RestoreTerminatedAgents
Section: ConfigService
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.215.09
Modified: 8.5.219.11
Specifies whether WFM prevents creating duplicate agents when they are deleted and then recreated in Genesys Administrator.
If this option value is set to true, WFM does not create duplicate agents in the WFM Database, but recreates these agents by associating them with their previously deleted employee ID.
This option value is set to true, by default.
AgentScheduleRollback
Section: ScheduleService
Default Value: 1
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Introduced: 8.5.220.15
Specifies whether or not an agent can roll back their schedule changes. The possible values are:
- 0 - The agents are not allowed to roll back approved schedule changes.
- 1 - The agents are allowed to roll back their schedule changes.
- 2 - The agents are allowed to roll back their schedule changes except for the approved overtime.
8.5.220.15
Workforce Management Server Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Mac | Solaris | Windows |
|---|---|---|---|---|---|---|---|
| 02/09/24 | Update | X |
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What's New
This release contains the following new features and enhancements:
- If the agent performs a rollback of an automatically approved exception that has a payback on another day shift, the exception will now be removed along with the related payback. (WFM-37315)
- Agents are now allowed to rollback their schedule changes using the new option AgentScheduleRollback. Previously, agents submitted their overtime request bids, and when they became approved as part of their schedule, agents were able to delete the schedule changes via their agent user interface. (WFM-37182)
- Master schedule changes committed after an agent's pending changes are now merged with the agent's pending schedule, if possible. Incompatible changes will automatically decline the agent's pending schedule. Calendar time-offs previously auto-approved and published to the master schedule will no longer auto-approve existing pending schedules for the same dates. (WFM-36830)
Resolved Issues
This release contains the following resolved issues:
WFM Server is now compatible with Genesys URS skills-based routing even when RestoreTerminatedAgents option is enabled. Previously, some WFM agents were not recognized by Genesys URS if those agents were terminated and later restored back in WFM. (WFM-37242)
The negative variance values are now correctly presented in the Performance > Intra-Day view of the new user interface. Previously, “-” was shown instead of the negative values. (WFM-37209)
The comments added to the master schedule for the terminated agents are now properly kept and displayed across the corresponding master schedule modules. Previously, the schedule comments of the terminated agents disappeared in some scenarios. (WFM-37171)
The total hours for the paid full-day time offs and paid full-day exceptions are now calculated correctly in the Schedule State Group Totals view. (WFM-37169)
The schedules sorted by start or end times in the schedule intra-day view are now sorted correctly, even when schedules from multiple different time zones are selected. (WFM-37168)
The overtime added before or after the shift is now scheduled correctly. Previously, some breaks on the shift were not scheduled correctly if there was extra shrinkage scheduled. (WFM-37135)
The race condition is discovered and addressed in WFM Server that sometimes caused the WFM Server to terminate unexpectedly while running configuration synchronization task. (WFM-37000)
Upgrade Notes
No special procedure is required to upgrade to release 8.5.220.15.