[{"id":"ci_809d46f3a7b4c128909a69e7a78d97d7983c796c446decd4da7bee3368e05708","title":"Release Notes","path":"/qms/9.5/user/release-notes","children":[{"id":"ci_0982f0f3a8489a716e59351bc5513f43da4f9e45f64cd75a63d9a0d1b0123bf8","title":"Release Notes 9.0","path":"/qms/9.5/user/release-notes-9-0","children":[]},{"id":"ci_8cc8a8da85c1a87f8f0551a7198e7b75e54cc59652f2e738a3c9789c75658c1b","title":"Release Notes 9.1","path":"/qms/9.5/user/release-notes-9-1","children":[{"id":"ci_2dc93bd5f4a617a2ffee04a17b633bcf7edb3138b1c5043ff4ab3c87c217f14f","title":"Changelog 9.1.1","path":"/qms/9.5/user/changelog-9-1-1","children":[]}]},{"id":"ci_17148058540e19c197e6ccdff326c175e73530a6f09d09486c56719125e89767","title":"Release Notes 9.2","path":"/qms/9.5/user/release-notes-9-2","children":[]},{"id":"ci_ea2ea34e0134591091b8c3a6f01d05441fce51afbf733048db9cd2b3cbe1ee78","title":"Release Notes 9.3","path":"/qms/9.5/user/release-notes-9-3","children":[]},{"id":"ci_e15afda36869db1c26e54190c4faa7080990a1b1b682560d799682fa00dfd5d2","title":"Release Notes 9.4","path":"/qms/9.5/user/release-notes-9-4","children":[]},{"id":"ci_5a182f1bf496a9f2e5e46de338b1b850f65b8f1eef7ade2485102eee123ef954","title":"Release Notes 9.5","path":"/qms/9.5/user/release-notes-9-5","children":[{"id":"ci_d77f88bc82b4fc15b8c17ab6e8fbb69c506e3faaf95f2146ec9fd5cfb0ce69ea","title":"Changelog 9.5.1","path":"/qms/9.5/user/changelog-9-5-1","children":[]}]}]},{"id":"ci_88bfd76db4054fca2b8f6e2a0fa56e7901de70e942cb1423b49ef50a98851c62","title":"Product Versions Support","path":"/qms/9.5/user/product-versions-support","children":[]},{"id":"ci_ad10fb8204987586f7d8d19e7e56ff73a4041b4f7db514b267041e6ff37c3677","title":"Release Policy","path":"/qms/9.5/user/release-policy","children":[]},{"id":"ci_a300702eda68f344b82b363a84b5816e088077de1442bfbdb05aff074bf3b854","title":"License Inputs","path":"/qms/9.5/user/license-inputs","children":[]},{"id":"ci_d5066335bccf879206d757641281548de1074e5cb7ffb0db722a157526537842","title":"Workstation Requirements","path":"/qms/9.5/user/workstation-requirements","children":[{"id":"ci_21580a969cd797dc7c62d77b04c667d3044c3837f2015c1cc67b7c24804236b4","title":"Browser Support Policies","path":"/qms/9.5/user/browser-support-policies","children":[]}]},{"id":"ci_a7a677c25fdf0ccdbaa90c27cab37ce61f99e3fa17f5a6350fd7003e46dfc17f","title":"Integrations Guide","path":"/qms/9.5/user/integrations-guide","children":[{"id":"ci_ac3d445eff63832f58f6e5e2ab0c2937c8192c78ffacd1bb2d1150acc3eff82d","title":"Cloud Integrations","path":"/qms/9.5/user/cloud-integrations","children":[{"id":"ci_0d2333162ea76acddf80aab3ac43d47ea6ee9fd2cb5e34c23a786c33cf7fec59","title":"Amazon Connect Integration","path":"/qms/9.5/user/amazon-connect-integration","children":[]},{"id":"ci_4ffaf099d98fa332e3abda3e5c6cb5423c721c53f9a950f23d2f7be591faf4aa","title":"Cisco Webex Contact Center Integration","path":"/qms/9.5/user/cisco-webex-contact-center-integration","children":[]},{"id":"ci_afef166eec5272e8578afc8fb4723825c14909e76bc247baa5afaac63b1be24f","title":"Cisco Webex Calling Integration","path":"/qms/9.5/user/cisco-webex-calling-integration","children":[]},{"id":"ci_a3db35d418d5a682154daaf04a79d1518a3d2a503185b564c2dae8df472f7013","title":"MS Teams Integration","path":"/qms/9.5/user/ms-teams-integration","children":[]},{"id":"ci_3670ab98bc644babc72928d77926cbffd57ac15686c1a677df3d1349ad3e5cdb","title":"Zoom Contact Center Integration","path":"/qms/9.5/user/zoom-contact-center-integration","children":[]},{"id":"ci_9a7b0359cabfe3221484d67c994d082a137ad5313f1bd177fe364284689f4012","title":"Speech Generative AI Integration","path":"/qms/9.5/user/speech-generative-ai-integration","children":[]}]},{"id":"ci_ae36c073d0e13af6ef4bd069407bc87a245c477d4257c8a346a385fefd601694","title":"On-Premise Integrations","path":"/qms/9.5/user/on-premise-integrations","children":[{"id":"ci_b6be82423a0f5da6f780894c3d7841e49700c3c04edc3059f3e1bf3f81d1a424","title":"Cisco Specific Integrations","path":"/qms/9.5/user/cisco-call-recording-architecture","children":[{"id":"ci_a499438173f9ff77b0248d73d3ac45efa6262e84ade5ba9674b2f4ba5ca51bfa","title":"Cisco UCCE Integration","path":"/qms/9.5/user/cisco-ucce-integration","children":[]},{"id":"ci_a8810b0f3f5dc7900ff090003af49cf860341e528c7ee3795a4f0558c62224d5","title":"Cisco UCCX Integration","path":"/qms/9.5/user/cisco-uccx-integration","children":[]},{"id":"ci_f56b72d4c04ee1cc3ca1dc25666e131499f3632781f29f595cca8cb80d0a6458","title":"Cisco CUCM Integration","path":"/qms/9.5/user/cisco-ucm-integration","children":[]},{"id":"ci_1ede4b06cee83e0cad34e3686fcc26509d41b174fc7460dec1c678cd098ac631","title":"Cisco