January

Product features and enhancements

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

Platform/Suite-Wide

Updated TIP of the Month library (January 23): Some recently retired TIPs of the Month are now available in our permanent library. Users’ ability to view these TIPs is based on their permissions in Calabrio ONE.

Twilio Flex integration enhancements (January 25): The Calabrio ONE integration with Twilio Flex has been updated to support Twilio Flex 2.0. The dual-channel, manual pause and resume, and automated pause and resume plug-ins have also been updated.

QM and Call Recording

More efficient Bulk Contact Import API (January 23): We have optimized the /api/upload/contacts API, resulting in faster contact imports.

Learning pathway: Admin QM | Getting Started (January 12): This series of video lessons from the Calabrio Learning Studio teaches administrators how to get the most out of Calabrio Quality Management in the shortest amount of time. Available in the Calabrio Success Center, this learning path provides an in-depth overview on configuring QM, managing QM data, creating an evaluation process, and building a strong quality program in your organization.

WFM

Improvements to partial shift trade (January 24, v. 2401.22.13): On the “Trade hours” page in MyTime, agents can now post and pick up hours that cross midnight and can adjust their traded hours manually with “Start time” and “End time” drop-downs. We have also improved the usability and performance of the drag-and-drop feature.

Improved handling of campaign percentages in the ForecastBySkill API (January 17, v. 2401.14.1): The CampaignTaskPercent, CampaignTaskTimePercent, and CampaignAfterTaskTimePercent fields in the POST_query_ForecastBySkill API now return 0 when the corresponding Tasks, AverageTaskTimeSeconds, and AverageAfterTaskTimeSeconds are 0.

Permission to govern changing users’ time zone in the People module (January 2, v. 2312.20.3): Users must now have the “People > Modify access and time zone” permission to change other users’ time zones via the client’s People module. We do not recommend changing agents’ time zones after they have been scheduled, so placing this action behind a permission gives WFM managers more control over who can make this change. This permission was previously called “Modify name and password.”

Analytics

Classic Phrase Manager page retired (January 23): The new Phrase Manager page has now fully replaced the classic Phrase Manager page. The new page is more efficient and offers AI-driven suggestions for new phrases.

Resolved issues

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

January 30 (build 1151)

Behind-the-scenes tweaks and fixes.

 

January 24 (WFM v. 2401.22.13)

Issue	Component	Subcomponent	Issue Description
201656	WFM	General	If an administrator changed users’ email addresses in Calabrio ONE, their login credentials were reverting to their earlier email addresses, preventing these users from logging in with their correct email addresses.
866900	WFM	MyTime	If an agent changed the absence type in a pending absence request, the request would be automatically denied.
867293	WFM	Schedules	Week numbering was incorrect for users who selected English (United States) as their language or date format.
869724	WFM	Windows Client	The “Scheduling session options” dialog was not opening for users who did not have the “API access - Read schedule” permission.

January 23 (build 1150)

Behind-the-scenes tweaks and fixes.

January 17 (WFM v. 2401.14.1)

Issue	Component	Subcomponent	Issue Description
202789	WFM	MyTime	Agents needed to log in to the MyTime app more often than expected.

January 16 (build 1149)

Behind-the-scenes tweaks and fixes.

January 11 (WFM v. 2401.8.4)

Issue	Component	Subcomponent	Issue Description
193692	WFM	Meetings	If a user moved one instance of a recurring meeting to a different time on the same day, non-overwritable activities were not moving.

January 9 (build 1148)

Issue	Component	Subcomponent	Issue Description
202676	Data Explorer	Reports	Customers with WFM were seeing the error message, “This question uses items unavailable in the current context” when attempting to run custom reports in Data Explorer.

January 2 (WFM v. 2312.20.3)

Issue	Component	Subcomponent	Issue Description
866691	WFM	General	If Dynamic Scheduling was activated, the Extra, Shifts, and Advanced tabs were missing from the “Scheduling session options” window.