February

Product features and enhancements

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

QM and Call Recording

Set multi-leg-call direction to be static or dynamic (February 27): For some complex call scenarios, you can now configure Calabrio ONE to either set a static direction (inbound or outbound) to calls based on the original call direction or to allow the direction of call to update based on events that occur during the call.

Changes to column sorting for Recordings (February 20): To improve performance on the Recordings page, Calabrio ONE now clears any column sorting when you click the Apply button to run a new search. When you run a new search, the search results are now sorted by the Date column, with the most recent contacts at the top.

WFM

Agents get denied part-day absences if they are not allowed for the open period or globally in the organization (February 26, v. 2402.24.2): You can now configure that agent part-day absence requests be automatically denied when the agent is not scheduled.

Time zone management for absence requests (February 26, v. 2402.24.2): A new setting in Workflow Control Sets allows you to set open start and end times based in UTC for future absence periods. This change increases fairness for organizations that manage agents' absences across multiple time zones. This new feature affects any period that has already been created but is not yet open. It does not affect absence periods that are already opened. You do not need to do anything with existing workflow control sets for this feature to take effect.

Only open hours visible in the Trade Hours tab (February 20, v. 2402.20.2): In the Trade Hours tab, agents now do not see hours that fall outside their site’s open hours, if those are set. This update provides consistency with similar functionality elsewhere in Calabrio ONE and gives resource planners control over the periods groups of agents can work.

Query for all workloads per skill ID (February 20, v. 2402.20.2): The API call WorkLoadsBySkillIds now returns the workload ID for one or several skills.

API to update forecast per workload (February 20, v. 2402.20.2): You can now update the forecast for a specific workload with the API call SetForecastDaily, by entering the optional field Workload ID. You can fetch workload IDs with the API call WorkLoadsBySkillIds.

Better message for shifts that cannot be traded (February 14, v. 2402.12.6): Agents using the Trade hours tab now get a clearer message if the hours they are trying to trade cannot be picked up because the other agent has a meeting or overtime that is blocking the trade.

Improved historical data collection for Twilio Flex integration (February 5): You can now configure the Twilio Flex historical data collection for WFM to fetch not only intraday data, with a 15- or 30-minute cadence, but also a recap of the previous 1-2 days at one time, preferably as a nightly process. This is very useful for digital asynchronous channels, such as email or asynchronous messaging, where the handling time is much longer than the regular intraday cadence.

Same-day partial shift trades when activity has started (February 1, v. 2401.30.6): Agents who have same-day trade enabled in their workflow control set can now use Trade Hours to post hours for others to pick up after the schedule activity has started.

Resolved issues

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

February 27 (build 1160)

Issue	Component	Subcomponent	Issue Description
872856	QM	Media Player	(Amazon Connect integrations) The Audio panel was displaying Silence markers when people were talking on calls.
874866	QM	Recordings	(Cisco integrations) Incorrect metadata was attaching to some outbound and internal calls.

February 26 (WFM v. 2402.24.2)

Issue	Component	Subcomponent	Issue Description
869080	WFM	General	Agents who had a leaving date that was then changed to a later date were not seeing the WFM link in the top menu.
869255	WFM	API	Users attempting to upload schedules in bulk via API were seeing multiple 500 status errors.

February 20 (build 1157)

Issue	Component	Subcomponent	Issue Description
872411	Data Explorer	Reports	Location data from WFM was not appearing in Data Explorer reports.
192159	QM	Recordings	Users who were evaluating contacts as part of a calibration exercise could not change their responses or edit comments.
870766	QM	Recordings	(Cisco UCCE integrations) Some metadata for inbound calls was not appearing in Calabrio ONE.
870880	QM	Recordings	Some screen recordings were delayed in uploading to Calabrio ONE.

February 13 (build 1153) / February 15 (build 1156)

Issue	Component	Subcomponent	Issue Description
192853	QM	Data Server Logs	(Cisco Unified CCX integrations) The SIPREC Data Server log files were showing the ACD password in plain text. NOTE Customers must update their Data Servers to get this fix.
201579	QM	Evaluation Form Manager	Users attempting to import an evaluation form that contained more that sixteen questions were seeing the error message, “Error Uploading File: Could not upload filename.csv.”
872791	QM	Smart Desktop Capture Browser Extension	Firefox users were seeing the message, “Calabrio Browser Extension could not be verified for use in Firefox and has been disabled.”

Issue

Component

Subcomponent

Issue Description

192853

Data Server Logs

(Cisco Unified CCX integrations) The SIPREC Data Server log files were showing the ACD password in plain text.

NOTE Customers must update their Data Servers to get this fix.

201579

Evaluation Form Manager

Users attempting to import an evaluation form that contained more that sixteen questions were seeing the error message, “Error Uploading File: Could not upload filename.csv.”

872791

Smart Desktop Capture Browser Extension

Firefox users were seeing the message, “Calabrio Browser Extension could not be verified for use in Firefox and has been disabled.”

February 7 (WFM v. 2402.6.16)

Issue	Component	Subcomponent	Issue Description
867298	WFM	RTA	If an agent was terminated retroactively after having a schedule generated for dates after the termination date, the Agent Adherence Report was showing the agent as out of adherence.
199621	WFM	Schedules	Users attempting to use the Edit Activity feature to move or edit activities scheduled for the date of Daylight Saving Time change were seeing the error message, “No changes have been made for selected agents.”

February 6 (build 1152)

Issue	Component	Subcomponent	Issue Description
186797	Analytics	Phrase Manager	Users could not delete phrase categories that contained no phrases.
869407 / 199822	Analytics	Task Manager	If a user attempted to create or view an Analytics task using a custom metadata field, the Task Manager page would go blank.
199604	QM	Data Server	New web data servers were not accepting API requests and returning the error message, “HTTP Status 404 – Not Found ... The origin server did not find a current representation for the target resource or is not willing to disclose that one exists.”
866977	QM	Device Association	(Cisco UCM integrations) If a customer had multiple Cisco UCM servers configured as AXL providers and the first device data collector failed, queries to the other AXL providers would fail, resulting in phones not appearing on the Device Associations page. NOTE Customers must update their data servers to receive this fix.
192817	QM	Recordings	If a user saved a filter set that used a metadata field and that metadata field was later deleted via the Metadata Manager page, the Recordings page would not load for the user.