Release Note

CCA Reporting Templates

7.6.x

Genesys Telecommunications Laboratories, Inc. © 2012–2013

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
7.6.100.16 [10/18/2013] – General           X
7.6.100.14 [08/24/2012] – General           X
7.6.100.08 [04/13/2012] – General           X

Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 7.6 releases of CCA Reporting Templates.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 7.6.100.16 [10/18/2013] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release introduces no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The default database name for the Crystal Reporting Templates is now Datamart. . Previously, the database name was dmart. (ER# 309203981, CCATEMPL-63)


In the last table of the Details section of the Outbound Agent Comp report, the columns are correctly titled as:

Total Asm Engage Calls
Total Asm Outbound Talk
Total Asm Engage Talk
(ER# 305362470, CCATEMPL-61)


The summary section of the Outbound Calling List Daily report now has the correct column name in the first table: Outbound Calling List. Previously it was named Outbound Campaign. (ER# 305362421, CCATEMPL-58)


The Details section of the Queue Yearly, Queue Daily and Queue Comparison Reports now corectly displays the abandoned results under the Abandoned column and the answered results under the Answered column. Previously, the abandoned results were in the Answered column and vice versa. (ER# 305362167, CCATEMPL-57)


Now in the second table of the Summary section of the Queue Daily reports there are two columns titled Max Time to Answer and Max Time to Abandon. Previously, both columns had the same name Max Time to Answer. (ER# 305120789, CCATEMPL-55)


The ~Talk and %Talk fields in the Place reports are no longer duplicated. (ER# 296275636, CCATEMPL-32)


Headers no longer occasionally overlap due to the following:

(ER#s 294660095, 294380423, CCATEMPL-23, CCATEMPL-16)


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Release Number 7.6.100.14 [08/24/2012] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This release introduces no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Agent Quarterly Report now generates data for every selected agent. In previous releases, if more than one agent was selected, report results would be generated for one agent only. (ER# 299016883)


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Release Number 7.6.100.08 [04/13/2012] – General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release.

Corrections and Modifications

This release includes no corrections or modifications.


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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.


The Details section of the Queue Yearly, Queue Monthly, Queue Daily, and Queue Comparison Reports displays abandoned results under the Answered column and answered results under the Abandoned column. (ER#s 299016771, 305362167, 305057856)

Found In:  7.6.100.14 Fixed In:  7.6.100.16

The column name in first table of the Summary section of the Outbound Calling List Daily report is incorrect. Instead of Outbound Campaign, the column name should be Outbound Calling List. (ER# 305362421)

Found In:  7.6.100.14 Fixed In:  7.6.100.16

In the Outbound Agent Comp reports, three columns of the last table in the Details section are mistitled Total Asm Outbound Calls. The correct column titles should be:

Total Asm Engage Calls
Total Asm Outbound Talk
Total Asm Engage Talk

(ER# 305362470)

Found In:  7.6.100.14 Fixed In:  7.6.100.16

In the second table of the Summary section of the Queue Daily reports are two columns titled Max Time to Answer. The second column should be titled Max Time to Abandon instead. (ER# 305120789)

Found In:  7.6.100.14 Fixed In:  7.6.100.16

If there are a few different tables in a single report, the header of the second table may be absent when these tables appear on different pages of the report. (ER# 297350993)

Found In:  7.6.100.08 Fixed In: 

The formatting of reports can fluctuate due to any of the following:

Occasionally headers may wrap or overlap due to the above. Users should make relevant changes to address alignment issues. (ER#s 294660095, 294380212, 294380423)

Found In:  7.6.100.08 Fixed In:  7.6.100.16

It is not possible to combine several aggregation levels into one report in Crystal reports. To view a specific aggregation level, open the corresponding report. For example, open Agent Daily.rpt to view the Daily report, or Agent Monthly.rpt for the Monthly report. (ER# 297865971)

Found In: 7.6.100.08 Fixed In: 

Crystal does not allow you to run reports for objects that are not defined properly, for example, if an agent's first and last names are empty. In this case, for instance, valid names for these fields would need to be created to allow the object to be included in the report. (ER# 294567571)

Found In: 7.6.100.08 Fixed In: 

For daily reports, do not select the "No lower value" option in the "Start of Range" section. Choosing this causes an error and the following message: "The string is non-numeric". No report is generated in this scenario. (ER# 297764591)

Found In: 7.6.100.08 Fixed In: 

In some reports (Outbound Agent Daily, Outbound Agent Quarterly, Outbound Agent Weekly, Place Quarterly) you may notice the employee id of the Agent displayed in the lower left corner of the previous page. The link in the Groups view pane also leads to the end of the previous page. (ER# 297979619)

Found In: 7.6.100.08 Fixed In: 

Starting with the Reporting Templates CD for release 7.6.1, you can no longer use the Reporting Configuration Wizard to deploy Reporting Templates.

Workaround: Manually install the Reporting Templates.

(LC-56254, ER# 265680212)

Found In:  7.6.100.08 Fixed In: 

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.


The report templates no longer function with any version of Hyperion software. You must install SAP Crystal Report to use them.

Discontinued As Of:  7.6.100.06

Report Generation Assistant is no longer provided (or documented).

Discontinued As Of:  7.6.100.06

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Internationalization

Information in this section is included for international customers.


There are no known limitations or restrictions affecting internationalization.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website might be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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