May

Product features and enhancements

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

QM

Reorganized Workflow Administration page (May 21): We have placed all the Keep actions together along with the Recycle Immediately action at the top of the Actions section to make it easier to find the action you’re looking for.

Create workflows based on contact type (May 14): Contact Type is now a condition on the Workflow Administration page, allowing you to create automated actions for different types of contacts. The current contact-type options you can select are Call and Screen Only, with more options to come.

New permission to let users with QM Views play their own calls (May 14): The new permission “Include Self Scope in QM Views” allows people whose access to Calabrio ONE is governed by QM Views to see and play calls that they handled. By default, this permission is disabled.

WFM

Define the workweek start when importing new employees (May 21, v. 2405.20.15): On the People > Import New Employees page, you can now change the “Work week starts on” setting to any day of the week as a bulk action.

Analytics

Smarter task creation (May 21): On the Task Manager > Create Task page, the Type drop-down list now shows only the types of tasks that you have permission to create.

New permission to administer predictive analytics (May 14): The new permission “Administer Predictive Analytics” allows users to create and manage Predictive Evaluation Score and Predictive Net Promoter Score tasks on the Analytics Task Manager page. By default, we have automatically given this permission to existing users who have at least one of the following permissions: Administer Desktop Analytics, Administer Speech to Text Analytics, or Administer Text Analytics. To give this permission to any users after the May 14 release, you must manually add it to their role.

Resolved issues

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

May 21 (build 1185)

Behind-the-scenes tweaks and fixes.

May 15 (WFM v. 2405.15.2)

Issue

Component

Subcomponent

Issue Description

203196

WFM

MyTime

In some cases, Calabrio ONE was not displaying an error message if agents submitted an absence request without selecting an absence type.

868877

WFM

Requests

If an agent submitted an absence request for a date when they already had an absence on the schedule, the request was approved, and then the agent attempted to cancel one of these absences, they would get an error message.

May 14 (build 1180)

Issue

Component

Subcomponent

Issue Description

880984

QM

Workflows

If workflow processing of some rules was interrupted, calls being processed were being handled by the next rule and getting the wrong retention applied.

May 10 (WFM v. 2405.7.15)

Behind-the-scenes tweaks and fixes.

May 7 (build 1179)

Issue

Component

Subcomponent

Issue Description

877734

Data Explorer

Reports

The Employee ID field was not displaying data.

May 2 (WFM v. 2404.30.2)

Issue

Component

Subcomponent

Issue Description

881543

WFM

Meetings

If an agent who was a participant in a recurring meeting changed time zones and a user attempted to edit one instance of the meeting, the changes would not save in some cases, and the user would see the error message, “Something went wrong.”