August

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

Product features and enhancements

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

Platform/Suite-Wide

TIP onboarding available in additional languages (August 29): The onboarding tours for QM, New WFM, and Data Explorer are now available in French, Japanese, Korean, Brazilian Portuguese, and Spanish. TIP uses the user’s browser setting to determine which language to show them. If a user’s browser is not set to one of these five languages, the user sees TIP content in English.

WFM

Filter agents by skill in Meetings (August 23, v. 676.117): When planning a meeting, you can now filter participants by skill. You can select one or several skills in combination with team and individual participants.

Filter schedules by absence (August 23, v. 676.117): You can now filter schedules by absence type. You can select one, multiple, or all absence types.

Confidential status available for absences in APIs (August 18, v. 675.258): Confidential status is now returned as a response for the query/Schedule/ScheduleByPersonId, query/Schedule/ScheduleByPersonIds, query/Schedule/ScheduleByTeamId, and query/ScheduleChanges/SchedulesByChangeDate APIs.

Improved time zone settings for new employees (August 18, v. 675.258): When you import new employees via the People page, you can now specify their time zone either by setting the time zone for each employee in the imported file or by setting a time zone for the entire import. Calabrio ONE uses the import time zone as a default if the file does not specify individuals’ time zones. Timezones must follow the IANA format, for example Europe/Stockholm or America/Denver.

View access info in display card (August 18, v. 675.258): People with the Web/People/Access management permission can now see users’ login information and assigned roles by clicking Display on the People page. This gives more comprehensive information about a user in one place.

View agents’ pattern rankings in shift bids (August 18, v. 675.258): In Shift bidding, you can now see how agents ranked each shift pattern in both active and finalized bids. This update helps you better understand the bid and explain to agents why they were assigned the pattern they ended up with.

Get current campaign percentages with Forecast API (August 15, v. 675.214): Third-party applications can now retrieve campaign percentages using the ForecastBySkill query, making analyzing the current forecast easier.

Filter patterns when doing a delegated bid (August 15, v. 675.214): On the Shift bidding page, a supervisor who is bidding on behalf of an agent can now filter the shift patterns to more easily find the patterns they’re looking for.

Set more information when adding new employee (August 8, v. 675.173): It is now possible to show a custom column in People, displaying the time zone configured for the users.

Show Time zone in Custom view column (August 8, v. 675.173): It is now possible to set the roles, workflow control set, and work week start directly when adding a new employee in People. This makes it easier to configure new employees.

Responsive Meetings calendar (August 4, v. 675.160): The calendar in Meetings now handles different screen sizes better.

Improved keyboard navigation in MyTime (August 4, v. 675.160): Navigating to specific days in weekly schedules is now more accessible for users using screen readers or other assistive technologies.

Data Explorer and Data Management

Report on phrases and phrase categories from transcriptions (August 12): You can now create Data Explorer reports on the occurrence of phrases and phrase categories in transcribed calls. The new “channel” data element identifies whether the phrase hit occurred on the inbound or outbound channel for stereo recording (in other words, did the agent use the phrase, or did the customer?). The new “timestamp” data element identifies where in the call the phrase hit occurred.

Resolved issues

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

August 30 (build 1050)

Issue	Component	Subcomponent	Issue Description
129501	QM	Media Player	Supervisors were not able to see a recording’s associated contacts in the Details panel if those contacts were outside of their scope. This fix shows the associated contacts but does not allow supervisors to play the out-of-scope recordings.

August 26 (WFM v. 676.171)

Issue	Component	Subcomponent	Issue Description
144390	WFM	People	If employees’ email addresses included the “+” symbol, users could not add them via import.
140928	WFM	Real-Time Adherence	The Agent and Team columns were taking up too much space.
143576	WFM	Windows Client	In rare cases, users were seeing an error when they clicked “Prepare workload” in the Forecasts module.

August 23 (WFM v. 676.117)

Issue	Component	Subcomponent	Issue Description
142668	WFM	Meetings	Users were unable to reschedule elearning sessions.
143202	WFM	General	The first time users logged in, if they selected anything in the WFM submenu, they were redirected to the first page under the submenu.

August 23 (build 1049)

Issue	Component	Subcomponent	Issue Description
139791	QM	CDR Reconciliation	(Avaya CM integrations) Call reconciliation was not working for devices that used the Events recording type. NOTE   This fix requires a Data Server update.

August 16 (build 1047)

Issue	Component	Subcomponent	Issue Description
132728	QM	Legacy Reports	If an evaluator selected an “N/A” answer option in an evaluation form, the Agent Scored Evaluation report was not correctly calculating the weight for the section that contained the “N/A” answer.

August 15 (WFM v. 675.214)

Issue	Component	Subcomponent	Issue Description
136436	WFM	Meetings	In some cases, users were seeing an error message when deleting e-learning sessions or 1:1 meetings from the Agenda view.
137655	WFM	Meetings	A meeting’s length and end time were not updating correctly if the meeting was rescheduled.

August 9 (build 1045)

Issue	Component	Subcomponent	Issue Description
130741	QM	Recordings Search	In some cases for one customer, active agents’ recordings were only appearing on the Recordings page if a user turned on the “Include inactive agents” toggle in the Organization filter.
139647	QM	Smart Desktop	Screen recordings were not resuming after an agent’s computer came out of sleep mode.

August 8 (WFM v. 675.173)

Issue	Component	Subcomponent	Issue Description
139538	WFM	MyTime/Self-Scheduling	Self-Scheduling was not loading in the MyTime App on iPhones.

August 4 (WFM v. 675.160)

Issue	Component	Subcomponent	Issue Description
135408	WFM	People	Skillset IDs were not updating for some agents.
137399	WFM	RTA	Staffing was not appearing on the Schedules page for people who were redirected from the Adherence page.

August 2 (build 1044)

Issue	Component	Subcomponent	Issue Description
140181	Platform	Contact Import	(Cisco CJP integrations) Contacts from agent ACD IDs that contained a single hyphen were not being imported.
127878	Platform	Help Button	For customers with New WFM, the help button on some Application Management pages was opening the wrong help documentation.
140184	Platform	Legacy Reports	(Cisco Webex CC integrations) The Agent and Team Productivity report was missing Total Ready and Total Not Ready times.
138285	QM	ACD Data Sync	(Avaya integrations) VDN names were not appearing in the UI if the VDN IDs from one data set contained hyphens and the IDs from the other data set did not.
129632	QM	Data Explorer Widgets	If a user created an ad-hoc review task with a same-day due date, the Contact Goal Progress widget was not updating with completion rates for the assigned task.

August 1 (WFM v. 675.130)

Issue	Component	Subcomponent	Issue Description
138349	WFM	Schedules	In some situations, moving a non-overwritable activity was creating issues.