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This is the first 9.x release of Contact Center Advisor and Workforce Advisor.

Contact Center Advisor and Workforce Advisor Release Notes

Release Date Release Type Restrictions AIX Solaris Linux Windows
07/05/18 General Under Shipping Control Platform independent within supported platforms*
*There is one Installation Package (IP) for Advisors. The OS Group identified on your software DVD might be "Windows", but the installation file can be used with a Windows platform or a Linux platform.

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What's New

This release contains the following new features and enhancements:

  • Support for Mobile Devices — You can now view the Contact Center Advisor (CCAdv) and Workforce Advisor (WA) dashboards on your mobile device. You can view the full desktop dashboard on your mobile device, if necessary, but the dashboards are available as an optimized view that is intended specifically for mobile device users. The CCAdv and WA mobile views give you access to the desktop dashboard's Contact Centers pane and Alerts pane. See the Genesys Contact Center Advisor and Workforce Advisor Help for more information.
  • Configuration Simplification — The Base Object Configuration page has been removed from the administration module. All CCAdv/WA agent groups and applications are now directly configurable on the Application Configuration page. Objects are now loaded into the administration module and are listed as available for application configuration and the mapping of agent groups. For additional information, see the Advisors Platform Release Note.
  • Changes to Object Filter Configuration — You now configure an object filter as an Annex option on the filter attribute value. You enter the filter expression in the Option Value field when you create the filter option. You can also add a NameFormat option to control the filter's display name for presentation purposes.
    The lists of available applications and agent groups in CCAdv and WA are automatically segmented when there is at least one object segmentation filter configured. Interaction queues and calling lists are excluded from the automatic filter segmentation as statistic filters are not generally applicable for interaction queue and calling list metrics. For more information, see the Application Configuration page in the Genesys Contact Center Advisor and Workforce Advisor Administrator User's Guide.
    If you plan to use a certain filter for application or agent group segmentation, then you must add an ObjectSegmentationFilter option to the Filter section of the corresponding filter in order to see the segmented applications or agent groups on the Available panes of the administration module's Application Configuration page. Once all applications and queues that need to be segmented with a given filter are configured, Genesys recommends that you remove the ObjectSegmentationFilter option from the filter business attribute. The presence or absence of the ObjectSegmentationFilter option in the filter business attribute has no impact on already-configured applications or agent groups, but its presence can create unnecessary overhead related to the display of available applications and agent groups in the administration module.
  • Updated Migration Wizard — For migrated installations, you must run the migration wizard in order to move existing filter definitions to the Annex section in Configuration Server. Use the Reconfigure Advisors Filters Business Attributes option on the migration wizard.
  • Changes to Bulk Configuration — Application and agent group names no longer need to be presented in the form of concatenated tenant name, base object name, switch name, and filter name; that is, [tenant name] [base object name or number] / filter name@switch. Instead, the bulk configuration structure contains separate fields for what was previously the parts of the concatenated object names. The Application Name and Agent Group Name columns should now only contain the base object name or number as it appears in the Configuration Server. The tenant name, switch name, and filter name are added if applicable or necessary. For data transformation, data content, and other details, see the CCAdv/WA Bulk Configuration section in the Genesys Performance Management Advisors Deployment Guide. Applying the 9.0. bulk configuration object creation script to a Platform database that has bulk configuration tables containing the concatenated names used in the previous versions will transform the names as required in release 9.0.
  • Dashboard usability enhancements — The following enhancements have been made to the CCAdv/WA dashboards:
    • The order in which channel filters (Voice, Web Chat, E-Mail, and All) display in Column Chooser and on the dashboard is now consistent across the applications.
    • Tooltips are easier to read.
    • For increased visibility, the highlighting on a row that you have selected in a pane is now dark blue. In addition, when you make a selection in the Applications or Contact Groups pane, rows for related agent groups are highlighted in dark blue in the Agent Groups pane.
    • To increase the amount of data that can be viewed onscreen in each CCAdv/WA dashboard pane, the dashboards are now more compact and the Agent Groups pane has been moved to the lower, right-hand side of the dashboard.
  • Metric Graphing Enhancements — The following enhancements have been made to metric graphing:
    • There is a new configuration parameter for metric graphing in CCAdv and WA. The waredhoused.metrics.objects.per.batch parameter controls the number of objects for which to write metrics values to the metric graphing database in one batch. For more information, see Configure Metric Graphing Properties in the Genesys Performance Management Advisors Deployment Guide.
    • The way in which WA's processing cycle is scheduled has changed. It is now governed by a cron expression in the WorkforceUtilization.properties file. The default expression causes the cycle to start at five seconds before each even minute. This calculates the metrics' values as close as possible to the end of a half hour.
      The timestamps of graphed points for forecast metrics at the end of a half-hour interval are now adjusted to five seconds before the end of the interval, rather than one minute before it.
      The effect of both changes is to cause the final graphed value of forecast metrics to display at even half-hour intervals.
    • Metric graphing timestamps in hh:mm format are now rounded to the closest minute based on the number of seconds. If the number of seconds past the minute mark is less than 30, then the timestamp is rounded down, otherwise it is rounded up.
  • Change to the Last Updated timestamp on the WA dashboard — The Last Updated timestamp that displays on the WA dashboard is no longer the time at which the WA Server finished calculating the metrics that are displayed on the dashboard. It is now the timestamp that the CCAdv server assigned to the snapshot of real-time metrics that it read from external data sources, and which the WA server used to calculate the metrics.
  • Browser Console Debug Logging for the Advisors UI — You can now enable and disable the browser console debug logging for the Advisors user interfaces. The debug logging is turned off by default. You can turn on the console debug logging for the UI by appending the ?adv.debug.on=true parameter to the URL, and then turn it off again by appending the ?adv.debug.off=true parameter.

