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Eleveo Quality Management User Workflow
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Login to User Management
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Displaying Users
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Displaying Teams
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Accessing the Application
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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

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Managing People
Managing Skills
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Shift Swaps

WFM FAQ
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9.5

Release Notes

Release Notes 9.0

Release Notes 9.1

Changelog 9.1.1

Release Notes 9.2
Release Notes 9.3
Release Notes 9.4

Release Notes 9.5

Changelog 9.5.1

Product Versions Support
Release Policy
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Integrations Guide

Cloud Integrations

Amazon Connect Integration
Cisco Webex Contact Center Integration
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Cisco Specific Integrations

Cisco UCCE 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

Technical Support User Guide

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

Interaction Player

Live Monitoring

Reviews

Creating New Reviews
Using the Reviews Screen
Review Notifications
Adding Specific Conversations for Review
Add Random Conversations for Review
Conversation Review - Grading Form
Completing a Review
Deleting Reviews
Reopening a Review

Using the Review Report

Linking to a Read-Only Grading Form

Using the Review Form
Replacing Conversation in the Review
Review Scheduler

Questionnaires

Adding a New Questionnaire
Understanding Error Messages
Setting Questionnaire Properties
Specifying Access Permission
Saving and Editing a Questionnaire Copy
Scoring Tiers
Exporting, Editing, and Importing Questionnaires
Adding and Editing Question Sections, Questions, and Answers

Automated Rules
Voice of the Employee

Voice of the Customer

Post-Call Surveys

Adding a New Survey
Adding Survey Questions
Adding Answers to a Question in a Questionnaire
Replaying Voice Prompt Files
Searching for a Survey
Survey Results
Viewing Completed Surveys

Training / eLearning

Creating a Quiz
Planning Training
Taking a Training Quiz
Searching for a Training

Speech Recognition

Using Speech Tags and Phrases
Configuring Confidence Intervals in Speech Recognition

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

Compliance Setup
Data Lifecycle
Categories
Wrap Ups
Conversation Types
Audit Log
Saved Filters
Tags
Preferences
Conversation Settings

User Preferences
Data Export

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 Realm Settings
Managing Password Policies
Managing Licenses

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 Users

Displaying Users
Adding New Users
Editing Users
Changing Passwords for Users
Activating and Deactivating Users
Agents Identification in Conversations

Managing Groups

Displaying Groups
Adding New Groups
Editing Groups
Adding Users to Groups
Assigning Groups to Reviewers

Managing Sessions
Managing Provider Clients
Viewing Events

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

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

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

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

User Guides - Spanish Language Version
User Guides - Russian Language Version

Eleveo WFM

Eleveo 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
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

Requests - Self Service

Absence Requests
Shift Swaps

FAQ

User Management - User Guide

Getting Started Guide

User Management Workflow
Default Users
Login to User Management
Navigating Inside the User Management
Password Policies
Switching the Language

Configuring User Profile and Password
Managing Tenant Settings
Managing Email Settings
Managing Password Policies
Managing Licenses

Managing Roles

User Management Roles

Default Application Roles

ETL Management Roles

Managing Custom Roles
Assigning Roles

Managing Users

Displaying Users
Adding New Users
Editing Users
Changing Passwords for Users
Activating and Deactivating Users

Managing Teams

Displaying Teams
Adding New Teams
Editing Teams
Adding Users to Teams
Assigning Managers to Teams

Managing Provider Clients

Eleveo Integrations

Integration With Webex Contact Center

Preparing Cisco Webex Contact Center for Integrations

Configuring ETL Management for Webex Contact Center Integration

Configuring User Import From Cisco Webex Contact Center
Configuring Data Import From Cisco Webex Contact Center

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

User Import From UCCE, UCCX, CUCM

Technical Details and Limitations

Real-Time Data Import From CTI

Configuring UCCE as Identity Provider

Adding UCCE SSO Identity Provider
Registering a New UCCE Client

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

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Release notes

Main

Release Notes

Release Notes 9.0

Release Notes 9.1

Changelog 9.1.1

Release Notes 9.2
Release Notes 9.3
Release Notes 9.4

Release Notes 9.5

Changelog 9.5.1

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 Integration
MS Teams Integration
Zoom Contact Center Integration
Speech Generative AI Integration

On-Premise Integrations

Cisco Specific Integrations

Cisco UCCE 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

Technical Support User Guide

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

Interaction Player

Live Monitoring

Reviews

Creating New Reviews
Using the Reviews Screen
Review Notifications
Adding Specific Conversations for Review
Add Random Conversations for Review
Conversation Review - Grading Form
Completing a Review
Deleting Reviews
Reopening a Review

Using the Review Report

Linking to a Read-Only Grading Form

Using the Review Form
Replacing Conversation in the Review
Review Scheduler

Questionnaires

Adding a New Questionnaire
Understanding Error Messages
Setting Questionnaire Properties
Specifying Access Permission
Saving and Editing a Questionnaire Copy
Scoring Tiers
Exporting, Editing, and Importing Questionnaires
Adding and Editing Question Sections, Questions, and Answers

Automated Rules
Voice of the Employee

Voice of the Customer

Post-Call Surveys

Adding a New Survey
Adding Survey Questions
Adding Answers to a Question in a Questionnaire
Replaying Voice Prompt Files
Searching for a Survey
Survey Results
Viewing Completed Surveys

Training / eLearning

Creating a Quiz
Planning Training
Taking a Training Quiz
Searching for a Training

Speech Recognition

Using Speech Tags and Phrases
Configuring Confidence Intervals in Speech Recognition

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

Compliance Setup
Data Lifecycle
Categories
Wrap Ups
Conversation Types
Audit Log
Saved Filters
Tags
Preferences
Conversation Settings

User Preferences
Data Export

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 Realm Settings
Managing Password Policies
Managing Licenses

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 Users

Displaying Users
Adding New Users
Editing Users
Changing Passwords for Users
Activating and Deactivating Users
Agents Identification in Conversations

Managing Groups

Displaying Groups
Adding New Groups
Editing Groups
Adding Users to Groups
Assigning Groups to Reviewers

Managing Sessions
Managing Provider Clients
Viewing Events

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

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

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

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

User Guides - Spanish Language Version
User Guides - Russian Language Version

Breadcrumbs

9.5
Integrations Guide

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Cisco Specific Integrations
Genesys Integration
Unify OpenScape Xpert Integration
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