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 | |||
8.5.102.02 [02/22/17] – Hot Fix | Platform independent within supported platforms | |||
8.5.102.00 [08/10/16] – Hot Fix | Platform independent within supported platforms | |||
8.5.101.23 [11/24/16] – Hot Fix | Platform independent within supported platforms | |||
8.5.101.22 [11/04/16] – Hot Fix | Platform independent within supported platforms | |||
8.5.101.21 [06/22/16] – General | Platform independent within supported platforms | |||
8.5.101.17 [04/20/16] – General | Platform independent within supported platforms | |||
8.5.101.08 [10/23/15] – General (Under Shipping Control) | Platform independent within supported platforms | |||
8.5.100.11 [03/27/15] – General (Under Shipping Control) | Platform independent within supported platforms | |||
8.5.001.04 [02/13/15] – Hot Fix | 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 |
This release note applies to all 8.5 releases of Performance Management Advisors Genesys Adapter.
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 Advisors Genesys Adapter. Please contact your Genesys Customer Care representative if you have any questions.
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.
This is a hot fix for this product. This section describes new features that were introduced in this release of Advisors Genesys Adapter (AGA):
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.
There are no corrections or modifications for this release.
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.
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 |
This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Genesys Adapter.
You now configure Stat Servers as connections to the Advisors Genesys Adapter (AGA) Application object in the Genesys Configuration Server. See "Manage Advisors Stat Server Instances" in the Post-Installation Configuration section of the Genesys Performance Management Advisors Deployment Guide for more information. (GEN-2959)
The Advisors migration wizard has been updated to reflect the change in connection configuration between Stat Servers and AGA. When upgrading to Advisors release 8.5.2, you can use the migration tool to export the existing AGA–Stat Server configuration, stored in the Platform database. This automatically configures the connections to the respective AGA Application objects. See "Manage Advisors Stat Server Instances" in the Post-Installation Configuration section of the Genesys Performance Management Advisors Deployment Guide for more information.
In a multi-tenant Configuration Server environment, you no longer need to link each Advisors Stat Server to all tenants in the Configuration Server. You can now link a Stat Server to one tenant in the Configuration Server and the statistics will be routed correctly to that Stat Server. This configuration can sometimes help to reduce the load on the Stat Servers. See "Tenant-based Routing of Advisors Objects Among Multiple Adapters and Stat Servers" in the Features Overview section of the Genesys Performance Management Advisors Deployment Guide for more information. (PLT-7306)
Support for Real-Time Metrics Engine 8.5.103.xx. (GEN-2925)
Support for Red Hat Enterprise/CentOS Linux 7 operating system. AGA supports 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.
You can now configure secure TLS connections between Advisors Genesys Adapter and Stat Servers.
This release includes the following corrections and modifications:
There are changes to the informiam.genesys_connector.ObjectChangeStatRequest.frequency
parameter in the AGA configuration properties file (inf_genesys_adapter.properties
). The value is now measured in milliseconds. Previously, it was measured in seconds. For example, previously you might use a value of 60 seconds. You now enter that value as 60000 (milliseconds). (GEN-3004)
AGA now correctly monitors edits to agent Person objects that are made in the Configuration Server. Previously, any agent Person objects that were added to the configuration were not included when AGA requested agent-level statistics, until or unless AGA was restarted. This caused inaccurate values to be reported in the Totals and Averages row on the Agent Groups pane and when calculating application-level metrics such as Staffed, which are dependent on agent state values. (GEN-2981)
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.
This is a hot fix for this product. This release of Advisors Genesys Adapter (AGA) contains no new features or functionality and is compatible with the following Advisors components:
NOTE: Advisors Genesys Adapter (AGA) release 8.5.102.02 contains the features, corrections, and modifications up to and including release 8.5.101.17, as well as any new features or corrections introduced in this release. AGA release 8.5.102.02 does not include new features, corrections, or modifications introduced in AGA release 8.5.101.21.
