Jump to: navigation, search

Workforce Management

Information.png Note: Some changes listed below might not pertain to your deployment.

For information about the latest releases of Workforce Management, refer to Workforce Management.

August 30, 2021 (8.5.218.43)

What's New

Windows 2019 Support

Control WFM Session Inactivity Intervals

  • You can now set the inactivity interval for WFM Web for Supervisors sessions before they time out. This feature requires some configuration. Ask your Genesys Account Representative for help to enable this feature.

Improved Security in WFM Web

  • WFM Web has the following security improvements:
    • Auto-complete is disabled on the Login page.
    • New secure headers in server responses: X-Content-Type-Options and X-XSS-Protection.
    • Unnecessary options were removed from server responses that might disclosure server details.

Auto-Hiding Messages for Agents

  • In the WFM Web for Agents Configuration > My Settings view, agents can now check/enable the Prevent messages from auto-hiding check box to prevent Error, Confirmation, and Validation messages from disappearing after 5 seconds. Messages now remain open until the agent clicks Close.

Move Schedule States by Using the Wizard

  • Supervisors can now move schedule states to other dates, by using the new Move to date setting and date-selector in the Select states dialog of the Edit Multiple Wizard. This functionality is available in the following Web for Supervisors (Classic) views:
    • Schedule > Scenarios > State Group Totals
    • Master Schedule > State Group Totals
    • Schedule > Scenarios > Intra-Day and > Agent-Extended
    • Master Schedule > Intra-Day and > Agent-Extended

Wait-Listing and Bidding Processes Improved

  • WFM's Wait-Listing and Time-Off Bidding processes and memory management are now optimized to improve performance. This feature requires an upgrade to other WFM components. Ask your Genesys Account Representative for help when enabling this feature.

New Role Privileges for Supervisors

  • Supervisors can now be granted the following privileges in the under Configuration > Agents in the Role Privileges view:
    • Read
    • Allow Move
    • Edit Properties
    • Edit Activities
    • Edit Contracts & Rotating Patterns
    • Edit Time Off
    • Edit Time-Off Bonuses
    Read more about his new feature in Configuration Role Privileges in the WFM Web for Supervisors (Classic) Help.
    This feature is dependent on an upgrade to more than one WFM component. Ask your Genesys Account Representative for assistance when setting up this feature.

Resolved Issues

Web for Supervisors

  • WFM Web now uses the X-Forwarded-Proto request header when generating .jnlp or .wfm files that open Java modules.
  • In the latest Web for Supervisors Forecast module, users can now see the Target name of the Multi-Site Activity (MSA), Activity, Site, or Business Unit that is selected in the Scenario's Activity tree. In addition, the Activity tree in the left-side panel now auto-scrolls to enable the selection of items when the Scenario is opened.
  • Users must now select at least one item in the Colors list to update color configurations in the WFM Web for Supervisors Configuration > Colors views, preventing WFM from incorrectly changing colors in all sites.
  • In the latest Web for Supervisors UI, WFM now imports Forecasting data correctly when users initiate the Forecast > Import action.
  • WFM Web now correctly assigns roles to restored agents.
  • In the latest Web for Supervisors UI, WFM now automatically selects the associated child activities when users select Multi-Site Activities (MSA) in a Forecast > Scenario using the Add Activity dialog.
  • Data preparation for the Team Weekly Schedule Report is updated, and WFM now loads data for sites associated with the selected Schedule Scenario.
  • Users can now make changes in WFM Web for Supervisors Configuration > Agents > Time-Off Bonus Properties view when only the Configuration > Agents > Edit Time-Off Bonuses privilege is enabled.
  • WFM's user input validation is updated to remove the ESAPI library and no longer accepts incorrect values.
  • In the WFM Web for Supervisors Schedule Bidding view, users can expand the Bidding Profiles table rows to display shift start and end times for each week, and now see a Confirmation dialog prior to removing a bid.
  • In the Web for Supervisors Time-Off Rules view, the Assignments data grid now displays an empty cell when information about time-off types is unavailable.
  • The Web for Supervisors Time-Off Rules data grid now converts the time value to a string with no offset.
  • The Web for Supervisors Time-off Management Report now avoids errors when preparing data for the report when time-off bonuses for agents were sorted by the Expiration date, and had specified Expiration dates.
  • WFM has improved the time it takes to insert time off into the schedule when Multi-Site Activity limits are set for that Time-Off type.
  • WFM now retains the time that is entered for preferences in the Web for Agents (Classic) > Preferences view.
  • WFM now correctly performs automatic carry-over for all time-off rules and time-off types assigned to agents when they have multiple assigned time-off rules and time-off types.
  • WFM now displays Calendar items for the correct business unit (BU) if agents in the BU were moved to a different one, but still had Calendar items in the initial BU.
  • Recalled time-off requests are now processed correctly during the Time-Off Bidding process if they are saved after being edited.
  • WFM no longer displays an Unexpected Error message when users change the performance target by enabling the Use Multi-Site Activity' setting in the Schedule Intra-Day view.
  • When using the Edit Multiple Wizard in Schedules views and modifying the duration of paid schedule states (Exceptions, Time-Off items, Meals, or Breaks), the agent's daily paid hours are now calculated correctly.
  • WFM now displays the correct bid information for agents in the Schedule > Scenario > Profiles/Bidding view and no longer displays all zeros in the Bid column.
  • WFM now correctly auto approves overtime bids that are within set limits if the overtime offer is created for an activity under a specific site and multiple additional sites are assigned to the offer.
  • WFM no longer incorrectly auto-declines overtime bids when the requested overtime overlaps existing schedules from the previous or next day.
  • WFM now correctly calculates Schedule State Group (SSG) daily total hours when the time zone is changed.
  • WFM now correctly displays overtime bids only for agents responding to the selected Overtime Bidding Offer.
  • WFM now successfully completes its automatic Overtime Bidding process and no longer pauses or becomes disabled.
  • WFM now correctly calculates available time-off slots for requests that fall on days that are designated as day off in the Rotating Pattern.
  • The WFM Calendar service is now updated and the Time-Off Management and Time-off Balance reports now contain the correct data for each agent when generated for multiple agents.
  • Users can now scroll Help pages after opening them from the latest WFM Supervisor UI views using the Microsoft Internet Explorer browser.
  • In the WFM Web for Supervisors Forecast > Import view, users can now import historical data for a period of one year or more without displaying errors.
  • WFM no longer auto-declines overnight Overtime bids with the error The overnight schedule overlaps with schedule on the following day when the following day is a scheduled day off.
  • WFM now successfully displays the schedule coverage and saves back-logged activities in schedules.
  • WFM now correctly returns the time-off type description together with the agent information, when requested.
  • WFM now correctly determines the date for full-day time-off requests when they are on the same date as the day-off in the agent's Rotating Pattern.
  • WFM now processes Time Off requests applicable to bidding periods only after the bidding period processing start date.
  • The State Group Totals view in WFM Web for Supervisors now correctly displays the Forecasted Staffing and Schedule Coverage data in the graphs, based on the selected time zone.
  • WFM now correctly refreshes the Schedule view after profile agents are removed from Schedule Scenarios and no longer displays blank schedules.
  • WFM now accounts for Overlay events when building Forecasts when users select the AI-Powered Forecasting method.
  • WFM now correctly shows the Last Login Time information.

