Configure Calabrio ONE for QM and Analytics
Application Management is used to configure Calabrio ONE. You have access only to the Calabrio ONE applications for which you are licensed and the features your role and permissions allow.
Global
User Configuration
- Manage teams for QM and Analytics (Teams)
- Create and edit users for QM and Analytics (Users)
- Manage roles and permissions for QM and Analytics (Roles)
- Manage views for QM (Views)
- Merge users for QM and Analytics (Merge Users)
- Configure Legacy API Access (Legacy API Access)
Administration
- Configure global settings (Global Settings)
- Restrict access to specific IP addresses (Network Access)
- Configure an authentication method (Authentication)
- Set up IAM authentication (IAM Authentication)
- Configure the password policy (Password Policy)
- Download Smart Desktop and Calabrio ONE Data Server installers (Downloads)
- Configure KPIs (KPI Configuration)
System Configuration
- Configure an ACD (ACD Configuration)
- Connect to an Active Directory server for QM and Analytics (Active Directory Configuration)
- Configure the Data Server for QM and Analytics (Data Server Configuration)
- Configure storage profiles for QM and Analytics (Storage Profiles)
- Add external storage locations (External Storage)
Performance Management
- Configure gamification points for QM (Points)
- Configure gamification levels for QM (Levels)
- Manage gamification performance categories for QM (Performance Categories)
- Collect QM performance data for gamification (Collect Performance Data)
Monitoring
- Monitor agents in real time (Agent Monitoring)
- Audit user and system changes for QM and Analytics (Audit)
- Download Data Server logs (Data Server Logs)
- Monitor connections to the Calabrio ONE server (Desktop Monitoring)
- Configure notifications (Notifications)
- Monitor scheduled bulk contact exports (Bulk Contact Export Audit)
- Review Active Directory sync results for QM and Analytics (Active Directory Sync)
- Monitor Data Server status (Data Server Status)
QM
QM Configuration
- Configure QM global settings (Global Settings)
- Manage metadata fields (Metadata Manager)
- Configure telephony groups for QM and Analytics (Telephony Groups)
- Manage telephony servers (Telephony Monitoring)
- Associate phones with agents, recording groups, and recording types (Device Associations)
- Manage evaluation forms (Evaluation Form Manager)
QM Contact Flows
- Automate QM workflows (Workflow Administration)
- Manage data retention policies (Retention)
- Configure QM archive settings (Archive Configuration)
- Add post-call surveys to contacts (Post Call Survey)
- Set goals for evaluators (Contact Goal Administration)
- Manage what contacts are recorded (Inclusion/Exclusion)
Analytics
Analytics
- Create Analytics tasks (Task Manager)
- Create and manage phrases and phrase categories (Phrase Manager)
- Configure automated desktop actions (Desktop Manager)
- Set up Smart Desktop event triggers (Field Manager)
- Configure Analytics (Analytics Configuration)
Data Management
Data Management
- Configure Data Management agents and tasks (Data Task Management)
- Create and manage tenants in the UDM (Unified Data Mart Administration)
- Create and manage on-demand report jobs (Real-Time [RT] Job Management)
- Create groups to share information (Sharing Groups)