January

Product features and enhancements

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

Platform/Suite-Wide

Salesforce Customer Service native integration with Calabrio (January 13): We integrated Salesforce Cloud native QM with Calabrio to allow users to push their digital contacts, including Email, Chat, SMS, and Social, into Calabrio ONE. This integration improves data availability for Analytics and Calabrio ONE, helping users gain better insights from digital interactions.

Performance Management

Coaching Session approval workflow (January 13): We added a requirement for all Coaching Sessions scheduled via the Coaching Form to receive approval. A new Approval Required tab on the Coaching Landing page shows pending requests. Users with the Approve Coaching Session permission in Calabrio ONE can Approve, Reject, or Cancel requests directly from this tab using a prefilled Coaching Form. Users with the permission can also schedule Coaching Sessions directly without requiring approval.

Coaching Session linking to WFM (January 13): We added options to Link or Not Link Coaching Sessions to WFM. These options appear only for customers with WFM. The system adds Coaching Sessions to the WFM calendar only when you select Link to WFM.

QM

Auto QM enhancements in new Media Player (January 27):

The system now retains the form selection from the Auto QM dashboard when opening the new Media Player.
The new Media Player now supports location updates for Email and Chat contacts, correctly updating and reflecting location information for these interactions.

Media metadata management in new Media Player (January 27): We added support for viewing and editing media metadata directly within the new Media Player, allowing users to access key metadata fields and make updates without leaving the player, improving workflow efficiency and reducing the need for external tools.

Contact Actions in new Media Player (January 27): We added Contact Actions to the new Media Player, allowing users to mark contacts for Training or HR directly from the player. This enhancement streamlines review workflows by enabling quick action without leaving the Media Player.

New Media Player SMS/Text support (January 27): We updated the new Media Player to support SMS/Text contacts, enabling users to handle text-based interactions within the player.

Audio redaction for Transcription Redaction add-on (January 12): We added an optional add-on to Transcription Redaction that lets users redact the same fields in the corresponding audio file that were redacted in the transcript. The system inserts a beep tone in the audio file where the redacted fields occur.

New learning pathway: Supervisor Essentials (January 8): We’ve launched the initial phase of the Supervisor Essentials: Managing Performance and Coaching Effectively learning pathway to help supervisors and managers leverage Performance Management to configure team metric benchmarks, track performance, and drive effective coaching. While the full pathway will include six videos, we’re releasing the first three now to provide valuable information and insights that help you get started sooner. Click here to explore the course.

AutoQM library question cleanup (January 9): We removed two AutoQM library questions that were added in December 2025 because they duplicated existing questions in the library. The removed questions are:

Did the customer have to repeat themselves to convey their issue or provide the same information to the agent multiple times?
Did the customer express frustration with the agent?

Live Monitoring primary screen selection (January 5): We added the ability to select and enlarge a primary screen when monitoring agents with multiple screens. You can easily switch between screens during monitoring. This feature requires Smart Desktop version 11.0.2.1334 or newer.

WFM

Predicted Average Speed of Answer (PASA) output standardization (January 15, v. 2601.14.9): We are improving PASA output in the Client to provide reliable values instead of placeholders like (-1), -0,001, 59:59, or NaN (Not a Number). This work will continue during the first months of 2026 to ensure clearer PASA visibility.

Web Schedules optional column filtering (January 15, v. 2601.14.9): Filtering based on optional columns in Web Schedules now returns values only for users who are active for the selected date.

Periodization enhancement in Web module (January 9, v. 2601.4.5): We introduced the following Periodization enhancements in Web > People module to improve flexibility, visibility, and schedule optimization:

We made the user’s current schedule period available in the custom tab within the Web > People module, improving visibility directly from the web interface.
We added an auto-adjust feature that optimizes schedule period targets for agents based on forecasting and staffing needs.
We made the outer period time range flexible, allowing users to select any start and end date.

Analytics

Conversation topic name updates in Trending Topics (January 31): We updated the system topic names for invalid transcripts. The system now labels conversations with fewer than two messages as One-Message Conversation and conversations that last less than 30 seconds as Very Short Conversation. We also updated conversations with no recognized topic to display No Recognized Topic instead of N/A.