Web for Agents

  • The WFM Web for Agents (Classic) UI now uses the ESAPI library for input validation, thereby preventing the Go Back error page from displaying when agents attempted to log in.
  • Agents can no longer change the status of Granted and Recalled time-off types in the WFM Web for Agents Calendar view, thereby causing negative time-off balances. WFM does not approve Recalled and Granted time off types.
  • In Web for Agents Schedule Bidding scenarios, WFM now assigns the ranking values using first-in, first-out logic when users add multiple profiles to the Desired list.
  • The WFM Web for Agents Status Report template now enables users to export the report data in all available formats without losing data.
  • The WFM Web for Agents UI has improved accessibility and readability, as follows:
    • The readability of the main menu when using JAWS and zoomed to 200%
    • New JAWS announcements for shift timing in the My Schedule view
    • Zoom to 200% in the browser is supported with no overlapping components
  • WFM now retains the time that is entered for preferences in the Web for Agents (Classic) > Preferences view.
  • Agents can no longer submit duplicate full-day time-off requests for the same day when submitting them simultaneously.

December 23, 2020 (8.5.218.07)

What's New

New Edit/Delete Multiple Wizard

  • Supervisors can now edit schedule states in Intra-Day schedules by using settings in the new View or Edit Intra-Day Schedules dialog to invoke the new Edit Multiple Wizard in the following Web for Supervisor views:
    • Schedule > Scenarios > State Group Totals
    • Master Schedule > State Group Totals
    Or open the wizard directly by using the toolbar or Actions menu in the following views
    • Schedule > Scenarios > Intra-Day and > Agent-Extended
    • Master Schedule > Intra-Day and > Agent-Extended
    Supervisors can also delete multiple schedule states in Intra-Day schedules by using the View or Edit Intra-Day Schedule dialog in the following Web for Supervisor views
    • Schedule > Scenarios > State Group Totals
    • Master Schedule > State Group Totals
    This feature is dependent on an upgrade to more than one WFM component. Ask your Genesys Account Representative for assistance when setting up this feature.

New Role Privileges for WFM Supervisors

  • By assigning role privileges, WFM Administrators can now enable users to view and read information in the WFM Web UI while preventing them from making configuration changes in the following views:
    • Configuration > Schedule State Groups
    • Configuration > Time Off Bidding Periods
    • Configuration > Activities and Multi-Site Activities
    • Policies > Meetings
    • Schedule > Overtime Bidding
    • Trading
    This feature is dependent on an upgrade to more than one WFM component. Ask your Genesys Account Representative for assistance when setting up this feature. For more information, see Role Privileges in the Workforce Management Web for Supervisors (Classic) Help.

Options for Agents When Filtering Activities

  • When filtering a list of agents in the the Create Trade proposal, and Trades views, agents now see either their Primary activities only or their Primary or Secondary activities. Some configuration and an upgrade to more than one WFM component is required to enable this feature. Ask your Genesys Account Representative for assistance when setting up this feature.

Resolved Issues

Web for Supervisors

  • Users no longer see error messages in the Web for Supervisors Configuration > Colors view after selecting Exception Types in the drop-down filter for one business unit (BU), and then switching to another BU and clicking Get Data.
  • The Agent Properties Report no longer includes the Time-Off Rules section if there is no rules data. Previously, the Time-Off Rules table sometimes appeared in the report even though the table contained null values.
  • WFM now displays a complete and accurate list of scenarios in the Schedule > Scenarios view and no longer incorrectly contains empty items.
  • WFM now consistently saves changes to agent properties when a time-off type assigned to the agent's time-off rule was recently deleted.
  • WFM now counts paid hours correctly when calculating time-off balances.
  • WFM now consistently displays up-to-date data in the Schedule reports and elsewhere when multiple WFM Servers are deployed and schedule auto-cleanup is enabled.
  • WFM now enables users to enter multiple, longer memos for Exception schedule states and uses compression which decreases truncation and preserves user-entered memos in all but the most extreme cases.
  • WFM now consistently displays all time zones as expected.
  • WFM now opens schedule scenarios successfully when schedule scenarios have a specified extended end date.

