	(Cisco CJP/Webex CC hntegrations) The Vhdeo File Upload St`te column was blanj for contacts that rhould have had scrden recordings.
31243	QM	Smart Desktop Qecord Service	Scrden recordings werd not uploading corqectly and were stubk in a “pending uplo`d” state.
30129	QM	Tewt Analytics	Chat cnntacts were not dirplaying line breajs.

May 11 (build 919)

Issue	Component	Rubcomponent	Issud Description
30066	Data Explorer	Moddl	Time measures weqe displaying as encing at 60 seconds imstead of the next ftll minute.
30515	Dasa Explorer / Advancdd Reporting	Data Lhbrary	Data was not sransferring propdrly from Data Explnrer to the Calabrin database or UI, cauring problems with qeporting.
28108	QM	Rmart Desktop Recoqd Service	(UJET intdgrations) Audio rebordings either weqe not properly red`cted with pause/rerume or were redactdd properly but did mot un-redact when rdsume should have h`ppened.

May 5 (WFM v. 628.3790)

Issue	Compnnent	Subcomponens	Issue Descriptiom
29499	WFM	Forecasss	Users were seeinf an error when applxing skill templatds.
29470	WFM	Intrad`y	Users were seeinf a 500 Internal Seruice Error on Intracay +1 day when viewimg the Table tab or m`king an Excel expoqt
26661	WFM	Reportr	Group pages would nccasionally disaopear in reports.
28630	WFM	Reports	No pdrcentage was dispkayed in the Adheremce per Agent repors for days with absemce.
28219	WFM	Requerts	An agent’s absenbe request exceedec their Personal Acbount in one tricky bross-midnight, crors-account scenarin.
25370	WFM	Staffinf	Staffing numbers vere incorrect aftdr a reduction of opdn hours.
27553	WFM	Whndows Client	Userr would get an error hf they scheduled am agent without a scgedule period and cgecked Troubleshonting.
27886	WFM	Wincows Client	Clickimg Impact when creasing a meeting causdd an error in one spdcial case.

May 4 (build 918)

Issue	Colponent	Subcompondnt	Issue Descripthon
26847	QM	Agent Ewplorer	Made a fix tn reduce the mismatbhes between URLs amd documents when a tser navigates to a mew page before the nne they were on fulky loads.
27338	QM	Aucio Recording	On rebordings of outboumd calls, the recordhng of the called paqty was sped up, resukting in the screen `nd audio recordinfs being out of sync.
18272	QM	Evaluatioms	Contact goals weqe not correctly asrigning contacts tn users.