Release Note

Performance Management Advisors
Frontline Advisor and Agent Advisor

8.5.x

Genesys Telecommunications Laboratories, Inc. © 2014–2018

Contents

Introduction

Release Number AIX Solaris Linux Windows
8.5.202.10 [05/21/18] – Hot Fix     Platform independent within supported platforms
8.5.202.09 [02/07/18] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.102.01 [03/03/17] – Hot Fix     Platform independent within supported platforms
8.5.102.00 [08/10/16] – Hot Fix     Platform independent within supported platforms
8.5.101.21 [06/22/16] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.101.17 [04/20/16] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.101.08 [10/23/15] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.100.15 [03/27/15] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.001.02 [08/25/14] – General (Under Shipping Control)     Platform independent within supported platforms
8.5.000.10 [05/21/14] – General (Under Shipping Control)     Platform independent within supported platforms

Link to 8.1 Product Release Note (Cumulative)
Link to All Genesys Release Notes
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 8.5 releases of Performance Management Advisors Frontline Advisor. The release note applies to all releases of Agent Advisor up to, but not including, release 8.5.2; Agent Advisor is discontinued starting with release 8.5.202.09.

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 Frontline Advisor and Agent Advisor (applicable to Agent Advisor up to, and including, release 8.5.101.21; Agent Advisor is discontinued starting with release 8.5.202.09). Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.5.202.10 [05/21/18] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 Frontline Advisor (FA):

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.5.202.09 [02/07/18] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

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.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X X   X              

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 Frontline Advisor.

Corrections and Modifications

This release includes the following corrections and modifications:


Logging for all Advisors modules is now configured in the log4j.properties file. This includes logging configuration for Frontline Advisor. Previously, you configured logging for Frontline Advisor in the FrontlineAdvisor-log4j.properties log configuration file. In addition, the log output is now logged to the advisors.log file, instead of the Frontline Advisor–specific fa_server.log file.


The Frontline Advisor supervisor dashboard no longer requires the Adobe Flash Player plugin (the re-designed dashboard is not built on Flash technology). (GFA-4622)


The FA supervisor dashboard correctly uses display names for metrics after a hierarchy reload. This correction is applicable to 8.5.2 releases only. In earlier releases, the FA dashboards might display internal, rather than user-readable, metric names after a reload of the hierarchy using the FA administration page or after the scheduled nightly refresh. (GFA-4714)


Frontline Advisor can successfully issue statistics to Advisors Genesys Adapter while agents in the FA hierarchy are being deleted from the Genesys Configuration Server. Previously, FA could get stuck if agents were deleted from the Configuration Server while FA was issuing statistics. (GFA-4712)


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Release Number 8.5.102.01 [03/03/17] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 Frontline Advisor (FA) contains no new features or functionality and is compatible with the following Advisors components:

Corrections and Modifications

This release includes the following correction and modification:


Frontline Advisor no longer fails to switch to the BACKUP state when started as part of a High Availability application pair. Previously, in some environments, Frontline Advisor would fail to change state during startup. (GFA-4869)


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Release Number 8.5.102.00 [08/10/16] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 Performance Management Advisors Frontline Advisor and Agent Advisor.

Corrections and Modifications

This release includes the following correction and modification:


Deleting an agent from the Genesys Configuration Server, while Frontline Advisor (FA) is issuing statistics for that agent, will no longer trigger an unrecoverable reset of the FA aggregation process. Previously, Genesys recommended that you avoid deleting agents from the hierarchy while FA was being started/restarted or while FA was performing its scheduled nightly refresh; this is no longer necessary. (GFA-4739)


Unauthenticated requests to user session–related endpoints in Frontline Advisor will no longer fail while trying to look up user details, but will instead redirect users to the login page. (GFA-4738)


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Release Number 8.5.101.21 [06/22/16] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

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.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X X   X              

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 Frontline Advisor and Agent Advisor.

Corrections and Modifications

There are no corrections or modifications for this release.

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Release Number 8.5.101.17 [04/20/16] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

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.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X X   X              

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 Frontline Advisor and Agent Advisor.

