Overview of reporting in Calabrio ONE
Calabrio ONE has a number of tools that help you visualize data about your organization. The visualizations can be in the form of reports and charts, dashboards, and widgets. It’s important that you understand where these tools obtain the data that goes into these visualizations, and what each tool can do to help you manage your organization.
This graphic summarizes the sources of data and how it can be used for reporting.
As you can see from the graphic, there are 2 databases in Calabrio ONE: one contains data just for WFM, and the other contains data for QM and Analytics. The reporting tools use these sources to create reports and dashboards.
WFM standard reports
The WFM standard reports are accessed from the WFM menu (WFM > Reports). These reports pull data only from the WFM database. You can define which teams, agents, time frames, and other variables to show in these reports. Learn about each of the available reports here: WFM standard reports.
Insights is an optional add-on tool available to WFM Cloud users—an Insights license is required for access. Insights pulls data from the WFM database. This advanced tool enables you to create your own reports. Learn more about Insights here: Insights tool.
Performance Manager reporting
Performance Manager is an optional add-on tool available to WFM on-premises users—a Performance Manager license is required for access. Performance Manager pulls data from the WFM database. With Performance Manager, you can create your own reports. Learn more about Performance Manager here: Performance Manager tool.
Data Explorer and Data Management
Data Explorer is an application that is part of the Calabrio ONE suite. With Data Explorer, you can create dashboards and reports for yourself and share them with others. Data Explorer pulls information from both the WFM and the QM and Analytics databases. The data that is available to you depends on what you are licensed to access.
If you have a Data Management license, Data Explorer can also pull data from sources outside of Calabrio ONE. For example, these sources could include data from an ACD that includes fields not in the Calabrio ONE databases. With a Data Management license, you can use a connector to pull that data in and make it available for reporting in Data Explorer. Learn more about Data Explorer here: Data Explorer and Data Management.
NOTE Data retention refers to the process of removing old data after a defined period of time. Defined data retention periods are manually configured within data retention settings. When data is deemed "expired" according to your data retention settings, it is removed from the database. Work with Calabrio Support Services to configure Data Explorer data retention settings.
QM standard reports
The QM standard reports are accessed from the Reporting menu on the Calabrio ONE menu bar. These reports pull data only from the QM and Analytics database. You can define groups, teams, agents, contacts, evaluations, time frames, and other variables to appear in these reports. Lean about each of the available reports here: QM standard reports.
Analytics dashboards and widgets
The Analytics dashboards and widgets display data about the speech and text content of contacts and about programs agents use while handling contacts. These dashboards and reports pull data only from the QM and Analytics database. It is important to understand that this data does not exist by default in the database: you must define data sets using the tools on the Analytics page in order to process speech, text, and desktop analytics data into the database. Learn more about how to create dashboards and widgets here: Analytics dashboards overview and Create and manage an Analytics widget.