August

Product features and enhancements

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

QM

Direction in CSV file (August 11): Enhanced the CSV file to include Direction for users that use the CSV file for post-processing.

WFM

Microsoft Dynamics real-time connector (August 28): Released version 1.4.1 to address issues with missing adherence events and state discrepancies.

Microsoft Dynamics historical connector (August 28): Released version 1.2.1 to fix several inaccuracies in Queue stats data.

Salesforce historical connector (August 28): Released version 2.1.1 to improve talk time handling when active time in Salesforce is zero.

Five9 v2 Real-Time connector (August 28, connector v. 1.0.8): Added a new Five9 v2 Real-Time connector that supports multi-channel adherence states. For more information, see the updated integration guide.

Five9 v2 Historical connector (August 28, connector v. 1.8.6): Enhanced the Five9 v2 Historical connector to allow users to exclude Voice Queue statistics gathering when pairing it with the v1 Historical connector.

Partial trade search and swap (Week of August 17, v. 2608.10.4): Enhanced shift swap capabilities to allow agents to search for and initiate partial shift search and swaps with eligible coworkers. Agents can select a specific time block from their assigned shift and find a matching time block from another agent's schedule to propose a swap. The system validates trade eligibility based on roles, skills, schedule conflicts, and business rules. For more information, see Post or pick up hours.

Multi-week shift bidding (Week of August 3, v. 2607.28.1): Introduced multi-week shift bidding, allowing administrators to create, publish, and award recurring multi-week shift patterns as a single biddable unit instead of managing one-week schedules. For more information, see View and create bid processes, Manage active bid processes.

Advanced validation alerts (Week of August 3, v. 2607.28.1): Enhanced the Partner Manager Distribution page with alerting capabilities to support negative value, contractual, and enterprise shape validations. The high-level dashboard now displays dynamic values that reflect real-time validation results.

Automatic capacity allocation (Week of August 3, v. 2607.28.1): Added automatic capacity allocation on the Partner Manager Distribution page, letting users distribute forecasted volumes across a month or year in a single action. This includes a Carry Forward toggle, when enabled, users enter workload details once for an iteration, and the system automatically carries the remaining allocations forward.

Post Extra hours from MyTime (Week of August 3, v. 2607.28.1): Introduced the ability to post Extra hours from MyTime for published schedule periods, allowing agents to pick up available hours. You can create Extra hours slots up to seven weeks in advance. This feature requires the appropriate permissions and profile configuration in the Workflow control set.

Improved Agent Assist response evaluation (Week of August 3, v. 2607.28.1): Added response evaluation in Agent Assist to improve context understanding and intent resolution.

Improved Agent Assist reliability (Week of August 3, v. 2607.28.1): Added retries in Agent Assist to reduce occurrences of "Couldn't reach server" errors and improve overall reliability.

Agent Assist date format update (Week of August 3, v. 2607.28.1): We have updated Agent Assist to use the date format configured in the user profile.

Analytics

PES/PNPS (August 4): Deprecated the PES (Predictive Evaluation Score) and PNPS (Predictive Net Promoter Score) features. This update removes all associated PES/PNPS tasks, and stops historical task processing. Analytics continues to respect the data retention policy, and data export remains available in Insights.

Insights

Forecasted Volume measure in WFM | Intraday Fundamentals dashboard (August 26): Updated the dashboard to replace the Forecasted Calls measure with the Forecasted Volume measure in the Incoming Traffic and Table View tabs.

Predictive Scores fields (August 4): Reflected the deprecation of the Predictive Scores fields across all dashboards and datasets. Added the (Legacy) suffix to these fields. Existing data remains available in datasets until the fields are removed from reporting datasets.

Resolved issues

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

August 25 (Build 1388)

Issue	Component	Subcomponent	Issue Description
1112866	QM	Agent Monitoring	Fixed an issue where the Agent Monitoring Report button did not correctly download a CSV file when clicked.
1109838	QM	Contact Queue	Fixed an issue where the contacts time and timezone did not follow the user's desktop properties timezone setting.

Week of August 24 (WFM v. 2608.18.26)

Behind-the-scenes tweaks and fixes.

August 18 (Build 1387)

Behind-the-scenes tweaks and fixes.

Week of August 17 (WFM v. 2608.10.4)

Issue	Component	Subcomponent	Issue Description
1109204	WFM	Shift Bidding	Fixed an issue where the application did not save agents' shift bid rankings, requiring agents to reselect their bids after navigating to another screen and returning.
1077644	WFM	MyTime	Fixed an issue where waitlisted or denied requests displayed an incomplete reason in the "Process waitlist" workflow and did not specify the date and time intervals with insufficient staffing.

August 11 (Build 1381)

Behind-the-scenes tweaks and fixes.

August 4 (Build 1380)

Behind-the-scenes tweaks and fixes.

Week of August 3 (WFM v. 2607.28.1)

Issue	Component	Subcomponent	Issue Description
1109208	WFM	Agent Assist	Fixed an issue where users were not able to book leave beyond 48 days.
1103051	WFM	Agent Assist	Fixed an issue where absence requests were not processed and displayed an "There is insufficient budget allowance" error message even when sufficient balance was available.
1104061	WFM	MyTime > Trade Hours	Fixed an issue where posting hours to the shift trade board failed when the agent format was set to en-NZ.
1073961	WFM	MyTime > Trade Hours	Fixed an issue where users with Finnish (fi-FI) and Sami (se-FI) language settings received an "Invalid time value" error when creating or modifying shift trade offers in MyTime Shift Exchange. Shift trade offers now process correctly for these locales
1106856	WFM	Notification	Fixed an issue where Reporting Managers were not able to receive notifications for absence requests.
1088859	WFM	Settings	Fixed an issue where the General Audit Trail report returned an error when viewing audit history for Scheduling Settings if any activity was configured with "Reported as" set to Lunch or Short Break.