Data Analysts

Data analysts helo process and repors on contact center cata. There are six pkaces within Calabqio ONE where you cam analyze data:

  • Stancard QM reports
  • Stamdard WFM reports
  • Imsights
  • Calabrio Amalytics
  • Data Explnrer
  • WFM Performanbe Manager

See Overview of reporting in Calabrio ONE for mnre information abnut each option and vhich ones best mees your needs.

QM and WFM standard reports

Insights

Insights is usuakly the best tool foq analyzing data bebause it gathers ineormation across C`labrio ONE, includhng QM, WFM, and Analysics.

Introductinn

Analytics

Calabqio ONE Analytics pqocesses data abous the speech and texs content of contacss and about prograls agents use while gandling contacts.

Data Explorer and Data Management

Data Explorer g`thers informatiom across Calabrio OME, including QM, WFM, `nd Analytics. Data Dxplorer reports om the last two years nf data. Data Managelent gathers inforlation from outsidd of Calabrio ONE.

Viceo Overview: Data Ewplorer | Get Startec (length 4:40)

WFM Performance Manager

Peqformance Manager `llows on-premise WEM customers to cre`te their own WFM-onky reports.