September

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

Product features and enhancements

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

QM and Call Recording

Circular chart removed from evaluations (September 27): As part of our ongoing work to improve evaluation forms, we have removed the circular chart that appears at the bottom of the Evaluation panel in completed evaluations.

New Evaluation Form Manager page (September 22): This redesigned page is much easier to use and includes some new capabilities, like adding descriptions to questions, creating reusable sets of answer options, and moving questions into different sections within a form.

WFM

Apply named campaign to multiple skills (September 30, v. 678.219): You can now add named campaigns from the Forecasts page. These campaigns can be connected to several skills. You can also connect several named campaigns to the same skill. For example, if there is a planned marketing campaign that will impact all the Sales skills on a particular date with certain percentage, you can easily add it to all these skills.

Apply campaign to average talk time and after-call work (September 30, v. 678.219): On the Forecasts page, you can now apply a campaign percentage to ATT and ACW, giving you more control in adjusting the forecast.

Web module links removed from admin client (September 30, v. 678.219): We have removed the links to Reports, Permissions, and Gamification from the admin client. These pages have long been available on the web only.

Warning for missing skills when adding activity in Schedules (September 30, v. 678.219): A notification will appear if you try to add a skill-based activity outside of open hours or if the agent you are adding the activity to does not have a skill connected to the activity.

Retirement of legacy report selection for standard reports (September 30, v. 678.219): We have retired the legacy selection pages for WFM standard reports.

Updated time zone database (September 30, v. 678.219): We have updated the IANA time zone database to version 2022c, which reflects recent changes in time zone standards.

Occupancy in selection page for agent and team metrics (September 30, v. 678.219): When blending several channels or data sources, it is important to get the correct handling time per channel and underlying queues. Because the occupancy KPI doesn't consider any channel segmentation but instead expects a consolidated handling time, it can be more than 100% in those cases. You can now choose the occupancy calculation method as either “occupancy = handling / ready” or “occupancy = (ready - idle) / ready.”

View override and override values in Forecasts graphs (September 6, v. 677.180): The graph in Forecasts now shows the original forecast as well as the current override value you are working with.

Filter by day and date when importing schedules via API (September 2, v. 677.134)

More control for applying suggested forecasts (September 2, v. 677.134): On the Forecasts page, you can now choose which period to apply; which combination of volume, handling time, or after-call work to apply; and which scenario to use for the forecast suggested by Calabrio ONE.

Edit notes and optional columns in People (September 2, v. 677.134): You can now update the information in the Note and Optional columns fields from the Display page in People. This makes it easier to update information about a specific person.

Swap shifts in Schedules (September 2, v. 677.134): You can now swap shifts between two agents on the Schedules page.

Export finalized shift-bid patterns (September 2, v. 677.134): Bid administrators can now export the resulting patterns of a finalized shift bid, making it easier to analyze the bid’s results.

Data Explorer and Data Management

Data Explorer quick start guide: Build a call recording events report (September 22): This text guide gives step-by-step instructions for building a report on hold, pause, silence, and talkover events in recent contacts.

Resolved issues

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

September 30 (WFM v. 678.219)

Issue	Component	Subcomponent	Issue Description
146371	WFM	Forecasts	Colors were missing from the Forecasts page.
146062	WFM	General	Updating the time zone database caused problems for some regions.
146895	WFM	Meetings	The Select All option in the agenda view was not including the last day of the selected period.
144909	WFM	MyTime	In New WFM environments (both browser and mobile app), the self-scheduling timeline was sometimes incorrect.
146355	WFM	MyTime	Users using the Finnish date format encountered an error in overtime requests.
146362	WFM	MyTime	For specific WCS settings with a long minimum continuous work time, self-scheduling was not loading.
146701	WFM	Real-Time Adherence	If users made schedule changes retroactively, the historical adherence data would be incorrect.
146348	WFM	Requests	Budget group headcounts were not checking days off against budget groups.
144990	WFM	Schedules	Calabrio ONE would run slow when users added notes to agent schedules.
148070	WFM	Schedules	If users were searching for agents by name, they could not see the schedule for the last day at work.
143528	WFM	Staffing	The staffing export was missing scheduled heads for the last hours in the export.

September 27 (build 1054)

Issue	Component	Subcomponent	Issue Description
145481	QM	Workflows	Users were not able to delete workflow rules.

September 20 (build 1053)

There are no resolved issues in this release.

September 13 (build 1052)

Issue	Component	Subcomponent	Issue Description
145099	Data Explorer	Parameter Bindings	If two report filters were bound to the same dashboard parameter, the second filter was not displaying the parameter data.
138188	QM	File Upload	If file uploads did not include an AD login, users would see the error message, “Desktop Error - Unknown.”

September 6 (build 1051)

Issue	Component	Subcomponent	Issue Description
140710	Platform	Menu Bar	Users without New WFM were seeing the WFM item in the top navigation bar. As part of this fix, if users who have a New WFM account but no associated role click the WFM menu item, they see a message telling them they do not have permission to access WFM.
138377 / 134277	QM	Calibration Tasks	If users did not have the Evaluate Contact and Self-Evaluate Contact permissions, the Calibration panel was not appearing in the media player, and they were not receiving notifications about assigned calibrations. With this fix, users no longer need these permissions to perform calibrations.
134350	QM	Contact Goal Widget	If a user had scope over a team that contained deactivated agents, the Contact Goal Progress widget in Data Explorer was displaying an incorrect number of contacts for goals assigned to that user.
144728	QM	Legacy Reports	If a user had scope over a team that contained deactivated agents, the Contact Goal Progress report was displaying an incorrect number of contacts for goals assigned to that user.
140339	QM	Smart Desktop Capture	Smart Desktop Capture was occasionally failing to start for one customer running a Citrix environment on Windows Server 2019, resulting in missing screen recordings.

September 2 (WFM v. 677.134)

Issue	Component	Subcomponent	Issue Description
143225	WFM	Permissions	Users were seeing a 404 error when they clicked on the WFM menu item.
144885	WFM	Real-Time Adherence	If an agent switched between rules with different alarm thresholds, the alarm would activate at the wrong time.