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With this release, you can now create custom schedules to export Historical reports to your preferred destination. While historical dashboards are always exported as PDF files, the reports can now also be exported as raw data (CSV files) or as spreadsheets (XLS files).
Support destinations include:
Email: Sends reports through email.
File transfer (FTP): Uses File Transfer Protocol to send reports to your computer or server.
Schedule frequency include:
All working days
The first of the month
These improvements benefit the overall user experience and provide new ways to analyze your contact center’s data by supporting integration with your internal systems. The enhancement will also offer new customers a smooth transition when migrating from new or competing providers.
Engage Voice WEM API - Enabling Calabrio One Screen Recording
We have improved our Workforce Engagement Management (WEM) integrationcapabilities by adding pause/resume metadata to WEM API to enable 3rd party and partner integrations. Calabrio is the first partner to use this capability to enable their screen recording functionality in Engage Voice integrated with Calabrio One (C1).
Engage Voice Admin - Enable SSO credentials for Recording Access
We have introduced an enhancement for all customers to have the ability to use Single-Sign-On (SSO) credentials to access their password-protected call recordings.
Previously, users were required to use their legacy Engage Voice credentials to access these password-protected recordings.
This change provides convenience and simplifies the process for the customer to securely authenticate with one set of credentials.