May

Product features and enhancements

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

QM

Enhanced Auto QM Evaluation Form Manager (May 6): You can now fine-tune your evaluation criteria by editing the value of the Phrase Match question option directly in the Auto QM Evaluation Form Manager.

Updated Conditions wording for Auto QM and Trending Topics (May 6): We've updated the Conditions descriptions on the Analytics Task Manager page for both Auto QM and Trending Topics.

Auto QM: Set the conditions that must be met for a call to be automatically evaluated. To evaluate all calls automatically, leave the conditions blank.
Trending Topics: Select the conditions a call must meet to have its topics analyzed. To analyze topics for all calls, leave the conditions blank.

Removed "(U.S.)" suffix from the Language drop-down (May 6): The “(U.S.)” suffix has been removed from the Language drop-down on the Analytics Task Manager page for Auto QM, Trending Topics, and Sentiment Analysis.

New "Run Trending Topics Task" and "Run Auto QM Task" permissions (May 6): Two new permissions, "Run Trending Topics Task" and "Run Auto QM Task", have been added to the Roles page. These permissions allow users to execute tasks related to the Trending Topics and Auto QM products, respectively. Previously, these tasks were tied to the "Edit Trending Topics" and "Edit Auto QM" permissions. The new permissions will be enabled for existing tenants only if the corresponding "Edit Trending Topics" and "Edit Auto QM" permissions are already granted. Additionally, we have separated the Trending Topics permissions into their own section.

WFM

Absence approval notifications (May 14, v. 2505.12.21): Agents and administrators now receive notifications when an agent’s absence request is approved, whether the approval is manual or automatic.

New API to set Schedule notes (May 14, v. 2505.12.21): The new /command/SetNoteForScheduleDay API allows third-party applications to set a Schedule note for a single person on a specific day. Notes can be designated as either Public or Internal, giving you more flexibility when sharing schedule-related information.

German documentation (May 13): The “Queue data file format” page on the help portal is now available in German: Warteschlangendatei-Format.

French documentation (May 7): The “Display and edit user information” page on the help portal is now available in French: Afficher et modifier les informations utilisateur.

Improved handling of reforecasted agents in incomplete interval data (May 2 v. 2505.1.31): We’ve enhanced how reforecasted agents are managed when recent intervals have incomplete data. This enhancement helps identify deviations from the original forecast and supports better, faster staffing decisions throughout the day.

Analytics

Advanced Sentiment (May 13): We’ve launched the new Advanced Sentiment feature, which replaces the previous Sentiment functionality. This enhanced version provides separate overall sentiment scores for both the customer and the agent, along with AI generated reasoning for each score. It also tracks sentiment trends throughout the conversation, displaying them in a graph linked to the transcription and audio.* These upgrades deliver clearer, more accurate insights into every interaction, enabling teams to take more informed, real-time actions. See View AI insights for a contact, View changes in sentiment for a contact for more information.

* The sentiment trend graph requires the Analytics Enterprise or Analytics Enterprise Plus license. All other Advanced Sentiment features are available with Analytics Essentials license.

NOTE This is a new feature that is not yet generally available. If you would like early access to this feature, contact your Calabrio Account Manager.

New Sentiment Analysis permissions (May 13): We’ve added two new permissions in the new Sentiment Analysis section on the Roles page.

View Sentiment (available with Analytics Essential, Enterprise, and Enterprise Plus licenses): Allows users to view overall agent and customer sentiment along with AI-generated reasoning.
Run Sentiment Task (available with Analytics Essential, Enterprise, and Enterprise Plus licenses): Allows users to run sentiment analysis tasks.

Insights

New “Select All Records” permission available for Insights Reader roles (May 13): You can now add the "Select All Records" permission to roles with an Insights Reader license. This permission give Insights Authors access to all data rows in the Insights data lake, bypassing their assigned data scope.

Resolved issues

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

May 13 (Build 1290)

Issue	Component	Subcomponent	Issue Description
988240	QM	Monitoring	When a user tried to access the monitoring pages, connected Smart Desktop Clients, Signaling Servers, and Voice Record Servers were shown as disconnected.

May 2 (WFM v. 2505.6.3)

Issue	Component	Subcomponent	Issue Description
968807	WFM	Trade Hours	"Trade Hours" is ignoring period date restrictions in some cases.

May 6 (Build 1289)

Issue	Component	Subcomponent	Issue Description
983099	QM	Call Recordings	An issue occurred when a user attempted to capture call recordings in Calabrio.No audio or video recordings were being saved, preventing the system from properly capturing and storing call data.

May 2 (WFM v. 2505.1.31)

Issue	Component	Subcomponent	Issue Description
893942	WFM	Forecasts	The Web Suggested Forecast incorrectly predicted 0 volume for Saturdays, even when historical data for Saturdays was included in the Forecast settings.
989352	WFM	SDK	Users saw the error message “Cannot commit transaction” when adding a new person through the SDK, even though the user was successfully created. This affected all People Import integrations.