June

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

Product features and enhancements

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

Platform/Suite-Wide

End of support for Internet Explorer v. 11 (scheduled for July 1): Beginning July 1, Internet Explorer will no longer be a supported browser for Calabrio ONE. This means that we will not test new development in Internet Explorer and will not fix bugs that appear only in Internet Explorer. The browsers we support are Chrome, Edge, and Firefox.

QM and Call Recording

Better message exchange for Smart Desktop Capture (scheduled for June 28): We’ve improved how our browser extensions communicate with Smart Desktop Capture. Upgrade to the latest version of Smart Desktop for this enhancement.

Smart Desktop Capture on Windows 11 (June 21): We now support Smart Desktop Capture on devices that use Windows 11.

Create new telephony groups only for supported versions of Cisco Unified Communications Manager (June 7): With this release, you can no longer create telephony groups for Cisco UCM versions older than 11.5.

WFM

Control the length of activities before and after e-learning sessions (June 23, v. 673.148): In Meetings, you can now control the duration of scheduled activities that occur before and after meeting sessions.

Plan e-learnings one by one (June 23, v. 673.148): We have adjusted how e-learning sessions are scheduled to allow for a more granular distribution of these sessions.

Updated CRA documentation (June 23, v. 673.148): We have updated the documentation for Custom Reporting Access (CRA - optional) to reflect recent changes: New fact table: mart.fact_adherence_changes.

Role ID visible in Permissions (June 23, v. 673.148): On the Permissions page, you can now see the ID for each role. This ID is needed for sharing Data Explorer reports and dashboards with people by role. Add the tag wfm_role_[roleID] to a report or dashboard to share it.

Time zone abbreviations on Meetings and Schedules pages (June 16, v. 673.114): We have added standard time zone abbreviations to the list of time zones on the Meetings and Schedules pages. The UTC offset now also reflects Daylight Saving Time.

See site and team name in Schedules (June 16, v. 673.114): You can now view site and team name per agent on the Schedules page.

Handle conflicts for multiple agents (June 16, v. 673.114): On the Schedules page, you can now move overlapping activities for multiple agents at once.

See scheduled contract hours on Schedules page (June 16, v. 673.114): In the day view on the Schedules page, you can now see the total number of contractual hours per agent and day.

Sorting criteria for schedules (June 16, v. 673.114): You can now sort by first or last name, employee number, start or end time, and site or team name on the Schedules page.

Set person identity with API (June 15, v. 672.190): Third-party applications can now set users’ identity logins with the existing SetDetailsForPerson command.

Set roles with API (June 10, v. 672.160): Third-party applications can now replace people’s current set of roles using the command SetRolesForPerson.

Get parameters of roles with API (June 10, v. 672.160): Third-party applications can now retrieve the functional and data permissions for all roles using the query AllRoles. This is useful if you want to compare and audit all roles to spot if some roles have been given incorrect permissions.

Improved special event handling (June 10, v. 672.160): On the Forecasts page, you can now create a special event and connect it to multiple skills. This change is especially helpful if the same public holiday affects many skills in your organization. Special events added via the Forecasts page appear in both the admin client’s Forecasts module and on the web Forecasts page. You can also connect one or more existing special events to a new special event, making it easier to switch to the new global special events.

Improved management of closed days (June 10, v. 672.160): On the Forecasts page, you can now close multiple skills at once, based on a special event. You do this through a new yearly calendar view that shows both closed days and special events for skills you select. This new functionality makes it easier to close all skills, for example to plan for an upcoming public holiday.

Keyboard shortcuts in Schedules (June 10, v. 672.160): Keyboard shortcuts are now available on the Schedules page.

Scheduler loads faster (June 10, v. 672.160): We’ve optimized the queries that load agents into the scheduler, resulting in faster performance.

Resolved issues

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

Release scheduled for June 28

IMPORTANT   The items listed below are preliminary and are subject to change without notice.

Issue

Component

Subcomponent

Issue Description

127395

Platform

Audit

On the Audit page, users were seeing the error message, “An error occurred on the server” after clicking the arrow icon to reach the last page of events.

133282

Platform

Audit

On the Audit page, users were seeing the error message, “An error occurred on the server” when attempting to filter by a role name that contained the word “agent.”

June 23 (WFM v. 673.148)

Issue

Component

Subcomponent

Issue Description

130867

WFM

Administration

Agents were incorrectly showing as out of adherence.

132451

WFM

Windows Client

Users were seeing an error message when attempting to remove meetings.

June 21 (build 1027)

Issue

Component

Subcomponent

Issue Description

132717

QM

Workflows

Calabrio ONE was treating underscores entered in the Value field on the Workflow Administration page as wildcards.

June 20 (WFM v. 673.133)

Issue

Component

Subcomponent

Issue Description

134860

WFM

API

The PeoplebyTeamID API was providing only roles that were linked to a business unit.

132719

WFM

Shift Bidding

Shift pattern assignments were not working correctly if patterns were deleted in an ongoing bid process.

June 16 (WFM v. 673.114)

Issue

Component

Subcomponent

Issue Description

134257

WFM

Reports

Ready time adherence reports were not loading if users selected anything besides Business Hierarchy from the Group Page drop-down list.

June 14 (build 1024, WFM v. 672.190)

Issue

Component

Subcomponent

Issue Description

132496

WFM

Shift Bidding

The Cancel button was not working for supervisors placing delegated bids.

132151

WFM

Windows Client

Schedules with multiple master activities were loading slowly.

June 10 (WFM v. 672.160

Issue

Component

Subcomponent

Issue Description

131266

WFM

People

Employment numbers were not appearing in some cases.

131311

WFM

People

Leaving dates were displaying incorrectly for users in negative UTC time zones.

132689

WFM

Schedules

Shifts were sorting incorrectly.

June 7 (build 1023)

Issue

Component

Subcomponent

Issue Description

41910

Platform

Users Page

If a customer imported users via GIS, names with accented characters were not displaying correctly.

128261

QM

Cloud Migration

Media import was failing for one customer migrating to Calabrio ONE cloud. This fix allows contacts with a null start time to import correctly.

101992

QM

Cloud Migration

For one customer migrating to Calabrio ONE cloud, calls were appearing on the first several pages in Recordings but were not appearing on later pages.

125990

QM

Smart Desktop Capture

Smart Desktop would crash if installed on computers with names that contained only numbers. This fix adds support for number-only computer names that do not match IP address patterns. However, we do not recommend using these kinds of names.

June 2 (WFM v. 671.169)

Issue

Component

Subcomponent

Issue Description

128972

WFM

Reports

Ready-Time Adherence reports were missing totals.