July

Product features and enhancements

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

Platform/Suite-Wide

Support for Cisco Customer Journey Platform 2.0 (July 9): Calabrio ONE is now compatible with Cisco CJP 2.0. We have automatically migrated all customers who used the adapter for 1.0 to a new adapter for 2.0, allowing for uninterrupted service.

India realm (April 23): A new Calabrio region, in1.calabriocloud.com, is available.

QM

New permission to govern access to data servers (July 16): The new Administer Data Clients permission allows users to access the following pages: Data Server Status, Data Server Configuration, Data Server Logs, Desktop Monitoring, Downloads, and Administration > Global Settings. By default, we have automatically assigned this permission to existing roles that have the Administer Tenant permission. To give this permission to any role that you create after the July 16 release, you must manually add it to the role.

Optimized media storage processes (July 16): Our storage processes now better account for retention when calculating billing costs.

Support for new Avaya parameter names (July 9): Calabrio ONE now works with Avaya’s start-date(4d) and end-date(4d) CDR parameters for call reconciliation.

Search for text contacts in Interactions (July 2): On the Interactions page, you can now use the new “Has Text” option in the Contact Content filter to search for text contacts. This option joins the previous options in the Contact Content filter: Has Voice, Has Screen, Has Survey, and Has Transcription.

WFM

Organization Hierarchy is now on the web (July 12, v. 2407.11.18): As part of the work to move away from the Windows client, we have moved the Organization Hierarchy settings to the WFM Settings page. In addition to configuring the number of seats (which you could already do), you can now set each site’s opening hours and time zone, which in the near future will be applied to the opening hours: for example, when agents request overtime.

Agent quick start guide available in Spanish (July 12): The WFM quick start guide for agents is now available in Spanish.

Resolved issues

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

July 16 (build 1208)

Issue

Component

Subcomponent

Issue Description

886712

QM

Media Player

Contacts were continuing to play audio after they reached the end of the progress bar.

July 9 (build 1206)

Issue

Component

Subcomponent

Issue Description

887130

Platform

Localization Support

Calabrio ONE was not displaying correctly for users whose default device or browser language was Czech.

July 3 (WFM v. 2407.2.1)

Behind-the-scenes tweaks and fixes.

July 2 (build 1201)

Behind-the-scenes tweaks and fixes.