December

Product features and enhancements

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

Platform/Suite-Wide

New Approve Coaching Session permission (December 16): We implemented the new “Approve Coaching Session” permission in Calabrio ONE. You can now click the Approve or Reject option under the Action column and view the prefilled Coaching Form with options to Cancel, Approve, or Reject.

QM

New AutoQM library questions for GenAI (December 29): We added 20 new questions to the AutoQM standard library to support AI agent evaluations, enhancing the assessment capabilities and improving evaluation accuracy.

New filter design and layout updates for KPI dashboard (December 17): We've updated the filter design for the KPI dashboard along with minor layout improvements to enhance usability and visual clarity.

KPI Achievement evaluation in Mini Goals (December 16): We introduced an enhancement to determine whether each KPI is "Achieved" or "Not Achieved" within Mini Goals. The system now evaluates KPI scores against their respective targets and assigns a status based on performance.

New language support (December 9): We updated the language list for all realms. You can now enable transcription, redaction, phrase hits, and interaction summary support for Greek, Czech, and Hungarian.

Enhanced Task Manager filters (December 9): We added new features to the Task Manager for all Trending Topics, Auto QM, AI Tags, and Sentiment Analysis tasks. You can now use a Contact Type dropdown to quickly select relevant tasks. New conditions let you filter tasks more precisely:

Call contact type: filter by calling in or calling out numbers
Chat contact type: filter by channel
Email contact type: filter by channel, email from, email to, or email subject

These enhancements help you find and manage tasks more efficiently, saving time and improving workflow accuracy.

New filters for dashboards (December 9): You can now use Contact Type and Channel filters on the Trending Topics, Auto QM, and AI Tag dashboards. These filters help you quickly narrow down data, making it easier to analyze trends and insights relevant to your team.

New navigation bar design (December 5): We updated the left navigation bar to follow the new design used on the Performance Management home page. You can now expand or collapse the navigation. The updated layout improves consistency across the suite and provides a modern, usable experience in both light and dark themes.

View Schedule from Coaching Scheduling Form (December 5): You can now click “View Schedule” from the Coaching Scheduling Form to display the agent’s WFM schedule.

NOTE The Staffing indicator and Non-Overridable activity indicator are not available in this release.

Enhanced Diarization output (December 2): We've updated integrations that capture audio in a single channel so that their transcriptions are now displayed in a multi-channel format automatically.

WFM

Personal Account and Absence Type Management in web (December 18 v. 2512.16.13): You can now view and manage agents' personal accounts and absence types directly within the Calabrio WFM web interface, under the People module. This update eliminates the need for the legacy WFM client, enabling users to define, track, and calculate all components of personal account balances seamlessly from a single, browser-based experience.

German documentation (December 17): The “Create a workload” page on the help portal is now available in German: Erstellen einer Arbeitslast.

French documentation (December 16): The “Create a skill” page on the help portal is now available in French: Créer une compétence.

Spanish documentation (December 9): The “View your schedule” page on the help portal is now available in Spanish: Ver tu horario.

New APIs for handling Activity Request (December 2, v. 2512.2.2): You can now use new APIs to manage Activity Request programmatically. These APIs include:

/query/Activity/ActivitiesAvailableForRequestByPersonAndDate which returns the available activities for a specified date
/command/AddActivityRequest which allows you to submit a request for a specific date
/query/ActivityRequest/ActivityRequestById which allows you to retrieve the status of a request

German documentation (December 2): The “Configure activity request settings in WFM” page on the help portal is now available in German: Konfigurieren der Einstellungen für Aktivitätsanfragen in WFM.

French documentation (December 2): The “Must have” page on the help portal is now available in French: Doit avoir.

Analytics

Chat and email support for Analytics features (December 16): We added support for chat and email channels across Analytics features. You can now leverage analytics capabilities directly within these channels, providing enhanced insights and reporting.

Channel filters in Task Manager (December 16): We’ve introduced new channel filters in the Task Manager. You can now filter tasks based on specific channels, making it easier to manage and track tasks across different communication channels.

Modern Media Player UI (December 16): We introduced a new modern Media Player UI for Analytics Enterprise and Plus. The updated design highlights AI-driven insights for clearer interpretation and more efficient use.

Insights

New table added to Insights data export service for Analytics (December 18): We added a new table, contact_ai_tags_fact, to the Insights data export service output in Analytics, making AI contact tag data available for reporting and analysis.

New Agent Metrics sheet added to the WFM | Fundamentals - Agent Performance dashboard (December 11): We added a second sheet called Agent Metrics, which replicates the WFM Agent Metrics report. The sheet uses a table visual instead of a pivot table to maintain performance. Ready-time adherence percent, is not yet available and will be added in future work.

Updated Employee Turnover dashboard filters (December 2): We updated the Hired and Departed Employees filters to be inclusive in the Employee Turnover dashboard, providing a more comprehensive view of employee movement.

Resolved issues

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

December 16 (Build 1335, WFM v. 2512.12.41)

Issue	Component	Subcomponent	Issue Description
1039168	QM	Channels	Fixed an issue where agent speech was incorrectly identified as customer input. The AI summary now correctly recognizes agent statements.
1068642	Insights	Dashboards	Fixed an issue where the Real Time Adherence widget did not load in dashboards.
1058270	WFM	Forecast	Fixed an issue in the Forecast module where importing forecasts with DST and latency data showed contradictory error messages when applying a workload template for a single skill.

December 11

Issue	Component	Subcomponent	Issue Description
1058569	Insights	Dashboard	Fixed an issue where the date filter on the Adherence per Agent sheet in the Agent Performance dashboard did not include the end date of the selected interval. The filter now applies the full date range correctly.

December 9 (Build 1334)

Behind-the-scenes tweaks and fixes.

December 5 (WFM v. 2512.2.2)

Behind-the-scenes tweaks and fixes.

December 4

Issue	Component	Subcomponent	Issue Description
1067007	QM	Performance Management	Fixed an issue where the Contacts Handled KPI in Performance Management displayed different values than Insights and QM. The system now uses the correct calculation to aggregate Contacts Handled.

December 2 (Build 1333)

Issue	Component	Subcomponent	Issue Description
1057595	QM	Bulk Contact Export	Fixed an issue where Classic BCE (Bulk Contact Export) was not honoring the daily bulk contact export limit. The system now enforces the limit correctly.
1029613	QM	Contact Queue	Resolved an issue that caused due dates on the Contact Queue > Interactions and Contact Queue > Goals pages to display different dates. Now, the due dates are consistent across both pages.