April

Here’s what happened in Calabrio ONE in April 2021.

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in April 2021.

Suite-Wide/Platform

Upgraded Java version (April 13): We’ve upgraded to Java version 1.8.0_282 (Amazon Corretto) to apply the latest security patches.

Call Recording and QM

Smarter gathering of historical data (April 27): If Calabrio ONE’s backend query for historical data times out when attempting to retrieve data, Calabrio ONE now ends the query and retries. This enhancement prevents problems with gathering data.

Smarter use of Smart Desktop Client extension (April 6): If the Capture Desktop Analytics and Capture Desktop Events permissions are disabled via the Calabrio ONE Roles page, the Smart Desktop browser extension is also disabled, improving performance.

WFM

Prevent users from accessing the system after their leaving date (April 7): To cover for night shifts and time zone differences, Calabrio ONE waits up to two days after a user’s leaving date before deactivating the user. Retroactive changes to termination dates (both deactivating and activating) should sync immediately.

Outbound tool discontinued (April 7): Outbound (optional) as a standalone planning tool has been discontinued and is no longer available. Please contact Support or your Account Manager if that causes any issues for you.

Example data to aid product onboarding (April 7): A new customer can now follow the Get Started guide and easily populate the system with example data to aid self studies and training.

Grant to offer extra hours for today or tomorrow, which is a day off (April 7): Grant the chatbot can now offer agents extra hours when the agent is on a day off, either on the current day or the day after. This new functionality makes Grant useful for more situations.

New layout of admin client menu (April 7): We have redesigned the menu in the admin client. You can now access different modules through the vertical side menu.

Overtime denied when there is a full-day absence (April 7): Calabrio ONE now denies overtime requests from agents who are scheduled for a full-day absence.

Historical Adherence per Agent report - Daily adherence score (April 7): This new report displays historical adherence per agent and day. The data comes from the new historical adherence based on adherence rules and the real-time adherence feed.

Analytics

“Title change” event trigger (April 6): You can now create desktop events that are triggered when a window’s title changes. This enhancement is especially helpful for customers who use Epic software.

Data Explorer and Advanced Reporting

Enhanced word cloud (April 27): We’ve improved our existing word cloud view option to provide better visualization of the data within the word cloud, making it easier for you to compare the general frequency of words within the data set and interpret the overall results.

NOTE   This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Calabrio Account Manager.

More resilient tenant provisioning (April 27): Data Explorer/Advanced Reporting now stores the full details of a tenant creation request, allowing for easier recovery in the event of errors in provisioning tenants or tasks.

Additional list formula functions (April 20): We’ve added productOfList, repeat, take, drop, dropLast, splitAt, tails, and group formula functions to help you work with and manipulate lists more precisely.

Updated Amazon Connect plug-in in Agency service (April 13, Advanced Reporting only): This enhancement improves performance for high-load jobs and improves resilience with the addition of file archiving.

Updates to data set contribution configuration (April 13): The data set Contribution Usage field on the Data tab is now read-only. You can set the actual configuration by editing the data set and making the change on the Data Set Details tab.

Resolved issues

These tables list the issues that we fixed in each release in April. The most recent release is first.

April 20

There are no resolved issues in this release.

April 13 (build 916)

Issue	Component	Subcomponent	Issue Description
26710	QM	Recording-Capture	If an agent was connected to Citrix and was using monitors with different screen resolutions, the mouse would behave unpredictably while Calabrio ONE was recording the screens.

April 7 (WFM v. 622.3276)

Issue	Component	Subcomponent	Issue Description
4559	WFM	Analytics	Windows_domain and Windows_username were showing as “Not defined.”
99610	WFM	MyTime	Screen readers could not read short activities on mobile MyTime.
99424	WFM	Requests	In one case, an absence request was denied with a confusing deny reason.
3530	WFM	Requests	The favorite search as default was not working in Requests for one role.
3523	WFM	Requests	In one case, absence requests were stuck in pending.
3529	WFM	Teams	Activities were being scheduled on top of a “non-overwritable” activity.
4620	WFM	Windows Client	The client login screen was not using the OS language.
3510	WFM	Windows Client	The payroll export was displaying incorrect absences.
98600	WFM	Windows Client	In one case, schedulers could not schedule with rotations over the Daylight Saving change.
4218	WFM	Windows Client	Users were getting an error when using Adjust Shifts to Match Shift Bag on a day with overtime.
26984	WFM	Windows Client	Drilling down in requests caused an error in one special case.

April 6 (build 915)

Issue	Component	Subcomponent	Issue Description
5659 / PQMUI-523	QM	Application UI	If a user exported the Recordings page table data to CSV, the exported file did not include all the columns that were displayed on the page.
18229 / SAAS-63497	QM	Data Movement	Contacts exported in .wav format were not properly handling offset data.
26006	QM	Recording-Capture	If a user had multiple Chrome windows open and jumped between them, the Document and URL fields in Agent Explorer would not match.