September

Product features and enhancements

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

Platform/Suite-Wide

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

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

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.

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

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

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.

September 19 (WFM v. 2509.17.54)

Behind-the-scenes tweaks and fixes.

September 16 (Build 1317)

Behind-the-scenes tweaks and fixes.

September 9 (Build 1316)

Behind-the-scenes tweaks and fixes.

September 8 (WFM v. 2509.7.6)

Issue	Component	Subcomponent	Issue Description
1017360	WFM	Activity Request	Fixed a bug where adding activities or overtime to segments prevented modifying middle segments.
1017448	WFM	Reports	Fixed a bug where an absence was displayed for both the current and previous teams in Insights.
1015090	WFM	Schedules	Fixed a bug in Web Schedules where adding a full-day absence from a specific time incorrectly extended the absence until 12 PM the next day. The absence now correctly covers only the schedule projection, and if it spans the entire projection, it is added as a full-day absence.

September 2 (Build 1315)

Issue	Component	Subcomponent	Issue Description
1029126	QM	Agent Profile Card	Fixed an issue where agent names and profile cards were not displayed after Data Explorer was shut down. These items are now visible without requiring Data Explorer permissions.
1028200	QM	Associated Call IDs	Resolved a bug where the page went blank when accessing the media player from the Contact Queue by clicking an associated contact link.