Calabrio Release Notes

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.

Performance Management external data ingestion (June 16): 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

QM

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.

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.

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.

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

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

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:

• QM Contacts - SPICE
• QM Evaluations - SPICE
• QM Evaluation Section Scores - SPICE
• 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)

Behind-the-scenes tweaks and fixes.

Week of June 29 (WFM v. 2606.22.1)

Issue 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 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.

Issue 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 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.

Issue 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 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 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.

Issue 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 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.

Issue 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.

Issue 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 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.

Issue 1083126: WFM Notification - Users with no associated business units are able to receive notifications as well now.

Issue 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.

Issue 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.

Original source

Create custom formulas to use in Performance Manager. The main step is to create a definition that consists of a description, settings, and the calculation itself. It is possible to select in what format to display the results.

Prerequisites

• You have the Performance Manager > Create Performance Manager report permission

Page location

Client > Performance Manager > View reports

Procedures

Create new formula

1. Click Show/hide object panel in the Report toolbar.
2. Click Add formula at the bottom of the object panel area. The create formula view opens.
3. Select the Definition tab.
4. Add a definition:
   1. Set a description.
      • Add a measure name.
      • Select the Active check box.
      • Add a display name for the formula.
      • Set the solve order.
      • Select Treat NULL as zero if this applies.
   2. Define the calculation.
      • In the formula field, select the first measure to add to your formula in the drop-down list.
      • Select the type of calculation; add, subtract, divide or multiplicate.
      • Select the second measure, member property or constant to use.
      • Continue to add measures and types of calculation until the formula is done.
      • When the formula is done, select (none) in the next calculation box.
        NOTE Calculations involving member properties might not return expected results.
   3. Set the format.
      • Select the Format tab.
      • Select from the various settings. For example, how many decimals the formula should have or if you want a $ or % sign.
   4. Select a font.
      • Select the Font tab.
      • Select font, size, and colors for the foreground and background.
5. Click OK. The formula appears in the report and in the object panel area.

Edit a formula

• In the object panel area, right-click the formula and select Edit.

Delete a formula

• In the object panel area, right-click the formula and select Delete.

Deactivate a formula

• In the object panel area, clear the check box next to the formula to deactivate (but not delete). The formula is then no longer visible in the report area

Related topics

• How Performance Manager works
• Create reports in Performance Manager

Original source

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.

Analytics

Enhanced questions for Auto QM (May 27): We have enhanced the Offer Solution and Acceptance of Solution standard questions to better handle transferred calls. We have also enhanced the question, "Did the agent personalize the conversation by introducing themselves with their name?" to better handle calls where agents introduce themselves by saying, "You're through to [agent name]."

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 Data Explorer.

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)

• Issue 1070740: Insights - Dashboard: Changed the order of all filter controls to be consistent across all sheets - Date, Business Unit, Site, Team, and Agent, followed by sheet-specific filters.
• Issue 1094923: QM - Contact Goals: Resolved a bug with Contact Goals for users that have had a user merge performed on them. If a user merge was performed, the contact goal and evaluations associated with it were not moving to a "completed" state. After this change, contact goals can be completed by the "target user" in the merge user scenario.
• Issue 1086051: QM - Permissions: We have added the "Self Approve Contact Evaluation" permission to the Access License, which is typically assigned to supervisors and evaluators. Previously, this permission was only available to users with a QM Data License assigned to their role.

Week of May 25 (WFM v. 2605.21.9)

• Issue 1088159: WFM - Agent Assist: Resolved an issue where Agent Assist dropped requested absence dates that appeared after a non-working day while creating requests.
• Issue 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.
• Issue 1080681: WFM - Meetings: Resolved an issue where non-overwritable conflicts appeared only for the first occurrence in a series when adding a meeting.
• Issue 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.
• Issue 1086938: WFM - Sessions: Resolved an issue where the Skill filter in Sessions did not always reflect updated agent skills.

May 22

• Issue 1096956: Integrations - Microsoft Dynamics 365: Fixed several queue statistics data inaccuracies in MS Dynamics Historical Connector version 1.2.1.
• Issue 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 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 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.
• Issue 1087951: QM - Recording: Fixed an issue in endpoint recording where the system did not stop audio recording after receiving a "502 Bad Gateway" error.
• Issue 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 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.
• Issue 1075124: WFM - Forecasts: Fixed an issue where an error occurred while clearing dynamic shrinkage.
• Issue 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.
• Issue 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.
• Issue 1091195: WFM - Requests: Resolved an issue where users were unable to access Activity Requests in certain cases.
• Issue 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.
• Issue 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.
• Issue 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 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.
• Issue 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.

Original source

Product features and enhancements

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

Performance Management

KPI dashboard update (April 8): We updated the filter defaults for Group, Team, and Agent drop-downs to display "All" as the default option.

QM

Modernized media player UI (April 29): We have updated the media player with a modernized interface aligned with the design of Auto QM and Trending Topics. This update improves the user experience, highlights AI-driven insights, and reduces the effort required to analyze interactions, helping drive adoption of AI capabilities and improve analyst efficiency.

Updated overall sentiment processing for digital contacts (April 21): We have updated the overall sentiment processing implementation for digital contacts to ensure it only processes supported contact types. This prevents errors and improves system stability.

Non-call contact support in media player (April 21): We have enabled support for non-call contacts within the new media player. Non-call contacts now display correctly, ensuring a consistent and improved user experience across both call and non-call contact types.

Accurate agent mapping and improved data retrieval (April 14): We have improved agent mapping and data accuracy across conversations to ensure users see correct agent information consistently. The system now displays accurate agent IDs and names to improve reliability across workflows. We have also enhanced data retrieval across all dashboards to ensure more precise and user-specific results, improving overall consistency and relevance of displayed information.

WFM

Workflow Control Sets in web module (Week of April 13, v. 2604.7.11): We have moved Workflow Control Sets from the WFM client to the web, porting over all existing configuration, enabling users to better and more effectively manage Workflow Control sets and the different parameter profiles associated to them. More information is available here: Manage workflow control sets in the client.

Summary skill Predicted Average Speed of Answer (PASA) and Predicted Abandon Rate (PAR) display improvements (Week of April 6, v. 2603.28.5): We updated the summary skill view for users to refine how PASA and PAR display. The system now:

• Displays ASA in seconds across all views
• Limits the maximum displayed ASA to one interval length, including Classic SL
• Removes the PASA row for backoffice skills in all views
• Does not display PASA for a summary skill when a backoffice skill is selected

For more information, refer to Understand the result table parameters.

