January

Product features and enhancements

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

WFM

Edit days off from the Schedules page’s Week view (January 19, v. 2301.18.10): On the Schedules page, you can now add and remove days off for multiple agents and multiple days from the Week view.

Seat capacity summary (January 19, v. 2301.18.10): In the Schedules page Day view, you can now see a summary of your contact center’s seat capacity by site. To see the summary, click Settings and turn on Show Locations.

Smarter start dates for new agents (January 19, v. 2301.18.10): When you add new agents through the People module in the desktop client, Calabrio ONE now sets their employment start dates as the date of the first person period. If this date is changed or removed, the agents’ start date is not affected.

Locations automatically visible (January 19, v. 2301.18.10): If you add locations on the Schedules page, Calabrio ONE now automatically turns on the Show Locations toggle under Settings.

Reason code for unscheduled e-learning sessions (January 5, v. 2301.3.16): If Calabrio ONE cannot schedule participants for e-learning sessions, we now state the reason in the details window under the “Meeting series” tab.

Analytics

Sentiment analysis optional for transcription (January 6): On the Task Manager page, you can now disable sentiment analysis for both ongoing and ad-hoc speech-to-text tasks. This update can help conserve system resources. Sentiment analysis is available for English transcriptions only, so Calabrio ONE automatically disables it for non-English transcriptions.

Resolved issues

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

January 31 (build 1074)

There are no resolved issues in this release.

January 24 (build 1072)

There are no resolved issues in this release.

January 19 (WFM v. 2301.18.10)

Issue	Component	Subcomponent	Issue Description
156024	Data Explorer / Data Management	Reports	Users were seeing the error message, “e.onChildComponentStart is not a function” when attempting to open some reports from custom dashboards.
157825	WFM	Reports	The Reports configuration settings were responding slowly.

January 17 (build 1071)

Issue	Component	Subcomponent	Issue Description
158408	QM	Live Monitoring / Smart Desktop Client	Customers were seeing the error message, “Unable to BitBlt with error(6:The handle is invalid.)” when attempting to troubleshoot live monitoring and screen recordings. We have made this error message clearer.

January 12 (WFM v. 2301.10.19)

Issue	Component	Subcomponent	Issue Description
155774	WFM	Forecasts	If multiple workloads, some with forecasts and some without, were connected to a skill, the forecast export was not working if the forecast was missing for one day or more.
157397	WFM	Meetings	Users were seeing the error messages, “Meeting not synced to schedule” and “Editing this meeting is not possible, since it is in an unrecoverable state” when attempting to edit meetings.

January 11 (no new version number)

Issue	Component	Subcomponent	Issue Description
160100	WFM	TIP	The MyTime onboarding tour was not working correctly.

January 10 (build 1070)

Issue	Component	Subcomponent	Issue Description
157157	QM	Contact Goals	The Contact Goal Administration page was not functioning correctly for people using languages other than English.
154547	QM	Evaluations	The Reset Form option was visible to agents who had the Self-Calibrate Contact permission.
157610	QM	Evaluations	Users could not add evaluation comments to manually created contacts that had a start date in the future.
153579	QM	Reconciliation	Some transferred calls were not reconciling for one customer with a nontraditional Avaya integration.

January 5 (WFM v. 2301.3.16)

Issue	Component	Subcomponent	Issue Description
155412	WFM	Meetings	URLs that were added to the Agenda field for e-learning sessions did not work.
157406	WFM	Schedules	If an agent’s schedule included an absence and was restored via the Schedules page to a version without the absence, the agent’s personal account of absences in MyTime would not update.
154330	WFM	Schedules	If a meeting was added to agents’ schedules as the first or last activity, schedules would not sort by start time.
154989	WFM	Schedules	Agents who had left the contact center were still visible in the Schedules page’s Week view.