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.
QM and WFM standard 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.
Video Overview: Data Explorer | Get Started (length 4:40)
Create reports with Data Explorer
- Create your own reports with Data Explorer
- Create a question
- Create a custom measure
- Create a custom measure with a Formula Type assistant
- Create a view
- Configure the report’s default sort
- Configure a measure’s appearance
- About content attributes
- Configure enterprise KPIs
- Data Explorer formula language reference
- Data Explorer quick start guide: Build a report on Analytics phrase hits
- Data Explorer quick start guide: Build a report on Analytics phrase hits by agent
- Create groups to share information
Data model dictionaries
- Data Explorer data model dictionary
- Amazon Connect historical data model dictionary
- Amazon Connect real-time data model dictionary
- Avaya Aura Contact Center historical data model dictionary
- Avaya Aura Contact Center real-time data model dictionary
- Avaya Call Management System data model dictionary
- Cisco Unified Contact Center Enterprise historical data model dictionary
- Cisco Unified Contact Center Express historical data model dictionary
- RingCentral Engage Voice historical data model dictionary
- RingCentral Engage Voice real-time data model dictionary
Analytics
Calabrio ONE Analytics processes data about the speech and text content of contacts and about programs agents use while handling contacts.
Prepare to capture Analytics data
- Configure Analytics
- Create and manage phrases and phrase categories
- Import and export phrases
- Import and export application information
- Export contact metadata
- Configure predictions
- Create Analytics tasks
- Advice for Analytics tasks
- Set up Smart Desktop event triggers
- Enable the Desktop Analytics extension in your browser
WFM Insights
With Insights, cloud WFM customers can create their own WFM-only reports.
Create your own reports in Insights
- Create and edit reports in Insights
- Add measures
- Add dimensions
- About dimensions and attributes
- About measures in combination with dimensions
- About specific dimensions and measures
- Add pages
- Manage filters
- Manage visualizations
- About visualizations
- About visualization types
- Add text boxes, shapes, and buttons
WFM Performance Manager
Performance Manager allows on-premise WFM customers to create their own WFM-only reports.