New page for viewing Forecasts on the web (Week of April 6, v. 2603.28.5): We have introduced a new page to view forecasts with an enhanced chart and workload and skill grid viewing at different zoom levels, providing a similar viewing experience to the WFM client. This enhanced forecast page will not replace the current forecast page. Editing capabilities will be added in a future release. More information is available here: View forecasts in the web.

Insights

WFM SPICE dataset (April 22): We have published SPICE versions of three WFM datasets to the WFM shared folder in Insights. These datasets include WFM Agent Queue Stats - SPICE, WFM Adherence - SPICE, and WFM Scheduled Agent Time - SPICE. These are now generally available and no longer require access to Insights Labs.

WFM | Fundamentals - Requests dashboard (April 8): We introduced the WFM | Fundamentals - Requests dashboard. This dashboard reproduces the WFM Report Requests per Agent and uses the newly added WFM Requests dataset.

New fields for multi‑ACD reporting & AutoQM support (April 1): We have updated Insights datasets to improve support for AutoQM and reporting across multiple ACD systems. These changes apply to datasets that include Contact folders.

New fields (in Contact folder):

• Channel
• ACD ID

Updated fields (in Contact folder):

• Recording Type ID is now Recording Type

Renamed fields (in Person folder):

• ACD ID is now ACD ID (Legacy) (this field is deprecated and should no longer be used)
• ACD Login ID is now CWFM ACD Login ID (updated to reflect its CWFM origin)

These changes improve accuracy and flexibility when analyzing agent activity across multiple ACD systems. For more detailed field definitions, see Contact AI Tags dataset.

Insights Labs folder access control (April 1): We added the ability to grant access to roles for the Insights Labs folder. New and experimental content will be introduced in this folder before general availability. Contact your Calabrio representative if you want this feature enabled.

Contact-related datasets fields update (April 1): We added new Channel and Recording Type fields to contact-related datasets.

Resolved issues

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

April 28 (Build 1362)

Behind-the-scenes tweaks and fixes.

April 27

Issue 1084991, Component: Insights, Subcomponent: Data Export Service
Fixed an issue where the system re-exported the last few rows of data from the previous day during the next export, causing duplication.

Week of April 27 (WFM v. 2604.21.1)

Issue 1086207, Component: WFM, Subcomponent: People
Fixed an issue where the system displayed 12:15 AM instead of 12:15 PM after users created and saved a rotation with early and late start times set to 12:15 PM. The system now correctly preserves the configured start times when users revisit the rotation.

Issue 1087462, Component: WFM, Subcomponent: RTA
Fixed an issue in the Adherence module where the system kept the clear (“X”) indicator visible after users selected a skill in the skill selection field, causing it to remain fixed while scrolling and overlap content in the agent grid further down the page.

Issue 1086907, Component: WFM, Subcomponent: Shifts
Fixed an issue in the web version of Shift Bags where users could not reorder activities in a rule set without first making changes to one of the lines.

April 21 (Build 1361)

Issue 1074776, Component: QM, Subcomponent: Contact Goals
Fixed an issue with cloning contact goals that prevented them from being deactivated. This fix ensures contact goals can now be deactivated successfully.

Issue 1080193, Component: QM, Subcomponent: Evaluation Forms
Fixed an issue that caused imports of evaluation forms to fail. The system now processes evaluation form imports successfully.

Week of April 20 (WFM v. 2604.14.29)

Issue 1080647, Component: WFM, Subcomponent: API
Fixed an issue where shift swap information was incorrectly identified in schedule details for one customer. SWAP hours are now accurately limited to the intended time range, and regular and additional hours are correctly classified. Timesheet generation now reflects the true breakdown of worked and swapped time, ensuring accurate distinction between swapped and non-swapped shifts.

Issue 1071430, Component: WFM, Subcomponent: Shift Bidding
Fixed an issue where terminated agents and unused staff groups appeared in shift bidding, web schedule exports, and drop-down selections. The system now displays only active and valid users across scheduling workflows, improving data accuracy and user experience.

Issue 1058111, Component: WFM, Subcomponent: Shift Trade Requests
Fixed an issue where shift trade requests crossing a week boundary were not properly evaluated against minimum weekly rest rules. Shift trades are now validated across all impacted days, including adjacent weeks. Requests that violate the configured weekly rest requirement will no longer be auto-approved and will instead be routed for supervisor review.

April 14 (Build 1360)

Issue 1084991, Component: QM, Subcomponent: Evaluations
Fixed an issue that caused evaluation approvals to fail in some circumstances. This fix ensures the system now processes evaluation approvals successfully.

Week of April 13 (WFM v. 2604.7.11)

Issue 1077925, Component: WFM, Subcomponent: People
Fixed an issue where agents without an existing personal account could not create a Personal Account on the web. This fix ensures agents can now create personal accounts successfully.

April 7 (Build 1358)

Issue 1075876, Component: QM, Subcomponent: Evaluations
Resolved a bug that prevented evaluations from saving completely when they were associated with a contact goal and another user attempted to make changes to the evaluation.

Week of April 6 (WFM v. 2603.28.5)

Issue 1082186, Component: WFM, Subcomponent: Absence Planning
Fixed an issue under the Vacation Change tab where pagination did not display all agents across selected sites. This fix ensures the system now shows all agents with the correct number of pages.

Issue 1080678, Component: WFM, Subcomponent: Shift Trade Request
Fixed a timezone-sensitive date boundary issue in the full-day Shift Trade Request flow that caused schedules to appear empty on the final published day for agents in negative UTC time zones. Agents can now view schedules through the last date configured in Publish schedules to (include preference period) in Workflow control sets > Scheduling > Basic.

Issue 1081158, Component: WFM, Subcomponent: Security update
Addressed a vulnerability in authentication-related endpoints that could allow unintended script execution under specific conditions.

Original source

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 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.

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 93 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 93 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 1081622, Component QM, Subcomponent 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 1066973, Component WFM, Subcomponent 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 1061172, Component Analytics, Subcomponent Analytics Dashboard: Resolved an issue where data such as Phrase Hits did not appear in the Analytics dashboards.

March 17

Issue 1082508, Component Insights, Subcomponent 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 1079836, Component WFM, Subcomponent 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.

