March

Product features and enhancements

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

Platform/Suite-Wide

Lucene version upgrade ( GovSuite only, March 31): We upgraded the Lucene version from 7.5 to 8.10 to resolve known CVE and security vulnerabilities.

Performance Management

Performance Management external data ingestion (March 31): 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

Performance Management filter update (March 25): We added filters on the Performance Management home page so you can now filter data by group and team. The MyTime schedule widget is not affected by your filter selection.

Coaching session override update (March 24): We updated the system to display a confirmation modal when you schedule a coaching session on an activity marked as non-overrideable. The message now reads: You're about to override the [Activity Name] activity, which cannot be usually overridden. You can then choose to cancel and pick a different date or click override to proceed.

Product terminology update (March 4): We renamed Smart Coaching to Auto Coaching across the Calabrio ONE.

QM

New QM Intelligence license launch (March 31): We introduced a new QM Intelligence license as a standalone, comprehensive Quality Management solution, the included features are:

Full standard QM feature set
Existing QM Data License features
Auto QM Standard Form
Auto QM Question Library (BYOQ)
Transcription
Interaction summary
Advanced sentiment
Support for human and AI agents
Analytics Essentials features (excludes Analytics features such as Transcription Redaction, Desktop/Text Analytics, PES/PNPS, and phrases)

Not included:

Omni Agent Intelligence dashboard
Text Analytics
Administer or view permissions for Desktop, Speech, Text, Predictive Analytics, and Analytics Phrases
Enterprise-level transcription features such as redaction

Standard Evaluation Form update (March 31): We updated QM forms to allow users to add up to 6 sections (increased from 5), with a maximum of 25 questions across all sections.

Empathy question prompt update (March 24): We updated the prompts for two Empathy questions to improve the accuracy of AI responses. The updated questions are:

Did the agent express empathy and provide reassurance to the customer?
Did the agent express empathy at the right time and appropriate to the emotions shared by the customer?

Updated call recordings for agents (March 24): We updated call recordings so that all consulted participants in a call are now listed as separate contacts, each with their own associated screen recordings.

Styling updates for Contact Queue pages (March 24): We updated the styling on the Contact Queue and Contact Queue Administration pages for an improved and more consistent user experience.

Self-Approve Contact Evaluation permission update (March 17): We updated the "Self-Approve Contact Evaluation" permission to allow the original evaluator to also be the "Approver" on an evaluation.

KPI dashboard filter update (March 4): We updated the filters in the KPI dashboard to use the new multi select tree drop-down.

WFM

Average Speed of Answer (ASA) forecasting update (March 24, v. 2603.24.28): We updated ASA in WFM to improve planning accuracy, enhance trust in forecasts, and better align with how businesses measure user experience.

Intraday re-forcasting update (Week of March 23, v. 2603.15.1): We enabled users to take staffing decisions based on re-forcasted agents. This update uses the latest intraday inputs to refresh agent forecasts, helping users make more accurate and timely staffing decisions during the day.

UI enhancements in the RTA configuration web (Week of March 16, v. 2603.9.1): We've introduced several usability improvements in the State groups and Rule mappings tabs:

State groups are now sorted in alphabetical order.
When users click Save in the State groups tab, the not defined state group is converted to ungrouped states in the Rule mapping tab.
Hovering over a state in the State groups tab now displays the state code.
In the Rule mappings tab, users can copy and paste rules across multiple cells.

Notification settings update (Week of March 16, v. 2603.9.1): We updated the Recipients section of Notification settings to hide built-in roles.

Upcoming cloud infrastructure update for WFM: We are making an improvement to Calabrio’s cloud infrastructure to enhance the security, performance, and reliability of our WFM platform.

IMPORTANT Action required for customers who meet the following conditions. If you have a private end point and your organization uses CRA and/or Teleopti Log Server (TLS) to connect directly to Calabrio databases, this change could affect your Calabrio database integrations. This message is informational for you, but the required change must be completed by your IT/security/network team, not typical end users or admins. The change should require less than 30 minutes of work. To make this easy, you can access the short technical instructions here: Action required: WFM Database Connectivity. The required action must be completed by April 5, 2026.

RTA configuration in web (Week of March 9, v. 2603.2.37): RTA configuration is now available in WFM Adherence web, giving users a streamlined way to manage RTA settings. As part of this update, we deactivated RTA configuration in the Windows Client to reduce duplication and simplify administration. Users can now configure a single state group for logged-out states and define a default state group for new or ungrouped states, helping ensure consistent and easier state management. More information is available here: Manage state groups on the web, Manage adherence rules on the web, Manage rule mappings on the web.

Predicted ASA in client scheduler (Week of March 9, v. 2603.2.37): Added support to display Predicted Average Speed of Answer (ASA) directly in the client scheduler, allowing users to view ASA within the scheduling view.

Schedule navigation improvement (Week of March 9, v. 2603.2.37): We updated the Week view in Schedules web so that when a user clicks a day number, the system redirects them to the day view with the filters applied.

