Calabrio ONE Features
What are the features of Calabrio ONE?
Workforce Management Platform Features
- Shift Scheduling
- Time & Attendance Tracking
- Absence & Leave Management
- Workforce Analytics
Engagement
- Feedback
Workforce Management
- Agent Availability
- Skills Management
- Shift Scheduling
- Agent Self-Service
- Mobile Access
Administration
- Automation
- Performance Analysis
- Dashboards
- Forecasting
- Intraday Management
Technology Glossary Features
View definitions of the features and discover new technology terms.
Calabrio ONE Categories on G2
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Platform
Customization | Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views. 64 reviewers of Calabrio ONE have provided feedback on this feature. | 87% (Based on 64 reviews) | |
Integration APIs | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc with other software applications. 60 reviewers of Calabrio ONE have provided feedback on this feature. | 86% (Based on 60 reviews) | |
Internationalization | Enables users to view and transact business with the same content in multiple languages and currencies. This feature was mentioned in 64 Calabrio ONE reviews. | 87% (Based on 64 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, and groups. This feature was mentioned in 64 Calabrio ONE reviews. | 91% (Based on 64 reviews) | |
Performance | Is consistently available (uptime) and allows users to complete tasks reliably. 66 reviewers of Calabrio ONE have provided feedback on this feature. | 91% (Based on 66 reviews) | |
Mobility | Based on 66 Calabrio ONE reviews. Is accessible from a mobile device and by users on the go. | 86% (Based on 66 reviews) | |
Reporting | As reported in 64 Calabrio ONE reviews. Provides analytics tools that reveal important business metrics and track progress. | 89% (Based on 64 reviews) | |
Dashboards | As reported in 64 Calabrio ONE reviews. Creates dashboards to track information like open positions, current headcount, and recruiting pipeline. | 85% (Based on 64 reviews) |
Workforce Management Platform Features
Labor Forecasting | See feature definition | Predict the number and types of employees necessary to meet anticipated demand to control labor costs. 74 reviewers of Calabrio ONE have provided feedback on this feature. | 90% (Based on 74 reviews) |
Shift Scheduling | See feature definition | Based on 79 Calabrio ONE reviews. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | 92% (Based on 79 reviews) |
Time & Attendance Tracking | Based on 78 Calabrio ONE reviews. Let employees track the hours they have worked through integrations with time tracking products or built in time tracking features. | 91% (Based on 78 reviews) | |
Absence & Leave Management | As reported in 77 Calabrio ONE reviews. Employees can submit paid time off (PTO) or leave of absence requests that managers can approve or deny within the platform. | 91% (Based on 77 reviews) | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. This feature was mentioned in 70 Calabrio ONE reviews. | 89% (Based on 70 reviews) | |
Succession Planning | Based on 72 Calabrio ONE reviews. Identify high performing employees with potential to be promoted with minimal development. | 87% (Based on 72 reviews) | |
Workforce Analytics | Tools designed to help analyze employee data and develop baselines for evaluating and optimizing workforce management. This feature was mentioned in 77 Calabrio ONE reviews. | 90% (Based on 77 reviews) | |
Self-Service Capabilities | Web portals through which employees can view their schedules, submit PTO requests, configure work availability and preferences, and self-schedule from available work times. 75 reviewers of Calabrio ONE have provided feedback on this feature. | 89% (Based on 75 reviews) | |
Mobile Shift Scheduling | Based on 74 Calabrio ONE reviews. Managers and employees can create or claim available work shifts and receive notifications on their mobile device. | 83% (Based on 74 reviews) | |
Team Communication | Message other team members or managers through built-in text or emailing functions and communicate scheduling or leave requests. This feature was mentioned in 70 Calabrio ONE reviews. | 81% (Based on 70 reviews) |
Quality Assurance
Evaluation | Provides tools for evaluating customer interactions This feature was mentioned in 74 Calabrio ONE reviews. | 93% (Based on 74 reviews) | |
Calibration | Based on 73 Calabrio ONE reviews. Offers features for maintaining fair and consistent scoring | 89% (Based on 73 reviews) | |
