October

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

Product features and enhancements

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

Platform/Suite-Wide

Emails listed on Users page (October 25): The Select User drop-down list on the Users page now includes each user’s email address. This update helps you confidently select among users with the same name.

QM and Call Recording

Author information for evaluation forms (October 11): The Evaluation Form Manager page now shows who created and last updated a form. This information is updated when a user saves, publishes, or archives a form. This update also includes new “Created By” and “Last Updated By” filters for the list of forms.

Delete unpublished evaluation forms (October 11): You can now delete editable forms from both the main Evaluation Form Manager page and the form details page.

WFM

Permissions changes added to General Audit Trail report (October 25, v. 679.350): The General Audit Trail report now shows who changed the permissions associated with a role and when.

Updates to permissions for copied roles (October 25, v. 679.350): When you copy a role on the Permissions page, Calabrio ONE now includes the permissions for adding specific activities and absences on the Schedules page.

Updated documentation for Custom Reporting Access (CRA) (October 10, v. 679.141): We have updated the documentation for CRA to reflect recent changes: Increased the length of the email column in the mart.dim_person table from 200 to 255 characters, plus a general review of the documentation on the nvarchar columns.

Monthly recurrence pattern for meetings (October 5, v. 679.103): You can now set meetings to recur monthly: for example, the third Friday of every month.

Remove activities for several agents at the same time (October 5, v. 679.103): You can now remove activities from multiple agents’ schedules at the same time. Select the agents, the activity to remove, and the time frame. You cannot remove the base layer.

Schedule e-learning with minimum staffing threshold (October 5, v. 679.103): You can now set a staffing threshold when planning an e-learning to prevent understaffing.

Get schedules based on group page (October 5, v. 679.103): With the ScheduleOrder/ScheduleByGroupPageGroups API, you can now fetch all schedules for a specific group page and date range. The response provides details on start and end time for all indexed layers.

Deprecation of Schedule Changes Listener APIs (October 5, v. 679.103): We have deprecated the AddScheduleChangesListener and AllScheduleChangesListenerSubscription APIs and will eventually remove them. Please use the SchedulesByChangeDate API instead.

Retroactive Client schedule changes in Staffing (October 5, v. 679.103): The Staffing page now reflects retroactive schedule changes that you make in the Windows Client for two to seven days in the past.

Analytics

Deprecation of newer Task Manager page (October 26): To improve performance and stability, we have deprecated the newer version of the Task Manager page. The classic Task Manager page is still available and provides all the same features.

Deprecation of newer Phrase Manager page for US West region (October 24): To improve performance and stability, we have deprecated the newer version of the Phrase Manager page for customers in Calabrio’s US West region. The classic Phrase Manager page is still available and provides all the same features.

Data Explorer and Data Management

Data Explorer quick start guide: Build a report on Analytics phrase hits by agent (October 18): This text guide gives step-by-step instructions for building a report on phrase hits from the past week, broken down by team, agent, phrase, and phrase category.

Resolved issues

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

October 27 (WFM v. 679.383)

Issue	Component	Subcomponent	Issue Description
150055	WFM	MyTime	The timeline was not displaying correctly for customers with New WFM.
150497	WFM	People	Customers with New WFM who entered email addresses that contained apostrophes into the Identity login field were seeing the error message, “Save Error: Exception on the server, please try again after restarting the client. Response status code does not indicate success: 500 (Internal Server Error).”

October 25 (build 1061)

Issue	Component	Subcomponent	Issue Description
123719	QM	Agent Monitoring	If a user’s scope included an entire group and specific teams within another group, the Select a Team drop-down list on the Agent Monitoring page would show only the teams within the group and not the additional teams.
127352	QM	Contact Import	(CCaaS integrations) If a call was transferred, the segments of the call after the transfer were missing transcriptions.
146366	QM	Recordings	If a user rearranged the columns on the Recordings page and then left the page, the columns would revert back to their original order when the user came back to Recordings.

October 21 (WFM v. 679.314)

Issue	Component	Subcomponent	Issue Description
149798	WFM	Meetings	Users viewing the Meetings page in the Europe/Kyiv time zone were seeing the message, “Error: Bad request.”
148533	WFM	Requests	If an agent working an overnight shift requested a partial-day absence and a full-day absence for the following day and then canceled the full-day absence, their partial-day absence was also canceled.
150064	WFM	Schedules	The staffing time stamp was not displaying correctly for Daylight Saving Time.
150227	WFM	Windows Client	The personal account error message was appearing continuously for users who were swapping shifts in the Scheduled module.
150527	WFM	Windows Client	If a group included both active and inactive agents, the group page in the Schedules module was not always showing the active agents.

October 18 (build 1060)

Issue	Component	Subcomponent	Issue Description
144934	Data Explorer / Data Management	Text Panels	Users’ changes to text size and style in text panels were not saving.
143389	Platform	ACD Sync	(Amazon Connect integrations) Names that contained accented characters were not displaying correctly.
147272	QM	Call Recording	(Five9 integrations) If agents manually put their PCs in sleep mode, their recordings were displaying with zero duration on the Recordings page.

October 12 (WFM v. 679.200)

Issue	Component	Subcomponent	Issue Description
148309	WFM	MyTime	In some cases, self-scheduling was not loading for agents whose schedules included overtime or an activity after the main shift.

October 11 (build 1059, WFM v. 679.185)

Issue	Component	Subcomponent	Issue Description
136866	Platform	Licenses	A few customers were erroneously seeing the message, “The system license has been exceeded - please contact your administrator.”
148223	Platform	Navigation Menu	The WFM menu item was occasionally not appearing.
148205	QM	Evaluations	The kebab menu in the Evaluation panel was not activated for users who had calibration permissions but not evaluation permissions.
143578	QM	Legacy Reports	The Agent Scored Evaluation report was not properly calculating points-based forms with KPI questions.
144785	WFM	API	The AddOrUpdatePersonAccountForPerson and DeleteAccountForPersonAccount commands were not working in business units other than the first unit created.
149787	WFM	Schedules	Permissions for specific activities and absences were not appearing on the Permissions page.

October 10 (WFM v. 679.141)

Issue	Component	Subcomponent	Issue Description
147434	WFM	MyTime	Shift Bidding was not loading in the mobile app.

October 5 (WFM v. 679.103)

Issue	Component	Subcomponent	Issue Description
102059	WFM	Meetings	Users were able to add e-learning sessions more than seven weeks in the future.
146181	WFM	Meetings	In some cases, users could not schedule meetings.
146427	WFM	Meetings	Two e-learning sessions were scheduled at the same time for the same agent.
140695	WFM	Requests	Agents were seeing the error message, “The request is outside of the skill’s open hours” when attempting to submit overtime requests.
147978	WFM	Windows Client	Users were not able to overwrite PDF schedule exports.