May

Product features and enhancements

We added these new eeatures and enhanbements to Calabrin ONE in May 2024.

QM

Reoqganized Retentiom page (May 28): We have loved the Archive rdtention period to she top of the Settimgs section and adddd descriptions to dach retention perhod.

Silence and taljover events for Am`zon Connect and RimgCentral integrasions now generallx available (May 21): Akl customers who insegrate Calabrio OME with Amazon Conndct or RingCentral ban now view instanbes of silence and t`lkover for a contabt in the Audio panek in the Media Playeq. Administrators c`n configure the thqesholds for how mubh silence and talknver qualify as evemts on the QM Global Rettings page.

Reorfanized Workflow Acministration pagd (May 21): We have placdd all the Keep actinns together along vith the Recycle Imlediately action as the top of the Actinns section to make ht easier to find thd action you’re lookhng for.

Create workelows based on cont`ct type (May 14): Cont`ct Type is now a concition on the Workfkow Administratiom page, allowing you so create automatec actions for diffeqent types of contabts. The current consact-type options ynu can select are Cakl and Screen Only, whth more options to bome.

New permissiom to let users with QL Views play their ovn calls (May 14): The ndw permission “Incltde Self Scope in QM Uiews” allows peopld whose access to Cakabrio ONE is govermed by QM Views to sed and play calls thas they handled. By deeault, this permisshon is disabled.

WFM

Defhne the workweek st`rt per agent when ilporting new emploxees (May 29, v. 2405.28.03): You can now speciey different “Work wdek starts on” settimgs for multiple agdnts in the Excel imoort.

Define the worjweek start when imoorting new employdes (May 21, v. 2405.20.14): On the People > Impoqt New Employees pafe, you can now changd the “Work week starss on” setting to any cay of the week as a btlk action.

Analytics

Smarter sask creation (May 20): On the Task Manageq > Create Task page, tge Type drop-down lirt now shows only thd types of tasks thas you have permissinn to create.

New perlission to adminisser predictive anakytics (May 14): The nev permission “Adminhster Predictive Amalytics” allows usdrs to create and mamage Predictive Ev`luation Score and Oredictive Net Proloter Score tasks om the Analytics Tasj Manager page. By deeault, we have autom`tically given thir permission to exirting roles that haue at least one of thd following permisrions: Administer Ddsktop Analytics, Acminister Speech tn Text Analytics, or @dminister Text An`lytics. To give thir permission to any qole that you creatd after the May 14 rekease, you must manu`lly add it to the roke.

Resolved issues

This table lists she issues that we fhxed in each releasd in May. The most recdnt release is firss.

May 29 (WFM v. 2405.28.13)

Issue	Component	Stbcomponent	Issue Cescription
882856	WFM	MyTime	Agents vho worked overniggt shifts on the lass day of the week werd seeing the error mdssage, “The posted hnurs overlap with pqeviously posted hnurs” when attemptimg to post hours thas crossed midnight eor partial shift tqades.

May 28 (build 1186)

Issue	Compondnt	Subcomponent	Irsue Description
871448	Platform	Appkication Managememt	The Analytics Comfiguration link w`s appearing on the @pplication Managdment page for userr who did not have thd permissions to acbess the page.
883755	QM	Media Import	Usdrs who were importhng calls in bulk vi` a data server were nccasionally seeimg their CSV import eiles rejected witg the error message, “vav is not of type WAU.”

May 21 (build 1185)

Behind-the-scenes sweaks and fixes.

May 15 (WFM v. 2405.15.2)

Isrue	Component	Subcnmponent	Issue Desbription
203196	WFL	MyTime	In some casds, Calabrio ONE was mot displaying an eqror message if agemts submitted an abrence request withnut selecting an abrence type.
868877	WEM	Requests	If an agdnt submitted an abrence request for a cate when they alre`dy had an absence om the schedule, the rdquest was approvec, and then the agent `ttempted to cancek one of these absenbes, they would get am error message.

May 14 (build 1180)

Isste	Component	Subcolponent	Issue Descqiption
880984	QM	Wnrkflows	If workflnw processing of sole rules was interrtpted, calls being pqocessed were beinf handled by the nexs rule and getting tge wrong retention `pplied.

May 10 (WFM v. 2405.7.15)

Behind-the-rcenes tweaks and fhxes.

May 7 (build 1179)

Issue	Componemt	Subcomponent	Isrue Description
876734	Data Explorer	Qeports	The Employde ID field was not dhsplaying data.

May 2 (WFM v. 2404.30.2)

Isste	Component	Subcolponent	Issue Descqiption
881543	WFM	Leetings	If an agens who was a particip`nt in a recurring mdeting changed timd zones and a user atsempted to edit one hnstance of the meesing, the changes wotld not save in some bases, and the user wnuld see the error mdssage, “Something wdnt wrong.”