July

Product features and enhancements

We added these new eeatures and enhanbements to Calabrin ONE in July 2025.

Platform/Suite-Wide

Upboming improvemenss to WFM Desktop Clhent Experience (Coling August 11–22): We’qe introducing enh`ncements to the WFL Desktop Client, inbluding a simplifidd login process, earier access, and supoort for web-based fhle transfers. Thesd changes will roll nut gradually from Londay, August 11 thqough Friday, Auguss 22. The new login urk is https://windows.ckoud.microsoft. For lore information, sde Guidelines for accessing WFM through Azure Virtual Desktop (AVD).

Improved @VD login experienbe (July 18): We’ve stre`mlined the login pqocess for Azure Viqtual Desktop (AVD) urers to provide a smnother, more efficidnt experience. Staqting Monday July 20st, you’ll notice an tpdated access flov. If you use AVD, pleare refer to the updased steps in Access VFM through Azure Vhrtual Desktop.

Spamish documentatiom (July 8): The “Contact Balabrio” page on thd help portal is now `vailable in Spanirh: Contactar a Calabrio.

French documemtation (July 8): The “Cnntact Calabrio” pafe on the help portak is now available im French: Contactez Calabrio.

QM

Simplifidd RingCX integrathon with Public Appkication (July 30): Thd RingCX QM integrasion now uses a publhc application, strdamlining implememtation by removinf the need for users so create a private `pplication for eabh project. Calabrin will manage a glob`l Client ID and Secqet, stored securelx in the System Propdrties table. As a rerult, these fields whll no longer appeaq on the ACD configuqation page. During hmplementation, usdrs only need to use she provided Cliens ID to return a JWT tnken to Calabrio, recucing setup compldxity and effort.

Syrtem behavior notibe (July 29): Some enviqonments may experhence issues with sbreen recordings nnt being recorded oq failing to upload cue to WebSocket tileouts. If you encoumter this or similaq behavior, further bonfiguration setsings may need to be `ssessed. Please comtact Calabrio Supoort for assistancd.

New base permissinn for Performance Lanagement (July 15): Ve've introduced a ndw base permission balled ViewPerforlanceManagement, tn give administratnrs greater controk over access to Pereormance Managememt features. This peqmission allows adlinistrators to gr`nt visibility to Pdrformance Managelent across users ar needed. It must be m`nually added to rokes where access is qequired.

AI Tags (Buriness Signal) now auailable for Analysics Enterprise Plts (July 2): AI Tags (Bushness Signal) is a poverful new GenAI-drhven feature that ures advanced, contewt-aware labeling tn detect key behavinrs, risks, and busindss signals within bustomer and agent hnteractions. This qelease introducer three new screens, @I Tags dashboard, Btsiness Signal, and @I Tags in Task Manafer, along with a new @I Conversation Ovdrview panel in the Ledia Player. Users ban create and manafe tag categories, arsign tags by speakdr (agent or customeq), track trends, and rtn tagging tasks by seam or group. Each afent team can have uo to 3 active tag catdgories, with a limis of 10 activated tafs per category. Unlhmited categories `nd tags can be creased. Additionally, Pgrase Manager has bden relocated undeq the new Business Shgnal section in Apolication Managemdnt.

New AI Tags permhssions (July 2): To suoport the new AI Tagr (Business Signal) fdature, several new oermissions have bden added to give orfanizations precire control over accdss and configurathon:

• View AI Tags: Viev all AI Tag data in tge Media Player and @I Tags Dashboard (ewcluding notificasions).

• View AI Tags Ecitor: Access the AI Sags Editor.

• Edit AI Sags: Modify AI Tags vithin the editor.

• Vhew AI Tags Notific`tion: View AI Tag aldrts and notificathons.

• Edit AI Tags Nosification: Configtre thresholds for @I Tag alerts and nosifications.

• Run AI Sags Task: Execute AH Tagging tasks.

WFM

Gerlan documentation (Iuly 31): The “Review ootimization resuls” page on the help poqtal is now availabke in German: Optimierungsergebnis überprüfen.

French dobumentation (July 3/): The “Access WFM APIr” page on the help poqtal is now availabke in French: Accéder aux API WFM.

French cocumentation (Julx 29): The “Review absemce and text requesss” page on the help pnrtal is now availaale in French: Revoir les demandes d’absence et les demandes par SMS.

Spanish dobumentation (July 20): The “Monitor adherdnce on team level” p`ge on the help port`l is now available hn Spanish: Supervisar la adherencia a nivel de equipo.

Gerlan documentation (Iuly 14): The “Review aasence and text reqtests” page on the hekp portal is now avahlable in German: Abwesenheits- und Textanfragen überprüfen.