This release includes the following corrections and modifications:
CallingList (outbound campaign) metrics now report correct values. Previously, any source metric that used one of the following MainMasks could report incorrect values:
PersonalCallbackCompleted
PersonalCallbackMissed
PersonalCallbackScheduled
RecordsNotProcessed
RecordsScheduled
Lead
(GEN-2994)
When reading data to upload records to the AGA metrics database, the AGA for Contact Center Advisor (CCAdv) now correctly processes new data. Previously, if AGA tried to read data while a new value was being processed for a particular statistic, the new value might not be updated on the CCAdv dashboard. The dashboard continued to display the old value until that particular statistic value changed again. This issue was infrequently observed on the CCAdv dashboard for the LongQueue metric (the metric value was not resetting to N/A when there were no calls waiting on the relevant queue). (GEN-2995)
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.
This is a hot fix for this product. This release contains no new features or functionality.
NOTE: Advisors Genesys Adapter (AGA) release 8.5.102.00 contains the features, corrections, and modifications up to and including release 8.5.101.17, as well as any new features or corrections introduced in this release. AGA release 8.5.102.00 does not include new features, corrections, or modifications introduced in AGA release 8.5.101.21.
This release includes the following correction and modification:
Duplicate statistic value messages are no longer sent from the Advisors Genesys Adapter (AGA) to Frontline Advisor (FA). Previously, messages could be sent more than once, which consumed resources unnecessarily. (GEN-2975)
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.
This is a hot fix for this product. This release of Advisors Genesys Adapter (AGA) contains no new features or functionality and is compatible with the following Advisors components:
NOTE: AGA release 8.5.101.23 contains the features, corrections, and modifications up to and including release 8.5.101.21. Apply this Hot Fix (AGA release 8.5.101.23) only to AGA general release 8.5.101.21.
This release includes the following correction and modification:
CallingList (outbound campaign) metrics now report correct values. Previously, any source metric that used one of the following MainMasks could report incorrect values:
PersonalCallbackCompleted
PersonalCallbackMissed
PersonalCallbackScheduled
RecordsNotProcessed
RecordsScheduled
Lead
(GEN-2992)
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.
This is a hot fix for this product. This release of Advisors Genesys Adapter contains no new features or functionality and is compatible with the following Advisors components:
NOTE: In addition to the correction in this release, Advisors Genesys Adapter (AGA) release 8.5.101.22 contains the features, corrections, and modifications up to and including release 8.5.101.08 only. AGA release 8.5.101.22 does not include new features, corrections, or modifications introduced in any AGA release after release 8.5.101.08. Apply this Hot Fix (AGA release 8.5.101.22) only to AGA general release 8.5.101.08.
This release includes the following correction and modification:
CallingList (outbound campaign) metrics now report correct values. Previously, any source metric that used one of the following MainMasks could report incorrect values:
PersonalCallbackCompleted
PersonalCallbackMissed
PersonalCallbackScheduled
RecordsNotProcessed
RecordsScheduled
Lead
(GEN-2982)
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.
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 |
This section describes new features that were introduced in this release of Performance Management Advisors Genesys Adapter.
This release of Advisors Genesys Adapter contains changes to support new agent group and contact group metrics in Contact Center Advisor/Workforce Advisor 8.5.101.21. For information about the new metrics added to this release, see the Performance Management Advisors Contact Center Advisor and Workforce Advisor 8.5.x Release Note.
There are no corrections or modifications for this release.
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.
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 |
This section describes new features that were introduced in this release of Performance Management Advisors Genesys Adapter.
The Resource Management Console (RMC) included with Advisors Genesys Adapter release 8.5.101.17 requires Supervisor Desktop Service (SDS) release 7.6.300.11 or higher, and is not compatible with earlier releases of SDS.
AGA now ships with SDS release 7.6.300.11. SDS release 7.6.300.12 is available starting on July 01, 2016. See GEN-2971 for information about SDS release 7.6.300.12. Contact your Genesys representative to upgrade to SDS release 7.6.300.12.
