February

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

Product features and enhancements

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

Call Recording and QM

Cisco shared ACD lines (February 9): For integrations with Cisco Unified Contact Center Enterprise (UCCE) and Packaged Contact Center Enterprise (PCCE) version 12 or 12.5, you can now use the Calabrio ONE Device Associations page to associate a single agent to two devices that share the same ACD line (DN). This enhancement is especially helpful for organizations with agents who use physical phones when in the office and softphones when working from home. Most of the configuration for this feature takes place within the Cisco ACD.

Data Explorer

Localized New WFM Data Library (February 9): Users can now view data from the New WFM data library in their preferred languages. Languages include United States Spanish, Canadian French, Brazilian Portuguese, German, Dutch, French, Portuguese, Polish, Italian, Japanese, Korean, Simplified Chinese, and Traditional Chinese.

Advanced Reporting

Localized New WFM Data Library (February 9): Users can now view data from the New WFM data library in their preferred languages. Languages include United States Spanish, Canadian French, Brazilian Portuguese, German, Dutch, French, Portuguese, Polish, Italian, Japanese, Korean, Simplified Chinese, Traditional Chinese, Danish, and Norwegian.