November
Product features and enhancements
We added these new features and enhancements to Calabrio ONE in November 2024.
Platform/Suite-Wide
Version number removed from Login page (November 12): The Version number has been removed from the Login page and the bottom right of all other pages.
QM
Translated “Flag a contact” TIP onboarding tour (November 22): We have translated the “Flag a contact” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.
Revamped TIP onboarding tour: Flag a contact (November 20): We have completely updated the onboarding tour “Flag a contact” (formerly called “Tag or flag a contact”) to be more interactive, available to a wider audience, and less prone to breaking. You can launch this tour from the Interactions page.
Updated Interaction Summary Panel Label (November 19): We have updated the label for the Media Player Interaction Summary Panel and the Task Manager page from "Interaction Summary" to "AI Interaction Summary." This is a label change only, and all other capability and functionality remain unchanged.
Translated “Acknowledge or appeal an evaluation” TIP onboarding tour (November 19): We have translated the “Acknowledge or appeal an evaluation” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.
Revamped TIP onboarding tour: Acknowledge or appeal an evaluation (November 18): We have completely updated the onboarding tour “Acknowledge or appeal an evaluation” to be more findable and interactive. You can launch this tour from the Interactions page.
Translated “Take a tour of the media player” TIP onboarding tour (November 15): We have translated the “Take a tour of the media player” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.
Revamped TIP onboarding tour: Take a tour of the media player (November 14): We have updated the onboarding tour “Take a tour of the media player” to be more findable and to work with non-call contacts. You can launch this tour from the Interactions page.
Translated “Customize what you see on the Interactions page” TIP onboarding tour (November 13): We have translated the “Customize what you see on the Interactions page” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.
Re-authorization on the ACD Configuration page (November 12): Re-authorization for Webex Contact Center can now be possible from the ACD Configuration page itself. A new section has been added to the edit ACD Configuration page, which will be used to do the re-authentication.
Translated “View completed evaluations” TIP onboarding tour (November 11): We have translated the “View completed evaluations” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (of both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (of both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.
Revamped TIP onboarding tour: View completed evaluations (November 7): We have completely updated the onboarding tour “View completed evaluations” (formerly called “Check your quality evaluations”) to be more interactive and to apply to a wider audience of agents, team leaders, and evaluators. You can launch this tour from the Interactions page.
New course in the Learning Studio (November 5): A new comprehensive Call Recording (CR) course is available in the Learning Studio. This is designed to help administrators manage and optimize their call recording systems. This training covers the fundamentals of CR, from login and navigation to configuring global settings, retention policies, workflows, and user permissions. To learn more about what this pathway has to offer, visit the Calabrio Success Center.
Translated “Find contacts” TIP onboarding tour (November 1): We have translated the “Find contacts” onboarding tour into all the languages offered in QM: Chinese (Simplified and Traditional), Danish, Dutch, Finnish, French (both France and Canada), German, Italian, Japanese, Korean, Norwegian, Polish, Portuguese (both Portugal and Brazil), Spanish, and Swedish. Calabrio ONE uses the user’s browser setting to determine the language to serve to them. Users whose browser is set to a language not listed above still see the tour in English.
WFM
Better handling of Africa/Cairo Daylight Saving Time in Scheduling (November 5): We have made improvements to better support the scheduling on the day Africa/Cairo timezone goes into Daylight Saving Time in the spring.
Analytics
Transcription Search page retired (November 19): We have deprecated the Transcription Search page. To search for text in contacts, users can now use the Text Search filter on the Interactions page.
Resolved issues
This table lists the issues that we fixed in each release in November. The most recent release is first.
November 20 (WFM v. 2411.19.11)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
930057 |
WFM |
MyTime |
"Invalid time value" error occurred for one customer when trying to post a Shift for trade on trade board. |
November 19 (Build 1242)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
935872 |
QM |
External Storage |
Fixed AWS IAM policy preventing the assumption of roles used by External Storage Location AWS S3 Bucket using Role Assumption. |
November 12 (WFM v. 2411.8.8)
Behind-the-scenes tweaks and fixes.
November 12 (Build 1238)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
880052 |
QM |
Interactions |
Text Search was not working for generic text contacts that were imported via the Generic Text Import API. |
November 5 (WFM v. 2411.5.2)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
929522 |
WFM |
SSO |
Users stuck in login loop when clicking on WFM tab from Calabrio ONE when launching Calabrio ONE from Okta. |
|
929369 |
WFM |
General |
The CWFM to NWFM Transition tool displays incorrect talk time and ACW in the queue stats report. |
November 1 (WFM v. 2410.31.15)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
934349 |
WFM |
General |
The MyTime app was frequently redirecting users to the Login screen. |