March

Product features and enhancements

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

QM

Interaction Summary (March 26): Interaction Summary creates a short overview of each call that is based on the call transcript. The summary appears in the Media Player above the Transcription panel. Interaction Summary saves agents the time and effort they would otherwise spend manually documenting each call. It is available as an optional add-on.

Recordings page renamed to Interactions (March 26): To better reflect the variety of contact types we support, we are changing the title of the Recordings page to Interactions. Nothing else about the page is changing, and the URL will remain the same. You will search for, play, and evaluate contacts the same as you do now.

“Recordings” changed to “Interactions” in legacy reports (March 26): The “Recording Access By User” and “Recording Access By Contact” reports are now called “Interaction Access By User” and “Interaction Access By Contact,” respectively.

WFM

Permission rules for modifying time zones in the People module (March 19, v. 2403.18.19): You must now have the “People / Modify time zone” permission to change users’ time zones in the client’s People module. We do not recommend changing time zones for agents who have already been scheduled, and this permission gives WFM managers better control over who can make this change.

Resolved issues

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

March 26 (WFM v. 2403.25.18)

Issue	Component	Subcomponent	Issue Description
876256	WFM	Analytics	After ETL ran, the dim_person Employment_start_date and Employment_end_date were displaying the person period dates.

March 25 (build 1164)

Issue	Component	Subcomponent	Issue Description
162321	QM	Evaluation Email Alerts	If agents were not logged in to Calabrio ONE, emails that notified them of completed evaluations contained links to the incorrect login page. This update removes this link from these emails.

March 19 (build 1163, WFM v. 2403.18.19)

Behind-the-scenes tweaks and fixes.

March 12 (build 1162)

Behind-the-scenes tweaks and fixes.

March 6 (WFM v. 2403.5.1)

Behind-the-scenes tweaks and fixes.

March 5 (build 1161)

Issue	Component	Subcomponent	Issue Description
871370	QM	Recordings	Screen recording failed to upload intermittently when using the "Segment" command.