Calabrio WFM

Advanced analytics mines your historical data to accurately forecast call volume. Machine learning easily understands seasonality and anticipates acute peaks and valleys, delivering exceptional predictive modeling for contact centers–and peace of mind for managers.

Build and manage agent schedules with integrated visibility of all channels, and in light of the most complex labor laws and work requirements. Use multi-skill scheduling optimization to ensure the right agents are available when and where they’re needed to deliver consistent coverage and service quality.

Intraday contact center scheduling tools allow you to intuitively and instantly react to volume surges or ebbs in demand. Use Grant, the AI-powered virtual assistant, to notify agents of time-off or overtime opportunities to quickly adjust staffing levels and avoid inefficiencies.

The Calabrio My Time app gives agents the freedom and control to manage their schedules—anytime, anywhere. Agents can build their own schedules, adjust their own lunches and breaks, and even trade shifts. Simple parameters ensure you always maintain staffing-level requirements.

Our AI-fueled business intelligence tools take self-service reporting to a new level. WFM users have access to up-to-date data that was previously difficult to obtain and combine. Quickly build and automate custom reports, easily analyze different data sets, create ad-hoc reports and more.

Monitor employee status with customizable overviews in real time. Visible alongside schedules and employee state data, RTA info makes tracking adherence and adjusting schedules effortless.