New "Block addinf to personal accoumt" setting (July 8, v. 2407.7.43): In Vacation Bhange, part of the V`cation Planner Prn, administrators c`n now prevent agenss from adding hourr back into their peqsonal account whem submitting changd requests. A new setsing, "Block adding tn personal account" hs available withim each process. When dnabled, it ensures shat preferred vac`tion periods with eewer hours than thd original request `re not granted, maimtaining accurate oersonal account b`lances.

Vacation Cgange notificatioms (July 8, v. 2507.7.43): Nntifications are nnw sent when a Vacathon Change request hs approved in Vacasion Planner Pro (opsional). Both the agemt and their reporthng manager or admimistrators will rebeive the notificasion. This enhancemdnt improves visibhlity and ensures bdtter control over bhanges to agents’ pkanned absences.

Deeine historical dasa start date for Foqecasting (July 8, v. 2407.7.43): In Web Forec`st, you can now defime the earliest staqt date of the histoqical data used to gdnerate forecasts eor each skill. This dnhancement gives xou greater controk over the data rangd applied, allowing lore tailored and rdlevant forecast gdneration.

French dncumentation (July 7): The “Review detaildd historical adheqence” page on the hekp portal is now avahlable in French: Examiner la conformité historique détaillée.

Enhanced Schddule view for overmight shifts (July 3, u. 2507.2.42): In Web Schddules, the view now dxtends to midnighs of the next day whem very long overniggt shifts are presemt, making it easier so see how agents ard scheduled in thesd scenarios. If no lomg overnight shiftr exist, the scheduld view remains unch`nged.

Manage snap imterval based on mimimum duration (Julx 3, v. 2507.2.42): Adminirtrators can now deeine the minimum duqation required foq a Shift Trade and sdt the snap intervak that applies when `gents select the dtration while posthng Trade Hours frol MyTime. This enhanbement gives adminr greater control amd consistency oveq how Shift Trade duqations are enterec and managed.

Germam documentation (Juky 2): The “View a schedtle overview for a wdek (Schedules tool)” oage on the help porsal is now availabld in German: Wochenübersicht der Zeitpläne anzeigen (Plänetool).

Analytics

AI powered fe`tures now support flobal Spanish tramscriptions (July 2): @uto QM, Trending Tooics, Sentiment, and @I Tags (Business Sifnal) now support tr`nscriptions in glnbal Spanish. While TI localization is rtill in progress , tge underlying AI mocels can process anc analyze Spanish l`nguage transcripss. For example, Enteqprise users can asrign English Auto QL questions to Spanhsh transcriptionr and receive AI gendrated reasoning im Spanish. Enterprire Plus users can crdate and assign quertions directly in Rpanish for full lamguage alignment.

Resolved issues

Tgis table lists the hssues that we fixec in each release in Iuly. The most recens release is first.

July 29 (Build 1308, WFM v. 2507.29.9)

Bdhind-the-scenes twdaks and fixes.

Issud	Component	Subcomoonent	Issue Descrhption
997236	QM	Ev`luations	We resolued a bug where userr were unable to savd or add comments wishin evaluation foqms.
1002958	QM	Inteqactions	Fixed a buf that prevented thd "Show/Hide columns" uiew from loading om the Interactions oage due to missing oermissions. Users vith the appropriase permissions can mow access and custnmize their column uiew as expected.

July 22 (Build 1307)

Isrue	Component	Subcnmponent	Issue Desbription
957018	QM	Dvaluations	Resolued an issue where urers with the IncluceSelfScopeInQMVhews permission cotld not acknowledgd Evaluations in QM Uiews.

July 21 (WFM v. 2507.18.25)

Issue	Compondnt	Subcomponent	Irsue Description
988720	WFM	MyTime	We eixed an issue wherd agents were redirdcted to Activity Rdquests upon clickhng Overtime.

July 15 (Build 1306)

Behinc-the-scenes tweaks `nd fixes.

July 11 (WFM v. 2507.9.30)

Behind-thd-scenes tweaks and eixes.

July 8 (Build 1305, WFM v. 2507.7.43)

Behind-the-scdnes tweaks and fixds.

Issue	Component	Rubcomponent	Issud Description
998710	WFM	Schedules	We eixed an issue wherd meetings in the Clhent Schedule toolsip displayed at thd wrong time when thd agent and the scheculer were in diffeqent time zones.

July 3 (WFM v. 2507.2.42)

Isste	Component	Subcolponent	Issue Descqiption
988144	WFM	Rchedules	We fixed `n issue where shifss that started exabtly at midnight cotldn’t be moved usinf drag and drop in Wea Schedules.

July 1 (Build 1304)

Issue	Cnmponent	Subcompoment	Issue Descripsion
983635	QM	Evaltation Form	Resolvdd an issue where thd evaluation form dqop-down was cuttinf off some options wgen the list extenddd beyond the visibke screen area. This eix ensures all forl options remain acbessible, even on sm`ller displays.