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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesys.com for more details.
This release note applies to all 8.1 releases of Performance Management Advisors Frontline Advisor/Agent Advisor.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on any third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features and functionality:
Frontline Advisor now includes an Agent Skills metric. Agent Skills is an agent state metric; it is a default raw report metric with no corresponding source metric. The metric is not associated with a specific channel (channel is All). The Agent Skills metric provides the list of configured skills for each agent and the skill levels. Agent Skills is enabled by default.
To support the Agent Skills metric, you must manually add a new business attribute value to the Frontline Advisor metrics list in
the Configuration Server: FrontlineAdvisor.Agent.All.AgentSkills.
You can view agent skills, and corresponding skill levels, in the Team pane of the Frontline Advisor supervisor dashboard when the Agent Skills metric is selected in the Column Chooser. In new installations, Agent Skills is a default column in the Team pane. Like other columns that you can sort in the Team pane, you can sort information in the Agent Skills column in ascending or descending order.
The Frontline Advisor server retrieves the list of skills and skill levels for each agent from the Configuration Server. The names of skills display in the Frontline Advisor dashboard exactly as an administrator entered them in Configuration Manager or Genesys Administrator.
Use the Skill filter at the top of the Team pane to filter the list of agents by agent skill. Enter a skill in the filter field, either the full or a partial skill name, and click the Search icon or press Enter on your keyboard; the Team pane displays only agents who have that skill. Visibility of the Agent Skills metric column has no effect on the ability to search for agents by skill. The Skill filter searches the list of agent skills even if the Agent Skills metric column is hidden from display based on settings in the Column Chooser.
There are no corrections or modifications in this release.
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
| CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
|---|---|---|---|---|---|---|---|---|---|---|---|
| X | X |
This release is under shipping control. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
When FA initializes, it now loads agent external ID mapping to adapters incrementally as agents are loaded into the hierarchy. This improves performance, particularly in environments where the number of agents in Genesys Configuration Server is much larger than the number of agents in the FA hierarchy. Previously, FA loaded information for all agents — even those not included in the hierarchy. Consequently, the FA server could fail to start because the Configuration Server timed out before FA could complete loading the agent external ID mappings. (GFA-3949)
The scroll bar on the bottom of the Team pane maintains its position through a refresh of Frontline Advisor. Previously, if the scroll bar was positioned anywhere other than at the left-most position, it could reset to the left-most position each time FA was refreshed. This behavior was related to the sorting of information in the Agent Name and State columns in the Team pane, and whether those columns displayed or were absent from the pane. (GFA-3908)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
| CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
|---|---|---|---|---|---|---|---|---|---|---|---|
| X | X |
This release is under shipping control. The following new features were introduced in this release of Frontline Advisor/Agent Advisor:
Frontline Advisor (FA) can now operate in a distributed, or clustered, mode. In distributed mode, all FA instances share the Platform database and FA database. Only one FA instance, the FA engine, performs metric aggregation. The other FA instances, which provide FA web services, retrieve dashboard data and metrics from the FA engine. Together, the FA web instances provide the presentation layer.
The following performance enhancements have been made to Frontline Advisor:
You now access the Frontline Advisor administration module from the same administration module used to configure Contact Center Advisor/Workforce Advisor. In earlier releases, the Frontline Advisor administration module was a standalone module dedicated to Frontline Advisor. You now configure Contact Center Advisor, Workforce Advisor, and Frontline Advisor from one centralized module.
Product documentation has moved to the Genesys Documentation website. The Frontline Advisor Administration User's Guide is available in both PDF format (for earlier releases), and online format for Release 8.1.5.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
When you log out of the FA accessibility supervisor dashboard, the interface returns a login page.
