October
Product features and enhancements
We added these new features and enhancements to Calabrio ONE in October 2024.
Platform/Suite-Wide
French documentation (October 14): The “Log in to Calabrio ONE” help page is now available in French.
QM
Revamped TIP onboarding tour: Find contacts (October 31): We have completely updated our most popular onboarding tour, “Find contacts” (formerly called “Search for contacts using filters”), to make it shorter and more straightforward. You can launch this tour from the Interactions page.
Re-authorization on the ACD Configuration page (October 15): 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.
Comments for Chat Evaluations by chat body (October 15): You can now assign evaluation comments to a specific bubble in a chat contact, much like you can choose a location in the recording for voice contacts.
New Text Search filter for interactions (October 8): You can now search for text in contacts in the Interactions page. The text can come from transcriptions or from the body of the chat or email context. With this update we have also added a Text Preview column and an Interaction Preview column on the Interactions page.
Add version 15 to Cisco CUCM support versions on UI (October 1): Version 15 for Cisco CUCM on the Telephony Groups page has been added.
WFM
French documentation (October 14): French versions of the following help pages are now available: Log in to Calabrio Teleopti WFM, Download and set up the MyTime app, Share your schedule, View detailed schedules (Schedules tool), Select on what level to view schedules, Manage WFM user information.
Add overtime on full-day absences from the Schedules page (October 9, v. 2410.8.3): Overtime can now be either manually added or requested by agents before or after a full day absence. Overtime requested on top of the agent absence will still be coded with the absence code.
Schedule shifts underneath full-day absences (October 9, v. 2410.8.3): You can now schedule shifts below full-day absences. This is useful for customers wanting a shift to fall back to if the absence is canceled or removed. This option appears in the client Scheduling module under the Advanced tab.
Analytics
New AnalyticsLite license type added (October 15): With the addition of AnalyticsLite license type to the database, a sysadmin will be able to see/assign that license to any tenants (new or existing). In system administrator, any tenants that have a valid license assigned, they can view the new license type on the Roles page.
Insights
New document: Data Explorer and Insights Terminology Guide (October 3): A dictionary that translates terms from Data Explorer to their nearest equivalent in Insights and vice versa is now available on the help portal.
Resolved issues
This table lists the issues that we fixed in each release in October. The most recent release is first.
October 30 (WFM v. 2410.30.1)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
928899 |
WFM |
Shift Bidding |
Max number of agents limit blocking filtering of agents in Shift bidding. |
|
911149 |
WFM |
API |
API /query/Worktime/worktimebypersonid does not give response for users who are terminated, also prior to termination date. |
October 29 (WFM v. 2410.25.16)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
914520 |
WFM |
Requests |
Agents are able to approve shift trade requests after the shifts have already started. |
October 29 (Build 1235)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
918617 |
QM |
AWS |
Fixed configuring External Storage with Amazon S3 (Immediate Access) that uses AWS IAM role assumption. |
|
917680 |
QM |
Metadata |
Deletion of Metadata Fields with 5,000 or more corresponding MetaData and/or RecordingApiCommand entries will be deleted asynchronously. In this case, the Metadata Field will still be viewable from the Metadata Manager page unti asynchronousprocess is completed, but will have isExportable and isReadOnly set to true. |
|
929471 |
QM |
Permissions |
CaptureContacts should have the same licenses as RecordVoice. |
|
929205 |
QM |
Data Server |
One customer was erroneously seeing a software vulnerability. |
|
931918 |
QM |
Views |
The Views page was not working for one customer. |
October 23 (WFM v. 2410.22.20)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
904957 |
WFM |
MyTime |
Unable to see OT Probability past midnight when site hours are turned on. |
October 22 (WFM v. 2410.19.2)
| Issue | Component | Subcomponent | Issue Description |
|---|---|---|---|
|
918734 |
WFM |
Windows Client |
Incorrect schedule warning when scheduling over DST, that agent has changed time zone. |
|
885402 |
WFM |
Meetings |
If the deviation belongs to the change that was done with this and future, and if you edit deviation with "entire series" option, deviation will get updated. |
|
885755 |
WFM |
Meetings |
When user changed the team of the participant after scheduling meeting, on edit participants shows up as duplicates in the recurring meetings. |
|
886273 |
WFM |
Meetings |
When user edit deviation with entire series option, it is showing 2 audit trails (add meetings, remove meetings) in schedule history. |
|
200173 |
WFM |
Meetings |
Error when user edits recurring meeting with same start and end date. |
|
188785 |
WFM |
Meetings |
Meeting occurrence is sometimes incorrectly removed when editing a recurring meeting. |
|
188821 |
WFM |
Meetings |
Meeting series turns out wrong when updating the full series if one (or more) occurrence is edited. |
October 22 (Build 1234)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
929745 |
QM |
Permissions |
Record Voice and Record Screen now depend on Capture Contacts permission. |
|
930409 |
QM |
Transcription |
Text Search can now prevent the search of transcription if user does not have permission. |
|
887799 |
QM |
Screen Recordings |
Screen recordings are being combined between agents. |
|
928845 |
QM |
Messaging |
Offer Requests after pressing the 'Analyze' button (Cloud) error is now resolved. |
October 16 (WFM v. 2410.13.1)
| Issue | Component | Subcomponent | Issue Description |
|---|---|---|---|
|
917604 |
WFM |
Windows Client |
Some non-super admin roles cannot modify certain fields when a person's period date is future-dated. |
October 15 (Build 1233)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
910333 |
QM |
Workflow |
Retention policies were being overwritten if a contact was imported again (a duplicate). |
October 9 (WFM v. 2410.8.3)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
893101 |
WFM |
MyTime |
In some cases, agents could not see their own schedules or drop hours in the Trade Hours view. |
|
916800 |
WFM |
Notification |
MyTime notifications were not appearing in the mobile app. |
October 8 (Build 1232)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
915750 |
QM/Analytics |
Transcription |
Transcriptions were missing for one customer. |
October 1 (Build 1231)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
900329 |
Analytics |
Transcription |
Adhoc transcriptions were missing for one customer |
|
903766, 910825 |
Analytics |
Transcription |
Missing transcription across partners realm. |