April

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in April 2025.

QM

Auto QM enhancements with new Analytics Enterprise Plus license (April 22): You can now add your own custom questions to evaluation forms using Auto QM by upgrading to the new Analytics Enterprise Plus license. This license also enables the additional AI evaluation instructions feature, giving you more flexibility and control over your quality evaluations. The Analytics Enterprise Plus license replaces the previous Analytics Premium license.

Recover Voice Contacts in Cisco Webex Calling UI (April 22): Users can now recover lost or missing Voice Contacts directly through the Cisco Webex Calling user interface. This update allows users to restore and manage their contacts independently, without needing technical support.

Spanish documentation (April 18): The “Monitor agents in real time” page on the help portal is now available in Spanish: Supervisar agentes en tiempo real.

Prerequisite for RingCX user synchronization (April 15): To successfully synchronize WEM user data from RingCX to Calabrio ONE, make sure WEM is enabled at the sub-account level and the user level. Without these settings, synchronization will fail. Please refer to the RingCX integration guide on Calabrio Success Center for more details.

New course in the Learning Studio (April 15): The new course "Mastering Agent Performance Using Auto QM" is now available in the Learning Studio. This learning pathway guides you through the power of Auto QM, how it enables 100% interaction coverage, how to use dashboards to spot performance trends and coaching opportunities, and how to customize evaluation forms to support your team’s goals. You’ll also learn best practices to help you maximize impact. Check out this course here to experience the hype firsthand!

Enhanced Auto QM (April 1): Auto QM expands its AI evaluation library with additional questions and offers a powerful form manager that supports intelligent phrase-match scoring, custom KPIs, a form preview, and target goal configuration. You can set targets at both the form level and the section level. In the media player, question-level AI comments now include precise audio timestamps, enabling you to quickly locate and review key moments in interactions. You can run tasks based on language, call type, call duration, and inbound or outbound filters in the Task Manager.

Advanced search and filters now available in Trending Topics (April 1): Trending Topics now includes an advanced search option for AI-generated topics, allowing you to easily find specific transcripts or contact IDs. You can also run Trending Topics tasks using filters like language, call type, call duration, and inbound or outbound criteria in the Task Manager.

Removal of hyperlink from Agent profile card (April 1): With the upcoming Data Explorer shutdown, we have removed the hyperlink from the Agent profile card on the Media Player page to prevent broken link and ensure a seamless user experience.

WFM

Spanish documentation (April 23): The “Erlang formula overview” page on the help portal is now available in Spanish: Resumen de la fórmula de Erlang.

New time fields added to ScheduleAbsencesByPersonIds API (April 16, v. 2504.16.1): The ScheduleAbsencesByPersonIds API now includes additional fields, TotalWorkTimeInMinutes and TotalOverTimeInMinutes. These enhancements allow you to view total contract time alongside absence start and end times, providing greater visibility into scheduled work and overtime.

German documentation (April 21): The “Review conflicting restrictions” page on the help portal is now available in German: Überprüfung widersprüchlicher Einschränkungen.

French documentation (April 16): The “WFM standard reports” page on the help portal is now available in French: Rapports standards WFM.

Retrieve schedule visibility with /query/WorkflowControlSet/AllWorkflowControlSets API (April 11, v. 2504.10.35): The /query/WorkflowControlSet/AllWorkflowControlSets API now returns information on SchedulePublishedToDate and WriteProtectionDays for each workflow control set. This update gives you better control in integrations by helping determine whether a schedule should be visible or editable.

German documentation (April 10): The “Manage meetings (Meetings tool)” page on the help portal is now available in German: Besprechungen verwalten (Meetings-Tool).

Request activities with new Activity Requests feature (April 9, v. 2504.8.18): You can now enable the Activity Requests feature for your agents. This allows agents to request specific activities, with one configurable rule per activity. These rules can allow requests to be automatically approved, approved when staffing allows, or approved only with manager approval. In this release, rules apply at the business unit level, but future updates will support segmentation by site and team. Refer to Configure activity request settings in WFM and Request activity for more information on this feature.

