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Quality Management - User Guide
Eleveo Quality Management User Workflow
Login
User Profile and Password
Navigating Inside the Quality Management
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Conversation Explorer
Interaction Player
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Creating New Reviews
Using the Reviews Screen
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Add Random Conversations for Review
Conversation Review - Grading Form
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Using the Review Form
Replacing Conversation in the Review
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Understanding Error Messages
Setting Questionnaire Properties
Specifying Access Permission
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Scoring Tiers
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Adding and Editing Question Sections, Questions, and Answers
Best Practices for Questionnaire Creation
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
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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
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Wrap Ups
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Tags
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User Management - User Guide
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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
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
Adherence Reports
WFM FAQ
Eleveo WFM Glossary
Automatic Pause and Resume - Guide
APR User Guide
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PCI DSS Compliance
GDPR Compliance
MiFID II Compliance
CCPA Compliance
Pause and Resume
User Guides - Spanish Language Version
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Release Notes ECN-2025.10.16
Release Notes ECN-2025.09.01
Product Versions Support
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Workstation Requirements
Browser Support Policies
Integrations Guide
Cloud Integrations
Cisco Webex Contact Center Integration
Cisco Webex Calling / Webex Calling Customer Assist Integration
MS Teams Integration
Speech Recognition Integration
Speech Generative AI Integration
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
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
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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
Eleveo Support Contact Information
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
Looking for technical guides or previous versions? Click here to log in.
Home
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
Release Notes 9.6
Release Notes 9.7
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
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
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
Best Practices for Questionnaire Creation
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
Saved Filters
Tags
Conversation Settings
Preferences
Audit Log
Topics Manager
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 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
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
Adherence Reports
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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