February

Product features and enhancements

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

Platform/Suite-Wide

Transcription Search retirement (February 3): We fully disabled access to Transcription Search, which was retired and removed from the Navigation menu in November 2024. You can now no longer access this feature via direct link or bookmark.

Performance Management

Coaching session cleanup (February 5): We updated the system to automatically delete rejected or expired coaching sessions that are older than 30 days.

QM

New media player help page (February 10): The new media player help page is now available, enabling you to find guidance on using media player features and controls. For more information, go here: Play contacts with the new media player.

WFM

Agent Assist launch (Week of February 2, v. 2601.28.2): Agent Assist is now available, allowing you to access the virtual assistant directly within Calabrio WFM. More information is available here: About Agent Assist.

Reporting for monthly usage tracking (Week of February 2, v. 2601.28.2): We introduced the AI Actions Usage report to help users track monthly usage. This report provides better visibility into AI action consumption and supports monitoring and planning activities.

User session maintenance and AI Actions quota handling for Agent Assist (Week of February 2, v. 2601.28.2): We updated user session maintenance for Agent Assist and applied pooled AI Actions quotas across users, with each session supporting up to eight messages. This ensures inactive user sessions are reliably terminated, immediately freeing Calabrio WFM licenses for active users, maintaining accurate license utilization metrics, and preventing over-consumption.

Schedule navigation improvement (Week of February 2, v. 2601.28.2): We updated the Week view in Schedules Web so that when a user clicks a day number, the system redirects them to the day view with the filters applied.

Analytics

Analytics UX enhancement (February 4):

We introduced call-in and call-out numbers as additional metadata within the Analytics Task Manager, enabling users to filter and group interactions with greater precision.
We added Email To/From and Email Subject filters to the Task Manager, allowing users to refine their search and focus on relevant email interactions.
We added a Sentiment filter for Agent and Customer on the interaction page, helping users navigate and identify targeted interactions more efficiently.

Insights

Data Export Service CloudFormation update (February 10): We've updated the CloudFormation template for new deployments to improve security and simplify configuration. The template now selects a default value for the Calabrio AWS Account ID and requires a Calabrio-provided External ID. Users with the existing deployments are encouraged to reach out to their Calabrio support representative to apply the updated CloudFormation template. For more information and detailed steps, refer to Set up Insights Data Export Service.

Resolved issues

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

February 10 (Build 1347)

Issue	Component	Subcomponent	Issue Description
1078031	Insights	Dashboards	Fixed an issue in the WFM Fundamentals - Agent Performance dashboard where the Ready Time Adherence per Agent / per Day sheet did not sort the 15 minute interval in ascending order. The system now sorts the 15 minute interval in ascending order.

February 3 (Build 1345)

Behind-the-scenes tweaks and fixes.

Week of February 2 (WFM v. 2601.28.2)

Issue	Component	Subcomponent	Issue Description
1073313	WFM	Intraday	Fixed an issue where Volume and other attributes displayed multiple digits after the decimal in the Intraday module. The system now shows one digit after the decimal, consistent with the previous behavior in the Incoming traffic and Performance tabs.
1058907	WFM	Schedules	Fixed an issue where the WFM Adherence Details dataset did not always reflect retrospective schedule changes. The system now correctly updates adherence data in Insights reporting, ensuring accurate WFM reporting.