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Workforce Management Server Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
11/09/18 Update X

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Workforce Management

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List of Release Notes

What's New

This release includes only resolved issues.

Resolved Issues

This release contains the following resolved issues:

Now, when the WFM database is hosted on Oracle platform, WFM no longer produces the error message Could not get request result while building Forecast Volumes. (WFM-31340)

WFM has improved performance when calculating time-off limits. (WFM-31143)

WFM no longer generates errors messages related to time-off balances when agents request time off for multiple days at once. Previously, WFM incorrectly generated these error messages when agents, who had assigned time-off bonuses with no expiration date, requested time off for multiple days. (WFM-30979)

WFM has improved the handling of worksets that overlap unpaid meals and breaks. Now, when users insert worksets that overlap unpaid meals or breaks, WFM truncates them only if they are marked as overtime or payback. (WFM-30919)

Calculation of the Accrual period total value has changed and is now the sum of:

  • The awarded or accrued hours from the time-off rule.
  • The carried-over hours from the previous accrual period.
  • The bonus hours assigned during the accrual period.
  • The unused hours from bonuses that have start dates earlier, and expiration dates later, than the accrual period's first day.


WFM now calculates time-off balances correctly when agents have several time-off types assigned to the same time-off rule. Previously in this scenario, WFM sometimes calculated time-off balances incorrectly.

Note: This issue, originally fixed in, was accidentally reintroduced in the process of fixing issues in this release. (WFM-29046)

Upgrade Notes

No special procedure is required to upgrade to release

This page was last edited on April 4, 2019, at 13:25.
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