Administrators

• 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
• Available Calabrio GovSuite features
• 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
• Data Explorer and Insights Terminology Guide

• Licensing overview
• How licenses work for QM, Analytics, and Insights
• How the WFM licensing model works

• Manage roles and permissions for QM, Analytics, and Insights
• Create roles for access to WFM
• Assign landing pages to users
• How WFM function permissions work
• How WFM data permissions work

• Manage users
• Create and edit users for QM, Analytics, and Insights
• Import and export users for QM and Analytics
• Manage multiple users for QM and Analytics
• Merge users for QM and Analytics
• Transfer user data for QM and Analytics
• About user data transfer 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

• 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 the organization structure for WFM
• Configure the organization hierarchy for WFM
• Configure limits on seats 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
• Manage absence request settings

• Action needed: Smart Desktop Client update required for performance enhancements
• Action required: Update allowlisted domains for Smart Desktop Client WebSocket support
• Configure global settings
• 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

• 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
• Identify websites and apps to be tracked by Analytics
• Create and manage desktop items
• Configure desktop item events
• Use the Application Field Marker tool
• Desktop Manager toolbar overview
• Configure WFM with Real-Time Desktop Adherence
• Manage custom metadata fields
• Cisco metadata fields
• Security features for recordings
• Add post-call surveys to contacts
• Record on demand
• How Recording Controls work

• Configure QM archive settings
• Manage data retention policies for QM and Analytics
• Export contacts in bulk
• Monitor scheduled bulk contact exports
• Configure storage profiles for QM and Analytics
• Add external storage locations
• Configure staged upload
• Delete or restore a contact
• Delete or update multiple contacts at once

• Collect QM performance data for gamification
• Configure gamification levels for QM
• Manage gamification performance categories for QM
• Configure gamification points for QM

• Manage forms for AI evaluation
• Advice for writing AI evaluation forms
• View automated evaluation scores
• About the Auto QM evaluation criteria

• How work time is calculated
• Create WFM agent contracts
• Configure workdays per week
• Configure part-time percentages

• Create activities
• Create master activities
• Create absence types
• Create days off
• Create shift categories
• Create alternative scenarios
• Create schedule tags

• Create a skill
• Create a workload
• Adjust skill targets
• Calculate workload volume
• Queue data file format
• Create a multisite skill
• Adjust multisite skill distributions

• Creating shifts overview
• Create basic shifts
• Create a split shift
• Add activities to shifts
• Remove unwanted shifts from rule sets
• Limit which dates shifts can be used
• Limit which days of the week shifts can be used
• Manage rule sets
• Manage shift bags

• Create rotations
• Create agent availability patterns
• Assign rotations to agents
• Assign availability patterns to agents
• Manage limitations on shift categories
• Configure preferred working days and shifts
• Manage dynamic scheduling

• 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

• Group adherence states
• Create adherence rules
• Configure when adherence rules apply
• Track when agents are late
• Configure WFM with Real-Time Desktop Adherence

• How exporting payroll data works
• How extra compensation works
• Set up multiplicators for extra compensation
• Set up rules for when extra compensation applies
• Create and run a payroll export
• Standard payroll export file formats

• Configure when to award badges in WFM
• Assign gamification rules to sites and teams in WFM
• Import external gamification data to WFM
• WFM gamification import requirements
• Recalculate badges for WFM

• 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

• Give users access to Insights

• Give users access to Data Explorer
• Turn off Data Explorer

IMPORTANT    Calabrio Data Management has been declared End of Sale as of November 1st, 2023 and is no longer available for purchase.

• Configure Data Management agents and tasks
• Use trigger fields with scheduled tasks
• Manage Data Management users
• Create and manage tenants in the UDM
• Create and manage connectors in the UDM
• Create and manage on-demand report jobs

• Configure alerts for overall bot metrics
• Configure alerts on topic-based metrics
• Manage data for Bot Analytics
• Generate transcript summaries for Bot Analytics
• Manage user access for Bot Analytics
• Bot Analytics managed services

• Configure SAML authentication
• Set up IAM authentication
• Configure the password policy
• Restrict access to specific IP addresses
• Generate access tokens for API access to WFM
• Configure Legacy API Access
• Create an API user for Classic Calabrio ONE

• Access WFM through Azure Virtual Desktop (AVD)
• Manage password on AVD
• Create a shortcut to AVD
• Manage export of files on AVD
• Troubleshoot issues with AVD

• 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 telephony groups for QM and Analytics

• Configure telephony groups for QM and Analytics
• Configure Avaya Communication Manager for QM and Analytics
• Configure Avaya SBCE SIPREC for QM and Analytics
• Configure Cisco Unified Communication Manager for QM and Analytics
• Configure Genesys for QM and Analytics

• Configure an ACD
• How data for QM and Analytics syncs between the ACD and Calabrio ONE
• How agent data for QM and Analytics syncs between the ACD and Calabrio ONE
• How team data for QM and Analytics syncs between the ACD and Calabrio ONE

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 Genesys Cloud
• Connection settings for generic ACDs
• Connection settings for InContact (for QM and Analytics)
• Connection settings for RingCX
• Connection settings for Serenova
• Connection settings for Twilio Flex
• Connection settings for UJET

Additional ACD-specific configurations for QM and Analytics

• Repurpose an Avaya ACD ID for QM and Analytics
• Data Server settings for an Eventide ACD (for QM and Analytics)
• Data Server settings for a Serenova ACD (for QM and Analytics)

• Import contacts in bulk
• Import post-call survey IVR data
• Import and sync file-based data

• Access WFM APIs
• Historical Data WFM APIs
• Generate access tokens for API access to WFM
• HR Integration with Calabrio
• Configure Legacy API Access
• Create an API user for Classic Calabrio ONE

• Basic QM and WFM Available Features
• How licenses work for Basic QM
• How licenses work for Basic WFM