April

Here’s what happened in Calabrio ONE in April 2022.

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in April 2022.

QM and Call Recording

Increased tolerance in data processing of Avaya integrations (April 5): We’ve improved our ability to capture events when a contact’s start time differs from the ACD’s data time. This enhancement especially helps prevent issues with attaching metadata to contacts.

Updated support for NPCAP (April 5): The Smart Desktop Client now installs NPCAP version 1.6 by default on devices that use Windows 8.1 or higher. You can specify older versions during configuration. Version 1.31, the previous default, will still be installed on devices that use Windows 7.

WFM

“Add hours” helps prevent excessively long shifts (April 27, v. 668.108): When agents use the “Add hours” feature to add more hours right before or after their current schedule, Calabrio ONE now looks at their current schedule to determine if a break or lunch needs to be added. This prevents agents from ending up with long shifts without the expected breaks or lunches.

Export schedules to Excel from Schedules (April 27, v. 668.108): You can now export schedule data to Excel using the new Schedules page.

Replace activities from Schedules (April 27, v. 668.108): On the new Schedules page, you can now replace an activity with another activity for one agent or for multiple agents at once.

Filter by group page on Schedules (April 27, v. 668.108): Filtering on the Schedules page now includes group pages. You can also filter on several criteria at the same time.

Smarter meeting copying (April 21, v. 667.323): To prevent issues when copying schedules from one scenario to another, we have removed the ability to copy meetings to schedules that are based on other scenarios.

Better response to temporary loss of internet connection (April 14, v. 667.252): If an agent temporarily loses connection to the internet, MyTime now continues to poll and will display the agent’s schedule again when the connection is restored.

See broken validation rules in Schedules day view (April 11, v. 667.220): On the Schedules page, you can now see if schedule changes break any weekly work time, rest time, or day-off validation rules. This update helps prevent mistakes when adding manual changes to a team’s schedule.

Add, edit, and remove personal activities in Schedules (April 7, v. 667.188): On the new Schedules page, you can now add personal activities for one or multiple agents. Click a personal activity to move it, change the duration, or remove it for one agent at a time.

Remove activities from Schedules (April 7, v. 667.188): You can now remove activities for one agent at a time on the Schedules page.

Update multiple agents’ information on the People page (April 5, v. 667.116): You can now change employment start dates or optional column information for multiple people at once by copy-pasting on the People page. Each person you update must have a unique employment number. You can track these changes in the General Audit Trail report.

Change to “modify schedules” link (April 5, v. 667.116): If you have permission to use the new Schedules page, the “modify schedule” icon on the Adherence page now takes you to Schedules when you click it.

Resolved issues

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

April 26 (build 1009, WFM v. 667.357)

Issue	Component	Subcomponent	Issue Description
118916	QM	Contact Queue	If an evaluator marked a contact that was part of an ad-hoc task as Cannot Score, all contacts for the task would disappear from the Contact Queue.
106399	QM	Retention	Screen recordings with associated survey responses were not being deleted per their retention policy.
123690	WFM	General	The calendars in WFM settings > Manage calendars were not expanding.
119429	WFM	Intraday	The Intraday page was not showing data if the skill resolution was lower than the Analytics resolution.

April 21 (WFM v. 667.323)

Issue	Component	Subcomponent	Issue Description
122485	WFM	General	The WFM top menu item was not always directing users to the page they clicked.

April 19 (build 1007, WFM v. 667.285)

Issue	Component	Subcomponent	Issue Description
122433	Data Explorer / Data Management	Field Properties	The Duration format pattern was not appearing in reports when applied to some fields.
122958	QM	Pause and Resume	The pause and resume API was not working consistently.
121521	WFM	Forecasts	The campaign percentage on the Forecasts page was different from the percentage in the Windows client.

April 14 (WFM v. 667.252)

Issue	Component	Subcomponent	Issue Description
122252	WFM	Analytics	Day off was moved from fact_schedule_day_count to fact_schedule_day_count_deleted.
120952	WFM	Forecasts	Users encountered an error when importing a forecast that contained Daylight Saving Time.
122253	WFM	Forecasts	The queue statistics import was failing in some cases.
120293	WFM	Windows Client	Users could not schedule multiple hourly employees at once.

April 12 (build 1005)

Issue	Component	Subcomponent	Issue Description
120771	Platform	Password Reset	If users clicked Forgot Password on the login screen and then clicked the link in the password reset email, the password-change page would quickly revert to the login page.
120820	QM	Smart Desktop Capture	Fixed a timing issue that could create multiple recordings for the same call. Customers with agents connecting over VPN were more likely to run into this.

April 11 (WFM v. 667.220)

Issue	Component	Subcomponent	Issue Description
115306	WFM	Analytics	Team changes in person period were not updating in Data Explorer.
121026	WFM	API	Calabrio ONE would crash if users tried to remove a meeting via the API.
121303	WFM	MyTime	Users were encountering issues with self-scheduling for overnight shifts.
119453	WFM	Teams	Activities added via the Meetings page were being overwritten.

April 5 (build 999, WFM v. 667.116)

Issue	Component	Subcomponent	Issue Description
118909	Platform	Legacy Reports	Users were not receiving their scheduled PDF or CSV reports.
119763	WFM	API	Users could not add part-day absences in the Denver time zone after 6pm.
119520	WFM	Forecasts	The Queue Import preview was not indicating missing columns in the imported file.
118857	WFM	People	An error was appearing in the Agent Queue Metrics and Absence Time per Agent reports.
119809	WFM	People	Agents’ start dates were displaying as one day earlier in some cases.