October 31, 2020 (8.5.217.18)

What's New

Granular role configuration for Organizations

  • Administrators can now separately assign the Edit and Add/Delete role privileges for the Organization. Splitting the Add/Edit/Delete privilege enables WFM to provide improved security by allowing specific users to edit the organization while preventing them from (accidentally or intentionally) deleting the entire organization. To support backward compatibility, user roles that previously had the Add/Edit/Delete privilege, now have Add/Delete and Edit privileges.
    To implement this feature, contact your Genesys Professional Services representative.

Filter State Group Totals by name

  • Improvements made in the WFM Web for Supervisors (Classic) Master Schedule > State Group Totals and Schedule > Scenario > State Group Totals views, enable users to choose to view the State Group Totals aggregated by name within the business unit, and select the time zone for which the State Group Totals data is displayed.

Support for Microsoft Edge browser

New filter/settings in Web for Agents

  • A new setting, Primary activities only, in WFM Web for Agents enables agents to filter and show only agents with matching primary activities. If agents deselect Primary activities only, WFM shows all agents with activities that match the primary or secondary skills of the logged-in agent. Agents will see the filter in the following views:
    • In the My Schedule view, when creating trade proposals and selecting agents in the Create trade proposals dialog, the Primary activities only check box is selected by default.
    • In the Other Schedules view, a new section Show Agents with Matching in the Filter Schedules dialog enables agents to filter Primary activities only (default) or Primary or secondary activities.
    • In the Trading > Trades view, agents can use Filter by primary activities only when the list is filtered by Community.

Time-Off Transferring Rule Enhancement

  • An enhancement changes the behavior of the time-off transferring rule when configured as follows:
    • The rule End Date falls on the carry-over day of that ending rule
    • The balance is transferred to the next rule
    • The transferred balance (in hours) is greater than the configured maximum carry-over balance of the ending rule
    Then, the transferred balance is equal to the configured maximum carry-over balance of the ending rule.
    WFM applies this functionality only to new carry-over periods (not carry-over periods that have been processed).

Filter agents contributing to Schedule State Totals

Bulk assignment of time-off rules

New columns in Performance > Intra-Day

  • The grid in the WFM Web Performance > Intra-Day view has two new columns under Staffing. The Diff. Calc. and Diff. Req. columns show the values that reflect the difference between Coverage and Calculated, and Coverage and Required staffing for each activity. In addition, the (existing) Coverage column is now under Staffing in the grid.

Resolved Issues

Web for Supervisors

  • In the WFM Web for Agents Schedule > Other Schedules, My Schedule > Create Trade Proposal, Trade > Community views, when filtering a list of agents by selecting My team, My site, or My business unit, if the Primary activity only option is selected and WFM finds no matching primary activity, the filter results show only the logged-in agent. Previously, when using these options to filter agent lists, the filter results incorrectly showed agents who did not match the filter criteria.
  • In the Web for Agents Other Schedules view, when filtering agents' schedules with the Primary activities only option selected, the filter results now show only agents who have at least one matching primary activity. Previously, in special cases, the filter results incorrectly showed agents who did not have matching primary activities.
  • In environments where Single Sign-On (SSO) is setup, users with the correct credentials who have not been assigned access rights to WFM now see the message "The user does not have adequate WFM access to complete this request" in the login error page. If the user refreshes this page in the browser, the error message "Access Denied" displays.
  • Users that do not have role privileges to the Organization > Time Zones view can now successfully copy and save business units, with no error messages displayed.
  • A typo was corrected in the following warning message that displays in the Web for Supervisors (Classic) Organization > Sites view: WFM cannot identify the time zone. Please select a time zone from the list.
  • To provide clarity, WFM now displays the following updated message in the Master Forecast view when users select a date range that is too long: Specified date range is too long. It replaces the message: A WFM Web internal error occurred. Please login again or call your system administrator for help.
  • When the Select agents to view their Intra-Day schedule dialog opens in the WFM Web for Supervisors Classic Schedule > State Group Totals view, WFM now correctly uses the same Name order (first/last name) for agents as the one displayed in the Objects pane.
  • In environments where Single Sign-On (SSO) is setup, while logging into WFM using the correct credentials, some users received the "Oops" error message if they had not been assigned access rights to WFM. WFM now has an updated error message that provides more information in such cases.
  • In the Web for Supervisors (Classic) Master Schedule > Intra-Day view, the Filter now resets the Agent > Activities tree only when the selected site or business unit is changed.
  • WFM now creates the Individual Schedule Report in CSV-friendly format and exports the data to a .csv file with no issues when the last line on the page is a long one.
  • In the latest Forecast UI, users can now successfully select events in the Select Events dialog of the Forecast Build Volume Wizard, even if an overlays does not have associated activities.
  • Users who do not have the Edit Master Schedule permission can no longer make or save changes in the Accessible Schedule Details dialog in the Web for Supervisors Master Schedule > Intra-Day and > Agent-Extended views.
  • In the WFM Web for Supervisors Master Schedule' > Intra-Day'Bold text view, all agents in the Schedule Agents tree, including terminated agents, now display as expected if the view was opened by the WFM UI Launcher and the CFG_SHOW_TERMINATED_AGENTS option was set to true.
  • WFM now schedules an appropriate shift for overtime even when the overtime is requested outside of the shift.
  • WFM now displays all time-off items in batch requests in warning messages, enabling users to check all items and resubmit the entire batch.
  • WFM now provides improved scheduling of multiple group meetings by scheduling all groups at the earliest Start Date and Time only if there are no better dates/times for the meetings, or if the configuration is not sufficiently flexible to accommodate them.
  • Unpaid breaks and meals now can be moved when rescheduling the shift to accommodate overtime, unless the overtime partially overlaps the meal—in that case, WFM does not move it.
  • Schedule State Group (SSG) history overrides now affect the agent's historical adherence by correctly starting from the specified effective date of the override.
  • WFM now consistently displays up-to-date data in the Schedule reports and elsewhere.
  • WFM Web was updated to remove a potential vulnerability in links to contextual Help.
  • Editing and saving User Profiles no longer results in database errors.
  • WFM no longer adds historical change records to the Schedule State Group (SSG) history log if user updates produce no material changes to the SSG.
  • WFM now consistently and correctly preserves the schedule change history, no longer preserving empty schedule history records following schedule modification if the same schedule scenario was previously published more than once.
  • The Master Schedule Change Approval view in Web for Supervisors now correctly displays unapproved schedules of agents that were moved to a different site.
  • WFM now retains the <None> team folder after moving agents to/from that team.
  • An issue is resolved where the WFM ETL cycle sometimes stalled and had to be restarted if a database error (like ORA-25408) occurred during a database writing transaction and was not cleared by re-running the transaction.