CUBE Integration","path":"/qms/9.5/user/cisco-cube-integration","children":[]},{"id":"ci_ebff28a63aa27b86e148de5ebb776c81c64869632e5d8f3b5c4f658a81cf8935","title":"Cisco Meeting Server Integration","path":"/qms/9.5/user/cisco-meeting-server-integration","children":[]},{"id":"ci_0d131b5cb477c8ec9b5744ab811356a071eb15b89a9eab3fac1bfd048a9a5d44","title":"Cisco Finesse Integration","path":"/qms/9.5/user/cisco-finesse-integration","children":[]}]},{"id":"ci_5ac0f9f43f8dfc7b4f5fabc13effb334abe33ceeb1b96f48319e6d65cc19b605","title":"Genesys Integration","path":"/qms/9.5/user/genesys-integration","children":[]},{"id":"ci_5039860f2219cbdb0786b7085da6ac496dac656527bc630e41da0cb9fabbbcb3","title":"Unify OpenScape Xpert Integration","path":"/qms/9.5/user/unify-openscape-xpert-integration","children":[]},{"id":"ci_63a633ee85f9326600e3ee0efdbc61a888b801a051aa095600d1e428048b5d78","title":"Additional Media Capture Methods Integration","path":"/qms/9.5/user/additional-media-capture-methods","children":[]}]}]},{"id":"ci_9429f98f220a346e2f75d277e6655fc2bbe6d45186bbdfcc44cee38037e5ad23","title":"Technical Support User Guide","path":"/qms/9.5/user/technical-support-user-guide","children":[]},{"id":"ci_d884ed21e49abaa58eb8ae522fbfa3c9930731976595a74dbb2cea7116b68d87","title":"Quality Management - Guide","path":"/qms/9.5/user/quality-management-guide","children":[{"id":"ci_21613102559a953950cfd4405215ff55708b753f065c655189991511dffbbe17","title":"Quality Management - User Guide","path":"/qms/9.5/user/quality-management-user-guide","children":[{"id":"ci_e895cb91e3626d5d0da75df1d75e61be5901a2ac84b35a8e4c7ab266834c7b79","title":"Eleveo Quality Management User Workflow","path":"/qms/9.5/user/eleveo-quality-management-user-workflow","children":[]},{"id":"ci_c1593bb2b9cab8f3e41129f96cce49afea7d2edb8dcc60769a082f631fe38088","title":"Login","path":"/qms/9.5/user/login","children":[]},{"id":"ci_1b8bebf9b97cfcca0c1194f5b4d2575a74ea983b1a3efe6578d09b901fd5b924","title":"User Profile and Password","path":"/qms/9.5/user/user-profile-and-password","children":[]},{"id":"ci_007e243207f419a38babf60d369edabc6e9ee988019f450e7e6566a9e47679fe","title":"Navigating Inside the Quality Management","path":"/qms/9.5/user/navigating-inside-the-quality-management","children":[]},{"id":"ci_fc58a76f5ca23fa9f38e47840b2bc7d4a9b75f76a1da7d2acaa76f449346e892","title":"Dashboard","path":"/qms/9.5/user/dashboard","children":[]},{"id":"ci_7d1dc4c7fd2ec86610db424457ce85340e1977108cc3460c4dd088c5431a0739","title":"Conversation Explorer","path":"/qms/9.5/user/conversation-explorer","children":[{"id":"ci_fe47d756e5083de4aab7ba02c2020073a2025698f71f923d9536638e512e0426","title":"Interaction Player","path":"/qms/9.5/user/interaction-player","children":[]}]},{"id":"ci_8f452f6407980eee75eb886a1da7fcd44003f3af88857d426662d1b19bd456b0","title":"Live Monitoring","path":"/qms/9.5/user/live-monitoring","children":[]},{"id":"ci_61b2f5b1fca26032a1b551b2ff48e533a3b952c7cba9b5f6795dbfac4d1cefa2","title":"Reviews","path":"/qms/9.5/user/reviews","children":[{"id":"ci_190e9c60d94a86214f1a9e138061ef444da5d4ab8d0f1507a58187d311a1efb7","title":"Creating New Reviews","path":"/qms/9.5/user/creating-new-reviews","children":[]},{"id":"ci_f708ee3d1e99259c348242dde289ac3f39139653f8299a38fe9d6c5114aa425f","title":"Using the Reviews Screen","path":"/qms/9.5/user/using-the-reviews-screen","children":[]},{"id":"ci_ac839fe93787f699365b644b5c224325ff0ea42164fc71907318fe15ef30fb1b","title":"Review Notifications","path":"/qms/9.5/user/review-notifications","children":[]},{"id":"ci_0f5e55117b48646574c84fc9e775d436f1ec059135f26fd597b099fa75d227bd","title":"Adding Specific Conversations for Review","path":"/qms/9.5/user/adding-specific-conversations-for-review","children":[]},{"id":"ci_ca96feecdc73de4476b197c6fc2326910b1dd3bb5ce21319ccae110770f8299d","title":"Add Random Conversations for Review","path":"/qms/9.5/user/add-random-conversations-for-review","children":[]},{"id":"ci_f853b7f812e3719e59a1db2a1f9b0b1838201fd8f00c2e90c4e91b7a68b146a3","title":"Conversation Review - Grading Form","path":"/qms/9.5/user/conversation-review-grading-form","children":[]},{"id":"ci_7b9b7a9e716f834ed8103e1ac4abfb2222316e04115eb3ed931b3875a8fbec29","title":"Completing a Review","path":"/qms/9.5/user/completing-a-review","children":[]},{"id":"ci_1eb19049812c4c9eb32c325efc14442c298d0922bde70915d65a3dc35cdaa224","title":"Deleting Reviews","path":"/qms/9.5/user/deleting-reviews","children":[]},{"id":"ci_13c0ac4c13e33156fd2d7eca494ed7659155ac599b32ffbd41679c8969b6f745","title":"Reopening