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
AI Coaching permissions (June 23): We have introduced new permissions to control the visibility and configuration of AI Coaching features in Performance Management.
QM
Custom metadata support for Avaya CMS (June 30): We have added support for syncing custom metadata from Avaya CMS version 21.
Added color by participant role (June 30): We have updated the new media player to display a unique color for each participant role in chat contacts, improving participant identification in the agenda and text map.
Advanced Sentiment enhancement (June 23): We have enhanced the overall sentiment process to support metadata-based conditions. Overall Sentiment now generates sentiment only for contacts that match the metadata criteria configured in the Overall Sentiment task.
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
Schedule Periods management (June 30, v. 2606.16.22): We have introduced web-based management of WFM Schedule Periods, allowing users to create, update, and delete schedule periods directly in the web application. This enhancement streamlines the process of balancing agents' target work time by eliminating the need to navigate multiple login experiences.
External Logons column in People module (June 30, v. 2606.16.22): We have added External Logons as a custom column option in the People module display grid. This enhancement enables users to view external logon associations directly within the grid for improved visibility and access to user information.
PeopleByIdentities API response enhancement (Week of June 29): The PeopleByIdentities API response has been enhanced to include two new properties, Language and Regional format. These properties are now returned as part of the API response.
AllSiteHandler API response enhancement (Week of June 29): The AllSiteHandler API now returns the TimeZoneId associated with a site as part of the response.
Salesforce WFM integration availability (June 26): We have made the standard Salesforce WFM integration available in the self-service portal under WFM settings > Integrations. Users can now access and configure the historical connector (version 2.4.3) and real-time connector (version 2.3.2) through WFM web. More information is available here: Integration settings for Salesforce, Manage WFM integrations.
Predictive actions update (Week of June 22, v. 2606.13.2): We have introduced the new AI-supported Intraday functionality as part of the Workforce Intelligence package. This paid add-on enables users to find and receive recommended actions to help reach targeted goals for the same day. This functionality requires the Intraday Monitor Service level to be enabled.
Intraday goal overview (Week of June 22, v. 2606.13.2): We have introduced a new Intraday functionality that provides a quick overview of whether the targeted service level will be reached on the same day.
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.
Analytics
AutoQM library question update and Standard form update (June 30): We have updated the Customer Effort section weight in the Standard AutoQM form to 15% and the question prompts and examples in the AutoQM library to improve accuracy and increase the F1 score to above 80%.
Analytics task manager update (June 30): We have enabled Metadata support across AutoQM, Trending Topics, Sentiment Analysis, and AI Tags tasks. Users can now configure Metadata as task conditions to filter the contacts being processed.
AutoQM Evaluation Form Manager enhancements (June 30): We have added support for custom metadata questions in the AutoQM form editor. Users can now create and configure questions based on custom metadata fields for AutoQM evaluations.
Custom questions (BYOQ) enhancements (June 30): We have enabled users to embed metadata keys in custom questions. Users can now type the @ sign to insert a metadata key so the question text includes the corresponding contact metadata value during AutoQM evaluations.
Analytics task manager update (June 23): We have removed the Time operator from the Conditions field when configuring Date-type metadata in AutoQM, Trending Topics, Sentiment Analysis, and AI Tags tasks.
Insights
Deprecated recording_event_summary_fact table in Export Service: We have deprecated the recording_event_summary_fact table. Detailed data is now available in recording_event_fact table, and summary data is now available in contact_extended_fact table. For more information, see QM and Evaluations Data Model - Table definitions.
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:
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QM Contacts - SPICE
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QM Evaluations - SPICE
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QM Evaluation Section Scores - SPICE
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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 30 (Build 1374)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
| 1097266 | QM | Interactions | Fixed an issue where the comment time was incorrectly set when users clicked the audio bar to jump to a different timestamp. The comment time now updates correctly as playback continues. |
| 1093228 | QM | Interactions | Fixed an issue where the contact panel and table list displayed different date and time values when reviewing a specific interaction. The system now correctly displays the interaction time in the user’s time zone instead of UTC. |
Week of June 29 (WFM v. 2606.22.1)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
| 1101781 | WFM | Administration | Fixed an issue on the Multiplicator definition sets page where the help documentation link redirected users to a 404-error page. The link now routes users to the correct help page. |
June 23 (Build 1373)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
| 1088268 | QM | Ad-Hoc Task Configuration | Resolved an issue in the Ad-Hoc Task Configuration window where form validation did not properly update when action fields or selected contact lists changed. The fix improves validation behavior, updates error messages based on the current configuration, and allows users to remove ineligible contacts from the task configuration window. |
| 1097160 | QM | Recordings | Fixed an issue where audio files failed to upload when audio redaction failed in certain scenarios. |
Week of June 22 (WFM v. 2606.13.2)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
| 1093144 | WFM | MyTime > Schedules | Resolved an issue in the MyTime schedule view where overtime availability layers could partially obscure work layers when both shared the same start time. Work layers now display correctly on top of overtime availability layers. |
| 1093647 | WFM | MyTime > Schedules | Resolved an issue where users could not cancel an approved full-day absence after trade hours or overtime had been added to a shift, resulting in an error. Approved full-day absences can now be cancelled successfully in these scenarios. |
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. |