October

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

Product features and enhancements

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

Call Recording and QM

New notification names (October 19): We’ve updated the names of some of our notifications. Subscribe to these and all other notifications on the Notifications page (Application Management > Monitoring > Notifications).

Old name	New name
dataServerServiceMissedHeartbeat	Data Server Missed Heartbeat
recordingMaxLimitCall	Recording Maximum Length Error
signalingServerActiveAfterInit	Signaling Server Active
signalingServerForcedStandby	Signaling Server Forced Standby
signalingServerPartnerFailed	Signaling Server Uncontrolled Failover
signalingServerPartnerMaintenance	Signaling Server Maintenance Failover
signalingServerTelephonyProviderFailed	Signaling Server Telephony Provider Failed

Device import to assign hoteling agents to multiple devices (October 19): You can now assign multiple devices to hoteling agents using device import rather than associating these devices manually via the Device Associations page UI. This ability was previously available for Cisco integrations only.

Line parameter for Contact Basic Search API (October 12): The Contact Basic Search API now supports “line” as an optional parameter.

WFM

Shift categories appear in schedule history (October 6): The schedule history on the Schedules page (which is currently in preview mode) now shows shift category changes.

Overtime requests allowed outside full-day absence hours (October 6): Agents can now submit an overtime request on a day when they are scheduled for a full-day absence, as long as the overtime request is for hours outside their scheduled absence. This is useful for customers that allow agents to work extra hours before or after their scheduled absences.

Faster display of coverage in multi-channel and multi-skill environments (October 6): Calabrio ONE now calculates resources faster and more precisely in large and complex environments with multi-skill and multi-channel dependencies.

Clearer denial message for absence requests submitted too close to their start time (October 6): When agents request an absence with a start time that is too soon (as defined in the workflow control set), the denial message more clearly explains why their request was denied.

More accurate absence probability bar (October 6): The absence probability bar in MyTime now appears only for absences that are checked against intraday or intraday-with-shrinkage staffing levels. The probability bar does not appear if absences are checked against budget groups or not checked against staffing at all.

Edit skills on the Forecasts page (October 6): Users with the Modify Skill permission can now use the Forecasts page to change a skill’s name, adjust the expected abandon rate, change opening hours, and add or remove queues connected to a skill. The General Audit Trail report tracks these changes.

Remove skills on the Forecasts page (October 6): Users with the Remove Skill permission can now use the Forecasts page to delete a skill. The General Audit Trail report tracks these changes.

Schedule multiple 1:1 meetings with a host at one time (October 6): You can now simultaneously schedule one-on-one sessions for several agents, together with a scheduled host. You can set the frequency and roll out the sessions with an even distribution at times when both the host and participants are available.

Copy/paste meeting participants (October 6): You can now copy and paste a list of meeting participants by names or email addresses. When creating a new meeting, you can import participants who belong to a site or a team by adding a list of names or email addresses separated by semicolons.

New WFM APIs (October 6): We have made the WFM APIs generally available. These new APIs allow third-party developers to import, export, and interact with Calabrio WFM data using external applications. The APIs cover scheduling, people, and forecasting use cases, and we plan to add more functionality in the future. These APIs are easier to use and develop against and have more accessible and intuitive documentation than our legacy SOAP APIs. Documentation is available in each customer environment at [CUSTOMERURL]/api/docs/index.html. To access this site, you must first create a WFM user with appropriate permissions and sign in as that user. After signing in, go to User Settings and add a Personal Access Token specific for one integration.

Improved intraday staffing check for asynchronous skills (October 6): Calabrio ONE is smarter about granting or denying overtime, absence, and self-scheduling requests that involve asynchronous skills like email or back-office work. It now considers several days back to reflect the impact of tasks incoming on previous days.

More alternative suggestions for agents whose requests are denied (October 6): When an agent requests an absence for a date that is not open for requests, the denial message offers them multiple open periods instead of only one.

Teams page shows absences added outside of shifts (October 6): Absences that are added outside of shift hours now also appear on the Teams page, showing as a marker and a tooltip on the shift category.

Analytics

Improved Task Manager page (October 1): The newly refactored Task Manager page is now faster and more efficient and features a clean, updated interface.

