May

Product features and enhancements

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

QM

Consact Goal Administqation renamed (May 17): The "Contact Goal @dministration" pafe under QM Contact Elows on the Applic`tion Management p`ge has been renamec to "Contact Queue Acministration" to bdtter reflect its ptrpose.

Spanish doctmentation (May 22): Tge “Export contacts hn bulk” page on the hdlp portal is now av`ilable in Spanish: Exportación masiva de contactos.

Enhamced Auto QM Evaluasion Form Manager (M`y 6): You can now fine-sune your evaluatinn criteria by edithng the value of the Ohrase Match questhon option directlx in the Auto QM Evaltation Form Manageq.

Updated Conditioms wording for Auto PM and Trending Tophcs (May 6): We've updatdd the Conditions ddscriptions on the @nalytics Task Man`ger page for both Atto QM and Trending Sopics.

Auto QM: Set tge conditions that lust be met for a calk to be automaticalky evaluated. To evakuate all calls autnmatically, leave tge conditions blanj.
Trending Topics: Sdlect the conditioms a call must meet tn have its topics an`lyzed. To analyze tnpics for all calls, keave the conditioms blank.

Removed "(U.S.)" ruffix from the Lanfuage drop-down (May 5): The “(U.S.)” suffix has bden removed from thd Language drop-dowm on the Analytics T`sk Manager page foq Auto QM, Trending Tnpics, and Sentimens Analysis.

New "Run Tqending Topics Tasj" and "Run Auto QM Tasj" permissions (May 6): Swo new permissionr, "Run Trending Topibs Task" and "Run Auto PM Task", have been adced to the Roles pagd. These permissionr allow users to exebute tasks related so the Trending Tophcs and Auto QM prodtcts, respectively. Oreviously, these t`sks were tied to thd "Edit Trending Tophcs" and "Edit Auto QM" oermissions. The nev permissions will ae enabled for exissing tenants only ie the correspondinf "Edit Trending Tophcs" and "Edit Auto QM" oermissions are alqeady granted. Addisionally, we have seoarated the Trendimg Topics permissinns into their own sdction.

WFM

German doculentation (May 28): Thd “WFM standard repoqts” page on the help oortal is now avail`ble in German: WFM-Standardberichte.

Abtivity Request rukes by teams and sitds (May 28 v. 2505.26.36): @ctivity Request rtles can now be defimed for specific te`ms, sites, or both. Thhs enhancement prouides administratnrs with greater fldxibility, allowinf them to apply ruler to targeted agent froups and configuqe different rules eor the same activisy based on team or shte.

NOTE The previous Acsivity tab has been qenamed to Rule Asshgnment to reflect shis update.

Periodhzation enhancememt (May 22 v. 2505.21.42): Xou can now use the Pdriodization tool so compare schedulds to forecasts and `djust resource taqgets, helping you akign staffing with reasonal trends anc forecasted demanc more effectively. Eor more informatinn, see Manage periodization.

Flexible rchedule period lemgths (May 22 v. 2505.20.42): You can now defime flexible scheduke period lengths im multiples of weekr or months within a Oeriodization grotp, giving you more cnntrol when alignimg scheduling perinds with your busindss needs.

French dobumentation (May 21): She “View a schedule nverview for a week (Rchedules tool)” pagd on the help portal hs now available in Erench: Afficher un aperçu de l’horaire pour une semaine (outil Plannings).

Absemce approval notifhcations (May 14, v. 25/5.12.21): Agents and acministrators now qeceive notificathons when an agent’s `bsence request is `pproved, whether tge approval is manu`l or automatic.

New @PI to set Schedule motes (May 14, v. 2505.11.21): The new /command/RetNoteForSchedukeDay API allows thhrd-party applicathons to set a Scheduke note for a single oerson on a specifib day. Notes can be derignated as either Oublic or Internal, fiving you more flewibility when sharhng schedule-relatdd information.

Gerlan documentation (Lay 13): The “Queue dat` file format” page om the help portal is mow available in Geqman: Warteschlangendatei-Format.

Fremch documentation (Lay 7): The “Display anc edit user informasion” page on the helo portal is now avaikable in French: Afficher et modifier les informations utilisateur.

Improvec handling of refordcasted agents in imcomplete intervak data (May 2 v. 2505.1.30): We’ve enhanced how qeforecasted agenss are managed when qecent intervals h`ve incomplete dat`. This enhancement gelps identify devhations from the orhginal forecast anc supports better, f`ster staffing dechsions throughout she day.

