Calabrio is showing its Calabrio ONE Personalized Dashboard this year at Enterprise Connect (formally VoiceCon). The dashboard is a complete overhaul and is a new way of thinking about user interfaces. Calabrio based the dashboard on an OpenSocial framework, which has the look and feel of an app downloaded from the iTunes or Droid app stores. Calabrio’s philosophy behind the new dashboard is to provide users what they need up-front and to enable them to change the dashboard as quickly as their needs change.
Calabrio’s new dashboard streamlines the entire user experience. The dashboard supplies reports, real-time displays, and other tools as a series of widgets that users can drag and drop into their personal container. Moreover, gone are the traditional nested and dropdown menus and in their place Calabrio has supplied users with a set of buttons. Calabrio maintained role-based user definitions and has enabled administrators to create standard containers for agents, supervisors, managers and others with contact center responsibility. In addition, administrators assign widgets and tools to a defined role or roles, creating a role-based function library for users of all levels.
While the dashboard is a new concept, Calabrio has kept much of the standards functions available in previous releases. For example, agents can still view their schedules, but the interface has been updated. Agents now view their schedules as a calendar similar to ones found in outlook or on their iPhones. The display provides daily, weekly, and monthly views. Agents also retain the ability to request a shift swap or ask for time off.
In this release, Calabrio has added only the agent and quality assurance capabilities. The company plans to add workforce management to the container in a release schedule for the fourth quarter 2011.
Calabrio added speech analytics to Calabrio One in 2010 and has now incorporated speech analytics into the QA playback form. The company added a speech energy display at the bottom of the form, allowing supervisors and QA specialists to quickly scan for trouble areas (periods with no or a lot of energy) and to review that part of the call.
With its new dashboard, Calabrio has increased the mobility of supervisors. The dashboard is browser-based (as are all Calabrio’s user interfaces) and can be used on a tablet PC. I envision supervisors wandering the calling floor holding an iPad or Motorola Xoom, listening to agents and viewing performance reports. I can also see remote supervisors with the tablets propped up on their desk, keeping tabs on agents and operations while working on other work. Calabrio’s new dashboard is exciting and well worth a look.
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