Eleveo WFM Release 24.05.29.54

Published: 29 May 2024

Changes and Improvements

Change in the shift swaps – matching queues instead of matching skills – Now, two people who want to swap their shifts need to be assigned to the same queue (instead of having the same skills assigned, as it was before). With this change, the system will make sure that these people will always be able to cover each other work.

New effective role WFM_AGENT_PERSONA – Thanks to this new effective role, creating a custom Agent role with only permissions that align with your contact center rules (for example, allowed or not allowed Absence Requests or Shift Swaps) is possible.

Updated scheduling engine – After this change, the scheduling engine will not plan new shifts on days when people have swapped their shifts. It will prevent employees from receiving new shifts on days that are not convenient for them.

Fixed Issues