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.