November

Product features and enhancements

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

QM

Enhanced IAM Authentication configuration (November 30): You can now see the "Enable SAML Authentication (Company Login)" configuration option on the IAM Authentication page, similar to the existing SAML configuration settings. This update provides more flexibility when configuring the connection between your IdP and the Calabrio ONE IAM service. More information is available here: Configure SAML authentication

New learning pathway: Analytics Made Easy (November 25): We’ve launched the "Analytics Made Easy: Configure, Monitor, and Act with Trending Topics" course, designed to help contact center professionals and business leaders set up, monitor, and leverage Trending Topics for faster and smarter insights. This course covers everything from configuring trending topics to interpreting data and taking action to address emerging trends. To explore the full pathway, visit Analytics Made Easy: Configure, Monitor, and Act with Trending Topics.

Coaching form update (November 18): We added the ability for users with Coach View or Administer Performance Management permission to schedule coaching sessions for agents and coaches within their data scope. This update helps users manage and monitor coaching more effectively while honoring existing data access restrictions.

QM integration for Microsoft Dynamics 365 (November 18): We’ve enhanced the QM integration for Microsoft Dynamics 365 Customer Service and Contact Center to support voice contact capture and digital contact handling, including chat and SMS for both environments, and email for Customer Service. This update also introduces user synchronization, ensuring seamless operation across both Customer Service and Contact Center environments.

Libcurl update for SNI support (November 4): We’ve updated Libcurl to support Server Name Indication (SNI), ensuring our software connects reliably to servers that require SNI during the SSL/TLS secure connection setup when establishing WebSocket connections.

WFM

Payroll Integration on web (November 27, v. 2511.25.15): We've added Payroll configuration and execution to the web menu, providing a modern, more responsive, and improved user experience. More information is available here: Create and run a payroll export on the web.

Approval method update in Activity request settings (November 27, v. 2511.25.15): We've added the Check staffing with shrinkage option to the Approval method drop-down in Activity request settings. This enhancement builds on the existing Check staffing rule setting. More information is available here: Configure activity request settings in WFM.

WFM Integrations Self-Service now available (November 21, v. 2511.25.15): We’ve introduced a new WFM Integrations feature that enables you to monitor and manage all integrations with Contact Center as a Service (CCaaS) and other Contact Center platforms. You can now:

• View integration details, including the public endpoint URL (when available) and the time zone of the collected data.

• Track the latest collection date and time for historical data integrations.

• Check the real-time integration status and identify inactivity on data feeds.

• Configure and deploy new integrations from a predefined list to activate updated configurations.

By offering greater visibility and control, this enhancement simplifies integration management and ensures data consistency across connected systems. More information is available here: Manage WFM integrations.

Shift Trade validation update (November 21, v. 2511.25.15): We've updated the UI to use backend validation, which disables agents without Schedules and prevents post-submission Shift Trade denials.

Spanish documentation (November 19): The “Import external forecasts” page on the help portal is now available in Spanish: Importar previsiones externas.

German documentation (November 18): The “Display and edit user information” page on the help portal is now available in German: Anzeige und Bearbeitung von Benutzerinformationen.

French documentation (November 18): The “Queue data file format” page on the help portal is now available in French: Format du fichier de données de file d’attente.

Alphabetize Absence selections in MyTime (November 17, v. 2511.25.15): We've updated Absence listings on several pages to improve usability by sorting them in alphabetical order. Absences selected from the following pages will now appear alphabetically:

• WFM Web > Schedules page

• MyTime > View agent schedules page > Absence

• MyTime > Absence Request tab

Copy activities to scheduler enhancement (November 14, v. 2510.30.31): We've added a new option to copy activities from Shifts in Web to the Scheduler, matching the existing thick client feature. You can also paste activities from Shifts in Web into the thick client Scheduler app.

Spanish documentation (November 10): The “Access WFM through Azure Virtual Desktop (AVD)” page on the help portal is now available in Spanish: Acceder a WFM a través de Azure Virtual Desktop (AVD).

German documentation (November 4): The “Manage password on AVD” page in the help portal is now available in German: Passwort auf AVD verwalten.

Analytics

French documentation (November 3): The “Enable the Desktop Analytics extension in your browser” page on the help portal is now available in French: Activer l’extension Desktop Analytics dans votre navigateur.

Insights

New Analytics | Advanced Sentiment dashboard (November 28): We added a new dashboard that gives you a complete view of overall customer and agent sentiment in one place. You can track trends, spot patterns, and gain insights to improve experiences and performance.

Sentiment fields update to contact-based dataset (November 26): The Sentiment folder in datasets with Contacts data has been renamed Sentiment Overall to align with the new Sentiment Details dataset. We've added new fields and updated existing fields with Advanced Sentiment data. We also added the word “legacy” as a suffix to two fields to indicate they will no longer receive new data and will be retired no earlier than three months from this release.

Updates to the QM | Evaluator Performance dashboard (November 25): We've updated several visuals to optimize load time and streamline data processing in Evaluator Performance dashboard. In the Evaluator Progress tab, we've changed the visual type for the Progress by Group > Team > Agent visual from pivot table to table. In the Evaluation Progress tab, we've changed the visual type for the Uncompleted Evaluations visual from pivot table to table. In the Calibration Detail tab, we've replaced the pivot table visual with a table. We've also reduced data volume by changing the filter from last 6 weeks to last 1 week.

