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Known Issues and Recommendations

Workforce Management Web

The Known Issues and Recommendations section is a cumulative list for all 8.5.x releases of Workforce Management Web. This section provides the latest information on known issues and recommendations associated with this product. It includes information on when individual items were found and, if applicable, corrected. The Resolved Issues section for each release describes the corrections and may list additional issues that were corrected without first being documented as Known Issues.


See also Internationalization Issues.



After localization, WFM Web might incorrectly display the following message in English if the connection to WFM Server is lost: Could not send message.

ID: WFM-30999 Found In: 8.5.211.06 Fixed In: 

In the WFM Web for Agents Time-Off module, an issue exists where agents can incorrectly enter and save multiple full-day Time-Off requests in a single day, resulting in several identical entries for the same day in the Calendar.

ID: WFM-28632 Found In: 8.5.209.06 Fixed In: 8.5.210.05

Time-Off items do not display on the last day of the month in the Time Off view in WFM Agent Mobile interface, as expected.

Workarounds—View time-off items on the last day of the month either in the Preferences view of WFM Agent Mobile or view them in the Web for Agents desktop interface. To edit time-off items on the last day of the month use Web for Agents desktop interface.

ID: WFM-27785 Found In: 8.5.208.05 Fixed In: 8.5.209.05

In March 2017, Microsoft introduced a defect into Internet Explorer 11, version 11.0.40 that broke many web applications, including the Schedule presentation in WFM Web Agent UI (8.5.205.09).

Workaround—Genesys has implemented a workaround to resolve this issue. After upgrading to WFM release 8.5.206.09, agent Schedules display as expected.

For detailed information about the Microsoft defect, see Microsoft website.

ID: WFM-27151 Found In: 8.5.205.09 Fixed In: 8.5.206.09

Known issues occur in the Workforce Management Agent UI data presentation while viewing data in a time zone, other than the site time zone.

NOTE: In unusual use cases, when the difference between the site and agent time zones is more than 12 hours, issues still occur in the date and time presentation.

ID: WFM-26861 Found In: 8.5.205.09 Fixed In: 8.5.207.10

Filtering by shift and meal times might not work correctly in the new Web for Agents (ARK) Bidding view, if an agent selects a timezone other than the site's timezone in the Configuration > My Settings view.

ID: WFM-26646 Found In: 8.5.205.01 Fixed In: 8.5.206.09

When using FireFox ESR browser on Windows, if a Help topic is opened from a dialog within the WFM Web for Supervisors interface, the topic appears with the dialog window on top of it, and you cannot scroll the page until the dialog window is closed. When using Internet Explorer, the dialog overlaps the Help topic, but you can scroll the page without closing the dialog.

ID: WFM-25205 Found In: 8.5.201.02 Fixed In: 

The Agent Properties Report in WFM Web displays only directly assigned activities. Activities on which agents can work according to their skills are not listed.

ID: WFM-22894 Found In: 8.5.100.21 Fixed In: 8.5.101.09

In the Schedule Audit Report, some Time Off and Exception items might be incorrectly display as Full-Day items. This occurs when Time-Off and Exception items of the same type are present as Full-Day and Part-Day items in the schedules that are displayed in the Schedule Audit report. This issue does not occur if the items of the same type are present only as Part-Day items.

ID: WFM-22038 Found In: 8.5.001.10 Fixed In: 8.5.003.04

Microsoft Internet Explorer (IE) 8 does not fully support some important HTML and CSS standard features. Therefore, if WFM Web 8.1.2 is running in IE 8, some UI functionality might display behavior that is different from later IE versions. If the issue you are experiencing does not affect WFM functionality significantly and occurs only when you are using IE 8, Genesys recommends using IE 9 or another supported browser to resolve it. IE 9 and later versions provide better support for HTML and CSS standards.

ID:  Found In: 8.1.201.27 Fixed In: 


Internationalization Issues

Information in this section is included for international customers. Release numbers in the Found In and Fixed In fields refer to the English (US) release of Workforce Management Web unless otherwise noted in the issue description.


This 8.5.x product release supports Language Packs (LP). Use 8.5.x-compatible Language Packs upon their availability.

This release does not support 8.1.x Language Packs.

Language Packs allow installers to select the language, in which the user interface and online Help files are displayed. For details about available Language Packs, including the languages, see the Translation Support page in this release note.


