Release Notes 9.2

October, 2023

We are pleased to announce the release of Version 9.2!

New Deployment Model

Version 9 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 9.2.0 are supported.

New Features and Improvements

Full-text search – Enhancements to Speech Recognition enable users to search for words or phrases in transcribed recordings from within the Conversation Explorer.
Speech Tags – Speech Tags have been reintroduced in V 9.2. Functionality for users is very similar to previous versions. One thing to note is that speech tags and phrases must be configured before calls are processed by the speech recognition engine in order for Speech Tags to be identified. Re-scan functionality is not currently implemented.
Automated Quality Management enhancements – Eleveo Automated Rules have been enhanced. A wider variety of attributes are now supported. Create rules that assess conversations based on Agent, Customer, or Conversation-specific attributes.
WFM Intraday Management – Introduced in V 9.1.1 Intraday management monitors the current day's volumes and trends. Having this data available and comparing it to the original forecast enables the schedule to be updated based on actual volumes and calculated trends.

New Release Policy

Version 9.2 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WFM Early Bird – has been superseded by Workforce Management (WFM) and is now fully integrated with the Eleveo Suite, including User Management.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

CentOS 8 Stream

Localization

All supported languages are available with Version 9.2.

Documentation

Admin Guides are not provided for cloud-based deployments. User guides will be available on the 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 being prepared 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., NICE 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."