Eleveo Delivers Smarter Workforce Optimization, Greater Flexibility, and Enhanced Platform Readiness

Simplified Quality Management Administration

Several enhancements make Quality Management easier to configure, manage, and scale across teams.

Administrators and quality teams gain greater control over automated rules and saved filters, including the ability to:

• Delete automated evaluation rules that are no longer needed, along with their associated evaluation data
• Edit saved filter criteria without recreating filters from scratch
• Share saved filters across users and teams
• Transfer filter ownership when responsibilities change or users leave the organization
• Manage filter permissions with new administrative and sharing controls
• Cloud-based speech enrollment support for on-premise deployments
• Hybrid processing options by tenant
• Cloud-native tenant migration between regional clusters
• Internal Teams calls
• Teams meetings
• Inbound PSTN calls
• Outbound PSTN calls
• One tooltip, all your data – hover over any point on any of the three graphs (Forecasted Contact Volume, AHT, Staffing Requirements) and see every related value at once, along with the date and time for that interval. No more jumping between charts and piecing numbers together in your head.
• Table view for your forecast – alongside the graphs, you can now switch to a table view and browse the data in whichever format works best for you.
• Forecast export – a new Export button lets you download the currently displayed forecast (draft or production) as a CSV.
  

Additional safeguards help protect filters used by automated tasks or review schedulers from accidental deletion.

The release also refined how evaluation results are presented to agents. Unrevealed scores and reviews remain hidden until they are intentionally shared, giving quality teams greater control over the review process and enabling them to respond directly to customer feedback.

Together, these enhancements make it easier for organizations to maintain consistent quality programs while reducing administrative overhead.

More Flexible Reporting and Data Access

Expanded functionality on how organizations can access, schedule, and use their Quality Management data.

With enhanced Review Scheduler capabilities, we are introducing the ability to schedule the export of quality reviews. Customers can automate recurring exports of review data in CSV or XLSX formats on daily, weekly, monthly, quarterly, or yearly schedules. Teams can select specific reviews, apply filters, determine delivery destinations, and establish retention policies for exported files.

A new Data Exporter interface also gives customers greater control over access to their information. With our user interface, managers can now configure which information is exported – and how it will be exported - by Data Explorer. Organizations that use external business intelligence and analytics platforms can more easily export relevant business data to destinations such as AWS S3 and SFTP.

These enhancements give customers more flexibility to incorporate Eleveo data into their existing reporting, analytics, and business intelligence workflows.

Enhanced Speech Analytics and Transcription Privacy

Speech Analytics continues to evolve in 10.3 with improvements designed to provide greater consistency, flexibility, and control.

New acoustic parameters expand the information available for speech analysis and create greater consistency across supported speech technologies.

This release introduces enhanced transcription privacy controls, allowing organizations to use configurable pattern-based rules to automatically mask sensitive information during transcription processing.

This can help organizations protect information such as credit card numbers while still allowing teams to benefit from speech analytics and conversation intelligence.

Increased Flexibility for Hybrid Environments

Further expansion of Eleveo's ability to support organizations operating across on-premise, hybrid, and cloud environments.

New hybrid speech and Generative AI capabilities allow customers to maintain replay infrastructure on-premise while securely leveraging cloud-based AI and speech services.

The release also introduces:

• Cloud-based speech enrollment support for on-premise deployments
• Hybrid processing options by tenant
• Cloud-native tenant migration between regional clusters

These capabilities provide greater flexibility for organizations navigating infrastructure modernization, regional expansion, regulatory requirements, or gradual cloud migration strategies—without requiring a one-size-fits-all deployment model.

More Granular Microsoft Teams Recording Controls

Organizations using Microsoft Teams gain additional flexibility with new recording options. We introduced more granular recording policies, allowing administrators to establish recording rules based on specific call types, including:

• Internal Teams calls
• Teams meetings
• Inbound PSTN calls
• Outbound PSTN calls

Organizations can also exclude internal calls from recording when appropriate, making it easier to align recording policies with specific compliance, privacy, and business requirements.

Enhanced Workforce Management Scheduling Flexibility

Enhanced scheduling capabilities give contact center managers greater flexibility to make targeted or broad schedule adjustments as operational needs change. Managers can support complex agent rotations based on Work Plans and reschedule all agents, individual agents, or selected groups across specific date and time ranges.

Schedules can also be re-optimized at different levels—from optimizing breaks only to re-optimizing an entire shift while preserving its existing start time and duration or fully re-optimizing shifts to adjust start times and durations as needed. Other options allow managers to minimize staffing coverage or relax break rules and consecutive activity requirements when partial or break re-optimization is necessary.

Additionally, enhanced shift templates include shift names and shift codes, preferred or flexible shift starts or a combination of both, flexible break rules (including split shifts), min/max times per channel, and min/max consecutive time for a given activity.

Enhanced Forecasting Studio User Experience

The latest release makes working with forecast data noticeably smoother. The rebuilt Forecasting Studio UX has the same design used across the rest of the Eleveo app — a more consistent look, shared components, and more intuitive controls

• One tooltip, all your data – hover over any point on any of the three graphs (Forecasted Contact Volume, AHT, Staffing Requirements) and see every related value at once, along with the date and time for that interval. No more jumping between charts and piecing numbers together in your head.
• Table view for your forecast – alongside the graphs, you can now switch to a table view and browse the data in whichever format works best for you.
• Forecast export – a new Export button lets you download the currently displayed forecast (draft or production) as a CSV.

Workforce Management Ready for Cisco Platform Changes

Supports Cisco's latest Real-Time Adherence (RTA) API, helping customers maintain seamless RTA functionality as Cisco transitions to its updated API. Customers running Eleveo versions 9.7–10.2 should upgrade to our latest release to ensure continued compatibility. The update is handled on the backend, with no integration reconfiguration required.

A More Intuitive User Experience

Browser tabs now display meaningful page names when users have multiple Eleveo tabs open, making it easier to navigate between workflows and quickly locate the information they need.

Behind the scenes, Eleveo has also modernized key administrative components, including an updated administration console built on a modern React framework. These infrastructure improvements create a stronger foundation for future enhancements while maintaining a familiar experience for users.

Continuing to Build Around Customer Needs

This latest Eleveo release reflects our continued focus on turning customer feedback into practical product improvements.

From more flexible Quality Management administration and automated reporting to stronger transcription privacy, hybrid AI capabilities, Microsoft Teams recording controls, and Cisco platform readiness, the release helps organizations gain greater control over their workforce optimization strategy while preparing for what's next.

As contact center environments become increasingly complex, Eleveo remains focused on providing an open and flexible workforce optimization platform that can adapt across cloud, hybrid, and on-premiseenvironments and integrate with the communication platforms organizations already use.