August

Product features and enhancements

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

Platform/Suite-Wide

Upcoming improvements to WFM Desktop Client Experience (Coming August 11–22): We’re introducing enhancements to the WFM Desktop Client, including a simplified login process, easier access, and support for web-based file transfers. These changes will roll out gradually from Monday, August 11 through Friday, August 22. For more information, see Guidelines for accessing WFM through Azure Virtual Desktop (AVD).

History Tracking added for Trending Topics, Auto QM, Advanced Sentiment, and AI Tags tasks (August 19): Users can now review History Tracking for Trending Topics, Auto QM, Advanced Sentiment, and AI Tags tasks, improving traceability and analysis over time.

Multi-language support added for Trending Topics, Auto QM, Advanced Sentiment, and AI Tags tasks (August 19): These tasks now support multiple languages. The language selection drop-down matches the one used in the Speech-to-Text task for a consistent user experience.

Password field now editable based on authentication settings (August 19): The password field on the user page is now editable under specific authentication configurations. When creating a new user, the field is enabled if either Calabrio ONE authentication is enabled alone or in combination with IAM Authentication (Direct Login). When editing an existing user, the field is editable if either or both authentication methods are enabled.

Spanish documentation (August 18): The “Download Smart Desktop and Calabrio ONE Data Server installers” page on the help portal is now available in Spanish: Descargar instaladores de Smart Desktop y Calabrio ONE Data Server.

German documentation (August 12): The “Configure SAML authentication” page on the help portal is now available in German: SAML-Authentifizierung konfigurieren.

QM

Enhanced date range for KPI dashboard (August 27): You can now select "This Month" from the date range drop-down to quickly review performance for the current month.

Improved scoring display in Auto QM Scores (August 27): Numbers with decimal values are now rounded to two decimal places.

System behavior notice (August 25): Some environments may experience issues with screen recordings. If you encounter this or similar behavior, upgrade to SDC version 11.0.2.1313.

Introducing MyTime+ in MyCalabrio (August 19): MyTime+ brings a modern scheduling experience to MyCalabrio, giving users a single place to view and manage their schedules. With real-time sync from MyTime in WFM and an updated UI, agents get better visibility and a smoother, more unified experience.

New recording/metadata/contact API for metadata-based contact search (August 19): A new API has been introduced to support searching for contacts using metadata values. Users can now specify a custom metadata field value, and the API will return all matching contact IDs across all time.

Manual Weighting for Evaluation Form Manager (August 13): You can now manually set section and question weights by selecting Manual Weighting under Manually set sections and questions weights. Each form can include up to five sections, with a maximum of five questions per section.

WFM

German documentation (August 26): The “About WFM data retention” page on the help portal is now available in German: Über die Datenaufbewahrung in WFM.

Temporary rollback of Out of Adherence Notifications (August 19, v. 2508.15.23): To improve system stability and ensure smoother operations, Out of Adherence Notifications have been temporarily disabled. We are actively working to resolve the underlying performance problems and will restore this feature soon.

Permission "Edit activities" renamed to “Edit activities and absences” (August 19, v. 2508.15.23): The Edit activities permission under Web Schedules has been renamed to Edit activities and absences to better reflect its scope. Users with this permission can now drag and drop to change both absences and activities, and also move activities using the Edit activity action in Web Schedules.

Agent filtering by skill, group, and name when assigning to Sessions (August 19, v. 2508.15.23): When assigning agents to a Session, users can now filter the agent list by skill, by group (such as site or team), and by name search. Filters can also be combined, for example to quickly find all agents on a specific team who have a particular skill, making it easier to assign the right agents more efficiently.

French documentation (August 12): The “Erlang formula overview” page on the help portal is now available in French: Aperçu de la formule Erlang.

Filter agents by skill or grouping when assigning to Sessions (August 12, v. 2508.11.49): You can now filter agents by skill or other groupings when assigning them to a Session. This enhancement makes it easier to plan Sessions based on specific skills or other criteria.

Spanish documentation (August 7): The “How moving lunches and short breaks works” page on the help portal is now available in Spanish: Cómo funciona mover almuerzos y denscansos cortos.

Notifications now available for key schedule actions (August 5, v. 2508.3.1): Users will now receive notifications based on their notification settings and user preferences for the following MyTime events:

Agent Out of Adherence
Shift Trade (Requested, Approved, or Denied)
Overtime Requests (Requested, Approved, or Denied)
Absence Requests (Manually or Automatically Denied)

This enhancement ensures timely visibility into schedule changes and actions, helping agents and administrators stay informed and aligned.

Insights

Percentage measure formatting in CWFM datasets (August 21): For percentage measure formatting in CWFM datsets, you can apply percentage (%) formatting when a value appears as a decimal. If the value is already scaled, apply a simple suffix format instead. For example, a value of 0.75 should be formatted as 75%, while a value of 75 should display as 75 %. This behavior occurs because CWFM datasets store some percentage measures as decimals and others as pre-scaled values. As a result, the required formatting varies by dataset.

Section Scores added to Evaluation Answers datasets (August 19): The Evaluation Answers and Evaluation Answers (Manual + Auto) datasets now include Section Score data for manual QM evaluations. This gives users more detailed evaluation insights for reporting and analysis.

Resolved issues

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

August 26 (Build 1314)

Behind-the-scenes tweaks and fixes.

August 22 (WFM v. 2508.20.28)

Behind-the-scenes tweaks and fixes.

August 19 (Build 1312, WFM v. 2508.15.23)

Behind-the-scenes tweaks and fixes.

Issue	Component	Subcomponent	Issue Description
1016626	WFM	Shifts	Fixed an issue where users were unable to save a Rule set in Scheduling Settings if a previously entered cell contained an invalid value. For example, if the From date was set after the To date and the user later corrected the To date, the system still flagged the form as invalid. The validation now correctly recognizes updates to related fields, allowing the form to be saved.

August 12 (Build 1311, WFM v. 2508.11.49)

Issue	Component	Subcomponent	Issue Description
1001453	QM	Contact Queue	Fixed a bug on the Contact Queue Administration page where typing a name to search the user list when selecting assignees on a Goal caused the page to go blank.
1000888	QM	Media Player	Fixed a bug in the Media Player chat transcript where long text strings without spaces, such as URLs, would not wrap correctly.
1004149	WFM	Absence Planning	Fixed an issue that prevented awarding vacation bids when the current personal account balance was negative, even if the balance for the bid period was positive.

August 5 (Build 1310, WFM v. 2508.3.1)

Issue	Component	Subcomponent	Issue Description
1001453	QM	Contact Queue	Fixed an issue on the Contact Queue Administration page where the page would go blank when typing a name to search the Assignees list for a goal.
996031	QM	Media File	Fixed a bug where the process that detects silence and talk-over could delete the original storage file without saving the replacement, leaving no storage file. The process now uses a safer method to rename temporary media files.
1006258	WFM	Meetings	Fixed an issue where users were unable to authenticate to Meetings if a "+" sign was included in their first or last name.