real time workforce analyst at a tech vendor with 10,001+ employees
Real User
Top 20
Aug 27, 2026
My team as a whole uses Calabrio ONE for forecasting, reporting, and scheduling. In my actual role, my day-to-day usage is more focused on scheduling and tools like Intraday Adherence for monitoring agents in real-time, adding different items to their schedules such as meetings, reviewing staffing, and shift bidding. While I'm in the real-time management position, which we call the hot seat, I use Intraday in Calabrio ONE to view what our staffing trends are for the day and see if we're coming under or over the volume that we forecasted. I assess whether we're understaffed or overstaffed so that I can make moves for agents in different contact channels. We also use the schedule tool because we change their blocks of time to different channels based on if movement is needed. We utilize the requests feature so that if agents have any time off that they've requested, and adherence to ensure that they are in the right contact channel. Those are the things that I use in my day-to-day. We also tend to use reporting in Calabrio ONE. I don't use it in my day-to-day, but my team as a whole does use the reporting to get an idea around past trends with adherence, staffing, and volume.
My main use case for Calabrio ONE is for schedule management in our dynamic environment, as it helps us manage our shifts effectively. It helps us strategize on shifts, plan, and ensure that every employee is well assigned within a well-stipulated timeline for working. In addition to shift management, I find that Calabrio ONE has AI intelligence features that have recently been integrated, helping us with forecasting that seems to be very accurate as our shift pattern consistently aligns with the actual volume of customer inquiries we receive.
Our main use case for Calabrio ONE is in scheduling and adherence, where we use it to track agent performance and adherence throughout the day. We also use it for scheduling and forecasting. The main use that we have on a daily basis is the adherence part, which involves checking correct adherence to schedules and comparing the current actual schedule with what agents are doing in the CRM. The adherence tracking helps my team by providing a current and actual view of how many agents we have in those intervals and whether they are adhering to the current schedule and performing the activities they are supposed to be based on their previous scheduling. For example, we are working on an account which is built by adherence and requires monitoring by interval. We have Calabrio ONE linked with our CRM, and that is mainly the use that we do in real-time because Calabrio ONE is predominantly used by our real-time team. That is the goal and how we are using it right now.
Assistant Manager at a tech vendor with 10,001+ employees
Real User
Top 20
Jul 11, 2026
My work on Calabrio ONE involves adding and updating schedules, as well as onboarding and offboarding agents. When I need to onboard or add new agents to Calabrio ONE, I log into my Calabrio account and add the users in Calabrio ONE's remote desktop version. After adding users, I check their schedules and update them if necessary.
Sales, Retention, And Customer Service Agent at a insurance company with 1-10 employees
Real User
Top 20
Jul 10, 2026
As an agent, I use Calabrio ONE for monitoring my shifts, including when my schedule breaks and meal times are or when scheduled offline meetings, coachings, or one-to-ones occur. One of our main KPIs is adherence, and I use Calabrio ONE to monitor my overall adherence for the month, besides monitoring my breaks. Adherence takes into consideration what time I go on break, what time I get back, what time I start my shift, what time I end my shift, and if I was actually on shift. In order for me to qualify for my commission, that adherence needs to be above 95%. Daily and consistently, I use Calabrio ONE to monitor my previous day's adherence, checking what percentage I am on month to date, and then knowing where I need to adjust or improve on my timekeeping. I also use it to make sure that I am at work on the days when I am supposed to be at work. One of the other major things is my stats. Monitoring my hold and wrap, my actual handling time of calls gives me a broad and detailed breakdown of my statistics, which helps me as an agent to perform at my best and know when to change the way I am doing things if my stats are looking unfavorable. I find Calabrio ONE much more efficient than the system we were using before, which I cannot even remember the name of because it was that ineffective. It helps me to perform at my best and to know when I need to improve on what I am doing, giving me a detailed breakdown of my statistics. Calabrio ONE provides a broad breakdown of my statistics in a detailed format beyond monitoring breaks and meals.
My main use case for Calabrio ONE is recording. I have been using Calabrio ONE for more than five years, in UKs one of the biggest beverage company and some other companies are my clients who have deployed recording as a solution.
