January

Product features and enhancements

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

Platform/Suite-Wide

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

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.

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.

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

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.

Insights

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 13

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.