August

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in August 2023.

Platform/Suite-Wide

Updated TIP of the Month library (August 30): Some recently retired TIPs of the Month are now available in our permanent library. Users’ ability to view these TIPs is based on their permissions in Calabrio ONE.

QM and Call Recording

Twilio voice recording encryption (August 29): Calabrio ONE can now import encrypted voice recordings from Twilio. To use this feature, enter your Twilio SID and private key in Calabrio ONE for processing. After processing, Calabrio ONE re-encrypts all recordings.

NOTE   By default, this feature is disabled. To request this feature, contact your Calabrio account representative.

Integration guide for Cisco Unified Communications Manager (August 29): This new text guide explains the ways Cisco UCM and Calabrio ONE are connected and lists the steps to set up this connection.

WFM

API to set forecasts at daily level (August 29, v. 2308.28.2): With the new SetForecastDailyForSkill API, you can now set the forecast for a skill on a daily level. This forecast applies to a skill’s Tasks, AverageTaskTimeSeconds, and AverageAfterTaskTimeSeconds for a date range up to 180 days. Setting the daily value keeps the intraday patterns that are configured in the Forecasts module.

Extended range for AddOvertime and RemoveOvertime APIs (August 17, v. 2308.15.2): You can now add and remove overtime for an agent up to six months ahead with these APIs. With this update, these APIs now match the range available with the SetSchedulesForPerson API.

Increased hourly rate limit for APIs (August 17, v. 2308.15.2): APIs can now make up to 10,000 calls per hour. The previous limit was 3600 calls per hour.

API to set optional column values for multiple people (August 7, v. 2308.3.14): With the new /command/SetOptionalColumnForPeople API, you can now set an optional column value for several people at once.

More detail about part-day shift trades in Schedule history and Schedule Audit trail (August 7, v. 2308.3.14): The schedule audit trail now specifies if agents used the Trade hours feature (which is unique to part-day shift trades) to change their schedules, allowing you to distinguish part-day and full-day shift trades. This change appears in Schedule history, Schedule audit report, and the response for the ScheduleAuditTrailByPersonId API.

Resolved issues

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

August 29 (build 1119, WFM v. 2308.28.2)

Issue	Component	Subcomponent	Issue Description
185559	WFM	MyTime	Agents attempting to post hours for partial-day shift trades that included hours after 5:00 pm on Saturdays were getting the error message, “The post is denied because it breaks the following rules: The posted hours overlap with previously posted hours.”

August 25 (WFM v. 2308.24.2)

Issue	Component	Subcomponent	Issue Description
184460	WFM	Meetings	In some cases, schedulers were unable to create e-learning meetings for new hires who had start dates in the future.
187273	WFM	Meetings	In some cases, schedulers were unable to create 1:1 meetings for new hires who had start dates in the future.
182197	WFM	MyTime	If Agent A posted hours for other agents to pick up, Agent B picked them up, Agent B posted the hours back, and Agent A picked the hours back up, Agent A could not post those same hours back for other agents to pick up.
184305	WFM	MyTime	Agents’ requests for overtime were being inaccurately denied with the message that the request violated the minimum continuous lunch time requirement.
186301	WFM	MyTime	If Agent A posted a full shift for other agents to pick up and Agent B picked up the shift, the shift category was not appearing on the Schedule page for Agent B.
180194	WFM	Permissions	The reasons for confidential absences were appearing on the Team schedule page.
183195	WFM	Schedules	Agents were able to add a partial-day absence that exceeded their account balance on top of an existing partial-day absence.

August 22 (build 1118)

NOTE   This release was deployed to Calabrio’s Partners, Australia, and Singapore realms only.

Issue	Component	Subcomponent	Issue Description
180603	QM	Evaluation Panel	The form name and evaluation total score would not remain visible for evaluators as they scrolled through a form.

August 17 (WFM v. 2308.15.2)

Issue	Component	Subcomponent	Issue Description
181884	WFM	Analytics	Users were seeing an error when attempting to open the Agent Metrics and Team Metrics reports.
184113	WFM	MyTime	Agents who used Okta to log in were not able to access MyTime directly.
184967	WFM	MyTime	Agents whose location was not set were displaying as In Office in the week view.

August 15 (build 1117)

Behind-the-scenes tweaks and fixes.

August 9 (build 1116, WFM v. 2308.7.7)

Issue	Component	Subcomponent	Issue Description
180875	QM	Call Recording	(Cisco Packaged CCE integrations) For one customer, Calabrio ONE continued to record agents’ screens after a call ended, resulting in four-hour recordings that contained screen recordings from multiple contacts. The audio portions of these contacts were captured as separate contacts. IMPORTANT   Customers must update Smart Desktop to receive this fix.
182066	QM	Call Recording	(Cisco Unified CCE integration) If an agent used the Jabber “Decline” feature to decline a call, that agent’s contacts for the next four hours would not appear on Calabrio ONE’s Recordings page. This fix adds support for the Decline feature. IMPORTANT   Customers must update Smart Desktop to receive this fix.
184564	QM	Data Server Configuration	(Cisco Packaged CCE integrations) If a customer used a hostname instead of an IP address for their Data Server configuration, network recording would fail. IMPORTANT   Customers must update their Data Server to receive this fix.
183483	WFM	Analytics	The nightly ETL job was failing with the error message, “Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding. Operation cancelled by user. The statement has been terminated.”

August 7 (WFM v. 2308.3.14)

Issue	Component	Subcomponent	Issue Description
179903	WFM	Meetings	1:1 meetings that recurred once every day were not consistently scheduled.
182016	WFM	MyTime	When agents used self-scheduling to add hours for time periods that displayed as available, Calabrio ONE would occasionally automatically deny their hours with the message, “The staffing need for the requested period is already fulfilled.”
179095	WFM	Reports	The “Absence time per absence” report was occasionally showing data for the wrong date.