Release Note

Contents

Introduction

This release note applies to all 8.5 releases of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the fixes made at an earlier date, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

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 about third-party software used in this product, see the Legal Notices for Contact Center Advisor/Workforce Advisor. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Contact Center Advisor/Workforce Advisor (CCAdv/WA):

• To address certain security vulnerabilities, the Jackson libraries used for JSON deserialization and the Spring Framework libraries have been upgraded. For details, see the Performance Management Advisors Platform Release Note for release 8.5.202.10.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

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

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• The Contact Center Advisor and Workforce Advisor dashboards have been re-designed. Changes to the dashboards include the following:

  • The dashboards now include an Alerts pane in which to view detailed information about alerts. This replaces the Alerts pop-up window. The Alerts pane provides all the information that was previously available in the Alerts window.
  • The Metric Graphing window has been streamlined. You no longer open a separate pane in which to re-arrange the display order of metrics. You can change the order in which metrics display on the graph, as well as the color and graph type for each metric, within the main Metric Graphing window. See the Genesys Contact Center Advisor/Workforce Advisor Help for information.
  • The dashboards now include a Library drop-down menu in the toolbar for users who have access to Column Chooser. Users can use the drop-down menu to switch between saved metrics libraries without having to launch the Column Chooser window.
  • Column Chooser has been re-designed:
    • The Available Metrics pane and filters are now at the top of the window. Users have the option to hide the filters in order to maximize pane size.
    • Users select metrics for dashboard display by placing a checkmark in the metric row; the "pins" have been removed.
    • The Libraries tab has been removed; you now create libraries from the main Column Chooser window. Any metrics library, including the "From Dashboard" group of metrics, can be saved as a new library and edited.
    • You now use the Save & Apply button to save a metrics library. The Save & Apply button saves the library and displays it on the dashboard immediately. The Save button has been removed. You continue to have the option to use the Apply button, which displays the Column Chooser metric selection on the dashboard without saving the selection as a library.
  • The accessible dashboards for CCAdv and WA are no longer invoked from the CCAdv or WA dashboard. To reach an accessible dashboard, enter its URL into the browser, as documented in the Genesys Performance Management Advisors Deployment Guide. See the Features Overview section titled "Providing a User Interface for Users with Visual Impairment".

  Detailed information about the dashboard is available in the Genesys Contact Center Advisor/Workforce Advisor Help.

• The CCAdv and WA dashboards are available in English, German, and French. (CAWU-12193, CAWU-12195)

• A comma is used to denote the decimal point on the German- and French-language CCAdv and WA dashboards. (CAWU-11661)

• WA now supports Genesys Workforce Management Server release 8.5.2. (CAWU-12187)

• Support for Apache Tomcat 8. See the Supported Operating Environment: Performance Management Advisors page in the Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites. (PLT-6946)

• Support for Red Hat Enterprise/CentOS Linux 7 operating system. CCAdv and WA support 64-bit native mode. See the Supported Operating Environment: Performance Management Advisors page in the Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

• Support for Java 8 (that is, version 1.8). See the Supported Operating Environment: Performance Management Advisors page in the Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites.

  Note that Java version 1.7 is no longer supported starting with release 8.5.2.

• Users can navigate from Advisors dashboards to the Pulse dashboard, and from the Pulse dashboard to the Advisors dashboards, using links in the top menu navigation bar. You must specify the URL for the Pulse installation during deployment of the Advisors Platform component in order for the link to the Pulse application to display in Advisors dashboards.

• Support for Microsoft Edge browser.

• You can now create custom metrics for the SMS media type. Both the Source Metrics manager and the Report Metrics manager have been updated so you can create custom SMS-related metrics.

• This release includes the following improvements to the CCAdv/WA bulk import and export tool:

  • In releases prior to release 8.5.2, the bulk configuration tool required the presence of the business hierarchy objects (regions, operating units, application groups, and contact centers) in the Advisors configuration. You had to first add the business hierarchy data to the Genesys Configuration Server's Business Attributes folder, and then manually activate those objects in the Advisors administration module. Starting with release 8.5.2, none of that is necessary prior to using the bulk configuration tool; the bulk configuration tool now has a business hierarchy bulk configuration feature.
  • The bulk configuration data now includes the Service Level Threshold property for applications. With this addition, the bulk configuration tool covers all application, contact group, and agent group properties that are available in the Advisors administration module.
  • The bulk export tool can now export service level thresholds.
  • The bulk configuration export tool can now export the geographic regions that are required for bulk contact center configuration.

• You can now configure DN Groups as applications for use in Contact Center Advisor/Workforce Advisor (CCAdv/WA). DN Groups provide an aggregated view of the underlying queues. Consider the use of DN Groups as applications for CCAdv/WA in enterprises where it is sufficient to monitor activity at the "groups of queues" level, rather than drilling down to the individual queue level. In enterprises that have a very large number or queues, configuring DN Groups as applications, instead of queues as applications, can reduce the administrative maintenance effort and can improve system performance.

Corrections and Modifications

This release includes the following corrections and modifications:

The CCAdv and WA dashboards no longer require the Adobe Flash Player plugin (the re-designed dashboard is not built on Flash technology).

The dashboard now displays correct values when you choose to alter metric values that exceed 100% so that they display as 100+ (in other words, you have not selected the display over 100% property on the Report Metric Manager administration page). Previously, when the display over 100% checkbox was cleared, the actual metric value was shown on the dashboard instead of 100+. (CAWU-12706)

The Data Source status indicator is now autonomous and does not depend on the scheduled import process. (CAWU-12655)

As a result of the re-design of the CCAdv/WA dashboards in Release 8.5.2, there is no longer a contextual-menu option (that is, no "right-click" functionality) to launch the Resource Management Console (RMC) in either Contact Center Advisor or Workforce Advisor. You use the icon in each pane to launch the RMC. (CAWU-12634)

When working with report metrics, you might inadvertently assign a metric to more than one metric group. Previously, when a metric was assigned to multiple metric groups, the reporting application's adapter could produce incorrect statistic values for the metric. Starting with release 8.5.2, multiple metric groups for a metric are collapsed into one. When collapsing multiple metric group assignments to one assignment, the following rules are used:

• The non-default metric group assignment is used, instead of the Default metric group.
• If a metric was assigned to more than one non-default metric group, then the metric group to which the metric was last assigned is used.

