December

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

Product features and enhancements

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

Suite-Wide/Platform

Protection against Log4j vulnerabilities (December 11): This update protects Calabrio ONE against exposure created by the Log4j Java logging tool. Cloud customers whose Calabrio ONE implementations do not include edge components do not need to do anything further. Cloud customers who do use edge components (for example, Data Servers) should update those components as soon as possible. These vulnerabilities do not affect WFM.

Call Recording and QM

Name filter retired (December 14): To improve performance for searches on the Recordings page, we have retired the Name filter. To locate contacts for a specific agent, you can use the Organization filter instead.

Updated Smart Desktop Capture to work better with non-English versions of Windows and time zone settings (December 8): With some Windows language settings, the unicode characters in the time zone name caused the desktop client to fall back to the tenant’s default time zone. This resulted in recordings showing the wrong time zone if the machine’s time zone was not the tenant default. With this update, recordings will consistently show the desktop client’s time zone.

Smarter error logging for Avaya integrations (December 8): Calabrio ONE now supports Avaya DMCC CallInformationServices linkUp and linkDown events. This update helps prevent excessive error logging. If a linkDown event appears in the logs, customers should troubleshoot the status of the Avaya Call Manager (CM) whose link went down. Either the CM failed, or a network connection issue occurred on the link between the Avaya AES and CM.

WFM

APIs for historical data collection now generally available (GA) (December 15, v. 654.197): These new APIs allow third-party developers to import historical data from different contact center platforms into WFM. They are easier to use and develop against and have more accessible and intuitive documentation, giving third-party integrators control over the historical data generation provided to WFM. The APIs cover data import for queue statistics, on which the WFM forecast analysis is based; agent queue statistics, such as average handle time (AHT) and customer time per queue; and agent statistics to follow up on agents’ performance and productive activity. The APIs also allow the third-party integrator to get the status of the integration by retrieving the latest date and time for the imported data. Documentation is available in each customer environment at [CUSTOMERURL]/historical-data/docs/index.html. Please contact Calabrio Support to receive the credentials to authenticate on these APIs.

Better support for Google SSO when a user signs in with the wrong account (December 15, v. 654.197): For customers using Google single sign-on (SSO), people who are signed in to the wrong Google account will now be prompted to choose which account they want to use to log in.

Redesign of agent info display, including assigned shift patterns (December 14, v. 654.170): We have redesigned how agent information appears on the People page. User info now appears in one tab and date-based employment info in a separate tab. Past, present, and future shift patterns for agents who have completed a shift-bidding process appear in another tab.

WFM version appears in API documentation (December 9, v. 654.121): API documentation now shows the WFM version, making it easier to see which version of the API you are looking at.

Manage overtime hours on the Schedules page (December 9, v. 654.121): You can now add, edit, and delete overtime hours from the Schedules page.

Updated Time Zone Database (December 8, v. 653.206): We have updated to IANA tz database version 2021e, which reflects recent changes in timezone standards.

Shift Bidding (December 3, v. 653.206): With shift bidding, agents bid for the weekly shift patterns they prefer. The resource planner creates these shift patterns to match the expected workload for a typical week. Agents are assigned shift patterns based on their rank and preferences. They can then be scheduled according to the assigned patterns each week until there is a new bid process.

Set leaving date for person on the People page (December 3, v. 653.206): You can now set a leaving date for one or more people in the organization from the People page. The General Audit Trail report tracks these changes.

Data Management

“New Report” option removed from Data Library page (December 14): The Actions drop-down list on the Data Library page no longer includes New Report as an option. You can still create new reports from the Reports page.

Resolved issues

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

December 21 (build 970)

This release does not include any resolved issues.

December 15 (WFM v. 654.197)

Issue	Component	Subcomponent	Issue Description
103269	WFM	General	Chrome would become unresponsive if a user logged in twice.
101627	WFM	Windows Client	Users encountered an error when attempting to access the Windows client.

December 14 (build 969, WFM v. 654.170)

Issue	Component	Subcomponent	Issue Description
99848	Data Explorer	Dashboards	One dashboard was running very slowly or timing out for one customer.
101916	WFM	Shift Bidding	The Site/Team dropdown was not scrollable for large numbers of sites or teams.

December 8 (Build 965, WFM v. 653.206)

Issue	Component	Subcomponent	Issue Description
54566	QM	Screen Recordings	Screen recordings were failing if an agent changed their primary display resolution in the middle of a chunk recorded call. Fixed so that the entire recording will not fail, but if the resolution changes during a chunk recording call, the screen will record at the first resolution and then show a black screen after the resolution change.
99406	WFM	Meetings	Users could not add meetings for agents whose person period start date was in the future.
100991	WFM	Teams	Users who accessed the Teams page through the Real-time Analysts link could not do anything.
98233	WFM	Windows Client	The contract schedule day off was tagged incorrectly during scheduling.