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Release notes

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Release Notes

Release Notes 10.0
Changelog 10.0.1
Changelog 10.0.2
Changelog 10.0.3

Product Versions Support
Release Policy
License Inputs

Workstation Requirements

Browser Support Policies

Integrations Guide

Cloud Integrations

Amazon Connect Integration
Cisco Webex Contact Center Integration
Cisco Webex Calling / Webex Calling Customer Assist Integration
MS Teams Integration

On-Premise Integrations

Cisco Specific Integrations

Cisco UCCE Integration
Cisco PCCE Integration
Cisco UCCX Integration
Cisco CUCM Integration
Cisco CUBE Integration
Cisco Meeting Server Integration
Cisco Finesse Integration

Genesys Integration
Unify OpenScape Xpert Integration
Additional Media Capture Methods Integration

Speech Recognition Integration
Speech Generative AI Integration
Ports Usage

Technical Support User Guide

Eleveo Support Contact Information

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

Live Monitoring

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

Voice of the Customer

Post-Call Surveys

Customer Surveys
Adding a New Survey Questionnaire
Searching for a Survey Questionnaire
Exporting Surveys

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
Managing Provider Clients
Managing Tenant Settings
Managing Email Settings
Managing Password Policies

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 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

Automatic Pause and Resume - Guide

APR User Guide

Compliance

Security and Eleveo
PCI DSS Compliance
GDPR Compliance
MiFID II Compliance
CCPA Compliance
Pause and Resume

Breadcrumbs

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Product Versions Support

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