About Performance Management

Access

The following do not have access to performance management.

Classic WFM licenses
Teleopti WFM licenses
Calabrio ONE on-premise deployments

Prerequisites

Your organization's Calabrio ONE account cannot be hosted in Calabrio's South Africa realm (za1.calabriocloud.com). Performance Management is not available to accounts in the ZA1 realm.
Your organization must use an identity and access management (IAM) authentication option on the IAM Authentication page. To configure IAM authentication, navigate to Application Management > IAM Authentication > and select the Enable IAM Authentication (Direct Login) or Enable IAM External Authentication Entity (Company Login) check box.

Performance Management is not compatible with legacy authentication options through the Authentication page in Application Management.
Your organization must use a subdomain-based URL. See Log in to Calabrio ONE with your subdomain URL for details.
- Your IT team must whitelist *.calabrio.one so your subdomain is accessible.
You need to enable Performance Management permissions and have the required licenses. See the "Performance Management" section in Manage roles and permissions for QM, Analytics, Insights, and Performance Management for details.
(WFM only) The WFM user’s email address must match the email address used to sign in to Calabrio ONE Performance Management. This alignment ensures that WFM account data synchronizes correctly and is available in Performance Management.

Important details

Performance Management respects the scope of access a user has in QM. See Manage views for QM for details. For best results, Performance Management administrators should have scope over agents in all the Calabrio products their organizations uses. See Create and edit users for QM, Analytics, Insights, and Performance Management and How WFM data permissions work for more information about scope.
If you do not meet the prerequisites related to licenses and permissions listed above, you may be able to access the performance management module. However, you may not see or have access to certain metrics, widgets, pages, and dashboards.
Data usually updates every 15 minutes, and new information appears in Performance Management about one hour after it occurs. Some data might take up to 24 hours to appear in Performance Management.

Retention policies

Audit log retention—Audit logs capture changes made to supported records within the application, including create, update, and delete actions in the coaching module, metrics module, bring your own data module, and shared context between the modules.

Audit event data is retained for 90 days (3 months) from the date the event is recorded. Audit records older than 90 days are automatically removed.
The 90-day retention period applies only to audit data. It does not affect the underlying business records stored in the application.
Audit records include information such as the action performed (create, update, delete), the date and time of the action, the actor that performed the action, API processes, and relevant identifiers associated with the event.

Coaching and mini goal data retention—Business records for coaching and related mini goals are retained for a defined period and then automatically removed from the system.

Business data is retained for approximately 13 months (400 days).
After the retention period, coaching data is deleted. This has a cascading affect on mini goals. Mini goal data that is associated with coaching data that has reached the end of its retention period is also deleted.

Other data such as paths and metrics are not affected by this retention policy.