Users of the Resource Management Console (RMC) no longer have to be agents; that is, it is no longer necessary to select the Agent flag on the Person object in the Configuration Layer in order for Advisors to log the user in to the Supervisor Desktop Service. This means that RMC users can manage the skills of agents in the RMC without being configured as an agent themselves. To take advantage of this functionality, you must install SDS 7.6.300.11.
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.
This release includes the following corrections and modifications:
Previously, in rare cases, a multi-threading issue with concurrent threads in the Supervisor Desktop Service (SDS) application resulted in significant increases in CPU usage. This specific scenario has been addressed in SDS release 7.6.300.12. Upgrading to SDS release 7.6.300.12 should alleviate the issue. (GEN-2971)
Permissions associated with the Resource Management Console (RMC) now work as expected. Regarding the ability to view the list of agents, RMC now supports unique permissions for each user if you install Supervisor Desktop Service (SDS) 7.6.300.11, which ships with AGA in this release. Previously, in release 8.5.101.08, in order for RMC to display agents correctly, all RMC users required the same permissions on agent groups and agents in the configuration layer for a given deployment of an Advisors cluster with RMC/SDS. (GEN-2900)
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.
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 |
This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Genesys Adapter.
You can deploy the Supervisor Desktop Service (SDS) and the Resource Management Console (RMC) on Red Hat Enterprise Linux. See the Genesys Supported Operating Environment Reference Guide for information about supported operating system versions.
Access to agents and agent groups in the RMC is more accurately controlled by user permissions saved in the Genesys Configuration Server. Read
permissions to agent groups and agents, granted in the Configuration Layer, now extend control to the RMC filtering window, as well as the agent list displayed in the RMC panes. For example, if a user does not have Read
permission for an agent group, then that agent group does not display in RMC for that user and the agents within the agent group do not display (even if the user has Read
control on some of the agents in the group).
For detailed information, see:
If your deployment includes RMC, you must assign a larger value to a new configuration parameter for JMS messaging. The ActiveMQ.properties
file in the Advisors conf
directory now contains the advisors.user.auth.event.queue.ttl.secs
property, which has a default value of 1
, which is not large enough for RMC to function properly. For detailed information see the deployment procedures for SDS and RMC in the Genesys Performance Management Advisors Deployment Guide.
There are two new role-based access control (RBAC) privileges associated with the RMC that provide more task permissions:
For detailed information see the "Role-Based Access Control for Advisors" section in the Genesys Contact Center Advisor and Workforce Advisor Administrator User's Guide.
You can configure the new expectedNumberConcurrentUsers
parameter for the Resource Management Console (RMC) to make the application more specific to the user configuration in your enterprise. You specify the number of concurrent users for performance reasons – if a large number of supervisors (more than 10) work in the RMC simultaneously, Genesys recommends specifying a value for the number of concurrent RMC users that more accurately reflects the situation in your enterprise (the default value is 10). For detailed information see the "Configure Resource Management Console Properties" in the Genesys Performance Management Advisors Deployment Guide.
You can specify at what time each Stat Server is to reset the statistics daily (that is, for the One day/Growing time profiles). The configuration is applicable to both Contact Center Advisor/Workforce Advisor (CCAdv/WA) and Frontline Advisor (FA) Stat Servers configured on the respective Advisors Genesys Adapter (AGA) instances.
This release includes the following corrections and modifications:
**Important Migration Information**
You must upgrade the AGA METRICS MSSQL database/Oracle schema.
In MSSQL Server installations:
Apply gc_metrics_db_8.5.101.nn.sql
to the AGA METRICS schema before the Platform database upgrade.
