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Workforce Management Server Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
07/31/15 General X

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Workforce Management

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List of Release Notes

What's New

This release contains the following new features and enhancements:

  • WFM Server now supports time-off limits for specific Time-Off types by verifying two limits for each type—the existing limit for All Time-Off types (the default setting in the Calendar > Time-Off Limits view) and the new type-specific Time-Off limits. Previously, WFM Server supported only one limit per Team, Site, Activity, or Multi-Site Activity.

    WFM currently checks all time-steps that intersect with Time-Off items against the following limits:
    • The agent's Site limit
    • The agent's Team limit (if a limit is assigned to the team)
    • All limits associated with Activities that the agent is working on that day (skilled Activities, not scheduled)
    • All limits on Multi-Site Activities to which the agent Activities belong (if any)

    The limits listed above are currently applicable to Time-Off types that are configured with the Counts towards Time-Off Limits setting enabled.

    After feature implementation, in addition to the above limits WFM will check the type-specific limits. Since each Time-Off item belongs to a single Time-Off type, for each item being processed, WFM will check the limits that apply to that Time-Off type only. Then, because these Time-Off limits can be configured for Sites, the agent's Team, Activities, and Multi-Site Activities, WFM will also check all objects (that are applicable to the agent objects described above) for type-specific limits. If the limit is reached by any of the agent's Time-Off items, WFM will not process the Time-Off request.

    WFM Server applies Time-Off limits to all configured Time-Off types that contribute to the total Time-Off limit when:

    • Agents enter Time-Off requests
    • Supervisors grant time off
    • WFM automatically processes the wait-list
    WFM Server also calculates the available Time-Off slots based on the Time-Off type being requested or granted. WFM Server calculates the correct number of Time-Off type slots by checking two sets of limit values—one for All Time-Off types and another for the specific Time-Off type. (WFM-23124)
  • WFM Server supports new features in WFM Web that enable you to more effectively assign agents to Rotating Patterns and easily determine how agents are distributed among weekly rotations. WFM Server supports new sorting, distribution, and filtering of agents among weekly rotations.

    Access this functionality in WFM Web for Supervisors in the Policies > Rotating Patterns > Associated Agents view. For more information about these new features, see the WFM Web 8.5 Release Note. (WFM-23176)

  • Resolved Issues

    This release contains the following resolved issues:

    WFM Server now responds faster when prompted to prepare data for display in the Performance Information Graph in some scenarios. This issue was originally fixed in WFM-23495. (WFM-23509)

    WFM Server now uses less memory when caching schedule coverage for the Schedule Intra-Day view. Previously, WFM Server sometimes used an excessive amount of memory when schedule coverage was displayed in the Schedule Intra-Day view if the coverage included hundreds of Activities. (WFM-23507)

    WFM Server now correctly resolves Time-Off statuses for all Time-Off types. This issue was originally fixed in WFM-23376. (WFM-23490)

    WFM Server now responds faster when prompted to save the Intra-Day Schedule and display the Performance Graph. (WFM-23489)

    The method that retrieves Forecast parameters from the WFM database has been improved and no longer produces database errors. Previously in certain Oracle Relational Database Management System (RDBMS) configurations, a database error would sometimes appear in default WFM Server configurations. (WFM-23475)

    WFM Server performance is now improved when returning indicators that specify whether data (IV, AHT, or Staffing) is present for Activities in a Forecast Scenario. This issue was originally fixed in WFM-23339. (WFM-23474)

    WFM Server now schedules Breaks in the correct time slots when multiple Shifts are inserted with Shift items in the Intra-Day Schedule. Previously in this scenario, WFM Server incorrectly scheduled all Breaks into the same time slot. (WFM-23279)

    After deployment of the WFM Language Pack (LP), all instances of the word Vacation are now translated into the correct language in WFM Web. Previously, after deployment of the WFM Language Pack (LP), some instances of the word Vacation incorrectly appeared in english, rather than the language of the LP. (WFM-23259)

    The Schedule State Group (SSG) history now loads correctly. This issue was originally fixed in WFM-23224. (WFM-23178)

    The Performance Graph in the Schedule Intra-Day view now displays significantly faster when the selected target is a Business Unit or Multi-Site Activity. (WFM-23149)

    The Schedule Totals report now displays accurate totals for Activities. Previously, Activity totals were sometimes calculated incorrectly if some schedule states (like Breaks) started and ended in the middle of a 15-minute timestep. (WFM-23148)

    WFM Server now processes unused bonus hours correctly, with no Time-Off Balance reporting discrepancies. Previously, there were discrepancies in used bonus hours in Time-Off Balance reporting if bonuses had no end time and the Time-Off Management report or Time-Off Balance report periods were longer than 6 weeks. (WFM-23123)

    The Overtime column in schedules now sorts correctly, as designed. Previously, this column did not sort correctly after Contract-defined Overtime was replaced with Marked Time-based Overtime. (WFM-23101)

    The Forecast Scenario can now be viewed even if all scenario Activities are deleted by the user. Previously, if the scenario Activities were deleted, the Forecast Scenario was no longer visible. (WFM-23096)

    A new parameter in WFM API supports WFM Server by enabling it to calculate Time-Off balances while excluding carry-over hours, providing accurate data when calculating time off. Carry-over hours are now calculated using a separate algorithm. (WFM-23070)

    WFM Server has a new configuration option in its ConfigService configuration section. The AcceptZeroSkillLevel option, which was previously in Data Aggregator, controls the same functionality (including default behavior), but is now performed by WFM Server. For a detailed description of this option, see the WFM Server Options in the Workforce Management Administrator's Guide. (WFM-23008)

    WFM Server supports importing of Forecast IV and AHT from Partial-Day data in WFM Web's Forecast > Import view. Previously, WFM Server only supported import of Full-Day data (from all timesteps in the day). (WFM-22973)

    Now after Automatic Carry Over, if an agent's Time-Off Rule changes, the previous (historical) Time-Off Rule's end date becomes the date that the change occurred. Previously, the Automatic Carry-Over process did not update inactive (historical) Time-Off Rule records. (WFM-22665)

    WFM Server now moves agents between teams 50% faster than in previous versions. (WFM-21671)

    WFM Server's algorithm used to determine Full-Day Time-Off paid hours has been improved, and now considers the agent's eligible Activities open hours. Previously, WFM Server only considered available Contract and Shift start/end times. (WFM-21216)

    Upgrade Notes

    No special procedure is required to upgrade to release

This page was last edited on April 27, 2016, at 00:27.
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