Your language preference is retained in this login page, and you can log in to the interface again using this
login page. If you prefer to change the language setting, you must enter the URL in the address field of your browser with the new language
option, and press Enter. Previously, clicking the Logout button on the HTML interface logged you out of the interface,
but if you used the login page that displayed to re-enter the accessibility interface, a blank Welcome screen displayed. It was necessary to enter the full
URL in the address field of your browser to log in again. (PLT-4191, PLT-4214)
The Frontline Advisor Administration module displays correctly when you navigate away from the module and later return to it. Previously, it could fail to load data until you logged out and logged in again. (GFA-3025)
The FA database down notification email now displays correctly. The email no longer contains undefined characters in German. (GFA-2960)
FA Administration: A change you make to the time profile in the Thresholds tab is no longer reset by the system when you click Save. (GFA-1129)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
The scroll bar on the bottom of the Team pane maintains its position through a refresh of Frontline Advisor. Previously, if the scroll bar was positioned anywhere other than at the left-most position, it could reset to the left-most postion each time FA was refreshed. This behavior was related to the sorting of information in the Agent Name and State columns in the Team pane, and whether those columns displayed or were absent from the pane. (ER #322202749, GFA-3970)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
| CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
|---|---|---|---|---|---|---|---|---|---|---|---|
| X | X | X |
This release is under shipping control. The following new features were introduced in this release of Frontline Advisor/Agent Advisor:
French is added as an option for language and country settings. English and German continue to be options.
Frontline Advisor and Agent Advisor are compatible with Oracle Java 1.7.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Refer to the Genesys Migration Guide for information about migrating Advisors components. Note that if you are migrating from a release earlier than 8.1.4, you must migrate Advisors components to each intervening release until you have installed your target release. For Release 8.1.401, also apply the following script if you use Oracle databases:
fa-database-migration-8.1.4-to-8.1.401.sql
The script corrects an issue with excessive logging. No change is required for MSSQL databases. (GFA-3911)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features and functionality:
Frontline Advisor and Agent Advisor can connect to Oracle Real Application Clusters (RAC). RAC functions such as High Availability and failover are not supported.
The Informiam.Reason_Code metric has been updated. FA can now display the current reason code, as well as the duration of time that the agent has been in that state. That is, the time reported can reflect the time at which the reason code changed. If you have set a reason code for an agent, the UNIX timestamp that indicates the time at which the reason code was applied to the agent is appended to the value of the reason code reported by the Adapter. When reporting a reason code value to a dashboard, the timestamp - if set - is compared with the current time, and the difference is reported in MM:SS format. Note that the timestamp recorded when a Reason Code changes is measured by a T-Server, but the current timestamp is measured by FA. It is very important that the clocks on those machines agree to ensure the computed elapsed time is correct. UNIX timestamps are approximately the same as UTC.
To take advantage of this update, you must be using Genesys Adapter, running Stat Server 8.1. Stat Server Release 8.1.000.22 is the minimum supported version for Genesys Adapter. For Advisors Release 8.1.4, Genesys recommends you use Stat Server Release 8.1.000.28.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
To correct latency issues, several performance-related database optimizations are introduced for Oracle. Frontline Advisor has improved performance times for the following:
(GFA-3385, GFA-3387)
The Persons folder in Configuration Manager from which the Frontline Advisor hierarchy is loaded can now include non-agents. Previously, if the FA hierarchy was loaded from a Persons folder that included non-agents, an error was triggered during the hierarchy load. (GFA-3364)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
| CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
|---|---|---|---|---|---|---|---|---|---|---|---|
| X | X |
This release is under shipping control. The following new features were introduced in this release of Frontline Advisor/Agent Advisor:
New performance metrics are added based on existing and new source metrics. There are 27 new performance source metrics. Twelve new metrics are enabled when you migrate to Release 8.1.4. One of the twelve is not a dashboard metric, but is used for calculations in other metrics. Fifteen new metrics are disabled until you configure an associated filter (available in stored procedures in the FA database). If you do not configure the filters, Frontline Advisor does not request statistics for these metrics from the Advisors Genesys Adapter and does not display them in the dashboard column chooser. If the filters are configured, team-level metrics that are dependent on filtered source metrics for their aggregation are also enabled.
There are 10 new performance computed metrics. Six of the new computed metrics are enabled when you migrate to Release 8.1.4. Four computed metrics are dependent on filtered agent-level metrics for the calculations and are suppressed until you configure the filters.
There are no corrections or modifications in this release.
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
| CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
|---|---|---|---|---|---|---|---|---|---|---|---|
| X | X |
This release is under shipping control. The following new features were introduced in this release of Frontline Advisor/Agent Advisor:
Role-Based Access Control—There are additional privileges for Frontline Advisor:
FrontlineAdvisor.SupervisorDashboard.TeamsPane.canSortFrontlineAdvisor.SupervisorDashboard.TeamAlertsPane.canSortFrontlineAdvisor.SupervisorDashboard.AgentAlertsPane.canSortColumn Chooser for Frontline Advisor now has the appearance and functionality of the Contact Center Advisor Column Chooser.