Web for Agents

  • The Web for Agents Preferences > Details view now loads and displays correctly after agents log in to the UI using Internet Explorer (IE). (WFM-33386)
  • Now, users can see the actual names of Exceptions and Time-Off items as generic names when hovering their cursor over truncated items in the WFM Web for Agent Other Schedules view. Contact Genesys Professional Services if you want to implement this feature.
  • WFM now correctly applies filters and displays the results if users enter symbols in the Filter by field in the WFM Agent application's Configuration > Browse Shared Transport view.
  • WFM now correctly applies the selected filter in the WFM Agent application's Configuration > Browse Shared Transport view if users select a filter other than the default filter in the Filter by drop-down menu.

May 28, 2020 (8.5.216.06)

What's New

Generic unpaid Exceptions replace unpaid Breaks

  • When processing overtime requests, WFM now uses generic unpaid Exceptions instead of generic unpaid breaks to cover gaps between shifts and overtime when overtime is inserted outside of the shift start/end times.

New complimentary caching method

  • The new, optional cache synchronization method is complementary to WFM's existing automatic synchronization. It reduces database round trips and improves WFM Server performance. This feature is disabled, by default.

Improved responsiveness

  • WFM Server's responsiveness is improved by up to 40% in the Web for Supervisors Schedule > Intra-Day view.

Improved efficiency: cache limitation removed

  • The efficiency of the Schedule cache is improved, limiting the maximum cache size only by available memory.

Improved extraction of statistics

  • The WFM ETL database performance is improved when Activity Performance statistics are extracted from WFM Server.

New Dimension tables in ETL Database

  • The WFM ETL database Dimension tables WFM_BU and WFM_SITE now have an additional column named IANA_TIMEZONE, which is a standard Internet Assigned Numbers Authority (IANA) time zone name assigned to business units and sites. For more information about this feature, see When to use IANA time zones in the Workforce Management ETL Database Reference.
    Important
    The latest WFM Forecast UI requires IANA time zones.

Resolved Issues

Web for Supervisors

  • WFM now correctly determines the start/end times for full-day time-off items during the Time-Off Bidding process in certain configurations when they were set in Rotating Patterns.
  • WFM login sessions no longer fail in load-balanced environments with large loads. Previously, login sessions sometimes failed in these environments, requiring a server restart to clear the failed login message.
  • WFM's Master Schedule Change Approval process now reliably approves selected schedule changes only.
  • WFM Server no longer terminates intermittently when performing user authentication.
  • Users no longer receive Review Batch Request messages when granting multiple Preferred time-off requests from multiple agents, on multiple days.
  • In the latest Web for Supervisors Forecast > Master Forecast > Volumes, > Staffing, or > Shrinkage views, users are now correctly prompted to log in again when a session times out.
  • WFM now correctly shows Preferred time-off requests as Granted in the published schedule if auto publishing is enabled and the agent edits the request.
  • When autogranting time off, WFM now uses standard hours in Contracts to determine the paid hours in special cases.

February 14, 2020 (8.5.215.09)

What's New

Access token is refreshed

  • WFM Web now refreshes the access token so it no longer expires after one hour, causing unexpected errors to occur in various places in the application.

Same site Cookies defined

  • WFM Web's SameSite Cookies property is now set to Strict to ensure that cookies are used only for same site purposes, preventing the Google Chrome browser v80+ default behavior from changing and stopping the delivery of cookies.

WFM Integration with Genesys Cloud API

  • WFM supports integration with Genesys Cloud API for Forecasting using the Genesys Cloud upload service, which supports payloads greater than 3 MB.

Validation of the Overtime Offers

  • WFM now performs validation on the length of Overtime Offers, and no longer saves offers that exceed 6 weeks.

Resolved Issues

Web for Supervisors

  • WFM now processes all Time-Off bidding periods, regardless of the site with which they are associated.
  • Issues are resolved that sometimes caused WFM Forecast coverage to be less than expected when the UME algorithm was used and the forecast included historical events.

Web for Agents

  • WFM now consistently saves agent information that has been modified.

January 8, 2020 (8.5.215.07)

What's New

JSP files in Tomcat Secured

  • Following best practices and to improve security, JSP files in the WFM Web Application are now stored inside Tomcat's /WEB-INF directory, thus preventing users from browsing directly to these files.

Time-scale bar in Web for Agents

  • A time-scale bar with 1-hour segments (above the Time-Off Limits bar) is now available to agents when adding and editing time-off requests in the WFM Agent Time-Off > Calendar view. Agents can also click anywhere in the Time-Off Limits bar to see the Period, Time-Off Limit and Wait-List details for that interval.

Start/End times in Web for Agents Calendar

  • Agents now see the start and end times for calendar or scheduled items by using the new Show start/end times setting in the WFM Agent Preferences > Calendar view and Schedule > Other Schedules view. Agents can optionally change the settings to see the name of the calendar or scheduled items (such as Availability, Vacation, etc.) by clearing the Show start/end times check box in the Settings dialog.

