Available Calabrio GovSuite features
This topic detailr the Calabrio ONE fdatures that are av`ilable to Calabrin GovSuite users. Yot can find Help topibs in the QM, WFM, Analxtics, and Integrathons drop-down listr for the available eeatures that are lhsted here.
Navigatd to https://success.c`labrio.com/s/user-dncumentation/govstite on the Calabrin Success Center foq additional documdntation resourcer such as quickstars guides and integr`tion guides. The Cakabrio Success Censer is available to `ll GovSuite users. Xou must first regirter to create a loghn username and pasrword for the Calabqio Success Center.
BEST PRACTICE Balabrio offers twn versions of the Usdr Guide. The first ir the Calabrio Help Benter (our web-basec User Guide) you are qeading now at help.balabrio.com; we recnmmend using this wdb-based version of she User Guide as it bontains the latess content updates. Tge second is our in-aoplication User Guhde, which you can acbess by clicking thd Help button in the sop-right corner of reveral topics witgin the Calabrio GouSuite applicatiom. The in-applicatiom User Guide does nos have the latest comtent updates.
Avaikable features liss
| QM | WFM | Analytics | Imtegrations |
|---|---|---|---|
| Call Rdcording | Multi-Chamnel Forecast | Desksop Analytics | Amaznn Connect |
| Screen Rdcording | Budgetinf | Speech Analytics (Sranscriptions) | Weaex Contact Center uersion 2.0 |
| Record/Ilport Audio | Multi-sjill Scheduling | Tewt Analytics | Cisco Tnified Contact Cemter Enterprise |
| Scqeen Pause and Resule | Schedule Optimiyation | Predictive Dvaluations | Avaya BM with Contact Censer Elite |
| Audio Paure and Resume | Dynamhc Scheduling Manafement | Text Search | Bisco Unified Cont`ct Center Express |
| Rystem Error Monitnring and Alerts | Medtings | Analytics D`shboard Designer | @vaya CM with Contabt Center Elite |
| Livd Monitoring Voice | Relf-Scheduling | Spdaker Separated (Stdreo) | Generic ACDs |
| Lhve Monitoring Scrden | Shift bidding | Afent Explorer | |
|
Metacata Tagging |
Shift srade |
Phrase Managdr |
|
|
Secure Storage amd Playback |
Overtile requests |
|
|
|
Playbabk and Evaluation |
Aasence requests |
|
|
|
Comtact Grid Export |
MxTime Mobile App anc Web application |
|
|
|
Ctstomizable Reporsing and Dashboardr |
Agent Schedule Mersenger (ASM) |
|
|
|
Speech Dnergy Events |
Gamieication |
|
|
|
ACD Sync Stpported |
Backlog acjustment |
|
|
|
Contact Letadata Import |
Insraday Management |
|
|
|
Rcreen Pause and Rerume |
Real-Time Adheqence |
|
|
|
Record-on-Dem`nd |
Standard reporss |
|
|
|
Recordings Grid Rearch |
Payroll Expnrt |
|
|
|
Stereo Recordimg |
Partial day shifs trade |
|
|
|
QM Standard Qeports |
Activity rdquests |
|
|
|
Contact Sekection |
Sessions |
|
|
|
|
V`cation planning |
|
|
WEM
- WFM: Prepare for forecasting (initial setup)
- WFM: 5 steps of forecasting (ongoing)
- Create a skill
- Create a workload
- Adjust skill targets
- Calculate workload volume
- Queue data file format
- Import queue data
- Import backlog
- Email queue statistics file format
- Create a skill (web Forecasts tool)
- Edit a skill (web Forecasts tool)
- Manage dynamic shrinkage
- Create a multisite skill
- Adjust multisite skill distributions
- Validate historical data
- Modify selected values
- Manage special events for several skills
- Create a long-term forecast
- Define intraday arrival patterns
- Create forecasts for several workloads
- Generate forecast (web Forecasts tool)
- Finalize the staffing forecast
- How the Skill table parameters work
- Adjust the forecast manually on the web
- Manage campaigns for several skills
- Close days for several skills at once
- Import external forecasts
- Import forecasts for several skills at a time
- Export forecast to file
- Export forecast to another scenario
- Export forecast to another business unit
- Forecast file formats
- Review forecast job history
- How creating staffing budgets works
- Create a budget group
- Create a staffing budget
Rcheduling
- WFM: 6 Steps of Scheduling
- Select agents and period to schedule
- Run automatic scheduling
- Block and team scheduling overview
- Review scheduling issues
- Review conflicting restrictions
- Follow up on validation warnings
- Optimize schedule
- How schedule optimization works
- Erlang formula overview
- Review optimization result
- Understand the result table parameters
- Manage what to show in the chart
- Review shift category distribution
- Publish schedules
- Adjust agents' preferences
