| Release Number | AIX | HP-UX | Linux | Solaris | Tru64 UNIX | Windows |
|---|---|---|---|---|---|---|
| 8.0.001.06 [07/25/11] – Hot Fix | X | |||||
| 8.0.001.05 [01/07/11] – General | X | |||||
| 8.0.001.04 [12/17/10] – General | X | |||||
| 8.0.000.12 [06/30/10] – General | X |
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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 8.0.x releases of Performance Management Advisors Contact Center Advisor and Workforce Advisor.
Note: Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains no new features or functionality.
This release contains the following modification:
Custom Time Zones can now be configured for Workforce Advisor. To configure Custom Time Zones, during the installation of WA;
\conf directory.TimeZoneMapping.properties.For example;
#This file contains time zone mappings to allow custom time zone names to be
#translated to Java time zones
#MyTimeZone = CST6CDT
GENESYS = US/Eastern
where GENESYS is the name of the custom time zone. (CAWU-4094)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains no new features or functionality.
This release contains the following corrections and modifications:
Online Help files in German are implemented in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release contains the following new features and functionality:
For an application contact center:
Services check box is selected by default. The services (applications) from CISCO display in the list.
Call Types check box to display the call types.Genesys ACD/Virtual queues check box to display the ACD/virtual queues.Interaction Queues check box to display the interaction queues for chat and
e-mail. Chat and e-mail are not available in WA; consequently, you cannot assign a contact group to an interaction queue.This release contains the following corrections and modifications:
A problem with autoscroll on the carousel has been corrected. Previously, autoscroll did not stop at a contact center with alerts if the contact center name contained a space. (CAWU-3649)
Contact center names in the carousel are now displayed in correct alphabetical order. (CAWU-3648)
CCAdv XMLGen no longer produces the XML file describing applications and their aggregating
objects. This file, exported_applications_2.9.xml, was previously written to the
ca-xml directory. (CAWU-3498)
The Resource Management console is no longer accessible by right-click when user's privileges are not selected in the Administration page. (CAWU-3950)
This release is available in English and German, although online Help and e-mail templates are not currently available in German.
Search restrictions in the Alerts and Key Action Reports tables that previously limited
searching to subject, source system, description, application group, geographic region, reporting region, and
operating unit have been removed. (CAWU-2130)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is the initial 8.x release of this product. There are no restrictions for this release. This release contains the following new features and functionality:
Alerts pane: The Alerts pane now uses a larger format to
accommodate more information, such as object path, threshold information, and number of key action
reports.
Contact Centers pane and Applications pane. For
example, SL% 5 Min, 30 Min and Today.
This release contains the following corrections and modifications:
A problem with displaying data sources in the Data Sources tab when a decimal
value is entered on the Contact Center Advisor tab of the Systems
Configuration page has been corrected. (CAWU-3059)
The First, Previous and Next buttons on
the Users page now function correctly. (CAWU-3100)
A problem with displaying data sources in the Data Sources Connectivity indicator when a
decimal value is entered on the Contact Center Advisor tab of the Systems
Configuration page has been corrected. (196810)
XMLGen now has an optimization such that some tasks do nothing if the ImportTask process
has not updated a snapshot of metrics since the last time the task ran.
ImportTask has not provided a later snapshot, when GenerateNowTask
runs as scheduled, the task does not generate XML or update alerts or threshold violations.GenerateNowTask has not processed a later snapshot, when
WarehousedMetricsManager runs as scheduled, it does not write metrics to the
staging area in the metric graphing database.GenerateNowTask has not created new threshold violations from a later
snapshot when GenerateAlertsTask runs as scheduled, it does not generate
XML for alerts.GenerateNowTask runs, which now depends on
how quickly ImportTask runs.GenerateAlertsTask runs, which now depends on whether
GenerateNowTask runs, which now depends on how quickly ImportTask runs.A problem with displaying the metric graphing icon in the Contact Center pane has been corrected. Previously, unless you dragged the splitter to the right, the icon was not visible. (196824)
A problem with extraneous white space on the left of the display when five tabs are open has been corrected. (EAS-178)
A problem with the truncating of small metric values in the Snapshot window has been corrected. (CAWU-630)
Inconsistencies in the METRICS table in the POINT_IN_TIME of calculated
metrics have been corrected. (CAWU-2478)
XMLGen now runs many processes in threads to optimize processing. These threads will time out if they fail to finish in less than five minutes. If this happens XMLGen now reports an error and prints a stack trace. Previously, the error was ignored even though the process did not finish correctly. On very slow systems, these errors now appear in the log where they did not appear previously. (CAWU-2535)
This section provides the latest information on known issues and recommendations associated with this product.
