May

Product features and enhancements

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

Performance Management

UI update (May 20): We have updated the Performance Management UI to use the Tenant Time Zone instead of the Browser Time Zone.

Auto Coaching Scheduling (May 12): We have introduced Auto Coaching Scheduling to streamline and optimize coaching workflows through intelligent automation. This feature enables organizations to deliver timely, data-driven coaching while maintaining operational efficiency and workforce balance. More information is available here: Create rules for automatically scheduled coaching sessions in Performance Management, Connect external calendars to Performance Management.

QM

Contact Queue Admin improvement (May 19): We have improved performance on the Contact Queue Admin page for users with a large number of users in their configured scope.

New media player layout (May 15): We have updated the new media player view for contacts without transcription. The system now displays the screen recording window in the bottom-left corner instead of showing a blank panel indicating that transcription is unavailable.

Goal Assignment update (May 12): We have updated the Goal Assignment totals calculation to accurately reflect totals when a deactivated agent is still assigned to a goal. Previously, deactivated agents were not excluded from the calculation, which resulted in inflated goal totals. This enhancement ensures goal totals are now calculated correctly and remain accurate.

Mini-Goal progress (May 12): We have introduced a simplified snapshot of mini-goal progress for agents over the past four weeks. This enables agents to quickly view performance trends without needing to navigate detailed metrics, improving clarity and ease of tracking progress.

Smart Desktop notifications update (May 5): We have deprecated the Smart Desktop "Agent Login" and "Agent Logout" notifications.

Cloned contact goals preserving deactivated agent assignments (May 5): We have updated the contact goal cloning behavior to retain deactivated agent assignments. When a goal is cloned, the Goal Admin page displays the correct count of active agents and updates the data object accordingly.

Support for existing root contact feature in the new media player (May 5): We have added support for the existing root contact feature in the new media player. The feature now works as expected within the updated player experience.

Updated Metadata Recording Controls API (May 5): We have updated the behavior of the Metadata Recording Controls API. When using the active_call_only flag, the system now returns a 422 error if no call is active instead of returning a 200 OK response.

Insights

Dataset enhancement (May 14): We have added the Person Type equals field to QM, CWFM, and Analytics datasets that include a Person folder. Users can now use the Person Type field for grouping and filtering within these datasets.

Enabled Transport Layer Security (TLS) for the registry service (May 1): We have enabled Transport Layer Security (TLS) for the Docker container registry. The registry now enforces TLS encryption to secure communication between the Docker daemon and the registry in the on-prem installer.

Resolved issues

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

May 19 (Build 1368)

Issue	Component	Subcomponent	Issue Description
1088913	QM	Evaluation Calibration report	Fixed an issue where calibrations tied to a contact did not reflect the correct evaluator names and comments in the Evaluation Calibration report. This fix ensures the report now displays the correct evaluator names and associated comments accurately.

May 12 (Build 1365)

Issue	Component	Subcomponent	Issue Description
1087079	QM	Platform	Fixed an issue where the websocket connection between the signaling service and platform services entered an unstable state, causing recording control commands such as pause and resume to fail to process in real time. This fix ensures recording control commands are now processed and delivered reliably.
1087951	QM	Recording	Fixed an issue in endpoint recording where the system did not stop audio recording after receiving a "502 Bad Gateway" error.
1083901	QM	Task Manager	Fixed an issue in Task Manager where the time range condition incorrectly set the time range when it crossed midnight.

Week of May 11 (WFM v. 2605.6.2)

Issue	Component	Subcomponent	Issue Description
1090004	WFM	API	Fixed an issue where the API call returned contract schedules in a random order. This fix ensures the API now returns contract schedules in the correct week order.
1075124	WFM	Forecasts	Fixed an issue where an error occurred while clearing dynamic shrinkage.
1084617	WFM	MyTime	Fixed an issue where options to move lunch and short breaks during self scheduling were not always available in the MyTimeApp. This fix ensures users can now consistently access and move lunch and short breaks during self scheduling.
1086908	WFM	MyTime	Fixed an issue where Agent Schedule Messenger displayed the wrong day for shifts crossing midnight. This fix ensures the viewer now correctly displays schedules for shifts that cross midnight.
1091195	WFM	Requests	Resolved an issue where users were unable to access Activity Requests in certain cases.
1088757	WFM	Shift Bidding	Fixed an issue where shifts were not available to create a shift bid in the Shift Bidding module while scheduling was running in Plans.
1058502	WFM	Shift Trade Requests	Fixed an issue where Shift Trades did not follow the “Shift Trade Request Settings” policy. Shift Trades containing Meeting, Personal, or Overtime activities with “Send to Administrator” selected were automatically approved instead of being sent for administrator approval. This fix ensures Shift Trades now follow the configured approval policy correctly.
1082713	WFM	Shifts	Resolved an issue in the Shifts module where the system did not allow assigning a base activity from the master activity list in the AVD. This fix ensures users can now successfully assign base activities from the master list.

May 5 (Build 1363)

Issue	Component	Subcomponent	Issue Description
1061320	QM	Bulk Contact Export	Fixed an issue where the system did not enforce the daily export limit for users using Flo BCE for bulk export. This issue did not affect users using legacy BCE.
1075071	QM	Smart Desktop Client	Fixed an issue where the websocket was taking longer than expected to reconnect, resulting in a failure to deliver recording control commands, such as pause and resume.