(CAWU-12544)

Changes have been made to the ASA, s_ASA, and AASA metrics to improve accuracy. The AnswerInboundWaitTime operand is now used instead of the AnswerWaitTime operand in the calculation of the ASA metrics. Previously, the AnswerWaitTime statistic, which is not specific to inbound calls, was used in the calculation of the ASA metrics. As a result, misleading values were sometimes returned. (CAWU-12320)

You can now successfully enable some of the alerts-related metrics, without having to enable all of them. (An example of an alerts-related metric is "Expired Alerts, number of".) Previously, if you enabled only some of the alerts-related metrics, but not all of them, then application summaries could not be generated. (CAWU-12308)

CCAdv XML Generator no longer creates XML for data sets of calculated metrics. If you set the property debugging.enableDiskOutput=true in the xmlgen.properties file, then XML Generator will still write diagnostic data in the specified directory, but the data is not expressed as XML. (CAWU-12267)

In release 8.5.1, it was possible to see the data returned to the CCAdv dashboard in a Web browser, by entering an HTTP request in the browser; for example, /ca-xml/LCAV_Merged.xml. In release 8.5.2, it is possible to do this only if you have installed the CCAdv Accessibility Services. (CAWU-12186)

Data snapshots are consistently updated on the dashboard. Previously, in environments where the XML Generator import process was very fast, some data snapshots would be skipped and not displayed on the CCAdv dashboard. (CAWU-12155)

When tasks time out in CCAdv XML Generator, open sessions in the database close correctly. Previously, after repeated timeouts, open sessions might accumulate to the point that it is necessary to restart XML Generator. (CAWU-12135)

There is no longer incorrect syntax in queries for alert metrics if you enable only metrics for active alerts, or only metrics for expired alerts. Previously, it was necessary to either enable all alert metrics or disable all of them to avoid the problem.(CAWU-12128)

The Application status for Advisors servers that are controlled by Solution Control Server (SCS) is now accurately displayed in the Solution Control Interface (SCI). Previously, an Advisors server, which did not have a backup Application configured for warm standby, would continue to display a status of Service Unavailable in the SCI even after the Advisors server recovered on subsequent processing cycles and was functioning normally. (CAWU-11945)

The RMC installation is now an option in the CCAdv/WA installer, rather than in the AGA installer. (CAWU-12322)

RMC no longer requests information about agent groups from CCAdv web services using HTTP. Instead, it requests the information directly from the Advisors database through a cache. This change means that you no longer enter the CCAdv Web services host or port number properties when you install RMC. The RMC configuration file is now in the Advisors/conf directory. (CAWU-12245)

Starting with release 8.5.2, the Advisors applications use a common, consistent design for dashboards, which includes the display of time profiles. Previously, the WA dashboard continued to use the same metric time profiles in the column headers as it did in Advisors release 8.1.5, although the time profile names were later updated in the Column Chooser and in the Metric Graphing window. (CAWU-11429)

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Genesys Contact Center Advisor and Workforce Advisor (CCAdv/WA):

• WA now uses Genesys Workforce Management (WFM) API release 8.0. WFM Server releases earlier than 8.0 are not supported with WA release 8.5.102.01 and later. In addition, you must now provide authentication information in order for WA to connect to the WFM Server. Previously, WA did not support authentication when connecting to the release 8.x WFM Server, and you might have disabled it. If you install this release of WA, ensure authentication is enabled in the WFM Server Application.

• This release of CCAdv/WA is compatible with the following Advisors components:

  • Advisors Platform release 8.5.102.00
  • Advisors Genesys Adapter releases 8.5.102.00 and 8.5.102.02
  • Frontline Advisor releases 8.5.102.00 and 8.5.102.01

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

NOTE: CCAdv/WA release 8.5.102.00 contains the features, corrections, and modifications up to and including release 8.5.101.15, as well as any new features or corrections introduced in CCAdv/WA release 8.5.101.26. CCAdv/WA release 8.5.102.00 does not include new features, corrections, or modifications introduced in CCAdv/WA release 8.5.101.25.

Corrections and Modifications

This release also includes the following correction and modification:

Improvements have been made to how certain specific business attributes are created so that database contention is avoided in cases where two servers try to operate on the same data.

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This release of Genesys Contact Center Advisor/Workforce Advisor (CCAdv/WA) contains no new features or functionality and is compatible with the following Advisors components:

• Advisors Platform release 8.5.101.21
• Advisors Genesys Adapter release 8.5.101.23
• Frontline Advisor release 8.5.101.21

NOTE: CCAdv/WA release 8.5.101.27 contains the features, corrections, and modifications up to and including release 8.5.101.25. Apply this Hot Fix (CCAdv/WA release 8.5.101.27) only to CCAdv/WA general release 8.5.101.25.

Corrections and Modifications

This release includes the following correction and modification:

Workforce Advisor (WA) now imports data from an Aspect eWFM server without interruption. Previously, the data import from an eWFM server would run successfully for some time, but could stop working unexpectedly and without any obvious error. (CAWU-12355)

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

In the Map pane of the Contact Center Advisor (CCAdv)/Workforce Advisor (WA) dashboards, and on the CCAdv Mobile Edition Map, users now see coordinate-based dots only for contact centers to which they have access permission. Similarly, only objects to which a user has access permission display in the alert carousel at the bottom of the Map. Previously, the Map in CCAdv/WA release 8.5.1 displayed dots for contact centers to which a user did not have access permission, and those objects were listed in the alert carousel.

NOTE: Release 8.5.101.26 contains the features, corrections, and modifications up to and including release 8.5.101.15. It does not include new features or functionality introduced in release 8.5.101.25. This issue is fixed in CCAdv/WA release 8.5.101.26 only.

(CAWU-12249)

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Supported Operating Systems

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

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• The following report metrics have been added to Genesys Contact Center Advisor and/or Workforce Advisor:

  • Retrieved Calls: A voice-channel metric available for Agent Groups and Contact Groups. The metric tracks the number of actual retrieved calls for the contact group or agent group.

