September

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

Product features and enhancements

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

Call Recording and QM

Generic Calabrio call detail records (September 28): We’ve created a format that allows customers who use any ACD to structure their call data in a way that Calabrio ONE can process, thereby creating CDRs in Calabrio ONE for reconciliation. This is especially helpful for ACDs for which Calabrio ONE does not have a specific integration.

Maximum retention period for reconciliation data (September 21): System administrators can now set the maximum retention period for reconciliation data using the Tenants page (Application Management > Tenant Administration > Tenants). This setting can apply to an individual tenant or across all tenants within the administrator's scope. Tenant administrators can set a different retention period using the QM Global Settings page, but this period cannot be longer than the period set on the Tenants page.

Customizable percentage of matched screen recordings retained with end-of-call workflows (September 14): You can now set the percentage of matched screen recordings (i.e., those associated with voice recordings) that Calabrio ONE retains via end-of-call events.

WFM

View and edit notes from the Schedules page (September 1): You can now view and edit private and public notes on the Schedules page (which is currently in preview mode). Public notes let you communicate changes to agents. Planning teams often use internal notes to communicate internally.

“Today” button in date picker (September 1): Click “Today” in the calendar dropdown on the Teams page to see the current day (or week in the week view).

Standard payroll exports in user’s timezone (September 1): Standard payroll exports now display in the time zone of the person running the export, according to that person’s profile in the People module.

More accessible week view (September 1): We have reworked the weekly schedule in MyTime to work better with assistive technology like screen readers.

Change shift categories in Schedules (September 1): On the Schedules page, you can see the shift category for each shift and change the shift category when needed.

Added schedule audit actions (September 1): We’ve improved the logging of audit actions in schedule histories. The Schedule Audit Trail report now includes added and deleted absence requests from MyTime.

More details in the Schedule Audit Trail report (September 1): The Schedule Audit Trail report now displays more detailed information on what kinds of changes have been made and from which part of the system.

Improvements for submitting overtime requests (September 1): Agents can now submit overtime requests from the new daily schedule view, which they can access from the standard schedule. In this view, agents can see their schedule and the overtime probability at the same time and can drag and drop the overtime request where it suits both themselves and the business.

Date-specific information on the employee display card (September 1): The employee display card on the People page now shows employee information for a specific date. The card also highlights information that has changed, and you can move backward or forward to show what team, skill, contract, etc. an agent had on other dates.

Data Explorer and Advanced Reporting

Easier use of custom measures within custom measures (September 21): When creating custom measures, you can now refer to other custom measures by name within the custom report. This makes it much easier to model reports with custom measures and gives you extra flexibility in designing custom measures.

Resolved issues

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

September 28 (build 951)

Issue	Component	Subcomponent	Issue Description
55014	QM	Device Associations	If a user clicked Last Page on the Device Associations page and then clicked Previous Page or First Page, the screen would go blank.
46262	QM	Device Associations	If a user clicked the browser’s back button on the Device Associations page, the page would reload. Users had to click back a second time to return to the Application Management page.
39535	QM	Legacy Reports	The Section Weight and Question Weight fields in the Section Scores, Question Scores, and Evaluation Scores reports would always display “NA.”
53871	QM	Recording Uploads	Fixed a timing issue that prevented a recording from uploading if it completed a few seconds before the automated task started.

September 21 (build 950)

Issue	Component	Subcomponent	Issue Description
54791	QM	Smart Desktop Capture	Fixed a problem where NPCAP randomly uninstalled itself. NOTE   Restart Smart Desktop Capture to remove the failed version and reinstall a working NPCAP.
54950	QM	Browser Extensions	Fixed an issue that prevented the Firefox and Internet Explorer browser extensions from communicating with the Smart Desktop Client.
45695	QM	Contact Import	Users were seeing error messages when attempting to import media files over 2 GB.

September 14 (build 949)

Issue	Component	Subcomponent	Issue Description
43818	QM	Contact Import	Validation that verifies that agents are active and configured for voice recording was not accounting for hoteling agents.

September 1 (WFM v. 644.250)

Issue	Component	Subcomponent	Issue Description
43188	WFM	Analytics	The teams dimension table was not updating if a team name changed.
53872	WFM	Forecasts	An update to efficiency was not reflected in the Forecaster.
38761	WFM	Meetings	Meetings were not visible in agents’ schedules and could not be deleted or edited.
39490	WFM	Meetings	New web meetings were not adjusting to agent timezones in some cases.
45457	WFM	Meetings	If the user’s browser time zone differed from the meeting time zone, the Meetings page would display the wrong meeting time and length.
42311	WFM	Reports	Reports would not remember the last workload or queue that a user selected.
35564	WFM	Reports	A canceled part-day absence was still visible in reports in one case.
41968	WFM	Reports	Users were seeing the message, “An error occurred. Please try again.” when attempting to run a report.
42263	WFM	Requests	Agents could not cancel absence requests that were converted into full-day absences.
39746	WFM	Schedules	The Schedules module was taking too long to open if there were many shift categories.
44143	WFM	Schedules	Users could not add part-day absences.
44605	WFM	Teams	Staffing numbers were not appearing in some cases.
40853	WFM	Teams	Part-day absences were not displaying correctly in the AM hours of the UTC+8 timezone.
44211	WFM	Teams	The list of time zones was partly hidden behind navigation.
41186	WFM	Windows Client	Users encountered an error when changing their passwords from the Windows client in some cases.
39696	WFM	Windows Client	Exported schedules were showing the wrong date in some cases.
35576	WFM	Windows Client	Users encountered an error when changing a specific part-time agent’s availability.
39125	WFM	Windows Client	Hourly availability was not scheduling minimum time when overstaffed.
43449	WFM	Windows Client	The queue import wizard did not have a default time zone. When users import queue statistics into a workload, the time zone now defaults to the time zone of the skill.
44609	WFM	Windows Client	ATW was added automatically to the Project skill type.
45973	WFM	Windows Client	A customer was unable to schedule a team in the UTC+5:30 time zone.