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ServiceLevelMethod

Section: ForecastService
Default Value: 0
Valid Values: 0, 1
Changes Take Effect:
Dependencies: None
Introduced: 8.5.207

Specifies whether Service Level should be calculated from the number of interactions distributed or from the number of interactions offered, taking into account abandoned interactions.

The default value 0, indicates that Service Level is calculated, based on the number of interactions distributed. To include abandoned interactions, set the value to 1.

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8.5.212.03

Workforce Management Server Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
08/31/18 Update X

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What's New

This release includes only resolved issues.



Resolved Issues

This release contains the following resolved issues:


WFM now calculates time-off balances correctly when agents have several time-off types assigned to the same time-off rule, and one of them is added to the schedule by a supervisor. Previously in this scenario, WFM sometimes calculated time-off balances incorrectly. (WFM-30597)


Scrolling in the Schedule > Intra-Day view is improved and no longer degrades if the page size exceeds 100 agents. (WFM-30569)


The Day-Off rule validation message in Web for Supervisors' Policies > Contracts view now correctly states The number of Non-working Sun cannot be less than the number of Non-working Weekends. Previously, the message incorrectly stated The number of Non-working Sun cannot be more than the number of Non-working Weekends. (WFM-30444)


WFM now retains the agent's time-off assignment if the time-off rule has at least one remaining time-off type. Previously, the agent's time-off rule was sometimes unassigned if it was associated with multiple time-off types, and one of the types was deleted. (WFM-30397)


WFM now accurately calculates service levels when the [ForecastService] ServiceLevelMethod configuration option value is set to 2 or 3. Previously, if the Staffing number was low and the service time of the Service Level objective was sufficiently long, the Service Level calculation result was lower than expected, and the calculated staffing numbers were higher than expected when the abandonment rate was high. (WFM-28588)




Upgrade Notes

No special procedure is required to upgrade to release 8.5.212.03.

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This page was last modified on August 31, 2018, at 10:53.