  • FC Retrieved%: A voice-channel metric available for Contact Groups. The metric calculates the percentage of forecast calls that were retrieved.

  • Total Ready Time: A voice-channel metric available for Agent Groups and Contact Groups. For each interval, the metric tracks the total time in seconds that logged-on agents were in a NOT ACTIVE state waiting for the next call.

  • ReadyTime%: A voice-channel metric available for Contact Groups. For each half-hour interval, the metric calculates the percentage of forecast handle time that logged-on agents are expected to be in a NOT ACTIVE state waiting for the next call.

  • Completed Calls[FILTER 16]: A voice-channel metric available for Agent Groups and Contact Groups. The metric tracks the number of calls completed by the selected group.

  • CHT-P[FILTER16]: A voice-channel metric available for Agent Groups and Contact Groups. The metric calculates the average time in seconds spent handling calls. Handle time includes talk time, after-call work, and hold time. The calculation includes finished and unfinished calls.

  Each Contact Group metric displays a value that is an aggregation of data retrieved from that same metric for Agent Groups. The Contact Group metrics use a 30 Min, Growing time profile and, therefore, can provide correct data only if the associated Agent Groups metrics also use the 30 Min, Growing time profile.

  Some of the new metrics use a filter placeholder called F16; for example, Completed Calls[FILTER 16]. To use these metrics, create a business object called F16 in the Configuration Server under the Advisors Filters folder. Within this business object, define the filter as you wish it to be used in your environment; for example, you could use it to filter out all private calls from a metric's calculation.

  See the Genesys Performance Management Advisors Metrics Reference Guide for more information about Contact Center Advisor and Workforce Advisor metrics.

• The following source metrics have been added to Contact Center Advisor/Workforce Advisor:

  • CallsHandledF16

  • CallsPartyChangedF16

  • CallsReceivedInternalF16

  • AvailableTime

  • Retrieved_Calls5_F16

  • TalkAndHoldTimeF16

  See the Genesys Performance Management Advisors Metrics Reference Guide for more information about the Stat Server metric definitions required for the correct operation of Advisors.

• A new Retrieved Calls metric for Agent Groups and Contact Groups has been added to Contact Center Advisor and Workforce Advisor. The previously-existing Retrieved Calls metric has been re-named to Completed Calls. The Completed Calls metric (previously Retrieved Calls) counts answered/retrieved calls after the calls are completed. The new Retrieved Calls metric counts answered/retrieved calls as soon as a call is answered.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

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

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• In the Resource Management Console (RMC), a supervisor who is not an agent (the Agent flag is disabled for the supervisor in the Person object) can now configure skill changes. To take advantage of this functionality, you must deploy Supervisor Desktop Service (SDS) release 7.6.300.11. The supervisor, or other logged-in RMC user, no longer requires the Change permission on Person objects in order to save changes to agents' skills (the Read permission is still required).

• Advisors applications support Genesys Stat Server 8.5.1. At the time of this release, Genesys had completed testing with Stat Server release 8.5.102.

• Support for Oracle database 12c JDBC driver. See the Supported Operating Environment: Performance Management Advisors page for more detailed database information and a list of all supported databases.

• Support for Genesys Workforce Management (WFM) Server release 8.5.2 was added on July 1, 2016.

  Genesys Workforce Advisor (WA) supports only the features available with the WFM API release 7.6. For example, WA does not support authentication when connecting to WFM Server. In Genesys WFM releases 8.5.1 and 8.5.2, WFM Server requires authentication, by default, when connecting. To connect to Genesys WFM from WA, disable authentication in Genesys WFM.

  To disable authentication in Genesys WFM:

  1. In the Configuration Management Environment, edit the Application for the WFM Server.
  2. To the Options / Annex add the following option:
  • Section: security
  • Name: require-authentication
  • Value: 0
  3. Save the information for the Application.

Corrections and Modifications

This release includes the following corrections and modifications:

The following timeouts have been increased:

• /xmlgen/XMLGen-CommonContext.xml:

  Old: <prop key="oracle.jdbc.ReadTimeout">60000</prop>
  New: <prop key="oracle.jdbc.ReadTimeout">900000</prop>

• /conf/XMLGen.properties:

  Old: task.timeout.minutes=10
  New: task.timeout.minutes=16

• xmlgen/c3p0-config.xml:

  Old: <property name="maxConnectionAge">600</property>
  New: <property name="maxConnectionAge">900</property>

The CCAdv/WA installer no longer verifies that the real-time metrics data sources that you specify for CCAdv XML Generator are correct. (CAWU-11748)

The installer for CCAdv/WA now updates the following values in the database to the values you enter during the installation:

• Time profile for agent groups� historical metrics
• Properties governing metric graphing

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Supported Operating Systems

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

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• Genesys has extended the bulk configuration export utility. You can now use the export utility to generate a copy of your bulk configuration tables from existing application configuration, and the copy contains no redundancies.

Corrections and Modifications

This release includes the following corrections and modifications:

**Important Migration Information**

The metric graphing schema upgrade is optional. The migration script updates the schema version and recreates the objects.
In MSSQL Server installations, apply mg-new-database-8.5.101.nn.sql to the metrics graphing MSSQL Server database.
In Oracle installations, connect as the metrics graphing user and apply the migrate_mg_8.1.500.18_8.5.101.nn.sql script.