Resolved Issues

This release contains the following resolved issues:

After the data refreshes in a dashboard pane, the pane now scrolls automatically to the row that you had last selected, making it visible in the pane's viewable area. Previously, after a data refresh, the application would sometimes return you to the top of the dashboard pane, which might hide the selected row from view. (CAWU-13090)

In the dashboard Alerts pane, alerts chart data continues to refresh if left open for an extended period of time. Previously, if the chart for an alert was left open for approximately seven minutes or more, the chart data would stop refreshing. (CAWU-13032)

Contact Center Advisor XML Generator now performs correctly when the internal web server cannot access its configured port number; that is, XML Generator does not start and does not display as though it started in the Solution Control Server interface. Previously when the internal web server failed to start, XML Generator would start running despite the internal web server failure, even though it could not work correctly without the web server. (CAWU-12967)

If you remove a DN Group from your configuration in the Configuration Server, the DN Group is also automatically removed from Advisors configuration. Previously, when a DN Group was removed from the Configuration Server, it continued to display in the Advisors configuration as an "assigned" or "available" application. (CAWU-12953)

Upgrade Notes

The following information describes changes that affect existing deployments that you will migrate to Advisors release 9.0:

  • In installations with Oracle, the script has changed that grants Select privileges to the Platform user on views contained in the Advisors Genesys Adapter metrics views. For more information, see the Configure Oracle Metrics Data Sources page in the Genesys Performance Management Advisors Deployment Guide.
  • Starting with Advisors release 9.0, the Object Configuration user is no longer required.
  • After applying the migration scripts in an installation that uses the minimum privileges setup, you must apply the minimum privileges procedure again to add privileges for the new and altered objects:
    • In installations with MS SQL Server, a privileged MS SQL Server user must execute the spGrantExecute procedure with the runtime user name as a parameter in each MS SQL Server database.
    • In installations with Oracle, a privileged Oracle user must run the advisors-platform-<version>_UsersAndRoles.sql script.
This page was last edited on January 25, 2019, at 18:21.
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