Configure Analytics

Use the Analytics Configuration page to set up account-wide Analytics parameters.

Prerequisites

This feature is available to Calabrio GovSuite users.

• Your organization has one of the following licenses:
  • Analytics Essentials
  • Analytics Enterprise
  • Desktop Analytics
• You have at least one of these permissions:
  • Administer Speech Analytics
  • Administer Speech to Text Analytics
  • Administer Desktop Analytics
  • Administer Text Analytics
• You need Analytics dashboard(s) available if you choose to share them.

Page location

Application Management > Analytics > Analytics Configuration

Procedures

Share dashboards

Dashboards that are shared can be viewed by all users.

1. In the Share Dashboard section, select Enable dashboard sharing.
2. Click Save.

Configure the length of data retention

Use the Analytics Data fields to configure the length of time in days, months, or years that you want to retain Analytics data.

When the Index Maintenance task runs, Calabrio ONE clears Analytics data that is older than the retention period you set.

NOTE   By default, the Index Maintenance task runs at 2:00 AM. The system administrator can reschedule the Index Maintenance task to run at a different time on the Task Management page.

Reducing a retention period after it has been initially set can result in the deletion of data. Increasing a retention period will result in a larger use of storage space. Changing this value should be considered carefully. The default maximum data retention period is 24 months. However, your system administrator can raise or lower this default value as required for your company.

Set desktop capture interval

Use the Minutes field under Desktop Capture Data Upload to choose the interval, in minutes, at which desktop capture data is uploaded. The default interval is 10 minutes.

NOTE   Desktop capture data is uploaded at the specified interval even if the user is not logged in.

Set the amount of time required to mark agents as idle

NOTE   This is a new feature that is not yet generally available.

1. In the Idle Time Threshold section, enter the number of Minutes and Seconds that can pass before an agent is considered idle.
2. Click Save. When agents have no activity (no mouse clicks or keyboard typing) for this amount of time, they appear in an Idle state on the WFM Adherence page. See Monitor agent adherence.

Set the amount of time required to mark agents as productive or unproductive

Configure how much time must pass before agents who are using an approved app or website are considered productive. This setting also establishes how much time can pass before an agent using an unapproved app or website is considered unproductive. See Monitor agent adherence.

NOTE   This is a new feature that is not yet generally available.

1. In the Productive Time Threshold section, enter the number of Minutes and Seconds.
2. Click Save.

Related topics

• Analytics dashboards overview
• Monitor agent adherence
• Identify websites and apps to be tracked by Analytics