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

Re-authorization on the ACD (October 15): Re-auth for webex CC can now be possible from the ACD config page itself. A new section has been added to the edit ACD config page, which will be used to do the re-authentication.

Comments for Chat Evaluations by chat body (October 15): You can now assign eval 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

Improved Notifications for Shift Bidding Process (October 14, v. 2410.13.1): A new flash pop-up notification appears on the top right corner in MyTime application (Web & Mobile). This is introduced for the active users to look at the notifications as per their availability and need. The Bell icon also shows a count of new notifications from the last time the user clicked open the notifications. The notifications inside the bell icon can be clicked to expand the contents, which also marks the specific notification as read. In-app features such as flash pop-ups and bell icons as notification centers are available for MyTime Mobile App. If a user reads a notification in the Mobile App, it automatically gets marked as read in the Web App and vice versa. The beta use case for this update is the "Shift Bidding Closing in 24 Hours" notification, which targets agents who have not yet placed their bids, with timing adjusted for their respective time zones. (912741)

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): Users with access to edit agent schedules can now add overtime for an agent who has been on PTO, regardless of the shift assigned to them. Admin users can identify the absence window and add overtime on top of it. For an agent, if there's an underlying shift on which PTO is approved and then overtime is added excluding the shift hours, the admin users will identify the PTO and overtime separately. For an agent, if there's no underlying shift assigned with PTO being approved and the overtime hours are assigned within the duration in which the PTO is being approved, then Calabrio ONE will convert the full-day absence into a partial-day absence and will add an explanation in the Notes section.

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 sysadmin, 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 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.