Analytics licensing enhancement (January 20): We improved license management for Analytics. The system now replicates existing role-license-permission mappings to the new license and automatically disables permissions not supported by the license. It does not assign any new or unrelated permissions beyond what was previously configured. This improvement ensures smoother license transitions and applies specifically to users who are upgrading or downgrading their Analytics license, with broader product support to be evaluated separately.

Insights

New fields added to WFM datasets (January 28): We added a new Skill Target Type field (with values SL-based skill or ASA-based skill) to the following datasets:

WFM Agent Skills
WFM Agent Skills (Group Pages)
WFM Forecast Skill vs Schedule
WFM Forecast Workload and Queue Statistics.

We also added Predicted ASA (s) and Predicted ASA incl Shrinkage (s) fields to WFM Forecast Skill vs Schedule and WFM Forecast Workload and Queue Statistics. These fields provide users with more detailed insights into forecasted performance and skill-level targets.

New permission: Use As Sharing Group (January 27): You can now add "Use As Sharing Group" permission to any Role with an Insights Reader or Author license. Once the permission is applied, a new Sharing Group named "<RoleName>-SharingGroup" is automatically created, including all current users assigned to that Role. Users with the Insights Share Content permission can then share Dashboards and Analyses with the group, making collaboration easier and helping ensure content reaches the right people. Changes may take about an hour to update across the system. More information is available here: Manage roles and permissions for QM, Analytics, Insights, and Performance Management.

New fields for WFM forecast reporting (January 20): We added three new fields to WFM forecast reporting: Predicted ASA, Predicted ASA with Shrinkage, and Skill Target Type. These fields provide more detailed insights into forecasted performance and skill-level targets.

Insights role permissions (January 12): We've added new permissions to give role administrators more control over which records roles they can see in Insights.

Show My Records: Users with this permission can view records directly associated with their user.
Show Application Scope Records: Users with this permission can view records associated with their Teams and Groups.

Both permissions are assigned by default to all Insights-licensed roles, maintaining the same behavior as before. Users with only the Show My Records permission will see only their own records when viewing Insights content. For more information, see Manage roles and permissions for QM, Analytics, Insights, and Performance Management.

Customer Sentiment renaming in datasets (January 6): We renamed all instances of User Sentiment to Customer Sentiment in the Sentiment Details dataset and in the Sentiment Overall folders across 13 related datasets.

Resolved issues

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

January 27 (Build 1343)

Issue	Component	Subcomponent	Issue Description
1073511	QM	Media Player	Fixed an issue where Auto QM cache caused unexpected behavior when switching from the classic Media Player to the new Media Player.

January 20

Issue	Component	Subcomponent	Issue Description
1074345	Insights	Dashboards	Fixed an issue on the QM \| CR Contact Fundamentals dashboard where the Talk Time(s) calculated field used invalid NULL equality syntax. The calculation has been updated to ensure correct behavior in Insights.
1074309	Insights	Dashboards	Fixed an issue where Insights Readers could not see embedded dashboards in scheduled emails.

January 15 (WFM v. 2601.14.9)

Issue	Component	Subcomponent	Issue Description
1070167	WFM	Schedules	Fixed an issue where activity start time displayed in European format while the end time displayed in AM/PM format. The system now applies the current local time format consistently.
1067861	WFM	Schedules	Fixed an issue where start and end labels did not update visibility when selecting or deselecting Shifts due to a missing cache key.

January 13 (Build 1341)

Issue	Component	Subcomponent	Issue Description
1059362	QM	Recordings	Fixed a bug where audio recordings using the EOPUS format were encoded as Stereo instead of Mono.
1058894	QM	Screen Recordings	Resolved a timing issue when Smart Desktop starts without a cached configuration for Chunk recording, which previously caused Screen Recordings to be lost.

January 9 (WFM v. 2601.4.5)

Issue	Component	Subcomponent	Issue Description
1030915	WFM	People	Fixed an issue where agent names were removed from the People module when agents were termed in WFM.

January 6 (Build 1336)

Issue	Component	Subcomponent	Issue Description
1063703	QM	Trending Topics	Fixed an issue on the Trending Topics dashboard where users could not edit a topic name, add to an existing topic, or merge topics, even when the exact name did not exist in the system, including the Other category. The system now allows these actions correctly.