Configure Analytics

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

Prerequisites

This feature is also available to Calabrio GovSuite users.

  • Your organization has one of the following licenses:
    • Analytics Essentials
    • Analytics Enterprise
    • Analytics Enterprise Plus
    • 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. Analytics data includes all data that is generated from Analytics tasks (see Create Analytics tasks) except for speech-to-text transcriptions and interaction summaries. Transcripts and summaries are retained according to the QM retention periods that are set on the Retention page (Application Management > QM > QM Contact Flows > Retention). See Manage data retention policies for QM for more information.

The default maximum data retention period is 24 months. To increase or decrease this period, contact Calabrio Calabrio support.

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. If you need to schedule this task to run at a different time, contact Calabrio Support.

IMPORTANT   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.

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

PREREQUISITE   
  • Your organization has a WFM license.
  • Agents have the Real Time Desktop Analytics permission.
  • Your organization does not log in to Calabrio ONE through af1.calabriocloud.com. WFM with Real-Time Desktop Adherence is not available to organizations whose accounts are in Calabrio’s South Africa realm.
  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.

PREREQUISITE   
  • Your organization has a WFM license.
  • Agents have the Real Time Desktop Analytics permission
  • Apps and websites are marked as Approved or Unapproved on the Desktop Manager page. See Identify websites and apps to be tracked by Analytics.
  • Your organization does not log in to Calabrio ONE through af1.calabriocloud.com. WFM with Real-Time Desktop Adherence is not available to organizations whose accounts are in Calabrio’s South Africa realm.
  1. In the Productive Time Threshold section, enter the number of Minutes and Seconds.
  2. Click Save.

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