Calabrio WFM Review

Makes agent schedules more accessible and easy to use.

What is most valuable?

Assigning exceptions so that I can assign to multiple people across more than one day.

How has it helped my organization?

Makes agent schedules more accessible and easy to use.

What needs improvement?

It sometimes needs quite clunky work arounds for certain things, e.g. If I add exceptions into agent schedules such as holidays or long term sickness, it's not easy to just delete them. I would like to see an option where you can delete the exceptions and the schedule reverts back to how it was before (breaks and lunch etc) without having to run the entire departments shifts.

For how long have I used the solution?

I have used this contact center optimization solution for nearly 2 years.

What was my experience with deployment of the solution?


What do I think about the stability of the solution?

It has crashed a couple of times but may be a server issue.

What do I think about the scalability of the solution?


Which solution did I use previously and why did I switch?

Change of tactics.

How was the initial setup?

Yes, but I wasn't initially involved.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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