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 Scheduled tabs and Session Card update (February 19): We introduced the following updates to the Coaching module:

Updated tags in Coaching Scheduled tabs

  • The system now displays Manually Scheduled for sessions created manually.

  • The system displays Auto Scheduled for sessions created by Smart Coaching.

New Scheduled by field in Session Cards

  • Admins and Coaches can view who scheduled the session.

  • For manually scheduled sessions, the system displays the name of the user.

  • For auto-scheduled sessions, the system displays the rule name.

  • Admins can access the Smart Coaching rule directly through a link in this field.

Team Schedule in Performance Management (February 17): We introduced the Team Schedule feature in Performance Management, enabling supervisors to access team scheduling information directly within the module. Supervisors can use links from Team Schedule to access advanced scheduling functionalities in WFM MyTime.

Configurable KPI visibility (February 17): We introduced a configurable setting that allows administrators to control KPI visibility. Administrators can now define whether users can view:

  • Team-level aggregate KPIs only

  • Both Team-level and Group-level aggregate KPIs

  • Personal scores

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

QM

Language support for Interaction Summary and Phrases (February 26): We enabled Greek, Hungarian, and Czech languages for Interaction Summary and Phrases in chat and email.

New media player updates (February 24): We introduced the following updates as part of the new media player enhancements:

  • Added support for the Screen Only contact type.

  • Released Screen Capture support.

  • Released the Desktop Panel.

  • Released Audio and Screen Capture events.

  • Hid the switch to new media player button on the old media player in split mode.

Auto QM layout update (February 24): We enhanced the Auto QM layout in media player by adding the selected option percentage at the question level, improving readability in the user interface.

New Contact Handled metrics (February 18): We introduced two new metrics, Total Contacts Handled and Contact Handled Average. These metrics count the number of contacts created in Calabrio ONE for each agent.

Contacts Handled metrics enhancement (February 17): We introduced Contacts Handled metrics with QM as a source, in addition to WFM. This enhancement adds the new Total Contacts Handled and Average Contacts Handled metrics, enabling reporting across both QM and WFM.

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

Multiplicator management in Web module (Week of February 23, v. 2602.17.4): We introduced the ability to Manage multiplicators and Multiplicator definition sets directly in WFM Web, enabling users to configure extra payments for shift allowances and overtime without logging in to the WFM client. More information is available here: Manage multiplicators and definition sets in the web.

DES output date format update (Week of February 16, v. 2602.11.49): We updated the DES result CSV output to support ISO 8601 date and time formatting. When the setting Use ISO 8601 as dateTime format in result is set to true, the system outputs datetime values in the format yyyy-MM-ddTHH:mm:ss. In addition, the system no longer generates empty files. When there is nothing to export, it does not create zip files in the S3 bucket.

Amazon Connect SAR updates (February 12): We updated the Amazon Connect integration (version 1.8) to improve data handling and flexibility. Key updates include:

  • Kinesis Data Firehose now saves CTR, AgentEvent, and ContactEvent records directly to the S3 bucket.

  • Resend Lambda is replaced with a Lambda that sends data to WFM historical data endpoints.

  • Added support for Private CA certificates.

  • Lambda can send data to endpoints using custom ports and private DNS names.

Please refer to the Amazon Connect integration guide for more details.

Hold Time and Completed Contact update in RingCX integration (February 11): We enhanced the RingCX integration to improve historical data accuracy and reporting. This update is only applicable for customers integrated with v3 of the RingCX APIs. The integration now:

  • Calculates Hold Time as part of Contact Time.

  • Converts Hold Time from milliseconds, as provided by RingCX APIs, to seconds before displaying it in WFM.

  • Collects Completed Contacts, now available through RingCX APIs, into the completedContacts field in WFM queue statistics.

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

Task Manager Operator update (February 24): We renamed the Includes operator to Starts with in Task Manager for all Contact Types.

New language support (February 24): We added support for four new languages, Turkish, Filipino, Thai, and Bahasa, in AutoQM, Trending Topics, Sentiment, and AI Tags task managers.

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

Sharing Groups permission update (February 16): We updated Sharing Groups permissions based on users’ assigned roles when they access Insights, ensuring their permissions reflect their current role configuration.

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 24 (Build 1349)

Issue

Component

Subcomponent

Issue Description
1074779 QM Contact Goals Fixed an issue where classifiers on Contact Goals were not copied when cloning a goal. The system now correctly copies classifiers to the cloned goal.

Week of February 23 (WFM v. 2602.17.4)

Issue

Component

Subcomponent

Issue Description
1058073 WFM Absence Requests Fixed an issue where approvals were tracked inconsistently, which caused discrepancies between minutes and headcount calculations. The system now updates both values simultaneously to ensure accurate and consistent tracking across budget groups.
1078580 WFM Windows Client Fixed an issue where users could only select the first absence type in the drop-down when adding a new rule in Workflow Control Set. Users can now select any available absence type as expected.

February 17 (Build 1348)

Behind-the-scenes tweaks and fixes.

Week of February 16 (WFM v. 2602.11.49)

Issue

Component

Subcomponent

Issue Description
1077354 WFM ChatBot Fixed an issue where Agent Assist did not support absence types with an open period that started and ended on the same day. Agent Assist now correctly supports these absence types.
1054911 WFM People Fixed an issue where the Calabrio Client crashed sporadically during copy and paste operations. Added a retry mechanism to improve handling of the remote desktop clipboard and ensure more reliable operation.
1059651 WFM Schedules Fixed an issue where forecasted agent counts for Back Office and Email channels did not match between the Forecast and Schedule modules at the interval level. The system now shows consistent forecasted agent values across both modules throughout the day.
1067006 WFM Schedules Fixed an issue where scheduling with hourly availability did not generate complete schedules due to an error in the minimum calculation. The system now generates complete schedules without requiring multiple runs for the same agents.

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.