View performance information for yourself or your team in Performance Management

Your Performance Management homepage shows high-level information about how you or your team is doing.

The information you see on the homepage varies depending on whether you have permission to see information about other people.

If you have permission to see only your own data (most common for agents), your Performance Management homepage shows only information about your own performance.
If you have permission to see other people’s data (for example, you are a supervisor for a team of agents), you see information about those people’s performance.
If you are a supervisor who also handles contacts, your homepage information also includes your performance.

Prerequisites

Your organization has enabled the new login experience. See Log in to Calabrio ONE with your subdomain URL for more information.
You have the View Performance Management or Administer Performance Management Essentials permission.
To see information about contacts and manual QM evaluation scores, you need the View Contacts, View Scored Contacts, and View Evaluations permissions.
To see information about Auto QM evaluation scores, your organization must have an Analytics Enterprise or Analytics Enterprise Plus license, and you need the View Auto QM permission.
To see your schedule, you need the MyTime permission.
To see information for other people besides yourself, you must have scope over those people. See Create and edit users for QM, Analytics, Insights, and Performance Management for more information about scope.

Page location

Performance Management

Procedures for agents

View your overall performance

The Performance Overview widget summarizes what you’re doing well and where you can improve.

View your most recent evaluation scores

The Recent 5 Manual QM widget shows the last five contacts that were scored by human evaluators.

The Recent 5 Auto QM widget shows the last five contacts that were scored by AI.

Open a specific contact

Click a number in the Contact ID column. The contact opens in a new tab.

View mini-goals

Mini-goals serve as short-term targets to track progress towards a larger objective. The Mini-goals widget shows the current status of your mini-goals, which can be in a state of In Progress, Achieved, or Missed. Mini-goals are specific KPI targets that are displayed as numerical values you can track throughout your coaching journey.

Click View more to navigate to the Mini-goals page. See Create mini-goals in Performance Management for more details.

View your schedule

The My Schedule widget allows you to view your schedule and seamlessly navigate to the full MyTime tool in Calabrio ONE WFM. My Schedule has real-time schedule synchronization with WFM, which means schedule changes appear within minutes without the need to manually refresh. You also have timezone synchronization.

Look at your schedule—My Schedule displays a calendar in which you can see a detailed view of your activities. Click Day, Week, or Month in the top-right corner to change your schedule view. In the top-left corner you can click the back arrow or forward arrow to see the calendar for the previous day, week, or month.
Navigate to MyTime to edit and modify your schedule—Click View More to navigate to MyTime in WFM. In MyTime you can make changes to your schedule like moving lunch breaks, request time off, trade shifts, and more. See the Quick Start Guide for WFM Agents for more information about MyTime.

Jump to Calabrio ONE

Hover over Conversation Intelligence (the star icon on the left side of the page) and select Interactions or WFM. Calabrio ONE opens in a new tab.

Procedures for supervisors

View agents’ overall performance

The Performance Overview widget summarizes what agents are doing well and where they can improve. The information here covers all the agents you have scope over.

View the most recent evaluation scores

The Recent 5 Manual QM widget shows the last five contacts for agents within your scope that were scored by human evaluators.

The Recent 5 Auto QM widget shows the last five contacts for agents within your scope that were scored by AI.

Open a specific contact

Click a number in the Contact ID column. The contact opens in a new tab.

View upcoming coaching sessions for agents

The 1-on-1s widget shows future coaching sessions scheduled for agents who are within your scope, including the name of the session, the agent, and the date and time of the session. The time zone listed for each session comes from the system time zone on your computer.

To jump to the Coaching page, click View all 1-on-1s. See View and manage coaching sessions in Performance Management for more information about the Coaching page.

View mini-goals

Mini-goals serve as short-term targets to track progress towards a larger objective. The Mini-goals widget shows the current status of mini-goals, which can be in a state of In Progress, Achieved, or Missed. Unlike goals, mini-goals are configured when you schedule coaching sessions. When you set mini-goals you are setting specific KPI targets that are displayed as numerical values you can track throughout an agent's coaching journey. Coaches use coaching sessions to discuss and make incremental progress towards agents' established mini-goals.

Click View more to navigate to the Mini-goals page. See Create mini-goals in Performance Management for more details.

View your schedule

Look at your schedule—My Schedule displays a calendar in which you can see a detailed view of your activities. Click Day, Week, or Month in the top-right corner to change your schedule view. In the top-left corner you can click the back arrow or forward arrow to see the calendar for the previous day, week, or month.
Navigate to MyTime to edit and modify your schedule—Click View More to navigate to MyTime in WFM. In MyTime you can make changes to your team's schedule like moving lunch breaks, request time off, trade shifts, and more.

Jump to Calabrio ONE

Hover over Conversation Intelligence (the star icon on the left side of the page) and select Interactions or WFM. Calabrio ONE opens in a new tab.