Schedule details in Agent UI tooltip

  • The Agent UI enables agents to see schedule items details displayed in a new tooltip by hovering the cursor over truncated schedule items in the Schedule > Other Schedules view.

Agent (Classic) UI deprecated

  • The WFM Web for Agents (Classic) UI is deprecated and will be unavailable in future releases. Genesys recommends that you change the configuration to display the current Agent UI instead of the Agent (Classic) UI. Contact your Professional Services Representative for assistance.

WFM Graph Reports not supported with OpenJDK

  • WFM graph reports are no longer supported with OpenJDK.

Resolved Issues

Web for Supervisors

  • The Performance > Intra-Day view now displays empty cells if WFM returns non-integer values.
  • In the latest WFM Supervisors UI, WFM now renders the week start day in the date range calendar, based on the browser's locale setting.
  • Supervisors attempting to access the WFM subsystem, are now redirected to the Login page if they do not have access permission.


September 30, 2019 (8.5.214.20)

What's New

Redesigned Forecast module

  • WFM Web for Supervisors now includes a redesigned Forecast module, enabling access to existing forecasting functionality and features, but with many user-friendly enhancements, wizards, and tools. Web for Supervisors (Classic) Forecast module is still supported and available. The Forecast module is currently available only in English.
  • The Forecast module can include a setting that lets Supervisors switch between the Classic Forecast UI and the re-designed UI. The Forecast UI must be configured to include the setting. If the New UI setting is not included in your WFM Web for Supervisors Forecast module, contact your Genesys Customer Care representative to request the feature.
  • AI-powered forecasting is introduced in the redesigned Forecast module, providing a sophisticated, automated build method that uses the best of the best forecasting algorithms provided through the Genesys hosted-cloud infrastructure.
  • The Workforce Management Supervisor Help is a context-sensitive Help that describes the redesigned Forecast interface. The Workforce Management Supervisors (Classic) Help is still available.
  • The Overlays view in the redesigned WFM Web Forecast interface is enhanced, enabling supervisors to adjust Spread over distribution to 15 or 30 minutes (in addition to 60).

Log In splash screen

  • The WFM Web Log In splash screen is updated, displaying the latest Genesys branding and logos.

WFM Web UI Launcher

  • The WFM Web UI Launcher application can be downloaded from within WFM Web for Supervisors and after deployment, used as the default application to open .wfm files in the same session. For instructions on how to deploy the UI Launcher, see the Workforce Management Web for Supervisors (Classic) Help.

OpenJDK support

  • WFM Web now supports OpenJDK 11.

WFM Web for Agents interface options

  • The WFM Web for Agents interface can be configured so that only the Agent interface or only the Classic Agent interface appears, with no option to switch, or it can be configured so that the Agent interface appears but with an option in the Log off drop-down menu that enables agents to switch to the Classic Agent interface. To request a change in how your WFM Web for Agents interface displays for users, talk to your Genesys Customer Care representative.

Enhancements to Payback Exceptions feature

  • Agents can now use their desktop or mobile devices to insert Payback without adding an Exception. Your system must be configured for this functionality. Contact your Genesys Customer Care representative to request this feature.

Editable fields in Skills tab

  • The values in the Min. level and Max. level fields in the Web for Supervisors Activity > Skills tab can now be edited at any time.

Supported browsers

  • Google Chrome 73.0 or later
  • Mozilla FireFox 60.5 or later

Discontinued support

  • Java 7 is no longer supported.

Resolved Issues

Web for Supervisors

  • WFM Web now calculates the duration of full-day Time-Off items and Exceptions as follows:
    • The duration of paid, full-day Time-Off items and Exceptions is equal to Paid Time.
    • The duration of unpaid, full-day Time-Off items and Exceptions is equal to Standard Daily Paid Hours from the agent's contract.
    If Start Time and End Time values are specified for Time-Off items and Exceptions, the duration is estimated as the difference between those values.
    In Genesys Administrator, if the Reports > TotalsInStatesReport property is set to true, WFM uses the daily totals for calculations.
  • The size of the [X] Weeks text field has been increased to 55 pixels in the Performance Report > Date Range settings.
  • The values in WFM Web's Time-Off Balance and Time-Off Management reports are now the same. Starting in 8.5.212.21, the balances differed by 1 minute due to the way in which WFM Web rounded off seconds in time-off balances .
  • WFM Web now excludes duplicate information about selected activities from the Contact Center Performance report.
  • WFM Web for Supervisors Schedule > Intra-Day and Schedule > Agent-Extended views now show all scheduled items in the correct colors.
  • Exceptions and Time Off items that are ineligible for schedule trades now display in their default color and do not appear as separate items in the Legend in the Other Schedules view.
  • Users can now activate the "Skip to main content" link by pressing the Enter key in JAWS. Users who are not using JAWS can activate this link by pressing the Enter key or Space bar.
  • WFM now restricts editing of Agent Properties in the Web for Supervisors UI unless users are assigned the Add/Edit/Delete privilege in Configuration > Organization.
  • WFM Web now processes updated Calendar items without errors after validation.
  • WFM Web's Java applet signing certificate signature includes a timestamp, meaning the code signature will not expire after the code signing certificate expires.
  • WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expired on June 11, 2019. Continuing to use an older release of WFM after the expiration date might cause Warnings or Error messages to appear when you use Web for Supervisors Java-based views.
  • The RUN_JAVA_STANDALONE setting in WFM Web for Supervisors About > Settings is now of type ENUM and can be set to Off (plug-in used) or Java Web Start. Previously this setting was of type BOOLEAN.
    When RUN_JAVA_STANDALONE is set to:
    • Off (plug-in used) (default)—The Java-based modules in WFM Web opens in a separate windows using the Java plug-in, in the browser.
    • Java Web Start—WFM displays the following message: The selected view opens as a separate application. If it does not open automatically, save the file with the .jnlp extension and open it separately. The .jnlp file is then generated automatically and the Java-based modules in WFM Web open in a separate window.
  • The list of weekday names now appears in the correct language in the Forecast > Volumes view, according to the configured locale.
  • WFM Web for Supervisors Java Plug-In now uses Arial Unicode MS font when translated into Chinese and running on Windows 10 version 1803 or higher.