Multi-byte languages are not supported.
| Found In: 3.3, 8.0, 8.0.001 | Fixed In: |
Skill group-to-application relationships are not being highlighted when objects go in and out of zero-suppress state; specifically, where objects that are zero-suppressed at the time relationships are harvested. Highlighting will be enabled the next time the relationship harvesting happens and the objects are out of the zero-suppressed state. (CAWU-3470)
| Found In: 8.0 | Fixed In: |
Resource Management fails to launch from the CCAdv Applications pane if you select a row in the Contact Centers pane that does not have an information icon, then select an application and click the Resource Management icon. (GEN-736)
| Found In: 8.0 | Fixed In: |
Calculations based on the skill-group metric Talking for
users of Workforce Advisor are unreliable. (CAWU-3638)
| Found In: 8.0 | Fixed In: |
When manually adding a data source, the source type must be in upper case, otherwise when the Geronimo service is started the CCAdv server will generate errors. (CAWU-3151)
| Found In: 8.0 | Fixed In: |
If they are not hidden from the WA dashboard, inactive skill groups and inactive applications display misleading old data. (CAWU-2987)
| Found In: 3.3 | Fixed In: |
On the Contacts page, adding a contact with a phone number that has an extension
generates errors.
Workaround: Do not add extensions.
(CAWU-3459)
| Found In: 8.0 | Fixed In: |
No warning message is displayed when you uncheck the Threshold check box while
there is an active alert for an Application Thresholds violation. (CAWU-3010)
| Found In: 3.3 | Fixed In: |
On the Action Management Report page, typing a key action name or cause in the free-form
text box when it has been used in an existing key action report by another user generates
an error, and saving the change is not possible.
Workaround: Type a unique name, and suggest it be added to the list.
(861/802)
| Found In: 8.0 | Fixed In: |
Searching in the Alerts and Key Action Reports tables is restricted to the
subject, source system, description, application group, geographic region, reporting region, and
operating unit. (CAWU-2130)
| Found In: 3.1 | Fixed In: 8.0.001.04 |
When a session expires, the Alert Management page becomes unresponsive to filters. (CAWU-2737)
| Found In: 8.0 | Fixed In: |
The SG LoggedOn, Avail, NotReady, Ready, and LongAvail metrics are
channel-independent but show only under voice. (CAWU-3434)
| Found In: 8.0 | Fixed In: |
Zero-suppressible application groups incorrectly zero-suppress virtual applications of skill-group call centers. (CAWU-3447)
| Found In: 8.0 | Fixed In: |
Metric percentage values that are greater than 100% are not correctly displayed in the CCAdv dashboard. They
should appear as 100+. (CAWU-3452)
| Found In: 8.0 | Fixed In: |
In the Alerts pane, the selection or deselection of Severity checkboxes in the Workforce Advisor dashboard
is incorrectly applied to the Alerts pane spawned from CCAdv, and vice versa. (CAWU-3458)
| Found In: 8.0 | Fixed In: |
In Pause/Play scenarios, the metric values on the Applications and Skill Group panes are
removed if the Resume button is clicked. (CAWU-3462)
| Found In: 8.0 | Fixed In: |
On the Contact Centers page, it is possible to add a contact center with an
effective date greater than the expiration date. (CAWU-3440)
| Found In: 8.0 | Fixed In: |
On the Rollups page, contact groups with long names do not wrap in the
Contact Group column. (CAWU-3444)
| Found In: 8.0 | Fixed In: |
Although alert metrics only display in the Column Chooser for voice, their values include the
total of all channel metrics. Alert metrics are: AlertNum, AlertsExpiredNum, AlertAvgDur,
and AlertExpiredAvgDur. (CAWU-3367)
| Found In: 8.0 | Fixed In: |
If an 8.0 Genesys Advisor browser points to a 3.1 server, the green Informiam theme displays instead of the blue Genesys theme. (CAWU-3377)
| Found In: 8.0 | Fixed In: |
An overlap between a multimedia queue ID and a voice queue ID can cause updates to cease for those queues. (CAWU-3485)
| Found In: 8.0 | Fixed In: |
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.
There are no discontinued features for this release.
Information in this section is included for international customers.
The 8.0.001.05 release contains online Help files in German. The 8.0.001.04 release is available in English and German, though neither e-mail templates nor online Help are available in German in that release. The initial 8.0.000.12 release is available in English only.
Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software.
The Performance Management Advisors 8.0 Contact Center Advisor & Workforce Advisor Deployment Guide describes how to configure and install Contact Center Advisor Workforce Advisor.
The Performance Management Advisors 8.0 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 8.0 Contact Center Advisor User’s Guide describes how to personalize your display of information for monitoring and root cause analysis.
The Performance Management Advisors 8.0 Workforce Advisor User’s Guide describes how to personalize your display of information for monitoring and root cause analysis.
The Performance Management Advisors 8.0 Alert Management User’s Guide describes how to manage the actions taken to resolve alerts and use the database to learn and repeat successes.
The Performance Management Advisors 8.0 Resource Management User’s Guide describes how to maintain skill levels and agents.
The Performance Management Advisors 8.0 Performance Monitor User's Guide summarizes how to personalize your display of information for monitoring.
The Performance Management Advisors 8.0 Workforce What-If Tool User's Guide describes and gives examples of scenarios that illustrate how to adjust resource levels to achieve optimal outcomes.
Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.