Data Analysts

Data analysts help process and report on contact center data. There are six places within Calabrio ONE where you can analyze data:

  • Standard QM reports
  • Standard WFM reports
  • Data Explorer
  • Calabrio Analytics
  • WFM Insights
  • WFM Performance Manager

See Overview of reporting in Calabrio ONE for more information about each option and which ones best meet your needs.

Standard QM reports

Standard WFM reports

Data Explorer

Data Explorer is usually the best tool for analyzing data because it gathers information across Calabrio ONE, including QM, WFM, and Analytics.

Analytics

Calabrio ONE Analytics processes data about the speech and text content of contacts and about programs agents use while handling contacts..

WFM Insights

With Insights, cloud WFM customers can create their own WFM-only reports.

WFM Performance Manager

Performance Manager allows on-premise WFM customers to create their own WFM-only reports.