The values of point-in-time metrics now refresh correctly on the dashboard. Previously, updates to the values of point-in-time metrics were delayed on the dashboard. (CAWU-12058)

Delays in the update of metrics in Contact Center Advisor (CCAdv), associated with slow agent data processing, no longer occur. Previously, the delays could occur in Oracle installations after statistic gathering was done when there was no, or very low, call activity. (CAWU-12047)

When importing activities from Genesys WFM, the import process checks for a change in execution mode more often, resulting in the WA Server changing mode more responsively. (CAWU-12046)

An ArrayIndexOutOfBoundsException in CCAdv XML Generator no longer causes threshold violations to fail to appear in CCAdv. (CAWU-12041, CAWU-11894, CAWU-11684)

Workforce Advisor no longer issues a "NullPointerException" when there is a Genesys WFM external source of data, but WA has no configuration (for example, if you are testing WA after deployment, and before you have done any configuration). (CAWU-12039, CAWU-12038)

CCAdv XML Generator no longer sends duplicate e-mail about an alert when the alert is created. (CAWU-12031, CAWU-12025)

You no longer experience an error message (Get available agent groups: Unexpected Error occurred) in the Applications - Agent Groups mapping area of the Application Configuration page in the Administration module. Previously, you might see the error message if you added a hierarchical object (such as an application), you then edited the service level threshold for the object, and then you opened the Applications - Agent Groups mapping area. (CAWU-12027)

CCAdv/WA metrics that are classified under non-voice channel groupings such as Web Chat or Email are now supported on virtual queues. Previously, these metrics displayed only dashes ("-") on the dashboard. (CAWU-12023)

The CCAdv LongQueue application metric no longer reports incorrect values for virtual queues. Previously, the LongQueue metric displayed the LongQueue value plus the GMT offset (for example, +4 hours for Eastern Standard Time). (CAWU-12000, CAWU-12010)

An Advisors Server controlled by the Solution Control Server (SCS) now recovers successfully after a lengthy loss of connection to the database (15 minutes or more) without interfering with the execution mode of CCAdv XML Generator. (CAWU-11948)

You no longer see the word "undefined" in the Last Updated timestamp in Contact Center Advisor when you log in using the French locale; however, you might still see the issue in Workforce Advisor. For details, see CAWU-12057. (CAWU-11572)

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

Contact Center Advisor XML Generator no longer fails to pass data because of a ConcurrentModificationException error. Previously, when this error appeared in the XML Generator log file, refresh rates on the dashboard were longer than expected. (CAWU-11975)

Top of Page

Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• Workforce Advisor Server and Contact Center Advisor XML Generator are integrated with the Solution Control Server. These modules now support the warm standby mode of operation. Warm standby is a form of high availability (HA) in which a backup server application remains initialized and ready to take over the operations of the primary server.

• As part of implementing warm standby for Workforce Advisor Server, the Windows and Linux services that previously controlled Geronimo running WA Server are no longer necessary. Geronimo running WA Server is now controlled by Solution Control Server. You can use the Solution Control Interface (SCI) or Genesys Administrator to start, stop, and fail over the Application.

• As part of implementing warm standby for CCAdv XML Generator, the Windows and Linux services that previously controlled XML Generator have been removed. XML Generator is now controlled by Solution Control Server. You can use the SCI or Genesys Administrator to start, stop, and fail over the Application.

• Advisors alert and action management features can accumulate obsolete historical alert and action management report data that the Advisors application never removes automatically. A maintenance procedure is added to remove the obsolete data based on configurable criteria. An Advisors database administrator can schedule a job or execute the procedure manually to periodically delete expired alerts or purge key action reports that are associated with expired alerts.

• Support for Genesys intelligent Workload Distribution (iWD) metrics for queue activity (Interaction Queues) and agent group activity. The following iWD metrics are available:

  • WorkItemEntered
  • WorkItemStopped
  • WorkItemMoved
  • MaxWorkItemProcessed
  • MinWorkItemProcessed
  • WorkItemWaiting
  • WorkItemInQueue
  • WorkItemOffered
  • WorkItemAccepted
  • WorkItemRejected
  • WorkItemTerminated
  • WorkItemProcessed
  • WorkItemTimedOut
  • WorkItemTransfersMade
  • WorkItemProcessingTime
  • WorkItemAverageProcessingTime
  
  The supported metrics do not include iWD datamart metrics.

• Advisors dashboards support the following browsers:

  • Mozilla Firefox 24.x
  • Microsoft Internet Explorer 10
  • Microsoft Internet Explorer 11
  • Google Chrome 35
  
  NOTE: If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.

• The Source Metrics manager shows Interaction-related actions, available in the Main Mask and Relative Mask drop-down menus when you create a new source metric.

• Advisors dashboards are available in English, French, or German.

• In the Report Metrics manager, use the Language drop-down list when creating or editing metrics to specify your language preference for the metric display name and description: English, French, or German.

• A comma is used to denote the decimal point on the German CCAdv and WA dashboards.

• Advisors support Oracle 12c databases.

• Advisors support Microsoft SQL Server Cluster.

• Advisors support Microsoft SQL Server 2012.

• You can now create custom multimedia CCAdv report metrics. Previously, custom CCAdv multimedia metrics were not supported.

• Custom historical chat and email agent group metrics that use the Short, Medium, or Long time profile group, and which you enable, are available in the Column Chooser for display on the dashboard. Previously, Contact Center Advisor could display only Short email and chat agent group report metrics on the dashboard.

Corrections and Modifications

This release also includes the following corrections and modifications:

Contact Center Advisor XML Generator no longer occasionally reports a null pointer exception when generating calculated data for the dashboards. (CAWU-11940)

When Contact Center Advisor XML Generator is started, the previous xmlgen.log is renamed and suffixed with a timestamp. The new xmlgen.log contains only messages entered after the startup. (CAWU-11896)

The problem with frequent deadlocks during WA metric data import, which could occur in some WA installations with Microsoft SQL Server, is eliminated in installations with Genesys data sources. (CAWU-11738)

Contact Center Advisor XML Generator no longer sends e-mail containing ERROR messages it writes to the xmlgen.log file. (CAWU-11586)

Installing Contact Center Advisor XML Generator no longer copies .jar files to the Java deployment directory. You will no longer see errors about not having permission to write data there. (CAWU-11585)

In Contact Center Advisor XML Generator, the processes that generate data for the dashboards no longer fail with the error, Cannot do this; I am the NULL implementation. (CAWU-11573)

An Action Management Report saves updates successfully after editing. Previously, when you opened a report in the Alert Management page, edited it, and then pressed Save, the report appeared to save your updates successfully (that is, no error messages were reported). However, if you opened that report again, your previous edits might be missing. (CAWU-11498)

The following metrics, displayed by Contact Center Advisor, are now disabled in a new installation of the Advisors Platform database:

• AlertNum
• AlertsExpiredNum
• AlertAvgDur
• AlertExpiredAvgDur

On the CCAdv dashboard, the word Now is localized in column headers and tooltips. Previously, Now was not localized in column headers and tooltips, although it was localized in the Column Chooser. (CAWU-11417)

