Release Notes 9.0
Spring, 2023
We are pleased to announce the release of Version 9.0!
New Deployment Model
Version 9.0 is a cloud-only software as a service deployment. Many legacy deployments will not be fully compatible with the new Cloud Architecture. For customers who wish to maintain their on-premise recording solution, Eleveo supports Hybrid deployments. In a hybrid setup, your recorders remain on-premise, but your media records are uploaded to the Eleveo Cloud for playback and review. Contact your local Eleveo representative for more details.
Upgrades from previous versions (6.x, 7.x and 8.x ) are NOT supported. Data migration is partially supported.
For details related to data migration, please speak with an Eleveo representative.
New Features and Improvements
WFM Real-Time Adherence – Real-Time Adherence data helps pinpoint employees that are currently not following the planned schedule. A dedicated module visually indicates (in real-time) if agents are in adherence with their schedule or not. RTA data can be imported from UCCE/X (using CTI Events Importer - in hybrid deployments only) or from Webex Contact Center (thanks to the Webex Contact Center Integration). Additionally, push notifications are used to notify supervisors when agents are out of adherence.
Screen Capture for WebexCC – Eleveo now supports Screen Capture in combination with WebexCC. Capture, store and match screen recordings of an agents' desktop to call recordings captured by Cisco WebexCC.
Changes to the UI
The landing page has changed. Administrator access to the ETL Management UI is accessible from the landing page.
New Release Policy
Version 9.0 is a Feature To Market Version (F2M).
We will continue to provide long-term support for Version 7.x Important dates are listed here.
Please review the Release Policy to familiarize yourself with the changes.
Known Limitations
Dashboard widgets – The dashboard widgets are not fully supported in version 9.0, we are actively working to make them cloud compatible.
Replay Server High Availability – The manual failover option is not available in Version 9 at this time.
Deployment Scenarios – Some deployment scenarios supported by previous versions are not available at the moment.
WFM Early Bird – has been superseded by Workforce Management (WFM) and is now fully integrated with the Eleveo Suite, including User Management.
Genesys Call Recording is supported – However, the Genesys User Importer is not compatible with Eleveo V 9.
Non-Call NPS® Surveys – Non-Call Surveys are not supported at this time.
Speech Tags – Due to changes being implemented with the Speech Recognition system, Speech tags are temporarily not supported.
Deprecated Features and Integrations
The following have been removed from the product and will no longer be supported!
Performance Analytics
Basic Speech Recognition
Advanced Speech Recognition
Voice of the Customer Surveys
Archive Tool
Live Monitor
Additional Notes
Operating System
CentOS 8 Stream
Localization
All supported languages are available with Version 9.0.
Documentation
Admin Guides are not provided for cloud-based deployments. For Version 9.x only user guides will be available on the portal.
“Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.”
"WEBEX®, CISCO, Cisco WebEx, WebexCC, the CISCO logo, and the Cisco WebEx logo are trademarks or registered trademarks of Cisco Systems, Inc. and/or its affiliated entities in the United States and other countries."