February

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

Product features and enhancements

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

WFM

Expanded date range for SetSchedulesForPerson API (February 25, v. 662.138): You can now insert schedule updates from seven days in the past to six months in the future with the SetSchedulesForPerson API command. The period can be up to six weeks long.

View week schedules on the web (February 25, v. 662.138): You can now view your team's weekly schedule on the Schedules page.

View the shift-bidding criteria that were used for ranking (February 25, v. 662.138): A bid administrator can now see which criteria were used for ranking agents in an active or finalized shift bid. This makes it easier to answer questions about how a bid process was set up.

Add overtime via API (February 15, v. 661.103): You can use the command AddOvertime to add overtime hours via the API. If you don’t specify anything else, Calabrio ONE uploads the schedules to the default scenario. You can also use the command RemoveOvertime to remove overtime. If you don’t specify anything else, Calabrio ONE removes overtime from the default scenario. To set the correct parameters when using the overtime APIs, use the query MultiplicatorDefinitionSet to get a list of the multiplicator definition sets that are available in WFM.

Dynamic shrinkage (February 15, v. 661.103): Dynamic shrinkage scales shrinkage automatically as time goes by, from the values originally forecasted to a share that you define. With dynamic shrinkage, you don’t need to overestimate the number of agents you’ll need when you are planning a schedule because dynamic shrinkage compensates for future exceptions that will be added to agent schedules. Dynamic shrinkage accounts for higher shrinkage uncertainty for dates further in the future, and its automatic adjustments improve coverage accuracy as production day approaches, helping you make smart decisions about coverage.

Set external logins for agents via the API (February 11, v. 660.162): Third-party applications can now set external logins for people using /command/SetExternalLogonsForPerson. These external logins take effect from the start of the existing person period for the date you supply. Any existing external logins are removed from the person. We have also added these methods to support this process: /query/ExternalLogon/ExternalLogonById, /query/ExternalLogon/ExternalLogonsByDataSource, /query​/ExternalLogon​/ExternalLogonsByPerson.

Fetch shift patterns based on group (February 11, v. 660.162): On the Shift Bidding page, you can now fetch shift patterns based on group pages. This makes it easier to fetch specific patterns to include, for example, only part-time staff in a bid process.

Budget for attrition above 100% (February 11, v. 660.162): In the Budgets module, you can now set an attrition value of up to 200%.

Plan individual e-learning sessions for multiple agents (February 9, v. 660.118): You can now plan e-learning sessions for multiple agents and remove or edit single sessions. Calabrio ONE plans the sessions at the most optimal time according to staffing levels. The agents must be scheduled for the selected date period and for a skill.

API for adding, updating, and deleting personal accounts (February 9, v. 660.118): An API is now available to add, update, and delete personal accounts, keeping track of absence balances per agent and time period.

Import forecasts for multiple skills on the web (February 9, v. 660.118): On the Forecasts page, you can now import forecasts for multiple skills at once from a file.

Report on dates that are days off -> overtime -> full-day absence (February 9, v. 660.118): In this scenario, an agent first has a day off, then overtime is added to the agent’s schedule, and finally the agent takes a full-day absence on this date. You can now report on these full-day absences that replace planned overtime.

Stored ranking criteria for shift bidding (February 9, v. 660.118): Calabrio ONE now stores the criteria used for ranking agents, making it easier for bid administrators to re-rank the agents in a bid process.

View which choices agents got with shift bidding (February 9, v. 660.118): Shift bidding results and the shift bidding report view now display which choice (first choice, second choice, etc.) each agent received. This makes it easier to analyze and communicate how often agents get their preferred shift patterns.

Work with chat skills on the web (February 7, v. 659.303): You can now use the Forecasts page to create and edit chat skills and create forecasts for those skills.

Forecast for back-office skills on the web (February 7, v. 659.303): You can now use the Forecasts page to create forecasts for back-office skills.

Import queues with 60-minute intervals (February 7, v. 659.303): You can now import queue statistics where the interval is 60 minutes. This update is especially useful for email and other back-office skills.

Fax skill type deprecated (February 7, v. 659.303): With this release, customers who do not use the fax skill type cannot create new fax skills. Customers that currently use fax skills can continue using them for now, but we recommend that you change these skills to the back-office skill type. If this deprecation causes problems for your organization, please reach out to Calabrio Support Services.

Analytics

Improved Analytics Configuration page (February 1): The newly refactored Analytics Configuration page is now faster and more efficient and features a clean, updated interface.

Data Explorer and Data Management

Data Explorer quick start guide: Monitor today’s recordings (February 22): This text guide gives step-by-step instructions for building reports that help you keep track of contacts coming in today.

Resolved issues

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

February 22 (build 984)

Issue

Component

Subcomponent

Issue Description

111654

QM

Chrome Extension

Fixed an issue that prevented the Chrome plug-in from starting up correctly.

109134

QM

Filters

If a user had an assigned QM view, the Organization filter on the Recordings page was not properly filtering for them.

101071

QM

Recording Controls

(Avaya one-X Agent integrations) Fixed an issue with record on demand.

February 21 (WFM v. 661.238)

Issue

Component

Subcomponent

Issue Description

111026

WFM

Analytics

Data for one hour was missing from previous days.

112172

WFM

MyTime

If an agent’s schedule had a meeting outside the agent’s regular shift, the wrong shift time was appearing in the MyTime month view.

112706

WFM

Reports

Reports run after 5:30 PM MST were showing results for the wrong day.

February 15 (build 982, WFM v. 661.103)

Issue

Component

Subcomponent

Issue Description

112149

WFM

Forecasts

Users could click “Import Queue/Forecast” and “New Skill” while the Forecasts page was still loading.

109978

WFM

Meetings

The wrong week number was displaying in Meetings if the user’s language was set to Danish.

111715

WFM

MyTime

The “Cancel Absence” text was not visible in some languages.

111338

WFM

Requests

If an agent made a schedule request and then a blocked activity was added to the agent’s schedule before the request was handled, team leaders could not deny the pending request.

February 9 (WFM v. 660.118)

Issue

Component

Subcomponent

Issue Description

110972

WFM

MyTime

If overtime was added outside of agents’ main shift, self-scheduling was letting agents move their breaks to the end of their shift.

February 8 (build 981)

Issue

Component

Subcomponent

Issue Description

44544

Data Explorer

Dashboards

Users needed to select an agent twice from the compact member picker before their selection took effect.

February 7 (WFM v. 659.303)

Issue

Component

Subcomponent

Issue Description

110957

WFM

Multi-tenancy

The password reset was not working,

109949

WFM

MyTime

If a meeting was scheduled outside of an agent’s shift, the wrong shift time was appearing in MyTime.

109842

WFM

Reports

In one case, calculated calls were not appearing in the Forecast vs Actual Workload report.

109529

WFM

Requests

Supervisors could not handle text requests in some languages.

February 1 (build 979)

Issue

Component

Subcomponent

Issue Description

43825

Analytics

Application Capture

Information about agents’ application usage was not appearing in Data Explorer.