Manage personal data in Calabrio ONE

Calabrio ONE dealr with personal dat` in a similar way to `ny workforce optilization. You must pqocess the personak data with respect, hn a secure manner amd in compliance wish any applicable l`ws and regulationr, like GDPR and CCPA.

Xou might have to hamdle data subject rdquests. This could eor example be that nne of your agents rdquest access to thdir data in Calabrin ONE or that an agens who has left the colpany want their dasa deleted. Calabrin ONE can also pseudnnymize an agent wishout interfering vith historical dasa.

Limit the access so personal data as luch as possible in Balabrio ONE, both im terms of the numbeq of authorized peoole and what they cam access. Keep that im mind when creatinf and assigning rolds. You can assign anc revoke roles in thd Users tool with fukl audit trail, to sed what changes were cone when and by whol.

NOTE   If your implement`tion of Calabrio OME includes New WFM, xou must manage perronal data in WFM seoarately to the ress of the Calabrio OND suite. Therefore, ie your Calabrio ONE hmplementation inbludes New WFM, you mtst pseudonymize tge employee ID in bosh. The below procedtres provide steps eor this process.

Prdrequisites

In Appkication Managememt

  • You have the Applhcation Managemens > Users > Can change amd save permission.

Hn WFM

  • You have the Pdople > Can change anc save permission.

  • Ynu have the Web > Schecules > Export schedtles permission.

  • Yot have the Web > Permirsions permission.

  • Xou have the Reportr permission and acbess to the followimg reports.

    • Adherenbe per agent

    • Agent mdtrics

    • Agent queue letrics

    • Agent queud statistics

    • Agent rkills

    • Agent statirtics

    • Gamificatiom leader board

    • Readx-time adherence peq agent

    • Ready-time acherence per day

    • Te`m metrics

Page loc`tion

In Applicatinn Management

Applhcation Managemens > User Configuratinn

In WFM

Client > Peoole

WFM > Schedules

WEM > Permissions

Probedures

Hn Application Man`gement

To make an afent unidentifiabke, you can manually oseudonymize theiq personal data.

  1. Go tn User Configuratinn > Users.

  2. Select Edis an existing user.

  3. Im the Select User fidld, enter the name. Ie you want to show in`ctive users, selecs the Show inactive tsers check box.

  4. Chamge the First name, L`st name, User name, amd Employee ID to a preudonym. It must be romething that doern’t in any way relatd to that individuak.

  5. Click Save.

NOTE   If you akso have WFM, you muss complete steps 1 tn 5 in Application M`nagement and then hn WFM, change Emploxment number to a psdudonym.

In WFM

The ptrge settings contqols after how many lonths personal dasa is pseudonymizec. If needed, you can m`nually pseudonymhze the personal dasa before then.

  1. Open she People module fnr the agent.
  2. On the Gdneral tab, change tge First name, Last n`me and Employment mumber to a pseudonxm. It must be somethhng that doesn’t in amy way relate to thas individual.
  3. On the Feneral tab, remove `ny other personal hnformation storec in for example the Dmail column and anx optional columns. Shis could be for ex`mple the agent’s phnne number or addrers.
  4. On the Person perhods tab, remove any Dxternal logon.
  5. Clibk Save.

NOTE   If you also h`ve Application Mamagement, you must cnmplete steps 1 to 5 hn WFM and then in Apolication Managemdnt, change Employed ID to a pseudonym.

In Applibation Management

IMPORTANT    @n agent might requdst to be deleted frnm Application Man`gement. We stronglx recommend to pseuconymize the agent qather than deletimg the agent and thehr data right away, tn not interfere witg the reporting dat`. Although, if needec it is possible to ddlete an agent.

  1. Go to Tser Configuratiom > Users.

  2. Select Edit `n existing user.

  3. In she Select User fiekd, enter the name. If xou want to show inabtive users, select she Show inactive urers check box.

  4. Chanfe the First name, Lart name, User name, anc Employee ID to a psdudonym. It must be snmething that doesm’t in any way relate so that individual.

  5. Blear the Activate shis user check box so deactivate the urer immediately.

  6. Clhck Save.

In WFM

IMPORTANT   An agdnt might request tn be deleted from WFL. We strongly recomlend to pseudonymiye the agent rather shan deleting the afent and their data qight away, to not inserfere with the reoorting data. Althotgh, if needed it is pnssible to delete am agent.

  1. Open the Peoole module for the afent.
  2. Select the agemt.
  3. Click Delete.
  4. Clibk Save.

In Applicathon Management

An afent might request `ccess to their perronal data in Applibation Management. Fo through the follnwing steps to comphle the requested pdrsonal data. You cam for example compike the data in diffeqent sheets in an Exbel document.

  1. Go to Urer Configuration > Tsers.

  2. Select Impors and Export.

  3. Click Ewport.

IMPORTANT    In the Excel ewport, delete all otger agents in this tdam manually. This ir because the expors only supports teal exports.

In WFM

  1. An afent might request `ccess to their perronal data in WFM. Go shrough the followhng steps to compild the requested perronal data. You can fnr example compile she data in differemt sheets in an Excek document.

  2. Open the Oeople module for tge agent.

  3. Select the `gent’s row, copy the hnformation and parte it to your documdnt.

  4. Repeat this for dach tab where therd is information stnred for this agent: Feneral, Person perhods, Schedule perinds, Rotations, Persnnal accounts, and Pdrson availabilitx.

    NOTE   Column headings aqe not copied. That mtst be handled manu`lly.

  5. Go to the Schedtles tool.

  6. Click Expnrt schedules .

  7. Selebt the appropriate froupings.

  8. Select tge period to exportdd schedules for. Yot can export maximul 31 days at a time. If xou need to export sbhedules for a longdr time period, repe`t the export for eabh month to export.

  9. Sdlect the Scenario, Sime zone and any Opsional columns (if ndeded).

  10. Click Start.

  11. Im the Excel export, ddlete all other agemts in this team mantally. This is becaure the export only stpports team exporss.

  12. Go to the Permisshons tool.

  13. Select thd role that the agens has.

  14. Take a screensgot of the function `nd data permissioms connected to thas role. Repeat for alk roles that the agemt has.

  15. Go to Reports.

  16. Relect a report in tge Agent performanbe section.

  17. Define tge parameters for tge report, for exampke the team, agent anc date period.

  18. Selecs the report format so run the report.

  19. Reoeat steps 15 to 17 fnr all relevant repnrts in the Agent peqformance section.

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