“powerful WFM with AI analytics”

Pros

Having WFM and QM in one place makes a big difference and the AI analytics, dependable support and solid integrations add even more value. It really helps with just about everything tied to RTM and scheduling.

Cons

There can be some limits if your scheduling or reporting needs are highly specific and integrating it with older legacy systems may take extra effort. Certain parts of the interface are not instantly easy to use and some users have mentioned that the call transcription accuracy could be improved.

“flexible scheduling and leave planning”

Pros

Being able to adjust schedules and submit absence requests ahead of time is really helpful.

Cons

One frustrating part is that ET can't always be plotted which is disappointing.

“great for daily use”

Pros

Mostly, I use this to check my daily schedule, submit overtime and monitor my adherence and for those tasks it does what I need.

Cons

My access is pretty limited so I can really only view my daily adherence and not much else.

“Clear insights”

Pros

One thing I really enjoy about this app is how much it simplifies day to day work. The interface is very user friendly and it makes it simple to see exactly how customer service performance is going.

Cons

I believe it could use more flexibility in workforce management, such as more advanced scheduling options and more detailed monitoring features.

“helpful time off visibility”

Pros

It's really useful that the system lets me see available time off and also shows where I am on the waitlist.

Cons

Every now and then, it logs out or times out unexpectedly which can be frustrating.

“fast call recording feature”

Pros

The platform works very quickly and the features are simple to understand.

Cons

Honestly, I don't have any complaints about it.

“reliable tracking”

Pros

Using it day to day has been very easy. It's reliable, simple to work with and the visuals are well done. Tracking is also very good and helps a lot.

Cons

There's not much to complain about but if I had to point out one issue, it would be that it occasionally goes offline.

“very user friendly platform”

Pros

It is very simple to use and really practical for everyday work.

Cons

At certain times, it takes a while to switch schedules.

“flexible scheduling features”

Pros

Something I find really helpful is being able to adjust my schedule whenever needed.

Cons

Taking vacation time has been frustrating and I've been told the platform is the reason the process is so difficult.

“helps us stay on track”

Pros

Being able to shift parts of our schedule around ourselves is a huge plus and it really helps us stay on track with adherence.

Cons

So far, I haven't come across anything I dislike about it.

“useful pop up reminders”

Pros

Pop up notifications make it simple to stay on top of what the next account activity will be and exactly when it's coming up.

Cons

Checking my schedule can be confusing because I'm based in the Philippines and Calabrio shows everything in the team's local time. That means part of my shift appears 2 or 3 hours before the end of one day, while the rest carries over into the next day.

“great looking interface”

Pros

Interface looks good and lays everything out clearly with plently of details that make it pleasant to use.

Cons

When the workload gets heavy, the system tends to crash. During periods with a high volume of calls, the adherence tracking was also inaccurate so I'd really like to see an update that fixes this properly.

“best scheduling system yet”

Pros

It is very simple to work with and the interface looks polished. In my call center role, this is easily the best scheduling system I've used.

Cons

The only real downside I can think of is that it sometimes gets a little slow when I'm trying to change my breaks but it's nothing major.

“powerful insights”

Pros

Our call center gets everything it needs from this tool. The information is laid out in a way that helps management make informed decisions without having to dig through data or deal with complicated forms. On top of that Calabrio's customer service has been excellent every time I've reached out. They're consistently helpful and ready to assist however they can and their work culture comes across as genuinely positive too.

Cons

At times, there's a bit too much to keep track of when handling trades or making schedule changes.

“helpful schedule alerts”

Pros

The feature I appreciate most is Grant Bot because it lets you know key information whenever a schedule might be changed or swapped with a coworker.

Cons

I honestly don't have much to complain about and I'm satisfied with pretty much all of the features.

“reliable reporting”

Pros

Using this software has been going great and getting around the system feels simple. The reporting tools are one of my favorite parts and it helps a lot to be able to monitor my time so closely. Swapping schedules and submitting time off requests takes very little effort and I also appreciate being able to adjust my breaks and lunch times on certain days when needed.

Cons

At this point, I honestly haven't come across any downsides. My old scheduling system used to go down all the time but this one has been dependable and consistently available.

“Easy to use time off tools”

Pros

Its layout is logical and putting in a time off request is simple and convenient.

Cons

It doesn't provide enough detail about how many paid time off hours are actually available.

“simple scheduling control”

Pros

Using it feels very easy and I'm able to update my own days off without needing help from anyone else.

Cons

The downside is that I don't get to choose the times for my breaks and lunch.

“helpful break reminders”

Pros

One of the best things about it for me is the 5 minute heads up before a break. That reminder is really useful and helps me stay on track during the day.

Cons

I do not have any real complaints about it.

“reliable call recording”

Pros

The simplicity of Calabrio is really what makes it one of the best tools out there.

Cons

But at the same it does feel a little limited in terms of features and it would be even better with more options and added functionality.