Agents also use Column Chooser, which replaces the Configure pane on Agent Advisor.
ToolTips provide descriptions of the metrics that you are monitoring. Move your mouse cursor over any metric column header
in the Hierarchy and Team panes to display a ToolTip. The ToolTip contains the metric display name, as well as a description of
that metric.
When columns in the Supervisor Dashboard contain metric values of N/A or -, these records
are listed last (in both ascending and descending order).
The ability to sort information within the panes on the Supervisor Dashboard is controlled by user roles defined by your
administrator (Role-Based Access Control). You can sort information within the Team, Agent Alerts,
and Team Alerts views if your role includes these privileges. If your role includes the ability to sort
information, records are displayed on your dashboard in the order in which they are received from the server. Sort the information
in a view by clicking a column heading. If your role does not allow you to sort information, the default sort order of
records is first by logged in agents, then by last name.
There is a new Genesys splash screen for the installer and login screens.
This release includes the following correction and modification since the previous 8.1 release of this software:
For Frontline Advisor, Data Manager now correctly loads the configuration for FA adapters only. Previously, when multiple adapter types were available in the Advisors Platform database, Data Manager attempted to load non-FA adapters. (GFA-3120, GFA-3137)
The properties file is now parsed prior to a hierarchy reload. A restart of the service is not required to load a hierarchy root node change. Previously, FA loaded the root node configuration only at startup. (GFA-3061)
The alert state or status now correctly displays in German on the HTML version of the Supervisor Console that you use with screen reader software. Previously, the alert state displayed in English although the specified language setting was German. (GFA-3045)
Text now wraps correctly when you print from FA using font family Courier and font size Large. Previously, it was necessary to use a font size smaller than Large when using Courier font to print information from FA. (GFA-3031)
An error message now displays if you provide an incorrect username or password when logging in to the HTML version of the Supervisor Console that you use with screen reader software. Previously, no error message displayed and the accessibility software continued to prompt for your username. (GFA-2988)
FA Agent Console: The horizontal scroll bar in the Agent pane works correctly when all the metrics in the Column Chooser are displayed. Previously, the scroll bar displayed no end limit if all the metrics were displayed in Column Chooser. (GFA-974)
Oracle: The LastUpdateTime field in the FA_Thresholds table is now correctly updated when a threshold is updated. (GFA-871)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
| CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
|---|---|---|---|---|---|---|---|---|---|---|---|
| X | X | X |
This release is under shipping control. The following new features were introduced in this release of Frontline Advisor/Agent Advisor:
French is added as an option for language and country settings. English and German continue to be options.
There are no corrections or modifications in this release.
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages, other than English, supported by this release.
| CSY | CHS | CHT | DEU | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
|---|---|---|---|---|---|---|---|---|---|---|
| X |
This release is under shipping control. This release contains the following new features or functionality:
FA now includes Role-Based Access Control (RBAC). The System Administrator uses roles, role privileges, and user permissions to refine the level of access that users have to business objects, metrics, and so on. Roles are defined, maintained, and associated to users in the Genesys Configuration Server. See Genesys Performance Management Advisors 8.1 Frontline Advisor Adminstration User’s Guide for more information.
FA users are granted or denied access to settings based on their role. If your role permits you
to work in the FA Administration module Settings tab, specifically the Hierarchy Reload section of the
Settings tab, you can now press the Reload button to initiate a reload of the FA monitoring hierarchy
from the Genesys Configuration Server.
When you install Frontline Advisors (FA), you can now specify a Persons folder in Configuration Manager to be
the root for the FA hierarchy. If you specify a Persons folder as the root, the hierarchy is read and loaded from
that Persons folder at FA (re)start and when you use the reload feature.
The FA Manager Console now includes improved accessibility functionality that is a subset of JAWS Standard version 11. Keyboard shortcuts can be used in conjunction with screen reader accessibility software (JAWS), as an alternative to the standard browser navigation.
The Data Manager feature is implemented in this release. The Data Manager feature provides support for load balancing across multiple adapters using the same data source (in a single Genesys environment). See Genesys Performance Management Advisors 8.1 Deployment Guide for more information.
