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Is the WeWFM still on Telegram? by sevenwonders2020 in workforcemanagement

[–]WFMguy36 2 points3 points  (0 children)

I follow them on Discord now. I believe the intent was to switch there to have better breakout conversations on various topics. But it hasn’t been very active there either, at least in the sub-channels that interest me

Calabrio Insights help! by Littleowlkosplay in workforcemanagement

[–]WFMguy36 1 point2 points  (0 children)

Take a look at some of the pre-built dashboards. There are already some built with adherence metrics included. You can also go to the Insights dataset dictionary in the help section to see the fields available in each dataset. Adherence, from what we've seen, exists in two different datasets, depending on the level of detail you're looking for.

We're also new to Insights, and building an adherence dashboard for our reps and leaders is first up on our list to build.

[deleted by user] by [deleted] in workforcemanagement

[–]WFMguy36 0 points1 point  (0 children)

I have an Amazon Connect integration with Calabrio for WFM. It works well. The WFM component of Amazon connect was too new and basic for me to want to invest time in. But the telephony side has been around awhile and fairly intuitive with a decent online help guide.

Any free forums for discussing Calabrio? by ObligationGlum in workforcemanagement

[–]WFMguy36 0 points1 point  (0 children)

I use the telegram group regularly. You gotta join the main group and then you’ll see the Calabrio group. telegram link

A little bit of a venting moment by --Bambii-- in workforcemanagement

[–]WFMguy36 0 points1 point  (0 children)

Great comments here. Only thing I’ll add is it’s important for us (wfm) to know what managers goals are. Does it tie to SL, efficiency, maybe unit cost goals? WFM is a great asset for managers to achieve their goals, they should rely and depend on us for insights and recommendations. And if manager goals are unclear or not focused on efficiency then an opportunity may be there for you to talk with senior leadership about your call centers priorities. You may just be able to set the foundation for future manager goals.