January

Here’s what’s happening in Calabrio ONE in January 2022.

Product features and enhancements

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

Platform/Suite-Wide

“View Bulk Contact Export” permission (January 25): This new permission allows people to view all bulk contact exports across their organization, not just the ones they created. By default, this permission is not enabled.

QM and Call Recording

Smarter device sync for Avaya 8.1 (January 25): Calabrio ONE now sends an exception when there is a difference between the number of expected devices and the actual number of devices.

NOTE   To implement this update, upgrade your Data Server/s and modify your dataGatheringService.properties file to add “-DoverrideStationCountSizeException=true” without quotes as an option to the service4j.jvmOptions setting.

WFM

Improved “create skill” wizard (January 22, v. 658.147): We’ve improved the “create skill” functionality on the Forecasts page. When you select a queue, Calabrio ONE suggests the opening hours for the skill.

Work with email skills on the web (January 22, v. 658.147): You can now use the Forecasts page to create email skills and create forecasts for those skills.

Employment start date visible on the People page (January 22, v. 658.147): The People page now shows agents’ employment start date in the Agent display view and as a custom column in the main view. By default, this date is taken from the agent’s first person period, but you can manually set a different date if needed.

View today’s interval-level adherence in the Historical Overview section (January 20, v. 657.222): Are agents adhering to their schedules today? The Historical Overview section on the Adherence page now shows information for today. This update makes it easier for team leads to follow up on their team’s same-day adherence.

Change a user to an agent via API (January 18, v. 657.126): Third-party applications can now change a user to a schedulable agent with /command/SetEmploymentDetailsForPerson. To do this, set these parameters: Team, Contract, Contract Schedule, and Part-time Percentage.

See and manage skills without queues (January 18, v. 657.126): On the Forecasts page, you can now see and manage skills that are not connected to any queues. This update lets customers who import forecasts from external sources see the forecast in the web, apply campaigns and override, as well as copy and export the forecast.

Change a user to an agent (January 18, v. 657.126): On the People page, you can now set agents’ team, contract, contract schedule, and part-time percentage using the action “Set employment details,” which changes a user to a schedulable agent from a specified date.

Better information for queue data import failures (January 14, v. 656.295): When you use the Forecasts page to import queue statistics, Calabrio ONE now provides clear information if the import does not succeed, including the reason for the failure and the row that caused the problem.

Import queue data with the Forecasts page (January 4, v. 656.110): You can now use the Forecasts page to import queue statistics. This update makes it easier to manually add historical queue data to the system.

Easier to start using Schedules (January 3, v. 655.210): The Schedules page stays as your primary scheduling tool on the web until you switch back to the Teams page.

Permissions to add, edit, and remove specific absences (January 3, v. 655.210): New permissions let users add, edit, and remove specific absences from agents’ schedules. Assign these permissions to user roles in the Permissions section of the Schedules page.

Permissions to add, edit, and remove specific activities (January 3, v. 655.210): New permissions let users add, edit, and remove specific activities from agents’ schedules. Assign these permissions to user roles in the Permissions section of the Schedules page.

Analytics

Search transcripts by language (January 18): The Transcription Search page now has a Language drop-down list that lets you select the language in which the phrase you are searching for appears. This update is helpful for customers that transcribe calls in more than one language.

Resolved issues

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

January 26 (WFM v. 658.218)

Issue

Component

Subcomponent

Issue Description

107694

WFM

MyTime

Schedule start dates were displaying incorrectly on devices located in negative UTC time zones.

108485

WFM

Navigation

In the top navigation bar, the links to WFM pages were always displaying in English.

109074

WFM

Shift Bidding

In shift bidding settings, schedule start dates were displaying incorrectly on devices located in negative UTC time zones.

January 25 (build 976)

Issue

Component

Subcomponent

Issue Description

100518

QM

Global Settings

The Save button on the QM Global Settings page was not activating.

As part of this fix, the number for Call Reconciliation Data Retention Time cannot be less than 1. The shortest possible retention time is one day. This aligns with the other Retention Time fields on the QM Global Settings page.

January 22 (WFM v. 658.147)

Issue

Component

Subcomponent

Issue Description

109315

WFM

Reports

Excel reports were not working.

January 20 (WFM v. 657.222)

Issue

Component

Subcomponent

Issue Description

107566

WFM

Analytics

Changes to skill names were not appearing in forecast skill workloads.

108486

WFM

Forecasts

In some cases, the import queue was not working for single-digit times.

100515

WFM

Requests

Absence requests on days off that were subject to budget group check were sometimes waitlisted and sometimes approved.

107249

WFM

Requests

Agents were not able to cancel part-day absence requests if there were two requests for the same absence type on the same day.

January 18 (build 975)

Issue

Component

Subcomponent

Issue Description

95616

QM

Reconciliation

Calls with a start time and end time in different reconciliation windows were not reconciling.

103672

QM

Smart Desktop Client

Fixed an issue with logging file locations that could affect Smart Desktop Client.

January 14 (WFM v. 656.295)

Issue

Component

Subcomponent

Issue Description

107071

WFM

MyTime

Shift-bidding filters were not working correctly in some date formats.

103388

WFM

Reports

Reports run in the UTC +12 time zone were displaying the previous day’s date.

107587

WFM

Shift Bidding

Shift patterns were displaying the wrong weekday name for people in a time zone west of UTC.

101666

WFM

Windows Client

The Schedules module did not remember “Between” settings in the scheduling overtime option.

104003

WFM

Windows Client

Schedules were not loading due to the Daylight Saving Time change.

January 11 (build 972)

Issue

Component

Subcomponent

Issue Description

101051

QM

Legacy Reports

Agent data was not appearing in saved QM evaluation reports.

January 4 (WFM v. 656.110)

Issue

Component

Subcomponent

Issue Description

106382

WFM

Reports

Users encountered an error if they ran a standard report after using the date picker to change dates.

January 3 (WFM v. 655.210)

Issue

Component

Subcomponent

Issue Description

103836

WFM

API

The AllWorkflowControlSets API endpoint did not include names, just IDs.

102248

WFM

Meetings

Users were seeing the error message, “Failed to call API” when attempting to navigate between dates on the Meetings page.

103514

WFM

Requests

The details for absence request denials were showing time in UTC instead of the agent’s time zone.

102262

WFM

Windows Client

Lunches would move to the wrong row if a pre-approved partial-day absence was added before the shift.