September

Product features and enhancements

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

Platform/Suite-Wide

Amazon Connect integration vulnerabilities update (September 26): Regular security updates have been applied to .NET libraries to enhance system security and stability. As part of this update, dependencies on the out-of-support .NET 6 framework have been removed to ensure continued compliance and maintainability.

Amazon Connect integration | Historical data callback abandon update (September 26): An update has been made to improve how abandoned callbacks are reported. When enabled, callbacks that were initiated but never connected to an agent will no longer be counted as abandoned, regardless of the disconnect reason. This provides more flexibility for customers who prefer not to count such callbacks as abandoned.

UCCE Historical and RTA core and security updates (September 18): We've updated components across UCCE Historical and RTA to stay compliant with the latest security updates of the .NET libraries. This ensures enhanced security, stability, and continued compliance for the platform.

Salesforce integration OAuth2 authentication support (September 15): An enhancement has been added to the Salesforce integration for WFM real-time adherence (RTA) to support OAuth2 authentication. This allows customers to securely configure and authenticate the real-time feed for the WFM integration endpoint. Users now have the flexibility to choose between Legacy PushTopic and Platform Events data sources. For detailed instructions on how to set up OAuth2 authentication, please refer to the integration guide.

French documentation (September 11): The “Download Smart Desktop and Calabrio ONE Data Server installers” page on the help portal is now available in French: Télécharger les installateurs de Smart Desktop et de Calabrio ONE Data Server.

Spanish documentation (September 2): The “Troubleshoot login issues” page on the help portal is now available in Spanish: Solución de problemas de inicio de sesión.

QM

Role permission update required for export functionality access (September 30): Role permissions must be manually updated to enable access to the export functionality. Permissions will not be automatically granted as part of this update.

AutoQM question prompt update (September 30): We’ve updated a Standard Form Question to improve clarity and scoring alignment. The question was rephrased from “Did the agent use dismissive language or statements when addressing customer's emotions or complaints?” to “Did the agent avoid dismissing the customer's emotions or complaints?”. Previously, "No" answers resulted in a full score for the agent, while "Yes" answers led to a penalty. The updated question now awards full score for a "Yes" response.

Improved accuracy for AutoQM question (September 30): We’ve improved the model logic for the question “Did the agent avoid using profanity or inappropriate language?” to enhance detection accuracy and ensure more reliable scoring.

N/A response option added to AutoQM library questions (September 30): We’ve added a third response option, "N/A", to selected AutoQM library questions that previously only included "Yes" and "No". This update supports more accurate scoring in cases where the question is not applicable to the agent's conversation. Affected questions include:

Did the agent clarify whether the caller was calling for themselves or on behalf of another person?
Did the agent confirm the best contact number to use in case of a disconnect?
Did the agent ask how the caller heard about the company or service?
Did the agent ask if there was anything else the customer needed help with before closing the conversation?
Did the agent recap the outcome of the conversation to ensure the customer's understanding?
Did the agent set clear expectations for the next steps or follow-up actions?
Did the agent encourage the customer to participate in the post-interaction survey?
Did the agent correctly identify an opportunity and attempt to promote relevant products or services from the company?

System behavior notice (September 16): Agents not appearing on the Agent Monitoring Page may be running a desktop software version earlier than 11.0.2.796. If you encounter this issue, upgrade to the latest SDC version.

Model update for Phrase Optimizer auto-suggestions (September 12): We’re updating the model behind the auto-suggestion feature to ensure continued performance and support.

WFM

Added Session filters (September 29, v. 2510.6.11): We’ve introduced new filtering capabilities for the Sessions view, allowing you to filter by activity or date of creation. As the list of Sessions grows, this enhancement will make it much easier to locate specific sessions based on these criteria, streamlining the process of finding and reusing sessions.

Enhanced grouping filter for Session (September 29, v. 2510.6.11): When planning a Session, you can now filter agents by various groupings, including Optional columns, Contract details, and more. This enhancement allows for more precise and efficient agent assignments, making it easier to manage your resources based on specific criteria during the planning process.

German documentation (September 25): The “Manage sessions” page on the help portal is now available in German: Sitzungen verwalten.

French documentation (September 24): The “View your schedule” page on the help portal is now available in French: Afficher votre planning.

Manage Contracts, Contract schedules, Part-time percentages, and Rotations (September 19, v. 2509.17.54): You can now manage Contracts, Contract schedules, Part-time percentages, and Rotations directly from the Web. These features are available in the new "Manage Templates" section of Web People and require special permissions to access.

NOTE These settings remain available in the WFM Admin Client under Options. Rotation restrictions continue to be managed there as well.

