{"data":{"entities":{"widgets":{"1bff0d4b-c516-44ba-b3af-e08e39dac187":{"kind":"media","video_url":"https://app-content.storylane.io/company/company_05a46b75-7ab9-4661-acf8-a12a8d51fd56/videos/uAp9tihVvoYTolEFHnVH4.mp4","image_url":"","audio_url":"","cta":"Let's Get Started!","options":{"root":{"theme":"light","close_button":false,"prev_button":false,"show_step_number":false,"videoFrameWidth":460,"frameHeight":0,"frameWidth":500,"backgroundColor":"#FFF","borderColor":"#807f93","videoBackgroundColor":"#dedee3","secondaryButton":false},"description":{"value":"

Real-Time Adherence

Understand what your agents are doing, compared to their schedule. Real Time Adherence allows you to see, in real time, what your agents are doing...and what they should be doing. With integrations into every contact center platform, Calabrio can easily deliver RTA to you and your team.

This is the main RTA screen. Here you see your agents' pre-determined schedule. But there is more!

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Here, we see the state that the agent is in based on their phone, and how long they have been in that state. This updates every 2-5 seconds, which means you are always getting the latest info!

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This column displays the Adherence Rule. The Rule shows you if the agent is out of adherence and taking away from staffing (Red Rule) or if they are contributing to staffing, but not in their scheduled channel (Yellow Rule).

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Click the \"In Alarm\" button to show everyone, regardless of their status.

Now you can see everyone, not just those agents that aren't following their schedule.

Let's click it again to only focus on those agents that need our attention.

The \"Snooze\" button allows you to park an agent off the screen for 4 hours so you can focus on agents who need your attention.

To Unsnooze an agent, just click the alarm clock!

Sometimes, we need to see more than just what is happening in real time.

To drill down to the agent's historical adherence detail, just click the clock...

Adherence Detail

The adherence detail screen shows the agent's second-by-second information as to where they spent their day. Notice how we can now see the entire day with full detail.

This is the agent's adherence score for the day. 65% isn't bad, but it could be better.

This means that 65% of the agent's day has been \"In Adherence\", or in other words, that is how much they have followed their schedule.

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Adherence Detail

If we scroll down, we see each and every time the agent's status changed. You get full details on exactly what changed, when it changed, and if the status was in adherence or not.

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Sometimes, you want to see a rundown of everyones' adherence score over time.

To see an overview of every agents' adherence score, click the Historical Overview.

The overview shows each agent's adherence score for the day, whether they were late that day (the orange tag on the corner) and how many minutes they were late to work!

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To drill into an agent's adherence detail, just click the score for the day!

Recognize this Screen?

We're back to the adherence detail screen, where you can see the individual times and states.

One of the coolest features of adherence in Calabrio WFM is that it automatically highlights if an agent was late to work.

Think how much time that will save your team!

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Calabrio's RTA and Historical Adherence should give you and your WFM team the kind of visibility you have hoped for. If you would like to see more, we have some videos you can watch, or you can reach out to our team for more information and a full demo!

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Intraday Scheduling

Managing a schedule can be a lot of work, but Calabrio WFM aims to make it quick, easy, and dare we say, a little bit fun?

At the top of the screen, we have the Staffing pane. This is where we see if the forecast is being met with our staff.

Anywhere you see blue bars, we are overstaffed. Red means understaffing.

Also, notice the skills listed at the top. It is easy to see all of your skills in one place, or drill down into individual skills if you need to.

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Along the bottom are the schedules. Each color represents a different activity, like phone, email or chat. Breaks and Lunches are also represented here.

It is easy to get a good look at the schedules just by looking at this page!

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Let's show you how to make a change to a schedule.

Select Henry's schedule to add a meeting.

Once we have selected the schedule, just choose the activity you want to add to the day.

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Enter in the times and click on \"Save \"

Activities can be moved using Drag and Drop as well.

Changes to many schedules are super easy as well. Choose your agents, choose the activity and what change you would like to make, and off you go!

In this example, we are extending the lunch break of 4 agents by 15 minutes, all in a few clicks!

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Congrats!

Schedule management with Calabrio is a breeze, but there is a ton more that we can show you. You can either watch some more videos, or reach out to us to schedule a full demo!

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MyTime Agent Portal

Agent Empowerment and Engagement all in one portal!

The first thing we want to do is see how the agent requests time off in MyTime. Let's click the pencil icon to start the schedule editing process.

This opens the schedule edit view. In this case, the agent wants to request an Absence, so let's click on that.

The agent can choose from the different absence types available to them. In this case, the agent wants the whole day off, so they will choose Holiday as the type of PTO they would prefer.

The agent will see a heat map of the parts of the day that are \"open\" to take PTO.

Green means that staffing would allow them to have the time off.

Yellow means that there might not be enough staff to allow the vacation.

At this point, the agent already has a pretty good idea of whether or not they will be granted the time off.

Since the agent wants the full day off, they simply toggle this button and the full day will be selected.

Click here to submit the request for review!

Since Calabrio WFM can automatically review the request, the agent gets an immediate answer on their submission.

In this case, since there are parts of the day that are understaffed, the request has been waitlisted.

Waitlists can be automatically processed to ensure that requests are processed in a timely manner.

The agent has successfully submitted their request for time off! Now, let's take a look at Self-Scheduling from Calabrio, where the agent can make their own adjustments to their schedule!

Let's click on the Pencil again, this time to adjust what time a lunch is happening.

When we click on the Lunch, we have the ability to try and move it based on current staffing levels.

Notice how some of the schedule is shaded, and some of it isn't. This lets the agent know exactly where the lunch can and cannot be moved, based on the staffing levels.

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When we move the lunch to an unshaded area, the system will automatically make the adjustment. No approvals, no messages back and forth, just immediate agent-powered schedule changes!

Once confirmed, the lunch is moved. This whole process takes about 5 seconds from start to finish!

Notice how the lunch has moved in the schedule. Easy, right?

By the way, everything you have seen is also able to be done on a smartphone by the agent!

Let's try one more thing...trading schedule hours!

If an agent wants to give some of their hours away, or pick up hours from someone else, this \"Trade Hours\" button is the first step.

Let's select Friday afternoon to give to someone else.

Once the selection is made, we can easily post these hours for others to find, and hopefully take off our hands!

A successful request! Now other agents with matching skills can find this and grab those hours from Robert.

How about one more useful agent feature?

Next up is Grant, Calabrio's agent facing chatbot. When Grant sees an opportunity for an agent to modify their schedule, he sends a notification to the agent.

Grant can give options to pick up some extra hours, or take a few hours off based on staffing levels.

Here, Grant has found a few hours that the agent doesn't have to work, so let's take advantage of that time!

A quick check to make sure all the settings are right, and the agent is ready to have Grant make all the changes for them!

And, just like that, Grant has updated the agent's schedule with the right absence code and times. Remember, all of this can be done on a smartphone too!

Want more info?

Watch some videos on Calabrio WFM, or reach out to us for a full demo!

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