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Main

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

Eleveo Cloud Native

Release Notes

Release Notes ECN-2025.11.24
Release Notes ECN-2025.10.16
Release Notes ECN-2025.09.01

Product Versions Support
Release Policy
Supported Platforms
Supported Call Scenarios by Recording Method

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

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

Eleveo Support Contact Information

INFO Home

Product Versions Support
Release Policy

Legal Documents

Maintenance Agreement 2023
EULA 2023
Privacy Policy 2025
Third Party Licenses 2023
Terms and Conditions 2025
Service Level Agreement 2024
Terms of Service 2025
AI Usage in Eleveo Software
Terms and Conditions for Direct Licensing 2025
Terms of Service Cloud 2025

Portal Documentation

Introduction to the Eleveo portal

Training Resources

Course Collaterals

QM Questionnaire Scoring Considerations
QM Questionnaires Not Applicable
Voice of the Customer Training Reference Guide
Speech Tag Training Reference Guide
AQM Rules Training Reference Guide

Trainer Tips

Questionnaire Properties - Trainers Tips
Questionnaires - Trainers Tips
Quality Calibration - Trainers Tips
Automated Rules - Trainers Tips

Our Accessibility Statement

Changes to Documentation

Eleveo Support Contact Information

10

Release Notes

Release Notes 10.0
Changelog 10.0.1
Changelog 10.0.2

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 / 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
Ports Usage

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 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.
Home
Release notes

Main

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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Eleveo WFM
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