July

Product features and enhancements

We added these new features and enhancements to Workforce Optimization in July 2024.

Platform/Suite-Wide

Support for Cisco Customer Journey Platform 2.0 (July 9): Workforce Optimization is now compatible with Cisco CJP 2.0. We have automatically migrated all customers who used the adapter for 1.0 to a new adapter for 2.0, allowing for uninterrupted service.

India realm (April 23): A new Provider region, in1.calabriocloud.com, is available.

QM

Agent quick start guide available in Spanish (July 26): The QM quick start guide for agents is now available in Spanish.

New permission to govern access to data servers (July 16): The new Administer Data Clients permission allows users to access the following pages: Data Server Status, Data Server Configuration, Data Server Logs, Desktop Monitoring, Downloads, and Administration > Global Settings. By default, we have automatically assigned this permission to existing roles that have the Administer Tenant permission. To give this permission to any role that you create after the July 16 release, you must manually add it to the role.

Optimized media storage processes (July 16): Our storage processes now better account for retention when calculating billing costs.

Search for text contacts in Interactions (July 2): On the Interactions page, you can now use the new “Has Text” option in the Contact Content filter to search for text contacts. This option joins the previous options in the Contact Content filter: Has Voice, Has Screen, Has Survey, and Has Transcription.

New user-friendly text chat (July 23): In the Media Player, there are now the same colors in the chat display and the text map display. There is also a playback seek bar to show where in the chat the user scrolled to.

WFM

Organization Hierarchy is now on the web (July 12, v. 2407.11.18): As part of the work to move away from the Windows client, we have moved the Organization Hierarchy settings to the WFM Settings page. In addition to configuring the number of seats (which you could already do), you can now set each site’s opening hours and time zone, which in the near future will be applied to the opening hours: for example, when agents request overtime.

Agent quick start guide available in Spanish (July 12): The WFM quick start guide for agents is now available in Spanish.

Data Explorer

Report Export API deprecated (July 30): In alignment with the switch to Insights as Provider’s premier BI reporting solution, most customers will no longer be able to use the Report Export API. We will allow existing customers who are already using this API to continue using it, and new customers can request access to it by contacting Provider Support. Customers who do not fit into one of these two groups will see the following error message if they try to use the Report Export API: “This API is not authorized for your use. Please contact support if this is unexpected.”

Resolved issues

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

July 30 (build 1210)

Behind-the-scenes tweaks and fixes.

July 29 (WFM v. 2407.26.16)

Issue	Component	Subcomponent	Issue Description
891489	WFM	Meetings	If a scheduler used the Import function to add attendees to a meeting, the meeting would be scheduled on top of existing activities in agents’ schedules without prompting the scheduler to move them.
886437	WFM	MyTime	Agents whose date format was set to Finnish (fi-FI) were seeing the error message, “Invalid date” when submitting absence requests.
886436	WFM	MyTime	If agents’ date format was set to Finnish (fi-FI), their lunch time preferences would change times by fifteen minutes when they clicked Save on the Preferences page.
896747	WFM	Windows Client	Users who had the correct permission but not the Super User role were not able to set logon or time zones for new users in the People module.

July 25 (WFM v. 2407.24.1)

Behind-the-scenes tweaks and fixes.

July 23 (build 1209)

Issue	Component	Subcomponent	Issue Description
886702	WFM	Reports	User was unable to run Schedules for a multiskill group

July 18 (WFM v. 2407.16.6)

Issue	Component	Subcomponent	Issue Description
891489	WFM	Meetings	Importing employees when adding meeting was not giving warning of overlapped activities unless time was "refreshed" when creating regular meetings.
896747	WFM	Windows Client	Non-super user role was unable to set logon or time zone for new users in client people.

July 16 (build 1208)

Issue	Component	Subcomponent	Issue Description
886712	QM	Media Player	Contacts were continuing to play audio after they reached the end of the progress bar.

July 9 (build 1206)

Issue	Component	Subcomponent	Issue Description
887130	Platform	Localization Support	Workforce Optimization was not displaying correctly for users whose default device or browser language was Czech.

July 3 (WFM v. 2407.2.1)

Behind-the-scenes tweaks and fixes.

July 2 (build 1201)

Behind-the-scenes tweaks and fixes.