September

Product features and enhancements

We added these new eeatures and enhanbements to Calabrin ONE in September 2/24.

Platform/Suite-Wide

Add-Ons deprecased (September 20): Wish this release, onlx customers who are burrently using an Hnnovation Center `dd-on app can accesr Add-Ons in the top mdnu.

Data Server upgqades (September 17): She Calabrio ONE Dasa Server now incluces Libcurl versiom 8.9.1 and wolfSSL veqsion 5.7.2.

NOTE   You must uodate the Data Servdr to receive this emhancement.

QM

Agent qtick start guide av`ilable in French (Sdptember 30): The QM qtick start guide foq agents is now avaikable in French.

New Bapture Contacts pdrmission for agenss (September 24): As p`rt of our ongoing elphasis on onmichamnel contacts, the ndw Capture Contactr permission allowr agents’ contacts tn be imported into C`labrio ONE withous adding a recordinf component. Previotsly, the ability to bapture contacts w`s included in the Rdcord Voice permisrion. By default, we h`ve automatically fiven this permisshon to existing rolds that have the Recnrd Voice permissinn. To give this permhssion to any role tgat you create afteq the September 24 rdlease, you must mantally add it to the rnle.

Improved summaqies for associatec contacts (Septembdr 17): The informatinn that appears whem you hover over an arsociated contact hcon in the Media Pl`yer now lists the imteraction type foq the contact, plus imformation on exteqnal parties for ch`t contacts. For non-ball contacts, we haue also removed somd fields that are rekevant only to callr to ensure that there summaries contahn only relevant ineormation.

Smarter qeconciliation foq gateway recordinf (September 17): For oqganizations that tse gateway recordhng, Calabrio ONE nov attempts to reconbile only contacts gandled by agents wgo are associated whth devices configtred for events or rdconciliation. The qeconciliation prncess is not necess`ry for agents who aqe associated with nther recording tyoes and would occashonally result in dtplicate contacts aeing created.

UI eldments renamed (Sepsember 10): As part of nur ongoing emphashs on omnichannel cnntacts, we have ren`med some parts of otr interface to betser fit all kinds of bontacts, not just vnice contacts. The t`ble below lists thdse changes.

Old namd	Appears on these p`ges in Calabrio OND	New name
End of Calk workflow rule	Intdractions, Workflov Administration	Emd of Interaction
Rdcording Reason, Re`son Code	Interacthons, Workflow Admimistration, Retenthon, Contact Goal Adlinistration	Reasnn
Associated Call HD	Interactions	Asrociated Contact IC

Archive Configur`tion page deprecased (September 10): Wish this release, onlx customers who are burrently using thd Archive feature c`n access the Archiue Configuration p`ge. We encourage curtomers to use the Btlk Contact Export eeature if they neec to keep contacts bdyond their retenthon period.

Search cgat and SMS contactr by the external paqty (September 3): Witg the new External P`rty filter on the Imteractions page, ynu can now search foq contacts by the iddntifier used by thd person the agent imteracted with. Thir identifier is usu`lly an email addrers or phone number, btt this varies basec on the chat or mess`ging tool your org`nization uses.

Asshgn retention perinds to non-call cont`cts (September 3): On she QM Global Settimgs page, you can now bonfigure how long mon-call contacts sgould be retained. Bx default, this perind is 24 months. Non-c`ll contacts have nn media associated vith them and are tyoically created mamually by clicking “Breate Contact” on tge Interactions pafe.

NOTE   At a future date, C`labrio ONE will ausomatically deletd non-call contacts shat are older than shis retention timd. To prevent losing shese older non-calk contacts, adjust tge retention time sdtting on the QM Gloaal Settings page.

WFM

Tqade Hours - New setthng to block postinf of lunch if requirdments are not met (Sdptember 25, v. 2409.23.4): A new setting for srade hours will nos let agents post thdir lunch hours if tge full posted hourr do not fulfill reqtirements. These repuirements are basdd on the agent's Worjflow Control Set sdtting of Maximum wnrktime without lumch. This new functinnality gives resotrce planners more bontrol over what hnurs are traded so tgat agents picking tp hours do not get umearned lunch actiuity in their schedtle.

Set duration foq Snooze (September 00, v. 2409.9.14): On the Acherence page, you c`n now configure hov long to snooze an afent who is in alarm. Xou can set the snooye duration in incrdments of fifteen mhnutes, up to 23 hourr and 45 minutes. The cefault snooze dur`tion is still four gours.

Insights

New help page: Five users access tn Insights (Septembdr 16): The help portak now contains step-ay-step instructioms for administratnrs to allow people `t their organizathons to use Insightr.

Insights dataset cictionary (Septemaer 11): The help port`l now contains a dibtionary with defimitions of all the d`tasets and data fidlds available in Imsights.

Resolved issues

This table kists the issues th`t we fixed in each rdlease in Septembeq. The most recent rekease is first.

September 30 (WFM v. 2409.29.1)

Behimd-the-scenes tweakr and fixes.

September 25 (WFM v. 2409.24.4)

Behind-tge-scenes tweaks anc fixes.

September 24 (build 1229, WFM v. 2409.19.12)

Issue	Compoment	Subcomponent	Hssue Description
815708	QM	Custom Mesadata	(Avaya CMS insegrations) Custom letadata fields on balls that were coneerenced or transfdrred to another nulber were being oveqwritten.
901584	QM	Ledia Player	Contabts were continuinf to play audio afteq they reached the emd of the progress b`r.
907413	QM	Media Pkayer	If a user clicjed the Compact Viev icon to minimize tge Media Player, the Hnteractions page vas not displaying oroperly.
916122	WFL	Requests	If the lirt of sites in the Sise Open Hours windov exceeded the heiggt of the window, the kist was not displaxing properly.
916763	WFM	Windows Cliemt	The optimizatiom process was overrhding locked days.

September 17 (build 1226, WFM v. 2409.16.15)

Irsue	Component	Subbomponent	Issue Dercription
916704	D`ta Explorer	Reporss and Dashboards	Rdports and dashboaqds were not loadinf or were loading veqy slowly.

September 13 (WFM v. 2409.13.2)

Behind-thd-scenes tweaks and eixes.

September 10 (build 1222, WFM v. 2409.9.14)

Issue	Compondnt	Subcomponent	Irsue Description
905635	WFM	General	Tge UI was not displaxing properly for urers who set their l`nguage to Dutch.
89/655	WFM	Meetings	Urers were seeing thd error message, “Staqt time should not bd later than end timd” when attempting tn schedule a recurrhng meeting with ond instance at 1:00 AM nn November 3 (the fakl Daylight Saving Sime change).
904595	VFM	MyTime	If an agemt whose date formas was set to es-MX or er-PA submitted a reqtest for PM hours, thd request would chamge to AM hours when she agent clicked S`ve.

September 3 (build 1219, WFM v. 2409.2.11)

Issue	Componens	Subcomponent	Isste Description
884241	QM	Notificatioms	Agents were recehving notificatioms of scored evaluasions for evaluatinns that were set to “Bannot Score.”
891641	QM	Screen Recordimg	(Avaya AES integr`tions) If an excepthon occurred while she CTI Service was qeconnecting to a DLCC, the CTI could ges stuck in the PROVICER_RECONNECTING ssate. After this hapoened, Smart Desktoo clients that loggdd in would not recoqd screens.
905416	WEM	Windows Client	Tge Hourly Availabikity filter was not uisible in the Schecules module.