NOTE   The new version of the page is currently available to customers in Calabrio’s US East and US West regions only. People in these regions can move back and forth between the new page and the classic page for a limited time.

Data Explorer and Advanced Reporting

periodShiftValue function (October 12): With this new function, you can create formulas that compute values for time ranges which are relative to a Time filter in the current query. The function looks up the current filter time range for the specified Time subject or property, computes an adjusted time range from the start of this range using the provided period name/offset/nPeriods arguments, and uses this to evaluate the value expression (instead of the original query time filter).

Resolved issues

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

October 26 (build 957)

Issue	Component	Subcomponent	Issue Description
72507	QM	Application UI	Fixed an issue with how time zones are reported for the “Date Evaluated” and “Date Responded” fields in CSV file exports.

October 19 (build 955)

Issue	Component	Subcomponent	Issue Description
72508	QM	Device Sync	(Avaya integrations) Calabrio ONE was not syncing devices at the configured interval.
72422	QM	Live Monitoring	Logs indicated that some agents had multiple open live monitoring sessions.
72465	QM	Retention	The Settings section of the Retention page displayed the text “undefined, undefined.”
70113	QM	Screen Recording Uploads	Fixed an issue that prevented screen recordings from uploading when the duration was improperly set.

October 12 (build 954)

Issue	Component	Subcomponent	Issue Description
70883	Data Explorer	Dashboards	When users first opened a dashboard, it would use the default filters taken from the first report that was added to the dashboard. However, when users refreshed a dashboard (for example, after drilling into a report and clicking Return to Dashboard), it would use the default filter from the first report bound in the parameter bindings.
72593	QM	Custom Metadata	(Avaya integrations) Custom metadata was not attaching correctly to some contacts.

October 6 (WFM v. 647.201)

Issue	Component	Subcomponent	Issue Description
54923	WFM	Analytics	A person set to be deleted was not removed from the analytics database.
38751	WFM	Gamification	Badge recalculation was not working.
44195	WFM	Meetings	If a user clicked Save before Meetings was finished loading, conflict error messages would not always appear.
42747	WFM	Meetings	Users could not schedule meetings that started or ended on 15-minute intervals in PM hours.
44293	WFM	Meetings	Meetings would not sync to the schedule if a participant left during a recurring period.
68727	WFM	MyTime	Screen readers could not correctly interpret activities in MyTime.
69884	WFM	MyTime	The new UI for absences worked only for agents who had self-scheduling permissions.
70575	WFM	Permissions	Users were able to access pages that were removed from the product access key.
56529	WFM	Real-Time Adherence	In some cases, the adherence view would switch between old and new schedules.
34598	WFM	Real-Time Adherence	Schedules for new agents were not appearing on the Adherence page.
70748	WFM	Reports	A custom report would not load in the new report selection format.
70201	WFM	Requests	Shift trade requests from the mobile day view would not load.
54461	WFM	Requests	Users encountered problems when planning personal activities that were scheduled for the date of the Daylight Saving Time change.
54922	WFM	Requests	Agents could not cancel adjacent part-day absence requests.
70353	WFM	Requests	Overtime on a full-day absence was scheduled as an absence, not an activity.
28494	WFM	Staffing	BPO Exchange was not included in the New WFM product access key.
46981	WFM	Windows Client	Users attempting to add identity logins were seeing an incorrect message saying that someone else had already made changes.
60994	WFM	Windows Client	If a user used cut/paste special, absences would sometimes not paste.
73043	WFM	Windows Client	Agents could not be scheduled in some cases.
55048	WFM	Windows Client	Users could not schedule overtime if a recurring meeting was scheduled for an agent’s day off.
46141	WFM	Windows Client	If an absence overlapped with overtime, users encountered an error when running the standard payroll time export.

October 5 (build 953)

Issue	Component	Subcomponent	Issue Description
70886	QM	After-Call Surveys	Workflows configured to delete contacts were not deleting contacts associated with after-call surveys.
44070	QM	Media Player	Users were seeing the error message, “ERROR Unable to retrieve audio energy data” if they clicked Play on a contact was pending a screen recording upload, but the audio would still play despite the error message.
74451	QM	Screen Recordings	Fixed a problem with screen-only INI files that prevented screen recordings from uploading.