Administrators
Administrators configure and maintain the system and contact center infrastructure.
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 for WFM
- Find, sort, and filter WFM agents and users
- Add or edit WFM users manually
- Add or edit WFM agents manually
- How authentication in Calabrio 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 WFM
QM, Analytics, and Performance Coaching
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
Record interactions
- Manage what interactions are recorded
- 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 works
- 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 works
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
- About WFM data transition
- 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 for QM and Analytics
- Configure an ACD for QM and Analytics
- Synchronize with the ACD for QM and Analytics
- 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 (for QM and Analytics)
- Connection settings for Avaya IP Office with ACCS (for QM and Analytics)
- Connection settings for Cisco Unified Contact Center Enterprise (for QM and Analytics)
- Connection settings for Cisco Unified Contact Center Express (for QM and Analytics)
- Connection settings for Cisco Webex Contact Center (for QM and Analytics)
- Connection settings for Cisco Webex Contact Center 2.0 (for QM and Analytics)
- 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 (for QM and Analytics)
- Connection settings for generic ACDs (for QM and Analytics)
- Connection settings for InContact (for QM and Analytics)
- Connection settings for Ring Central (for QM and Analytics)
- Connection settings for Serenova (for QM and Analytics)
- Connection settings for Twilio Flex (for QM and Analytics)
- Connection settings for UJET (for QM and Analytics)