Issue 1079548, Component WFM, Subcomponent 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.

Issue 1058640, Component WFM, Subcomponent 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 1067059, Component QM, Subcomponent 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 1079841, Component WFM, Subcomponent 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.

Issue 1070856, Component WFM, Subcomponent 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.

Issue 1080074, Component WFM, Subcomponent 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 1061314, Component QM, Subcomponent 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.

Original source

MELVILLE, N.Y., March 10, 2026 — Three months after announcing its merger with Calabrio, Verint®, The CX Automation Company™, is already delivering on the promise of the combined company. Starting today, Calabrio customers have direct access to Verint’s AI-powered bots through the Verint CX Automation Platform.

This milestone underscores Verint’s commitment to delivering business outcomes now, without requiring customers to migrate or replace existing infrastructure. Customers across the combined portfolio now benefit from a broader set of market-leading capabilities: Calabrio customers can further unleash their workforce management (WFM) and conversational intelligence investments with Verint AI-powered bots, while Verint customers gain access to Calabrio’s industry-leading workforce and analytics solutions.

“What we’ve built isn’t a roadmap – it’s a reality,” said Jaime Meritt, chief product officer at Verint. “In just three months, our team delivered an integrated platform giving every customer access to the most comprehensive CX Automation capabilities in the market.”

Calabrio customers now have access to Verint AI-powered bots including:

• Verint Genie Bot – Through integration with Conversational Intelligence, analysts and supervisors can ask questions about CX interaction data in plain language, surfacing immediate, actionable insights without requiring a data science team.

• Verint TimeFlex Bot – Delivers intelligent workforce scheduling flexibility directly into Calabrio WFM, helping ensure the right agents are available at the right times to meet customer demand.

• Verint Agent Copilot Bots – Automate manual agent workflows in real time, including in-call knowledge retrieval, coaching and post-call wrap up.

• Verint Intelligent Virtual Assistant (IVA) – Autonomously resolves customer interactions across voice, digital and messaging channels by using agentic AI, enabling brands to automate up to 100% of engagements end-to-end, without human intervention.

Verint will be at Enterprise Connect in Las Vegas from March 10-11 demonstrating the combined platform. Book time with the team through the Enterprise Connect app.

Learn how Verint’s AI-powered solutions provide stronger, faster, measurable outcomes.

About Verint

Verint® is a leader in Customer Experience (CX) Automation, serving a customer base that includes more than 80 of the Fortune 100 companies. The world’s most iconic brands use the Verint CX Automation Platform and our team of AI-powered bots to deliver tangible AI Business Outcomes, Now™ across the enterprise. Verint is uniquely positioned to help brands increase CX Automation with our differentiated, AI-powered platform; driving enhanced customer engagement, increased efficiency and reduced costs across contact centers, back offices and digital channels. Verint, The CX Automation Company™, is proud to be Certified™ by Great Place To Work®. Learn more at Verint.com.

VERINT, VERINT DA VINCI, VERINT OPEN CCAAS, THE CX AUTOMATION COMPANY, THE CUSTOMER ENGAGEMENT COMPANY, THE ENGAGEMENT CAPACITY GAP and CALABRIO are trademarks of Verint Systems Inc., its parent or its subsidiaries. Verint and other parties may also have trademark rights in other terms used herein.

Original source

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

Platform/Suite-Wide

Transcription Search retirement (February 3): We fully disabled access to Transcription Search, which was retired and removed from the Navigation menu in November 2024. You can now no longer access this feature via direct link or bookmark.

Performance Management

Coaching Scheduled tabs and Session Card update (February 19): We introduced the following updates to the Coaching module:

Updated tags in Coaching Scheduled tabs

• The system now displays Manually Scheduled for sessions created manually.
• The system displays Auto Scheduled for sessions created by Smart Coaching.

New Scheduled by field in Session Cards

• Admins and Coaches can view who scheduled the session.
• For manually scheduled sessions, the system displays the name of the user.
• For auto-scheduled sessions, the system displays the rule name.
• Admins can access the Smart Coaching rule directly through a link in this field.

Team Schedule in Performance Management (February 17): We introduced the Team Schedule feature in Performance Management, enabling supervisors to access team scheduling information directly within the module. Supervisors can use links from Team Schedule to access advanced scheduling functionalities in WFM MyTime.

Configurable KPI visibility (February 17): We introduced a configurable setting that allows administrators to control KPI visibility. Administrators can now define whether users can view:

• Team-level aggregate KPIs only
• Both Team-level and Group-level aggregate KPIs
• Personal scores

Coaching session cleanup (February 5): We updated the system to automatically delete rejected or expired coaching sessions that are older than 30 days.

QM

Language support for Interaction Summary and Phrases (February 26): We enabled Greek, Hungarian, and Czech languages for Interaction Summary and Phrases in chat and email.

New media player updates (February 24): We introduced the following updates as part of the new media player enhancements:

• Added support for the Screen Only contact type.
• Released Screen Capture support.
• Released the Desktop Panel.
• Released Audio and Screen Capture events.
• Hid the switch to new media player button on the old media player in split mode.

Auto QM layout update (February 24): We enhanced the Auto QM layout in media player by adding the selected option percentage at the question level, improving readability in the user interface.

New Contact Handled metrics (February 18): We introduced two new metrics, Total Contacts Handled and Contact Handled Average. These metrics count the number of contacts created in Calabrio ONE for each agent.

Contacts Handled metrics enhancement (February 17): We introduced Contacts Handled metrics with QM as a source, in addition to WFM. This enhancement adds the new Total Contacts Handled and Average Contacts Handled metrics, enabling reporting across both QM and WFM.

New media player help page (February 10): The new media player help page is now available, enabling you to find guidance on using media player features and controls. For more information, go here: Play contacts with the new media player.

WFM

Multiplicator management in web module (Week of February 23, v. 2602.17.4): We introduced the ability to Manage multiplicators and Multiplicator definition sets directly in WFM web, enabling users to configure extra payments for shift allowances and overtime without logging in to the WFM client. More information is available here: Manage multiplicators and definition sets in the web.

DES output date format update (Week of February 16, v. 2602.11.49): We updated the DES result CSV output to support ISO 8601 date and time formatting. When the setting Use ISO 8601 as dateTime format in result is set to true, the system outputs datetime values in the format yyyy-MM-ddTHH:mm:ss. In addition, the system no longer generates empty files. When there is nothing to export, it does not create zip files in the S3 bucket.