Improved filters in Schedules view (September 19, v. 2509.17.54): In Schedules, filters for displaying specific activities, absences, or absence attributes are now always visible. This allows you to set the desired filters before using the main search based on organization or group pages, making it easier and more efficient to find relevant schedules—especially for customers with large agent groups.

Set Rotation restrictions for multiple agents in Web People (September 19, v. 2509.17.54): You can now set Rotation restrictions for one or more agents directly in Web People. By selecting multiple agents and using the Set Rotation action, you can define both the Rotation and the start week for the selected group.

Max activity duration setting behavior update in Activity Requests (September 19, v. 2509.17.54): The Max activity duration field in Activity Requests is now only visible when the Approval Rule is set to something other than Manual Approval. This aligns the visibility of the setting with its actual usage and ensures a clearer user experience.

Enhanced RTA access key configuration (September 18): You can now configure an RTA access key in the WFM settings under Integrations. By setting the RTA access key to match the value used in the Talkdesk connections API header for RTA states, only requests with a matching RTA access key header will be processed. This enhancement improves security and ensures that only authorized requests are accepted, providing better control over integration flows.

Spanish documentation (September 16): The “Display and edit user information” page on the help portal is now available in Spanish: Mostrar y editar la información del usuario.

French documentation (September 16): The “How WFM function permissions work” page on the help portal is now available in French: Comment fonctionnent les autorisations de fonction WFM.

German documentation (September 9): The “Create a skill” page on the help portal is now available in German: Eine Fertigkeit erstellen.

Sessions optimization enhancement (September 8, v. 2509.7.6): You can now select specific agents to include when optimizing Sessions, allowing you to re-optimize only certain days or agents as needed.

Manage master activities in web Scheduling settings (September 8, v. 2509.7.6): You can now manage master activities directly in the Scheduling settings section under WFM settings in the web.

NOTE The same settings are still available in the WFM client options.

Analytics

Expanded language support for AI Analytics features (September 30): AutoQM, Trending Topics, Advanced Sentiment Analysis, and AI Tags (Business Signals) now support all transcription-supported languages. While the UI remains in English, AI outputs will be in the transcription language by default, with an option to view results in English via Task Manager. Unredacted transcriptions in non-English, Spanish, or French will be processed as-is. Availability for future languages will be evaluated as they are added. More information is available here: Localization and supported languages.

NOTE Supported languages include: Arabic, Danish, Dutch, English (AU, UK, SA, US), Finnish, French (CA, FR), German, Italian, Norwegian, Polish, Portuguese, Spanish (MX, EU), Swedish, Malaysian Bahasa, Singapore English.

Transcription redaction available for Enterprise licenses (September 30): Transcription redaction is now supported for Analytics Enterprise and Enterprise Plus licenses, limited to ongoing tasks (not ad hoc). This feature applies to English dialects including Australian, UK, European, and US English, and is supported in the US, Canada, EU, and Great Britain realms. More information is available here: Create Analytics tasks, About Analytics tasks.

Enhancements to Trending Topics (September 1): When a new topic appears on the Trending Topics dashboard, you can now add it as a new topic, merge it into an existing topic, or merge it into a new topic. You can also rename topics and view related topics that co-occur with the topic you are viewing. More information is available here: Monitor Trending Topics.

Write your own prompts for Advanced Sentiment and Trending Topics (September 1): If your organization has the Analytics Enterprise Plus license, you can now configure the prompt that AI uses to identify sentiment or topics in a contact. More information is available here: Create Analytics tasks.

View the history of an Analytics task (September 1): All Analytics tasks now have a History Tracking button that lets you see information about the task, including who last updated it and when. More information is available here: Create Analytics tasks.

Error message when importing duplicate topics (September 1): On the Analytics Task Manager page, if you try to import Trending Topics that have names that match existing topics’ names, the following error message will appear: “You have [number] topics with duplicate names. Please delete these duplicates.”

Insights

Histogram visualization removed (September 24): We’ve removed the histogram due to performance issues and invalid analysis results. This change ensures more reliable reporting and avoids potential misinterpretation of quality data.

Dashboard updates for WFM Forecast and Agent (September 12): The WFM Forecast dashboard in Insights now supports visuals that combine Forecast and Actual values using the Forecast Workload and Queue Statistics dataset. The date parameter used for filtering has been removed to improve dashboard responsiveness. Additionally, the WFM Agent dashboard now uses a dynamic default value for the Agent filter to help restrict access to data based on user context.

Performance optimization for QM Agent Quality Percentage (AQP) dashboard (September 12): We've improved the QM AQP dashboard performance by changing one visual from a pivot table to a table and limiting the date range to the current month.

Improved performance for QM Agent Performance dashboard (September 1): The QM Agent Performance dashboard now responds automatically and filters the data to the person who is viewing it, without requiring the viewer to set a filter manually. Users cannot change that filter to try to view other people’s data.

Resolved issues

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