February

Product features and enhancements

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

QM and Call Recording

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

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 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.”

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.