Administrators
Administrators configure and maintain the system and contact center infrastructure.
Manage users for QM and Analytics
- Create and edit users for QM and Analytics
- Create an API user for QM and Analytics
- Import and export users for QM and Analytics
- Manage multiple users for QM and Analytics
- Merge users for QM and Analytics
- Manage hoteling users for QM and Analytics
- Manage roles and permissions for QM and Analytics
- Manage teams for QM and Analytics
- Import and export teams for QM and Analytics
- Manage groups for QM and Analytics
- Import and export groups for QM and Analytics
- Manage user profiles for QM and Analytics
Manage users for WFM
- Find, sort, and filter WFM agents and users
- Add or edit WFM users manually
- Add or edit WFM agents manually
- About authentication in Calabrio Teleopti WFM
- Import new employees for WFM
- Set default values for the WFM employee import
- About the import file format for WFM employees
- Manage basic WFM user information
- Manage WFM user and agent access
- Manage user information in the Custom view
- Manage WFM agent work rules
- Manage schedule periods
- Manage personal accounts for absences
- Create groups to filter agents in WFM
- End an employment for WFM
- Manage personal data in WFM
- Give users access to Data Explorer
Maintain Calabrio ONE
- Configure global settings for QM and Analytics
- Configure QM global settings
- Audit user and system changes for QM and Analytics
- Review Active Directory sync results for QM and Analytics
- Download Data Server logs
- Monitor Data Server status
- Monitor connections to the Calabrio ONE server
- Manage telephony servers
- About root calls and reconciliation
- About WFM data retention
- Configure Legacy API Access
Record interactions
- Manage what interactions are recorded
- Associate phones with agents, recording groups, and recording types
- Configure automated desktop actions
- Create and manage desktop items
- Configure desktop item events
- Use the Application Field Marker tool
- About the Desktop Manager toolbar
- Automate QM workflows
- About workflow administration
- QM Quick Reference Guide to Workflows
- Manage metadata fields
- Cisco metadata fields
- Security features for recordings
- Add post-call surveys to contacts
- Record on demand
- About Recording Controls
Configure rules for agents' schedule changes
- Manage workflow control sets
- Set up basic workflow control set rules
- Create rules to handle absence requests
- About absence request validation
- About waitlisting of absence requests
- About absence probability
- Create rules to handle overtime requests
- About overtime probability
- Create rules to handle self-scheduling
- About self-scheduling
- Set up validations for shift trade requests
- Create rules to handle shift trade requests
Motivate agents with gamification
- Collect QM performance data for gamification
- Configure gamification levels for QM
- Manage gamification performance categories for QM
- Configure gamification points for QM
- About motivating agents with gamification in WFM
- Configure when to award badges in WFM
- Assign gamification rules to sites and teams in WFM
- Import external gamification data to WFM
- About WFM gamification import requirements
- Recalculate badges for WFM
Connect and synchronize data
- Connect to an Active Directory server
- About Active Directory configuration
- Configure an ACD
- Configure the Data Server
- Configure telephony groups
- Configure Avaya Communication Manager
- Configure Cisco Unified Communication Manager
- Configure Genesys
- Synchronize with the ACD
- Synchronize agent data
- Synchronize team data
Amazon Connect
- Data Server settings for an Amazon Connect ACD
- Connection settings for Amazon Connect
- Configure the S3 bucket for the Amazon Connect instance
- Integrate core Amazon Connect configuration data
- Configure Amazon Connect reports for historical data capture
- Test the connection to Amazon Connect
- Amazon Connect error messages
Cisco ACDs
- Connection settings for Cisco Unified Contact Center Enterprise
- Connection settings for Cisco Unified Contact Center Express
- Data Server settings for a Cisco Webex Contact Center (CJP) ACD
- Connection settings for Cisco Webex Contact Center
- Configure Cisco IP Phone Services Controls
- Configure Extension Mobility for Cisco Network Recording
Other ACDS
- Connection settings for Eventide NexLog
- Data Server settings for an Eventide ACD
- Connection settings for Five9
- Data Server settings for a Five9 ACD
- Connection settings for InContact
- Connection settings for Serenova
- Data Server settings for a Serenova ACD
- Connection settings for Twilio Flex
- Connection settings for UJET
- Connection settings for generic ACDs