June

Product features and enhancements

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

QM

Live Screen Monitoring license (June 25): This new slimmed-down QM license offers customers the ability to monitor agents’ screens in real time, even when agents are not handling contacts, without the other QM features.

Learning pathway: Leveraging Interaction Summary (June 25): This series of video lessons from the Calabrio Learning Studio teaches contact center managers, evaluators, and agents how to harness the power of Interaction Summary, an automated tool that recaps customer interactions. This pathway combines strategic concepts with hands-on application, ensuring participants fully understand Interaction Summary and its potential. Available in the Calabrio Success Center, this learning path equips participants to get the most out of Interaction Summary, leading to improved data accuracy, decreased agent stress, enhanced KPIs, and ultimately, a superior customer experience.

WFM

Add multiple full-day absences in one call with the AddFullDayAbsence API (June 18, v. 2406.17.2): You can now add full-day absences for a date range with the AddFullDayAbsence API. To add absences for one day at a time, you can still use the Date parameter.

Updated PartTimePercentage / AllPartTimePercentages API (June 18, v. 2406.17.2): The responses for the PartTimePercentage / AllPartTimePercentages API now include values for part-time percentages. The API response previously included the part-time percentage names only, not the values.

Ready-time adherence reports show ready time on gaps in schedule (June 18, v. 2406.17.2): The Ready-Time Adherence Per Agent and Ready-Time Adherence Per Day reports now include ready time that occurs between shift segments, such as when an agent has a split shift. Previously these reports included only ready time before or after the shift.

Prevent errors when editing a meeting series (June 18, v. 2406.17.2): We have disabled the “Edit this and following” option for meetings occurrences that deviate from the meeting series.

Stabilized process for editing recurring meetings with the “This and following” option (June 18, v. 2406.17.2): We have improved how recurring meetings are handled. This update makes the functionality more robust.

Search for multiple people at once (June 7, v. 2406.4.10): On the People page, you can now search for more than one person at a time based on various parameters such as employment numbers, names, phone numbers, and more. Separate each search term with a space.

Analytics

Desktop Analytics license (June 11): This new slimmed-down Analytics license offers customers the ability to monitor agents’ desktop activity and application usage, even when agents are not handling contacts, without the other Analytics features.

Phrase Optimizer engine updated (June 4): We have updated Phrase Optimizer to the latest version of the generative AI engine it uses.

Resolved issues

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

June 25 (build 1200, WFM v. 2406.24.19)

Issue	Component	Subcomponent	Issue Description
886664	QM	Workflows	If a contact met the criteria for a workflow that contained two “delete” actions, the workflow rule was changing to “keep.”
878046	WFM	Requests	If an agent was assigned a skill that had a midnight break anything other than 00:00, their absence requests were being denied with the message, “Request was denied because all your skills are closed for the requested period.”

June 20 (build 1198)

Issue	Component	Subcomponent	Issue Description
886360	QM	Bulk Contact Import API	Customers attempting to use a custom application to import contacts via Calabrio’s Bulk Contact Import API were getting 500 internal server errors.
886176	QM	Interactions	For root calls, the play button was disabled.

June 19 (WFM v. 2406.18.1)

Issue	Component	Subcomponent	Issue Description
884694	WFM	Requests	Agents’ time-off requests were being placed on a waitlist even though there was budget to approve one person’s absence.
879766	WFM	Schedules	If an agent scheduled a full-day absence over an approved part-day absence, the hours in their personal account were not updating correctly.
887528	WFM	Staffing	The Import Staffing function on the BPO Exchange page was not working.

June 18 (WFM v. 2406.17.2)

Issue	Component	Subcomponent	Issue Description
880585	WFM	Meetings	If a user added or removed participants from a meeting that included users who had left the organization, the meeting became uneditable.
887502	WFM	Requests	Users could not adjust the width of the columns on the Requests page.
877326	WFM	Shift Bidding	If a user’s device time zone setting was negative UTC, the Shift Bidding page would display shift bids as one day later than the date intended.

June 11 (build 1196)

Behind-the-scenes tweaks and fixes.

June 4 (build 1192)

Behind-the-scenes tweaks and fixes.