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Concept of Studio Environment
Eleveo WFM Workflow
Prerequisites
Accessing the Application
Credentials and First Login
Navigating Inside the Application
User Roles
Using Filters
Importing Historical, Adherence and Real-Time Data
Manual Import of Historical Data
Automatic Import of Historical and Adherence Data
File Format
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 Microsoft Outlook
Adding an iCal calendar to Google calendar
Adding an iCal calendar to iOS
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Displaying Users
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Activating and Deactivating Users
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Displaying Teams
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Eleveo Integrations
Integration With Webex Contact Center
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Configuring Webex Contact Center as Identity Provider
Adding Webex Contact Center Identity Provider
Integration With Cisco UCCE and UCCX
Historical and Adherence Data Import From UCCE, UCCX
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Eleveo WFM API
Custom Import of Users and Groups Using API
Custom Import of Historical Data Using API
Custom Import of Adherence Data Using API
Eleveo WFM Glossary
Release Notes
Eleveo WFM Release 25.11.03.62
Eleveo WFM Release 25.10.23.61
Eleveo WFM Release 25.05.12.60
Eleveo WFM Release 25.03.29.59
Older Release Notes...
Release Notes 2024
Eleveo WFM Release 24.10.09.58
Eleveo WFM Release 24.07.11.56
Eleveo WFM Release 24.06.12.55
Eleveo WFM Release 24.05.31.54.1
Eleveo WFM Release 24.05.29.54
Eleveo WFM Release 24.04.15.53.1
Eleveo WFM Release 24.04.08.53
Eleveo WFM Release 24.02.28.52
Eleveo WFM Release 24.02.01.51
Eleveo WFM Release 24.01.18.50
Eleveo WFM Release 24.09.25.57
Release Notes 2023
Eleveo WFM Release 23.12.19.49
Eleveo WFM Release 23.10.12.48
Eleveo WFM Release 23.10.03.47
Eleveo WFM Release 23.08.14.46
Eleveo WFM Release 23.04.03.45
Eleveo WFM Release 23.02.08.44.1
Release Notes 2022
Eleveo WFM Release 22.12.20.44
Eleveo WFM Release 22.12.1.43
Eleveo WFM Release 22.11.22.42
Eleveo WFM Release 22.8.3.41
Eleveo WFM Release 22.6.30.40.1
Eleveo WFM Release 22.4.25.39
Eleveo WFM Release 22.4.6.38
Eleveo WFM Release 22.2.10.37
Eleveo WFM Release 22.1.11.36
Release Notes 2021
Eleveo WFM Release 21.12.15.35
Eleveo WFM Release 21.11.23.34.3
Eleveo WFM Release 21.10.27.34.2
Eleveo WFM Release 21.9.9.34.1
Eleveo WFM Release 21.8.30.34
Eleveo WFM Release 21.8.3.33
Eleveo WFM Release 21.6.29.32.2
Eleveo WFM Release 21.6.1.32.1
Eleveo WFM Release 21.5.19.32
Eleveo WFM Release 21.5.6.31
Eleveo WFM Release 21.4.14.30
Eleveo WFM Release 21.3.10.29
Eleveo WFM Release 21.2.10.27
Eleveo WFM Release 21.2.1.26.1
Eleveo WFM Release 21.1.27.26
Eleveo WFM Release 21.1.14.25.1
Eleveo WFM Release 21.1.13.25
Eleveo WFM Release 21.1.5.24.1
Release Notes 2020
Eleveo WFM Release 20.7.7.14
Eleveo WFM Release 20.6.17.13
Eleveo WFM Release 20.1.15.3
Eleveo WFM Release 20.1.29.4
Eleveo WFM Release 20.2.12.5
Eleveo WFM Release 20.2.26.6
Eleveo WFM Release 20.3.5.6.1
Eleveo WFM Release 20.3.11.7
Eleveo WFM Release 20.3.25.8
Eleveo WFM Release 20.4.22.9
Eleveo WFM Release 20.5.14.10
Eleveo WFM Release 20.6.3.12
Eleveo WFM Release 20.5.20.11
Eleveo WFM Release 20.7.29.16
Eleveo WFM Release 20.8.12.17
Eleveo WFM Release 20.8.26.18
Eleveo WFM Release 20.9.9.19
Eleveo WFM Release 20.9.23.20
Eleveo WFM Release 20.10.7.21
Eleveo WFM Release 20.12.9.24
Release Notes 2019
Eleveo WFM Release 2019-12-11
Eleveo WFM Release 2019-10-29
Eleveo WFM Release 2019-10-02
Eleveo WFM Release 2019-09-23
10.1
Release Notes
Release Notes 10.0
Changelog 10.0.1
Changelog 10.0.2
Changelog 10.0.3
Release Notes 10.1
Product Versions Support
License Inputs
Release Policy
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
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 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
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
Looking for technical guides or previous versions? Click here to log in.
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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
Release Notes 10.1
Product Versions Support
License Inputs
Release Policy
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
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 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
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
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