Amazon Connect SAR updates (February 12): We updated the Amazon Connect integration (version 1.8) to improve data handling and flexibility. Key updates include:

• Kinesis Data Firehose now saves CTR, AgentEvent, and ContactEvent records directly to the S3 bucket.
• Resend Lambda is replaced with a Lambda that sends data to WFM historical data endpoints.
• Added support for Private CA certificates.
• Lambda can send data to endpoints using custom ports and private DNS names.

Please refer to the Amazon Connect integration guide for more details.

Hold Time and Completed Contact update in RingCX integration (February 11): We enhanced the RingCX integration to improve historical data accuracy and reporting. This update is only applicable for customers integrated with v3 of the RingCX APIs. The integration now:

• Calculates Hold Time as part of Contact Time.
• Converts Hold Time from milliseconds, as provided by RingCX APIs, to seconds before displaying it in WFM.
• Collects Completed Contacts, now available through RingCX APIs, into the completedContacts field in WFM queue statistics.

Agent Assist launch (Week of February 2, v. 2601.28.2): Agent Assist is now available, allowing you to access the virtual assistant directly within Calabrio WFM. More information is available here: About Agent Assist.

Reporting for monthly usage tracking (Week of February 2, v. 2601.28.2): We introduced the AI Actions Usage report to help users track monthly usage. This report provides better visibility into AI action consumption and supports monitoring and planning activities.

User session maintenance and AI Actions quota handling for Agent Assist (Week of February 2, v. 2601.28.2): We updated user session maintenance for Agent Assist and applied pooled AI Actions quotas across users, with each session supporting up to eight messages. This ensures inactive user sessions are reliably terminated, immediately freeing Calabrio WFM licenses for active users, maintaining accurate license utilization metrics, and preventing over-consumption.

Analytics

New language support (February 26): We added support for three new languages, Greek, Hungarian, and Czech, in AutoQM, Trending Topics, Sentiment, and AI Tags in voice, chat, and email contact types.

Task Manager Operator update (February 24): We renamed the Includes operator to Starts with in Task Manager for all Contact Types.

New language support (February 24): We added support for four new languages, Turkish, Filipino, Thai, and Bahasa, in AutoQM, Trending Topics, Sentiment, and AI Tags task managers.

Analytics UX enhancement (February 4):

• We introduced call-in and call-out numbers as additional metadata within the Analytics Task Manager, enabling users to filter and group interactions with greater precision.
• We added Email To/From and Email Subject filters to the Task Manager, allowing users to refine their search and focus on relevant email interactions.
• We added a Sentiment filter for Agent and Customer on the interaction page, helping users navigate and identify targeted interactions more efficiently.

Insights

Sharing Groups permission update (February 16): We updated Sharing Groups permissions based on users’ assigned roles when they access Insights, ensuring their permissions reflect their current role configuration.

Data Export Service CloudFormation update (February 10): We've updated the CloudFormation template for new deployments to improve security and simplify configuration. The template now selects a default value for the Calabrio AWS Account ID and requires a Calabrio-provided External ID. Users with the existing deployments are encouraged to reach out to their Calabrio support representative to apply the updated CloudFormation template. For more information and detailed steps, refer to Set up Insights Data Export Service.

Resolved issues

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

February 24 (Build 1349)

Issue 1074779: QM - Contact Goals - Fixed an issue where classifiers on Contact Goals were not copied when cloning a goal. The system now correctly copies classifiers to the cloned goal.

Week of February 23 (WFM v. 2602.17.4)

Issue 1058073: WFM - Absence Requests - Fixed an issue where approvals were tracked inconsistently, which caused discrepancies between minutes and headcount calculations. The system now updates both values simultaneously to ensure accurate and consistent tracking across budget groups.

Issue 1078580: WFM - Windows Client - Fixed an issue where users could only select the first absence type in the drop-down when adding a new rule in Workflow Control Set. Users can now select any available absence type as expected.

February 17 (Build 1348)

Behind-the-scenes tweaks and fixes.

Week of February 16 (WFM v. 2602.11.49)

Issue 1077354: WFM - ChatBot - Fixed an issue where Agent Assist did not support absence types with an open period that started and ended on the same day. Agent Assist now correctly supports these absence types.

Issue 1054911: WFM - People - Fixed an issue where the Calabrio Client crashed sporadically during copy and paste operations. Added a retry mechanism to improve handling of the remote desktop clipboard and ensure more reliable operation.

Issue 1059651: WFM - Schedules - Fixed an issue where forecasted agent counts for Back Office and Email channels did not match between the Forecast and Schedule modules at the interval level. The system now shows consistent forecasted agent values across both modules throughout the day.

Issue 1067006: WFM - Schedules - Fixed an issue where scheduling with hourly availability did not generate complete schedules due to an error in the minimum calculation. The system now generates complete schedules without requiring multiple runs for the same agents.

February 10 (Build 1347)

Issue 1078031: Insights - Dashboards - Fixed an issue in the WFM Fundamentals - Agent Performance dashboard where the Ready Time Adherence per Agent / per Day sheet did not sort the 15 minute interval in ascending order. The system now sorts the 15 minute interval in ascending order.

February 3 (Build 1345)

Behind-the-scenes tweaks and fixes.

Week of February 2 (WFM v. 2601.28.2)

Issue 1073313: WFM - Intraday - Fixed an issue where Volume and other attributes displayed multiple digits after the decimal in the Intraday module. The system now shows one digit after the decimal, consistent with the previous behavior in the Incoming traffic and Performance tabs.

Issue 1058907: WFM - Schedules - Fixed an issue where the WFM Adherence Details dataset did not always reflect retrospective schedule changes. The system now correctly updates adherence data in Insights reporting, ensuring accurate WFM reporting.

Original source

Agents report stronger communication, more development opportunities and a renewed sense of purpose as technology reshapes their work

MINNEAPOLIS, MN — January 26, 2026 – Calabrio, the workforce and conversation intelligence company, today released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a rising human-AI tension defining the modern contact center.

Once seen as a high-pressure job focused on scripts and speed, the contact center role has evolved into a skilled professional that must balance human empathy with an increasing digital world.

