December

Product features and enhancements

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

Platform/Suite-Wide

New TIP icon (December 18): We have changed the TIP icon in the lower-right corner of all Calabrio ONE pages from a red lightbulb to a blue star. Everything else about TIP remains the same.

SFTP Server removed from External Storage page (December 17): To align with supported storage options, we have removed the SFTP storage option from the External Storage page. All configurations using SFTP Servers for external storage, including QM archive settings and bulk contact export data, have been removed. Execution data relying on SFTP server storage locations has also been removed.

Version number restored to the Login Page (December 10): The version number is back on the Login page. Nothing will be displayed in the bottom right after logging in.

QM

Feature flag enabled for Social Contacts Channel (December 10): Channel field is now available on the Interactions page and channel classifier on Contact Goal Administration page.

Translated “Monitor agents’ focus and activity” TIP onboarding tour (December 10): We have translated the “Monitor agents’ focus and activity” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.

Translated “Evaluate a contact” TIP onboarding tour (December 9): We have translated the “Evaluate a contact” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.

Revamped TIP onboarding tour: Evaluate a contact (December 5): We have completely updated the onboarding tour “Evaluate a contact” to be more interactive and available to a wider audience. You can launch this tour from the Interactions page.

Translated “Play a contact assigned to you” TIP onboarding tour (December 4): We have translated the “Play a contact assigned to you” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.

External ID for external storage role assumption (December 3): Customers who use Amazon S3 external storage can now generate new external IDs with the new Use AWS IAM Role Assumption check box on the External Storage page. Once a new external ID is generated, the old ID is no longer used, and the customer must configure the AWS role’s trust policy to use the new ID.

Translated “Assign a contact for others to review” TIP onboarding tour (December 2): We have translated the “Assign a contact for others to review” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.

WFM

Absence Request based on time for rolling periods (December 17, v. 2412.11.15): When processing rolling Absences Requests, can now consider the Workflow Control Set's UTC time instead of the agent's time zone. This is valuable for agents who are located in different time zones but still work in the same planning group. Let's say the customer has two agent groups: one working in UTC+8 and another in UTC-6. Previously, the first group could always request the last day in the rolling period before the second group. This occurred because the reference point was the agent's time zone—in this case, midnight UTC+8 for the first group. By configuring a single time reference in UTC, all incoming absence requests will roll based on that time, ensuring a fairer request approval process.

Resolved issues

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

December 17 (WFM v. 2412.16.18)

Issue	Component	Subcomponent	Issue Description
935169	WFM	Meetings	An analyst was unable to move an instance of a recurring series to an earlier date.

December 17 (Build 1252)

Behind-the-scenes tweaks and fixes.

December 13 (WFM v. 2412.11.15)

Issue	Component	Subcomponent	Issue Description
936644	WFM	Schedules	Unable to view agents in the week view of web schedules in some cases.
938498	WFM	Schedules	Schedules module>Day View>Prior selected absence type is no longer showing when selecting another agent to update.
929829	WFM	MyTime	For some UTC+ time zones, an Absence remains in the schedule even after canceling it. This issue occurs when the absence is canceled on the same day it is scheduled for.
938037	WFM	Schedules	Confidential absences showing in the schedules drop-down.

December 10 (Build 1248)

Issue	Component	Subcomponent	Issue Description
934093	QM	Screen Recordings	(Cisco CJP Integrations) For an agent, screen recordings were missing intermittently because the shutdown was canceled after the Record Server tried to restart the Record Process before the shutdown was fully done or canceled.

December 3 (Build 1244)

Issue	Component	Subcomponent	Issue Description
935420	Analytics	Transcription	For one customer, transcriptions that were created before October 30 were not available, and ad-hoc tasks created to recapture the transcripts were stuck in the Started state.
910045	QM	Screen Recordings	If an agent’s computer went to sleep as the agent logged out, the agent’s screen recordings were stuck in the Pending state.