Being able to "publish" or rerun the schedule for only one agent would be ideal. Also, give agents the ability to cancel approved requests for time off. Vacation plans do actually change in the real world.

Reporting does need some improvement.

I would like to see the ability to run an individual Agent on any given service queues without loosing any entered exceptions.

Reporting and email notifications to agent when they have received evaluations of their call recordings.

Our business users indicate that the reports generated could be 'better'. As I am the administrator, I'm not quite sure what reports they are looking for or how they can be improved.

The other item was, they would like the recorded agents to receive notification via email when their call evaluation is complete. Currently, with the 9.2 release, the agents need to log into Calabrio to check they have any evaluations to review.

Some of the Cisco features have not fully-migrated to the Avaya platform.

Seeing as I have just started using it, I haven't run into any issues.  The only thing I wish they had (unless I don't have the access to do so - which is possible) was better reporting for adherence. We can see all the numbers, but there is no way of exporting it for all team members is one big file.  

I think if Calabrio can master Cisco precision queue attributes, predictive scheduling can be done on a much granular level, thereby making the tool that much more capable in its ability to increase productivity.

As we are a Calabrio customer, we get the support we need regarding standard software support for example when the system is not working as expected and user questions.

Calabrio has always supplied great customer service and always helped where possible.What's currently limited is a forum for UK customer to share best practices with and to utilize these connections to ensure that we are using the system to its full capability. As it's a US based company, all of the conferences are in America as it stands, but customer base and functionality are always growing so hopefully we will see this in the UK in the near future.

The WFM program's dashboard can be enhanced and their reporting, as well. One thing I like about Calabrio is that they listen to their customers and take feedback to make enhancements on the program.

The built-in reporting is not comprehensive or intuitive. Calabrio support has indicated to us that they are actively improving this piece of the application.

The only issue I have found with Calabrio is the WFM side. This is only because it does not work as cohesively with our scheduling and WFM operations. The team at Calabrio seems to be great in listening to our concerns; however, the WFM team is still working on this with Calabrio.

I was told they are looking into adding chat evaluations as a feature in Calabrio. Right now, I can create an evaluation to grade chat interactions, but I have to view the actual interaction in a different system. It will be nice to hopefully have everything in one system in the near future.

Gamification: We need help developing it, and what is currently shown is not enough.

They have introduced gamification in the latest release, and although we don’t have it yet - it is still in our testing lab - it seems like they don’t have much set up for it. Our thoughts on gamification were that there would be levels and ‘badges’ that can be earned that we could customize based on our forms.

The biggest issue that we have come across is the messaging where we receive Time Off Requests. There is no easy way to filter or delete old requests which are no longer needed.

Need a column for hours scheduled on main page.

Some of these new scheduling options are just that, new.  So, updates are happening to ensure the product functions the way it was intended.  Calabrio has been great at support to address these areas.

We have several field agents that use cell phones for their calls. Unfortunately, cell phone call recording is not available at this time. I would like to have that ability in a future release.

Notifications for schedule changes and vacation approval.

Multi-skill scheduling and forecast is not available.

Try and correct bugs prior to release.

There is a need for a lunch and break auto optimization.

It would be nice if this product supported operating systems other than Windows. Some work is needed on better support of multiple browsers.

We would like to see the backend SQL server improved for High Availability.

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.

• Planning for multi-skilling

Not needing to reboot every day when recordings are an issue.

The only area of improvement, in my opinion, would be faster loading times and faster search results. 

There have been some imperfections in the product, however, support has ALWAYS stepped up and assisted until resolved, even if it meant a patch or something.

15 minute intervals across the solution would be of great value.

• Filtering out text-to-speech hits and better results for negative categories

• When we set up categories to return results without the selected phrases it only filters out phonetic hits and you can see many contacts where the text to speech clearly recognizes the phrases that you told it to filter out.

• Scheduling
• Exception management
• Multi Skilling
• Holiday allocation profiles

I think Calabrio has a lot of potential but the day to day scheduling functions take too many steps. I'd like for their product developers & decision makers to work in our call center for a week using the tool. I think it would give them a great perspective of where to go forward. The dashboard has potential but it's hard for management to use it as is. I've heard some user interface changes are in process so I hope to see improvement in the next big release.