Calabrio WFM Valuable Features

GS
Customer Service Analyst/Scheduler at Tucson Electric Power

The Copy Schedule Activities has been a favorite tool. It reduces time spent when I need to make changes which are identical to multiple agents' schedules.

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it_user488223 - PeerSpot reviewer
Workforce Management Analyst at a healthcare company with 10,001+ employees

It's hard just to pick one area that I like about the product, because they have heard the needs of the customer, and almost everything we were looking in a WFO software they have... dynamic scheduling, workflows, evaluator goals... and I know that if there is something that the software does not do now, chances are that I will see it soon in the near future.

They have a lot of features that I love… If I had to pick two, it would be… in WFM the workflows ( I do automatic PTO handling thru those) and in QM the Evaluator goals, it picks random calls for the evaluators and sends them to their queue, so they no longer have to spend time looking for calls.


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it_user540852 - PeerSpot reviewer
Workforce Management Specialist at a healthcare company with 10,001+ employees

I use the reporting tool and forecasting to help me determine where improvements are needed.

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it_user523476 - PeerSpot reviewer
ITS 4: Voice Systems Engineer at a government with 1,001-5,000 employees

Call recording and evaluation.

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it_user768411 - PeerSpot reviewer
Senior Netwrok Engineer at a healthcare company with 10,001+ employees
  • The real-time screen 
  • Call monitoring
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ML
Contact Center Supervisor at a energy/utilities company with 1,001-5,000 employees

I've found that the scheduling and QA portion of the new system is phenomenal. We've never been able to see the agents' screens in the past and this will surely help all the supervisors with coaching and making our team perform better. 

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it_user680070 - PeerSpot reviewer
Calabrio WFM and QM Administrator at a healthcare company with 10,001+ employees

Calabrio as a whole, when used properly, is a very powerful tool that can help your business hone in on the truly valuable aspects it can provide. However, one of the most valuable features is automation/workflows, it saves time and increases productivity.

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it_user520239 - PeerSpot reviewer
Lead Business and Forecast Analyst at a tech services company with 1,001-5,000 employees

The realtime adherence is a great feature, it lets us stay connected with the call floor and react when needed to demand peaks and shortfalls.

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it_user623604 - PeerSpot reviewer
Workforce Management Coordinator at a wireless company with 1,001-5,000 employees

Calabrio WFM offers great insights on scheduling. What I like about the program the most is the coverage tray as this allows us to see our staffing deficits, shrinkage, and the reforecasting of our calls. This help us make real-time decisions, taking into account how it will affect staffing.

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it_user694407 - PeerSpot reviewer
Telecommunications Engineer at a university with 1,001-5,000 employees
  • Call recording
  • Evaluation forms
  • Live call monitoring
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it_user669948 - PeerSpot reviewer
Quality Assurance and Training Coordinator at a insurance company with 1,001-5,000 employees

The Analytics software has been fantastic for the contact center. Analysts are able to collect data from Speech Analytics to find trends and areas of focus. We have just skimmed the edge of what this software can do, but it seems to be something we will continue utilizing more in the future.

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it_user628497 - PeerSpot reviewer
Adjunct Instructor, General Education at a university with 51-200 employees

The speed up, slow down feature has helped increase productivity. The advanced searches help in finding specific calls quicker and with more ease.

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it_user512454 - PeerSpot reviewer
Contact Center Training and QA Supervisor at a financial services firm with 1,001-5,000 employees

The most valuable feature is the ability to reach out to Calabrio with questions and suggestions.

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it_user737304 - PeerSpot reviewer
Workforce Management Specialist at a retailer with 10,001+ employees

The most valuable feature that I have been able to use in the Workforce Management (WFM) software is the scheduling tool.

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it_user547011 - PeerSpot reviewer
Department Scheduler at a retailer with 10,001+ employees

Dynamic Availability, Dynamic Scheduling, Copy Schedule activities.

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it_user481551 - PeerSpot reviewer
Workforce Management Lead Analyst at a retailer with 10,001+ employees

The flexibility of scheduling through dynamic availability, work shifts, and dynamic scheduling is invaluable.  They have something to fit each type of agent we have.  Our work from home team is very large and this allows us to maximize them fully.

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it_user530394 - PeerSpot reviewer
Manager, Data Center Services at a healthcare company with 1,001-5,000 employees
it_user575241 - PeerSpot reviewer
Performance Management Specialist at a government with 5,001-10,000 employees
Real-time quality score notification.
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it_user539724 - PeerSpot reviewer
Business Owner at a security firm with 51-200 employees

It is difficult at this exact time to say which features are the most valuable as we are going from a no software to a full suite with Calabria. The feature which is the most valuable at this time is the support. When I refer to the support, I am referring to the support from all aspects of Calabrio; this support starts from the Sales team, to the implementation team, to the trainers. They are all willing to support us through the entire process. It is very nice to see the support there.


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it_user529797 - PeerSpot reviewer
Supervisor of Workforce Management at a government with 5,001-10,000 employees

I have found the forecasting model to be very valuable. It is always nearly an exact match of the trending forecasts that I do in Excel.

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it_user504357 - PeerSpot reviewer
Systems Engineer at a healthcare company with 1,001-5,000 employees

Currently the feature we are loving is screen recording.

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it_user567147 - PeerSpot reviewer
Resource analyst at a tech services company with 1,001-5,000 employees

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

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it_user646605 - PeerSpot reviewer
Telephony & Platform Analyst at a tech services company with 1,001-5,000 employees

The UI is slick.

The agent dashboard is good for agents.

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it_user579069 - PeerSpot reviewer
Quality Assurance Team Lead at a comms service provider with 1,001-5,000 employees

I have found the video capture to be the most valuable feature.

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it_user553653 - PeerSpot reviewer
Operations Quality Analyst - Calabrio Administrator at a university with 1,001-5,000 employees

Quality Management

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it_user532221 - PeerSpot reviewer
Server System Administrator at a tech services company

Screen recording and scheduling.

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it_user523518 - PeerSpot reviewer
Lead Resource Analyst at a tech services company with 1,001-5,000 employees

The self serve and workflow features have been of great value to us.

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it_user625821 - PeerSpot reviewer
Contact Center Specialist at a financial services firm with 501-1,000 employees
  • Analytics
  • Text to speech
  • Dual-channel text to speech
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it_user582405 - PeerSpot reviewer
Resource Analyst at a tech services company with 1,001-5,000 employees

Real Time Monitoring.

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it_user523626 - PeerSpot reviewer
Manager, Support Operations at a computer software company with 1,001-5,000 employees

Calabrio is open to feedback and so far has reacted quickly with changes.

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