February
Product features and enhancements
We added these new features and enhancements to Calabrio ONE in February 2025.
Platform/Suite-Wide
German documentation (February 27): The “Log in to Calabrio ONE” help page is now available in German.
QM
Language selection for ACD Media Imports (February 25): With the Metadata Language Mapping and Fallback Text Language fields on the ACD Configuration pages for RingCentral, Twilio, and Cisco Webex CC 2.0, you can now assign a language to the contact when importing text-based contacts. This feature ensures that if no language is associated with the contact upon import, you can manually set the language during the import process. For more information, refer to
"Export" button renamed to "Export Agent List"( February 18): The "Export" button on the Agent Monitoring page has now been renamed to "Export Agent List."
Agent quick start guide available in German (February 13): The QM quick start guide for agents is now available in German.
Search contacts for exact phrases (February 4): We have added an Exact Match check box to the Interaction page's Text Search filter. When you select this setting , the Text Search filter looks for the exact text you enter across all languages.
WFM
Team deletion restriction (February 27 v. 2502.27.4): On the Windows Client Options page, teams can no longer be deleted if they contain agents assigned to the current or a future team.
Sessions activity distribution (February 27 v. 2502.27.4): A new Sessions feature allows users to distribute individual personal activities evenly over a selected date period for one or multiple agents, provided the necessary permissions are enabled and the agents are scheduled to work during that period. Also the activities added through Sessions can be edited or removed using existing actions in the Scheduler.
German documentation (February 27): German versions of the following help pages are now available: Log in to Calabrio Teleopti WFM, Download and set up the MyTime app, Share your schedule, View detailed schedules (Schedules tool), Select on what level to view schedules, Manage WFM user information.
Updated navigation bar with new Calabrio branding and logotype (February 25, v. 2502.23.4): The navigation bar in Calabrio ONE now features the new Calabrio branding and logotype.
Vacation Planner Pro absence distribution (February 18 v. 2502.15.5): The Vacation Planning Pro add-on feature now allows you to set up a process where the distribution of absences is done in a random order, without relying on any company specific ranking. In this process, neither the administrator nor the agent will see the agent's rank. Instead of displaying a rank (e.g., Rank 5/7), the system will show "Rank: Random."
Partial Trade hours requests (February 18 v. 2502.15.5): Admin users can now manage partial trade hours requests submitted by agents. They can remove non-skilled activities and replace them with an underlying base activity for the agent picking those hours.
Agent quick start guide available in German (February 11): The WFM quick start guide for agents is now available in German. Access the guide here.
Vacation Planner Pro (February 5, v. 2502.4.22): Vacation Planner Pro is now available to all customers. This add-on module helps you manage, automate, and streamline your vacation processes while ensuring fairness and transparency. To support a smooth adoption, we recommend reviewing Vacation Planner Pro - walkthrough, Manage vacation planning and Manage your vacation. For more details or to add Vacation Planner Pro to your environment, contact your Calabrio representative.
Analytics
New "Desktop Real-Time Adherence" permission (February 25): A new permission "Desktop Real-Time Adherence" has been added on the Roles page. This permission allows an agent's desktop activity data to be captured and sent to WFM in real time to support agent adherence tracking.
New field on Analytics Configuration page (February 25): We have added the "Productive Time Threshold" field to the Analytics Configuration page for WFM with Real-Time Adherence. This threshold defines the duration an agent must spend on an approved or unapproved application before being marked as productive or unproductive in the WFM Real-Time Adherence module.
New field on Analytics Configuration page (February 25): We have added the "Idle Time Threshold" field to the Analytics Configuration page for WFM with Real-Time Adherence. This threshold defines the duration of inactivity (no mouse clicks or keyboard inputs) required before an agent is marked as idle in the WFM Real-Time Adherence module.
Resolved issues
This table lists the issues that we fixed in each release in February. The most recent release is first.
February 27 (WFM v. 2502.27.04)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
960933 |
WFM |
API |
The URL in one of the APIs did not work as expected. |
|
949100 |
WFM |
Schedules |
For one customer, when the full year was open in Schedules, override hours per day on schedule periods with "day types" caused the target time to display as "Not Applicable." |
|
960878 |
WFM |
Shift Bidding |
An error occurred when a customer tried to finalize the Shift Bidding. |
|
959363 |
WFM |
Trade Hours |
An error occurred when a user clicked Trade hours in WFM MyTime. |
February 25 (Build 1264, WFM v. 2502.23.4 )
Behind-the-scenes tweaks and fixes.
February 18 (Build 1263, WFM v. 2502.15.5 )
Behind-the-scenes tweaks and fixes.
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
952844 |
WFM |
Absence Planning |
An error occurred when a user attempted to run distribution for agents with a future personal account that extended beyond their current one in Vacation Planning. |
|
951192 |
WFM |
Real-Time Adherence |
A date format inconsistency occurred when an agent hovered over the Schedule in Adherence. |
February 11 (Build 1262)
Behind-the-scenes tweaks and fixes.
February 5 (WFM v. 2502.4.22)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
951530 |
WFM |
Meetings |
An error occurred when a user attempted to open the Web Meetings module. |
February 4 (Build 1261)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
|
934745 |
QM |
Recordings |
An error occurred while extracting speech energy events (Silence, Talk-over) for some recordings. |