November

Product features and enhancements

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

QM

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.

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.

WFM

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).

Copy activities to scheduler enhancement (November 4, v. 2510.30.31): We 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.

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 Sentiment Detail 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 18 (Build 1331)

Issue	Component	Subcomponent	Issue Description
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.

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.