Team Leaders
Team leaders supervise agents’ day-to-day work.
Calabrio ONE basics
- Your homepage dashboard
- Learn more about Calabrio ONE with TIP
- Configure notifications
- WFM functionality overview
- Available Calabrio GovSuite features
- WFM glossary
- 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
Find and play contacts
- Find contacts
- Customize the columns on the Interactions page
- Play contacts in the classic media player
- Play contacts with the new media player
- Download contacts on demand
- Listen to an audio contact in the classic media player
- Listen to an audio contact in the new media player
- About silence and talk over events
- Watch the screen capture of a contact
- Skip forward and back in a recording in the classic media player
- View agent actions for a contact
- View data associated with a contact in the classic media player
- View data associated with a contact in the new media player
- Edit custom metadata associated with a contact
- Read an email contact
- Read an email contact (legacy)
- Read a text contact
- View AI insights for a contact in the classic media player
- Read the summary of a contact in the new media player
- View the content tags for a contact in the new media player
- View the topic for a contact in the new media player
- View changes in sentiment for a contact in the classic media player
- View the customer and agent sentiment for a contact in the new media player
- Read the transcription of an audio recording in the classic media player
- Read the transcription of an audio recording in the new media player
- How Text Search syntax works
- View phrase analytics for an audio contact in the classic media player
- View phrase hits for a contact in the new media player
- Mark a contact for calibration
- Create a contact
Report on your team’s performance
- Your homepage dashboard
- WFM standard reports
- QM standard reports
- Available QM widgets
- Available WFM widgets
- View performance information for yourself or your team in Performance Management
- View performance for key indicators in Performance Management
- View coaching effectiveness in Performance Management
- View and manage coaching sessions in Performance Management
- Create mini-goals in Performance Management
- Compare the performance of human and virtual agents