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Importing Data for WFM
Manual Import of Historical Data
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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
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Working With Draft Forecasts
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Working With Production Schedules
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Real-Time Adherence
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Using Monthly View
Using Weekly View
Exporting the Calendar
Adding an iCal calendar to Google calendar
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Eleveo WFM
Eleveo WFM - User Guide
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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
Requests - Self Service
Absence Requests
Shift Swaps
FAQ
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Getting Started Guide
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Eleveo Integrations
Integration With Webex Contact Center
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Eleveo WFM API
Custom Import of Users and Groups Using API
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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 9.0
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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
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