In various WFM Web views, the terms AHT and ASA, as well as the names of build forecast methods, have not been localized in the Chinese (Simplified) Language Pack.

ID: WFM-31249 Found In: 8.5.211.00 Fixed In: 

WFM Web for Supervisors is now updated to correct a translation error when WFM is localized using the WFM French (Canadian) Language Pack. The term Frais généraux - Prévisions principales is now correctly hyphenated and pluralized after translation.

ID: WFM-30395 Found In: 8.5.210.08 Fixed In: 8.5.210.10

WFM Web for Agents is now updated to correct errors in translation when WFM is localized using the WFM French (Canadian) Language Pack. These error messages now appear in French (Canadian) after the Language Pack is installed (previously, they incorrectly appeared in English):

  • Your session has timed out. Please log in again.
  • You can't remove last item.

The message Leave the value as 0 in single-skilled environments is now correctly translated Laissez la valeur à 0 dans les environnements à compétence unique. Previously, the translation was incorrect.

Translation of the label Minimum Staffing Level remains unchanged.

Note: This Language Pack version requires WFM Web 8.5.211.06 or later to ensure all above messages are correctly localized.

ID: WFM-30370 Found In: 8.5.210.04 Fixed In: 8.5.210.10

Some resources in the Overtime Bidding section of the WFM Web for Supervisors user interface (UI) are not translated and incorrectly appear in English after the French (Canadian) LP is installed.

ID: WFM-29726 Found In: 8.5.207.00 Fixed In: 8.5.210.08

Some resources in the WFM Web Agent and Web for Supervisors user interface are not translated and incorrectly appear in English after the French (Canadian) LP is installed.

ID: WFM-29163 Found In: 8.5.207.00 Fixed In: 8.5.210.08

Some resources in the WFM Web for Supervisors user interface are incorrectly translated after the French (Canadian) LP is installed. For example, the word "Overheads" is incorrectly translated "Frais", but should be "Frais généraux".

ID: WFM-29986 Found In: 8.5.207.10 Fixed In: 8.5.210.08

The translated resources in the WFM Web Agent user interface (UI) display incorrectly in English after the ITA Language Pack is installed.

ID: WFM-27315 Found In: 8.5.206.00 Fixed In: 8.5.206.01

After installing the WFM Web 8.5.205 Simplified Chinese LP, some text in the interface incorrectly appears in English. Also, some time slot fields are truncated causing characters to be hidden or cut off, and some table headers and cells are empty in generated reports. The WFM team is working on resolving these issues in the next release.

ID: WFM-27593 Found In: 8.5.205.00 Fixed In: 

The translated resources in the WFM Web Agent user interface now display correctly in German after the DEU Language Pack is installed. Previously, the UI incorrectly displayed in English after the LP was installed.

ID: WFM-27310 Found In: 8.5.205.00 Fixed In: 8.5.205.01

WFM Web for Supervisors now correctly displays the localized version of the text "Loading" after a Localization Kit is applied.

ID: WFM-26635 Found In: 8.5.203.08 Fixed In: 8.5.206.09

The WFM Web Russian Language Pack is now supported on Microsoft Windows Server 2016.

ID: WFM-31185 Found In: 8.5.203.00 Fixed In: 8.5.203.02

The WFM localization resources have been updated to replace S_OPEN with S_OPEN_ADJECTIVE and S_OPEN_VERB. This change enables better translation of the word "Open", which can be both an adjective and verb.

ID: WFM-26557 Found In: 8.5.203.00 Fixed In: 8.5.211.05

After installing a WFM Web Language Pack, if a new Notification of type Time-Off Bidding is created, updated, or deleted and saved, an error appears and the Notification displays in English rather than in the language of the installed Language Pack.

ID: WFM-26537 Found In: 8.5.203.00 Fixed In: 8.5.203.00

After installing the WFM Web French (Canada) FRC or French (France) FRA Language Pack, the word Accorder is incorrectly translated as Accord.

ID: LOCAL-2334 Found In: 8.5.101.11 Fixed In: 8.5.203.03

The message that appears when users enter an incorrect password while using French Language Pack for WFM Web now shows the correct text. Previously, the apostrophes in the message were shown incorrectly.

ID: WFM-23941 Found In: 8.1.201.46 Fixed In: 8.5.203.00

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This page was last modified on November 8, 2018, at 11:40.