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NewAgent

Section: Functionality
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: ClassicAgent
Introduced: 8.5.205.07
Modified: 8.5.214.14

In coordination with the ClassicAgent option, specifies whether the latest, redesigned WFM Agent interface is turned on or off.

This option combines with the setting for the ClassicAgent option in the following ways:

  • NewAgent = true, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = true
    • After an agent logs in, only the Classic Agent UI is available.
  • NewAgent = true, ClassicAgent = true
    • After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI is present in the Log off drop-down menu.
more...

ClassicAgent

Section: Functionality
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: NewAgent
Introduced: 8.5.214.14

In coordination with the NewAgent option, specifies whether the Classic WFM Agent interface is available.

This option combines with the setting for the NewAgent option in the following ways:

  • NewAgent = true, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = false
    • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
  • NewAgent = false, ClassicAgent = true
    • After an agent logs in, only the Classic Agent UI is available.
  • NewAgent = true, ClassicAgent = true
    • After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI is present in the Log off drop-down menu.
more...

8.5.214.14

Workforce Management Web Release Notes

Release Date Release Type Restrictions AIX Linux Solaris Windows
05/08/19 General X X

Helpful Links

Releases Info


Product Documentation

Workforce Management

Genesys Products

List of Release Notes

What's New

This release includes the following new features and enhancements:

  • WFM Web for Supervisors includes a redesigned Forecast module, enabling access to existing forecasting functionality and features, but with many user-friendly enhancements, wizards, and tools. Web for Supervisors (Classic) Forecast module is still supported and available.
    Note: The Forecast module is currently available only in English. (WFM-28004)
  • The Workforce Management Supervisor Help is a context-sensitive Help that describes the new Forecast interface, including topics that describe the Forecast Scenario and Master Forecast views, and procedures that describe forecasting tasks. The Workforce Management Supervisors (Classic) Help is still available. (WFM-29230)
  • The Overlays view in the new WFM Web Forecast interface is enhanced, enabling supervisors to adjust Spread over distribution to 15 or 30 minutes (in addition to 60). (WFM-30236)
  • The WFM Web Log In splash screen is updated, displaying the latest Genesys branding and logos. (WFM-31298)
  • TLS 1.2 is supported to provide secure network connections between WFM applications, Genesys Management Framework, and third-party software. WFM supports configurations that use only FIPS 140-2-compliant algorithms in secure network connections. For more information about securing connections, see the Workforce Management Adminstrator's Guide. (WFM-30288)
  • WFM Web now supports OpenJDK. The new WFM UI Launcher enables clients to run on OpenJDK 11, thereby removing the dependency on Oracle Java versions for which public updates are no longer available. See the Workforce Management page in the Genesys Supported Operating Environment Reference Manual for more detailed information and a list of all supported prerequisites. (WFM-31618)
  • The WFM Web UI Launcher application can be downloaded from within WFM Web for Supervisors and after deployment, used as the default application to open .wfm files in the same session. For instructions on how to deploy the UI Launcher, see the Workforce Management Web for Supervisors (Classic) Help. (WFM-32259)
  • WFM Web Supervisor's Forecast interface supports the following browsers:
    • Google Chrome 73.0 or later
    • Mozilla FireFox 60.5 or later
    See the Workforce Management page in the Genesys Supported Operating Environment Reference Manual for more detailed information and a list of all supported browsers. (WFM-30461)
  • Discontinued support: Solaris operating system for WFM Web server components.
  • The WFM Web Application has a new [auth] configuration section and option, and new options in the [Functionality] section:

    provider

    Section: auth
    Default Value: " "
    Valid Values: " ", wfm
    Changes Take Effect: After restart
    Introduced: 8.5.214.14

    Specifies the provider that performs WFM user authentication.

    If this option value is set to:

    • " " (empty string)—WFM Server SOAP API authenticates WFM users.
    • wfm—WFM Server REST API (on-premises) authenticates WFM users.

    NewSupervisor

    Section: Functionality
    Default Value: false
    Valid Values: true, false
    Changes Take Effect: Immediately
    Dependencies: [auth] provider configuration
    Introduced: 8.5.214.14

    Specifies whether or not the New UI setting displays in the WFM Web for Supervisors (Classic) interface, providing user access to the new Forecast user interface (UI).

    If this option value is set to true, the New UI setting displays in the Supervisors (Classic) UI. If this option value is set to false, the New UI setting is not visible in the Supervisors (classic) UI.

    ClassicAgent

    Section: Functionality
    Default Value: true
    Valid Values: true, false
    Changes Take Effect: Immediately
    Dependencies: NewAgent
    Introduced: 8.5.214.14

    In coordination with the NewAgent option, specifies whether the Classic WFM Agent interface is available.

    This option combines with the setting for the NewAgent option in the following ways:

    • NewAgent = true, ClassicAgent = false
      • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
    • NewAgent = false, ClassicAgent = false
      • After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the Classic UI is absent in the Log off drop-down menu.
    • NewAgent = false, ClassicAgent = true
      • After an agent logs in, only the Classic Agent UI is available.
    • NewAgent = true, ClassicAgent = true
      • After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI is present in the Log off drop-down menu.

    Use the ClassicAgent option in conjunction with the NewAgent option to configure whether the Agent interface or the Classic Agent interface appears. You can adjust the option settings so that only the Agent interface or only the Classic Agent interface appears, with no option to switch, or set it so that the Agent interface appears but with an option in the Log off drop-down menu enabling agents to switch to the Classic Agent interface.
    This functionality replaces the previous behavior, introduced in WFM Web for Agents release 8.5.205.07, in which the Agent interface always appeared when an agent logged in, but the Classic Agent option in the Log off drop-down menu enabled agents to switch to the Classic Agent interface at any time. (WFM-32285, WFM-31797)


    Resolved Issues

    This release contains the following resolved issues:


    WFM Web 8.5.214.14 build 2 (released 05/21/2019): The Back functionality on the JavaHome Location and Ready to Install windows in the installation Wizard for WFM Web has been corrected so that clicking the Back button now takes you to the previous Wizard window. Previously, it opened the Ready To Install window. (WFM-32441)


    The values in WFM Web's Time-Off Balance and Time-Off Management reports are now the same. Previously, starting in 8.5.212.21, the balances differed by 1 minute due to the way in which WFM Web rounded off seconds in time-off balances (see resolved issue WFM-31516). (WFM-32201)


    Buttons and check boxes in WFM Web for Agents are now labelled to support JAWS accessibility standards. Previously, some buttons and check boxes were not labelled and did not support JAWS. (WFM-31832)


    WFM Web now excludes duplicate information about selected activities from the Contact Center Performance report. Previously, if information about a selected activity was requested several times, WFM incorrectly included it several times in the report. (WFM-31513)


    WFM Web for Supervisors Schedule > Intra-Day and Schedule > Agent-Extended views now show all scheduled items in the correct colors. Previously, if multiple instances of the Schedule views were open at the same time, some scheduled items displayed in the wrong colors. (WFM-30665)


    WFM Web's Java client now uses the Client/SOAPTimeout property to set up the connection timeout to WFM Server. The timeout default value is 60 seconds. Previously, the Java client used the AbstractTransportService property that had the same connection timeout value, but was causing a Read timed out error when scrolling in the Web for Supervisors Schedule > Intra-Day view. (WFM-30405)



    Upgrade Notes

    No special procedure is required to upgrade to release 8.5.214.14.

This page was last modified on June 10, 2019, at 14:16.

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