Corrections and Modifications

This release includes the following corrections and modifications:


The FA process no longer terminates when attempting to open the module. Previously, in rare cases, the FA process would terminate shortly after launch of the FA module, and the module would fail to start. (GFA-4577)


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Release Number 8.5.101.08 [10/23/15] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

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.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X X   X              

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 Frontline Advisor and Agent Advisor.

Corrections and Modifications

This release includes the following corrections and modifications:


The Frontline Advisor dashboard shows correct values in the Team pane for Agent Login Time (loginT) for agents who are in the "Logged Off" state. (GFA-4511)


In new installations, the "Time in current state" threshold violations no longer fail to trigger color-coded alerts on the Frontline Advisor and Agent Advisor dashboards. (GFA-4500)


Frontline Advisor can now support very large numbers in calculations, and no longer displays the value of a metric as a negative number in cases where the value is very large. (GFA-4319)


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Release Number 8.5.100.15 [03/27/15] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

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.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X X   X              

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 Frontline Advisor and Agent Advisor.

Corrections and Modifications

This release also includes the following correction and modification:


The formula for AverageWrapTime has changed from [TotalWrapTime] / [InboundCallsHandled] to [TotalWrapTime] / [ACWStatus]. Unlike InboundCallsHandled, ACWStatus considers only handled calls that have after call work. This might impact the average value. (GFA-4265)


Metric applicability changes are now propagated during the overnight refresh of Frontline Advisor. The metric applicability update might take up to 30 minutes to complete. Previously, a restart of the FA Platform server was required to propagate changes. (GFA-4211)


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Release Number 8.5.001.02 [08/25/14] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

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.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X X                  

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 Frontline Advisor and Agent Advisor.

Corrections and Modifications

This release also includes the following corrections and modifications:


On the Thresholds tab in the Frontline Advisor administration page, users now see thresholds only for state metrics to which they have access permissions, and no metrics display with a short name of "Not displayed". (GFA-4266)


It is no longer necessary to click the Reload button after enabling or disabling time profiles in the FA administration page to ensure metrics display on the dashboard. (GFA-4205)


Changing an operand in the expression for a report metric from an unfiltered source metric to a filtered source metric now updates immediately. Previously, in an environment where FA and CCAdv/WA were deployed on the same platform database, such a change would not propagate until the overnight refresh. Alternatively, you had to restart XML Generator to force the change to take effect before the overnight refresh. (GFA-4203, PLT-5926)


If metric applicability is configured on all of the agents of the FA hierarchy, metrics in the Default metric group are considered applicable to agents, as well as the metrics in the configured metric groups. Previously, only metrics from the configured metric groups were considered applicable to the agents. (GFA-4202)


If you have a metric that is not applicable to any agent, simply disable the metric; do not place a metric in an unused metric group to disable it. (GFA-4201, GFA-4146)


FA metrics EmailInProcess and ChatInProcess are now point-in-time metrics. These metrics were previously historical metrics. (PLT-6100)


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Release Number 8.5.000.10 [05/21/14] – General (Under Shipping Control)

Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications

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.

CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
      X X                  

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 Frontline Advisor and Agent Advisor.

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:


The Refresh button has been removed from the Frontline Advisor dashboard.


Restarting an adapter (either Advisors Genesys Adapter (AGA) or Advisors Cisco Adapter(ACA)) to which Frontline Advisor (FA) connects no longer necessitates restarting the application server running Frontline Advisor. When an adapter is restarted, the server running the FA aggregation engine begins an internal restart process. When all adapters are back online, the restart process can complete and the application then resumes normal operation. (GFA-3763)


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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.


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.


If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.


Currently, there is no Print button available for the Frontline Advisor dashboard.

Found In: 8.5.202.09 Fixed In: 

The removal or addition of agents within a team might not be reflected in the Frontline Advisor dashboard Team pane while you are viewing that team.

Workaround: Either reload the dashboard, or select a different team in the Hierarchy pane to refresh the Team pane, and then select the original team again.

