April
Product features and enhancements
We added these new features and enhancements to Calabrio ONE in April 2024.
Platform/Suite-Wide
Middle East realm (April 23): A new Calabrio region, ae1.calabriocloud.com, is available.
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.
WFM
Use agent's timezone to determine if a schedule should be write-protected (April 18, v. 2404.17.1): The write protection of agents schedules, as defined in the workflow control set, now uses the agent's timezone to determine whether a particular schedule should be write-protected. Previously this setting used the web server timezone (typically UTC), which in some cases led to unexpected behavior.
Analytics
Customize the upload time for desktop capture files (April 23): The new customDesktopUploadTime tenant property allows administrators to specify a time for agents’ desktop captures to upload. This update is helpful for customers using Citrix in a CCaaS environment who want desktop captures to be uploaded without relying on agents to log out of their Citrix sessions.
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 30 (build 1178)
Behind-the-scenes tweaks and fixes.
April 24 (WFM v. 2404.22.5)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
867349 |
WFM |
Meetings |
The “Move non-overwritable activity” option was not working for users attempting to create a meeting when there was a non-overwritable activity overwritten by another meeting earlier in a shift. |
April 23 (build 1176)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
879274 |
QM |
Roles |
The Administer Workflow permission was allowing users to make changes on the Retention page. This fix moves all access to the Retention page to the Administer QM permission. |
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.