January

Product features and enhancements

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

Platform/Suite-Wide

Bulk User Data Transfer (January 28): The new Bulk User Data Transfer feature is now available to all customers, replacing the existing Merge Users feature. The Merge Users page has been replaced with the new Transfer User Data page. To ensure a smooth transition, we recommend reviewing the Transfer user data for QM and Analytics and About user data transfer for QM and Analytics for detailed information.

Error Validation for Entity ID (January 7): Tenant administrators will now see an error message if "calabriosp" is entered as the Entity ID value in IAM Authentication, indicating that it is not a valid value.

QM

Search contacts for exact phrases (February 4): We have added an Exact Match check box to the Interaction page's Text Search filter. With setting selected, the Text Search filter looks for the exact text you enter across all languages.

User creation for CCaaS ACDs (January 7): User creation for CCaaS ACDs is now smarter and makes it harder to unintentionally misconfigure users.

WFM

Enhancements to filter functionality in Workload-Queue configuration (January 15, v. 2501.13.15): The Queue Selection in Workload properties within the Admin Client for Forecasts was updated to automatically filter by workload name and display any already connected queues. New buttons were added to filter and clear the filter, making it faster to find relevant queues. This change improves the performance of the system, especially for customers with a large number of queues.

Support for .NET version 8 (January 14): WFM GovSuite is now compatible with .NET version 8.

Reduced restrictions on Shift start time (January 9, v. 2501.8.11): It is now possible for hours belonging to a shift day to start after midnight. This is especially useful when agents on overnight shifts are using Trade Hours to drop the first part of their shift. The remainder of the shift will still belong to the same scheduled date. The shift hours can now start at 6 am the next day.

Resolved issues

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

February 4 (Build 1261)

Behind-the-scenes tweaks and fixes.

January 29 (WFM v. 2501.28.11)

Issue	Component	Subcomponent	Issue Description
932908	WFM	Meetings	An error occurred when a user attempted to edit a recurring meeting series using the "This and following" option, if there were deviations in past occurrences.
936512	WFM	Schedules	Overtime added outside the standard shift was incorrectly categorized as Overtime Absence instead of regular Overtime when a full-day absence and a scheduled meeting were present.

January 28 (Build 1260)

Issue	Component	Subcomponent	Issue Description
933006	QM	Interactions	Chat components were not importing consistently for Webex Contact Center 2.0.
932415	QM	Metadata	After enabling digital sync for Webex Contact Center 2.0 ACD, the metadata for chats did not sync for one customer.

January 21 (Build 1259, WFM v. 2501.17.10)

Issue	Component	Subcomponent	Issue Description
938324	QM	Call Recording	Automated pause and resume of call recordings was not working for some agents.
938211	WFM	Forecasts	Re-forecasted agents in a skill group were appearing skewed and incorrect.
932021	WFM	General	Multiple week availabilities in Dynamic Scheduling were not available for one customer.

January 15 (WFM v. 2501.13.15)

Issue	Component	Subcomponent	Issue Description
937332	WFM	Overtime Requests	Overtime remained visible on the schedule, even though the agent had canceled the shift.
937496	WFM	SSO	When selecting WFM from the main Calabrio ONE page, users were repeatedly redirected and were unable to access WFM.
933869	WFM	Trade Hours	When an agent had a Saturday day off, the available hours for pickup via Trade Hours did not appear on Saturday. Instead, clicking the pink block of time on Friday displayed both Friday evening and all-day Saturday availability.

January 14 (Build 1257)

Issue	Component	Subcomponent	Issue Description
937281	QM	Interactions	The Text Search filter was not producing the expected results for users who had a wide organizational scope.

January 9 (WFM v. 2501.8.11)

Issue	Component	Subcomponent	Issue Description
946129	WFM	Meetings	Users could not delete or edit schedules for overnight agents with meetings added past midnight.
932285	WFM	Shift Bidding	If an agent was added to a shift bid and later deleted from the People module, the shift bid became deactivated, and the Activate Bid button was greyed out. Additionally, agents were no longer visible under the Agent tab, even after attempting to re-add active agents.
936623	WFM	Trade Hours	"Trade Hours" is ignoring period date restrictions in some cases.

January 7 (Build 1254)

Issue	Component	Subcomponent	Issue Description
936415	QM	Storage	The storage issue was resolved for a customer experiencing storage limitations.