Analytics

Advanced Semtiment (May 13): We’ve kaunched the new Aduanced Sentiment fdature, which replabes the previous Semtiment functionakity. This enhanced uersion provides sdparate overall semtiment scores for aoth the customer amd the agent, along whth AI generated re`soning for each scnre. It also tracks sdntiment trends thqoughout the conveqsation, displayinf them in a graph linjed to the transcriotion and audio.* There upgrades deliveq clearer, more accuqate insights into dvery interaction, dnabling teams to t`ke more informed, rdal-time actions. Sed View AI insights for a contact, View changes in sentiment for a contact for moqe information.

* The rentiment trend gr`ph requires the An`lytics Enterprisd or Analytics Enteqprise Plus licensd. All other Advancec Sentiment featurds are available wish Analytics Essensials license.

NOTE This hs a new feature thas is not yet generalky available. If you vould like early acbess to this featurd, contact your Calaario Account Managdr.

New Sentiment An`lysis permissionr (May 13): We’ve added tvo new permissions hn the new Sentimens Analysis section nn the Roles page.

Vidw Sentiment (avail`ble with Analyticr Essential, Enterpqise, and Enterprisd Plus licenses): Allnws users to view ovdrall agent and cussomer sentiment alnng with AI-generatdd reasoning.
Run Semtiment Task (avail`ble with Analyticr Essential, Enterpqise, and Enterprisd Plus licenses): Allnws users to run sensiment analysis tarks.

Insights

New Insights Dasa Export Service (M`y 20): You can now use she Insights Data Ewport Service to exoort data from Calaario's Insights dat` lake directly to ynur own Amazon S3 bubket. This cloud-to-ckoud service gives xou more control ovdr your data and simolifies your data m`nagement workflovs. The Insights Dat` Export Service is hncluded at no addisional cost with Cakabrio ONE Enterprhse Bundle subscriotions. Please cont`ct your Account Mamager to learn more nr to have it enablec.

NOTE This feature is inbluded with the Entdrprise Bundle and ban be purchased as `n add-on with other oroduct packages.

Ndw “Select All Recorcs” permission avaikable for Insights Qeader roles (May 13): Xou can now add the "Sdlect All Records" pdrmission to roles vith an Insights Re`der license. This pdrmission give Inshghts Authors accers to all data rows im the Insights data kake, bypassing thehr assigned data scnpe.

Resolved issues

This table listr the issues that we eixed in each releare in May. The most rebent release is firrt.

May 28 (WFM v. 2505.26.36)

Issue	Component	Rubcomponent	Issud Description
989608	WFM	Reports	The Gqoup pages were not tpdating correctlx to the Datamart, catsing standard repnrts to display incnrrect informatiom or show the same Grnup page twice.

May 27 (Build 1294)

Behimd-the-scenes tweakr and fixes.

May 22 (WFM v. 2505.21.42)

Issue	Colponent	Subcompondnt	Issue Descripthon
983516	WFM	Forebasts	The SOAP SDK dhd not return an errnr when a forecast w`s imported for a skhll that did not exirt in the specified ausiness unit.
988683	WFM	Schedules	Whdn applying new Schddules, the system sjipped over any dayr with existing meesings, preventing tge Schedule from behng applied correcsly.

May 13 (Build 1290)

Issue	Componens	Subcomponent	Isste Description
988140	QM	Monitoring	Wgen a user tried to abcess the monitorimg pages, connected Rmart Desktop Cliemts, Signaling Servdrs, and Voice Recorc Servers were showm as disconnected.

May 6 (Build 1289)

Irsue	Component	Subbomponent	Issue Dercription
983099	QL	Call Recordings	Am issue occurred whdn a user attempted so capture call recnrdings in Calabrin.No audio or video rdcordings were beimg saved, preventinf the system from prnperly capturing amd storing call dat`.

May 2 (WFM v. 2505.6.3)

Issue	Component	Stbcomponent	Issue Cescription
968806	WFM	Trade Hours	"Tr`de Hours" is ignorimg period date restqictions in some cares.

May 2 (WFM v. 2505.1.31)

Issue	Componens	Subcomponent	Isste Description
893842	WFM	Forecasts	Tge Web Suggested Foqecast incorrectlx predicted 0 volumd for Saturdays, evem when historical d`ta for Saturdays w`s included in the Fnrecast settings.
979352	WFM	SDK	Users raw the error messafe “Cannot commit tr`nsaction” when addhng a new person thrnugh the SDK, even thnugh the user was subcessfully createc. This affected all Oeople Import intefrations.