Contact Center Advisor XML Generator reloads its log4j.xml file every 60 seconds. After changing a setting in that file, you no longer have to restart XML Generator to make the setting effective. (CAWU-10377)

The XML Generator recovers correctly and completely from loss of Oracle service when Oracle comes back online. Previously, XML Generator did not entirely recover from loss of Oracle service and would generate exceptions after failed attempts to reconnect. (CAWU-9219, CAWU-9828, ER #305410702, ER #313661944)

The startup of CCAdv XML Generator is no longer dependent on Advisors Platform (Geronimo) startup. Previously, Advisors Platform was required on the server on which you were deploying XML Generator, and you had to start Advisors Platform and ensure it was running before you started XML Generator. Starting in release 8.5.1, XML Generator can be installed on a server with Advisors Platform, but that is not required. XML Generator runs independently of Platform. (CAWU-9561, ER #310118433)

CCAdv XML Generator can now detect when stored procedures cannot run, even if the Oracle TNS listener stops running. Previously, if the Oracle TNS listener stopped running, XML Generator did not detect the problem and did not treat it as a database outage. (CAWU-9465, ER #309338479)

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

There is no longer any performance degradation in CCAdv XML Generator in environments with large volumes of data. Previously, XML Generator might fail. A restart of all CCAdv components was required to clear the problem. (CAWU-11997)

A problem with missing data in graphs, or data recorded during unexpected intervals, has been fixed. Previously, graphs might have had missing data points, or data points might have existed for time frames in which there should be no data (for example, the time between the end of one interval and the start of a new one). (CAWU-11904)

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• You can create custom agent group report metrics using capacity rules. Capacity rules define an agent�s ability to handle multiple, simultaneous interactions of differing media types on both single-media and multimedia DNs. These custom report metrics can track:

  • maximum interactions
  • routable interactions
  • current interactions

• You can configure the prefix to be used as part of the internal short name for custom report metrics. Previously, Advisors created an auto-generated short name that used the CM prefix only.

• In the Metric Manager, you can search by metric name or description in German, as well as English, regardless of the language option you selected at login.

• You can place point-in-time metrics in a time profile group: Short, Medium, or Long. Previously, point-in-time metrics were displayed on the dashboard independently from the time profile group selection. The labels of point-in-time metrics placed into Short, Medium, or Long no longer appear in column headers in the Hierarchy pane, the Applications pane, the Agent Groups pane, nor in the graph. Those labels do appear in tooltips.

Corrections and Modifications

There are no corrections or modifications for this release.

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This release contains no new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:

Tooltips show metric descriptions in German on the CCAdv dashboard when your language selection at login is German. Previously, the tooltips displayed in English regardless of your language selection. (CAWU-11502)

When WA imports contact groups from a source system, it checks to see if the contact groups in the data being imported are already in the Advisors database. Previously, in the scenario where all of the contact groups for one source system were "missing" from the imported data because the aliases had changed and were different from the configured contact groups in WA, WA failed to make the contact groups in the Advisors database inactive and failed to update the contact group names. The contact groups continued to appear on the dashboard, but the associated forecast metrics – and metrics that are derived from them – displayed N/A on the dashboard. Advisors now correctly updates the contact group names based on the imported aliases and the existing rollups remain intact. (CAWU-11087)

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Supported Operating Systems

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

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in the initial 8.5 release of Performance Management Advisors Contact Center Advisor and Workforce Advisor.

• Contact Center Advisor—Mobile Edition (iOS Client and Android Client, released 8/25/2014):

  • The server-side Mobile Edition application has been incorporated into the IP for CCAdv-WA. It no longer requires separate installation. The client-side applications remain separately installed applications. See the Performance Management Advisors 8.5 Deployment Guide for client installation instructions.
  • Support for Apple iOS7.
  • Support for Android OS 4.0.3+ Kitkat.
  • New labeling for time profiles:
    • On the Now pane, the time profile labels have been changed from N, 30, and T to S, M, and L.
    • On the Performance Monitor module, the time profile labels have been changed from NOW, LAST 30, and TODAY to SHORT, MEDIUM, and LONG.
      Note: The new labels are visible only with Performance Management Advisors server v8.5.0 and higher. If your Performance Management Advisors server is from a lower release than 8.5.0, you will continue to see the old labels.
  • On Apple client devices, the following changes have been introduced:
    • The Advisors Mobile Edition interface by default now aligns with the look of the default iOS7 interface.
    • A new session timeout parameter requires user to log back into the Mobile Edition client if it has been in background continuously for more than 15 minutes. When the session expires, the following message appears, along with pre-filled username and password fields, and the server URL: Session expired, Session has been idle over its time limit. Please re-login.
  • On Android client devices, the following changes have been introduced:
    • Role-based access control enables you to control access to the Metrics tab and/or the Performance Monitor module.
    • A new Logout button appears on the About tab. The Logout button returns you to to the login screen where you can can re-enter your username, password, and server URL or quit the application.

  • Notes:
    • The latest mobile client versions supported in this release are iOS 7.1.1 and Android 4.0.3+ Kitkat, which can be downloaded from the Apple App Store and Google Store, respectively. For the latest supported Blackberry version, see the Contact Center Advisor – Mobile Edition Blackberry Client 8.1 Release Note.
    • You must use Google Play services 5.0.84 or higher to run the Advisors Android Client.
    • For Known Issues relating to the iOS Client, Android Client, and the Blackberry Client applications, see release notes for each application.

• In the Administration module:

  • The Source Metrics page provides a user interface for maintaining statistic-type definitions from Stat Server. You can create source metrics for the following objects for CCAdv: GroupAgents, Queue, and CallingList.
    The Source Metrics page does not include Campaign, CampaignGroup, or CampaignCallingList objects, and does not include contact group metrics from WFM systems.
    The Source Metrics page visibility in the Administration module is controlled by RBAC privileges.
  • The Report Metrics page replaces the Metric Manager of previous releases, and offers improved functionality. You can create custom CCAdv application and agent group metrics, including Outbound CallingLists metrics, with the Report Metrics manager.
    The Report Metrics page visibility in the Administration module is controlled by RBAC privileges. With the correct privileges, you can view and edit all Contact Center Advisor and Workforce Advisor metrics. Note, however, that you cannot create custom metrics for WA in release 8.5.0.
    You can enable any disabled metric on the Report Metrics page.