The Hold Time metric is no longer a standalone metric. Hold time is now included in two new metrics: average talk time including hold time and average talk time per call including hold time. See Genesys Performance Management Advisors 8.1 Frontline Advisor Administration User’s Guide for more information.
The performance metrics for all agents who logged in during a configured Time Profile now contribute to the performance
metrics for that specific time interval. Previously, Advisors reported agent performance metrics as 0 (zero) for any
agent who logged off during a configured time interval.
The Hierarchy pane now includes Search functionality. The Search functionality improves your ability to find
a specific node based on its name. The Search finds matches amongst the visible hierarchy nodes only; closed nodes are not searched.
You can now click anywhere on a line item in the Hierarchy view to expand the content for that line. It is no
longer necessary to click on the line icon to view the expanded content.
FA now includes English and German templates for the subject line of the Database Notification e-mail, and for the message body of the Database Down and the Database Recovery e-mail notifications.
Genesys branding has been applied throughout the product.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
The Agent Console now runs during the daily reinitialization without issue. Previously, the Agent Console could
display an error message (Unknown update type: reset) when operating during the reinitialization period. (GFA-1206)
You can now define a rule and apply it to duplicate agents, or define a rule and apply it to two Agent Groups that contain duplicate agents. Alerts are now generated correctly for both situations. (GFA-1208)
Uniqueness of time profile names is now enforced: you can no longer save time profiles with identical names. (GFA-1247)
You can now adjust the FA vertical screen splitter to extend the width of panes for easier viewing of content. The screen splitter is designed to stop before reaching the edge of the screen. (GFA-1252)
You can now successfully drag optional metrics in FA and AA views after disabling one or more mandatory (non-optional) metrics. (GFA-1263)
Buttons for disabled time profiles no longer display on the FA dashboard. (GFA-1275)
A problem with re-enabling time profiles has been corrected. Previously, after disabling time profiles, the re-enabling action was not saved. (GFA-1287)
The violation count for teams and supervisors found in the Hierarchy pane of the Manager Console now includes the count of active violations only. Previously, the violation count also included inactive alerts. (GFA-1286)
Only time profiles that are in use now display a time profile button on the FA dashboard. Previously, time profiles with disabled metrics also displayed. (GFA-1325)
With RBAC support, metric configuration is now moved to the Genesys Configuration Manager. The Metrics pane is removed from the the FA Administrator Console. (GFA-2962)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
An additional logging facility has been implemented which logs unhandled exceptions when service handlers encounter an unserviceable request. (GFA-2946)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Hierarchies are now correctly displayed when a supervisor is also a member (agent) of the hierarchy. Previously, the display of hierarchy nodes displayed depended on which dashboard the request came from. Now, a new profile service ensures that if the user is an agent, the agent node is displayed, and if the user is a supervisor, the nodes of the hierarchy that the supervisor has access to are displayed. (GFA-2669)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Oracle migration scripts are now included in the software distribution. (GFA-2626)
Supported Operating Systems
New in This Release
Corrections and Modifications
This release is under shipping control. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
The handling of record loading in the hierarchy database has been modified.
Previously, the loading of this table failed with a unique index violation on the
AgentSkillID when loading into the Employees table. (GFA-2603)
The order of metrics columns now persists correctly in the Team and
Hierarchy panes, and is now saved when the focus moves from one
level to another in the hierarchy tree. (GFA-1183)
A problem in stored procedures that could result in duplicate key violations for certain large hierarchy configurations has been corrected. Previously, this would result in performance metrics rolling up incorrectly. (GFA-1267)
Supported Operating Systems
New in This Release
Corrections and Modifications
This release is under shipping control. This release contains the following new features or functionality:
Integration with Genesys Management Framework—User data now comes from and is authenticated by the Configuration Server. Configuration Server integration removes all current users and permissions. Users imported from the Configuration Server have no permissions.
Support for two additional new time profiles for performance metrics—These are user configurable and can be of type growing or sliding.
Access permission to levels of the hierarchy—Permissions are now configured at each hierarchy level to determine which levels of the hierarchy the user can access.
Option to suppress the team view—You can choose to suppress the display of teams that have a small number of agents.
Option to suppress, through the Administration module, the display of specific metrics from the dashboard.