Calabrio ONE is a comprehensive suite designed for customer experience management, offering workforce optimization, analytics, and performance management features to streamline contact center operations.Calabrio ONE delivers tools to enhance staff productivity and elevate customer interactions. With analytics-driven insights and workforce management capabilities, it empowers organizations with data-led decision-making for operational efficiency, ensuring streamlined communications and...
My team as a whole uses Calabrio ONE for forecasting, reporting, and scheduling. In my actual role, my day-to-day usage is more focused on scheduling and tools like Intraday Adherence for monitoring agents in real-time, adding different items to their schedules such as meetings, reviewing staffing, and shift bidding. While I'm in the real-time management position, which we call the hot seat, I use Intraday in Calabrio ONE to view what our staffing trends are for the day and see if we're coming under or over the volume that we forecasted. I assess whether we're understaffed or overstaffed so that I can make moves for agents in different contact channels. We also use the schedule tool because we change their blocks of time to different channels based on if movement is needed. We utilize the requests feature so that if agents have any time off that they've requested, and adherence to ensure that they are in the right contact channel. Those are the things that I use in my day-to-day. We also tend to use reporting in Calabrio ONE. I don't use it in my day-to-day, but my team as a whole does use the reporting to get an idea around past trends with adherence, staffing, and volume.
My main use case for Calabrio ONE is for schedule management in our dynamic environment, as it helps us manage our shifts effectively. It helps us strategize on shifts, plan, and ensure that every employee is well assigned within a well-stipulated timeline for working. In addition to shift management, I find that Calabrio ONE has AI intelligence features that have recently been integrated, helping us with forecasting that seems to be very accurate as our shift pattern consistently aligns with the actual volume of customer inquiries we receive.
Our main use case for Calabrio ONE is in scheduling and adherence, where we use it to track agent performance and adherence throughout the day. We also use it for scheduling and forecasting. The main use that we have on a daily basis is the adherence part, which involves checking correct adherence to schedules and comparing the current actual schedule with what agents are doing in the CRM. The adherence tracking helps my team by providing a current and actual view of how many agents we have in those intervals and whether they are adhering to the current schedule and performing the activities they are supposed to be based on their previous scheduling. For example, we are working on an account which is built by adherence and requires monitoring by interval. We have Calabrio ONE linked with our CRM, and that is mainly the use that we do in real-time because Calabrio ONE is predominantly used by our real-time team. That is the goal and how we are using it right now.
My main use case for Calabrio ONE is that we rely on it most for scheduling and forecasting.
My work on Calabrio ONE involves adding and updating schedules, as well as onboarding and offboarding agents. When I need to onboard or add new agents to Calabrio ONE, I log into my Calabrio account and add the users in Calabrio ONE's remote desktop version. After adding users, I check their schedules and update them if necessary.
As an agent, I use Calabrio ONE for monitoring my shifts, including when my schedule breaks and meal times are or when scheduled offline meetings, coachings, or one-to-ones occur. One of our main KPIs is adherence, and I use Calabrio ONE to monitor my overall adherence for the month, besides monitoring my breaks. Adherence takes into consideration what time I go on break, what time I get back, what time I start my shift, what time I end my shift, and if I was actually on shift. In order for me to qualify for my commission, that adherence needs to be above 95%. Daily and consistently, I use Calabrio ONE to monitor my previous day's adherence, checking what percentage I am on month to date, and then knowing where I need to adjust or improve on my timekeeping. I also use it to make sure that I am at work on the days when I am supposed to be at work. One of the other major things is my stats. Monitoring my hold and wrap, my actual handling time of calls gives me a broad and detailed breakdown of my statistics, which helps me as an agent to perform at my best and know when to change the way I am doing things if my stats are looking unfavorable. I find Calabrio ONE much more efficient than the system we were using before, which I cannot even remember the name of because it was that ineffective. It helps me to perform at my best and to know when I need to improve on what I am doing, giving me a detailed breakdown of my statistics. Calabrio ONE provides a broad breakdown of my statistics in a detailed format beyond monitoring breaks and meals.
My main use case for Calabrio ONE is recording. I have been using Calabrio ONE for more than five years, in UKs one of the biggest beverage company and some other companies are my clients who have deployed recording as a solution.