a Review","path":"/qms/9.5/user/reopening-a-review","children":[]},{"id":"ci_d45cdbffe364a9ada1f2cb8572d167ae56c2bebe2f3139a4bb6d473cda530e14","title":"Using the Review Report","path":"/qms/9.5/user/using-the-review-report","children":[{"id":"ci_7274e6d2274ef7d19b693c9d01b3191a96be6e0dff0ea76aa1d7f02edc67ffea","title":"Linking to a Read-Only Grading Form","path":"/qms/9.5/user/linking-to-a-read-only-grading-form","children":[]}]},{"id":"ci_0d887468e7993957f64fa6a0c1de1005fa3b7a396cacde6c9ba37255dadbeac3","title":"Using the Review Form","path":"/qms/9.5/user/using-the-review-form","children":[]},{"id":"ci_fbdd7dfbfc32afd87186a4a446cdf436c6e08dce750b470cbdd23075fa678fad","title":"Replacing Conversation in the Review","path":"/qms/9.5/user/replacing-conversation-in-the-review","children":[]},{"id":"ci_e2c2e7b94e303b57e24cabf62997e1db915d84a00f67feda712744834546dc7c","title":"Review Scheduler","path":"/qms/9.5/user/review-scheduler","children":[]}]},{"id":"ci_348462fadcee8f2796e72873944fec6cb112ada983e50ed1fad444910809003b","title":"Questionnaires","path":"/qms/9.5/user/questionnaires","children":[{"id":"ci_abb8116ac1a3819221af1de9deab01ba61a81deea5a6b2a9d06912062ab9ef12","title":"Adding a New Questionnaire","path":"/qms/9.5/user/adding-a-new-questionnaire","children":[]},{"id":"ci_8413661207413d5a8f58468aef866fb58de734db20ae3c9a3365805f1e1e3ee4","title":"Understanding Error Messages","path":"/qms/9.5/user/understanding-error-messages","children":[]},{"id":"ci_eaa9312586fbd1416e9f1ee2cf9e1d8b491120343a7a75947c0ea3e960d588a8","title":"Setting Questionnaire Properties","path":"/qms/9.5/user/setting-questionnaire-properties","children":[]},{"id":"ci_01b376a6c61b1b049b067ce490bba1fddd965c4669a54ce5b042054cefd2d4e8","title":"Specifying Access Permission","path":"/qms/9.5/user/specifying-access-permission","children":[]},{"id":"ci_3195240afdbfa866cd26e583fad5775381997488b4beed087128d9a56c519581","title":"Saving and Editing a Questionnaire Copy","path":"/qms/9.5/user/saving-and-editing-a-questionnaire-copy","children":[]},{"id":"ci_a991151e6539da255a3c2105004a477ecbc782353e50ce8be5510cfc5b1f4482","title":"Scoring Tiers","path":"/qms/9.5/user/scoring-tiers","children":[]},{"id":"ci_199a89e9b602fb2011a2143e9837de0b17d88ebb246f4219f92aa5f60dc49eae","title":"Exporting, Editing, and Importing Questionnaires","path":"/qms/9.5/user/exporting-editing-and-importing-questionnaires","children":[]},{"id":"ci_3818b09067c3c6b2e9c63932172cb73fe5ca58113857be1d52018869012f414e","title":"Adding and Editing Question Sections, Questions, and Answers","path":"/qms/9.5/user/adding-and-editing-question-sections-questions-and","children":[]}]},{"id":"ci_b30ba1b56d62b3d976d55e60d56bb2e7137c48d17d1f22d6b3feccfe2d30fab2","title":"Automated Rules","path":"/qms/9.5/user/automated-rules","children":[]},{"id":"ci_ba2f13a31ab26cc8d54a3319e51f8f114b40b5dbcbf63c6b178cb802b1382281","title":"Voice of the Employee","path":"/qms/9.5/user/voice-of-the-employee","children":[]},{"id":"ci_be064c61393e28b0602bfadc5395e54607b67af0923bfa70439408bca1aa6cfe","title":"Voice of the Customer","path":"/qms/9.5/user/voice-of-the-customer","children":[{"id":"ci_34cb20f6a687f381db88e27fd849d3590f8854334075069b6ebd578d27fd13df","title":"Post-Call Surveys","path":"/qms/9.5/user/post-call-surveys","children":[{"id":"ci_5c01fa9f1912cfd0a43e68cec2a2be6b35cf1bff5ad988305c490032d8a09930","title":"Adding a New Survey","path":"/qms/9.5/user/adding-a-new-survey","children":[]},{"id":"ci_7276d9d5bb2b7797f8a204fadc0c9bd5c5d9a75cfdc0363044cc6482efb48228","title":"Adding Survey Questions","path":"/qms/9.5/user/adding-survey-questions","children":[]},{"id":"ci_c4f2d7e9be8b7d538b13aa5390160c880fd3eb3d1dc9bcf877d9d55afd0d7499","title":"Adding Answers to a Question in a Questionnaire","path":"/qms/9.5/user/adding-answers-to-a-question-in-a-questionnaire","children":[]},{"id":"ci_c4a7a672dfc3c221fd6ddffa5c71ea822a2ccd980db56ff676af76b454968031","title":"Replaying Voice Prompt Files","path":"/qms/9.5/user/replaying-voice-prompt-files","children":[]},{"id":"ci_862f01bdfb81e1fc9ff1cd28fba1fbf5ce01215082380460ed67e6e572b7470e","title":"Searching for a Survey","path":"/qms/9.5/user/searching-for-a-survey","children":[]},{"id":"ci_b974d448c71814eb9ff105a8dfd5f9c3191a02852dd3d39457c30cc5cf7de9d3","title":"Survey Results","path":"/qms/9.5/user/survey-results","children":[]},{"id":"ci_c8e07fbc51a945fbec63c2999d3d1e3229ebb9e8984fff7721b68d0722183de4","title":"Viewing Completed Surveys","path":"/qms/9.5/user/viewing-completed-surveys","children":[]}]}]},{"id":"ci_df4de12ab5c39bf59389e60131fcbbc0c299363a1abf9382532f4004ec7c25a7","title":"Training / eLearning","path":"/qms/9.5/user/training-elearning","children":[{"id":"ci_0f71ebf605ba1ed08ead65ba59e284e680650ef97574d8d759581d9ef11feaba","title":"Creating a Quiz","path":"/qms/9.5/user/creating-a-quiz","children":[]},{"id":"ci_40fe5343fd3247329a3fb091c1a48ab6b9851090fa338e641923fdadac1f2c2f","title":"Planning Training","path":"/qms/9.5/user/planning-training","children":[]},{"id":"ci_827cf23a716e9cd66fd191d65c1f158bb392264466308ebcd44c3442b52a591f","title":"Taking a Training Quiz","path":"/qms/9.5/user/taking-a-training-quiz","children":[]},{"id":"ci_da96d7af991e52408266a3487061f8704b5cd0dd1058f7862604c89673b994d5","title":"Searching for a Training","path":"/qms/9.5/user/searching-for-a-training","children":[]}]},{"id":"ci_e0c06bbf68a8e9838d63735ee45f1e81dc68c8a995c406ea5fc563b3dc38e52e","title":"Speech Recognition","path":"/qms/9.5/user/speech-recognition","children":[{"id":"ci_abdaaa4e029065c73f4fea035caf24866ea50dcc9ac39bd563cc3f167c06ad19","title":"Using Speech Tags and Phrases","path":"/qms/9.5/user/using-speech-tags-and-phrases","children":[]},{"id":"ci_fab320347a466b27a6a89457c666715a36be727df7b2ca99d92a180a6baa7da0","title":"Configuring Confidence Intervals in Speech Recognition","path":"/qms/9.5/user/configuring-confidence-intervals-in-speech-recogni","children":[]}]},{"id":"ci_753118ad1a59e7e69d9f67bfb9afc8f5f2643b76d81211addac37b9ffe361a1c","title":"Reports","path":"/qms/9.5/user/reports","children":[{"id":"ci_3d377347c9cdb63e52a79ef144dad659ee5a577d03b187e671699f4f6d8049a2","title":"Built-In Quality Management Reports and Their Types","path":"/qms/9.5/user/built-in-quality-management-reports-and-their-type","children":[{"id":"ci_1711e724285bd60b4290e144c9fabe4e8e044ff68d807b65603b8721fd87fd04","title":"Review Volume Report","path":"/qms/9.5/user/review-volume-report","children":[]},{"id":"ci_fa73d97e5bd52a3d54ad865eabc04d7c1e645ea7117311c3ada4057a81655af5","title":"Compare Teams Report","path":"/qms/9.5/user/compare-teams-report","children":[]},{"id":"ci_8a05586965c87e31479cfaddb55f72f44590bd0dddf9932b27103164c619c6ae","title":"Team and Agent Skills Report","path":"/qms/9.5/user/team-and-agent-skills-report","children":[]},{"id":"ci_afcf0c2ab764d1d1436c8a75d909189b3e534449e00585b6de9f11134c74478e","title":"Compare Reviewers Report","path":"/qms/9.5/user/compare-reviewers-report","children":[]},{"id":"ci_55bd097f7fccf1fcd53383ee3b70a64622fc596e10ae0deaa50379f8b3d15cf6","title":"League Table Report","path":"/qms/9.5/user/league-table-report","children":[]}]},{"id":"ci_2d082d79064a841433a987767a60e06a9a5bc512b6dbd2a77ddffcc866429993","title":"Standardization of Calibrations and Reporting Procedures","path":"/qms/9.5/user/standardization-of-calibrations-and-reporting-proc","children":[{"id":"ci_9c4b6d5a4ece1dcb4fe91667459ad978ce07d89ff01b1b1aa7894f3fe543ecf8","title":"Selecting a Suitable Review for Calibration","path":"/qms/9.5/user/selecting-a-suitable-review-for-calibration","children":[]}]}]},{"id":"ci_0ea3cdfc8437cb4b058fd83a0e99308d5eeeb32b8d861786cef5d0e0453bee80","title":"Administration","path":"/qms/9.5/user/administration","children":[{"id":"ci_cd821bea49898545ad9e94f54cff37dcda0fd89c6ccd6298af62a8809333da74","title":"Compliance Setup","path":"/qms/9.5/user/compliance-setup","children":[]},{"id":"ci_dfed4a4f7c7e90cfa4a4e16b5a24130f0ff98133691e4a21261d769faab9ef8d","title":"Data Lifecycle","path":"/qms/9.5/user/data-lifecycle","children":[]},{"id":"ci_3a7d2336fad947af473735bde8ee149cc897c206ac89f95ef11d1534f4b9ca22","title":"Categories","path":"/qms/9.5/user/categories","children":[]},{"id":"ci_8e2f33c397ddb6fa18b4f1d3441b9a3b57e51bae4bfeb18b9a3b8cbb242f2dc2","title":"Wrap Ups","path":"/qms/9.5/user/wrap-ups","children":[]},{"id":"ci_cc49d869296355746e95c9435968185cfea6a24c476b21c3054139d0ff19eb2b","title":"Conversation Types","path":"/qms/9.5/user/conversation-types","children":[]},{"id":"ci_a05c9bc39033379f1cd8f84accb4fa6ccc39a0a9cfb89ff9e97ed2adbe7ef952","title":"Audit Log","path":"/qms/9.5/user/audit-log","children":[]},{"id":"ci_15bfa1210db498c36df72ae573ebe47849a9d70483179c018c096ffcbf456653","title":"Saved Filters","path":"/qms/9.5/user/saved-filters","children":[]},{"id":"ci_d3189017266c2bd11994703d6139fe03999616f96a351152f928c66512b6ad8d","title":"Tags","path":"/qms/9.5/user/tags","children":[]},{"id":"ci_db69b2744feb81a96762838842b3fb6d58b1f9deb73b6b19df1ea25ccd810b44","title":"Preferences","path":"/qms/9.5/user/preferences","children":[]},{"id":"ci_3653b36c1faa5f84d0f237563e090e3b9b10dcf89eb2e957fb4aefb3cfad1535","title":"Conversation