Web for Agents

  • Buttons and check boxes in WFM Web for Agents are now labelled to support JAWS accessibility standards.
  • WFM now trims the seconds from time-off balances before displaying them in Web for Agents. For example, 5:59:47 now displays as 5:59 in the agent's Time-Off Balance pane.
  • To provide clarity in WFM Web for Agents, the word "Slots" was changed to "Bids" in the list of Overtime Offers and in the Details pane to the right of this view. Also, the label Shift used for overtime in the drop-down list was changed to Add overtime to this shift.

November 2, 2018 (8.5.211.06)

What's New

Minimum Consecutive Working Days

  • The new setting Minimum consecutive working days, in the WFM Web for Supervisors Contracts > Constraints tab, enables supervisors to set the minimum number of consecutive working days an agent must be scheduled before any scheduled day off.

Platform Support

  • Support for Java 10. Starting with Java 9, browsers no longer support Java plug-ins. WFM provides a workaround to enable Java Webstart to start as a standalone application that contains Web for Supervisor Java-based views. To enable this feature, speak to your Genesys Customer Care representative.
  • Support for the Microsoft Hyper-V virtual platform.
  • Support for Microsoft Windows Server 2016.

Overtime Bidding

  • Enables WFM to schedule agents' overtime bids (associated with Overtime Offers) within the existing overtime scheduling process. Supervisors with the appropriate role privileges can create Overtime Offers in the new Overtime Bidding view and initiate the automated overtime scheduling process. Agents can then bid on overtime slots in Overtime Offers in the Bidding > Overtime view after the supervisor marks the offer as "Open".

Agent Mobile Client

  • The Workforce Management Agent Mobile Client now includes the My Schedule, Trading, Time Off, Preferences, and My Settings modules and views, enabling agents to perform the several tasks on their mobile devices.

Presentation Properties in My Schedule

  • In WFM Web, agents can now narrow the range of hours in the My Schedule view to display only the hours in their contract. Agents enable this feature by opening the Settings dialog box and checking the Presentation Properties > Use contract hours check box.

Multi-Site Trading

  • WFM Web now supports multi-site trading. Agents use the the new Trading > Trades view in the Agent UI to trade schedules with other agents located at different sites when Activities within the schedule are configured as Multi-Site Activities.
    The following views in the WFM Web for Agents UI are enhanced to support multi-site trading
    • Schedule > Other Schedules
    • Schedule > My Schedule > Create Trade Proposals
    • Schedule > My Schedule Details > Create Trade Proposals
  • Warning messages in Web for Supervisors Trading > List of Trades view are improved to support multi-site trading. Now supervisors see:
    • Appropriate warning messages when approving trades that involve agents from two different teams when they only have access rights to one of those teams.
    • Warning messages for each non-compliant agent involved in the trade.

Enhancements to Time-Off Bidding

  • WFM now shows the bidding period status as Processed in the WFM Agent interface Time-Off Bidding Periods view and on the Status tab in Web for Supervisors Configuration > Time-Off Bidding Periods view when the agent's time-off requests have been processed.
  • Available agents in WFM Web can now be associated with a bidding period when filtered by Multi-Site Activity.
  • WFM Web's Time-Off Bidding Period property Processing Finish Date and Time has been renamed Closing Date and Time.
  • Supervisors can (optionally) configure WFM to allow agents to submit only full-day time-off requests for a specific bidding period.
  • Supervisors can now see the selected agents' time-off details in Web for Supervisors Configuration > Time-Off Bidding Periods > Status view.

Agent Mobile Client Preview

  • WFM introduced a preview version of the WFM Mobile Client for Agents that includes functionality in the Schedule, Time off and Preferences views, similar to the WFM Web for Agents desktop UI. The Mobile Client is supported on:
    • Android devices running the latest version of the Google Chrome browser.
    • iOS devices running the latest Apple iOS platform update and built-in Safari browser.

Exceptions with Payback

  • Exceptions with Payback enable supervisors and agents to insert unpaid part-day Exceptions into schedules to indicate missed work time, and insert work intervals into schedules to pay back or recoup it. WFM automatically optimizes these agents' schedules. The inserted work, which is indicated by Marked Time of type Payback, provides metrics for the Schedule Marked Time Report and Schedule Marked Time Totals Report.

Ability to Rollback Exceptions

  • Rollback Exceptions enable agents to roll back to a committed schedule after successfully entering Exceptions.

Role-based Access to Web for Agents

  • Role-based access to WFM Web for Agents enables administrators to determine which agents have access to certain features and functionality in WFM Web for Agents. Using Genesys Administrator, they can add agents to Access Groups that are assigned to appropriate WFM roles, or assign individual agents directly to roles. To enable this feature, contact your Professional Services representative.

Non-Tradable Items in Other Schedules

  • Agents can use a new setting in the WFM Agents Other Schedules view to see which schedules are non-tradable. After enabling this setting by selecting the Indicate non-tradable items check box, schedules that cannot be traded are displayed with a gray background.

Hide Non-Tradable Exceptions and Time-Off

  • Administrators can now replace the actual names of non-tradable Exceptions and Time-Off items with generic names in the Web for Agents' Other Schedules view, enabling them to hide sensitive information, if required. To enable this feature, contact your Professional Services representative.

