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New In This Release

This topic contains a brief description of new features in the Genesys Workforce Management (WFM) 8.5 release.

Multi-Channel Adherence

WFM supports multiple media channels to track agent real-time states in the Web for Supervisors Adherence module; WFM Agent Adherence and Agent State reports now include historical multi-channel agent states and non-adherence events for each channel separately.

For more information about this feature, see Monitoring Workforce Performance and Adherence and How WFM Calculates Adherence

Time-Off (Vacation) Bidding

Time-off requests are processed within a configured bidding period for selected date ranges. When this feature is enabled (default, WFM delays granting agent time-off requests (that fall within the bidding period) until the processing date for that bidding period. On that date WFM grants time-off requests, based on seniority and/or rank. If there are available slots in time-off limits, WFM processes any time-off requests that were not granted, based on their submission order.

For more information about this feature, see Time-Off Bidding.

Single Sign-On

Genesys Platform on Demand (PoD) users (administrators, supervisors and agents) can now use a Single Sign-On (SSO) interface, which acts as a portal to the underlying Genesys components, including WFM. SSO provides a unified and simplified user experience without restricting the functionality of the underlying systems. Users navigate to a central landing page (Genesys Hub) that contains links that point to various Genesys platforms, based on their level of access permissions. For example, administrators see different links than supervisors or agents. Administrators or supervisors provide their agents with the landing page URL. SSO simplifies user provisioning for administrators and provides a unified security model for all users. See more.. [+]

Supported Operating Systems and Browsers

  • Microsoft Windows Server 2012, native 64-bit
  • Microsoft Internet Explorer, version 11

A complete list of the operating systems and databases that are supported by WFM can be found in the Genesys Supported Operating Environment Reference Manual.

This page was last modified on June 10, 2016, at 05:08.

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