September

Product features and enhancements

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

Platform/Suite-Wide

New course: Elevating Your Impact through AI Tags (September 2): We’ve launched a new course that shows you how to use AI-powered tagging to turn customer conversations into meaningful insights. Learn how to build, manage, and apply a tagging system to uncover trends, improve performance, and drive smarter decisions across your organization. Click here to learn more about the course and register.

QM

Agent API (September 8): Enhanced the Agent API to include a userIdentities field containing all acdIds and acdServerIds associated with an agent.

WFM

Activity request on Overtime (Week of September 7, v. 2609.4.10): Agents can no longer submit Activity requests on top of scheduled Overtime.

Multiple-week view in Schedules (Week of September 7, v. 2609.4.10): Expanded the Schedules week view on the web, allowing users to view up to four weeks of schedules at once.

Adherence State groups update (Week of September 7, v. 2609.4.10): Enhanced the Adherence State groups page to allow users to assign multiple ungrouped states to state groups at once. For more information, see Manage state groups on the web.

Analytics

Sentiment ETL enhancement (September 2): Enhanced the Sentiment ETL to mark voicemail conversations with voice, mono channel, user-only messages, and fewer than 6 messages as invalid. Invalid interactions now receive a "Neutral" sentiment.

Resolved issues

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

September 8 (Build 1390)

Issue	Component	Subcomponent	Issue Description
1108680	Analytics	Trending Topics	Fixed an issue where users were unable to unselect the AdminTrendingTopics permission due to an incorrect dependency.

Week of September 7 (WFM v. 2609.4.10)

Issue	Component	Subcomponent	Issue Description
1103253	WFM	MyTime > Self-Scheduling	Fixed an issue that caused delays during self-scheduling actions in MyTime.
1110727	WFM	Requests > Absence Requests	Fixed an issue where waitlisted Paid Time Off (PTO) absence requests remained in a waitlisted status after the requested date had passed.
1108089	WFM	RTA	Fixed an issue where users with team-scoped (MyTeam) permissions could see agents and teams outside their permitted scope in the Monitor Agents and Historical Overview tabs when sorting or filtering.