Improved Report Generation

  • WFM has improved generation of the Agent Adherence Report when it contains millions of records. (WFM-27127)

New WFM Agent Interface

  • A new WFM Agent user interface is introduced in this release.

New WFM Agent Help

  • The Workforce Management Agent Help is introduced in this release, which describes the new Agent user interface and explains how to use it. The previous version of the Help is renamed Workforce Management Web for Agents (Classic) Help

Added Features in New Agent Interface

  • In the Schedules view, agents can now print their schedules for 1-6 weeks or for the Planning Period.
  • In the Time Off view, agents can now choose the month from which to present data to more easily view and request time off in the view, rather than navigating between calendar year periods.
  • The Schedule > Other Schedules view now:
    • Displays Activities details, such as start and end times.
    • Clearly identifies full-day Time-Off items by name and with a colored bar above the name.
    • Displays Activity Sets in their configured colors, enabling agents to see who is working on which Activity Set.
    • Agents can now search on agents' names.

New Marked Time Type Preserved

  • WFM now preserves Marked Time of type Overtime and Payback during Intra-Day schedule reoptimization. The Marked Time of type Payback is new in this release.

New Column in Agent Extended Views

  • The Web for Supervisors Master Schedule > Agent Extended and Scenario > Agent Extended views now include a Weekday column, that shows the name of the weekday.

Ability to choose Scheduling Mode

  • The Scheduling mode in WFM Web is now set in Policies > Contracts > Constraints, enabling both Task Sequences and Activity Sets to be scheduled for a site simultaneously in one Schedule Scenario.

New Schedule Scenario Wizard

  • In WFM Web's New Schedule Scenario wizard, when Schedule Scenarios are based on Forecast Scenarios, all Activities from the Forecast Scenario are selected, by default.

Improved Visibility for Auto-commit Indicator

  • In the WFM Web for Supervisors Schedule > Master Schedule > Intra-Day view, the Auto-commit icon now clearly indicates when the auto-commit action is enabled and disabled, by displaying brightly when enabled (on) and dimly when disabled (off).

Specify Colors for Business Units Separately

  • WFM Web for Supervisors Configuration > Colors view now enables supervisors to specify distinct default colors for each Business Unit.

Enhancements to Time-Off Bidding

  • A new implementation of the Time-Off Bidding feature includes the following improvements and enhancements:
    • A new bidding process flow, in which time-off requests for a bidding period are processed multiple times, allowing agents to make changes to comply with time-off limits and bidding period constraints.
    • The option for supervisors to create and configure multiple Bidding Period objects for the same time-off request interval.
    • New properties in the Bidding Period object, enabling better control and assignment of agent time-off requests, such as:
      • The First come, first served property now uses the time that the agent last changed his/her status to Ready as the sorting criteria to ensure a uniform sort order in the bid assignment process.
      • The Maximum number of <weeks, days, hours> that can be requested properties restrict the number of weeks, days, and hours that an agent can request within a bidding period.
      • The new Minimum Consecutive Days property, which replaces Minimum Days.
      • The Do not process property enables supervisors to suspend or resume the bid assignment process.
      • The Allowed Agent Timeout property enables supervisors to set a timeout interval to allow agents to change their time-out requests to conform with time-off limits and bidding period constraints.
    • New agent bidding statuses, enabling supervisors to manage the flow of the bidding process in Web for Supervisors, and agents to manage their status when bidding for time off in Web for Agents.
    • A new constraint requires agents to submit time-off requests, in which all items in the request are either within or outside of the bidding period time-off interval. Agents must enter time-off requests that cross the bidding period boundaries as multiple separate requests.
    • WFM now counts only Granted and Scheduled time off when presenting values in the Time-Off Limits view in Web for Agents. Agents will see these values when requesting time-off within an open bidding period.
    • A new Notification of Time-Off Bidding Changes is sent to supervisors and agents when time-off requests cannot be granted, or when the agent is skipped after the configurable timeout interval has expired.
    • This feature supports migration of earlier 8.5.x releases.

Java Plug-In for Browsers

  • WFM Web now allow supervisors to use Java-based views in browsers that do not support the Java plug-in.
    The RUN_JAVA_STANDALONE setting in Web for Supervisors About > Settings... view enables users to run Java views from browsers that do not support Java Plug-Ins. If this setting is checked, WFM generates a file, downloads it, and automatically launches the applet. However, you might have to save the file to your hard drive and start it, as you would any other application. It then starts as a standalone Java Webstart application, containing Java-based supervisor views. There are limitations when using the Java plug-in. To enable this feature, contact your Professional Services representative.

Added Windows Server Support

  • Added Microsoft Windows Server 2016 support.
  • Added Microsoft Windows 10 support for the WFM web-based application only (Supervisors and Agents).

Detection of Proxy Settings in Browsers

  • WFM Web now detects the browser's proxy settings when running Java applet-based views in Web for Supervisors, preventing issues that could arise (applet-based views could stop working) if the proxy was configured in the browser for network connections.

Sorting and Filtering in Schedules

  • In WFM Web for Supervisors Schedule > Intra-Day and Schedule > Weekly views:
    • Filtering by Shift Name is now enabled.
    • Sorting by the Shift End Time is now enabled.

Prevention of Deserialization Vulnerabilities

  • WFM Web now prevents the class of vulnerabilities related to Java deserialization. This update prevents not only the specific case described on the web page (linked below), but any other yet unknown cases by explicitly restricting deserialization only to specific known classes. For more information about this vulnerability, see foxglovesecurity.com.

Protection Against Clickjacking

  • WFM enables enforcement of protective measures against clickjacking. Clickjacking, also known as "UI redress attack" is a malicious technique that tricks a Web user into clicking on a button or link on another page when they intended to click on the the top level page, thereby hijacking clicks and routing them to another page, most likely owned by another application, domain, or both.