Flexible Vacation Change process in Vacation Planner Pro (April 3, v. 2504.2.9): Customers can now enable agents to request a change to move an already scheduled absence to a different period. If the new period has remaining absence allowance, the change is approved immediately. Otherwise, it is waitlisted and processed automatically based on rank or a first-come, first-served basis. The original vacation remains in place until approval.

Retrieve average worktime per contract with /query/Contract/AllContracts API (April 3, v. 2504.2.9): The /query/Contract/AllContracts API now provides the average worktime per contract, offering enhanced insights into contract data.

Get open and closed days in Contract Schedules with /query/ContractSchedule/AllContractSchedules API (April 3, v. 2504.2.9): The /query/ContractSchedule/AllContractSchedules API now provides details on which days are open and closed in Contract Schedules, improving schedule visibility.

Improved Sessions description visibility (April 3, v. 2504.2.9): We have improved how Sessions description are displayed. Now, when administrators hover over a Session in the Scheduling tool, the full description is visible.

Spanish documentation (April 2): The “Monitor agent adherence” page on the help portal is now available in Spanish: Monitorear la adherencia de los agentes.

Insights

Dataset rules exceeded error now resolved (April 22): You can now use the new Show All Records permission on the Roles page to give Insights Authors access to all data rows in the Insights data lake, bypassing their assigned data scope. This enhancement eliminates the previous “DatasetRulesExceededLimit” error and lets Authors build dashboards that cover the entire Contact Center. Dashboard Readers will still only see data based on the data scope assigned to their own accounts.

Resolved issues

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

April 23 (WFM v. 2504.22.1)

Issue	Component	Subcomponent	Issue Description
985659	WFM	Schedules	When a user clicked on the name of an agent whose Person Period started after the beginning of the first Schedule Period, the WFM Client Schedules crashed and closed unexpectedly.

April 22 (Build 1285)

Issue	Component	Subcomponent	Issue Description
952167	QM	Recordings	When a user exported a recording, the “here” download link was clickable but no longer highlighted.
956912	QM	Retention	Users saw the error message “This value is out of range” when entering a longer retention period that exceeded 100 years.

April 16 (WFM v. 2504.16.1)

Issue	Component	Subcomponent	Issue Description
972744	WFM	Sessions	When a user planned Sessions for the same day, the system scheduled Sessions before the current time.

April 15 (Build 1283)

Issue	Component	Subcomponent	Issue Description
970526	Platform	Landing Page	Agents were seeing a blank page when they logged into Calabrio ONE.

April 11 (WFM v. 2504.10.35)

Issue	Component	Subcomponent	Issue Description
984750	WFM	Notification	A user encountered an error when accessing the Notification settings screen, which loaded as a blank page and prevented any interaction or configuration.

April 9 (WFM v. 2504.8.18)

Issue	Component	Subcomponent	Issue Description
975319	WFM	Meetings	When a scheduler attempted to move a meeting, 1-on-1, or eLearning session, the conflict notification appeared only for the first participant with a scheduling conflict. When additional participants were added, the notification disappeared, allowing overlapping sessions to be scheduled without any alert.
981625	WFM	Schedules	An error occurred when a user attempted to schedule a shift for agents in the Cairo time zone on April 25, the date of the Daylight Saving Time change.
982993	WFM	Shift Bidding	When a user ran Shift Bidding, the Shift skill filter did not apply correctly, resulting in all site Shifts being displayed, regardless of the selected skill.

April 3 (WFM v. 2504.2.9)

Issue	Component	Subcomponent	Issue Description
975285	WFM	Schedules	Users saw the error message "It is not allowed to move a work shift to another day, create a new event instead" when attempting to add or remove absences for agents in US time zones if no underlying schedule was present for the last two days.
981553	WFM	Sessions	Sessions did not recognize the employment number when it was included in the common agent name description format.

April 1 (Build 1278)

Behind-the-scenes tweaks and fixes.