We have been able to see great improvements within the contact center since we started using C1. The team helped us optimize the tool for our needs to achieve 95%+ accuracy in forecasting.

Having all the tools within a single application. I am able to switch from one too the the other without having to open a new browser window or launch a new application. It also makes it easier to have a more wholistic view of what is happening within your contact center because the reporting is also intergrated.

Some of the back end configuration is not as straight forward and intuitive as I would like.

The all in one aspects; WFM, QA, Analytics, and customizable reporting.

The out of the box reporting that the user is stuck with, unable to remove it. In addition the custom reporting is complex unlike the rest of the user interface and lacks documentation/guides.

this is the BEST app to use for Employees scheduling issue

easy to manage and use, can be access by anyone/employee weather compute or smart phones real time update, can request schedule update up to 2 months prior

if the internet connection is slow the app will give you an error

I would not consider it positive. The company has spent considerable time creating an illusion that the program works as designed in order for our business units to accept this program.

It usually allows me to access when I attempt to log in.

Our company how multiple bug tickets open, including for such basic features as time off requests, overtime insertion, and Calabrio will oftentimes say the program is working as designed when we open a ticket, such as when it was pointed out that it was basing the AHT weight on calls offered instead of calls answered.

I like that it allows me to edit the times I go on my breaks and that I can schedule time off in advance. It also useful for knowing the status of my requests.

It sometimes runs slow and when I try to adjust my schedule, it gets a little laggy.