July

Product features and enhancements

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

Performance Management

Performance Management external data ingestion (July 20): We updated Performance Management to allow users to enhance performance analytics by ingesting external data. The metrics supported in this phase are:

• First contact resolution

• Time to resolution

• CSAT

• NPS score (standard NPS score)

• Recommendation score (part of NPS)

• Sales conversions linked to an agent interaction

QM

Added N/A option for BYOQ questions (July 21): We added an N/A option for BYOQ questions when a metadata key is included in the question title. Users can enable the N/A option while creating a BYOQ.

Print option in new media player (July 21): We added a Print option to Auto QM evaluations in the new media player.

Enhanced UCCE and UCCX ACD user sync process (July 7): We have updated the UCCE and UCCX ACD user sync process to take no action when a user sync returns an empty user list. The system now deactivates users only after three consecutive user syncs return an empty agent list.

WFM

Cisco WxCC QBR connector update (July 17, connector v. 2.10.2): We have updated the Cisco WxCC QBR connector to fix an issue where Answered within Service Level displayed a value greater than Offered Contacts or Answered Contacts. Refer to the data mapping section in the Cisco Webex Calling integration guide for the updated formula.

Copy and paste in web schedules (Week of July 6, v. 2607.1.17): We have added the ability to copy a schedule and paste it to one or multiple dates and to other agent schedules. Users can perform this action from both the Day view and the Weekly view.

NOTE   This feature is being rolled out in phases and will become available to all customers in a future release.

Analytics

Enhanced AutoQM library question prompts (July 14): We have enhanced the question prompts for the retention_business and introduce_product library questions in AutoQM.

Genie Bot integration in Trending Topics (July 14): We have introduced the Genie Bot integration within Trending Topics to help users quickly understand their top trends. This feature requires a Genie Bot or Genie Bot Max license, View Genie Bot or View Genie Bot Max permission, and Genie Bot provisioning. Contact your Calabrio Account Manager for more information.

Resolved issues

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

July 28 (Build 1379)

Issue	Component	Subcomponent	Issue Description
1104608	QM	Contact Queue	Fixed an issue where ad hoc contact goal types were removed from the Contact Queue after their due date passed, even when the goal had not been completed.

July 21 (Build 1378)

Issue	Component	Subcomponent	Issue Description
1104745, 1104087	QM	New media player	Fixed an issue where the Evaluation State, Evaluator Name, and Evaluated Date fields did not update correctly when an user took ownership of an evaluation processed through the new media player.
1103240	QM	New media player	Fixed an issue where the new media player timer did not advance when playback started from the Interactions page and did not update when users moved the slider forward or backward within screen/audio and screen-only recordings.
1085572	QM	New media player	Fixed an issue where phrase hit highlighting did not display in the new media player.
1103244	QM	New media player	Fixed an issue where audio did not start automatically when playing a recording with screen capture in the new media player from the Interactions page.
1102181	QM	New media player	Fixed an issue where call recordings froze after a few seconds during playback in both media players.

Week of July 20 (WFM v. 2607.14.48)

Issue	Component	Subcomponent	Issue Description
1109132	WFM	Requests > Absence Requests	Fixed an issue where cancelling a consecutive full-day absence request of the same absence type incorrectly affected adjacent full-day absence requests.
1110593	WFM	Requests > Absence Requests	Fixed an issue where approvals did not apply the configured minimum duration and increment values when Auto grant was set to Deny.

July 14 (Build 1377)

Behind-the-scenes tweaks and fixes.

July 13

Issue	Component	Subcomponent	Issue Description
1102199	Performance Management	AI Coaching	Fixed an issue where the monthly progress bar in the "Coaching Recommendations" section displayed zero values when the AI Coaching feature was enabled.

July 7 (Build 1376)

Behind-the-scenes tweaks and fixes.

Week of July 6 (WFM v. 2607.1.17)

NOTE   This fix has been deferred and will be included in a future release.