The Voice of the Agent is Calabrio’s annual study exploring how contact center professionals feel about their work, wellbeing and the tools shaping their future. This year’s survey spans more than 500 professionals across Europe and, for the first time, North America. It captures a workforce that is emotionally intelligent and resilient, but also hungry for more support as artificial intelligence (AI) transforms the day-to-day experience.

“Agents are finding their rhythm again,” said Dave Rhodes, CEO, Calabrio. “They’re proud of the work they do, and that tells us investments in leadership and development are paying off. But this evolution brings new pressures too. Sustaining progress now means rethinking what ‘support’ looks like—pairing human empathy with smarter tools, clearer training and a genuine emphasis on wellbeing, so technology empowers people rather than exhausts them.”

Even as optimism grows, agents are still divided on the role of AI. The report found an emerging “AI Confidence Gap.” While 44% of agents say AI tools make their work easier, 55% remain unclear or concerned about how automation might change their jobs. Only one in three agents knows which of their systems use AI, and 40% have not received any related training. The takeaway is clear; success with AI depends as much on education, transparency and trust as it does on technology. When agents understand how these tools help rather than replace them, AI becomes an enabler of the human connection that defines great customer service.

Rhodes points out, “The next phase of transformation isn’t about deploying AI, it’s about demystifying it for both agents and consumers.”

Highlights from the Voice of the Agent 2025 Report

• Agents Are Redefining the Profession: More agents see their jobs as meaningful. 75% would recommend this work to a friend, and 68% feel proud of their role. Nearly half (47%) now consider contact center work a long-term career path—a shift from its old “stepping-stone” stereotype.
• Manager Connection Builds Trust: Monthly check-ins with managers have become the norm for 67% of agents, up from 49% last year. As one-on-one conversations grow more frequent, trust and alignment between agents and leaders are strengthening.
• Training and Development Fuel Motivation: Regular coaching and training sessions reach 70% of agents, and 69% say it makes a real difference. Continuous learning fuels motivation and empowers agents to grow alongside customers’ evolving needs.
• Work-Life Balance Takes Center Stage: Management is putting work-life balance front and center: 75% of agents feel supported here (up from 67%). 79% can take breaks after tough calls, and 77% say their time-off requests are approved. It’s proof that flexibility and wellbeing are leadership priorities, more than an HR metric.
• Pay Slows, but Support and Culture Carry weight: Just over half of agents (52%) received a pay increase this year, a steady drop from 79% in 2024. Despite that, support from management (59%) and a positive team culture (54%) remain the biggest drivers of happiness, showing that recognition and trust can matter as much as compensation.
• Career Visibility on the Rise: Nearly half (47%) of agents now have a defined career progression plan (up 38%), and 55% say they understand their growth opportunities. Greater transparency is helping agents see a future in the industry and stay.
• Connection and Culture Rebounding: Team connection is slowly improving. Only 32% say their team never has social activities (down from 38%). Hybrid teams are finding ways to rebuild a strong sense of belonging.

The People Behind the Performance

The year’s report paints a picture of a profession that’s maturing—one where empathy and expertise sit side by side with automation. As routine tasks fade, agents are stepping up for the conversations that matter most: the complex, emotional, human ones.

“Agent experience and customer experience are inseparable,” added Rhodes. “The next big leap isn’t about more technology. It’s about confidence. When organizations invest in transparency, training and trust, agents can use AI to do what they do best: connect with customers. That’s the future we are helping build.”

Availability

The full Voice of the Agent 2025 Report is now available for free download at https://www.calabrio.com/voice-of-the-agent/.

About Calabrio

Calabrio powers people and businesses with actionable intelligence. Our AI-powered, cloud-native Calabrio ONE suite maximizes agent performance, turning every interaction into a strategic advantage. Trusted worldwide, our workforce and conversation intelligence solutions help teams work smarter, respond faster, and connect better to drive measurable business outcomes. Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Touchdown PR
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Original source

A vendor-agnostic intelligence layer within Calabrio ONE for consistent quality governance, already available for customers

MINNEAPOLIS, MN — January 15, 2026 – Calabrio, the workforce and conversation intelligence company, today announced the Calabrio Omni Agent Intelligence, already in the market and available for Calabrio ONE customers. This new omni-agent quality and AI intelligence feature is integrated within Calabrio ONE, providing a single, vendor-agnostic view of quality performance across human and AI agents. The solution supports all contact center as a service (CCaaS), customer relationship management (CRM), information technology service management (ITSM) and AI agent platforms.

Today, customer service relies on a blended workforce of human and AI agents, supported by AI assistants, operating across multiple systems. However, many organizations continue to assess quality and performance separately for each platform. This fragmented approach gives leaders only a limited understanding of the entire customer journey and restricts their insight into how well automation is functioning.

Omni Agent Intelligence provides a unified AI quality layer connecting any CCaaS, CRM, ITSM and AI agent platform. Calabrio standardizes interaction data for a single view of all agents’ impact on outcomes, supporting QM, CX and automation leaders across the customer experience.

“With customer service now relying on a mix of people, AI agents and automation, it’s clear we can’t keep treating these parts separately,” said Dave Rhodes, CEO of Calabrio. “Omni Agent Intelligence lets leaders finally see the whole picture—how their teams and technology work together, so they can raise the bar on quality, truly measure how AI is performing, and base decisions on real insight instead of guesswork. This is about moving forward with purpose as AI takes its place at the heart of service.”

Govern Quality Across Platforms, Not Just Within One

Unlike platform-specific analytics that focus primarily on what happens inside a single vendor environment, Omni Agent Intelligence is designed to govern performance across many stacks. It applies a shared quality framework to AI and human agents, while allowing criteria to be tailored by agent type. This allows organizations to score, compare and improve performance consistently across channels and technologies.

Omni Agent Intelligence connects AI-agent actions with human workload, sentiment, handle times and outcomes, enabling teams to spot issues like poor handoffs and automation problems early. This leads to greater AI accountability, improved customer experience and more efficient operations.

One View as the Tech Stack Evolves

As organizations adopt AI agents from various sources across multiple CCaaS platforms, technology stacks shift frequently. Omni Agent Intelligence adapts to these changes, ensuring consistent measurement of quality and performance regardless of platform updates.

Delivered within Calabrio ONE, Omni Agent Intelligence elevates quality management into a true control tower for modern service operations, replacing fragile, custom business intelligence projects with a productized, governance intelligence layer owned by QM and CX teams.

