I like the Real Time View in Calabrio ONE because before this feature, we lacked real-time monitoring of our agents. Now, with this view, all our supervisors can have the best knowledge of what their agents are doing. I also appreciate that Calabrio ONE is cloud-based and allows all our agents and supervisors to use the platform, which was an important factor for us in switching from Aspect Workforce. Review collected by and hosted on G2.com.

I find issues with over and understaffing when the operation involves multi-skill agents and skill-to-skill support. The initial setup of Calabrio ONE wasn't that easy because it requires changing our operation to its way of doing workforce management. Review collected by and hosted on G2.com.

I find the interface of Calabrio ONE very user-friendly, which makes it easier to navigate. I also really value the Automated Quality Monitoring (AQM) feature that allows us to evaluate every call instead of just a small sample, offering a more comprehensive overview. Additionally, it provides us with data that helps make more educated decisions on service improvements and future needs. The automation of our agent notes is a substantial time saver. Review collected by and hosted on G2.com.

My only issue to date is that we cannot have questions on the AQM form without putting a point value to them. We would like to use some questions for pure data collection without scoring the agent on those specific questions. Review collected by and hosted on G2.com.

I love that Calabrio ONE helps our Quality Assurance Agents to be productive in reviewing calls and provides real-time feedback to agents. I really appreciate the User Interface. Data analysis works great with the platform. The initial setup was very simple, and I would definitely recommend it to a friend or colleague. Review collected by and hosted on G2.com.

The stock dashboards in Insights do not drill down far enough, and I'm unable to access the calls that fall within the results. Additionally, it would be helpful to have a hyperlink to the calls that were scored. The access based on the roles that are already set up should mirror, meaning hidden fields should be consistent in both Insights and the interactions. Review collected by and hosted on G2.com.

I appreciate the notifications feature in Calabrio ONE as it helps prevent me from getting late or missing days by alerting me in advance. This tool has made managing my daily schedule, breaks, and lunches much easier, and setting up notifications allows me to be alerted, ensuring I don't forget my commitments. The initial setup of Calabrio ONE was pretty easy and within the first week, we were already using it efficiently. Review collected by and hosted on G2.com.

Calabrio ONE sometimes has issues with processing speed. It forces me to refresh the browser several times during the day to resolve the problem. Review collected by and hosted on G2.com.

I like Calabrio ONE's ability to quickly adjust schedules on the fly and schedule sessions for individual training, which helps ensure we have the required number of agents where they need to be. I appreciate the schedule components and meetings that help with planning. I also find the quality aspects, such as Auto QM, valuable for understanding what agents are doing well, helping to identify trends and areas where they might be struggling. Review collected by and hosted on G2.com.

The interface could be more user-friendly. It can be difficult to train new users who find the interface complicated. The initial setup was somewhat easy but challenging when people explained what something does without necessarily explaining the functionality behind it. Review collected by and hosted on G2.com.

What stands out most to me about Calabrio ONE is how customizable it is. The platform gives you the flexibility to create scheduling rules that match different employment types and operational needs, which is especially important in a complex WFM environment. For all it offers, it is surprisingly easy to use once you learn where everything is.

I also appreciate how responsive the customer support and development teams are. They genuinely listen to feedback and actively work to improve the product. Over time, I’ve seen them address concerns—such as system lag—and make meaningful changes based on user input.

Overall, it feels like a platform that continues to evolve with its users, and that makes a real difference in day-to-day operations. Review collected by and hosted on G2.com.

I have to say, I’m not a fan of things migrating out of the “back end”/remote desktop connection and over to the web interface. That probably says more about me being resistant to change, but the back end just feels more robust and dependable. Review collected by and hosted on G2.com.

I like Calabrio ONE because it is very practical and allows me to concentrate all matters related to my work schedule and vacation plans in one place. What I like most is being able to see all my schedules from past months and the ease of sliding some types of tasks and adjusting schedules directly on the screen. Review collected by and hosted on G2.com.

The app constantly doesn't work, especially the mobile app. I also can't check schedules or my history of past shift times. If I was promoted and changed departments, I can't see my schedule and work history from old positions, only from my current position. Review collected by and hosted on G2.com.

I find Calabrio ONE to be an easy-to-use all-in-one software. The transition from our classic system to the cloud was very easy. I appreciate using WFM for agent scheduling and staffing, as well as AQM for agent performance and enhancing customer service. It's great to have such a user-friendly platform that helps with agent adherence and provides agent recordings to improve performance. Review collected by and hosted on G2.com.

Performance Management Review collected by and hosted on G2.com.

Calabrio ONE stands out as an all-in-one platform, bringing together workforce management, quality monitoring, analytics, scheduling, and performance insights within a single solution. This unified setup enables teams to oversee every facet of contact center performance from one place, eliminating the complexity of juggling multiple separate tools.

The platform’s AI-driven features—covering forecasting, sentiment analysis, automated quality management, and conversation intelligence—help automate routine tasks and surface valuable insights. These capabilities give teams the ability to make smarter, data-informed decisions.

Users frequently point out that Calabrio ONE improves the accuracy of forecasting and streamlines scheduling, which not only saves time but also ensures that staffing levels are more closely matched to actual requirements.

With seamless data integration across modules like workforce, quality, and performance, teams gain a unified, real-time view of both agent and contact center operations. This level of integration speeds up the identification of issues and helps uncover new opportunities for coaching. Review collected by and hosted on G2.com.

Most users mention a few recurring challenges with Calabrio ONE, such as the complexity of its reporting tools, slower performance when handling large datasets, a steep initial learning curve, and occasional delays in support responsiveness or notifications. These issues can be particularly significant for teams that value straightforward, quick reporting and an easy setup process. Nevertheless, despite these drawbacks, Calabrio ONE continues to be a strong option for workforce management and analytics, offering valuable insights and operational features once teams become familiar with the platform. Review collected by and hosted on G2.com.

I like that Calabrio ONE is user friendly and helps manage real-time and staffing needs effectively. The intraday management features and insights into making better real-time decisions are really beneficial. I also appreciate the overall better interface compared to the previous product we used. Review collected by and hosted on G2.com.

Reporting is challenging from a real-time perspective and some of the setup/permissions based items. Not easy. We just switched over on 6/11 and are still in process of learning the tool and setup. Review collected by and hosted on G2.com.