May

Here’s what’s happening in Calabrio ONE in May 2021.

Product features and enhancements

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

Suite-Wide/Platform

TIP now active for Calabrio cloud customers (May 21): All Calabrio cloud customers now have TIP, our learning assistant that provides tailored onboarding content, information on new features, announcements from Calabrio, and skill development for advanced Calabrio ONE users. Customers who previously enabled engagements and tours using the Global Settings page will see no change.

NOTE   TIP is not currently available for OEM customers.

Additional language options (May 4): The Calabrio ONE interface is now available in Swedish, Norwegian, Danish, and Finnish.

Call Recording and QM

Notifications for signaling server status (May 26): Users with the Administer Tenant permission can now subscribe to a variety of notifications about the activation and deactivation of signaling servers.

Updates to storage offerings for screen and audio files (May 17): We have replaced our standard and archive storage options with a new lower-cost short-term storage option and improved user experience for long-term storage. Calabrio ONE Standard Storage is now replaced by Calabrio ONE Short-Term storage. Calabrio ONE Archive Glacier Storage is now replaced by Calabrio ONE Long-Term storage. There is no impact on the use of Calabrio ONE, and no action is required from customers.

Improved performance on Agent Monitoring page (May 4): We’ve changed the way the Agent Monitoring page gathers data, resulting in faster load times.

Notification for calls reaching the maximum call length (May 4): The “recordingMaxLimitCall” notification alerts you whenever a contact reaches your organization’s maximum call length (by default, this is four hours). Subscribe to this and all other notifications on the Notifications page (Application Management > Monitoring > Notifications).

WFM

Improved user experience for submitting absence requests (May 5): Agents can now submit absence requests from a new daily schedule view accessed from the standard schedule. In a unified view, agents see their schedule and the absence probability. With drag & drop functionality, they can place the absence request where it suits both themselves and the business. Agents can also see information on already submitted (pending or waitlisted) requests and more easily know what they have already submitted. This enhancement makes requesting absences much easier and more pleasant. The existing way of submitting absence requests is still available and can, for instance, be used for requesting longer absence periods.

Grant the chatbot will not suggest extra hours when “Check staffing” is set to No (May 5): Grant will now no longer offer agents extra hours if “Check staffing” is set to No. This enhancement makes the functionality work better for customers with this configuration.

Improved user experience for self-scheduling (May 5): We have improved the self-scheduling functionality. Agents with self-scheduling permission can now access self-scheduling via a new daily schedule view, where they see all movable lunch and break activities. When moving an activity, agents see where they can move it and get immediate feedback if they cannot move an activity. This enhancement makes self-scheduling easier and more pleasant.

Personal Access Token authentication for the SDK (May 5): Third-party developers have traditionally signed in to the WFM SDK with a user name and password. Now you can use a Person Access Token instead, an authentication method more suited to machine-to-machine communication. To use this, first create a WFM user with appropriate permissions and sign in as that user. Then go to User Settings and add a Personal Access Token specific for one integration. Set the username to __token__ and the personal access token as password when using the SDK.

Add skills to agents (May 5): For users given permission, you can now add one or more skills to persons on the People page. The change is set from a specified date and onwards. These changes are tracked in the General audit trail report.

Drag-and-drop snap to interval (May 5): A supervisor can now decide if drag-and-drop editing should snap to every 5-, 15-, or 30-minute interval, making Schedules easier to use.

Improved accessibility of select menus in MyTime (May 5): We have made the dropdown menus in MyTime much more accessible for users using screen readers or other assistive technologies.

Schedules page for easier schedule editing (May 5): The new Schedules page offers schedule editing for supervisors, real-time analysts, and even planners. From day one, you can change activities’ start and end times using drag-and-drop and do various other actions. This is a preview and does not contain all features yet. Help out by trying it and tell us what you think! Schedules must be enabled in Permissions before people can use it.

New selection page for many reports (May 5): We’ve redesigned the selection pages to use more modern server-side frameworks. The functionality has not changed.

Data Explorer and Advanced Reporting

Enhanced word cloud now generally available (May 25): We’ve improved our existing word cloud view option to provide better visualization of the data within the word cloud, making it easier for you to compare the general frequency of words within the data set and interpret the overall results.

NOTE   By default, words and phrases in word clouds are limited to 15 characters. To change this limit, Data Explorer customers can contact . Advanced Reporting administrators can change this limit by configuring the “calabrio.client.wordcloud_truncation_length” attribute.

Dashboard content panel—list panel (May 11, Data Explorer only): We’ve added “list” as a dashboard content panel option, something previously available in Advanced Reporting only. With list content panels, you can add a list of relevant reports and dashboards to a dashboard, making reporting faster and more efficient.

Repack materialization database microservice (May 11): This new service makes customers’ databases more efficient, resulting in better throughput and faster report-processing times (results will vary).

NOTE   Beginning May 11, this feature is available to customers in Calabrio’s Canada region only.