Strategic Benefits Include:

• Day-one visibility out of the box: Instantly view human agents and AI agents together along with trending topics, sentiment, QM scores and AHT, without needing custom reports or business intelligence projects.
• Improved Customer Experiences: Address quality issues across AI and human agents, streamline handoffs and enhance interactions to reduce escalations and increase satisfaction.
• Maximize ROI: Evaluate the impact of AI agents on key outcomes such as workload, customer sentiment and handling times to optimize investments, identify effective automation areas and allocate staff effectively.
• Quicker, clearer decisions: Implement a unified quality framework for AI and human agents, enabling teams to consistently evaluate and compare performance across diverse channels and technologies, minimizing discrepancies found in vendor-specific reports.
• Minimize Operational and Compliance Risks: Implementing a unified Auto QM engine enables scalable evaluations and helps detect issues, such as poor AI agent performance and unmet requirements, early, preventing them from impacting a large customer base.
• Future-Proof Flexibility: Ensure reliable measurement of quality and performance as organizations evolve by integrating or replacing CCaaS, CRM, ITSM and AI agent platforms, without the need to restructure quality programs or compromising continuity.

Availability

Calabrio Omni Agent Intelligence is available now to Calabrio ONE customers. For more information or to see it in action visit https://www.calabrio.com/products/calabrio-analytics/omni-agent-intelligence/.

About Calabrio

Calabrio powers people and businesses with actionable intelligence. Our AI-powered, cloud-native Calabrio ONE suite maximizes agent performance, turning every interaction into a strategic advantage. Trusted worldwide, our workforce and conversation intelligence solutions help teams work smarter, respond faster, and connect better to drive measurable business outcomes. Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Contacts

Touchdown PR
(512) 599-4015
[email protected]

Original source

Independent validation of Calabrio’s AI Management System underscores leadership in ethical AI governance, empowering customers with confidence, compliance and scalable innovation

MINNEAPOLIS, MN — January 13, 2026 – Calabrio, the workforce performance company, today announced its AI Management System is now certified to ISO 42001:2023, the world’s first global standard for artificial intelligence management.

Calabrio’s ISO 42001:2023 certification provides independent validation of its responsible approach to AI governance, giving customers confidence in adopting, scalable, compliant AI solutions through a structure, auditable framework for designing, deploying and monitoring AI systems responsibly.

“Trust is the foundation of responsible AI,” said Dave Rhodes, CEO of Calabrio. “This Certification demonstrates our commitment to integrity, accountability and transparency. These values drive innovation and customer confidence as organizations embrace AI to enhance customer and employee experiences.”

Building Confidence in Responsible AI Adoption

As organizations navigate accelerating AI adoption alongside evolving global regulations, Calabrio’s ISO 42001:2023 certification provides customers with clear, independent assurance that AI governance and compliance are managed responsibly and effectively. Benefits include:

• Greate confidence in AI adoption through disciplined, transparent governance aligned with global standard
• Lower compliance and governance burden as regulations evolve
• Scalable innovation, with consistent design, validation, deployment and monitoring of AI capabilities
• Market differentiation by proactively adopting emerging AI standards

This milestone empowers customers to adopt advanced AI solutions with greater confidence, enabling them to manage risk and safeguard both human and digital investments.

A Future-Ready Approach to AI Governance

Calabrio’s ISO 42001:2023 certification positions the company as an early adopter shaping global best practices for responsible AI management. This disciplined, auditable governance framework enables organizations to scale AI responsibly, modernizing customer experience operations and build long-term trust.

For more information on Calabrio’s approach to AI governance, visit: https://www.calabrio.com/blog/ai-governance-approach/.

About ISO 42001:2023

ISO 42001:2023 is the first international standard for AI management systems. The standard establishes requirements for organizations to design, validate, deploy and monitor AI systems responsibly, including risk management, human oversight, data governance, transparency, and continuous monitoring and improvement. Certification to ISO 42001 provides independent assurance that an organization’s AI governance practices meet internationally recognized requirements.

About Calabrio

Calabrio powers people and businesses with actionable intelligence. Our AI-powered, cloud-native Calabrio ONE suite maximizes agent performance, turning every interaction into a strategic advantage. Trusted worldwide, our workforce and conversation intelligence solutions help teams work smarter, respond faster, and connect better to drive measurable business outcomes. Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Touchdown PR
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We added these new features and enhancements to Calabrio ONE in January 2026.

Platform/Suite-Wide

Salesforce Customer Service native integration with Calabrio (January 13): We integrated Salesforce Cloud native QM with Calabrio to allow users to push their digital contacts, including Email, Chat, SMS, and Social, into Calabrio ONE. This integration improves data availability for Analytics and Calabrio ONE, helping users gain better insights from digital interactions.

Performance Management

Coaching Session approval workflow (January 13): We added a requirement for all Coaching Sessions scheduled via the Coaching Form to receive approval. A new Approval Required tab on the Coaching Landing page shows pending requests. Users with the Approve Coaching Session permission in Calabrio ONE can Approve, Reject, or Cancel requests directly from this tab using a prefilled Coaching Form. Users with the permission can also schedule Coaching Sessions directly without requiring approval.

Coaching Session linking to WFM (January 13): We added options to Link or Not Link Coaching Sessions to WFM. These options appear only for customers with WFM. The system adds Coaching Sessions to the WFM calendar only when you select Link to WFM.

QM

Auto QM enhancements in new media player (January 27):

• The system now retains the form selection from the Auto QM dashboard when opening the new media player.
• The new media player now supports location updates for Email and Chat contacts, correctly updating and reflecting location information for these interactions.

Media metadata management in new media player (January 27): We added support for viewing and editing media metadata directly within the new media player, allowing users to access key metadata fields and make updates without leaving the player, improving workflow efficiency and reducing the need for external tools.

Contact Actions in new media player (January 27): We added Contact Actions to the new media player, allowing users to mark contacts for Training or HR directly from the player. This enhancement streamlines review workflows by enabling quick action without leaving the media player.

New media player SMS/Text support (January 27): We updated the new media player to support SMS/Text contacts, enabling users to handle text-based interactions within the player.

Audio redaction for Transcription Redaction add-on (January 12): We added an optional add-on to Transcription Redaction that lets users redact the same fields in the corresponding audio file that were redacted in the transcript. The system inserts a beep tone in the audio file where the redacted fields occur.

