April

Product features and enhancements

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

WFM

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

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 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.