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

Product features and enhancements

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


New TIP (March 30): We’ve improved the user experience for TIP, a learning assistant that provides tailored onboarding content, information on new features, announcements from Calabrio, and skill development for advanced Calabrio ONE users. TIP is currently available to cloud customers who have enabled user engagements and tours on the Global Settings page.

Call Recording and QM

Enhanced WebSocket reconnect logic (March 30): We’ve reduced the time to wait before retrying when Smart Desktop has WebSocket connection problems.

Empty virtual extension prefixes allowed for Avaya CM with Contact Center Elite (March 16): On the ACD Configuration page, you can now leave the Virtual Extension Prefix field blank to indicate that you do not want to import devices as virtual extensions.

Smarter handling of duplicate device names (March 16): If multiple devices in the same signaling group have the same name, Calabrio ONE now logs the issue and configures only one of the devices.

Hold information added to bulk contact export (March 16): The bulk contact export CSV file now contains these fields: Total Hold Duration, Hold Events, Max Hold Duration, Min Hold Duration, Average Hold Duration, and % of Hold.

Data Explorer and Advanced Reporting

Last formula function (March 30): Users working with list values can now access the last element of a list via the formula function.

Tail formula function (March 23): Users working with list values can now access the tail of a list via the formula function.

Greater message broker resources (March 9): We’ve increased our message broker’s memory resources, improving product stability.

Resolved issues

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

March 30 (build 912)

Issue Component Subcomponent Issue Description

16710 / CARS-3314

Advanced Reporting

Data Connectors

(Amazon Connect integrations) The order of queue data metrics in Amazon Connect was changed, resulting in mismatching queue data in Advanced Reporting.

23432 / PREP-7118

Data Explorer / Advanced Reporting


If a report involved more than one grouping which required a to-multiple expansion, Calabrio ONE would not handle either grouping. Now it will handle the grouping with the simplest binding. Values for the other groupings may still be populated if the grouping subjects are related. Also, if grouping and filtering on the same subject (involving a to-multiple expansion), extra groupings were appearing in the output. Now, only the filtered subject instances should appear.




If a customer used the “Display contacts in user’s time zone” setting, the Specific Date filter and the Today and Yesterday criteria for the Date Range filter would still display contacts using the tenant time zone.

March 23 (build 910)

Issue Component Subcomponent Issue Description



Recording Capture

Fixed a logging issue that could cause the CPU to spike on a voice record server.



Smart Desktop Record Service

Made a change that allows screen recording chunks (that were damaged by a prior bug) to be processed.

Known caveat

Component Issue Description
Data Explorer with New WFM

Using an external login person bridge returns incorrect results when adding additional subjects to groupings. When adding a report for Agent Talk Time plus ACW and using person filter/grouping, inconsistencies are observed:

  • No filter group by team
  • No filter group by team and person
  • Group by team and person and filter on team

March 16 (build 903)

Issue Component Subcomponent Issue Description


Advanced Reporting

Front End

For customers who did not have Calabrio ONE, the UI text was defaulting to English even if it was configured to be a different language.


Data Explorer


The dashboard member picker would not function correctly if items in the pick list contained both single and double quotation marks.


Data Explorer

Front End

The data tooltip was not appearing on tables or charts for numbers 1,000 and greater.


Data Explorer

Front End

Languages with a region specified (for example, Canadian French) were defaulting to English in the UI.


Data Explorer

Front End

If a user clicked a report on the Sentiment Analysis dashboard, the report would not load.

March 9 (build 901)

Issue Component Subcomponent Issue Description



Desktop Analytics

On the Desktop Manager page, if a user used the Shift key to select multiple apps or websites and then changed the status for all the selected items, items that were not selected would also change.



Server-Based Recording Service

Fixed a problem with a proxy service.

March 2 (build 900)

Issue Component Subcomponent Issue Description




Users were receiving Evaluation Audit notifications for evaluations they did not complete.