Reports | As reported in 75 Calabrio ONE reviews. Generates quality and performance reports | 90% (Based on 75 reviews) |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions This feature was mentioned in 76 Calabrio ONE reviews. | 87% (Based on 76 reviews) | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback This feature was mentioned in 74 Calabrio ONE reviews. | 91% (Based on 74 reviews) | |
Training | Tools for educating and training agents This feature was mentioned in 72 Calabrio ONE reviews. | 91% (Based on 72 reviews) |
Performance
Integrations | Based on 68 Calabrio ONE reviews. Integrates with other customer service or CRM software | 86% (Based on 68 reviews) | |
Compliance | Based on 74 Calabrio ONE reviews. Helps ensure customer privacy and data protection | 92% (Based on 74 reviews) |
Workforce Management
Agent Availability | Based on 127 Calabrio ONE reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules. | 92% (Based on 127 reviews) | |
Skills Management | Based on 129 Calabrio ONE reviews and verified by the G2 Product R&D team. Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | 90% (Based on 129 reviews) | |
Shift Scheduling | Based on 129 Calabrio ONE reviews and verified by the G2 Product R&D team. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | 93% (Based on 129 reviews) | |
Agent Self-Service | Based on 122 Calabrio ONE reviews and verified by the G2 Product R&D team. Allows agents to set their own preferences, request time off, and trade shifts. | 89% (Based on 122 reviews) | |
Mobile Access | Based on 119 Calabrio ONE reviews. Allows users to access the software using mobile devices. | 85% (Based on 119 reviews) |
Administration
Automation | Based on 126 Calabrio ONE reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks | 88% (Based on 126 reviews) | |
Performance Analysis | Based on 126 Calabrio ONE reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance. | 89% (Based on 126 reviews) | |
Dashboards | Based on 130 Calabrio ONE reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with. | 88% (Based on 130 reviews) | |
Forecasting | Based on 128 Calabrio ONE reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data. | 90% (Based on 128 reviews) | |
Intraday Management | Based on 127 Calabrio ONE reviews and verified by the G2 Product R&D team. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | 89% (Based on 127 reviews) |
Feedback Management
Tagging | Tag content to organize and assign to specific departments or categories 22 reviewers of Calabrio ONE have provided feedback on this feature. | 86% (Based on 22 reviews) | |
Segmentation | As reported in 22 Calabrio ONE reviews. Break down a population of users by demographics, sequence actions, time, and able to build custom segments. | 84% (Based on 22 reviews) | |
Custom Reports and Dashboards | Allows users to easily build customized reports and dashboards. 25 reviewers of Calabrio ONE have provided feedback on this feature. | 84% (Based on 25 reviews) |
Feedback Analysis
Thematic Analysis | Based on 22 Calabrio ONE reviews. Identifies key phrases, themes, and patterns within a given text | 82% (Based on 22 reviews) | |
Sentiment Analysis | As reported in 22 Calabrio ONE reviews. Outputs the sentiment (positive or negative) of a given text | 71% (Based on 22 reviews) | |
NPS/CSAT Scoring | As reported in 19 Calabrio ONE reviews. Measures and reports on NPS, CSAT, or other metrics over time | 75% (Based on 19 reviews) |
Feedback Sources
Online Reviews | As reported in 15 Calabrio ONE reviews. Analyzes feedback from online reviews | 84% (Based on 15 reviews) | |
Surveys | Analyzes feedback from surveys through built-in survey features or integrations with survey tools 16 reviewers of Calabrio ONE have provided feedback on this feature. | 81% (Based on 16 reviews) | |
Social Media | As reported in 13 Calabrio ONE reviews. Analyzes customer feedback from social media | 79% (Based on 13 reviews) | |
Customer Service Channels | Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat 17 reviewers of Calabrio ONE have provided feedback on this feature. | 80% (Based on 17 reviews) |
Generative AI
AI Text Generation | Based on 22 Calabrio ONE reviews. Allows users to generate text based on a text prompt. | 92% (Based on 22 reviews) | |
AI Text Summarization | As reported in 22 Calabrio ONE reviews. Condenses long documents or text into a brief summary. | 91% (Based on 22 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
Agentic AI - SAP Store
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Calabrio ONE Comparisons