May

Product features and enhancements

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

QM and Call Recording

Change the date format (May 2): The date format that appears on the Recordings page and in the Media Player now updates based on your individual language setting.

WFM

Screen reader support for Schedules (May 12, v. 2305.11.5): The Schedules page is now accessible for users using screen readers or other assistive technologies.

Indication for part-day absences outside the schedule projection (May 12, v. 2305.11.5): The Schedules page now indicates when agents have part-day absences outside the schedule projection.

Resolved issues

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

May 31 (WFM v. 2305.29.7)

Issue	Component	Subcomponent	Issue Description
173732	WFM	MyTime	In some cases, Calabrio ONE was incorrectly adding lunches to agents’ self-scheduled shifts.

May 26 (WFM v. 2305.22.6)

Issue	Component	Subcomponent	Issue Description
168611	WFM	MyTime	If a customer set the midnight break at a time other than midnight, agents submitting overtime requests for times that crossed midnight were seeing the denial message, “All or part of the request period is outside of the skill’s open hours.”
176282	WFM	People	If a user changed an agent’s team multiple times using the People page, only the first team change was appearing on the Adherence page.

May 23 (build 1101)

There are no resolved issues in this release.

May 22 (WFM v. 2305.17.11)

Issue	Component	Subcomponent	Issue Description
170853	WFM	Requests	The “Head count” field in the “View allowance” window was displaying one agent higher than the number in the “Used by” fields.
172914	WFM	Schedules	If a customer optimized the schedule, users attempting to remove activities via the Schedules page would see the error message, “No changes have been made for select agents.”

May 16 (build 1100)

Issue	Component	Subcomponent	Issue Description
153987	Platform	Legacy Reports	(Cisco CJP integrations) The Agent Report Card and Agent and Team Performance by Day reports were showing different adherence and occupancy calculations.

May 12 (WFM v. 2305.11.5)

Issue	Component	Subcomponent	Issue Description
168680	WFM	Analytics	If a customer had two integrations configured for the same time zone with one of them lagging several hours behind (importing data) and reporting different local dates (imported up until dates), data from the Ready-Time Adherence Report was missing for the previous day starting at 11:00 AM.
170062	WFM	Meetings	Users who logged in via single sign-on (SSO) were not able to add or edit meetings from the Schedules page.
170092	WFM	MyTime	If agents who had skill interval lengths of 60 minutes used the “Add hours” feature in MyTime, lunches added to their shifts would always be 60 minutes despite other settings dictating a 30-minute lunch.

May 9 (build 1099)

There are no resolved issues in this release.

May 4 (WFM v. 2305.2.10)

Issue	Component	Subcomponent	Issue Description
166885	WFM	Windows Client	Multi-site skills from an imported forecast were not appearing in the default scenario in the Schedules module.

May 2 (build 1097)

Issue	Component	Subcomponent	Issue Description
170952	Data Explorer	Reports	Inactive teams were appearing in reports when users attempted to filter them out.
170477	QM	Call Recording	For one customer using encryption, audio from the agent stream would be lost fifteen minutes into the call.
167564	QM	Recordings and Media Player	The date and time formats were not correctly reflecting the user’s time zone settings. The date format is now based on the language that the user selects either on the login page or the user settings drop-down menu.