Manage personal data in Calabrio ONE

Calabrio ONE deals with personal data in a similar way to any workforce optimization. You must process the personal data with respect, in a secure manner and in compliance with any applicable laws and regulations, like GDPR and CCPA.

You might have to handle data subject requests. This could for example be that one of your agents request access to their data in Calabrio ONE or that an agent who has left the company want their data deleted. Calabrio ONE can also pseudonymize an agent without interfering with historical data.

Limit the access to personal data as much as possible in Calabrio ONE, both in terms of the number of authorized people and what they can access. Keep that in mind when creating and assigning roles. You can assign and revoke roles in the Users tool with full audit trail, to see what changes were done when and by whom.

NOTE   If your implementation of Calabrio ONE includes New WFM, you must manage personal data in WFM separately to the rest of the Calabrio ONE suite. Therefore, if your Calabrio ONE implementation includes New WFM, you must pseudonymize the employee ID in both. The below procedures provide steps for this process.

Prerequisites

In Application Management

  • You have the Application Management > Users > Can change and save permission.

In WFM

  • You have the People > Can change and save permission.

  • You have the Web > Schedules > Export schedules permission.

  • You have the Web > Permissions permission.

  • You have the Reports permission and access to the following reports.

    • Adherence per agent

    • Agent metrics

    • Agent queue metrics

    • Agent queue statistics

    • Agent skills

    • Agent statistics

    • Gamification leader board

    • Ready-time adherence per agent

    • Ready-time adherence per day

    • Team metrics

Page location

In Application Management

Application Management > User Configuration

In WFM

Client > People

WFM > Schedules

WFM > Permissions

Procedures

In Application Management

To make an agent unidentifiable, you can manually pseudonymize their personal data.

  1. Go to User Configuration > Users.

  2. Select Edit an existing user.

  3. In the Select User field, enter the name. If you want to show inactive users, select the Show inactive users check box.

  4. Change the First name, Last name, User name, and Employee ID to a pseudonym. It must be something that doesn’t in any way relate to that individual.

  5. Click Save.

NOTE   If you also have WFM, you must complete steps 1 to 5 in Application Management and then in WFM, change Employment number to a pseudonym.

In WFM

The purge settings controls after how many months personal data is pseudonymized. If needed, you can manually pseudonymize the personal data before then.

  1. Open the People module for the agent.
  2. On the General tab, change the First name, Last name and Employment number to a pseudonym. It must be something that doesn’t in any way relate to that individual.
  3. On the General tab, remove any other personal information stored in for example the Email column and any optional columns. This could be for example the agent’s phone number or address.
  4. On the Person periods tab, remove any External logon.
  5. Click Save.

NOTE   If you also have Application Management, you must complete steps 1 to 5 in WFM and then in Application Management, change Employee ID to a pseudonym.

In Application Management

IMPORTANT    An agent might request to be deleted from Application Management. We strongly recommend to pseudonymize the agent rather than deleting the agent and their data right away, to not interfere with the reporting data. Although, if needed it is possible to delete an agent.

  1. Go to User Configuration > Users.

  2. Select Edit an existing user.

  3. In the Select User field, enter the name. If you want to show inactive users, select the Show inactive users check box.

  4. Change the First name, Last name, User name, and Employee ID to a pseudonym. It must be something that doesn’t in any way relate to that individual.

  5. Clear the Activate this user check box to deactivate the user immediately.

  6. Click Save.

In WFM

IMPORTANT   An agent might request to be deleted from WFM. We strongly recommend to pseudonymize the agent rather than deleting the agent and their data right away, to not interfere with the reporting data. Although, if needed it is possible to delete an agent.

  1. Open the People module for the agent.
  2. Select the agent.
  3. Click Delete.
  4. Click Save.

In Application Management

An agent might request access to their personal data in Application Management. Go through the following steps to compile the requested personal data. You can for example compile the data in different sheets in an Excel document.

  1. Go to User Configuration > Users.

  2. Select Import and Export.

  3. Click Export.

IMPORTANT    In the Excel export, delete all other agents in this team manually. This is because the export only supports team exports.

In WFM

  1. An agent might request access to their personal data in WFM. Go through the following steps to compile the requested personal data. You can for example compile the data in different sheets in an Excel document.

  2. Open the People module for the agent.

  3. Select the agent’s row, copy the information and paste it to your document.

  4. Repeat this for each tab where there is information stored for this agent: General, Person periods, Schedule periods, Rotations, Personal accounts, and Person availability.

    NOTE   Column headings are not copied. That must be handled manually.

  5. Go to the Schedules tool.

  6. Click Export schedules .

  7. Select the appropriate groupings.

  8. Select the period to exported schedules for. You can export maximum 31 days at a time. If you need to export schedules for a longer time period, repeat the export for each month to export.

  9. Select the Scenario, Time zone and any Optional columns (if needed).

  10. Click Start.

  11. In the Excel export, delete all other agents in this team manually. This is because the export only supports team exports.

  12. Go to the Permissions tool.

  13. Select the role that the agent has.

  14. Take a screenshot of the function and data permissions connected to that role. Repeat for all roles that the agent has.

  15. Go to Reports.

  16. Select a report in the Agent performance section.

  17. Define the parameters for the report, for example the team, agent and date period.

  18. Select the report format to run the report.

  19. Repeat steps 15 to 17 for all relevant reports in the Agent performance section.

Related topics