In Oracle installations, the upgrade must be done prior to the Platform schema upgrade. The procedure follows:
select distinct tablespace_name from user_tables;
select distinct tablespace_name from user_indexes;
gc_metrics_8.5.101.nn_ObjectsPlus
(sql*Plus) or gc_metrics_8.5.101.nn_ObjectsCustom.sql
(Oracle SQL Developer). Refer to \aga\configuration-schema\oracle\doc\Readme-advisors-aga-migrate.txt
for details.Role-based access control (RBAC) privileges associated with the Resource Management Console (RMC) have changed:
Advisors.RMC.canView
and AdvisorsAdministration.RMC.Notifications.canView
replace AdvisorsAdministration.RMC.canView
.AdvisorsAdministration.RMC.canView
, and you migrate to Advisors release 8.5.101 or higher, the AdvisorsAdministration.RMC.canView
privilege remains in your installation, but Advisors ignores it. You must add the Advisors.RMC.canView
privilege to provide user access to the RMC and the AdvisorsAdministration.RMC.Notifications.canView
privilege to maintain the role-based access control of RMC notification lists and templates in the Administration module.AdvisorsAdministration.RMC.Notifications.canView
also now controls functionality in the workflows in the RMC dashboard that send notifications. If a user does not have this Advisors privilege, then the user will be able to create new notification templates in the RMC dashboard, but the interface will not present the option to save the new template to use again.It is no longer necessary to create the Spv
user when deploying the Supervisor Desktop Service (SDS). Instead, you must configure each Resource Management Console user to have access to RMC and SDS. For detailed information, see the deployment procedures for SDS and RMC in the Genesys Performance Management Advisors Deployment Guide.
References to "supervisors" and "parties" are removed from the Resource Management Console (RMC). RMC never treated supervisors differently from agents.
Advisors Genesys Adapter now handles potential concurrency issues that could prevent the adapter from processing incremental statistics updates from the Stat Server when Current Target State custom metrics are configured. Previously, AGA periodically stopped writing data to the metrics database and had to be restarted to clear the problem.(GEN-2879)
Previously, Contact Center Advisor was presenting incorrect metrics because of concurrency issues in the Advisors Genesys Adapter (AGA) processes in MSSQL installations. The number of retained snapshots has been increased to avoid the concurrency issues and to prevent the data loss. (GEN-2873)
In the RMC properties file, RMCInfo.xml
, the names of the properties for the CCAdv Web services node have changed. The prefix is now CCADV_WebServices
instead of CCAWA
. (GEN-2861)
The RMC dashboard now displays "N/A" for the value of a metric, instead of 0, when the metric's value is "null". (GEN-2825)
When a user logs out agents in the RMC, the RMC now ignores agents whose status is already "Logged Out." (GEN-2823)
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.
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 |
This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Genesys Adapter.
Advisors Genesys Adapter supports warm standby, which 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.
Advisors Genesys Adapter is now controlled by Genesys Solution Control Server (SCS), through the Local Control Agent (LCA). You must install the LCA on servers on which you plan to install AGA. You must also configure Application and Host objects in the Configuration Server for each AGA instance. After AGA is installed and integrated with the SCS, you can monitor AGA using the Solution Control Interface (SCI), Genesys Administrator, or Configuration Manager. For more information, see the Genesys Performance Management Advisors Deployment Guide.
As part of implementing warm standby for Advisors Genesys Adapter, the Windows and Linux services that previously controlled AGA have been removed.
You no longer register your Stat Servers when running the AGA installer. Previously, you input Stat Server connection information in installer screens, which registered the Stat Servers. Those screens have been removed from the installer. You now execute dedicated database procedures to register the Stat Servers. See the Genesys Performance Management Advisors Deployment Guide for information.
Support for Genesys intelligent Workload Distribution (iWD) metrics. The supported metrics do not include iWD datamart metrics.
Support for Microsoft SQL Server Cluster.
Support for Microsoft SQL Server 2012.
Support for Oracle 12c databases.
This release includes the following correction and modification:
The setenv.sh
script (bin/setenv.sh
) on Linux boxes now contains settings
for garbage collection, memory, and locale. (GEN-2678)
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.
