October

Product features and enhancements

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

WFM

Snooze agents who show as out of adherence (October 31, v. 2310.31.3): With the new Snooze option on the Adherence page, you can now hide agents whose adherence has already been addressed or where action is not needed. This update helps you have the most focused view of what is happening in your contact center. Agents stay snoozed for four hours before returning to the In Alarm list. You can unsnooze agents at any time.

Smarter adherence reporting for Cisco Webex CC 2.0 integrations (October 31): For customers who use the Webex CC 2.0 plugin in Salesforce, Calabrio ONE’s Adherence report no longer shows extra login states that happen when agents’ Salesforce portal pages refresh as the agents handle contacts.

State-change updates for Cisco Webex CC 2.0 (October 24): The real-time integration with Webex CC 2.0 now correctly registers a state-change reservation (for example, Lunch or Meeting) in the Webex CC Agent Portal when the agent is in a wrap-up state. Also, when the agent is active concurrently in more than one channel or more than one contact for same channel, the agent's state does not change until they complete all the contacts.

Deactivate historical agent and queue data from Talkdesk (October 16): Customers with a Talkdesk integration can now deactivate queue, agent, or agent-queue data independently. This update is especially useful for customers who get this data from another source.

Improved performance on Reports page (October 3, v. 2309.28.19): The Reports page now runs faster when you select agents in multiple groups. This update is especially helpful for customers with large numbers of agents.

Daily schedules more accessible for screen readers (October 3, v. 2309.28.19): Screen readers can now read detailed activities and absences in daily schedules. This update makes schedules more accessible for users using screen readers or other assistive technologies.

Processing for Contact Events received from Amazon Connect (October 2): For customers with an Amazon Connect integration Calabrio ONE now processes Contact Events as offered contacts in historical data received from Amazon. This update gives Calabrio ONE a more accurate picture of the number of offered contacts.

Processing email data through the TASKS channel from Amazon Connect (October 2): Queue and agent queue data for email queues is now available in Calabrio ONE.

Analytics

Suggestions AI added to Phrase Manager (October 4): We have completely revamped the Phrase Manager page to include Suggestions. The Suggestions feature includes components of Phrase Optimizer, which was previously available only as an add-on from the Calabrio Innovation Center. With Suggestions, Calabrio ONE uses generative artificial intelligence to suggest new phrases based on as little as one “seed” phrase. The Phrase Manager page is also faster and more efficient and features a clean, updated interface. You can move back and forth between the new page and the classic page for a limited time.

Resolved issues

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

October 31 (build 1131, WFM v. 2310.31.3)

Issue	Component	Subcomponent	Issue Description
195487	WFM	Schedules	Contract times that included a single-digit number of minutes (for example, 7 hours and 5 minutes) were displaying incorrectly on the Schedules page.

October 27 (WFM v. 2310.26.15)

Issue	Component	Subcomponent	Issue Description
195371	WFM	MyTime	Users were seeing the error message, “Application error, try again or contact your system administrator if the problem persists” when they scanned the QR code to install the mobile app.
187872	WFM	Requests	Some shift trades were incorrectly showing as available to some agents but would be automatically denied if the agents attempted to trade shifts.
193197	WFM	Requests	Anonymous shift-trade requests would disappear from the MyTime Requests page for agents after they completed a trade.
187573	WFM	Windows Client	The Schedules module was incorrectly indicating a broken rule for the minimum number of agents.

October 24 (build 1129)

Issue	Component	Subcomponent	Issue Description
184462 / 185791	Analytics	Task Manager / Phrase Manager	The Task Manager and Phrase Manager pages were not loading for some customers with a large number of tasks or phrases.

October 18 (WFM v. 2310.17.15)

Behind-the-scenes tweaks and fixes.

October 11 (WFM v. 2310.10.8)

Issue	Component	Subcomponent	Issue Description
176353	WFM	Real-Time Adherence	For one customer with a custom real-time adherence integration, activities were occasionally not appearing in historical adherence, causing some agents to briefly show as out of adherence.

October 5 (WFM v. 2310.5.5)

Behind-the-scenes tweaks and fixes.

October 3 (build 1126, WFM v. 2310.2.13)

Issue	Component	Subcomponent	Issue Description
185157	QM	Screen Recording	For one customer, Calabrio ONE was not recording screens because the login event signal from agent devices was sent before the Smart Desktop Client had started.