Budget group allowance management in web module (Week of March 9, v. 2603.2.37): We introduced the ability to manage Budget group allowances directly in WFM web, enabling users to configure absence allowance overrides without logging in to the WFM client. More information is available here: Create allowance for absence requests in the web.

Analytics

Updated Advanced Sentiment (March 10): We refined Advanced Sentiment to improve how the system handles false negative sentiment for customer speakers. This update reduces overly sensitive negative sentiment detection and more accurately predicts neutral sentiment in cases that were previously misclassified as negative, particularly for customer speakers.

Insights

DX on-premises configuration update (March 31): We updated the DX installer to improve handling of configuration files for Docker containers. Configuration files are now managed on the manager node and no longer need to be copied or manually synchronized on the worker nodes.

QM | Random Evaluation Aid - SPICE dashboard (March 30): We introduced the QM | Random Evaluation Aid - SPICE dashboard in the Insights Labs folder. This dashboard is a replica of the existing stock content version and uses a SPICE (Super-fast, Parallel, In-memory Calculation Engine) - enabled QM dataset to deliver faster performance. It includes up to 91 days of data for improved reporting. Contact your Calabrio representative if you want Insights Labs feature enabled.

WFM | Agent Dashboard - SPICE update (March 16): We introduced the WFM | Agent Dashboard - SPICE in the Insights Labs folder. This dashboard uses SPICE (Super-fast, Parallel, In-memory Calculation Engine) - enabled WFM datasets to deliver faster performance and includes up to 91 days of data for improved reporting. Contact your Calabrio representative if you want Insights Labs feature enabled.

Resolved issues

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

March 31 (Build 1357)

Issue	Component	Subcomponent	Issue Description
1081622	QM	Dashboard	Fixed an issue in Avaya network recording environments where the Primary CTI Signaling Service stopped recording configured devices after reconnecting with the Backup service. This fix now ensures recording resumes as expected without requiring a service restart.

March 24 (Build 1356)

Behind-the-scenes tweaks and fixes.

Week of March 23 (WFM v. 2603.15.1)

Issue	Component	Subcomponent	Issue Description
1066973	WFM	Overtime Requests	Fixed an issue where Overtime requests were not visible to certain authorized user roles when searching or reviewing requests. The system now correctly displays Overtime requests based on role permissions, allowing supervisors and administrators to reliably locate and review request records.

March 20 (Build 1354)

Issue	Component	Subcomponent	Issue Description
1061172	Analytics	Analytics Dashboard	Resolved an issue where data such as Phrase Hits did not appear in the Analytics dashboards.

March 17

Issue	Component	Subcomponent	Issue Description
1082508	Insights	Dashboards	Fixed an issue where the Agent filter in the Scheduled Time tab of the WFM \| Fundamentals - Forecast, Schedule and Service Level dashboard filtered by Person Email instead of Person Name.

Week of March 16 (WFM v. 2603.9.1)

Issue	Component	Subcomponent	Issue Description
1079836	WFM	Notification	Fixed an issue where the Notify Agent feature in the Windows client scheduler returned an application error during schedule optimization. The system now completes schedule optimization without triggering an error.
1079548	WFM	Reports	Resolved an issue where undoing an activity deleted the specialist’s entire schedule instead of removing only the selected item. The fix ensures the undo action reverts only the intended change and preserves the rest of the specialist’s schedule.
1058640	WFM	People	Fixed a bug where deleting content from optional columns in the web did not save the update. This update ensures that users can delete existing content from optional columns and save the changes successfully.

March 10 (Build 1353)

Issue	Component	Subcomponent	Issue Description
1067059	QM	Contact Goal Administration	Fixed a bug in the contact goal creation process where toggling between the "match any" and "match all" classifier option would prevent the save button from being enabled.

Week of March 9 (WFM v. 2603.2.37)

Issue	Component	Subcomponent	Issue Description
1079841	WFM	Absence Planning	Fixed an issue that caused the Vacation Planning Pro Fetch Agents feature's pagination to not function correctly. When more than 100 agents were fetched and pagination appeared at the bottom of the screen, users could not select additional pages (for example, pages 2, 3, 4, 5, etc.). With this fix, administrators will be able to view the next set of agents when they click on the paginator while adding agents in a vacation bid process
1070856	WFM	Requests	Fixed an issue where certain agents could not view or schedule overtime past 6:00 PM on specific days, such as Fridays, even when valid overtime hours were available. The system previously validated Site Open Hours using the UTC date instead of the agent’s local time zone. The system now uses the agent’s local time zone to validate the day of week correctly.
1080074	WFM	Requests	Fixed an issue where users could not apply for overtime requests or swap shifts when Absence Request permissions were disabled.

March 4 (Build 1350)

Issue	Component	Subcomponent	Issue Description
1061314	QM	Interactions	Fixed an issue on the Interaction Search page where the page displayed blank when a user’s last executed search used the custom data filter with a custom metadata field that had been deleted. The system now loads the page correctly even if the previously used custom metadata field no longer exists.