July

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

Product features and enhancements

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

Call Recording and QM

Updated media encryption (July 27): The Smart Desktop Client and Voice Record Server now use AES-256 to encrypt all new audio, screen, and Analytics capture media files that are recorded by Calabrio ONE. This update replaces our previous AES-128 encryption for media files. Recordings that existed before the July 27 release will remain encrypted with AES-128. All existing recordings using AES-128 will still be accessible for playback and export.

NOTE   You must update the Smart Desktop Client and the Data Server to version 11.0.2.939 to receive this enhancement.

Smarter contact creation (July 20): When Calabrio ONE imports contacts, it now checks to make sure that the agent associated with the call was active at the start of the call and is configured for voice recording if the contact contains audio. This enhancement prevents issues that can arise in CCaaS environments where zero-duration contacts can be created for deactivated agents.

Easier decryption (July 20): The Data Server and Smart Desktop Client can now decrypt 128 and 256 files without a separate installation step.

Better handling of sporadic network connection problems (July 20): If the Calabrio ONE data collection framework has trouble connecting to the Calabrio ONE App Server, it now immediately attempts to connect three times in quick succession. If all three attempts fail, Calabrio ONE will throw a single error message and stop trying to connect. This enhancement cuts down on the number of notifications customers receive in the event of network hiccups.

Improved Call Length fields (July 20): On the QM Global Settings page, it’s now easier to manually enter times that start with “0” in the Minimum Call Length and Maximum Call Length fields.

New color scheme on Recordings page (July 13): To make the Recordings page consistent with the rest of the website, we’ve changed the header from blue to gray.

WFM

Delete multiple planned meetings at the same time (July 7): From the Agenda view on the Meetings page, you can now delete multiple sessions at once.

Enhanced Adherence report (July 7): The Adherence Per Agent report now includes these metrics: shift time, late to work time (hh:mm:ss), overall time in adherence (hh:mm:ss), overall time out of adherence (hh:mm:ss), and overall neutralized time (hh:mm:ss).

Improved shifts after actions (July 7): After you make adjustments to schedules on the Schedules page (which is currently in preview mode), shifts now look nicer and are easier to work with within the Windows client. This enhancement makes it easier for companies that rely on the Windows client to adopt the Schedules page.

Schedule history / audit trail available on Schedules page (July 7): You can now see the schedule history / audit trail, including which action was done with each change, directly from the web on the new Schedules page (which is currently in preview mode).

Remove skills from agents (July 7): With the correct permission, you can now remove one or more skills from agents on the People page. The change is applied from a date you specify and onwards. You can track these skill changes in the General Audit Trail report.

Open PDF reports in a new tab (July 7): When running a standard report as a PDF, you can now choose whether the report should open in a new browser tab or be downloaded.

Click outside the input box to save meeting intervals between full and half hours (July 7): You can now save meeting intervals between full and half hours by clicking outside the input box. This option joins the previous options for setting meeting times: pressing the Enter or Tab key.

Set Workflow Control Set on the People page (July 7): With the correct permission, you can now set the Workflow Control Set for agents on the People page. You can track these changes in the General Audit Trail report.

Drag and drop to change existing absences (July 7): You can now modify absences on the Schedules page with drag and drop. Easily adjust a partial-day absence into a full-day absence, and vice versa.

Data Explorer and Advanced Reporting

Beginner’s guide to Data Explorer Reports (July 15): This text guide helps people new to Data Explorer understand and start using reports.