• User-configurable time profiles:

  • For dashboard display, metric time profiles are grouped into three time profile groups. In previous releases, the group names were Now, 30 Min, and Today. In 8.5.0 the same groups are named Short, Medium, and Long. The name Point-in-Time or a blank time period, used in previous releases, has changed in 8.5.0 to Now. Note that these changes cause the meaning of the Now label to change in Contact Center Advisor in release 8.5.0.
  • Metric column headers specify the exact time profile.

• CCAdv and WA display metric names and descriptions in either English or German, depending on your choice of language at login. The multilingual text is entered in the Administration workbench in Metrics Manager / Report Metrics. Note that the latest CCAdv/WA release that supports French is 8.1.401. Release 8.5.0 does not support French.

• When you choose the 30 minute growing option for agent group metrics when installing Advisors, you no longer need to alter the parameters that direct source metrics imported from the Genesys Stat Server. Whether you choose 5 minute sliding or 30 minute growing for agent group metrics, you need to do nothing more in order for Advisors to display your choice correctly.

• Contact Center Advisor no longer calculates the values of metrics whose Enabled status is Disabled. You can see a metric�s Enabled status in the Metrics Manager / Report Metrics page of the Administration module.

• Contact Center Advisor XML Generator now has special logging categories for the queries that calculate application metrics and agent group metrics. This logging was added because the queries can now vary with the configuration of enabled and disabled metrics.
  In xmlgen/log4j.xml, the categories are named com.genesyslab.advisors.ApplicationMetricsQueries and com.genesyslab.advisors.AgentGroupMetricsQueries. Set their level to DEBUG and restart XMLGen to see the queries in xmlgen/log/xmlgen.log. Turning on DEBUG for the manager classes that produce the queries will not cause the queries to be logged.

• Performance Management Advisors components supported connection to Oracle Real Application Clusters (RAC) servers starting in release 8.1.4. Advisors now fully support RAC functionality such as High Availability and failover, as well.

• Support for Windows 8 64-bit Native.

• Support for Windows Server 2012 64-bit native.

• Support for Red Hat Enterprise Linux 6.0 64-bit native.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 8.1 or earlier releases and the initial 8.5 release:

Contact Center Advisor and Workforce Advisor must be connected to the Genesys environment to start; it is not strictly necessary for the Advisors servers or clients to have Internet access for startup.

The procedure for enabling and disabling agent reporting in CCAdv/WA has changed. Agent reporting is disabled in all new installations. See the Performance Management Advisors 8.5.0 Deployment Guide for details.(CAWU-11390)

The XML Generator now logs in the xmlgen.log file some ERROR messages that used to be written by default to the xmlgen-nt-service.log file. (CAWU-11019)

Properties alerts.enabled and notification.mail.to_address have been removed from WorkforceUtilization.properties. They were not used. The installer no longer requests an e-mail address for the notification.mail.to_address property. (CAWU-10981).

The dashboard correctly does not display data if a user has permissions to access a contact center or application group, but not to any of the application groups or contact centers with which it is associated within a region or operating unit.
Ensure each user has permission to at least one application group or contact centre associated with each contact centre and application group to which they have access for each of the regions and operating units to which they have access. (CAWU-10960)

When importing data from Genesys Workforce Management, Workforce Advisor no longer rejects all the imported data if it finds an error in the data for one activity. WA now skips the activity and proceeds to import the next activity. (CAWU-10693)

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Known Issues and Recommendations

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

Multi-byte languages are not supported.

Supported workforce management systems:

• Genesys Workforce Management (WFM) 8.1.2
• Aspect eWFM version 6 or higher
• IEX TotalView (SmartSync v1.7 or higher required)

The following modules and tools are currently unavailable:

• Performance Monitor window
• What-If tool
• Alert Management tab
• Action Management window
• Map pane
• Contact Center Advisor–Mobile Edition

If any DN Groups are removed from the Configuration Server, they continue to show as applications (Assigned or Available) and are not automatically removed.

Workaround: An administrator can manually remove a DN Group from the base object configuration as long as the DN Group has not yet been removed from the Configuration Server (that is, manually removing the DN Group from the base object configuration must be done before removing the DN Group from the Configuration Server). Otherwise, if the DN Group has already been removed from the Configuration Server and it was assigned to the rollup hierarchy, then an administrator can manually unassign the DN Group from the hierarchy.

(CAWU-12953)

You might see an "ORA-28040: No matching authentication protocol" exception against CCAdv XML Generator when it tries to start. This occurs in Oracle 12c installations only. When this happens, the XML Generator Oracle user account might lock if XML Generator makes too many attempts to start.

Workaround: Have your DBA review the issue and follow his/her recommendation. Resolving the issue might require a stronger password or possibly lowering the SQLNET.ALLOWED_LOGON_VERSION_SERVER setting to an acceptable level.

(CAWU-12636)

If you are installing CCAdv XML Generator on an existing Advisors Platform server, you must use the Configuration Server connection properties that were provided during the Advisors Platform installation. (CAWU-12102)

In the Map pane of the Contact Center Advisor (CCAdv) dashboard and the Workforce Advisor (WA) dashboard, users see coordinate-based dots for all contact centers, including those contact centers to which they do not have access. Related to this, all users can see all objects displayed in the alert carousel at the bottom of the CCAdv/WA Map pane, including those objects to which they do not have access. (CAWU-12249)

When tasks time out in CCAdv XML Generator, open sessions in the database are not closed. After repeated timeouts, open sessions might accumulate to the point that it is necessary to restart XML Generator. (CAWU-12135)

The LoggedOnNet metric displays dashes when 5-min sliding is chosen for the time profile of historical agent group metrics in Contact Center Advisor and Workforce Advisor. (CAWU-12236)

When upgrading your CCA/WA deployment, the installer overwrites custom configuration settings with the default settings. For example, the show.totals.and.averages setting is changed to true if you had set it to false. If you typically change the default values of the following parameters, note that the CCAdv/WA installer overwrites them when you migrate to a new release:

• warehoused.metrics.max.minutes.kept
• metric.graphing.enabled
• contact.center.available.in.skill.groups.chooser
• show.totals.and.averages

Workaround:

1. Install CCAdv XML Generator.
2. On the System Configuration page in the administration module, reset the configuration related to the display of agent group contact center names and the Totals and Averages row in the Agent Groups pane.

