April

Product features and enhancements

We added these new features and enhancements to Calabrio ONE in April 2026.

Performance Management

KPI dashboard update (April 8): We updated the filter defaults for Group, Team, and Agent drop-downs to display "All" as the default option.

QM

Modernized media player UI (April 29): We have updated the media player with a modernized interface aligned with the design of Auto QM and Trending Topics. This update improves the user experience, highlights AI-driven insights, and reduces the effort required to analyze interactions, helping drive adoption of AI capabilities and improve analyst efficiency.

Updated overall sentiment processing for digital contacts (April 21): We have updated the overall sentiment processing implementation for digital contacts to ensure it only processes supported contact types. This prevents errors and improves system stability.

Non-call contact support in media player (April 21): We have enabled support for non-call contacts within the new media player. Non-call contacts now display correctly, ensuring a consistent and improved user experience across both call and non-call contact types.

Accurate agent mapping and improved data retrieval (April 14): We have improved agent mapping and data accuracy across conversations to ensure users see correct agent information consistently. The system now displays accurate agent IDs and names to improve reliability across workflows. We have also enhanced data retrieval across all dashboards to ensure more precise and user-specific results, improving overall consistency and relevance of displayed information.

WFM

Workflow Control Sets in web module (Week of April 13, v. 2604.7.11): We have moved Workflow Control Sets from the WFM client to the web, porting over all existing configuration, enabling users to better and more effectively manage Workflow Control sets and the different parameter profiles associated to them. More information is available here: Manage workflow control sets in the client.

Summary skill Predicted Average Speed of Answer (PASA) and Predicted Abandon Rate (PAR) display improvements (Week of April 6, v. 2603.28.5): We updated the summary skill view for users to refine how PASA and PAR display. The system now:

• Displays ASA in seconds across all views

• Limits the maximum displayed ASA to one interval length, including Classic SL

• Removes the PASA row for backoffice skills in all views

• Does not display PASA for a summary skill when a backoffice skill is selected

For more information, refer to Understand the result table parameters.

New page for viewing Forecasts on the web (Week of April 6, v. 2603.28.5): We have introduced a new page to view forecasts with an enhanced chart and workload and skill grid viewing at different zoom levels, providing a similar viewing experience to the WFM client. This enhanced forecast page will not replace the current forecast page. Editing capabilities will be added in a future release. More information is available here: View forecasts in the web.

Insights

WFM SPICE dataset (April 22): We have published SPICE versions of three WFM datasets to the WFM shared folder in Insights. These datasets include WFM Agent Queue Stats - SPICE, WFM Adherence - SPICE, and WFM Scheduled Agent Time - SPICE. These are now generally available and no longer require access to Insights Labs.

WFM | Fundamentals - Requests dashboard (April 8): We introduced the WFM | Fundamentals - Requests dashboard. This dashboard reproduces the WFM Report Requests per Agent and uses the newly added WFM Requests dataset.

New fields for multi‑ACD reporting & AutoQM support (April 1): We have updated Insights datasets to improve support for AutoQM and reporting across multiple ACD systems. These changes apply to datasets that include Contact folders.

New fields (in Contact folder)

• Channel

• ACD ID

Updated fields (in Contact folder)

• Recording Type ID is now Recording Type

Renamed fields (in Person folder)

• ACD ID is now ACD ID (Legacy) (this field is deprecated and should no longer be used)

• ACD Login ID is now CWFM ACD Login ID (updated to reflect its CWFM origin)

These changes improve accuracy and flexibility when analyzing agent activity across multiple ACD systems. For more detailed field definitions, see Contact AI Tags dataset.

Insights Labs folder access control (April 1): We added the ability to grant access to roles for the Insights Labs folder. New and experimental content will be introduced in this folder before general availability. Contact your Calabrio representative if you want this feature enabled.

Contact-related datasets fields update (April 1): We added new Channel and Recording Type fields to contact-related datasets.

Resolved issues

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

April 28 (Build 1362)

Behind-the-scenes tweaks and fixes.

Week of April 27 (WFM v. 2604.21.1)

Issue	Component	Subcomponent	Issue Description
1086207	WFM	People	Fixed an issue where the system displayed 12:15 AM instead of 12:15 PM after users created and saved a rotation with early and late start times set to 12:15 PM. The system now correctly preserves the configured start times when users revisit the rotation.
1087462	WFM	RTA	Fixed an issue in the Adherence module where the system kept the clear (“X”) indicator visible after users selected a skill in the skill selection field, causing it to remain fixed while scrolling and overlap content in the agent grid further down the page.
1086907	WFM	Shifts	Fixed an issue in the web version of Shift Bags where users could not reorder activities in a rule set without first making changes to one of the lines.

April 21 (Build 1361)

Issue	Component	Subcomponent	Issue Description
1074776	QM	Contact Goals	Fixed an issue with cloning contact goals that prevented them from being deactivated. This fix ensures contact goals can now be deactivated successfully.
1080193	QM	Evaluation Forms	Fixed an issue that caused imports of evaluation forms to fail. The system now processes evaluation form imports successfully.

Week of April 20 (WFM v. 2604.14.29)

Issue	Component	Subcomponent	Issue Description
1080647	WFM	API	Fixed an issue where shift swap information was incorrectly identified in schedule details for one customer. SWAP hours are now accurately limited to the intended time range, and regular and additional hours are correctly classified. Timesheet generation now reflects the true breakdown of worked and swapped time, ensuring accurate distinction between swapped and non-swapped shifts.
1071430	WFM	Shift Bidding	Fixed an issue where terminated agents and unused staff groups appeared in shift bidding, web schedule exports, and drop-down selections. The system now displays only active and valid users across scheduling workflows, improving data accuracy and user experience.
1058111	WFM	Shift Trade Requests	Fixed an issue where shift trade requests crossing a week boundary were not properly evaluated against minimum weekly rest rules. Shift trades are now validated across all impacted days, including adjacent weeks. Requests that violate the configured weekly rest requirement will no longer be auto-approved and will instead be routed for supervisor review.

April 14 (Build 1360)

Issue	Component	Subcomponent	Issue Description
1084991	QM	Evaluations	Fixed an issue that caused evaluation approvals to fail in some circumstances. This fix ensures the system now processes evaluation approvals successfully.

Week of April 13 (WFM v. 2604.7.11)

Issue	Component	Subcomponent	Issue Description
1077925	WFM	People	Fixed an issue where agents without an existing personal account could not create a Personal Account on the web. This fix ensures agents can now create personal accounts successfully.

April 7 (Build 1358)

Issue	Component	Subcomponent	Issue Description
1075876	QM	Evaluations	Resolved a bug that prevented evaluations from saving completely when they were associated with a contact goal and another user attempted to make changes to the evaluation.

Week of April 6 (WFM v. 2603.28.5)

Issue	Component	Subcomponent	Issue Description
1082186	WFM	Absence Planning	Fixed an issue under the Vacation Change tab where pagination did not display all agents across selected sites. This fix ensures the system now shows all agents with the correct number of pages.
1080678	WFM	Shift Trade Request	Fixed a timezone-sensitive date boundary issue in the full-day Shift Trade Request flow that caused schedules to appear empty on the final published day for agents in negative UTC time zones. Agents can now view schedules through the last date configured in Publish schedules to (include preference period) in Workflow control sets > Scheduling > Basic.
1081158	WFM	Security update	Addressed a vulnerability in authentication-related endpoints that could allow unintended script execution under specific conditions.