Eleveo WFM Release 21.5.6.31

Published: 6 May 2021

New features

Schedule Adherence tool – A Schedule Adherence history reporting tool has been introduced. It allows supervisors to check the agent's adherence to a schedule within a specified date range. It uses reporting data from an external source (for example Cisco Finesse) and compares it with the schedule for the same date range. More details are available on the page: Adherence History.

Schedule Adherence configuration – The new Adherence Settings screen allows mappings of imported ACD Statuses (for example from Cisco Finesse) to schedule activities configured from within Eleveo WFM. Based on these mappings, the Schedule Adherence tool can identify out of adherence events. Read more: Adherence Settings.

Changes and improvements

Updated Data Provider – The Historical Data Provider for UCCX has been updated to import additional adherence data that are used by the Schedule Adherence tool. Follow the guide Historical and Adherence Data Import From UCCE, UCCX to deploy an updated version of Data Provider to be able to use the Schedule Adherence functionality.

Improved filtering feature – A new Filters button has been introduced on several screens (People, Queues, Forecasting Studio, Scheduling Studio). After clicking the button, the Filters pane opens, and filters can be configured and applied from there. This pane replaces the search fields and improves the user experience as a result. More details are available on the page: Using Filters.

New 'Put to Production' button – From now, a schedule can be quickly put to production from the second screen of the schedule creation/modification wizard. Please read more here: Working With Production Schedules.