August

Product features and enhancements

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

Platform/Suite-Wide

Spanish documentation (August 28): The “Log in to Calabrio ONE” help page is now available in Spanish.

Removed SCCM installations for Smart Desktop (August 20): We have removed the option to download the .msi file and install Smart Desktop with System Center Configuration Manager (SCCM) from the Downloads page. We encourage customers to use the Smart Desktop installer link, which is still available.

Automatic user creation disabled by default (August 6): The Enable Automatic User Creation check box on the Global Settings page is now cleared by default for new tenants. This update does not affect existing tenants.

QM

Search for text-message contacts on the Interactions page (August 20): The Contact Type filter now has a new option, SMS, which lets you search for contacts that took place via mobile text.

Digital chat channels for Cisco Webex Contact Center (August 6): Calabrio ONE now supports digital chat channels for Cisco Webex Contact Center integrations. With digital channel support, Calabrio ONE ingests chat transcripts from Webex Contact Center and displays them on the Interactions page.

Digital chat channels for Twilio Flex (August 6): Calabrio ONE now supports digital chat channels for Twilio Flex integrations. With digital channel support, Calabrio ONE ingests chat transcripts from Twilio Flex and displays them on the Interactions page.

WFM

Spanish documentation (August 28): Spanish versions of the following help pages are now available: Log in to Calabrio Teleopti WFM, Download and set up the MyTime app, Share your schedule, View detailed schedules (Schedules tool), Select on what level to view schedules, Manage WFM user information.

Prevent agents from submitting full-day absence requests (August 13, v. 2408.11.6): On the WFM Settings > Absence Request Settings page, schedulers can now hide the Full-Day Absence Request check box from agents who are submitting absence requests in MyTime.

Resolved issues

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

August 30 (WFM v. 2408.29.19)

Issue	Component	Subcomponent	Issue Description
898859	WFM	Meetings	If a scheduler used the “Edit this and future” option to update meetings in a recurring series that was created in a time zone other than the scheduler’s time zone, the last meeting in the series would not get the update.
913971	WFM	MyTime	Notifications were displaying as black text on a dark blue background, making them difficult to read.

August 27 (build 1215)

Issue	Component	Subcomponent	Issue Description
893972	Analytics	Text Analytics Tasks	The Processed column on the Task Manager page was displaying 200 for ad-hoc tasks even when more than 200 contacts had been processed.
898608	QM	Reconciliation	(Cisco UCCE integrations) If an agent conferenced a call to an outside number, the call would not reconcile properly.

August 26 (WFM v. 2408.25.1)

Issue	Component	Subcomponent	Issue Description
888130	WFM	API	If an agent had two part-day absences that covered their entire shift, the ScheduleAbsenceByPersonIds API was indicating that the agent had one full-day absence.

August 21 (WFM v. 2408.20.8)

Issue	Component	Subcomponent	Issue Description
885311	WFM	Meetings	After the Daylight Saving Time switch, meetings that were created in the Cairo time zone were displaying as one hour later on the Schedules page.

August 20 (build 1214)

Behind-the-scenes tweaks and fixes.

August 13 (build 1212, WFM v. 2408.11.6)

Issue	Component	Subcomponent	Issue Description
890959 / 896824	Analytics	Dashboards	Transcription dashboards were not showing “0” for days when no calls were transcribed.
892466	QM	Evaluations	If the View Evaluator Details permission was removed from agents’ roles, they were seeing “##### in 976 years” as the date and time stamp on evaluation comments.
888129	WFM	General	In some cases, users were seeing the error message, “Something went wrong. Please try again later.” when attempting to reset their password.
891541	WFM	MyTime	Agents whose date format was set to es-MX were seeing the error message, “Invalid time value ‘Period’” when attempting to submit absence requests.

August 6 (build 1211)

Issue	Component	Subcomponent	Issue Description
885054	Analytics	Task Manager	Ad-hoc transcription tasks were not working for one customer.
893975	Analytics	Transcription	Calls with Pause events were not being transcribed.
884339	QM	Interactions	Email and Text contacts were occasionally displaying extra white space between paragraphs, including intermittently starting a new line whenever a phrase hit occurred.

August 5 (WFM v. 2408.3.2)

Issue	Component	Subcomponent	Issue Description
905318	WFM	Windows Client	If a scheduler attempted to view a skill that had automated forecasts turned on for dates that included days with no workload intraday pattern applied, the Schedules module would not open.