(CAWU-12215)

The Workforce Advisor Column Chooser might, at times, remove existing metric columns when new ones are added. If this occurs, re-open the Column Chooser and re-select the metrics that were removed. (CAWU-12156)

In environments where the XML Generator import process is very fast, some data snapshots might be skipped and not displayed on the CCAdv dashboard. (CAWU-12155)

There is incorrect syntax in queries for alert metrics if you enable only metrics for active alerts, or only metrics for expired alerts.

Workaround: All alert metrics must be enabled, or all disabled. This includes:

• AlertDur
• AlertAvgDur
• AlertExpiredDur
• AlertExpiredAvgDur

(CAWU-12128)

If a user attempts to open the Resource Management Console from a row in the CCAdv Applications pane, while in the Contact Centers pane the Enterprise row is highlighted/selected, an error is recorded in the server and a message returned to the interface.

Workaround: The user must open the Applications pane rows with a different level of the Contact Centers pane selected, if possible (assuming the Advisors role-based access control (RBAC) permissions for the logged-in user allow it).

(CAWU-12054)

Contact Center Advisor XML Generator sends e-mail about an alert to users who do not have permission to see the geographic region related to the application that is causing the alert. Workforce Advisor displays an alert in its dashboard to users who do not have permission to see the geographic region related to the contact group that is causing the alert. This is related to changes in access permissions, and when you made those changes; for example, it can take up to 24 hours for a change to permissions to take effect in the XML Generator. See the "Distribution Lists" topic in the Genesys Contact Center Advisor and Workforce Advisor Administrator User's Guide for more information. (CAWU-11979)

You must use Genesys Configuration Manager to add or edit privileges associated with roles, and to edit permissions associated with folders such as the Applications folder.

You must make the same selection for Agent Group Time Profile on both the CCAdv and WA installers. There is no separate setting for these two installers. If the setting differs between the two installers, the installer that you ran last will prevail; that setting will be used for both CCAdv and WA. (CAWU-11914)

On the French-language CCAdv and WA dashboards, a period (.) is used for the decimal point. (CAWU-11661)

You might see the word "undefined" in the Last Updated timestamp on the dashboards when you log in using the French locale. This occurs in the CCAdv and WA dashboards, and the CCAdv snapshot popup window.

Workaround: To prevent this issue from appearing on the dashboards, locate the HeaderBar.xml and Snapshot.xml files for the French locale only. Each file contains timestamp-related pattern properties that must be fixed:

• HeaderBar.xml contains 2 properties: <DateConvension> and <TimeConvension>
• Snapshot.xml contains 3 properties: <DateConvention>, <TimeConvention>, and <DateConvension>

For the French locale, the values of the properties must be as follows:

• HeaderBar.xml:
  <DateConvension>Day/Month</DateConvension>
  <TimeConvension>24</TimeConvension>
• Snapshot.xml:
  <DateConvention>Day/Month</DateConvention>
  <TimeConvention>24</TimeConvention>
  <DateConvension>Day/Month</DateConvension>

Examples of the file locations:
...\geronimo-tomcat6-minimal-2.2.1\repository\com\informiam\dashboard\dashboard-web\8.5.100.15\dashboard-web-8.5.100.15.war\ca\locale\fr (both HeaderBar.xml and Snapshot.xml)
...\geronimo-tomcat6-minimal-2.2.1\repository\com\informiam\dashboard\dashboard-web\8.5.100.15\dashboard-web-8.5.100.15.war\wu\locale\fr (HeaderBar.xml only)

(CAWU-11572, CAWU-12057)

Mobile Edition: Avoid using metric names or business attribute names that contain characters that are valid XML characters (for example, the ampersand (&)). Using metric names or business attributes that contain valid XML characters causes the Contact Center Advisor – Mobile Edition app to crash, and the app cannot recover. In this case, an error will be visible in the CCAdv server log.(MDS-807)

On the first day of Daylight Saving Time (DST), CCAdv XML Generator or Workforce Advisor Server might log errors such as Illegal instant due to time zone offset transition. The errors do not occur on the generation cycle following the one that failed. (CAWU-11969)

In Workforce Advisor, when importing activities from Genesys WFM, using a value for genesys.wfm.harvestHours that is too large can cause forecast metrics to occasionally appear as "N/A". If this happens:

• Enable DEBUG logging for GenesysWFMRawMetricsBatchHarvester in advisors/geronimo.../var/log/server-log4j.properties.
• Determine how long it takes to import all the activities from Genesys WFM.
• Reduce the value of genesys.wfm.harvestHours.
• Restart Geronmio on that node.
• Repeat until the import takes consistently less than half an hour, and the problem no longer occurs.

If an Advisors Server that is controlled by the Solution Control Server (SCS) loses its connection to a database, and then you attempt to stop it from the Solution Control Interface (SCI), the server will not shut down properly. Stop the operating system process for the server on the node on which it is running. (CAWU-11948)

An Advisors server that is controlled by Solution Control Server can set its application's status to Service Unavailable in the Solution Control Interface (SCI). If that Advisors server does not have a backup application configured for warm standby, then the status of Service Unavailable will remain in the SCI even if the Advisors server recovers to function normally on subsequent processing cycles.

To reset the status:

1. On the system running the Advisors server, kill the server's OS process.
2. From the SCI, restart the Advisors server.

(CAWU-11945)

Contact Center Advisor XML Generator might report an IndexOutOfBoundsException when examining threshold violations and creating alerts, even if no threshold violations are configured. This error resolves itself in the generation cycle following the one that failed. (CAWU-11894)

CCAdv/WA metrics that are classified under non-voice channel groupings such as Web Chat or Email are not supported on virtual queues. Such metrics display only dashes ("-") on the dashboard.