New learning pathway: Supervisor Essentials (January 8): We’ve launched the initial phase of the Supervisor Essentials: Managing Performance and Coaching Effectively learning pathway to help supervisors and managers leverage Performance Management to configure team metric benchmarks, track performance, and drive effective coaching. While the full pathway will include six videos, we’re releasing the first three now to provide valuable information and insights that help you get started sooner. Click here to learn more about the course and register.

AutoQM library question cleanup (January 9): We removed two AutoQM library questions that were added in December 2025 because they duplicated existing questions in the library. The removed questions are:

• Did the customer have to repeat themselves to convey their issue or provide the same information to the agent multiple times?
• Did the customer express frustration with the agent?

Live Monitoring primary screen selection (January 5): We added the ability to select and enlarge a primary screen when monitoring agents with multiple screens. You can easily switch between screens during monitoring. This feature requires Smart Desktop version 11.0.2.1334 or newer.

WFM

Predicted Average Speed of Answer (PASA) output standardization (January 15, v. 2601.14.9): We are improving PASA output in the Client to provide reliable values instead of placeholders like (-1), -0,001, 59:59, or NaN (Not a Number). This work will continue during the first months of 2026 to ensure clearer PASA visibility.

Web Schedules optional column filtering (January 15, v. 2601.14.9): Filtering based on optional columns in Web Schedules now returns values only for users who are active for the selected date.

Periodization enhancement in Web module (January 9, v. 2601.4.5): We introduced the following Periodization enhancements in Web > People module to improve flexibility, visibility, and schedule optimization:

• We made the user’s current schedule period available in the custom tab within the Web > People module, improving visibility directly from the web interface.
• We added an auto-adjust feature that optimizes schedule period targets for agents based on forecasting and staffing needs.
• We made the outer period time range flexible, allowing users to select any start and end date.

Analytics

Conversation topic name updates in Trending Topics (January 31): We updated the system topic names for invalid transcripts. The system now labels conversations with fewer than two messages as One-Message Conversation and conversations that last less than 30 seconds as Very Short Conversation. We also updated conversations with no recognized topic to display No Recognized Topic instead of N/A.

Analytics licensing enhancement (January 20): We improved license management for Analytics. The system now replicates existing role-license-permission mappings to the new license and automatically disables permissions not supported by the license. It does not assign any new or unrelated permissions beyond what was previously configured. This improvement ensures smoother license transitions and applies specifically to users who are upgrading or downgrading their Analytics license, with broader product support to be evaluated separately.

Insights

New fields added to WFM datasets (January 28): We added a new Skill Target Type field (with values SL-based skill or ASA-based skill) to the following datasets:

• WFM Agent Skills
• WFM Agent Skills (Group Pages)
• WFM Forecast Skill vs Schedule
• WFM Forecast Workload and Queue Statistics.

We also added Predicted ASA (s) and Predicted ASA incl Shrinkage (s) fields to WFM Forecast Skill vs Schedule and WFM Forecast Workload and Queue Statistics. These fields provide users with more detailed insights into forecasted performance and skill-level targets.

New permission: Use As Sharing Group (January 27): You can now add "Use As Sharing Group" permission to any Role with an Insights Reader or Author license. Once the permission is applied, a new Sharing Group named "-SharingGroup" is automatically created, including all current users assigned to that Role. Users with the Insights Share Content permission can then share Dashboards and Analyses with the group, making collaboration easier and helping ensure content reaches the right people. Changes may take about an hour to update across the system. More information is available here: Manage roles and permissions for QM, Analytics, Insights, and Performance Management.

New fields for WFM forecast reporting (January 20): We added three new fields to WFM forecast reporting: Predicted ASA, Predicted ASA with Shrinkage, and Skill Target Type. These fields provide more detailed insights into forecasted performance and skill-level targets.

Insights role permissions (January 12): We've added new permissions to give role administrators more control over which records roles they can see in Insights.

• Show My Records: Users with this permission can view records directly associated with their user.
• Show Application Scope Records: Users with this permission can view records associated with their Teams and Groups.

Both permissions are assigned by default to all Insights-licensed roles, maintaining the same behavior as before. Users with only the Show My Records permission will see only their own records when viewing Insights content. For more information, see Manage roles and permissions for QM, Analytics, Insights, and Performance Management.

Customer Sentiment renaming in datasets (January 6): We renamed all instances of User Sentiment to Customer Sentiment in the Sentiment Details dataset and in the Sentiment Overall folders across 13 related datasets.

Resolved issues

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

January 27 (Build 1343)

Issue 1073511, Component QM, Subcomponent Media player: Fixed an issue where Auto QM cache caused unexpected behavior when switching from the classic media player to the new media player.

January 20

Issue 1074345, Component Insights, Subcomponent Dashboards: Fixed an issue on the QM | CR Contact Fundamentals dashboard where the Talk Time(s) calculated field used invalid NULL equality syntax. The calculation has been updated to ensure correct behavior in Insights.

Issue 1074309, Component Insights, Subcomponent Dashboards: Fixed an issue where Insights Readers could not see embedded dashboards in scheduled emails.

January 15 (WFM v. 2601.14.9)

Issue 1070167, Component WFM, Subcomponent Schedules: Fixed an issue where activity start time displayed in European format while the end time displayed in AM/PM format. The system now applies the current local time format consistently.

Issue 1067861, Component WFM, Subcomponent Schedules: Fixed an issue where start and end labels did not update visibility when selecting or deselecting Shifts due to a missing cache key.

January 13 (Build 1341)

Issue 1059362, Component QM, Subcomponent Recordings: Fixed a bug where audio recordings using the EOPUS format were encoded as Stereo instead of Mono.

Issue 1058894, Component QM, Subcomponent Screen Recordings: Resolved a timing issue when Smart Desktop starts without a cached configuration for Chunk recording, which previously caused Screen Recordings to be lost.

January 9 (WFM v. 2601.4.5)

Issue 1030915, Component WFM, Subcomponent People: Fixed an issue where agent names were removed from the People module when agents were termed in WFM.

January 6 (Build 1336)

Issue 1063703, Component QM, Subcomponent Trending Topics: Fixed an issue on the Trending Topics dashboard where users could not edit a topic name, add to an existing topic, or merge topics, even when the exact name did not exist in the system, including the Other category. The system now allows these actions correctly.

Original source

Release Notes: Calabrio ONE Version 11.5

Last Updated: December 12, 2025

These notes list new features and bug fixes for Calabrio ONE Version 11.5.