Updates to the QM | Evaluation Performance dashboard (November 21): We've updated several visuals to improve clarity and consistency across the Evaluation Performance dashboard. In the Agent Quartiles tab, we've removed redundant actions in all Quartile visuals and changed the visual type from pivot table to table. In the Agent Response and Appeals tab, we've changed the Contacts with Evaluation Appeals visual from pivot table to table. In the All Evaluations Detail tab, we've changed the visual type from pivot table to table.

New Sentiment Details dataset available (November 14): We’ve added a new Sentiment Detail dataset. This dataset includes granular sentiment data for each contact, capturing sentiment at various stages throughout the interaction. While all contact-based datasets contain Overall Sentiment data, which provides a single sentiment value per contact, this new dataset breaks down the contact into individual messages with a sentiment value (Negative, Neutral, Positive) for each. You can use the Sent By Agent and Sent By User fields to differentiate between agent messages and user messages. The dataset also includes the Overall Sentiment fields in a separate folder, along with all other standard contact-based fields such as person, organisation, custom data, NPS, predictive scores, trending topics, and more.

Legacy datasets replaced with new Evaluation Answers dataset (November 14): We’ve replaced the old Auto Evaluation and Manual Evaluation datasets with the new Evaluation Answers dataset, which now includes flattened data from both evaluation types. The previous datasets have been renamed with the "Legacy" suffix. The following dashboards have been updated to replace the legacy datasets with the new Evaluation Answers dataset:

• Analytics | Auto QM Analysis

• QM | Evaluation Performance

• QM | Evaluator Performance

• QM | Agent Scored Evaluations

New Evaluation Forms dataset and filter updates (November 14): We’ve added a new getFormName parameter, linked to the new Evaluation Forms dataset. Additionally, we introduced a new Form Name filter to all relevant visuals and sheets, replacing the previous formula field used as a filter. We’ve also removed old filters and controls and replaced them with new controls across all sheets. The default filter is now set to Auto Evaluation Form.

IMPORTANT   If a user does not have a form named Auto Evaluation Form, no data will be displayed by default. The user can select a form from the drop-down list to view data accordingly.

New Evaluation Answers dataset available (November 5): We’ve released a new version of the Evaluation Answers dataset that replaces both the Evaluation Answers and Evaluation Answers (Manual and Auto) datasets. The new dataset includes both Manual and Auto QM data and introduces a new field, Evaluation Type, to help distinguish between them when both are present. The previous datasets have been renamed with the suffix (Legacy). We encourage authors to replace the Legacy datasets with this new release and update their dashboards as needed. This optimized dataset delivers improved reporting performance and faster results.

Resolved issues

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

November 25 (WFM v. 2511.25.15)

Issue	Component	Subcomponent	Issue Description
1052115	WFM	Intraday	Fixed an issue where the blue bars in the Staffing graphs were displaying at the bottom instead of between the red and blue lines. The issue affected only the blue bars and occurred regardless of whether “Skill” or “Skill group” was selected. Now, the bars display correctly, with overstaffed intervals shown above the forecasted staffing line.
1054018	WFM	MyTime	Fixed an issue where deleted activities were still visible in the list of requestable activities if they were connected to an Activity request rule. Now, deleted activities no longer appear in the requestable activities list.

November 18 (Build 1331)

Issue	Component	Subcomponent	Issue Description
982458	BI	Dashboard	Fixed an issue where an unnecessary instruction text box appeared over the image in Agent Profile Dashboard. Removed all rules that hid assets and updated all assets to be visible.
1058543	QM	Goals	Reverted a recent change that prevented users from creating ad hoc review goals for contacts evaluated outside a goal. The system now allows ad hoc review goals to be created for those contacts as expected. For reference see 997898.
1059555	BI	Visuals	Fixed an issue where a visual had two filters for the same field. Replaced the incorrect duplicate filter and added the correct filter to the same visual.

November 13 (WFM v. 2511.7.18)

Issue	Component	Subcomponent	Issue Description
1051391	WFM	Notification	Fixed an issue where MyTime notifications alternated between US and European date formats. Now, the dates in the in-app bell notifications are consistently displayed in the correct format when clicking "Read more".
1030864	WFM	Requests	Resolved an issue that prevented agents from adding a part-day absence in MyTime. With this fix, agents can now submit a part-day absence when an underlying schedule exists or when the “Deny part-day absence when no schedule” setting is enabled in WFM Settings > Absence Request Settings.
1051199	WFM	Shift Bidding	Resolved an issue in the Schedules module where agents encountered an error due to multiple Shift patterns starting on the same date. With this fix, agents can now view their schedules without encountering this issue.

November 11 (Build 1330)

Issue	Component	Subcomponent	Issue Description
1052020	QM	Screen Recording	Resolved a bug that caused screens to not record in certain cases after a user migrated from one ACD to another. With this fix, screen recordings now function correctly following ACD migrations.

November 7 (WFM v. 2510.28.36)

Issue	Component	Subcomponent	Issue Description
1020770	WFM	Trade Hours	Resolved an issue where agents were unable to post a part-day shift trade request once it had expired. With this fix, agents can now adjust the time and submit a new partial trade request.

November 4 (Build 1329)

Issue	Component	Subcomponent	Issue Description
997898	QM	Goals	Resolved an issue that allowed users to create an ad hoc review goal on a contact that already had an active ad hoc goal assigned. With this fix, the system now prevents duplicate ad hoc goals from being assigned to the same contact.