Settings","path":"/qms/9.5/user/conversation-settings","children":[]}]},{"id":"ci_7d50e954afd9a6c52cd03a93becd4f039f67b6d3280cc0bc2c16ba1ce3b6d874","title":"User Preferences","path":"/qms/9.5/user/user-preferences","children":[]},{"id":"ci_64908fb4fa34eb90fbfaeb5d672a6238065d702fc2870967a91dbf3444c798b2","title":"Data Export","path":"/qms/9.5/user/data-export","children":[]}]}]},{"id":"ci_e9256a3a07a46a8e3bf77b272b0bd20d6210fac0b77e6380a9ded7b881f54621","title":"User Management - Guide","path":"/qms/9.5/user/user-management-guide","children":[{"id":"ci_b4f96935251ff861393def07912a00c3a25debf0b8a73c2970b527178583f391","title":"User Management - User Guide","path":"/qms/9.5/user/user-management-user-guide","children":[{"id":"ci_f267acf1283ff62c9ea46465eac1979911f4db99e8645f6ded05b97560f7e7e8","title":"Getting Started Guide","path":"/qms/9.5/user/getting-started-guide","children":[{"id":"ci_3f873408970c50b88a22eb56a8622cdae3e3558fdd8b3fb2799d01141caf9cf8","title":"Login to User Management","path":"/qms/9.5/user/login-to-user-management","children":[]},{"id":"ci_3f0614ecf8f8c284b796a221a0b35b37b0d97f9b2e4762e2a2ee0c9403479a7e","title":"Default Users","path":"/qms/9.5/user/default-users","children":[]},{"id":"ci_799062d9dd5ea073574520820c3833434802bacf7a61ee62b6267ae28e83a269","title":"Navigating Inside the User Management","path":"/qms/9.5/user/navigating-inside-the-user-management","children":[]},{"id":"ci_0f31f0633d4076a690dbd7ffb761bb8c6dae1f02c97f3f679213b43bd5047e94","title":"Switching the Language","path":"/qms/9.5/user/switching-the-language","children":[]}]},{"id":"ci_42c417eabe14499281b12fa383ce9592a006a89923219f2136550509137e0370","title":"Configuring User Profile and Password","path":"/qms/9.5/user/configuring-user-profile-and-password","children":[]},{"id":"ci_4dfc613a5dee18072f9d9864131b680fe8c3f707b862f42042f09d0fca94afc4","title":"Managing Realm Settings","path":"/qms/9.5/user/managing-realm-settings","children":[]},{"id":"ci_af753310540563cff6d9a4a35b674394e3c7da9385600811ac5a416941aad553","title":"Managing Password Policies","path":"/qms/9.5/user/managing-password-policies","children":[]},{"id":"ci_b605dea8e55031befc6b1ddf0c82d935feeccbdc016262bda22bc881d7dec491","title":"Managing Licenses","path":"/qms/9.5/user/managing-licenses","children":[]},{"id":"ci_9ab1fa31bec1e994e88debef378417f6dc404715d919eb97f8eb3d6fc2358138","title":"Managing Roles","path":"/qms/9.5/user/managing-roles","children":[{"id":"ci_4f93020816341385a3185e91f181e6d0c88f135827b29a5505e5e1a814457221","title":"User Management Roles","path":"/qms/9.5/user/user-management-roles","children":[]},{"id":"ci_407a93d4a68054ee8515b5d23ab4af28157a15205b0d7f491a29333a092bb826","title":"Default Application Roles","path":"/qms/9.5/user/default-application-roles","children":[{"id":"ci_74a46897a3d9334d3501f738f66ce7fa00c18b742a753d5c77545fecfd406bcc","title":"Workforce Management Roles","path":"/qms/9.5/user/workforce-management-roles","children":[]},{"id":"ci_b534c6062775afa4d11a649a6d70d4ca1f35c765ba6e13d8c1292aad5ed538c7","title":"ETL Management Roles","path":"/qms/9.5/user/etl-management-roles","children":[]},{"id":"ci_9a41c6434e8fc8b46d3ee6b0fe98b4c1d4cb4091170b85d36c6b10f2bb2233dc","title":"Quality Management Roles","path":"/qms/9.5/user/quality-management-roles","children":[]}]},{"id":"ci_0b41b97e4a84ebc99f1e3e22bb8529af79bebb96230d008ae216d7c9ec226b57","title":"Managing Custom Roles","path":"/qms/9.5/user/managing-custom-roles","children":[]},{"id":"ci_be4a46d0d02239964231b1572419aa81fa84c688709d6a17f3790e719e8efc66","title":"Using Eleveo Specific Roles","path":"/qms/9.5/user/using-eleveo-specific-roles","children":[]},{"id":"ci_34fa711150d5bc813eec555894f0d827f59e199a4dfd59cf407657474ef84b88","title":"Assigning Roles","path":"/qms/9.5/user/assigning-roles","children":[]}]},{"id":"ci_3b6852d2a02e2eb43c49c6dbd22081395063be2aa3e0aeb8a975694a81bf8d58","title":"Managing Users","path":"/qms/9.5/user/managing-users","children":[{"id":"ci_cf04453428b7dcc316368c177b45e72c3ed3b12686cbb3336f525ec98a05ad90","title":"Displaying Users","path":"/qms/9.5/user/displaying-users","children":[]},{"id":"ci_3214ae637cd3a66efa4e6e53f43bf77858db0975b08e6a80c3b4c11035cfdd99","title":"Adding New Users","path":"/qms/9.5/user/adding-new-users","children":[]},{"id":"ci_24e9924cb90abae277859c6f00a1de9bd8019f53f1b40940d716c407a79a0a98","title":"Editing Users","path":"/qms/9.5/user/editing-users","children":[]},{"id":"ci_bb1e52a4b6e9d6193ebe437bf49cfc671e38416dc5ee9a71a7b9b96d3a7e9741","title":"Changing