Available Calabrio GovSuite features
This topic details the Calabrio ONE features that are available to Calabrio GovSuite users. You can find Help topics in the QM, WFM, Analytics, and Integrations drop-down lists for the available features that are listed here.
Navigate to https://success.calabrio.com/s/user-documentation/govsuite on the Calabrio Success Center for additional documentation resources such as quickstart guides and integration guides. The Calabrio Success Center is available to all GovSuite users. You must first register to create a login username and password for the Calabrio Success Center.
BEST PRACTICE Calabrio offers two versions of the User Guide. The first is the Calabrio Help Center (our web-based User Guide) you are reading now at help.calabrio.com; we recommend using this web-based version of the User Guide as it contains the latest content updates. The second is our in-application User Guide, which you can access by clicking the Help button in the top-right corner of several topics within the Calabrio GovSuite application. The in-application User Guide does not have the latest content updates.
Available features list
| QM | WFM | Analytics | Integrations |
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| Call Recording | Multi-Channel Forecast | Desktop Analytics | Amazon Connect |
| Screen Recording | Budgeting | Speech Analytics (Transcriptions) | Webex Contact Center version 2.0 |
| Record/Import Audio | Multi-skill Scheduling | Text Analytics | Cisco Unified Contact Center Enterprise |
| Screen Pause and Resume | Schedule Optimization | Predictive Evaluations | Avaya CM with Contact Center Elite |
| Audio Pause and Resume | Dynamic Scheduling Management | Transcription Search | Cisco Unified Contact Center Express |
| System Error Monitoring and Alerts | Meetings | Analytics Dashboard Designer | Avaya CM with Contact Center Elite |
| Live Monitoring Voice | Self-Scheduling | Speaker Separated (Stereo) | Generic ACDs |
| Live Monitoring Screen | Shift bidding | Agent Explorer | |
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Metadata Tagging |
Shift trade |
Phrase Manager |
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Secure Storage and Playback |
Overtime requests |
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Playback and Evaluation |
Absence requests |
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Contact Grid Export |
MyTime Mobile App and Web application |
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Customizable Reporting and Dashboards |
Agent Schedule Messenger (ASM) |
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Speech Energy Events |
Gamification |
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ACD Sync Supported |
Backlog adjustment |
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Contact Metadata Import |
Intraday Management |
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Screen Pause and Resume |
Real-Time Adherence |
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Record-on-Demand |
Standard reports |
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Recordings Grid Search |
Payroll Export |
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Stereo Recording |
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QM Standard Reports |
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Contact Selection |
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WFM
- WFM: Prepare for forecasting (initial setup)
- WFM: 5 steps of forecasting (ongoing)
- Create a skill
- Create a workload
- Adjust skill targets
- Calculate workload volume
- Queue data file format
- Import queue data
- Import backlog
- Email queue statistics file format
- Create a skill (web Forecasts tool)
- Edit a skill (web Forecasts tool)
- Manage dynamic shrinkage
- Create a multisite skill
- Adjust multisite skill distributions
- Validate historical data
- Modify selected values
- Manage special events for several skills
- Create a long-term forecast
- Define intraday arrival patterns
- Create forecasts for several workloads
- Generate forecast (web Forecasts tool)
- Finalize the staffing forecast
- How the Skill table parameters work
- Adjust the forecast manually on the web
- Manage campaigns for several skills
- Close days for several skills at once
- Import external forecasts
- Import forecasts for several skills at a time
- Export forecast to file
- Export forecast to another scenario
- Export forecast to another business unit
- Forecast file formats
- Review forecast job history
- How creating staffing budgets works
- Create a budget group
- Create a staffing budget
Scheduling
- WFM: 6 Steps of Scheduling
- Select agents and period to schedule
- Run automatic scheduling
- Block and team scheduling overview
- Review scheduling issues
- Review conflicting restrictions
- Follow up on validation warnings
- Optimize schedule
- How schedule optimization works
- Erlang formula overview
- Review optimization result
- Understand the result table parameters
