March

Product features and enhancements

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

Platform/Suite-Wide

Improved password validation error message (March 25): Users attempting to set a password that includes any part of their name or email address will now receive an error message stating, "Your password cannot contain any part of your name or email address."

QM

Speech energy events for integrations (March 25): The Five9 Voicestream, Genesys Cloud, Amazon Connect, and Cisco Webex Contact Center 1.0 and 2.0 integrations now support Speech Energy and Talk-Over capabilities, improving conversational experiences by detecting speech activity and managing interruptions. Refer to About silence and talk over events for more details.

French documentation (March 24): The “Find contacts” page on the help portal is now available in French: Trouver des contacts.

Spanish documentation (March 19): The “Find contacts” page on the help portal is now available in Spanish: Buscar contactos.

Azure Blob support for external storage (March 11): When using an external storage location for exporting contacts, users can now use Azure Blob as an additional external storage location option.

My Scored Evaluation notification email (March 4): The link to the agent's scored evaluation has been reinstated in the "My Scored Evaluations (Business)" notification email. Agents subscribed to this notification will now receive an email with the link.

WFM

Periodization button on the People page (March 27, v. 2503.25.23): We have added a new "Periodization" button to the People page, allowing users to navigate to the Periodization group listing page.

Flexible Session Duration entry (March 27, v. 2503.25.23): Users can now save a Session by entering only the number of minutes in the Duration field, leaving the hours field blank if needed.

Improved time input usability (March 27, v. 2503.25.23): The input fields for hours and minutes when assigning agents to a Session have been optimized for improved usability. The selection area has been expanded, making it easier to click, position the cursor, and enter values accurately.

Enhanced notification for Shift Bidding and Absence Requests (March 27, v. 2503.25.23): Agents can now be notified when windows for shift bidding are about to close, and team leaders can be notified when agents request absences. These notifications can appear as in-app pop-ups, bell icon alerts, desktop browser notifications, and mobile push notifications, with customizable preferences at both the agent and administrator levels.

German documentation (March 25): The “Access WFM through Azure Virtual Desktop (AVD)” page on the help portal is now available in German: Zugriff auf WFM über Azure Virtual Desktop (AVD).

Spanish documentation (March 19): The “Review historical adherence for a team” page on the help portal is now available in Spanish: Revisar la adherencia histórica de un equipo.

Enhanced metric calculation for Amazon Connect integration (March 12): Metrics for answered and abandoned contacts in the Amazon Connect integration are now more accurate when a callback flow is used in the Contact Center. With this update, failed callback attempts are now included in the calculation, ensuring that if a callback is attempted but not answered, it is correctly categorized as an abandoned call. Similarly, if the callback is successfully connected, it is counted as an answered call.

Sessions planning enhancement (March 18, v. 2503.16.4): Sessions will now allow you to continue planning the session for the selected and available agents, even if some agents have conflicts or do not have assigned shifts.

Analytics

Interaction Summary availability (March 4): Interaction Summary is now available for all accounts with an Analytics license. Interaction Summary is a Gen-AI-powered feature for concise, automated summaries that reduce call notation and analysis time. Review Turn on Interaction Summary and Read the summary of a contact for more information. Follow this link to learn how to enable Interaction Summary.

Resolved issues

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

March 27 (WFM v. 2503.25.23)

Issue	Component	Subcomponent	Issue Description
945739	WFM	Self-Scheduling	A customer experienced issues with the Self-Scheduling module, encountering delays when loading Schedules and applying changes.

March 25 (Build 1277)

Issue	Component	Subcomponent	Issue Description
973642	QM	Monitoring	Users in the EU realm were unable to access Telephony Monitoring, Agent Monitoring, and Desktop Monitoring in the UI.
973815	QM	Monitoring	Users in the US realm were unable to access Telephony Monitoring, Agent Monitoring, and Desktop Monitoring in the UI.
973480	QM	Recordings	A user without an email configuration was unable to perform pause or resume on their recordings.

March 11 (Build 1268, WFM v. 2503.11.9)

Issue	Component	Subcomponent	Issue Description
948725	QM	Desktop Recording Service	The Desktop Record Services crashed and generated a diagnostic file upon computer shutdown.
940650	WFM	ChatBot	Grant Bot was inaccessible when a user tried to open it.
951171	WFM	Schedules	An error occurred when a user attempted to schedule a shift for an agent in the Australia / Sydney time zone on the day of the Daylight Saving Time change.
960888	WFM	Schedules	When a Session was deleted from the Session module, all Schedule history that was previously visible in the Client history was also removed.
969461	WFM	Schedules	Users had difficulty seeing the selected time in a Session while using dark mode.

March 4 (Build 1266, WFM v. 2503.3.20)

Issue	Component	Subcomponent	Issue Description
957045	WFM	Absence Planning	An error occurred when a user tried to fetch agents based on an optional column.