Labor forecasting is the process of predicting future labor needs. Learn more about forecasting staffing needs, different prediction methods, and how to implement a unique strategy.

Shift Scheduling

Shift scheduling is the process of creating work schedules to support company needs and employee satisfaction. Learn more about shift scheduling and how to create a successful process.

Calabrio ONE Categories on G2

SAP Store

Workforce Management

Feedback Analytics

Contact Center Quality Assurance

Contact Center Workforce

Contact Center Quality Assurance

Contact Center Workforce

Speech Analytics

Filter for Features

Platform

Customization	Allows administrators to customize to accommodate their unique processes. Includes ability to create custom objects, fields, rules, calculations, and views. 53 reviewers of Calabrio ONE have provided feedback on this feature.	87% (Based on 53 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. 49 reviewers of Calabrio ONE have provided feedback on this feature.	89% (Based on 49 reviews)
Internationalization	Enables users to view and transact business with the same content in multiple languages and currencies. 53 reviewers of Calabrio ONE have provided feedback on this feature.	88% (Based on 53 reviews)
User, Role, and Access Management	Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 54 Calabrio ONE reviews.	91% (Based on 54 reviews)
Performance	Based on 55 Calabrio ONE reviews. Is consistently available (uptime) and allows users to complete tasks reliably.	92% (Based on 55 reviews)
Mobility	Based on 55 Calabrio ONE reviews. Is accessible from a mobile device and by users on the go.	87% (Based on 55 reviews)
Reporting	Provides analytics tools that reveal important business metrics and track progress. 53 reviewers of Calabrio ONE have provided feedback on this feature.	89% (Based on 53 reviews)
Dashboards	Has a centralized dashboard for users to interact with. 53 reviewers of Calabrio ONE have provided feedback on this feature.	86% (Based on 53 reviews)

Workforce Management Platform Features

Labor Forecasting	See feature definition	As reported in 64 Calabrio ONE reviews. Predict the number and types of employees necessary to meet anticipated demand to control labor costs.	91% (Based on 64 reviews)
Shift Scheduling	See feature definition	Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. 69 reviewers of Calabrio ONE have provided feedback on this feature.	92% (Based on 69 reviews)
Time & Attendance Tracking		Based on 68 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 68 reviews)
Absence & Leave Management		As reported in 67 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 67 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 60 Calabrio ONE reviews.	89% (Based on 60 reviews)
Succession Planning		As reported in 62 Calabrio ONE reviews. Identify high performing employees with potential to be promoted with minimal development.	87% (Based on 62 reviews)
Workforce Analytics		As reported in 67 Calabrio ONE reviews. Tools designed to help analyze employee data and develop baselines for evaluating and optimizing workforce management.	90% (Based on 67 reviews)
Self-Service Capabilities		As reported in 65 Calabrio ONE reviews. Web portals through which employees can view their schedules, submit PTO requests, configure work availability and preferences, and self-schedule from available work times.	89% (Based on 65 reviews)
Mobile Shift Scheduling		Managers and employees can create or claim available work shifts and receive notifications on their mobile device. 64 reviewers of Calabrio ONE have provided feedback on this feature.	83% (Based on 64 reviews)
Team Communication		Message other team members or managers through built-in text or emailing functions and communicate scheduling or leave requests. 60 reviewers of Calabrio ONE have provided feedback on this feature.	82% (Based on 60 reviews)

Quality Assurance

Evaluation	Based on 70 Calabrio ONE reviews. Provides tools for evaluating customer interactions	92% (Based on 70 reviews)
Calibration	Offers features for maintaining fair and consistent scoring This feature was mentioned in 68 Calabrio ONE reviews.	89% (Based on 68 reviews)
Reports	Generates quality and performance reports This feature was mentioned in 70 Calabrio ONE reviews.	90% (Based on 70 reviews)

Engagement

Feedback	As reported in 71 Calabrio ONE reviews. Tools for providing personalized feedback and coaching sessions	87% (Based on 71 reviews)
Dashboards	As reported in 69 Calabrio ONE reviews. Provides a centralized dashboard for agents to view their scores and feedback	91% (Based on 69 reviews)
Training	Based on 68 Calabrio ONE reviews. Tools for educating and training agents	91% (Based on 68 reviews)

Performance

Integrations		Integrates with other customer service or CRM software 64 reviewers of Calabrio ONE have provided feedback on this feature.	86% (Based on 64 reviews)
Compliance		Helps ensure customer privacy and data protection This feature was mentioned in 70 Calabrio ONE reviews.	92% (Based on 70 reviews)

Workforce Management

Agent Availability	Based on 114 Calabrio ONE reviews and verified by the G2 Product R&D team. Offers complete visibility into agent availability to efficiently create and manage schedules.	91% (Based on 114 reviews)
Skills Management	Based on 116 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.	89% (Based on 116 reviews)
Shift Scheduling	Based on 116 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 116 reviews)
Agent Self-Service	Based on 109 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 109 reviews)
Mobile Access	As reported in 106 Calabrio ONE reviews. Allows users to access the software using mobile devices.	84% (Based on 106 reviews)

Administration

Automation	Based on 113 Calabrio ONE reviews and verified by the G2 Product R&D team. Automates some or all operation related tasks	87% (Based on 113 reviews)
Performance Analysis	Based on 113 Calabrio ONE reviews and verified by the G2 Product R&D team. Monitors call volume and quality to evaluate agent performance.	89% (Based on 113 reviews)
Dashboards	Based on 117 Calabrio ONE reviews and verified by the G2 Product R&D team. Has a centralized dashboard for users to interact with.	88% (Based on 117 reviews)
Forecasting	Based on 116 Calabrio ONE reviews and verified by the G2 Product R&D team. Forecasts scheduling needs based on historical data.	90% (Based on 116 reviews)
Intraday Management	Based on 114 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 114 reviews)

Feedback Management

Tagging	As reported in 20 Calabrio ONE reviews. Tag content to organize and assign to specific departments or categories	85% (Based on 20 reviews)
Segmentation	As reported in 20 Calabrio ONE reviews. Break down a population of users by demographics, sequence actions, time, and able to build custom segments.	83% (Based on 20 reviews)
Custom Reports and Dashboards	Allows users to easily build customized reports and dashboards. This feature was mentioned in 23 Calabrio ONE reviews.	86% (Based on 23 reviews)

Feedback Analysis

Thematic Analysis	Identifies key phrases, themes, and patterns within a given text 20 reviewers of Calabrio ONE have provided feedback on this feature.	83% (Based on 20 reviews)
Sentiment Analysis	Outputs the sentiment (positive or negative) of a given text 20 reviewers of Calabrio ONE have provided feedback on this feature.	71% (Based on 20 reviews)
NPS/CSAT Scoring	Measures and reports on NPS, CSAT, or other metrics over time This feature was mentioned in 17 Calabrio ONE reviews.	75% (Based on 17 reviews)

Feedback Sources

Online Reviews	Based on 13 Calabrio ONE reviews. Analyzes feedback from online reviews	86% (Based on 13 reviews)
Surveys	Analyzes feedback from surveys through built-in survey features or integrations with survey tools 14 reviewers of Calabrio ONE have provided feedback on this feature.	83% (Based on 14 reviews)
Social Media	Analyzes customer feedback from social media 11 reviewers of Calabrio ONE have provided feedback on this feature.	83% (Based on 11 reviews)
Customer Service Channels	As reported in 15 Calabrio ONE reviews. Analyzes feedback sourced from integrations with customer service tools, such as help desks and live chat	83% (Based on 15 reviews)