October

Product features and enhancements

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

QM

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

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.

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 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.