June

Product features and enhancements

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

Platform/Suite-Wide

New learning pathway: Configure WFM Settings (June 1): We’ve launched a new learning pathway that provides a complete foundation for configuring and administering Calabrio Workforce Management. This pathway guides users through building the core structure of a WFM environment, including hierarchy, users, and access model, followed by the rule systems that govern agent actions, requests, trades, and notifications. This learning pathway is designed for forecasters, schedulers, and WFM administrators to help create a secure, organized, and scalable WFM setup that supports operational needs. Click here to learn more about the course and register.

Performance Management

Performance Management external data ingestion (June 16): 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

Recording Controls API performance improvements (June 16): We have optimized the Recording Controls API to enable faster processing.

Advanced Sentiment enhancements (June 12): We have updated the overall sentiment prompts to assign neutral sentiment to auto-goodbye, voicemail, and system calls. We have also enhanced the speaker identification model to correct customer and agent speaker swaps.

4K monitor support for screen recording (June 9): We have added support for screen recording on systems using 4K monitors. When a 4K monitor is detected, the system automatically scales down the recording resolution to a maximum of 1920x1080 to ensure recording compatibility.

WFM

Five9 RTA connector update (Week of June 8, v. 2606.1.1): We have enhanced the Five9 RTA connector (version 1.4.9 in CIP) to improve interruption management and ensure sessions are re-established after connectivity failures.

Zero-volume interval processing (Week of June 8, v. 2606.1.1): We have updated intraday reporting and forecasting to process and include zero-volume intervals, so that forecast data aligns with actual activity.

ETL Forecast enhancement (Week of June 8, v. 2606.1.1): We have updated ETL Forecast to support reporting on forecasted staffing needs further in the future after forecasts are created, including updates to forecasted agent values.

Predicted Average Speed of Answer (PASA) system setting (Week of June 8, v. 2606.1.1): We have introduced a new system setting that allows users to configure different maximum calculated PASA values in seconds. This setting is available under Options > System Settings in the Client.

Move Lunch Breaks (Week of June 1, v. 2605.22.39): We have introduced the new Move Lunch/Breaks use case in Agent Assist as part of the Workforce Intelligence package. This paid add-on enables users to modify lunch and break schedules directly within Agent Assist.

Shift Visibility in Agent Assist (Week of June 1, v. 2605.22.39): We have introduced the new Shift Visibility use case in Agent Assist as part of the Workforce Intelligence package. This paid add-on enables users to access shift visibility insights directly within Agent Assist.

Agent Assist efficiency improvements (Week of June 1, v. 2605.22.39): We have reduced unnecessary reconfirmation prompts in Agent Assist to help users complete actions more quickly and efficiently.

Insights

QM SPICE datasets and dashboards availability (June 9): We have made the following Insights datasets that use SPICE for improved performance available to all QM users:

QM Contacts - SPICE
QM Evaluations - SPICE
QM Evaluation Section Scores - SPICE
QM Evaluation Answers - SPICE

In addition, we have made the QM | Random Evaluation Aid - SPICE dashboard available to all QM users and the Analytics | Auto QM Analysis - SPICE dashboard available to all Analytics users. See SPICE-enabled datasets for details.

Streamlined CR Contact Fundamentals dashboard (June 1): We have removed the Time to Answer (s) field and the AVG Speed of Answer (s) formula field and related visuals because data is only populated for those fields in rare cases.

Resolved issues

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

June 16 (Build 1372, WFM v. 2606.12.3)

Behind-the-scenes tweaks and fixes.

June 10

Issue	Component	Subcomponent	Issue Description
1103496	Performance Management	Dashboard > Recent Evaluations	Fixed an issue where the latest evaluation was returned repeatedly for all five recent manual evaluations.

June 9 (Build 1371)

Issue	Component	Subcomponent	Issue Description
1086909	QM	Contact Goals	Fixed an issue where contacts marked for calibration were not being assigned to the Contact Queue in some cases when using Contact Goals.
1098806	QM	TestKPIForm	Resolved an issue where evaluations containing multiple KPI questions did not apply the correct KPI priority order. In some cases, the system used the last question in a section instead of the question with the highest KPI priority when calculating the section score.

Week of June 8 (WFM v. 2606.1.1)

Issue	Component	Subcomponent	Issue Description
1089273	WFM	MyTime > Shift Bidding	Fixed an issue where users could not scroll through all available bid patterns on the Place Bids page when a bid process contained more than 10 unique shift patterns. Users can now scroll through all available bid patterns on the Place Bids page, regardless of how many unique shift patterns a bid process contains.
1088419	WFM	People	Resolved an issue where removing or updating an identity logon for a user did not save correctly, which could prevent the user from logging in. Identity logon changes now save properly and take effect immediately.
1090383	WFM	Shift Bidding	Resolved an issue where the MyTime and Admin screens displayed inconsistent ranked pattern counts for agents assigned to multiple shift patterns during a bid process. Both interfaces now use aligned calculation logic to display accurate, consistent pattern counts.

June 2 (Build 1370)

Behind-the-scenes tweaks and fixes.

Week of June 1 (WFM v. 2605.22.39)

Issue	Component	Subcomponent	Issue Description
1097198	WFM	MyTime > Trade Hours	Configuration settings for "Posting Hours" under Part Day shift trades in WFM Settings were not being applied as expected in the Agent's My Time application. This has been resolved — these settings now reflect correctly.
1083126	WFM	Notification	Users with no associated business units are able to receive notifications as well now.
1091289	WFM	People	"Set Rotation" and "Set Reporting Manager" were controlled only by feature toggles, with no permission checks — inheriting the bulk edit logic designed for optional columns. Added dedicated permission flags requiring to enforce edit-level access.
1088481	WFM	Windows Client > Schedules	The optimization step will now make a "save point" before experimenting with day-off changes for flexible work-time scheduling.