May
Product features and enhancements
We added these new features and enhancements to Calabrio ONE in May 2026.
Platform/Suite-Wide
English transcription migration to Verint Exact Transcription Bot 2 (ETB 2): Beginning May 18, 2026, Verint will gradually migrate existing English transcription users to the Verint ETB 2 transcription engine in phased batches over the coming months. This migration requires no user action and involves no downtime or service interruption. Existing contracts, licensing, pricing, and configurations remain unchanged. Users may notice improved transcription accuracy following migration. If you experience unexpected transcription quality issues after migration, contact Calabrio support.
Performance Management
Auto Coaching Scheduling (May 26): 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.
UI update (May 20): We have updated the Performance Management UI to use the Tenant Time Zone instead of the Browser Time Zone.
QM
Call parity monitoring update (May 26): We have introduced an automated mechanism to compare call records between Cisco Webex Calling and Calabrio QM. This enhancement enables users to verify the complete daily call ingestion and identify any missing calls or ingestion gaps, eliminating the need for manual spot checks. The update also improves end-to-end call parity validation for environments with high daily call volumes.
User Profile update (May 19): We have enhanced User Profile management for ACD information updates. The system now automatically creates or updates a User Profile whenever ACD information is manually updated on a User. This enhancement also adds User Profiles for existing users who currently have ACD information configured but do not have an associated User Profile.
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.
WFM
OAuth Client Credentials support (May 22): Added support for the OAuth Client Credentials authentication flow in Salesforce Real-Time Connector version 2.1.1. This update enables secure authentication using client credentials. For more information, see Salesforce integration guide.
Managing external logons in WFM web (WFM v. 2605.5.33): We have introduced external logon management in WFM web to support agent configuration within the Web-People module. This enhancement reduces the need to access the AVD and Client for configuration tasks, improving efficiency and simplifying the configuration process. For detailed steps, see Manage WFM user information.
Insights
Analytics | Auto QM Analysis dashboard update (May 22): We have enhanced the dashboard by adding three new filtering controls for Channel, Contact Type, and Agent Type. This update also allows users to add these filters when creating new dashboards or updating existing non-stock content. Users can add Channel and Contact Type filters from the Contact folder by selecting “Channel” and “Contact Type Name,” and add an Agent Type filter from the Person folder by selecting “Person Type.”
New tables in Export Service output (May 18): We have added missing tables to the CSV Export Service output. New tables are now included across:
-
call_recording_tables: contact_extended_fact, recording_type_dim, user_profile
-
evaluations_tables: eval_section_scores_fact
-
analytics: contact_sentiment_details_fact
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 26 (Build 1369)
Behind-the-scenes tweaks and fixes.
Week of May 25 (WFM v. 2605.21.9)
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
| 1088159 | WFM | Agent Assist | Resolved an issue where Agent Assist dropped requested absence dates that appeared after a non-working day while creating requests. |
| 1090257 |
WFM |
Agent Assist | Fixed an issue where Agent Assist incorrectly interpreted dates using a fixed mm/dd/yyyy format instead of the user’s configured date format. It now reads and applies the date format settings defined in the user profile to correctly process the input recognition. |
| 1080681 | WFM | Meetings | Resolved an issue where non-overwritable conflicts appeared only for the first occurrence in a series when adding a meeting. |
| 1077001 | WFM | Periodization | Resolved an issue where the system was unable to fetch agents and calculate scheduled or planned time when an agent’s leaving date fell between the group start and end dates. |
| 1086938 | WFM | Sessions | Resolved an issue where the Skill filter in Sessions did not always reflect updated agent skills. |
May 22
|
Issue |
Component |
Subcomponent |
Issue Description |
|---|---|---|---|
| 1096956 | Integrations | Microsoft Dynamics 365 | Fixed several queue statistics data inaccuracies in MS Dynamics Historical Connector version 1.2.1. |
| 1096957 | Integrations | Microsoft Dynamics 365 | Fixed issues related to missing adherence events and state discrepancies in MS Dynamics Real-Time Connector version 1.4.1. |
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. |