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url

Section: AgentCustom
Default Value: No default value
Valid Values: Any valid URL
Changes Take Effect:
Dependencies: None

This option is mandatory.

Specifies the URL that points to a third-party application that opens and displays the custom page when the custom module is selected.

Valid values for this option can be any URL. For example, http://www.customapps.com/agenttag.

name

Section: AgentCustom
Default Value: No default value
Valid Values: Any name
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name that is displayed in Web for Agents' interface together with WFM's standard modules such as, Schedule, Trading, etc.

Valid values for this option can be any name. For example, My Adherence.

agenttag

Section: AgentCustom
Default Value: " " (string)
Valid Values: The agent ID
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the string that is searched in the url configuration option and substituted with the agent ID from WFM. It identifies the agent, for whom the custom information is displayed.

The only valid value for this option is the agent ID. For example, AgntID6528.

url

Section: AgentCustom
Default Value: No default value
Valid Values: Any valid URL
Changes Take Effect:
Dependencies: None

This option is mandatory.

Specifies the URL that points to a third-party application that opens and displays the custom page when the custom module is selected.

Valid values for this option can be any URL. For example, http://www.customapps.com/agenttag.

name

Section: AgentCustom
Default Value: No default value
Valid Values: Any name
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name that is displayed in Web for Agents' interface together with WFM's standard modules such as, Schedule, Trading, etc.

Valid values for this option can be any name. For example, My Adherence.

8.5.003.04

Workforce Management Web Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
12/15/14 General X X X X

Helpful Links

Releases Info


Product Documentation

Workforce Management

Genesys Products

List of Release Notes

What's New

This release contains the following new features and enhancements:

  • WFM Web enables administrators to customize the Web for Agents interface so agents can see and use custom views that contain information related to the agent, but obtained from sources outside WFM.
    To enable this feature using Genesys Configuration Manager, administrators must create the [AgentCustom] configuration section under Options tab in the WFM Web Application and add the the following configuration options
    • name
      Default Value <empty>
      Valid Values text
      Changes Take Effect Immediately
      Specifies the name that displays in Web for Agents custom UI next to all views (Schedule, Trading, and so on).
    • url
      Default Value <empty>
      Valid Values The URL for the custom page. For example, http://www.compnyz.com/agenttag
      Changes Take Effect Immediately
      Specifies the URL that is used to open and display the custom page if the custom module is selected.
    • agenttag
      Default Value <empty>
      Valid Values text
      Changes Take Effect Immediately
      Specifies the string that is found in the url value and is replaced with the WFM Agent ID. It enables external applications to identify the agent, for which the custom information must be displayed.
    The name and url values are required. If either one of these values is missing, the custom module is not displayed in the WFM Web for Agents interface. (WFM-22330)
  • Duration values in the Adherence States and Adherence Totals reports are presented in a new format. These reports now use days:hours:minutes:seconds (previously the format was hours:minutes:seconds). (WFM-21771)



Resolved Issues

This release contains the following resolved issues:


In WFM Web, Supervisors can now assign agents to Sites and Teams without having Edit/Add/Delete security rights in the Configuration > Organization module. (WFM-22183)


The WFM Web Calendar Audit report now correctly displays the name of the agent who entered or updated a Time-Off request. Previously in this scenario, the report displayed Unknown for the User Name, rather than the agent's name. (WFM-22182)


Time-Off requests and Exceptions now display correctly as Part-Day items in the WFM Web Schedule Audit report. Previously, when Exception or Time-Off items of the same type were present as both Full-Day and Part-Day items in the schedules, they were incorrectly displayed as Full-Day items in the Schedule Audit report. (WFM-22180)


WFM Web short names are now correctly displayed in the Master Schedule > Intra-Day view for Full-Day Exceptions that have specified start and end times. Previously, short names were not displayed until changes were saved to Full-Day Exceptions with specified start and end times. Also, the short text in the first and last step of Schedule items now displays correctly, if those steps do not cover the entire 15-minute timestep. (WFM-22096)


WFM Web now sends only correct requests to WFM Server when running the Insert, Delete, and Replace Multiple Wizards. Previously, in the Schedule views, if a Site contained a combination of the schedules below (and no other schedules) for selected dates, attempts to run the Insert, Delete, and Replace Multiple Wizards for that Site and those dates sometimes caused WFM Web to send incorrect requests to WFM Server, which in turn caused Server to consume large amounts of CPU resources, run for long periods of time, and produce unexpected results, such as:.

  • Agents that were moved to another Business Unit
  • Agents that no longer have Skills for those schedules

(WFM-22046)




Upgrade Notes

No special procedure is required to upgrade to release 8.5.003.04.

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This page was last modified on July 24, 2017, at 15:46.