(GFA-4981)

Found In: 8.5.202.09 Fixed In: 

There is the possibility that database inconsistencies will occur in the persisted Frontline Advisor (FA) rules configuration as the result of adding or updating rules applied to the FA hierarchy while the FA hierarchy is being modified.

Workaround: If possible, avoid updating FA rules while the FA hierarchy is being updated.

(GFA-4960)

Found In: 8.5.202.09 Fixed In: 

Most metrics without calculated values will be displayed as having the dash ("-") value on the Frontline Advisor (FA) dashboard. There is currently no distinction between metrics that are not applicable to their associated object (normally displayed with value "N/A") and metrics that have no value for any other reason (displayed with the value "-"). (GFA-4907)

Found In: 8.5.202.09 Fixed In: 

The Frontline Advisor (FA) accessible dashboard might fail to load successfully while the FA hierarchy is being modified.

Workaround: Users can try reloading the accessible dashboard at a later time. You might find it helpful to adjust permissions to the FA hierarchy such that the dataset on the accessible dashboard is smaller. In that scenario, data is returned faster, which can reduce the likelihood that this issue will occur.

(GFA-4816)

Found In: 8.5.202.09 Fixed In: 

The Frontline Advisor (FA) dashboards might display internal, rather than user-readable, metric names after the hierarchy has been reloaded using the FA administration page or after the scheduled nightly refresh.

Workaround: Reload the current page in your Web browser.

(GFA-4714)

Found In: 8.5.101.21 Fixed In: 8.5.202.09

For Advisors installations using new (not migrated) databases, metrics for the default (10min) time profile might not appear in Frontline Advisor even though the time profile looks like it is enabled.

Workaround: Make any change to the time profile configuration in the Frontline Advisor administration page and save it. After making and saving a change, the metrics for your currently-configured time profiles display correctly.

(GFA-4627)

Found In: 8.5.101.17 Fixed In: 

Frontline Advisor hierarchy changes might be applied inconsistently when adding or removing agents from the same parent elements multiple times while the hierarchy is being reloaded (manually or during the nightly reload).

Workaround: If you find an inconsistency in the hierarchy, Genesys recommends reloading the hierarchy – either manually or by waiting for the nightly reload. It is best to do the hierarchy reload when there is a low volume of changes being applied to the hierarchy.

(GFA-4626)

Found In: 8.5.101.17 Fixed In: 

If you add, remove, or move agent groups in the Frontline Advisor hierarchy in Genesys Configuration Server, the changes might not be automatically reflected in the Hierarchy pane of the supervisor dashboard.

Workaround: In the supervisor dashboard, reload the page you are currently viewing to refresh the dashboard with the most up-to-date hierarchy information.

(GFA-4623)

Found In: 8.5.101.17 Fixed In: 8.5.201.21

The Frontline Advisor administration page requires that you confirm the changes you want to apply by clicking OK in the confirmation dialog boxes. When prompted with these dialog boxes, some browsers offer you the option to disable them. Genesys recommends that you keep these confirmation dialog boxes enabled. If you disable these dialog boxes (either manually or using browser extensions), you cannot confirm your changes in Frontline Advisor administration and, as a result, changes are not applied. If your changes have not been applied because you did not confirm them in dialog boxes, reload the Frontline Advisor administration page and/or disable any browser extensions or browser configuration that suppresses the confirmation dialog boxes. (GFA-4611)

Found In: 8.5.101.17 Fixed In: 

Frontline Advisor (FA) might get stuck while issuing statistics to Advisors Genesys Adapter (AGA) if agents in the FA hierarchy are deleted from the Genesys Configuration Server while issuing these statistics. This problem can be largely avoided if the deletion of agents from the hierarchy is performed only when FA is not being started/restarted or performing its scheduled nightly refresh.

Workaround: Attempt to reload the hierarchy manually through the FA administration page, or restart Frontline Advisor.