The e-mail text for database notifications has been externalized in the
frontlineadvisor.properties file. The change takes effect after a server restart.
This release also contains the following features and functionality that were part of the 8.1.0 restricted release:
Support for call-type-specific KPIs
Support for Oracle 11g databases
Support for Windows Server 2008 64-bit native
Support for Windows 7 32-bit and 64-bit native
Support for Citrix Xen App 5
Support for VMWare vSphere 4 Hypervisor
Support for TCP/IP v6
Support for encryption of database data
Support for Genesys Stat Server capacity rules for the voice channel.
This release contains the following corrections and modifications:
In the Agent console, the My Current Alerts tab and the My
Alerts History tab are consolidated into a new My Alerts tab. (GFA-713)
The horizontal slider in the Team pane of the Supervisor view now
displays correctly. (GFA-931)
Creating multiple instances of rules for a single agent is no longer possible. (GFA-867)
Supervisor dashboard printout: Null values are now printed correctly. (GFA-856)
The definition of Lng Call is now the same in Genesys Adapter as in
Cisco Adapter. (GFA-904 )
This section provides the latest information on known issues and recommendations associated with this product.
Large-Scale System Testing (LSST) performance testing of MS SQL is not part of 8.1.1 and consequently, large SQL customers (see row 4 of the table below) may be at risk. The following table shows the customer sizing categories based on the number of base objects being monitored and the daily call volume.
| Size Category | Number of Agents | Number of Agent Groups | Number of Queues | Daily Call Volume |
|---|---|---|---|---|
| Small | Fewer than 500 | Fewer than 50 | Fewer than 50 | Of the order of tens of thousands |
| Medium (1) | Fewer than 5000 | Fewer than 400 | Fewer than 1000 | Up to 500,000 |
| Medium (2) | Fewer than 500 | Fewer than 400 | Fewer than 1000 | Up to 500,000 |
| Large | Fewer than 30,000 | Fewer than 1000 | Fewer than 8000 | Up to 4 million |
Multi-byte languages are not supported.
| Found In: 3.3, 8.0, 8.1.1, 8.1.2, 8.1.3, 8.1.4, 8.1.5 | Fixed In: |
If a time profile is enabled, performance metrics associated with that time profile show as '-' instead of 'N/A' until the adapter has provided source values for these metrics.
Workaround: Restart FA to correct the inconsistency.
(GFA-3379)
| Found In: 8.1.5 | Fixed In: |
If you restart FA or the Genesys Adapter, you must also restart the other of the two for communication to be restored. (GFA-3904)
| Found In: 8.1.5 | Fixed In: |
When a rule violation is displayed on the dashboard, the violation criteria does not display.
Workaround: In the FA Administration module, add the rule criteria as part of the rule description, which displays on the dashboard.
(GFA-3903)
| Found In: 8.1.5 | Fixed In: |
If a rule applies to an agent who belongs to multiple teams, and the rule has different definitions for the agent as a member of those teams, one violation of that rule, at most, displays on the dashboard.
Workaround: Configure the rule so it is enabled with only one definition for the agent.
(GFA-3902)
| Found In: 8.1.5 | Fixed In: |
If you add a new hierarchy grouping to FA and click the Hierarchy Reload button, the new hierarchy grouping does not show
up in the Hierarchy pane, although the log indicates that the hierarchy grouping was added.
Workaround: Do one of the following to refresh the information in the Hierarchy pane of the FA dashboard:
(GFA-3627)
| Found In: 8.1.400.02 | Fixed In: |
When using short time profiles, if an agent is involved in an interaction that is being measured for a time longer than the length of the time profile itself, the corresponding percentage time metrics may be slightly elevated above 100%. This issue was observed when testing with 7-Min and 9-Min Growing time profiles. This is caused by potential delays in reporting of the measured interaction time with respect to the total logged in time of the agent. Related to this, the percentage time metrics may also be reported slightly less than the actual value. The magnitude of difference is generally one to three percent. (GFA-3357)
| Found In: 8.1.4 | Fixed In: |
You can experience long startup times for Frontline Advisor. For example, when you start (or restart) FA, it can take more than one hour for all the metrics to load and display. (GFA-3368)
| Found In: 8.1.2 | Fixed In: 8.1.400.03 |
If the FA hierarchy is loaded from a Persons folder (in Configuration Manager) that includes non-agents, an error is triggered during the hierarchy load because adding non-agents to the FA hierarchy is not supported. Avoid adding non-agents to the Persons folder from which you load the FA hierarchy, or modify the permissions for the account used by Advisors to connect to the Configuration Server such that it does not have Read access to these non-agents. (GFA-3364)
| Found In: 8.1.2 | Fixed In: 8.1.400.03 |
Data Manager loads configuration for all adapters that are available in the Advisors platform database. This results in failures when CCA and FA adapter instances are configured in the same Advisors platform.
