July

Product features and enhancements

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

QM

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

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.

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 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.