(GFA-4712)

Found In: 8.5.101.08 Fixed In: 8.5.202.09

Requests made to the Frontline Advisor administration page might take a long time to complete for some operations such as reloading the hierarchy, updating time profiles and thresholds, and so on. You might not be notified that these operations completed successfully or you might see error messages if the request connection is closed by Apache or some other intermediary application before the operation completes. To avoid this situation, ensure that Apache – and any other component that routes requests to FA (for example, load-balancers, proxies, networking components, and so on) – does not close the connection prematurely.

To adjust the timeout for requests made through Apache, Genesys recommends that you add a Proxypass entry for the FA administration module. In the Apache httpd.conf file, add or update the following entry to include an additional timeout attribute. Note that you must add this entry before other FA ProxyPass entries in order for the timeout to be correctly applied:
ProxyPass /fa/com.informiam.fa.admin.gwt.AdminConsole/ ajp://IPAddress:8009/fa/com.informiam.fa.admin.gwt.AdminConsole/ timeout=86400

NOTES

If you continue to experience connection loss while making requests to the FA administration page, check the configuration of other components involved in routing the requests and refer to component-specific documentation for information about adjusting the appropriate timeouts.

(GFA-4531)

Found In: 8.5.1 Fixed In: 

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.

Found In: 8.5.100.15 Fixed In: 

The Frontline Advisor dashboard (Team pane) shows illogical Agent Login Time (loginT) values for agents who are in the "Logged Off" state. (GFA-4511)

Found In: 8.5.100.15 Fixed In: 8.5.101.08

In new installations, the "Time in current state" threshold violations fail to trigger color-coded alerts on the Frontline Advisor and Agent Advisor dashboards.

Workaround: Apply the following command to the Advisors Platform database:

If present, the alerts appear after the nightly update. For immediate results, reload the FA hierarchy or restart the FA Application.

(GFA-4500)

Found In: 8.5.100.14 Fixed In: 8.5.101.08

Frontline Advisor might trigger a failover to its warm standby backup if you add large numbers of agents, or if you enable additional time profiles in configurations with a large number of agents. Changes that do not significantly impact the rollup engine processing time are unlikely to trigger this failover. If running Fronline Advisor without a warm standby backup configured, there should be no impact to the application's operation.

Workaround: Making large configuration changes is best done during maintenance downtime periods where failover will not negatively impact operations if it occurs, or where FA can be restarted afterwards.

(GFA-4497)

Found In: 8.5.100.14 Fixed In: 

The iWD metrics such as Processing Time iWD, Avg Processing Time iWD, and any metric with a format type of "Time", display time length values on the Frontline Advisor (FA) accessible dashboard as a duration in seconds. The regular FA dashboards display these same metrics in the standard hh:mm:ss format. (GFA-4478)

Found In: 8.5.100.11 Fixed In: 

When migrating Advisors with an Oracle database to release 8.5.001, the new Show Time in Reason Code enable/disable option does not appear on the Settings tab of the Frontline Advisor administration page. Time in Reason Code continues to be shown on the dashboard, by default, as in previous versions.

Workaround: Run the following SQL statement against the Advisors Platform database to add the Show Time in Reason Code enable/disable option to the Settings tab of the FA administration page:
INSERT INTO FA_SETTINGS
(SETTINGID,SETTINGNAME,SETTINGVALUE,SETTINGDESCRIPTION,SETTINGTYPE) VALUES (4,'Show Time in Reason Code',1,'Show or hide time in reason code for an agent.',NULL);

If you are doing a fresh 8.5.001 install, instead of migrating, the Show Time in Reason Code enable/disable option appears on the FA administration page.

(GFA-4352)

Found In: 8.5.001.02 Fixed In: 

Frontline Advisor might show the value of a metric as a negative number in cases where the value is very large. (GFA-4319)

Found In: 8.5.000.10 Fixed In: 8.5.101.08

On the Thresholds tab in the Frontline Advisor administration page, users might see thresholds for state metrics to which they do not have permission. Some unnamed metrics with a short name of "Not displayed" might be included in this list; the FA dashboard is unaffected. (GFA-4266)

Found In: 8.5.000.10 Fixed In: 8.5.001.01

Thresholds for custom "current"/point-in-time time profile metrics are not evaluated and do not trigger alerts. Default (out-of-box) "current"/point-in-time time profile metrics thresholds continue to work as expected. (GFA-4212)

Found In: 8.5.000.10 Fixed In: 

Metric applicability changes are not propagated during the overnight refresh of Frontline Advisor.

