September

Product features and enhancements

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

Platform/Suite-Wide

Add-Ons deprecated (September 20): With this release, only customers who are currently using an Innovation Center add-on app can access Add-Ons in the top menu.

Data Server upgrades (September 17): The Calabrio ONE Data Server now includes Libcurl version 8.9.1 and wolfSSL version 5.7.2.

NOTE   You must update the Data Server to receive this enhancement.

QM

Agent quick start guide available in French (September 30): The QM quick start guide for agents is now available in French.

New Capture Contacts permission for agents (September 24): As part of our ongoing emphasis on onmichannel contacts, the new Capture Contacts permission allows agents’ contacts to be imported into Calabrio ONE without adding a recording component. Previously, the ability to capture contacts was included in the Record Voice permission. By default, we have automatically given this permission to existing roles that have the Record Voice permission. To give this permission to any role that you create after the September 24 release, you must manually add it to the role.

Improved summaries for associated contacts (September 17): The information that appears when you hover over an associated contact icon in the Media Player now lists the interaction type for the contact, plus information on external parties for chat contacts. For non-call contacts, we have also removed some fields that are relevant only to calls to ensure that these summaries contain only relevant information.

Smarter reconciliation for gateway recording (September 17): For organizations that use gateway recording, Calabrio ONE now attempts to reconcile only contacts handled by agents who are associated with devices configured for events or reconciliation. The reconciliation process is not necessary for agents who are associated with other recording types and would occasionally result in duplicate contacts being created.

UI elements renamed (September 10): As part of our ongoing emphasis on omnichannel contacts, we have renamed some parts of our interface to better fit all kinds of contacts, not just voice contacts. The table below lists these changes.

Old name	Appears on these pages in Calabrio ONE	New name
End of Call workflow rule	Interactions, Workflow Administration	End of Interaction
Recording Reason, Reason Code	Interactions, Workflow Administration, Retention, Contact Goal Administration	Reason
Associated Call ID	Interactions	Associated Contact ID

Archive Configuration page deprecated (September 10): With this release, only customers who are currently using the Archive feature can access the Archive Configuration page. We encourage customers to use the Bulk Contact Export feature if they need to keep contacts beyond their retention period.

Search chat and SMS contacts by the external party (September 3): With the new External Party filter on the Interactions page, you can now search for contacts by the identifier used by the person the agent interacted with. This identifier is usually an email address or phone number, but this varies based on the chat or messaging tool your organization uses.

Assign retention periods to non-call contacts (September 3): On the QM Global Settings page, you can now configure how long non-call contacts should be retained. By default, this period is 24 months. Non-call contacts have no media associated with them and are typically created manually by clicking “Create Contact” on the Interactions page.

NOTE   At a future date, Calabrio ONE will automatically delete non-call contacts that are older than this retention time. To prevent losing these older non-call contacts, adjust the retention time setting on the QM Global Settings page.

WFM

Trade Hours - New setting to block posting of lunch if requirements are not met (September 25, v. 2409.24.4): A new setting for trade hours will not let agents post their lunch hours if the full posted hours do not fulfill requirements. These requirements are based on the agent's Workflow Control Set setting of Maximum worktime without lunch. This new functionality gives resource planners more control over what hours are traded so that agents picking up hours do not get unearned lunch activity in their schedule.

Set duration for Snooze (September 10, v. 2409.9.14): On the Adherence page, you can now configure how long to snooze an agent who is in alarm. You can set the snooze duration in increments of fifteen minutes, up to 23 hours and 45 minutes. The default snooze duration is still four hours.

Insights

New help page: Give users access to Insights (September 16): The help portal now contains step-by-step instructions for administrators to allow people at their organizations to use Insights.

Insights dataset dictionary (September 11): The help portal now contains a dictionary with definitions of all the datasets and data fields available in Insights.

Resolved issues

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

September 30 (WFM v. 2409.29.1)

Behind-the-scenes tweaks and fixes.

September 25 (WFM v. 2409.24.4)

Behind-the-scenes tweaks and fixes.

September 24 (build 1229, WFM v. 2409.19.12)

Issue	Component	Subcomponent	Issue Description
915708	QM	Custom Metadata	(Avaya CMS integrations) Custom metadata fields on calls that were conferenced or transferred to another number were being overwritten.
901584	QM	Media Player	Contacts were continuing to play audio after they reached the end of the progress bar.
907413	QM	Media Player	If a user clicked the Compact View icon to minimize the Media Player, the Interactions page was not displaying properly.
916122	WFM	Requests	If the list of sites in the Site Open Hours window exceeded the height of the window, the list was not displaying properly.
916773	WFM	Windows Client	The optimization process was overriding locked days.

September 17 (build 1226, WFM v. 2409.16.15)

Issue	Component	Subcomponent	Issue Description
916704	Data Explorer	Reports and Dashboards	Reports and dashboards were not loading or were loading very slowly.

September 13 (WFM v. 2409.13.2)

Behind-the-scenes tweaks and fixes.

September 10 (build 1222, WFM v. 2409.9.14)

Issue	Component	Subcomponent	Issue Description
915635	WFM	General	The UI was not displaying properly for users who set their language to Dutch.
890655	WFM	Meetings	Users were seeing the error message, “Start time should not be later than end time” when attempting to schedule a recurring meeting with one instance at 1:00 AM on November 3 (the fall Daylight Saving Time change).
904595	WFM	MyTime	If an agent whose date format was set to es-MX or es-PA submitted a request for PM hours, the request would change to AM hours when the agent clicked Save.

September 3 (build 1219, WFM v. 2409.2.11)

Issue	Component	Subcomponent	Issue Description
884341	QM	Notifications	Agents were receiving notifications of scored evaluations for evaluations that were set to “Cannot Score.”
891642	QM	Screen Recording	(Avaya AES integrations) If an exception occurred while the CTI Service was reconnecting to a DMCC, the CTI could get stuck in the PROVIDER_RECONNECTING state. After this happened, Smart Desktop clients that logged in would not record screens.
905416	WFM	Windows Client	The Hourly Availability filter was not visible in the Schedules module.