October

Product features and enhancements

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

Platform/Suite-Wide

Spanish documentation (October 31): The “How licenses work for QM, Analytics, and Insights” page on the help portal is now available in Spanish: Cómo funcionan las licencias para QM, Analytics e Insights.

New export functionality (October 28): You can now use the new Export button on the User’s page to download a list of users who appear in two or more tenant accounts. This enhancement simplifies cross-tenant user management and improves visibility into multi-tenant user activity. More information is available here: Import and export users for QM, Analytics, and Insights.

French documentation (October 21): The “Configure SAML authentication” page on the help portal is now available in French: Configurer l’authentification SAML.

Login improvements for Calabrio ONE users (October 14:) We’ve introduced a more secure and user-friendly login experience across the Calabrio ONE Cloud suite. Each account will have their own dedicated login subdomain, resulting in a smoother and more consistent login process. For more information, see Log in to Calabrio ONE with your subdomain URL.

Enhanced Calabrio identity services SAML2 SSO (October 8): You can now view new fields on the IAM Authentication page when enabling SAML (Security Assertion Markup Language) authentication. These fields display your organization’s unique Service Provider settings, which you can use to configure your Identity Provider (IdP). More information is available here: Configure SAML authentication, Set up IAM authentication.

QM

Transcription service update (October 31): We’ve updated the transcription service in the GovSuite environment to improve accuracy and performance, ensuring more reliable and efficient transcription results.

Cisco Complex Call Enablement (October 29): We’ve made the Complex Call Enablement toggle available for both Cisco V2 Serverless and Data Server integrations through the ACD Configuration page, allowing you to configure and manage complex call flows more efficiently. Refer to Cisco Webex Contact Center integration guide for more information.

Trending Topics updates (October 23): We reformatted the generated JSON context for the topic classifier and topic cluster to improve data readability and integration consistency. We added support for Snowflake private key connections to enable a more secure authentication method. We also upgraded Python packages to their latest stable versions to enhance performance, security, and compatibility.

Performance enhancement for IVR/Voicemail in outbound calls (October 21): We’ve improved the speaker identification feature for outbound calls that include IVR/Voicemail messages. This enhancement boosts accuracy, ensuring a smoother and more efficient call flow for better customer experience.

New Coaching Landing Page & Custom Benchmarking in Performance Management (October 14): We’ve introduced two key enhancements to improve coaching and performance management:

Coaching Landing Page: A new, centralized landing page that includes:
- A Schedule Coaching Session form for easy session planning.
- An Agent Request Coaching Session form with a Request Coaching button, simplifying the process for agents to request sessions.
Custom Benchmarking: You can now assign custom goals to specific teams or groups and track their progress. This feature helps you monitor performance more effectively by setting tailored benchmarks for each team.

Updated WebSocket ping interval (October 14): We’ve updated the default WebSocket ping interval to 30 seconds, down from the previous setting of 420 seconds. This change improves the responsiveness of WebSocket connections, particularly for Smart Desktop clients. Users should ensure that any firewall, proxy, or gateway in their network does not terminate idle connections in less than 30 seconds, as this could impact the stability of WebSocket connections.

WFM

Improved handling of Cairo DST in Historical Adherence (October 23, v. 2510.22.5): We’ve enhanced Historical Adherence to better handle Daylight Saving Time (DST) changes for Cairo. This improvement ensures that adherence data accurately reflects agent activity across DST transitions, providing more precise reporting and insights.

German documentation (October 22): The “Import queue data” page on the help portal is now available in German: Warteschlangendaten importieren.

Spanish documentation (October 20): The “Forecast file formats” page on the help portal is now available in Spanish: Formatos de archivo de pronóstico.

Exclude full days from date period (October 13, v. 2510.10.34): We’ve added a new feature that allows you to exclude one or multiple full days from the date period when planning Sessions. This functionality is available both when distributing and optimizing session events. By providing more control over the scheduling process, you can now better tailor your session plans and avoid conflicts with specific days.

Spanish documentation (October 7): The “WFM standard reports” page on the help portal is now available in Spanish: Informes estándar de WFM.

Analytics

New course in the Learning Studio (October 13): We’ve launched the "Phrase Analytics in Action: From Setup to Strategic Impact" course, designed to help you set up, manage, and optimize phrase categories for impactful business outcomes. This course covers everything from basic configuration and permissions to advanced search strategies. Learn how to leverage intuitive tools and dashboards to uncover trends, improve service quality, and meet compliance goals. Along the way, discover best practices for reducing handle time, preventing repeat calls, and enhancing user satisfaction. Perfect for Quality Analysts, Contact Center Managers, and Business Leaders looking to drive measurable improvements with phrase analytics. To learn more about what this pathway has to offer visit Phrase Analytics in Action.

Insights

Enhanced WFM Agent Dashboards (October 28): We’ve improved both the administrator and agent versions of the WFM Agent Dashboard for more consistent and accurate reporting.