Passwords for Users","path":"/qms/9.5/user/changing-passwords-for-users","children":[]},{"id":"ci_4870977799fecab6583119afbbb9f4fb22fefc3b491abcc95ae86f81e284e602","title":"Activating and Deactivating Users","path":"/qms/9.5/user/activating-and-deactivating-users","children":[]},{"id":"ci_476dc759fa99d3a176c6414a12f13430e1ffee9ff1a43391aefb6cf39f30f695","title":"Agents Identification in Conversations","path":"/qms/9.5/user/agents-identification-in-conversations","children":[]}]},{"id":"ci_820e0eef3cf197e98250e9be7f911c726633fe074c1486e3b8d85011c75d9587","title":"Managing Groups","path":"/qms/9.5/user/managing-groups","children":[{"id":"ci_c2187b32d1772b9aad155e944a794b07035dfd7e413ee063c9ec9b15bb444738","title":"Displaying Groups","path":"/qms/9.5/user/displaying-groups","children":[]},{"id":"ci_09f9e81424655c5fe0586d61b429074c9e87fc22e365e5bfd988f6990da593c4","title":"Adding New Groups","path":"/qms/9.5/user/adding-new-groups","children":[]},{"id":"ci_6b1ce1a472905665454a399a45cd7f68da39fc00a096d09140858054dd190a32","title":"Editing Groups","path":"/qms/9.5/user/editing-groups","children":[]},{"id":"ci_d79d192188642762b0150dd6c3366145c153ae59cd7ad35148453312ae0e38df","title":"Adding Users to Groups","path":"/qms/9.5/user/adding-users-to-groups","children":[]},{"id":"ci_660c62e42390f137c911f0c6901a6abba8ec8df04ebfa0c8ee039d736f5575e2","title":"Assigning Groups to Reviewers","path":"/qms/9.5/user/assigning-groups-to-reviewers","children":[]}]},{"id":"ci_31090505205205ee11c48ad83a790bae9c3915145c9a37e50548ae9c5fb0765f","title":"Managing Sessions","path":"/qms/9.5/user/managing-sessions","children":[]},{"id":"ci_7bacfe10d7c1db399f94dc427fe32f3fc5c2310fc0b8898da2150dc1dcca3017","title":"Managing Provider Clients","path":"/qms/9.5/user/managing-provider-clients","children":[]},{"id":"ci_5a1dd3f9a7160100e2981d0f81bdc0b2aea5ee607ba25fb9cf75638237fed10c","title":"Viewing Events","path":"/qms/9.5/user/viewing-events","children":[]}]}]},{"id":"ci_19130321b3fbbfcb71d861d009fce459ff361b9c917f0fe328475d7a0f2fb691","title":"Workforce Management (WFM) - User Guide","path":"/qms/9.5/user/workforce-management-wfm-user-guide","children":[{"id":"ci_7f8277ab4970b55f90fb73af187f95d4f0f4e698983ea7d3c2ab127e30352fa0","title":"Getting Started","path":"/qms/9.5/user/getting-started","children":[{"id":"ci_49d883c254ffb1c04af7a064c972520e74f644d49e72ea277be46887153a9949","title":"WFM for Beginners","path":"/qms/9.5/user/wfm-for-beginners","children":[]},{"id":"ci_fb710af3704df9613b84b3aa99219aac5f99fe2a7d0ce98b4973baadb309e69f","title":"Concept of Studio Environment","path":"/qms/9.5/user/concept-of-studio-environment","children":[]},{"id":"ci_75f3a48f1362ef8aa7e70dc29f95e7aff5eb8af70fdecbef32a440f89e3ccec9","title":"Eleveo WFM Workflow","path":"/qms/9.5/user/eleveo-wfm-workflow","children":[]},{"id":"ci_e12070febc310ce75b7e23cd7f558b6969cdf398fa8cc8ed316f655b1581dd1f","title":"Prerequisites","path":"/qms/9.5/user/prerequisites","children":[]},{"id":"ci_8fd52b444dbf914416ff53cb63164dac61781842417e92855079e00841334794","title":"Accessing the Application","path":"/qms/9.5/user/accessing-the-application","children":[]},{"id":"ci_cfdc810a9d0c8dfa4b72d409b4d9b7be66b830b98e7b720f2458a042651329fa","title":"Credentials and First Login","path":"/qms/9.5/user/credentials-and-first-login","children":[]},{"id":"ci_23cfee78ac611d549f3fd25c67b134ade5e021f47e600e68ba63e204a9f3143d","title":"Navigating Inside the Application","path":"/qms/9.5/user/navigating-inside-the-application","children":[]},{"id":"ci_ef3a59cc07622c447008df7eb1941cb7e5062cca8e8505b93b150f014fa86187","title":"Using Filters","path":"/qms/9.5/user/using-filters","children":[]}]},{"id":"ci_c9bb27c1ba9db5e2ebdc0b436384414516e2b549147a3db4874ce9309d0a8baa","title":"Importing Data for WFM","path":"/qms/9.5/user/importing-data-for-wfm","children":[{"id":"ci_5091b34e402c4495bcd0f6916bf470bf5caa995bf850b363bd101e507417ceec","title":"Manual Import of Historical Data","path":"/qms/9.5/user/manual-import-of-historical-data","children":[{"id":"ci_6e5c51f84c2624c3a721346020e0d71a070c74f79772a9b0b5224efe5088b9a1","title":"File Format","path":"/qms/9.5/user/file-format","children":[]}]},{"id":"ci_3af9358dcb8fa19521f1a06df22ffc780b4be31334cd0a7f36efb58b722a1fe4","title":"Verifying Historical Data Import","path":"/qms/9.5/user/verifying-historical-data-import","children":[]},{"id":"ci_ed8bb374836636d6861fd938d0b46f0dfa8d4c749ec20a3c9678e4fb2611e0e2","title":"Automatic Import of Historical, Adherence and Real-Time