Administrators
Administrators configure and maintain the system and contact center infrastructure.
Calabrio ONE basics
- Your homepage dashboard
- Learn more about Calabrio ONE with TIP
- Configure notifications
- WFM functionality overview
- WFM glossary
- Configure Calabrio ONE for QM and Analytics
- Localization and supported languages
- Classic WFM and New WFM Terminology Guide
- WFM and NICE WFM Terminology Guide
- WFM and Aspect WFM Terminology Guide
- WFM and Verint WFM Terminology Guide
User management
Manage users for QM and Analytics
- Create and edit users 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 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 views for QM
- Manage users in WFM and QM/Analytics
Manage users for WFM
- Check readiness for transition from Calabrio Teleopti WFM to New Calabrio WFM
- Find, sort, and filter WFM agents and users
- Add or edit WFM users manually
- Add or edit WFM agents manually
- Move an agent to a non-agent role or a different business unit
- How authentication in Calabrio Teleopti WFM works
- Import new employees for WFM
- Set default values for the WFM employee import
- Import file format for WFM employees
- Manage WFM user information
- Display and edit 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 group pages to filter agents in WFM
- End an employment for WFM
- Manage personal data in Calabrio ONE
Configure agent-related settings for WFM
- Configure how to display agent names in WFM
- Create columns for agent information in WFM
- Turn on schedule change notifications
- Manage bank holidays
- Present a custom message to MyTime app users
- Set WFM KPI targets for agents
- Create scorecards for WFM
- Assign WFM scorecards to teams
- Manage trade settings
QM, Analytics, and Performance Coaching
Record contacts
- Manage what contacts are recorded
- Calabrio ONE Pause and Resume
- Associate phones with agents, recording groups, and recording types
- Automate QM workflows
- How workflow administration works
- QM Quick Reference Guide to Workflows
- How root calls and reconciliation work
- Configure automated desktop actions
- Create and manage desktop items
- Configure desktop item events
- Use the Application Field Marker tool
- Desktop Manager toolbar overview
- Manage metadata fields
- Cisco metadata fields
- Security features for recordings
- Add post-call surveys to contacts
- Record on demand
- How Recording Controls work
WFM
Configure rules for agents' schedule changes
- Manage workflow control sets
- Set up basic workflow control set rules
- Create rules to handle absence requests
- How absence request validation works
- How waitlisting absence requests works
- Absence probability overview
- Create rules to handle overtime requests
- Overtime probability overview
- Create rules to handle self-scheduling
- How moving lunches and short breaks works
- How adding hours works
- Set up validations for shift trade requests
- Create rules to handle shift trade requests
Configure general WFM settings
- Generate example data for WFM
- Transition data from Classic Calabrio WFM to the new Calabrio WFM
- WFM data transition overview
- Manage product activation keys for WFM
- Configure WFM system settings in client
- Manage WFM settings on web
- Check if the WFM audit trail is running
- Change password and view settings for WFM
- About WFM data retention
- Manage WFM integrations
Data Explorer and Data Management
Technical administration
Connect and synchronize data for QM and Analytics
- Connect to an Active Directory server for QM and Analytics
- About Active Directory configuration for QM and Analytics
- Download Smart Desktop and Calabrio ONE Data Server installers
- Configure the Data Server for QM and Analytics
- Configure Cisco IP Phone Services Controls for QM and Analytics
- Configure Extension Mobility for Cisco Network Recording (for QM and Analytics)
Configure an ACD
- Configure an ACD
- Synchronize with the ACD
- Synchronize agent data for QM and Analytics
- Synchronize team data for QM and Analytics
ACD-specific connection settings
- Connection settings for Amazon Connect (for QM and Analytics)
- Connection settings for Avaya CM with Contact Center Elite
- Connection settings for Avaya IP Office with ACCS
- Connection settings for Cisco Unified Contact Center Enterprise
- Connection settings for Cisco Unified Contact Center Express
- Connection settings for Cisco Webex Contact Center
- Connection settings for Cisco Webex Contact Center 2.0
- Connection settings for Eventide NexLog (for QM and Analytics)
- Connection settings for Five9 (for QM and Analytics)
- Connection settings for Five9 ARU (for QM and Analytics)
- Connection settings for Genesys Cloud
- Connection settings for generic ACDs
- Connection settings for InContact (for QM and Analytics)
- Connection settings for Ring Central
- Connection settings for Serenova
- Connection settings for Twilio Flex
- Connection settings for UJET