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Release notes
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Release Notes
Release Notes ECN-2026.04.01
Release Notes ECN-2025.12.15
Release Notes ECN-2025.11.24
Release Notes ECN-2025.10.16
Release Notes ECN-2025.09.01
Product Versions Support
Release Policy
Supported Platforms
Supported Call Scenarios by Recording Method
Workstation Requirements
Browser Support Policies
Integrations Guide
Cloud Integrations
Cisco Webex Contact Center Integration
Cisco Webex Calling / Webex Calling Customer Assist Integration
MS Teams Integration
Speech Recognition Integration
Speech Generative AI Integration
Quality Management - Guide
Quality Management - User Guide
Eleveo Quality Management User Workflow
Login
User Profile and Password
Navigating Inside the Quality Management
Dashboard
Conversation Explorer
Searching for Conversations in the Conversation Explorer
Viewing Conversations - Details Pane
Interaction Player
Advanced Functionality of the Conversation Explorer
Questionnaires
Adding a New Questionnaire
Scoring Tiers
Exporting, Editing, and Importing Questionnaires in XML Format
Best Practices for Questionnaire Creation
Reviews
Using the Reviews Screen
Creating New Reviews
Using the Review Form
Grading Form
Review Notifications
Plans Manager
Replacement Reasons
Categories
Automated Rules
Trainings
Creating a Training Questionnaire
Planning a Training
Taking a Training
Searching and Exporting Trainings
Speech Recognition
Using Speech Tags and Phrases
Reports
Built-In Quality Management Reports and Their Types
Review Volume Report
Compare Teams Report
Team and Agent Skills Report
Compare Reviewers Report
League Table Report
Standardization of Calibrations and Reporting Procedures
Selecting a Suitable Review for Calibration
Administration
Audit Log
Compliance Setup
Conversation Settings
Data Lifecycle
Preferences
Saved Filters
Speech Tags
Tags
AI Topics Manager
User Profile
User Management - Guide
User Management - User Guide
Getting Started Guide
Login to User Management
Default Users
Navigating Inside the User Management
Switching the Language
Configuring User Profile and Password
Managing Users
Displaying Users
Adding New Users
Editing Users
Changing Passwords for Users
Activating and Deactivating Users
Agents Identification in Conversations
Managing Teams
Displaying Teams
Adding New Teams
Editing Teams
Adding Users to Teams
Assigning Managers to Teams
Managing Roles
User Management Roles
Default Application Roles
Workforce Management Roles
ETL Management Roles
Quality Management Roles
Managing Custom Roles
Using Eleveo Specific Roles
Assigning Roles
Managing Licenses
Workforce Management (WFM) - User Guide
Getting Started
WFM for Beginners
Concept of Studio Environment
Eleveo WFM Workflow
Prerequisites
Accessing the Application
Credentials and First Login
Navigating Inside the Application
Using Filters
Importing Data for WFM
Manual Import of Historical Data
File Format
Verifying Historical Data Import
Automatic Import of Historical, Adherence and Real-Time Data
Custom Import of Historical Data Using API
Custom Import of Adherence Data Using API
Historical and Adherence Data Import From Cisco Webex Contact Center
Historical and Adherence Data Import From Cisco Webex Calling / Webex Calling Customer Assist
Administration Tasks
Managing People
Managing Skills
Managing Shift Templates
Managing Queues
Managing Schedule Elements
Managing Data Import
Forecasting
Working With Draft Forecasts
Adding a New Forecast
Editing a Forecast
Deleting a Forecast
Working With Production Forecasts
Filtering Forecasts
Scheduling
Working With Draft Schedules
Adding a New Schedule
Manual Scheduling
Auto Scheduling
Editing a Schedule
Exporting a Schedule
Deleting a Schedule
Working With Production Schedules
Filtering Schedules
Requests
Schedule Adherence
Real-Time Adherence
Adherence Settings
Adherence History
Intraday Management
Adherence Reports
My Schedule
Using Monthly View
Using Weekly View
Exporting the Calendar
Adding an iCal calendar to Google calendar
Adding an iCal calendar to iOS
Adding an iCal calendar to Microsoft Outlook
Requests - Self Service
Absence Requests
Shift Swaps
WFM FAQ
Eleveo WFM Glossary
Eleveo Support Contact Information
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