As we prepare for another productive month, I’m excited about the new integration between iService and Calabrio’s workforce planning and forecasting tool. Whether you’re using the on-demand or on-premises setup, this seamless integration is designed to make it easy. It connects your iService customer interaction details to Calabrio workforce management software.
Let’s explore what this means for you and your team!
What You Need to Know About The Calabrio Integration
The new integration introduces a dedicated iService API that facilitates the posting of agent and queue statistics directly to your Calabrio endpoint. This integration is built into iService 9.13 and later. It calculates statistics for both queue and agent activity within your iService customer interaction system.
- Statistics Tracked:
- At the core of this integration is a new API that calculates statistics about agent activity and interactions within your iService message queues. Furthermore, it seamlessly integrates with Calabrio Workforce Management. Depending upon your needs, you can set the time slices as needed for your contact center, such as every 15 or 30 minutes. The calculations include the number of incoming questions received, answers sent, agents available, and other metrics required. These help properly analyze and forecast operations within your contact center. As the saying goes, “If you don’t measure it, you can’t improve it.” Fortunately, the new API integration makes it easier than ever to calculate these vital stats for your team. For full details on the metrics calculated, see the user guide.
- Automatic Management of Metrics:
- For customers using iService On-Demand, the operational aspects of the integration are managed for you. This allows you to benefit from our robust infrastructure — monitoring failures, addressing issues, and ensuring smooth operations without requiring additional effort on your part. The iService queuing system pulls statistics at the desired times, delivers them to your Calabrio workforce management endpoint, and logs all activity. If you are an
- on-premises user, you have full control of your integration. You can construct your queue and posting process using your organization’s preferred methods.
Why This Matters for Your Call Center Operations?
So, why should you care about this integration? Here’s what it provides:
- Improved Staffing Predictability:
- For businesses with active call centers, having an efficient method to forecast staffing needs is crucial. Thereforce, iService gathers extensive metrics that enable accurate predictions of necessary staffing levels. By doing so, integrating these metrics into your best workforce management software, you can assess staffing requirements based on real-time data, which in return ultimately enhancing performance and customer satisfaction.
- Integrated Contact Center Reporting:
- If you currently use Calabrio Workforce Management Software to track and report on your phone-based support activities, then this integration unifies both email and telephone support operations. As a result, it helps your system evolve into the best workforce management software. Moreover, this integration consolidates customer support performance across phone and email channels. By doing so, leaders gain clearer visibility into team productivity, customer engagement trends, and operational efficiency. Consequently, this clarity empowers them to make more informed strategic decisions, allocate resources more effectively, and improve service consistency across the organization.
- Reusable Metrics:
- This integration formulates calculations specifically for Calabrio. However, other workforce management systems, such as Pipkins, can also utilize them. You can make minor changes to the tracked metrics to ensure compatibility. These adjustments support most commercially available workforce management systems.
Getting Started with iService and Calabrio Workforce Management
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Contact Us: If you’re unclear about how the integration can specifically help your organization, don’t hesitate to reach out to us.
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Explore Additional Resources: Be sure to explore our Knowledge Base, and tips related to workforce management metrics.
Bringing It All Together | iService & Calabrio Workforce Management
In today’s business landscape, operational efficiency has a direct impact on profitability. To address this, workforce management systems play a critical role in optimizing staffing levels—ensuring high-quality customer service while avoiding unnecessary labor costs. Specifically, the integration between iService and Calabrio is built to help you achieve this balance by aligning your support operations with real-time workforce insights.
Don’t forget to take full advantage of these capabilities and reach out to us if you need any assistance!
Ready to take the next step?
Let’s bring this integration to life! Reach out to book your live demo or dive into a conversation about how this solution can transform your operations.