May

Product features and enhancements

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

QM

Reorganized Retention page (May 28): We have moved the Archive retention period to the top of the Settings section and added descriptions to each retention period.

Silence and talkover events for Amazon Connect and RingCentral integrations now generally available (May 21): All customers who integrate Calabrio ONE with Amazon Connect or RingCentral can now view instances of silence and talkover for a contact in the Audio panel in the Media Player. Administrators can configure the thresholds for how much silence and talkover qualify as events on the QM Global Settings page.

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 per agent when importing new employees (May 29, v. 2405.28.13): You can now specify different “Work week starts on” settings for multiple agents in the Excel import.

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 roles that 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 role that you create after the May 14 release, you must manually add it to the role.

Resolved issues

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

May 29 (WFM v. 2405.28.13)

Issue	Component	Subcomponent	Issue Description
882857	WFM	MyTime	Agents who worked overnight shifts on the last day of the week were seeing the error message, “The posted hours overlap with previously posted hours” when attempting to post hours that crossed midnight for partial shift trades.

May 28 (build 1186)

Issue	Component	Subcomponent	Issue Description
881448	Platform	Application Management	The Analytics Configuration link was appearing on the Application Management page for users who did not have the permissions to access the page.
883756	QM	Media Import	Users who were importing calls in bulk via a data server were occasionally seeing their CSV import files rejected with the error message, “wav is not of type WAV.”

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.”