“organized time management”

Pros

It does a really good job of keeping time organized and the system is very user friendly to work with.

Cons

Not every schedule is visible so it can be hard to tell whether another agent is currently working.

“Amazing schedule visibility”

Pros

Being able to change my schedule and quickly see it in one place has been really useful.

Cons

Sometimes, the system freezes and there are moments when my schedule doesn't load properly.

“makes managing work easier”

Pros

The real time scheduling features and time off request options are really useful and make managing work much more convenient.

Cons

Honestly, there wasn't anything I disliked.

“user friendly tool”

Pros

Navigation feels very easy and the system is simple to understand overall.

Cons

Every now and then, it runs into glitches that keep me from viewing my schedule.

“simple request submission”

Pros

Right away, the platform feels very user friendly and coming from someone who studied user experience, that is one of its biggest strengths in my view. I do not use most of the features in my role but the tools I do use make it simple to submit requests and make changes to the schedule without any hassle.

Cons

I am not completely sure whether this is specific to my company's setup or the platform itself but requests usually have to go through someone in workforce management for approval. When I first started using it, approving things like shift changes between employees seemed much simpler and I would love to see that come back. Other than that, I have no real complaints.

“color coded scheduling wins”

Pros

Calabrio has color coded time slots that make the schedule really simple to follow. In a call center, where you're constantly moving between different tasks and live channels throughout the day, it's a really helpful way to stay on top of where you need to be, shift bids and similar updates.

Cons

One thing I'd still like to see is better notification integration with Slack or Google Chrome. If I've muted certain items while I'm on calls, I can easily miss schedule changes so bigger flashing visual alerts would make a big difference.

“helpful daily planning tool”

Pros

Having a clear view of where I'm supposed to be really helps me stay on track and organize my day better.

Cons

The biggest frustration is that changes can be made without any notice. That's one of the worst things a program can do. It really should send an automatic email whenever something gets updated.

“quick scheduling flexibility”

Pros

Being able to adjust days and times on short notice has been really helpful and convenient.

Cons

Android app interface is somewhat hard to navigate, both when trying to get into the app and when making schedule changes.

“missing break reminders”

Pros

Honestly, nothing comes to mind. I really wish my company would move to a different system.

Cons

There are no pop up alerts to let us know when break or lunch is coming up. The previous software we used would place a reminder right in front of whatever else we were working on about 14 minutes before break or lunch. It also gave us options to snooze it for 1, 5 or 10 minutes or just ignore it. This app doesn't offer anything like that so I'm stuck setting an alarm on my phone. When it goes off, it interrupts my calls because I'm not about to change the volume I already use for my morning alarms. It's extremely inconvenient and if I were running my own company, I would never choose Calabrio.

“easy to navigate”

Pros

The platform feels very user friendly and everything is accessible without much effort. Getting around it is simple and the navigation makes day to day use very easy.

Cons

A downside is that everyone can see everyone else's schedule. That is not always ideal especially when you work with family members or people you already know since it can feel like there is not enough privacy.

“Quick recording setup”

Pros

Using this app has been a really positive experience because it's simple to navigate, loads quickly and feels very user friendly overall.

Cons

Something that can be frustrating is that it sometimes takes quite a while for items to move from pending to approved or denied.

“handy mobile access”

Pros

Its really convenient and easy to work with. The mobile app is especially useful since I can access it even when I'm away from my computer.

Cons

Right now, there isn't anything I dislike about this program. Everything has been working well for us so far.

“user friendly platform”

Pros

Everything is simple to navigate and easy to use. I also haven't run into any issues with the site being unavailable due to maintenance.

Cons

At times, the schedule takes a little longer than expected to load.

“helpful scheduling”

Pros

Having everything in one place lets me check my schedule and go back to review my calls whenever I need to.

Cons

I really don't have any complaints about the app. It has been very helpful.

“great experience so far”

Pros

Using Calabrio has been very simple and it's easily the best schedule tracker I've worked with.

Cons

Occasionally, it signs me out too often so I end up having to log back in again and again.

“leave planning simplified”

Pros

Having the schedule visible weeks ahead is really useful. I can check my breaks and lunch times without any hassle and the annual leave request feature is a big help as well.

Cons

One issue that comes up sometimes is that I do not receive reminders or updates when there are changes to my schedule.

“flexible toggle option”

Pros

The toggle option is really helpful since it lets me decide between requesting time off or picking up overtime.

Cons

I can't cancel a request once it's within 7 days.

“good for performance tracking”

Pros

One thing that's been really useful is being able to request overtime for my shift even on my rest day and I can also keep track of my performance through the tool.

Cons

A frustrating issue comes up with the agent schedule messenger because it sometimes displays yesterday's schedule and only updates after a few hours. When I check my current schedule, that delay can throw me off and I've ended up being called out for punching the wrong activity at a certain time since the messenger was still showing the previous day's schedule.

“clean workspace”

Pros

Layout feels really clean and having everything available in one place makes it very convenient to use.

Cons

PTO requests get denied too quickly and when you swap a schedule with a coworker, there's no way to switch it back afterward.

“works well as a schedule checker”

Pros

It works well for keeping track of my schedule and checking my daily plans.

Cons

Having to refresh the page every time I want to use it gets a bit annoying.