Data","path":"/qms/9.5/user/automatic-import-of-historical-adherence-and-real-","children":[{"id":"ci_6f09aa6dda7360af7b96cafb3874989acc38e95d0272765e0331ce345db8a658","title":"Custom Import of Historical Data Using API","path":"/qms/9.5/user/custom-import-of-historical-data-using-api","children":[]},{"id":"ci_023eb99ed3d47fafa5789293b719ce9697c3ee3541a7fc92d374ab36c861f786","title":"Custom Import of Adherence Data Using API","path":"/qms/9.5/user/custom-import-of-adherence-data-using-api","children":[]},{"id":"ci_15e835d94ac8b2a3dce7d8185829bb35a309a149236c7de9781317c3345192e5","title":"Historical and Adherence Data Import From Cisco Webex Contact Center","path":"/qms/9.5/user/historical-and-adherence-data-import-from-cisco-we","children":[]}]}]},{"id":"ci_212c84329a119360462dd2b28db4826efc4b2ade20bdcacee7054ce87f0d16c5","title":"Administration Tasks","path":"/qms/9.5/user/administration-tasks","children":[{"id":"ci_4ac541a60356224bdc2d15e65aff43936774521839070d62355d362d45320b87","title":"Managing People","path":"/qms/9.5/user/managing-people","children":[]},{"id":"ci_7f01b97e146948e3be0e60c02e20220854c8a4ccfac4e6b1f0375442c00d7b21","title":"Managing Skills","path":"/qms/9.5/user/managing-skills","children":[]},{"id":"ci_aa2e83447032cef79d867783c67d390fb7608c21020657df55112b8ac912d3c2","title":"Managing Shift Templates","path":"/qms/9.5/user/managing-shift-templates","children":[]},{"id":"ci_8e815950218cb2a6dda2fe241712913cba2cb88d48136b38309ad8070bc35a15","title":"Managing Queues","path":"/qms/9.5/user/managing-queues","children":[]},{"id":"ci_6faa423f5623626044f59586d29429b8a9619fcd8721afa691ce976ba5008b30","title":"Managing Data Import","path":"/qms/9.5/user/managing-data-import","children":[]}]},{"id":"ci_ce817ceac266f3b2379bebb68ce1a7c543e55697c6d60b866411eab940d7f6ce","title":"Forecasting","path":"/qms/9.5/user/forecasting","children":[{"id":"ci_10c907dcb2d76c18a85e999a8a548c80104ec2f91b7883313dd8ff4e26d50232","title":"Working With Draft Forecasts","path":"/qms/9.5/user/working-with-draft-forecasts","children":[{"id":"ci_cecfb3339a09db49a6dfd088cdd115dfd8339915a8ad023e7ad5b2de9d378784","title":"Adding a New Forecast","path":"/qms/9.5/user/adding-a-new-forecast","children":[]},{"id":"ci_1db5e58570af48b010650c9fd97f8a2e62804379088a29b4d41edb833e08f4d8","title":"Editing a Forecast","path":"/qms/9.5/user/editing-a-forecast","children":[]},{"id":"ci_c9efe0e015fc80fa39fb04274ae51506c47b0a161c02e1af75f8b1f6f9842028","title":"Deleting a Forecast","path":"/qms/9.5/user/deleting-a-forecast","children":[]}]},{"id":"ci_990ac82746498200e604eaf0ee61b9d25fd26c9bbe8f9c202ef233f5ffc8b0ae","title":"Working With Production Forecasts","path":"/qms/9.5/user/working-with-production-forecasts","children":[]},{"id":"ci_23ded5c568c924e4e41571ce527518b8f289e62a38daca7e24bbf651074c477f","title":"Filtering Forecasts","path":"/qms/9.5/user/filtering-forecasts","children":[]}]},{"id":"ci_6edd738ea4e25b89e7afddfa059b761cbe7885e65971f766d2accb4695f095ba","title":"Scheduling","path":"/qms/9.5/user/scheduling","children":[{"id":"ci_f3a90f337208ef3a7357a906da06c1c349373851fd5ec1972e4514921bea5904","title":"Working With Draft Schedules","path":"/qms/9.5/user/working-with-draft-schedules","children":[{"id":"ci_610ab49650dc11b5efbcfdd34b6c089e27e05b88d9679822f69fb9f7e48f9155","title":"Adding a New Schedule","path":"/qms/9.5/user/adding-a-new-schedule","children":[{"id":"ci_1a686701a4b9db458a1e6aea489e6da98cacf6c44d87a3c791f01418b0fabb86","title":"Manual Scheduling","path":"/qms/9.5/user/manual-scheduling","children":[]},{"id":"ci_fc4028ef1bb17a96df19a70312c96a763bab16e21b8ecfe94e7674658a86cf70","title":"Auto Scheduling","path":"/qms/9.5/user/auto-scheduling","children":[]}]},{"id":"ci_f8b3a59a5aa9a3367f80ac2c467a205d7e26130ce55b16378ee03d706cf92e59","title":"Editing a Schedule","path":"/qms/9.5/user/editing-a-schedule","children":[]},{"id":"ci_dee0ca5365e9d4e191b259fd88331f959575be8be71b9be6a85a0181735f430c","title":"Exporting a Schedule","path":"/qms/9.5/user/exporting-a-schedule","children":[]},{"id":"ci_e44fd686150bef6a426f89b3874e81d41835f01d940a16bbd786e7f7c5fc2370","title":"Deleting a Schedule","path":"/qms/9.5/user/deleting-a-schedule","children":[]}]},{"id":"ci_85be47e0236d6f5f0dd29ad0a639bc1f65b2bab494e8b90aacba3853da3ce967","title":"Working With Production Schedules","path":"/qms/9.5/user/working-with-production-schedules","children":[]},{"id":"ci_79d22ca9269f98de37c080949a2eff8e19f9a57f08f170d57a0dfdab53de2d26","title":"Filtering