Protection Against Session Fixation

  • A new WFM security feature prevents vulnerability of Session Fixation by changing the session identifier after a user logs in and logs out.

New Time Zone Setting

  • A new Time Zone setting named Local is now available in the Calendar Items view. Selecting this setting displays calendar items in each site's time zone for the selected days. Calendar items from different sites are not directly comparable when this setting is selected.
    In addition, selecting this setting enables you to publish calendar items to schedules without having to switch to the specific time zone (as described in WFM-25117), even if the items displayed are from different sites with different time zones.

Exception Memos

  • When adding Exceptions in Web for Supervisors Schedule views, supervisors can now add exception memos (or comments) consisting of up to 256 characters to the following:
    • Intra-Day Schedule view
    • Agent-Extended Schedule view
    • Individual Schedule report
    • Team Schedule report
    Supervisors with privileges to access these views can also edit exception memos.

Meeting Name Displayed in Schedules

  • When Meeting Exceptions are scheduled in Web for Supervisors Schedules views, the meeting name is now shown next to the Meeting Exception name. For example, exception_name, meeting_name (exception_memo) will be shown in the Intra-Day and Agent-Extended schedules.

Exception Memos in Agent UI

  • Agents can now enter Exception memos in the WFM Web for AgentsMy Schedule view and then see them (read only) in the Schedule Details views, and printed schedules.

Comment Field Renamed

  • The Comment field in Exception properties is renamed Memo. In the following views and reports, where there are lists, grids, or reports with columns used not only for memo, but also for comments about other Calendar item types, the name is changed to Comment/Memo:
    • In Web for Agents Preferences view
    • In Web for Supervisors:
      • Calendar > Calendar Items view
      • Reports > Calendar Items report and report wizard
      • Reports > Calendar Audit report and report wizard

Improved Presentation of Performance Data

  • In Web for Supervisors Schedule > Intra-Day, the presentation of performance data is improved and now displays strings with empty values as empty (rather than zero).

Added Virtual Platform Support

  • Support for virtual platform ESXi 5.5.

Added Browser Support

  • Support for Firefox ESR 38.

Resolved Issues

This is the first WFM 8.5.2 release in Genesys Engage cloud. There are no resolved issues.

August 09, 2016 (8.5.101.29)

What's New

Improved Response Time

  • WFM's response time is improved when inserting Time-Off items.

Resolved Issues

Web for Supervisors

  • The Calendar Items view in Web for Supervisors now shows week day names correctly if the time zone is changed when using English\New Zealand or English\Australian regional settings.
  • WFM Web no longer displays the message An unexpected issue occurred while processing this request when users logs out after a new window is opened and then closed.
  • The WFM Web for Supervisors interface no longer freezes when several windows are open and users are working/performing actions in these windows.
  • WFM Web's Schedule > Intra-Day view now consistently refreshes Performance data when switching between dates.
  • In specific scenarios, WFM no longer allows agents to request time off when they have insufficient Time-Off balances, as it could result in negative Time-Off balances.

July 8, 2016 (8.5.101.27)

What's New

Improved Forecast Import Functionality

  • WFM Web for Supervisors Forecast Import functionality is improved and now enables partial-day data to be imported successfully.

Resolved Issues

Web for Supervisors

  • WFM Web for Supervisors Schedule > Intra-Day view now consistently refreshes Performance data when switching between dates, and correctly displays matching data in the Schedule.
  • WFM Web for Supervisors Home screen now displays the correct background colors when applying the High Contrast theme, improving usability.
  • Supervisors can now enter locale decimal numbers into the Wage field in the Web for Supervisors' Configuration > Agents view and save the data.
  • WFM Web for Supervisors now displays the correct message when the size of the imported file exceeds the configured limit in the Forecast > Import view and the Import progress bar now shows accurate progression.
  • WFM Web for Supervisors Forecast Import functionality now provides improved handling of data containing gaps or days that should be ignored, and no longer causes errors.
  • WFM Web for Supervisors Forecast > Import wizard has a new field, enabling optional specification of the character set if a character set must be specified in special cases and used to save imported data files.
  • WFM Web for Supervisors Statistics pane in the Organization > Activities view now opens faster in browsers when the Genesys Configuration database contains thousands of objects.
  • After changing and saving Role Privileges in WFM Web for Supervisors Configuration > Roles view, you can select No or Cancel with no error messages displaying.
  • WFM now displays information in the Web for Supervisors Master Schedule > Changes Approval view without empty lines being added to tables or error dialogs displaying.
  • WFM now correctly displays shifts in schedules in WFM Web for Supervisors Master Schedule > Intra-Day view after opening the Schedule History dialog and clicking Cancel.
  • WFM Web for Supervisors now correctly copies Shifts to the same site and the references to the associated Task Sequences are copied when the Task Sequences must always be used option is specified.
  • When separate WFM Web for Supervisors instances are configured to generate reports, supervisors can now continue working in WFM Reports without having to log in again.
  • WFM now accurately detects total Distribution Value percentages in Web for Supervisors when it adds up to 100 percent and no longer produces an error message.

Known Issues

  • In WFM Web for Supervisors Classic UI, Schedule State Groups (SSG) are incorrectly displayed in the site's time zone when a child activity (within a multi-site activity) is selected in the Forecast > Shrinkage view.
  • When using FireFox ESR browser on Windows, if a Help topic is opened from any dialog within WFM Web for Supervisors interface, the topic appears with the dialog window on top of it and you cannot scroll the page until the dialog window is closed. When using Internet Explorer, the dialog overlaps the Help topic, but you can scroll the page without closing the dialog.
This page was last edited on November 1, 2021, at 16:04.
blog comments powered by Disqus