Workforce Management Server Release Notes
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This release includes the following new features and enhancements:
- Multi-Channel Adherence—Multiple media channels in Schedule State Groups track agent real-time states in the Web for Supervisors Adherence module; WFM Agent Adherence and Agent State reports now include historical multi-channel adherence percentages and non-adherence events for each channel separately.
- Time-Off Bidding—Time-off requests are processed within a configured bidding period for selected date ranges. When this feature is enabled (default), WFM delays granting agent time-off requests (that fall within the bidding period) until the processing date for that bidding period. On that date WFM grants time-off requests, based on configurable criteria. Then, if there are available slots in time-off limits, WFM processes any time-off requests that were not granted, based on their submission order.
- Supports Microsoft Windows Server 2012, native 64-bit.
This release contains the following resolved issues:
WFM Server now correctly applies Exceptions with the Allow Breaks and Meals during exception option checked when resolving Calendar item statuses. Previously, if multiple Exceptions were entered for the day, WFM Server incorrectly omitted the Allow Breaks and Meals during exception option when determining compatibility with this Exception and Shift with Meal(s). (WFM-21730)
WFM Server now correctly calculates the Activity Scheduled Queue after the Schedule Scenario is built. Previously, WFM Server incorrectly calculated the data from the Schedule Scenario for each day after the first day. (WFM-21681)
No special procedure is required to upgrade to release 8.5.000.12.