July

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in July 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. See Access WFM through Azure Virtual Desktop (AVD) for more information.

Spanish documentation (July 8): The “Contact Calabrio” page on the help portal is now available in Spanish: Contactar a Calabrio.

French documentation (July 8): The “Contact Calabrio” page on the help portal is now available in French: Contactez Calabrio.

QM

Simplified RingCX integration with Public Application (July 30): The RingCX QM integration now uses a public application, streamlining implementation by removing the need for users to create a private application for each project. Calabrio will manage a global Client ID and Secret, stored securely in the System Properties table. As a result, these fields will no longer appear on the ACD configuration page. During implementation, users only need to use the provided Client ID to return a JWT token to Calabrio, reducing setup complexity and effort.

New base permission for Performance Management (July 15): We've introduced a new base permission called ViewPerformanceManagement, to give administrators greater control over access to Performance Management features. This permission allows administrators to grant visibility to Performance Management across users as needed. It must be manually added to roles where access is required.

AI Tags (Business Signal) now available for Analytics Enterprise Plus (July 2): AI Tags (Business Signal) is a powerful new GenAI-driven feature that uses advanced, context-aware labeling to detect key behaviors, risks, and business signals within customer and agent interactions. This release introduces three new screens, AI Tags dashboard, Business Signal, and AI Tags in Task Manager, along with a new AI Conversation Overview panel in the Media Player. Users can create and manage tag categories, assign tags by speaker (agent or customer), track trends, and run tagging tasks by team or group. Each agent team can have up to 3 active tag categories, with a limit of 10 activated tags per category. Unlimited categories and tags can be created. Additionally, Phrase Manager has been relocated under the new Business Signal section in Application Management.

New AI Tags permissions (July 2): To support the new AI Tags (Business Signal) feature, several new permissions have been added to give organizations precise control over access and configuration:

View AI Tags: View all AI Tag data in the Media Player and AI Tags Dashboard (excluding notifications).
View AI Tags Editor: Access the AI Tags Editor.
Edit AI Tags: Modify AI Tags within the editor.
View AI Tags Notification: View AI Tag alerts and notifications.
Edit AI Tags Notification: Configure thresholds for AI Tag alerts and notifications.
Run AI Tags Task: Execute AI Tagging tasks.

WFM

French documentation (July 29): The “Review absence and text requests” page on the help portal is now available in French: Revoir les demandes d’absence et les demandes par SMS.

Spanish documentation (July 21): The “Monitor adherence on team level” page on the help portal is now available in Spanish: Supervisar la adherencia a nivel de equipo.

German documentation (July 14): The “Review absence and text requests” page on the help portal is now available in German: Abwesenheits- und Textanfragen überprüfen.

New "Block adding to personal account" setting (July 8, v. 2507.7.43): In Vacation Change, part of the Vacation Planner Pro, administrators can now prevent agents from adding hours back into their personal account when submitting change requests. A new setting, "Block adding to personal account" is available within each process. When enabled, it ensures that preferred vacation periods with fewer hours than the original request are not granted, maintaining accurate personal account balances.

Vacation Change notifications (July 8, v. 2507.7.43): Notifications are now sent when a Vacation Change request is approved in Vacation Planner Pro (optional). Both the agent and their reporting manager or administrators will receive the notification. This enhancement improves visibility and ensures better control over changes to agents’ planned absences.

Define historical data start date for Forecasting (July 8, v. 2507.7.43): In Web Forecast, you can now define the earliest start date of the historical data used to generate forecasts for each skill. This enhancement gives you greater control over the data range applied, allowing more tailored and relevant forecast generation.

French documentation (July 8): The “Review detailed historical adherence” page on the help portal is now available in French: Examiner la conformité historique détaillée.

Enhanced Schedule view for overnight shifts (July 3, v. 2507.2.42): In Web Schedules, the view now extends to midnight of the next day when very long overnight shifts are present, making it easier to see how agents are scheduled in these scenarios. If no long overnight shifts exist, the schedule view remains unchanged.

Manage snap interval based on minimum duration (July 3, v. 2507.2.42): Administrators can now define the minimum duration required for a Shift Trade and set the snap interval that applies when agents select the duration while posting Trade Hours from MyTime. This enhancement gives admins greater control and consistency over how Shift Trade durations are entered and managed.

German documentation (July 2): The “View a schedule overview for a week (Schedules tool)” page on the help portal is now available in German: Wochenübersicht der Zeitpläne anzeigen (Plänetool).

Analytics

AI powered features now support global Spanish transcriptions (July 2): Auto QM, Trending Topics, Sentiment, and AI Tags (Business Signal) now support transcriptions in global Spanish. While UI localization is still in progress , the underlying AI models can process and analyze Spanish language transcripts. For example, Enterprise users can assign English Auto QM questions to Spanish transcriptions and receive AI generated reasoning in Spanish. Enterprise Plus users can create and assign questions directly in Spanish for full language alignment.

Resolved issues

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

July 29 (Build 1308)

Issue	Component	Subcomponent	Issue Description
997236	QM	Evaluations	We resolved a bug where users were unable to save or add comments within evaluation forms.

July 22 (Build 1307)

Issue	Component	Subcomponent	Issue Description
957018	QM	Evaluations	Resolved an issue where users with the IncludeSelfScopeInQMViews permission could not acknowledge Evaluations in QM Views.

July 21 (WFM v. 2507.18.25)

Issue	Component	Subcomponent	Issue Description
998720	WFM	MyTime	We fixed an issue where agents were redirected to Activity Requests upon clicking Overtime.

July 15 (Build 1306)

Behind-the-scenes tweaks and fixes.

July 11 (WFM v. 2507.9.30)

Behind-the-scenes tweaks and fixes.

July 8 (Build 1305, WFM v. 2507.7.43)

Behind-the-scenes tweaks and fixes.

Issue	Component	Subcomponent	Issue Description
998720	WFM	Schedules	We fixed an issue where meetings in the Client Schedule tooltip displayed at the wrong time when the agent and the scheduler were in different time zones.

July 3 (WFM v. 2507.2.42)

Issue	Component	Subcomponent	Issue Description
988144	WFM	Schedules	We fixed an issue where shifts that started exactly at midnight couldn’t be moved using drag and drop in Web Schedules.

July 1 (Build 1304)

Issue	Component	Subcomponent	Issue Description
983635	QM	Evaluation Form	Resolved an issue where the evaluation form drop-down was cutting off some options when the list extended beyond the visible screen area. This fix ensures all form options remain accessible, even on smaller displays.