July

Product features and enhancements

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

QM and Call Recording

Learning pathway: QM Agent | Empowering Agents for Success (July 21): This series of video lessons from the Calabrio Learning Studio teaches agents the basics of QM, such as how to log in, navigate through the system to find contacts, review evaluations, and even control recordings manually. Agents also learn how to locate and track their progress on metrics that matter most to your organization along with tips on how to improve their performance. Available in the Calabrio Success Center, this learning path is designed for agents but is helpful for anyone who needs to understand what QM is and how agents interact with it.

WFM

API to pull all people within a business unit (July 19, v. 2307.17.1): With the new API /query/Person/PeopleByBusinessUnitId, you can query for all teams and people within a specific business unit.

Part-day shift trade (July 5, v. 2307.4.3): Agents can now trade parts of their shifts with other agents. Agents who have the “MyTime > Shift trade requests - part day” permission can go to the new “Trade hours” view, where they can select hours from their shift and post these for others to see and pick up. When an agent picks up the hours, Calabrio ONE automatically adds the hours to their schedule and removes the hours from the agent who posted them. Part-day shift trade follows the rules for shift-trade requests as configured in the agent's workflow control set. On a new “Trade settings” page, administrators can configure which contract rules (such as nightly and weekly rest) part-day trades must follow. Calabrio ONE automatically denies trades that break a rule.

Improved anonymous shift trades (July 5, v. 2307.4.3): Agents can now trade shifts anonymously from the shift-trade board without the “MyTime > Shift trade requests” permission. This update allows agents to use the shift trade board without seeing each other’s schedules.

Resolved issues

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

July 26 (WFM v. 2307.19.1)

There are no resolved issues in this release.

July 25–27 (build 1114)

Issue	Component	Subcomponent	Issue Description
183963 / 183964	Platform	Users	The Choose File button was not responding for users attempting to import users.

July 21 (no new build number)

Issue	Component	Subcomponent	Issue Description
177644	Data Explorer and Data Management	Filters	The Specify option for member-picker filters was not functioning properly for items that contained commas.
182001	Data Explorer and Data Management	Reports	Users were seeing the error message, “Measure unavailable in the current context” when editing a report that used a custom measure in a group.

July 18 (build 1109)

There are no resolved issues in this release.

July 13 (WFM v. 2307.10.5)

Issue	Component	Subcomponent	Issue Description
180309	WFM	Meetings	If a user changed the time for a recurring meeting and caused it to overlap with a non-overwritable activity, Calabrio ONE did not display the option to move the non-overwritable activity.

July 11 (build 1108)

Issue	Component	Subcomponent	Issue Description
170909	Data Explorer and Data Management	User Attributes	The CALABRIO_TEAM_ID attribute was not updating when users changed teams.
175647	Platform	Merge Users	Accounts were not merging properly if one user account had an email address and the other account for the same person did not.
177308	QM	CTI Servers	After being restarted, the backup CTI Server was going into Active mode instead of Standby.

July 5 (WFM v. 2307.4.3)

Issue	Component	Subcomponent	Issue Description
180240	WFM	MyTime	Agents were seeing the error message, “Overtime request breaks the minimum continuous lunch time requirement” when attempting to add overtime.