Eleveo WFM Release 23.04.03.45

Published: 3 April 2023

New Features

Real-Time Adherence – This functionality allows supervisors to display real-time information about people's adherence to a schedule. A dedicated module visually indicates (in real time) whether agents adhere to their schedules or not. RTA data can be imported from UCCE/X (using CTI Events Importer) or from Webex Contact Center (thanks to the Webex Contact Center Integration).

RTA Notifications – These push notifications are used to notify supervisors when agents are out of adherence.

Webex Contact Center Integration – Configured from within the ETL Management application, this integration supports the regular (automatic) import of users and groups into User Management, and the import of historical and adherence data into Workforce Management, as well as streaming of real-time adherence data consumed by the Real-Time Adherence feature.

Import of CTI Events – The CTI Events Importer allows for the import of Agent State events from Cisco CTI servers, in real-time, into Eleveo. The events can then be consumed by the Real-Time Adherence feature.

Changes and Improvements

Minor changes in User Management – This release contains an upgraded User Management application.

Fixed Issues