Calabrio ONE is a workforce optimization solution that offers workforce management, quality management, and analytics products and features. Twilio Flex integrates with Calabrio ONE to provide an effortless transfer of data between the two systems to enable intelligent business planning and operations.
This guide lists the prerequisites and all tasks that are required to complete the integration setup. However, please note that detailed instructions for tasks marked with an asterisk are available through the Calabrio Success Center.
This guide was created in December 2020. Please refer to the Calabrio ONE Release Notes for information on changes made to the Calabrio ONE WFM solution that may affect the content or images in this guide.
Configuring the Calabrio ONE WFM integration in Flex enables Calabrio ONE WFM to receive historical and near real-time data that are used for forecasting and real-time adherence. This means that by completing this task, you provide Calabrio ONE WFM access to your Flex Insights reports.
The Twilio Flex and Calabrio ONE integration uses the following protocols to transfer data:
The Twilio Flex and Calabrio ONE integration offers the following products and features:
Calabrio Workforce Management (WFM)
Forecasting: Calabrio uses imported historical data from Flex to create short and long-term forecasts for your contact center. Supervisors can leverage this data for agent scheduling, staffing, and budget estimation.
Calabrio Quality Management (QM)
Automated Recording and Reporting: Supervisors can actively review call and screen recordings to understand customer interactions and evaluate agent performance. The Hold Metrics Plugin extends reporting capabilities by capturing timestamps for when customers are placed on hold.
Calabrio Analytics
Speech, Text, and Desktop Analytics: The Analytics dashboard provides advanced insights for your Flex contact center and agent workforce.
To learn more about supported features and how you can get started, contact Calabrio Sales at +1 (855) 784-2807.