Calabrio's strengths and weaknesses
May 19, 2017

Calabrio's strengths and weaknesses

Nathaniel Brown | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Calabrio ONE

We use Calabrio to monitor calls and as the forecasting, scheduling and reporting system for our contact center. Calabrio is used to forecast upcoming customer volume, monitor the quality of the contact that we have with our customers and to report on many of the key metrics within our contact center.
  • Calabrio's greatest asset is it's simplicity and usability. We are able to quickly train employees on the usage of the software and have them up and running on certain functions within day of introducing it to them.
  • The intra-day staffing in the WFM module does a good job of tracking intra-day volume patterns that would be tedious to track in a spreadsheet.
  • The dashboards in Kronos gives agents a quick view of many of the stats that they will be measured against.
  • Calabrio's scheduling module has room for improvement. I recommend adding options that will allow you to quickly add or delete multiple exceptions for a group or an individual.
  • Calabrio should add an option the will automatically optimize existing breaks and lunches based on the schedule rules and updates to schedules since they were initially published.
  • I'd like to have a feature in Calabrio that will automatically approve or deny employees requests for vacation based on the staffing number and other staff rules that are set.
  • For shift bidding, I'd like to have the option to create several schedule types and have Calabrio create the best coverage based on the available staff and the existing forecast.
  • In my practice, I have found that some reports have stats that should be weighed but are presented as a standard average (arithmetic mean) instead.
  • I'd like to have granular reporting on staff shrinkage that has occurred in the past so that I can use that data for future staff planning.
  • A positive return that we have had is the ability to see the portion of the day that we are likely to be over and under staffed and use that data to modify schedules to allow for overtime or additional time off of the phones.
  • A negative impact that we have had is the additional use of WFM man hours to manually make changes to individual schedules since there is not a good option to quickly adjust several simultaneously.
  • Being able to monitor agent calls and activity has given us the ability to retain and promote high performing agents and remove agents that are not well suited to the contact center.
I have approximately a decade of experience using the aspect Workforce management software package. aspect has many power user functions that are not available in Calabrio. The strength of aspect is that is has extensive power user options. The drawback to aspect is that to be a proficient user of the software will take many months of hands on training. I often find myself comparing the pro/cons of the two solutions. That being said, I'd like to see Calabrio add more automation that will remove the need to perform many tasks that at the moment must be done manually.
Calabrio does a good job of tracking intra-day trends and forecasting based on past trends. Performing multiple changes to schedules or making comples adjustments for an entire center is a place where Calabrio has room for improvement.