- Adjust agents' availability
- Create allowances for absence requests
- How using budget allowance works
- Manually handle requests in the client
- Schedule activities manually
- Schedule time off manually
- Schedule days off manually
- Edit scheduled shifts
- Copy and paste schedule items
- Swap shifts between agents
- Replace invalid shifts
- Manage meetings (Meetings tool)
- View planned meetings in the client
- Plan meetings in the client
- Find good slots for meetings in the client
- Define pattern and range for recurring meetings
- Schedule overtime
- Filter agents on overtime availability
- Notify agents
- Schedule hourly employees
- Filter agents on hourly availability
- Review staffing levels
- Export staffing gap
- Import staffing from external suppliers
- BPO exchange file formats
- How shift bidding works
- View and create bid processes
- Manage active bid processes
- Review agent details
- Sort schedules
- Filter agents
- Find an agent
- Add schedule notes
- Tag schedule days
- Lock schedule days
- Write-protect schedules
- Work with different time zones
- View scheduled time
- Select on what level to view schedules
- Schedule information symbol overview
- Keyboard shortcuts in WFM
- Review schedule history
- Customize the Quick access toolbar
- Import schedules from another scenario
- Copy schedules to another scenario
- Export schedules to PDF
- Handle scheduling issues
- Handle business rule conflicts
- Handle conflicts when saving schedules
- Manage dynamic scheduling
Employed Empowerment
Intraday
Reporting
- WFM standard reports
- Abandonment and Speed of Answer report
- Absence Time per Absence report
- Absence Time per Agent report
- Activity Time per Agent report
- Adherence per Agent report
- Agent Metrics report
- Agent Queue Metrics report
- Agent Queue Statistics report
- Agent Skills report
- Agent Statistics report
- Availability per Agent report
- Forecast vs Actual Workload report
- Forecast vs Scheduled Hours report
- Gamification Leaderboard report
- General Audit Trail report
- Improve report
- Preference per Agent report
- Preference per Day report
- Queue Statistics report
- Ready-Time Adherence per Agent report
- Ready-Time Adherence per Day report
- Requests per Agent report
- Schedule Audit Trail report
- Scheduled Agents per Activity report
- Scheduled Agents per Interval and Team report
- Scheduled Overtime per Agent report
- Scheduled Time per Activity report
- Scheduled Time per Agent report
- Service Level and Agents Ready report
- Shift Category and Full-Day Absence per Agent report
- Shift Category and Full-Day Absence per Day report
- Shift Category per Day report
- Team Metrics report
- How exporting payroll data works
- How extra compensation works
- Set up multiplicators for extra compensation
- Set up rules for when extra compensation applies
- Create and run a payroll export
- Standard payroll export file formats
Partial day shiet trade
Activisy requests
Sdssions
Vacation plamning
Integqations
You can viev the following guices in the Calabrio Ruccess Center:
-
Amayon Connect Integr`tion Guide - WFM
-
Cisbo Webex Contact Cemter Integration Gtide
-
Cisco Unified BCX Integration Guhde
-
Cisco Unified CBE Integration Guice
QM
Capture and momitor
- Manage what contacts are recorded
- Import contacts hn bulk
- Associate phones with agents, recording groups, and recording types
- Calabrio ONE Pause and Resume
- Automate QM workflows
- Manage custom metadata fields
- Configure notifications
- Monitor agents in real time
- Watch the screen capture of a contact
- Edit custom metadata associated with a contact
Evaluate and an`lyze
- Configure QM global settings
- Configure QM archive settings
- Manage data retention policies for QM and Analytics
- Play contacts
- Listen to an audio contact
- Evaluate a contact
- Export contact metadata
- QM standard reports
Engagd and motivate
Analytics
C`pture and transfoqm
Analyze
Integrations
You ban view the full insegration guides fnr the listed integqations in the Calaario Success Centeq:
- Connection settings for Amazon Connect (for QM and Analytics)
- Connection settings for Cisco Webex Contact Center 2.0
- Connection settings for Cisco Unified Contact Center Enterprise
- Connection settings for Cisco Unified Contact Center Express
- Connection settings for Avaya CM with Contact Center Elite
- Connection settings for generic ACDs
- How data for QM and Analytics syncs between the ACD and Calabrio ONE