January

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

Product features and enhancements

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

Suite-Wide/Platform

Genesys Cloud integration guide for QM and Analytics (January 18): Genesys Cloud is a robust cloud platform that allows organizations to build unique contact-center solutions that empower agents. This guide provides information on how this platform integrates with Calabrio ONE.

Call Recording and QM

Support for Secure RTP transmission of Acme Packet recordings (January 19): This enhancement allows audio files to be securely sent from the SBC to Calabrio Record Servers. It functions similarly to how we handle Cisco network recordings.

Root recording retention separated for audio and screen files (January 6): On the QM Global Settings page, you can now set separate retention periods for root audio and root screen recordings.

Easier to create ad-hoc tasks (January 5): In the Ad-Hoc Task Configuration window, you can now type in the Assign To and Evaluation Form fields to narrow down the list of options and more quickly assign evaluation, calibration, and review tasks. This enhancement is especially helpful for organizations with large numbers of agents or forms.

Data Explorer

Beginner’s guide to Data Explorer dashboards (January 12): This text guide helps people new to Data Explorer understand and start using dashboards.

Data Explorer quick start guide: Build a QM evaluation report (January 5): This text guide gives step-by-step instructions for building a report on question-level evaluation scores.

Data Explorer quick start guide: Build a speech analytics report (January 5): This text guide gives step-by-step instructions for building a report on phrase hits for a specific phrase category.

Resolved issues

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

January 26 (build 882)

Issue	Component	Subcomponent	Issue Description
SAAS-65569	QM	Application Management	If a search on the Device Associations page returned no results, the Device Name option would disappear from the list of search options.
SAAS-65514	QM	Contact Explorer	If a user clicked the Time column to sort recordings, contacts would order from oldest to newest. If the user clicked Time again to sort from newest to oldest, the order would not change.
SAAS-65322	QM	Contacts	Recording files were too large to be played despite being reported as a normal size in the database and in the logs when recorded.
SAAS-65401	QM	Contacts	The Contact API was returning a “Resource not found” error.
SAAS-65545	QM	Evaluations	If a user completed an evaluation form with the Evaluation panel undocked, they could not use any of the UI until they redocked the panel.
SAAS-65585	QM	Evaluations	Text that users entered into custom metadata fields would disappear when users clicked Save, requiring users to refresh the page to see the text.
SAAS-65396	QM	Recording Reconciliation	Added a fix to reschedule reconciliation jobs if another job already in progress doesn’t work correctly.

January 15

NOTE   This release applies to the US East and US West regions only. It does not have a new build number. Other regions received this bug fix on January 19.

Issue	Component	Subcomponent	Issue Description
PREP-6906	Data Explorer	Engine	Calabrio rest API jobs were failing with an “invalid status” error.

January 12 (build 875)

Issue	Component	Subcomponent	Issue Description
SAAS-65397	Analytics	Transcription	If an ad-hoc transcription task had no phrase categories assigned, the task would fail.
SAAS-65436	QM	Workflows	If a workflow rule’s name contained a hyphen, users could not save the rule.

January 5 (build 871)

Issue	Component	Subcomponent	Issue Description
SAAS-65340	Data Explorer	Database Schema Management	Data for contact centers in the Southern Hemisphere was not reflecting Daylight Saving Time.
SAAS-65345	QM	Evaluations	If a user attempted to save an invalid evaluation form (for example, the percentages did not equal 100%), the Close button in the warning dialog was not always visible.