Workaround: For adapters that are intended for use exclusively with CCAdv, configure the source environment field to null in
the Adapter_Instances table. Restart FA after the database change is completed.
(GFA-3076)
| Found In: 8.1.2 | Fixed In: 8.1.3 |
When using the accessibility interface (Supervisor Console) with Internet Explorer 8.0, the screen reader may not stop reading after identifying the Logout button.
The feature worked correctly during subsequent testing.
Workaround: If you experience this issue, when the screen reader reads Logout button, immediately press Enter to log out.
(GFA-3058)
Genesys recommends always using the relevant migration utility or Administration tool for creation and deletion of business attribute values, rather than manual creation and deletion. You can manage the number of metrics in a user's column chooser with permissions configured in Configuration Manager. (GFA-3057)
The alert state or status can display in English on the German-language accessibility Supervisor Console (that is, the HTML version of the Supervisor Console that you use with screen reader software). (GFA-3045)
| Found In: 8.1.2 | Fixed In: 8.1.3 |
Permissions granted at an Agent Group level in Configuration Manager do not propagate to that Agent Group's agents in Configuration Server. This is normal Configuration Manager and Configuration Server operation, working as designed.
Workaround:
Do one of the following:
Set the Read or Change permission directly on the agent(s) for whom you want to perform overrides.
Create the hierarchy under the Persons folder structure, where permissions do propagate from folders down to agents.
(GFA-3033)
| Found In: 8.1.2 | Fixed In: |
Text can wrap incorrectly when you print from FA using font family Courier and font size Large. Genesys recommends that you use a font size smaller than Large when using Courier font to print information from FA. (GFA-3031)
| Found In: 8.1.2 | Fixed In: 8.1.3 |
The Frontline Advisor Admin tab can display incorrectly (does not load any items) when you navigate away from the tab and later return to it, or when you log out and log in again.
Workaround: Refresh the Frontline Advisor Admin tab view by clicking on the tab again.
(GFA-3025)
| Found In: 8.1.2 | Fixed In: 8.1.5 |
If you provide an incorrect username or password when logging in to the accessibility Supervisor Console, you do not receive an error message and the accessibility software continues to prompt for your username. (GFA-2988)
| Found In: 8.1.2 | Fixed In: 8.1.3 |
When you click the Logout button on the HTML accessibility interface (Supervisor Console), the interface logs you out and a
login page displays. If you use this login page to re-enter the accessibility interface, a blank Welcome screen displays.
Workaround: Do not use the login screen presented to you after logging out of the accessibility interface. Always enter the
accessibility interface URL in the Address field of your browser and press Enter to be directed to the correct
login screen for the accessibility interface.
(GFA-2977)
| Found In: 8.1.2 | Fixed In: |
The FA server regularly synchronizes its internal hierarchy with the Configuration Server. Once the hierarchy is synchronized, changes made to hierarchy nodes through the Configuration Manager are not automatically reflected in the hierarchy displayed by FA clients, and metric computations continue to use the previously loaded hierarchy structure. For example, agents can be removed from the hierarchy folder structure in Configuration Server, but the FA server will continue to try to collect and rollup source metrics for these agents.
Workaround: If intra-day hierarchy changes are made through the Configuration Manager, it is necessary to trigger a hierarchy reload through the Admin module to ensure that these changes are reflected in FA.
(GFA-2971)
The FA database down notification email can contain undefined characters in German. (GFA-2960)
| Found In: 8.1.2 | Fixed In: 8.1.5 |
When you initially log in to the Frontline Advisor Manager Console, make updates, and refresh the view, you may see the Hierarchy and Team panes fill the view and the Team Alerts and Agent Alerts panes are not visible.
Workaround: Click the Restore Down/Maximize button on your browser window to correct the display.
