What's New in Calabrio ONE Cloud 2016.12? | Calabrio

What’s New in Calabrio ONE Cloud 2016.12?

The latest release of Calabrio ONE Cloud contains several exciting updates that will enhance your WFO suite. View this short video to learn more about the key enhancements to Calabrio ONE Cloud this month.

 

 

Platform Updates:

  • Gamification: Added agent gamification.
  • Import GIS/WHIT Files: Added the ability to import WHIT historical data using CSV files through the Calabrio ONE interface.
  • ACD/GIS Sync: Added the ability to manage, add, and update users, teams, skills, and service queues via a GIS-based CSV file import through the Calabrio ONE interface.

Quality Management Updates:

  • Gamification: Added agent gamification.
  • Ad Hoc Reporting Update: Added new data fields for ad hoc QM reports.
  • Live Monitoring of Server Recording in the Cloud: Supervisors and administrators can live monitor agents in a Server Recording environment using either a Cisco phone with Built in Bridge or an Avaya phone.
  • Five 9 Salesforce.com Softphone Adapter: Support for the Five9 salesforce.com softphone adapter with enhanced metadata options.
  • Five 9 Java Softphone: Support for the Five9 Java softphone, using RTP logging protocol and with enhanced metadata options.
  • Server-based Recording Controls: Now available as part of Calabrio ONE and not a separate executable.
  • Contact Search API: API that can automatically generate hyperlinks to contacts when given a variety of identification parameters from the requesting application (such as SalesForce.com)
  • Added Avaya CM-based recording.

Workforce Management Updates:

  • Ad Hoc Reporting: Added WFM Historical Adherence data for ad hoc WFM reports.
  • Gamification: Added agent gamification.
  • Schedule Edit Workflows: Administrators can now create workflows that are triggered by schedule edits.
  • Supervisor Schedule Editing Rules: Users with the appropriate permission (Administer WFM) can restrict who can edit agent schedules and to what extent those schedules can be edited, subject to workflows that either enable approval or require the changes to be approved.
  • Mask Schedule Details: Administrators can restrict agents from viewing other agents’ activity start and stop time details in schedule trade/offer and mentoring requests. Agents can still view shift start and stop times.
  • Increased Data Retention Times: Increased data retention times to a maximum of 10 years.
  • Calabrio ONE can be configured to turn on schedule history tracking for a specified number of days’ retention.

System Update

The system update for Calabrio ONE Cloud 2016.12 will take place on Sunday, January 8, 2017 from 8:00AM-2:00PM CST. During the system update there may be times where users cannot access CalabrioCloud.com; Calabrio ONE Cloud is designed to be resilient to network connectivity issues and during the maintenance period there will be no interruption for data capture, including voice and screen recording, desktop analytics data, or ACD data capture. All data is captured locally and when the maintenance is completed the data will automatically be sent to CalabrioCloud.com for processing.

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