WFM Agent Dashboard – Administrator version:
- Resolved a conflicting scenario filter across two visuals.
- Updated the “Last 3 Months” filters to align dynamically with the start date selected in the date picker.
- Adjusted visual titles to reflect the updated date logic.
WFM Agent Dashboard:
- Resolved a conflicting date filter on one visual.
- Updated the “Last 3 Months” filters to align dynamically with the start date selected in the date picker.
- Adjusted visual titles to reflect the updated date logic.

German documentation (October 17): The “Customize totals and subtotals in tables and pivot tables” page on the help portal is now available in German: Gesamt- und Zwischensummen in Tabellen und Pivot-Tabellen anpassen.

Assign Performance Management Pages to Roles (October 10): Administrators can now assign Performance Management pages to Roles through the Landing Page Management interface under Application Management on the User Configuration page. To do this, users must have both Administrator roles and Performance Management permissions. Make sure that roles assigned to these pages have the appropriate access to ensure smooth functionality.

WFM Agent dashboard improvements (October 7): To improve the WFM Agent dashboard's performance, we've replaced some local formulas with dataset measures and reduced the filter scope from "All Time" to "Last 3 Months" in certain KPI visuals. These updates help reduce error rates and enhance overall dashboard load times.

New Insights dataset for Evaluation Section Scores (October 7): We’ve rolled out an enhancement to the Evaluation Section Scores dataset, designed to streamline and accelerate your reporting. This update makes it easier to focus on section-level performance by:

Removing detailed question-level data – No more repetitive rows cluttering your reports!
Simplifying calculations – Enjoy cleaner, more efficient processing.
Leveraging a new architecture – Significantly faster query performance for quicker insights.

This update is perfect for dashboards or summary reports where section-level data is all you need. Whether you’re tracking overall evaluation performance or preparing high-level summaries, this dataset is now your go-to solution.

Resolved issues

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

October 31 (WFM v. 2510.28.36)

Issue	Component	Subcomponent	Issue Description
1020770	WFM	Trade Hours	Resolved an issue that prevented agents from posting expired part-day Shift Trade requests. Agents can now adjust the time and successfully place a new partial Trade Request.

October 28 (Build 1328)

Issue	Component	Subcomponent	Issue Description
1053740	QM	Interaction Summary	Resolved an issue that caused the Interaction Summary feature to be incorrectly tied to the Advanced Sentiment permission. This issue prevented some customers from viewing Interaction Summaries. With this fix, Summaries now display correctly for users with the “View speech to text” permission.

October 23 (WFM v. 2510.22.5)

Issue	Component	Subcomponent	Issue Description
1054375	WFM	Absence Requests	Resolved an issue that caused users to receive an error when submitting Absence Requests for durations shorter than 8 hours and 30 minutes. The system now properly validates and processes absence requests for all eligible time periods.
1035394	WFM	Notification	Fixed an issue where Notifications for Shift Trades included agent names, even when the system was configured to use the anonymous Shift Trade board.

October 21

Issue	Component	Subcomponent	Issue Description
1042982	QM	Smart Desktop Client	Resolved an issue that caused delayed screen recording uploads due to frequent WebSocket connection errors in the Smart Desktop Client when connecting to the Calabrio ONE platform. With this fix, users will experience more reliable connectivity in Agent Monitoring and Desktop Monitoring, along with faster reconnections if the Smart Desktop Client loses its WebSocket connection.

October 17 (WFM v. 2510.16.45)

Issue	Component	Subcomponent	Issue Description
1051983	WFM	Forecasts	Fixed an issue where the system did not reflect updates after importing a forecast CSV file. Previously, only the first import displayed correctly, while subsequent imports failed to update the forecast data.
1053522	WFM	Absence Requests	Fixed an issue where agents in the Denver time zone with overnight Schedules encountered errors when requesting Part Day Absences. With this fix, agents can now successfully submit Part Day Absence requests when a valid schedule exists, even for overnight shifts.
1030915	WFM	People	Fixed a bug where agent names were removed from the People module. Previously, when agents were termed in WFM, their names were unexpectedly cleared during the sync process. This issue has been resolved, ensuring that agent names remain visible in the People module.

October 14 (Build 1324)

Issue	Component	Subcomponent	Issue Description
1035714	QM	Desktop Monitoring	Resolved an issue under Desktop Monitoring that caused multiple invalid entries to appear for agent desktops. Now, only the valid, currently logged-in desktop will be displayed, ensuring more accurate and streamlined monitoring.

October 13 (WFM v. 2510.10.34)

Issue	Component	Subcomponent	Issue Description
1019350	WFM	Trade Hours	Fixed an issue where agents experienced delays when navigating the Trade Hours board, causing several minutes of wait time before schedules and posted hours were visible. Additionally, shift trades posted for "today" were not appearing for other agents to trade. Both issues have been resolved, improving load times and ensuring shift trades for the current day are now visible to other agents.

October 7 (Build 1322)

Issue	Component	Subcomponent	Issue Description
1034793	QM	Agent Monitoring	Fixed a bug where agents would not appear in Agent Monitoring after a websocket disconnect between the agent's PC and the platform. Previously, the agent needed to restart the SDC or log out and back in to be visible again. With this update, agents will now automatically become available for monitoring approximately 10 minutes after the websocket connection is re-established.