April

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in April 2024.

QM

Learning pathway: Creating a Quality Practice (April 2): This series of video lessons from the Calabrio Learning Studio teaches quality evaluators, analysts, managers, and directors why and how to create an effective quality program. Learn where to start, who needs to be involved, and what elements to include. Available in the Calabrio Success Center, this learning path provides tips for using data to drive and track results, insights to ensure continuous improvement, and advice for fostering a culture of quality that employees and customers will benefit from.

Analytics

Learning pathway: Analytics | A Simplified Approach to Improving First-Contact Resolution (April 9): This series of video lessons from the Calabrio Learning Studio teaches data analysts of all experience levels a five-step process to start a lean analytics program. Walk through real-life use cases you can mimic in your own organization to address known issues or uncover new opportunities for improvement. Available in the Calabrio Success Center, this learning path provides detailed instructions, specific steps, and ways to know if your approach is working.

Bot Analytics

Bot Analytics now generally available (April 1): Bot Analytics is an innovative AI analytics software that helps bot operations teams improve the quality and performance of their automated chatbots. Calabrio ONE Bot Analytics is a complete AI bot analytics platform that empowers chatbot teams from digital product owners, to chatbot operators, conversation designers, and digital analysts. Bot Analytics allows you to monitor and improve the performance and quality of your conversational AI products.

Resolved issues

This table lists the issues that we fixed in each release in April. The most recent release is first.

April 18 (WFM v. 2404.17.1)

Issue

Component

Subcomponent

Issue Description

877865

WFM

Requests

The “Open start and end time” option in the Windows client’s Workflow Control Sets was only allowing users to enter full hours for absence requests.

April 16 (build 1171)

Issue

Component

Subcomponent

Issue Description

874843 / 875707

Analytics

Phrase Hits

If a contact was processed by more than one speech-to-text task, random phrases that were not part of the phrase library would be highlighted as phrase hits in the media player’s Transcription panel.

April 9 (build 1169, WFM v. 2404.8.8)

Issue

Component

Subcomponent

Issue Description

879098

QM

Interactions

(Webex CC 2.0 integrations) Audio contacts were sporadically stuck in the Pending Upload state.

200271

WFM

Meetings

In some cases, the wrong month would display if the user selected Work Week from the Week drop-down list.

April 3 (WFM v. 2403.29.1)

Issue

Component

Subcomponent

Issue Description

867583

WFM

Meetings

Non-overwritable activities were not moving if a scheduler used the “this instance” option to move one instance of a recurring meeting to another day and a time that overlapped the activity.

871482

WFM

People

If an agent requested vacation for a period that started before the start date of their personal account and ended after this start date, their requests for vacation days that they had not accrued would be automatically approved.

April 2 (build 1167)

Behind-the-scenes tweaks and fixes.