sales-calabrio

What this skill does

# Calabrio ONE Platform Help

> **Note**: Verint acquired Calabrio in February 2026. Calabrio ONE continues as Verint's midmarket offering. Da Vinci AI bots are being expanded to Calabrio customers. For Verint Open Platform (enterprise) questions, use `/sales-verint`.

## Step 1 — Gather context

If `references/learnings.md` exists, read it first for accumulated platform knowledge.

1. **Which Calabrio module?**
   - A) Workforce Management (forecasting, scheduling, adherence)
   - B) Quality Management (scorecards, evaluations, coaching)
   - C) Interaction Analytics (speech/text analytics, sentiment)
   - D) Bot Analytics (chatbot/voicebot performance)
   - E) Call Recording
   - F) Performance Management / Agent Coaching
   - G) API / Integration
   - H) GovSuite (FedRAMP)
   - I) Not sure / general question

2. **Deployment type?**
   - A) Calabrio ONE Cloud
   - B) Classic (on-prem / hybrid)
   - C) Not sure

3. **Which CCaaS platform?**
   - A) Amazon Connect
   - B) Genesys Cloud CX
   - C) NICE CXone
   - D) Five9
   - E) Cisco / Avaya / Mitel (on-prem)
   - F) Twilio Flex
   - G) Other / standalone

Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.

## Step 2 — Route or answer directly

| Problem domain | Route to |
|---|---|
| Choosing between WEM/WFM vendors | `/sales-ccaas-selection {question}` |
| QA tool comparison (Calabrio vs Observe.AI vs Balto) | `/sales-coaching {question}` |
| Connecting Calabrio to CRM or CCaaS | `/sales-integration {question}` |
| Amazon Connect-specific questions | `/sales-ccaas-selection {question}` |
| Genesys Cloud CX-specific questions | `/sales-genesys {question}` |
| NICE CXone-specific questions | `/sales-nice-cxone {question}` |

If the question is about using Calabrio itself, continue to Step 3.

## Step 3 — Calabrio platform reference

**Read `references/platform-guide.md`** for the full platform reference — modules, pricing, integrations, data model, API, workflows.

Answer the user's question using only the relevant section. Don't dump the full reference.

## Step 4 — Actionable guidance

Focus on the user's specific situation.

- **WFM issues**: Check forecast algorithm settings, shrinkage %, schedule generation rules, real-time adherence thresholds
- **QM issues**: Verify scorecard criteria weighting, auto-evaluation rules, form assignment scope
- **Analytics issues**: Check data pipeline latency, filter scope, dashboard widget configuration
- **API issues**: Verify personal access token permissions, rate limit usage (500/min, 10K/hr), tenant URL format
- **Performance issues**: Check concurrent user load, dataset size, browser compatibility

If you discover a gotcha, workaround, or tip not covered in `references/learnings.md`, append it there.

## Gotchas

> *Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.*

- **Cloud version stability** — users report crashes under heavy workload, especially when loading large team schedules. Clear browser cache, reduce date range, or load by team instead of org.
- **Support resolution times** — bugs can take weeks or months to resolve. Document issues thoroughly with screenshots and steps to reproduce. Escalate via your account manager, not just the ticket queue.
- **Feature parity between sales pitch and product** — verify specific features are available on your tier before purchasing. Get feature lists in writing during procurement.
- **Schedule trading is one-way** — once you trade schedules with a coworker, you can't reverse the trade through the UI. Plan trades carefully.
- **Reporting complexity** — generating reports across multiple queues/departments requires running the same report multiple times. Export to Excel for cross-queue analysis.
- **Android app limitations** — the mobile app interface is limited compared to desktop. Schedule changes and time-off requests work better via desktop.
- **API token lifecycle** — personal access tokens stop working if the creating user's leaving date passes or the user is deleted. Use a service account for integrations.
- **Historical Data API uses a different auth** — tenant keys (not personal access tokens) are required for historical data APIs. Contact your Calabrio rep for the tenant key.

## Related skills

- `/sales-verint` — Verint Open Platform help (parent company — enterprise CX automation, Da Vinci AI bots)
- `/sales-ccaas-selection` — Compare CCaaS platforms (Genesys, NICE, Talkdesk, Five9, etc.) to find the right contact center
- `/sales-coaching` — Sales coaching, QA, and agent training strategy across platforms
- `/sales-observe-ai` — Observe.AI — layer auto QA on top of any CCaaS
- `/sales-genesys` — Genesys Cloud CX platform help
- `/sales-nice-cxone` — NICE CXone platform help
- `/sales-talkdesk` — Talkdesk platform help
- `/sales-integration` — Connect tools with webhooks, Zapier, APIs
- `/sales-do` — Not sure which skill to use? The router matches any sales objective to the right skill. Install: `npx skills add sales-skills/sales --skill sales-do -a claude-code -y`

## Examples

**User prompt**: "Our Calabrio WFM forecasts are way off — actual call volume is 30% higher than predicted every Monday."
**Skill does**: Walks through forecast algorithm configuration — check historical data weighting, special day handling for Mondays, shrinkage assumptions, and whether recent volume trend data is being ingested correctly.

**User prompt**: "I need to pull schedule data from Calabrio into our data warehouse via API."
**Skill does**: Covers the WFM API — personal access token setup, tenant URL format, read schedule permissions, rate limits (500/min), and the schedule endpoint for bulk export.

**User prompt**: "Calabrio keeps crashing when I try to load the team schedule for our 200-agent department."
**Skill does**: Addresses the known performance issue with large datasets — suggests loading by team instead of full department, reducing date range, clearing browser cache, and checking if the issue is reproducible across browsers.

## Troubleshooting

**Dashboard/schedule takes minutes to load**
Large datasets (200+ agents, multi-week views) cause slow rendering in the cloud version. Reduce the date range to one week, filter to a single team, or load during off-peak hours. If persistent, file a support ticket referencing the specific view and agent count.

**QM evaluations not auto-scoring**
Check that auto-evaluation rules are enabled and scoped to the correct queues/teams. Verify the scorecard form is published (not draft). Ensure the interaction was recorded and the recording is available in the system before the evaluation trigger fires.

**API personal access token returns 401**
The token may have expired or the creating user may have a past leaving date. Generate a new token from a service account. Check that the required permissions (Read/Write forecast, organization, request, schedule) are enabled on the user's role.