Workaround: Restart the FA Platform server.

(GFA-4211)

Found In: 8.5.000.10 Fixed In: 8.5.100.11

Starting in release 8.5.0, you no longer deploy a separate schema for SQL server. FA uses the Platform schema to store all relevant content. Thresholds and rules configuration is lost during migration to release 8.5.000. Use the custom script for migration to the initial 8.5.0 software release, which is provided outside the IP, or you can recreate thresholds and rules manually. (GFA-4206)

Found In: 8.5.000.10 Fixed In: 8.5.001.02

After enabling or disabling time profiles in the FA administration page, the dashboard does not display any metrics. Clicking the Reload button on the time profiles tab in the FA administration page should reload the metrics. (GFA-4205)

Found In: 8.5.000.10 Fixed In: 8.5.001.01

If you edit a report metric and change the expression from an unfiltered source metric to a filtered source metric, the change will not be properly propagated even if you restart the platform server.

Workaround: In an environment where FA and CCAdv/WA are deployed on the same platform database, wait for the overnight refresh to happen. The change will be automatically propagated at that time without any manual intervention. If immediate propagation is required, then restart XML Generator.

(GFA-4203, PLT-5926)

Found In: 8.5.000.09 Fixed In: Advisors Platform 8.5.000.15

If metric applicability is configured on all of the agents of the FA hierarchy, then only metrics from the configured metric groups are considered applicable to the agents, and any metric that is part of the Default metric group is not considered applicable.

Workaround: Pick at least one agent from the hierarchy, and do not configure the Advisors Metric Groups section on the Annex tab of that agent.

(GFA-4202)

Found In: 8.5.000.09 Fixed In: 8.5.001.01

If there are a number of metric groups configured in Metric Manager, but those metric groups are not configured on any of the agents in the FA hierarchy, then this is considered an incomplete configuration for FA metric applicability; the metrics on such metric groups are considered as applicable for all agents. Therefore, whenever metrics are in specific metric groups, make sure those metric groups are also configured on agents, as needed.

If a configured metric group is removed from all agents in the hierarchy, make sure to either unassign such metrics from that metric group by placing the metric back in the Default metric group, or disable those metrics if the intention is to not make those metrics applicable to any of the agents. (GFA-4201, GFA-4146)

Found In: 8.5.000.09 Fixed In: 8.5.001.01

When Frontline Advisor (FA) is restarted without restarting the Advisors Genesys Adapter, only changes reported by Stat Server from the moment FA is restarted are shown. The dashboard accounts for changes only for the activities that have changes that started after the moment of restart. To force the dashboard to reset so it will display the entire snapshot of statistics, all AGA instances must be restarted whenever FA is restarted. (GFA-4181, GFA-4112)

Found In: 8.5.000.04 Fixed In: 

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list. For more information on discontinued support for operating environments and databases, see "Discontinued Support" in the Genesys Supported Operating Environment Reference Guide.


Performance Management Advisors Agent Advisor is discontinued.

Discontinued As Of: 8.5.202.09

Support is discontinued for Java 7.

Discontinued As Of: 8.5.202.09

Support is discontinued for Microsoft SQL Server 2005.

Discontinued As Of: 8.5.100.15

Support is discontinued for Microsoft Windows Server 2000.

Discontinued As Of: 8.5.000.10

Support is discontinued for Microsoft Windows Server 2003.

Discontinued As Of: 8.5.000.10

Support is discontinued for Microsoft Windows XP.

Discontinued As Of: 8.5.000.10

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Internationalization

Information in this section is included for international customers.


There are no internationalization issues for this product.


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Additional Information

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

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

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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