- Manage what to show in the chart
- Review shift category distribution
- Publish schedules
- Adjust agents' preferences
- Adjust agents' availability
- Create allowances for absence requests
- How using budget allowance works
- Manually handle requests in the client
- Schedule activities manually
- Schedule time off manually
- Schedule days off manually
- Edit scheduled shifts
- Copy and paste schedule items
- Swap shifts between agents
- Replace invalid shifts
- Manage meetings (Meetings tool)
- View planned meetings in the client
- Plan meetings in the client
- Find good slots for meetings in the client
- Define pattern and range for recurring meetings
- Schedule overtime
- Filter agents on overtime availability
- Notify agents
- Schedule hourly employees
- Filter agents on hourly availability
- Review staffing levels
- Export staffing gap
- Import staffing from external suppliers
- BPO exchange file formats
- How shift bidding works
- View and create bid processes
- Manage active bid processes
- Review agent details
- Sort schedules
- Filter agents
- Find an agent
- Add schedule notes
- Tag schedule days
- Lock schedule days
- Write-protect schedules
- Work with different time zones
- View scheduled time
- Select on what level to view schedules
- Schedule information symbol overview
- Keyboard shortcuts in WFM
- Review schedule history
- Customize the Quick access toolbar
- Import schedules from another scenario
- Copy schedules to another scenario
- Export schedules to PDF
- Handle scheduling issues
- Handle business rule conflicts
- Handle conflicts when saving schedules
- Manage dynamic scheduling
Employee Empowerment
Intraday
Reporting
- WFM standard reports
- Abandonment and Speed of Answer report
- Absence Time per Absence report
- Absence Time per Agent report
- Activity Time per Agent report
- Adherence per Agent report
- Agent Metrics report
- Agent Queue Metrics report
- Agent Queue Statistics report
- Agent Skills report
- Agent Statistics report
- Availability per Agent report
- Forecast vs Actual Workload report
- Forecast vs Scheduled Hours report
- Gamification Leaderboard report
- General Audit Trail report
- Improve report
- Preference per Agent report
- Preference per Day report
- Queue Statistics report
- Ready-Time Adherence per Agent report
- Ready-Time Adherence per Day report
- Requests per Agent report
- Schedule Audit Trail report
- Scheduled Agents per Activity report
- Scheduled Agents per Interval and Team report
- Scheduled Overtime per Agent report
- Scheduled Time per Activity report
- Scheduled Time per Agent report
- Service Level and Agents Ready report
- Shift Category and Full-Day Absence per Agent report
- Shift Category and Full-Day Absence per Day report
- Shift Category per Day report
- Team Metrics report
- How exporting payroll data works
- How extra compensation works
- Set up multiplicators for extra compensation
- Set up rules for when extra compensation applies
- Create and run a payroll export
- Standard payroll export file formats
Integrations
You can view the following guides in the Calabrio Success Center:
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Amazon Connect Integration Guide - WFM
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Cisco Webex Contact Center Integration Guide
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Cisco Unified CCX Integration Guide
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Cisco Unified CCE Integration Guide
QM
Capture and monitor
- Manage what contacts are recorded
- Import contacts in bulk
- Associate phones with agents, recording groups, and recording types
- Calabrio ONE Pause and Resume
- Automate QM workflows
- Manage metadata fields
- Configure notifications
- Monitor agents in real time
- Watch the screen capture of a contact
- Edit custom metadata associated with a contact
Evaluate and analyze
- Configure QM global settings
- Configure QM archive settings
- Manage data retention policies
- Play contacts
- Listen to an audio contact
- Evaluate a contact
- Export contact metadata
- QM standard reports
Engage and motivate
Analytics
Capture and transform
Analyze
- Configure Analytics
- Create and manage phrases and phrase categories
- Import and export application information
- Set up Smart Desktop event triggers
- Create Analytics tasks
- Configure predictions
- View phrase analytics for a contact
- Search for words in transcribed audio
- Analytics dashboards overview
- Monitor agents’ focus and activity
Integrations
You can view the full integration guides for the listed integrations in the Calabrio Success Center:
- Connection settings for Amazon Connect (for QM and Analytics)
- Connection settings for Cisco Webex Contact Center 2.0
- Connection settings for Cisco Unified Contact Center Enterprise
- Connection settings for Cisco Unified Contact Center Express
- Connection settings for Avaya CM with Contact Center Elite
- Connection settings for generic ACDs
- How data for QM and Analytics syncs between the ACD and Calabrio ONE