Schedules","path":"/qms/9.5/user/filtering-schedules","children":[]},{"id":"ci_0bf7ea67682795923f4006a18fb15e377d886089e8dad450424d2ba131425a21","title":"Requests","path":"/qms/9.5/user/requests","children":[]}]},{"id":"ci_3edd152c2174d5896958f2ba3e3a95e79cfdba8731605650a10e9b09a170cc54","title":"Schedule Adherence","path":"/qms/9.5/user/schedule-adherence","children":[{"id":"ci_6f09b0b8fe5130e6c6806386127fccc32b677fada3b5ac41e79912b6c4ce1faf","title":"Real-Time Adherence","path":"/qms/9.5/user/real-time-adherence","children":[]},{"id":"ci_c1fde7fd68cb50e99c68ac9c79a60b234e4844af4650d63a371d6d0eb95ca1aa","title":"Adherence Settings","path":"/qms/9.5/user/adherence-settings","children":[]},{"id":"ci_b5b45843807c171d7a855febaaf6d8b27109c3507f6375784b22e6aa1d60a2d1","title":"Adherence History","path":"/qms/9.5/user/adherence-history","children":[]}]},{"id":"ci_7a75f06a51c74b323aee81e63307206eccaf6a9ef68a3e7487a7018f0323acf8","title":"Intraday Management","path":"/qms/9.5/user/intraday-management","children":[]},{"id":"ci_4bacbda438a14d8bb1d0e88fe8c21525e153f2a2fce4e645103a744404ddaba9","title":"My Schedule","path":"/qms/9.5/user/my-schedule","children":[{"id":"ci_912d4415a493823aff028a80d6e7e44221802eb6d40de11891971a4d7cf143e2","title":"Using Monthly View","path":"/qms/9.5/user/using-monthly-view","children":[]},{"id":"ci_9c059f582fb45c6de94e24d61839a637d524bd8b8e67757bf84bd56dcb78e167","title":"Using Weekly View","path":"/qms/9.5/user/using-weekly-view","children":[]},{"id":"ci_4df420bc341b9805b4edaa0b4f25c46afde825df65b045decfbc5212b8156181","title":"Exporting the Calendar","path":"/qms/9.5/user/exporting-the-calendar","children":[{"id":"ci_4f4296594922c45bbb44781917b9b3e41c1d617356fae5c278183c96efab1567","title":"Adding an iCal calendar to Google calendar","path":"/qms/9.5/user/adding-an-ical-calendar-to-google-calendar","children":[]},{"id":"ci_700ff304b92a8d45680687a7a5f61f459ddf04f0ee947b737e9db50a3227a967","title":"Adding an iCal calendar to iOS","path":"/qms/9.5/user/adding-an-ical-calendar-to-ios","children":[]},{"id":"ci_8bffb8f8cee1bcb203ccb8c1f8444ff1753123ef7d16ded32d88920eaae4cb1a","title":"Adding an iCal calendar to Microsoft Outlook","path":"/qms/9.5/user/adding-an-ical-calendar-to-microsoft-outlook","children":[]}]},{"id":"ci_f27d794128bf58ed39346d73f814b57d9b3f4143ce38a62e5c91e0099591727d","title":"Requests - Self Service","path":"/qms/9.5/user/self-service","children":[{"id":"ci_d0d8c13dd26e7e0fe69bce7b5cd200c0927b98464c6640bd1559b0b9e3364098","title":"Absence Requests","path":"/qms/9.5/user/absence-requests","children":[]},{"id":"ci_e66057d8ca25769fcdd27fb94000ceae59845fbbf07a957fe85ba10ac0eb4893","title":"Shift Swaps","path":"/qms/9.5/user/shift-swaps","children":[]}]}]},{"id":"ci_436c27babe7920ab433f1de7644affb271cf621f0c040d6a91a2648d88c7cfed","title":"WFM FAQ","path":"/qms/9.5/user/wfm-faq","children":[]},{"id":"ci_4ff40758832d10a057d720599ca9dd45b5e7ad0954b8ee81431faa7e04b278ba","title":"Eleveo WFM Glossary","path":"/qms/9.5/user/eleveo-wfm-glossary","children":[]}]},{"id":"ci_2cb25f6b7749bc6225fc992be2b4e482cff456ccfcd6171eb0c02069f14ed6f9","title":"Automatic Pause and Resume - Guide","path":"/qms/9.5/user/automatic-pause-and-resume-guide","children":[{"id":"ci_dda8c445c12edad7fee56568dc03b8d91038a6693fd38d1192820a98789bc9fc","title":"APR User Guide","path":"/qms/9.5/user/apr-user-guide","children":[]}]},{"id":"ci_f3999c2836b5aba8223324b161a103b37e533ee82c96bbcca1a470e1528dd97d","title":"Compliance","path":"/qms/9.5/user/compliance","children":[{"id":"ci_d55903a41bfc4f568df136de94ee74d55db23ad0558cc9c1606bfe3a16162014","title":"PCI DSS Compliance","path":"/qms/9.5/user/pci-dss-compliance","children":[]},{"id":"ci_3e44af894717f88e17589a7f465d0cd0eafa7c628623047ad12745dbd79c2304","title":"GDPR Compliance","path":"/qms/9.5/user/gdpr-compliance","children":[]},{"id":"ci_9bca1fad1bd92929e4a767abaffa70e8a570f3d68cf6460926d894d5b57c9c56","title":"MiFID II Compliance","path":"/qms/9.5/user/mifid-ii-compliance","children":[]},{"id":"ci_940d90c3a4b30bd6cf3ca9cbaad72e784db38b614d9fce1130aafabe6b2ee0d3","title":"CCPA Compliance","path":"/qms/9.5/user/ccpa-compliance","children":[]},{"id":"ci_38e22c24a3b23b7a07c354bb838dff8f2520df9331c38de98723165069c2b34c","title":"Pause and Resume","path":"/qms/9.5/user/pause-and-resume","children":[]}]},{"id":"ci_4d97b95c568b824d10fdaa9f78a89fd4c9a0a3922c50193a4309e045d5279821","title":"User Guides - Spanish Language Version","path":"/qms/9.5/user/user-guides-spanish-language-version","children":[]},{"id":"ci_9c82ca68f24f9e9c342e72106ffd0bad2518c7d2e63cf4267e97f23ac72160a2","title":"User Guides - Russian Language Version","path":"/qms/9.5/user/user-guides-russian-language-version","children":[]}]