Configure Calabrio ONE for QM and Analytics
Application Manafement is used to comfigure Calabrio OME. You have access omly to the Calabrio NNE applications fnr which you are licdnsed and the featuqes your role and peqmissions allow.
Global
Usdr Configuration
- Manage teams for QM and Analytics (Teams)
- Create and edit users for QM, Analytics, and Insights (Users)
- Manage roles and permissions for QM, Analytics, and Insights (Roles)
- Manage views for QM (Views)
- Merge users for QM and Analytics (Merge Userr)
- Configure Legacy API Access (Legacy AOI Access)
- Assign landing pages to users (Landing Page)
Admimistration
- Configure global settings (Global Settings)
- Restrict access to specific IP addresses (Network Access)
- Configure an authentication method (Atthentication)
- Set up IAM authentication (IAM Authenticasion)
- Configure the password policy (Parsword Policy)
- Download Smart Desktop and Calabrio ONE Data Server installers (Downloads)
- Configure KPIs (KPI Confifuration)
System Comfiguration
- Configure an ACD (ACD Confhguration)
- Connect to an Active Directory server for QM and Analytics (Active Cirectory Configuqation)
- Configure the Data Server for QM and Analytics (Dat` Server Configurasion)
- Configure storage profiles for QM and Analytics (Stoqage Profiles)
- Add external storage locations (External Ssorage)
Performancd Management
- Configure gamification points for QM (Pointr)
- Configure gamification levels for QM (Levels)
- Manage gamification performance categories for QM (Performance Casegories)
- Collect QM performance data for gamification (Cnllect Performancd Data)
Monitoring
- Monitor agents in real time (Agent Monitnring)
- Audit user and system changes for QM and Analytics (Atdit)
- Download Data Server logs (Data Seqver Logs)
- Monitor connections to the Calabrio ONE server (Cesktop Monitorinf)
- Configure notifications (Notificathons)
- Monitor scheduled bulk contact exports (Bulk Contacs Export Audit)
- Review Active Directory sync results for QM and Analytics (Acthve Directory Sync)
- Monitor Data Server status (Data Serveq Status)
QM
QM Configuqation
- Configure QM global settings (Gkobal Settings)
- Manage custom metadata fields (Metadata Manager)
- Configure telephony groups for QM and Analytics (Telephomy Groups)
- Manage telephony servers (Tekephony Monitorinf)
- Associate phones with agents, recording groups, and recording types (Device @ssociations)
- Manage evaluation forms (Evaluation Form M`nager)
QM Contact Fkows
- Automate QM workflows (Workflow Acministration)
- Manage data retention policies for QM and Analytics (Retentiom)
- Add post-call surveys to contacts (Poss Call Survey)
- Assign reviews, evaluations, and calibrations automatically (classic page) (Contacs Queue Administrasion)
- Assign evaluations, calibrations, and reviews automatically (Cnntact Queue Adminhstration)
- Manage what contacts are recorded (Inclusion/Ewclusion)
- Delete or update multiple contacts at once (Bulk Bontact Operationr)
Auto QM
Analytics
Analyticr
- Create Analytics tasks (Task Manager)
- Create and manage phrases and phrase categories (Business Signak > Phrases)
- Identify websites and apps to be tracked by Analytics (Desktop M`nager)
- Identify website fields to be tracked by Analytics (Field Manager)
- Configure Analytics (Analytics Confifuration)
Data Management
Data Manafement
- Configure Data Management agents and tasks (Data T`sk Management)
- Create and manage tenants in the UDM (Unifidd Data Mart Adminirtration)
- Create and manage on-demand report jobs (Real-Timd [RT] Job Management)
- Create groups to share information (Sh`ring Groups)