Release Notes 9.3

December, 2023

We are pleased to announce the release of Version 9.3!

New Deployment Model

Version 9.3 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.

Upgrading?

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.

Upgrades from V 9.x to V 9.3.0 are supported.

New Features and Improvements

Quality Management UI enhancements – We are modernizing the look and feel of the UI. As we roll out the changes you will find the look of some screens and elements change. These changes do not affect feature functionality.
Speech Recognition Enhancements – Additional functionality has been deployed in this version. Take advantage of automated language identification or transcription tuning in this version.
Search by Emotion – Quickly find conversations in the Conversation Explorer based on the emotion of the agent, the customer or both.
WFM support for Absence Requests – Individuals can make requests for vacation from within Eleveo WFM. Managers can view all requests and approve or reject them from a single screen.
Organizational Hierarchy in WFM – Supervisors and managers can manage only agents that they supervise. This can be configured. Please refer to the documentation: Editing Users

Release Policy

Version 9.3 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. 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WFM Early Bird – has been superseded by Workforce Management (WFM) and is now fully integrated with the Eleveo Suite, including User Management.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.
Cluster Monitoring – There is no Cluster Monitoring in version 9.2 as there is no connectivity between Recorders and the Eleveo Instance in Hybrid installations.

Deprecated Features and Integrations

The following have been removed from the product and will no longer be supported!

Speech Recognition – The legacy Speech Recognition Core and Advanced Speech Recognition have been replaced in version 9 by a new speech engine. Speech tags and transcription services are supported in this version.

Additional Notes

Operating System

Rocky Linux

Localization

All supported languages are available with Version 9.3.

Documentation

Major changes to how documentation is accessed are being rolled out. We are modernizing the look and feel of our documentation. Please be patient as we roll out these changes.
Admin Guides and User guides are now available via dedicated websites.
- User guides are accessible via help.eleveo.com as before.
- Administrative guides are available for all users logged into the Eleveo portal.
The Segment Service has been renamed to Interaction Service. All changes are backward compatible.
The Integrations Guide contains more information relevant to administrators who wish to deploy integrations.
Spanish language User Guides are available for this version.

“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."