March

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

Product features and enhancements

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

QM and Call Recording

Pause and resume recording through HTML events (March 22): If you control the pages where recording should be paused and resumed, you can now create pause and resume triggers with HTML events. This update is especially helpful for pages customized with Salesforce Lightning. The events are: document.dispatchEvent(new CustomEvent('CALABRIO_PAUSE')) and document.dispatchEvent(new CustomEvent('CALABRIO_RESUME'))

IMPORTANT   Do not combine these new triggers with other pause and resume methods.

Performance Coaching (March 16): This add-on module to QM helps you track agent performance, identify skill gaps, improve coaching, and guide performance on an ongoing basis. It also helps you determine the effectiveness of your coaching program by tracking changes in agents’ evaluation scores after they receive coaching.

WFM

Create a back-office skill on the web (March 28, v. 666.159): You can now create and edit back-office skills on the Forecasts page. This update makes the tool useful for more customers and lines of business.

Import forecasts that have decimals (March 28, v. 666.159): On the Forecasts page, you can now import forecasts that have volumes expressed with decimal points.

Legacy ETL tool retired (March 24, v. 666.102): We have discontinued the legacy ETL tool. Instead, use the ETL management tool in the Administration interface, which you can access through a web browser. This tool is mainly used by IT or Calabrio technicians.

Easier to add new employees (March 24, v. 666.102): You can now add new agents on the People page if you have the “Add new employees” permission. To add a new non-agent user who does not belong to a team, you also need the “View users” permission. You can track these changes in the General Audit Trail report.

Automatically updated forecasts (March 21, v. 665.185): On the Forecasts page, you can now set specific skills to automatically update based on the most recent queue statistics. Calabrio ONE applies the updated forecasts to a rolling future time period, which you can set from 0 to 60 days out.

Agents add hours with self-scheduling (March 21, v. 665.185): With self-scheduling, agents can now add hours to their own schedules. Calabrio ONE will schedule agents for the activities where they are most needed and will automatically add breaks and lunches based on the settings in the workflow control set. A WFM administrator controls which staffing threshold Calabrio ONE uses and how far in the future this option is available to agents. This new functionality empowers agents while still giving the business control of the staffing situation and ensuring that contract rules are met.

Save searches in Schedules (March 21, v. 665.185): On the new Schedules page, you can now save your favorite searches.

Switch between time zones on the Teams page > Day view (March 21, v. 665.185): You can now switch between seeing times in your time zone and in agents’ time zones by clicking the globe icon next to an agent’s name or by selecting a time zone from the time zone drop-down list. The schedule, staffing chart, and schedule history all appear in the time zone you select.

More criteria for shift bidding (March 14, v. 664.111): We have added pattern types that you can use when creating a shift bid. These pattern types give you more flexibility for including agents in a bidding process. The pattern types are “start time and end time,” “only start time,” and “start time and contract hours.” You can combine any of these types with shift category as part of the bid process. With pattern types, you can, for example, include both full-time and part-time agents in the same bid process (by using “only start time”) or include only specific shift types in the bid (by combining a pattern type with shift category).

Drag an activity over a non-overwritable activity (March 11, v. 663.157): When you drag and drop an activity over a non-overwritable activity on an agent’s schedule, Calabrio ONE now presents you with options for handling the two activities.

Filter shifts by activity (March 11, v. 663.157): After selecting a site, team, or skill, you can now filter by activity to show only shifts containing that activity.

View coverage with or without shrinkage (March 11, v. 663.157): When viewing staffing coverage, you can now switch between seeing coverage with or without shrinkage.

Extended limit for budgeting for attrition (March 11, v. 663.157): We’ve increased the yearly limit for the attrition budget to 9900. This extension helps handle a worst-case scenario with extreme attrition rates.

Automatically suggested forecast updates (March 1, v. 662.227): The Forecasts page now displays suggestions for updated forecasts based on the latest queue data. You can compare this suggestion to the existing forecast for the next sixty days and apply it. Calabrio ONE calculates a new suggested forecast every night. In the future, Calabrio ONE will be able to apply these suggested forecasts automatically for skills you select.

Better default sorting for shift patterns (March 1, v. 662.227): In shift bidding, the shift patterns are now sorted by the start time of the first day of the week.

Absence priority in Windows client retired (March 1, v. 662.227): Because absences no longer use priority, we have retired the Priority setting in Options > Scheduling > Absence.

Data Explorer and Data Management

Retirement of Report Authoring permission (March 22): We have replaced the Report Authoring permission with the Data Explorer, Content Creation, and Content Publishing permissions, which were released last week. Roles that formerly had the Report Authoring permission now have all three of these new permissions.

New permissions for Data Explorer access (March 15): We’ve added three new permissions that give you more granular control over people’s access to Data Explorer: Data Explorer (read-only access), Content Creation, and Content Publishing. These permissions will replace the Report Authoring permission. In a future update, roles that currently have the Report Authoring permission will automatically get all three of these new permissions.

