May
Here’s what happened in Calabrio ONE in May 2022.
Product features and enhancements
We added these new features and enhancements to Calabrio ONE in May 2022.
QM and Call Recording
Indicators for unsupported versions of Cisco Unified Communications Manager (May 24): On the Telephony Groups page, if you select Cisco Unified Communications Manager (CUCM) as the telephony group platform type, the Version drop-down list now includes “(Not Supported)” next to version numbers lower than 11.5. These versions are no longer supported.
Predictive score criteria for contact goals (May 10): Customers with Calabrio Analytics can now use predictive evaluation scores and predictive net promoter scores as criteria for contacts that Calabrio ONE selects for the Contact Queue. You can create goals that include contacts with a predictive score above or below a specific number.
Changes to column sorting for Recordings (May 10): To provide more stable performance, the Audio File Upload State and Video File Upload State columns on the Recordings page are no longer sortable.
WFM
Set e-learning and 1:1 lengths by the minute (May 31, v. 671.131): You can now plan e-learnings and one-on-ones with flexible durations.
Set employment numbers with API (May 31, v. 671.131): Third-party applications can now set people’s employment numbers using the existing command SetDetailsForPerson. This is useful if you don’t know the employment number when first adding employees to the system.
Clear leaving date with API (May 31, v. 671.131): Third-party applications can now clear a leaving date for a person with the API command ClearLeavingDateForPerson. This is useful if you add a leaving date by mistake.
Retroactive recalculation of adherence (May 23, v. 670.114): Agents’ daily adherence scores now update automatically when agents’ schedules are changed retroactively. The updated score appears in the historical overview, the historical adherence view, and Data Explorer.
Link to Calabrio Success Center from the WFM client (May 23, v. 670.114): You can now access useful resources on the Calabrio Success Center via a link on the WFM client landing page.
Better display of overnight shifts for requesting overtime (May 17, v. 669.189): Agents who are booked on an overnight shift starting on the previous day now see more clearly where they can and cannot request to work extra hours.
Absence details appear only when relevant (May 13, v. 669.151): When agents are selecting an absence type to request, information about remaining and used hours or days now appears only for absence types that use these details.
Smarter skill creation for time zones with partial-hour offsets from UTC (May 12, v. 669.135): When creating skills, if your time zone has an offset from UTC that does not match the skill resolution, you must now select an interval length that aligns the skill with full hours. For example, if your time zone is UTC + 5:30, you must select 15 or 30 minutes as the interval length. If your time zone is UTC + 5:45, you must select 15 minutes as the interval length.
Skill properties in Forecasts (May 12, v. 669.135): Skill properties now appear on the Forecasts page, making it easier to quickly check a skill’s configuration directly in the web app.
Transition tool for Classic Calabrio WFM customers (May 12, v. 669.135): Customers currently using Classic Calabrio WFM can now transition data from their current system to New Calabrio WFM. Our new transition tool helps move agents, schedules, forecasts, and queue statistics from Classic WFM installations to New WFM installations. It also sets some default values that help users get started more quickly.
Add a custom message to the MyTime app’s download page (May 12, v. 669.135): Super administrators can now add a custom message, such as instructions or disclaimers, to the page where agents get a link to download the MyTime app.
New selection pages for Ready-Time Adherence reports (May 12, v. 669.135): The selection pages for the Ready-Time Adherence reports now use more modern server-side frameworks. The pages’ functionality has not changed.
Updated behavior for the GetPersonRequests SDK method (May 12, v. 669.135): The SDK method GetPersonRequests now returns all requests within the supplied period. Previously, it was only returning pending requests.
Resolved issues
These tables list the issues that we fixed in each release in May. The most recent release is first.
May 31 (WFM v. 671.131)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
129564 |
WFM |
Meetings |
Participant import was failing. |
|
130708 |
WFM |
MyTime |
Time stamps were missing from the My Report page. |
|
128642 |
WFM |
Requests |
In some cases, users encountered an error message when approving overtime requests. |
May 24 (build 1018)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
125017 |
QM |
ACD Data Sync |
Metadata was not attaching to some calls. |
|
125198 |
QM |
Contact Export |
Contacts with a state of “Cannot Score” or “Needs Cannot Score Approval” were appearing as “Unscored” in Excel exports. |
|
120997 |
QM |
Signaling Groups |
(Cisco Unified Communications Manager integration) If many devices had no logged-in users, maintenance mode CTI failover would run very slowly, and the servers in maintenance mode would still process new calls. |
May 17 (build 1015, WFM v. 669.189 )
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
125569 |
Data Explorer |
Dashboards |
Links to secondary dashboards that were assigned to roles were not working for those roles. |
|
120938 |
QM |
Workflows |
The Workflow Administration page was identifying the wrong retention policy as the default policy. |
|
119659 |
WFM |
General |
In rare cases, the navigation bar was displaying inconsistently. |
May 12 (WFM v. 669.135)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
121442 |
WFM |
Meetings |
Users were encountering a processing error when planning e-learning sessions. |
|
123537 |
WFM |
Meetings |
Users were encountering an API error when attempting to delete meetings. |
|
125523 |
WFM |
MyTime |
If hours were added to an agent’s schedule at the start or end of the day, information about lunch was not appearing. |
|
123629 |
WFM |
People |
The MyOwn data permission was letting users see all agents. |
|
124034 |
WFM |
Schedules |
Dates on the Teams and Schedules pages were not matching. |
|
125901 |
WFM |
Schedules |
The Schedules page was not showing the correct dates for future absences. |
May 10 (build 1014)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
109190 |
Analytics |
Transcription |
If a user deleted only the record of a contact but not the corresponding transcription, they were unable to delete the transcription. This fix allows users to delete transcriptions even if the metadata related to the same contact was already deleted. |
|
120608 |
Data Explorer |
Homepage Dashboards |
With some rare license and permission combinations, new users did not have a Data Explorer dashboard set as their home page. |
May 3 (build 1010, WFM v. 668.138 )
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
123585 |
QM |
Media Import |
(Amazon Connect integration) Calabrio ONE was not downloading call recordings for one customer. |
|
121001 |
QM |
Record Servers |
Fixed an issue where a record server would accept new calls in maintenance mode in network-recording environments with multiple record servers. |
|
122386 |
WFM |
MyTime |
Agents could submit overtime on top of their existing schedules in some cases. |
|
122532 |
WFM |
Windows Client |
The Alt + F shortcut was not working in the Windows Virtual Desktop. |