(GFA-2777)
| Found In: 8.1.2 | Fixed In: |
Thresholds and rules using overrides, configured prior to 8.1, cannot be migrated to 8.1.1. The FA database will generate errors to the log file when using the 8.1 to 8.1.1 migration script to migrate the FA database.
Workaround: Before you run the 8.1 to 8.1.1 migration script, execute the following queries to remove threshold and rule overrides and allow creation of the indexes:
DELETE FROM FA_Violations
DELETE FROM FA_Thresholds WHERE IsGlobal = 0
DELETE FROM FA_Rules WHERE IsGlobal = 0
(GFA-3050)
FA Administration | Settings: Values of disabled time profiles continue to display on the FA dashboard.
Workaround: Clear the cache (and ideally the database tables) of metric values for the disabled time profile(s).
(GFA-1242)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
FA Advisor: Dragging a metric behind the Names metric in the Hierarchy
pane causes the Hierarchy pane to display blank. (GFA-1220)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
When a rule is defined differently for two agent groups to which an agent belongs, only one definition of the rule is enforced for the latest agent group. When two different rules with the same template for a duplicate agent are sent, Genesys Adapter reports the rule value for the later one only. (GFA-1208)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
FA Agent Console: The agent alerts printout does not reflect changes made to the
Agent Alerts page in GFA-713. (GFA-1207)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
FA Agent Console: Some translations are missing in the My Alerts pane, and
no ToolTips are provided. (GFA-1199)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
Time profile buttons fail to display correctly when fewer than three time profiles are defined. (GFA-1250)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
FA Supervisor Console: Occasionally, the last refresh time goes beyond 10 minutes even when in the FA administration settings tab the Performance Interval is defined as 60 seconds. (GFA-1248)
FA Administration | Thresholds: The cursor continues to display "busy" indicator even when there is nothing left to be loaded. (GFA-1111)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
No alerts are shown in the Alert Web service. (GFA-1177)
FA Administration: The selected time profile is not persisted. (GFA-1129)
| Found In: 8.1.1 | Fixed In: 8.1.5 |
FA Agent Console: The horizontal scroll bar in the Agent pane shows no ending point
if all the metrics in the Column Chooser are displayed. (GFA-974)
| Found In: 8.1.1 | Fixed In: 8.1.3 |
Agent Advisor Print functionality: The rightmost metric name exceeds the space allocated for it and it overruns the square's borders. (GFA-968)
| Found In: 8.1.1 | Fixed In: 8.1.2 |
In e-mail transfer metrics, the number of transfers offered may incorrectly show as less than the number of transfers handled. (GFA-938)
Oracle: The LastUpdateTime field in the FA_Thresholds table is not
updated when a threshold is updated. (GFA-871)
| Found In: 8.1 | Fixed In: 8.1.3 |
FA Agent view: When the agent has multiple alerts, the vertical scroll bar displays
incorrectly. (GFA-845)
| Found In: 8.1 | Fixed In: 8.1.2 |
ToolTip text does not display when you move your mouse cursor over a changed time interval for a rule for an agent. This is normal functionality, working as designed. (GFA-107)
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 in this release.
Information in this section is included for international customers.
There are no internationalization issues for this product.
Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website.The following documentation also contains information about this software.
The Performance Management Advisors 8.1.1 Deployment Guide describes how to install and configure all Advisors suite components (for 8.1.1 and earlier releases).
The Performance Management Advisors 8.1.1 Frontline Advisor Administration User's Guide describes how to perform system administration functions for Frontline Advisor (for 8.1.1 and earlier releases).
The Performance Management Advisors 8.1 Deployment Guide describes how to install and configure all Advisors suite components (for 8.1.2 and later releases).
The Performance Management Advisors 8.1 Frontline Advisor Administration User's Guide describes how to perform system administration functions for Frontline Advisor (for 8.1.2 and later releases).
The Performance Management Advisors 8.1 Frontline Advisor & Agent Advisor Release Advisory provides important information that applies to the Frontline Advisor/Agent Advisor product.
The Performance Management Advisors 8.1 Frontline Advisor Manager Help describes how to perform manager functions for Frontline Advisor.
The Performance Management Advisors 8.1 Frontline Advisor Agent Help describes how to perform agent functions for Frontline Advisor.
Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).
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. 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.