Workaround: When initially creating new non-voice custom metrics for virtual queues, select the All channel group in the metric manager for your Web Chat– or Email–type CCAdv/WA metrics instead of grouping them under a specific channel. For existing metrics that already have Web Chat or Email selected as the channel group, use the Save As option to recreate the metrics and to re-configure them to use the All channel group. Using the All channel group ensures the metrics will show valid values on the dashboard when used with virtual queues.

(CAWU-12023)

Infrequently, the generation tasks in Contact Center Advisor XML Generator might fail because of error ORA-08103: object no longer exists. You can ignore the error, unless it appears in logs consistently. If you see the error occurring consistently, consult your database administrator. (CAWU-11590)

Tooltips associated with metric column headers display in English even though your language selection at login was German. This happens when you use a secure (HTTPS) or a non-secure (HTTP) URL. (CAWU-11502)

The Workforce Advisor dashboard does not yet display metrics� correct time profiles in the column headers. The WA dashboard continues to display time periods for metrics in the column headers as it did in Advisors release 8.1.5: Now still means 5 min sliding, not Point in Time. (CAWU-11429)

An Action Management Report might fail to save updates after editing. When you open a report in the Alert Management page, edit it, and then press Save, the report appears to save your updates successfully (that is, no error messages are reported). However, if you open that report again, your previous edits might be missing.

Workaround: Delete the existing Action Management Report and create a new one that includes the new or updated information.

(CAWU-11498)

Genesys recommends that you avoid turning on zero suppression for a Calling List. Turning zero suppression on for a Calling List or Virtual Queue effectively removes the base objects from the dashboard, even if there are active campaigns, because the zero suppression rules for voice queues are applied to these objects, as well. (CAWU-11494)

On the CCAdv dashboard, the word Now is not localized in column headers and tooltips. It is, however, localized in the Column Chooser. (CAWU-11417)

When WA imports contact groups from a source system, it checks to see if the contact groups in the data being imported are already in the Advisors database. If a contact group is in the database, but not in the data being imported, WA sets the contact group in the database to Inactive because the source system is no longer sending data for it. However, if none of the contact groups from a source system are in the imported data (that is, all the contact groups for one source system are missing from the imported data), WA does not make the contact groups in the Advisors database inactive. As a result, the contact groups that should be inactive appear on the dashboard, but the forecast metrics and metrics that are derived from them have the status N/A. (CAWU-11087)

WA does not recognize a name change to the source system (that is, a change to a business unit or site name) from which it imports contact groups. If you change the name of a business unit or site in Genesys WFM, when WA imports its activities again, it will create a new set of contact groups for a new source system with the new name. In this case, you would have to configure the new contact groups and unassign the previously-configured contact groups associated with the source system with the previous name. (CAWU-11086)

Certain values for internal data that a user or administrator does not control may cause a contact group to not appear in the Contact Groups pane of the WA dashboard. The problem occurs only when the following groupings are chosen to display on the Contact Centers pane, and the network contact center related to the contact group is selected.

• Reporting Regions/Network CCs
• Operating Units/Network CCs
• Geographic Regions/Network CCs

This problem does not affect the values of the metrics in the regions or the network contact center. The Contact Group still contributes values to those metrics.

Workaround: To see the contact group, display another grouping on the Contact Centers pane, find the network contact center, and then select it.

(CAWU-10912)

When a user of the Workforce Advisor dashboard does not have privilege WorkforceAdvisor.Dashboard.EnterpriseStats.canView, the user experiences an incorrect effect in the WA accessible dashboard. In the tables for the information in the Contact Centers pane, the links for the information at level 2 are static text. The tables for the Applications pane corresponding to that level are missing. (CAWU-10901)

In the Administration module, you can assign the same agent group to more than one contact group. However, if you do this, and if the contact groups are related to the same application group, then in the Totals and Averages row on the Agent Groups pane the agent group's values will be counted more than once for that application group. (CAWU-10633)

WA supports single-site activities, or multi-site activities, but not both simultaneously in one deployment of WA.

To see correct values for multi-site activities:

1. Shut down the Advisors Geronimo instance that runs the WA server.

2. Edit the WorkforceUtilization-GenesysMetricsMapping.properties file in the Advisors/conf directory.

3. Edit the following properties as described:

   1. Change PERF_ITEM_FRC_CALC_ASA to PERF_ITEM_FRC_REQ_ASA.

   2. Change PERF_ITEM_FRC_CALC_SERVICE_PCT to PERF_ITEM_FRC_REQ_SERVICE_PCT

4. Restart Geronimo.

(CAWU-11110)

WA imports single-site activities that are associated with activity groups. You will see contact groups created from those in the Administration module; you can ignore them. (CAWU-11090)

Mobile Edition: When logging in to the CCAdv-ME application from your mobile client device, ensure that you do not use a backslash (\) or colon (:) in the username or password. Authentication fails if you use either of these special characters. (MDS-526, MDS-528)

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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. For more information on discontinued support for operating environments and databases, see "Discontinued Support" in the Genesys Supported Operating Environment Reference Guide.

Support is discontinued for Java 7.

Contact Center Advisor–Mobile Edition is discontinued.

Support is discontinued for Microsoft SQL Server 2005.

Support is discontinued for Microsoft Windows Server 2000.

Support is discontinued for Microsoft Windows Server 2003.

Support is discontinued for Microsoft Windows XP.

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Internationalization

Information in this section is included for international customers.

The Contact Center Advisor/Workforce Advisor Help is currently available in English only.

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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.

• The Performance Management Advisors 8.5 Deployment Guide describes how to configure and install the entire Advisors suite.

• The Performance Management Advisors 8.5 Contact Center Advisor & Workforce Advisor Administrator User's Guide describes how to configure your enterprise hierarchy and set up threshold rules/goals and users.

• The Performance Management Advisors 8.5 Contact Center Advisor and Workforce Advisor Release Advisory provides important information that applies to the Contact Center Advisor/Workforce Advisor product.

• The Performance Management Advisors 8.5 Contact Center Advisor and Workforce Advisor Help describes how to personalize your display of information for monitoring and root cause analysis.

• The Genesys Migration Guide contains a documented migration strategy for each software release. Please refer to the applicable portion of the guide, or contact Genesys Customer Care for additional information.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD.

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website may be more up-to-date than what is available on disc immediately after a product is released or updated.

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