Resolved issues

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

March 29 (build 998)

Issue	Component	Subcomponent	Issue Description
110536	Data Explorer	Application Servers	A security scan identified several security vulnerabilities related to OpenJDK. This fix updates several Docker images and improves internal processes to address these vulnerabilities.
101948	Platform	Permissions	Users were seeing the error message, “Permission MobileAppAccess is not allowed for role [role name]’s license types” when attempting to remove a license from a role.

March 24 (WFM v. 666.102)

Issue	Component	Subcomponent	Issue Description
117779	WFM	Shift Bidding	A fetch pattern that used an optional column value brought in all agents.
118200	WFM	Staffing	Users were not able to export staffing to CSV.

March 22 (build 997)

Issue	Component	Subcomponent	Issue Description
98908	Analytics	Desktop Analytics	Desktop Manager Web items were not created automatically if the browser used for desktop capture had an Application Name other than the default.
117169	Platform	Legacy Reports	Users were not receiving their scheduled emailed reports.
115999	Platform	UI	Scroll bars were appearing in text boxes for people using Chrome.
115417	QM	Media Player	Users who had a QM view assigned but no scope over groups or teams were seeing the error message, “The media for contact [ID #] is not available” when attempting to play recordings.
117191 / 116271	QM	Recordings Filters	If a customer used QM views instead of configuring user scope via the Users page, users with a QM view could not use the Organization filter to locate contacts on the Recordings page. With this fix, the Organization filter now works like this for users who have a QM view assigned but no assigned scope: The Group and Team drop-downs are set to All and cannot be changed. The Agent drop-down shows all agents’ names.
112680	QM	Workflows	If a user selected the “set evaluation form to” checkbox in an end-of-call workflow but did not select a form, they could save the workflow, but the contacts would not appear on the Recordings page. With this fix, Calabrio ONE ignores the “set evaluation form to” option if a form is not selected.

March 21 (WFM v. 665.185)

Issue	Component	Subcomponent	Issue Description
109631	WFM	ChatBot	Grant had no valid absence options for agents who were in UTC + 12 time zones.
114597	WFM	Meetings	Web browsers’ auto-complete caused errors.
116818	WFM	MyTime	Agents could not trade shifts more than 16 days in the future.

March 15 (build 996)

Issue	Component	Subcomponent	Issue Description
110896	Data Explorer / Data Management	Agent Profile Card	The agent profile card was not opening from the Recordings page.
111596	QM	Legacy Reports	Emailed versions of reports that contained graphs did not include the graph image.

March 11 (WFM v. 663.157)

Issue	Component	Subcomponent	Issue Description
115884	WFM	Forecasts	The forecast import had incorrect column headers.
113988	WFM	Real-Time Adherence	In rare cases, users were not able to remove an adjusted adherence period.
115730	WFM	Windows Client	Hourly employees with multiple skills were not being scheduled.

March 8 (build 994, WFM v. 662.350)

Issue	Component	Subcomponent	Issue Description
113954	Data Explorer / Data Management	Formulas	Custom formulas that used the “[SUM OF 1 WHERE...]” pattern were not working.
98929	QM	Calibrations	If a user created an ad-hoc calibration task on the Recordings page, the task’s completion date was being set to the day before the task was created, resulting in 0% calibration completion appearing in the Contact Goal Progress report, the Evaluation Calibration report, and the Contact Queue page.
115467	WFM	Meetings	If users selected a PM time that ended in :15, it would switch to AM.
115110	WFM	Reports	The Scheduled Overtime per Agent report was not showing all the agents scheduled for overtime if their schedule included personal activities.

March 4 (WFM v. 662.315)

Issue	Component	Subcomponent	Issue Description
115484	WFM	Forecasts	Queue imports were failing in some cases.
114923	WFM	Requests	If an agent requested a full-day absence on Daylight Saving Time weekend, another absence would also appear on the following day.
114978	WFM	Schedules	Users could not see all their permitted absences or activities in the Permissions section.
113184	WFM	Windows Client	PDF schedule exports showed a dummy time and date in some languages.

March 1 (build 992, WFM v. 662.227)

Issue	Component	Subcomponent	Issue Description
113930	QM	Reconciliation	(Five9 integrations) Reconciliation for contacts that included pause and resume was failing or was assigning incorrect time stamps to contacts.
115237	QM	Screen Recordings	(Five9 integrations) Contacts that included pause and resume were missing screen recordings.
110664	QM	Workflows	Contacts that did not meet the inclusion list criteria were appearing on the Recordings page with zero duration the day after they occurred.
113990	WFM	Intraday	Average handle time was not appearing on the Intraday page for some skills.
111878	WFM	Windows Client	The Filter Agents window in the scheduler would sometimes make Calabrio ONE unresponsive.