Available for release
August, 2026
New Features and Improvements
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UCCE/X metrics have been removed from the Dashboard – Metrics and KPI’s sourced from UCCE / UCCX are no longer supported within WFO analytics / Reports. Other reports/datasources are unaffected.
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Scheduling Reviews Export – The scheduling reviews export functionality has been added, allowing authorized users to export review data from the Reviews screen via scheduled exports.
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Historical Data Export in Workforce Management is supported.
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Deletion of Automated Rules – Any Rule can be deleted at any time by users with the correct permission.
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IMPORTANT – Deleting an Automated Rule removes the rule and all of its evaluation data from Reports and the Conversation Explorer.
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Recording Rules for Microsoft Teams – The Eleveo Recording Bot (ERB) supports granular recording rules for Microsoft Teams calls. Administrators can enable or disable recording independently for each call type and direction.
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Tabs contain names – When multiple tabs are opened, users can more easily navigate between them as they are named correctly.
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Forecast redesign – UI changes in Workforce Management will be apparent, these changes are cosmetic in nature.
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UI changes in ETL – The ETL administrators UI has been updated.
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Improved Data Export via SFTP or S3 – A new UI enables users with the appropriate permissions to enable and configure data exports.
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Screen Capture Configurable Pre and Post Call Recording time frame – The screen capture application allows admins to configure fixed-duration timers that enable screen recording before and after a call.
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Transcription redaction – Redaction of sensitive details is now supported for Speechmatics.
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Reviews ‘Reveal to agent’ behavior has changed – Reviews that are not revealed to the agent are now fully hidden from the agent across all Quality Management screens.
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Edit, Share and Transfer Ownership of Saved Filters in Quality Management – Users with enhanced permissions can view, edit, or transfer ownership of Saved Filters.
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New scheduling engine in Workforce Management – the improved engine offers more settings and greater flexibility for schedule creation.
Due to changes in the WFM scheduling engine it is mandatory that new shift templates and workplans be configured. Please plan for this change.
Additional Notes
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Data lifecycle will be deprecated in an upcoming version. Please plan to use Retention Polices in the near future.
Release Policy
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Eleveo Cloud Native versions are Feature-to-Market Version (F2M).
“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."
"MS Teams © Recording is a registered U.S. trademark of Microsoft."