IMPORTANT Customers with Transcription Server version 7.3 should update to version 7.4 to fix a bug that affects transcription accuracy. See the Calabrio ONE Installation Guide for On-Premises Deployments for instructions to verify your Transcription Server version and upgrade the Transcription Server.

IMPORTANT For transcription to continue working on Calabrio ONE version 11.5.37 or higher, your Transcription Server must be version 7.0 or 7.1. See the Calabrio ONE Installation Guide for On-Premises Deployments for instructions to upgrade the Transcription Server.

Original source

MINNEAPOLIS, MN — November 19, 2025 – Calabrio, the workforce and conversation intelligence company, today announced the availability of its flagship Workforce Management (WFM) solution in the Microsoft Marketplace. This listing gives Microsoft customers streamlined access to Calabrio WFM, enabling seamless deployment within their Azure environments and the ability to apply Microsoft Azure Consumption Commitment (MACC) funds.

This milestone strengthens Calabrio’s collaboration with Microsoft and marks a key step in delivering full-suite interoperability between Calabrio ONE and Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center. The full integration of Calabrio ONE, including Workforce Management, Quality Management, Analytics, and Performance Management is now generally available in the Microsoft ecosystem, delivering a complete workforce engagement suite for modern contact centers.

“Calabrio WFM in the Microsoft Marketplace makes it easier for contact centers to optimize staffing and performance using the tools they already trust,” said Raj Shankar, SVP of Product at Calabrio. “And with our full-suite integration with Microsoft Dynamics 365 Customer Service and Contact Center underway, we’re unlocking even greater value for customers through a fully connected, enterprise-grade WEM experience.”

Smarter Workforce Management, Built for Microsoft Environments

Calabrio WFM empowers contact centers to:

• Optimize staffing with AI-powered forecasting and real-time scheduling
• Increase agent engagement through self-service tools and personalized coaching
• Deliver consistent experiences across all customer interaction channels
• Access actionable insights through real-time dashboards and embedded analytics
• Automate compliance and scheduling with flexible, cloud-based tools

Built for the Future of Work

Calabrio ONE is a unified workforce engagement management platform that includes WFM, Quality Management, Analytics, and Performance Management. The expanded integration with Microsoft Dynamics 365 Customer Service and Dynamics 365 Contact Center will bring all of these capabilities into a single, seamless experience—designed for hybrid, AI-enabled contact centers of the future.

“We’re pleased to welcome Calabrio WFM to Microsoft Marketplace,” said Cyril Belikoff, vice president, Microsoft Azure Product Marketing. “Marketplace connects trusted solutions from global partners with customers worldwide, making it easy to find and deploy apps that work seamlessly with Microsoft products.”

Microsoft Marketplace is a single destination to find, try, and buy trusted cloud solutions, AI apps, and agents to meet your business objectives. Choose from a growing collection of solutions tailored to your unique needs, available both in the marketplace and directly within Microsoft products.

About Calabrio

Calabrio powers people and businesses with actionable intelligence. Our AI-powered, cloud-native Calabrio ONE suite maximizes agent performance, turning every interaction into a strategic advantage. Trusted worldwide, our workforce and conversation intelligence solutions help teams work smarter, respond faster, and connect better to drive measurable business outcomes. Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Contacts

• Alexis Zotalis
  [email protected]

Original source

DALLAS and MINNEAPOLIS, SEPTEMBER 15 2025

Calabrio, the workforce and conversation intelligence company, today announced its Workforce Intelligence solution at its annual Calabrio Customer Connect (C3) event, offering AI-powered workforce management (WFM) that humanizes the customer experience. This solution integrates artificial intelligence (AI) to drive optimization enabling a faster, adaptive, more agile workforce.

Calabrio Workforce Intelligence establishes a new category moving beyond traditional Workforce Management (WFM) to deliver agility, scalability, and unparalleled performance for today’s dynamic contact center environments. Traditional WFM systems were built for a bygone era and remain static, fragmented, and limited to bolt-on AI features. By contrast, Calabrio Workforce Intelligence is cloud-native, enterprise-grade, and continuously learning. Forecasting, scheduling, intraday, and coaching are powered by intelligence that anticipates, adapts and acts in real time, creating results call center organizations can turn into measurable value.

“We have always viewed workforce management as agent-first, prioritizing the human element of customer service,” said Dave Rhodes, CEO, Calabrio. “Calabrio Workforce Intelligence delivers the environment that agents deserve by improving accuracy, reducing manual effort and creating faster time-to-value. We empower agents with real-time intelligence and insights to be more effective in their job while emphasizing the human touch in customer interactions.”

Calabrio Workforce Intelligence addresses the biggest trends shaping the modern contact center – rising customer expectations, omnichannel support, retaining top talent, and workforce volatility – with key features including:

• Flexibility and cost efficiency: Improves forecasting accuracy, reduces manual tasks and enhances the agent experience.
• Autonomous decision-making: Increases agility, reduces human error and allows WFM teams to focus on strategy, performance and growth.
• Digital WFM guru: Enables faster and better decisions by being easier to learn and master.

The Calabrio Workforce Intelligence solution has begun rolling out with the release of Calabrio’s Gen-AI assistant, Agent Assist, embedded within the WFM platform. Agent Assist enables agents to manage their schedules through natural language conversations including requesting time off, volunteering for overtime, and checking shift information. The launch kicks off an aggressive cycle of AI-driven solution launches to enhance WFM, employee engagement and agent intelligence that empowers contact centers as proactive intelligence hubs.

“We pioneered self-scheduling, multi-skill forecasting, and cloud-native WFM — now we’re leading again,” said Joel Martins, CTO of Calabrio. “Calabrio Workforce Intelligence is not AI bolted on. It is AI at the core. We’re creating the environment agents deserve, while giving leaders the agility, cost savings, and real-time visibility they need to outpace change and deliver transformational business outcomes.”

For more information on Calabrio Workforce Intelligence, click here.

About Calabrio

Calabrio powers people and businesses with actionable intelligence. Our AI-powered, cloud-native Calabrio ONE suite maximizes agent performance, turning every interaction into a strategic advantage. Trusted worldwide, our workforce and conversation intelligence solutions help teams work smarter, respond faster, and connect better to drive measurable business outcomes. Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia.

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Contacts

Touchdown PR
[email protected]
(512) 599-4015

Original source