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Calabrio

Calabrio Data Explorer, available to all v10+ customers, allows you to create your very own custom reports and dashboards. But with so much QM, WFM, and Analytics data available, where do you start? In this session, Rackspace's WFO Program Manager Chris West and Business Operations Analyst Nick Hamilton will share how they've used Data Explorer to analyze agent adherence, absenteeism, and PTO details to gain a deeper understanding of agent habits and opportunities to improve efficiency.