This is a hot fix for this product. This release contains no new features or functionality.
This release includes the following correction and modification:
Current target state metrics no longer close accidentally. Previously, at the overnight refresh, configured current target state metrics closed. As a result, agent groups were removed from the list of agent groups that AGA considered for export to the metrics database; agent group real-time changes stopped updating in the metrics database. (GEN-2777)
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.
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 |
This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Genesys Adapter.
Advisors Genesys Adapter can now extract agent media-capacity information from the default (out-of-box) source metric that belongs to the CurrentTargetState category. To do so, use the out-of-box metric in the CurrentTargetState category and add filtered media-capacity attributes. Use the resulting custom source metric to create a raw report metric to display on the dashboard for either CCAdv or FA, or you can use the raw report metric to create a calculated report metric.
Support for Stat Server version 8.5.
There are no corrections or modifications for this release.
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.
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 |
This release is under shipping control. This section describes new features that were introduced in the initial 8.5 release of Performance Management Advisors Genesys Adapter.
Support for the Outbound Contact Campaign Calling List object.
Support for any custom metric that can be created from the Metric Manager for the supported object types.
Support for Stat Server version 8.1.2. Performance Management Advisors require Genesys Stat Server release 8.1.200.27 or higher.
TLS support (for Genesys Configuration Server connections only).
Support for Java SE Development Kit 7.
Support for Red Hat Enterprise Linux 6.0 64-bit native.
Support for Windows Server 2012 64-bit native.
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 error message reported in the adapter logs now shows the name of the source metric, and the name of the object for which it was requested, when an incorrectly defined custom metric attempts to request a statistic from the Stat Server and the request fails. (GEN-2624)
In earlier releases of Advisors, if an Advisors Genesys Adapter (AGA) required a restart in a deployment where multiple instances of Contact Center Advisor (CCAdv) adapters were configured to use the same metrics database, it was necessary to restart all adapters – even if only one required the restart.
Starting in release 8.5.0, you can manage the number of adapters that must be restarted in this scenario using the
advisors.genesys_connector.dbimporter.CCAdv.metricsdb.truncateOnStart
property in the
conf/inf_genesys_importer.properties
file.
Values you can enter for this property are true
and false
. The default value for the property is true
(advisors.genesys_connector.dbimporter.CCAdv.metricsdb.truncateOnStart = true
).
When only one CCAdv/WA adapter is installed, it is unnecessary to change the value of the property.
The property determines if the metrics database must be truncated on startup of the CCAdv adapter. If you have multiple
adapters installed in this type of deployment, Genesys recommends that you reset the flag to false
on all the adapters except one.
The adapters on which you have set the flag to false
can be restarted independently of the other adapters.
On the single instance adapter where this flag is set to true
, you must restart all other adapters whenever this adapter requires a restart.
Previously, the total number of statistics requested was recorded in the adapter logs only when additional statistics were requested. This is improved in release 8.5.0: if statistics are only closed (that is, no new requests are made), counts are still logged in. This means the adapter log more fully reflects the count of last requested statistics. (GEN-2579)
In release 8.1.5, any change to a source metric definition required a restart of the adapter; otherwise, no action was taken to re-request the statistics for modified definitions. Starting in release 8.5.0, the corresponding statistics are closed and reopened at the overnight refresh, or at any time that a reset is triggered on CCAdv or FA. That is, the Data Manager sends the adapter a request that results in an update of the metrics information.
Some of the out-of-box metric values that were previously converted to a date time format in the adapter, based on the adapter server time, are now reported as time in milliseconds since epoch (that is, using the Unix timestamp).
The affected CCAdv report metrics are:
The affected FA report metic is:
For example, the LongestAvailAgent data was previously communicated to the metrics database as:
DB Column Name=[LongestAvailAgent], value=[Wed Feb 05 11:03:30 EST 2014]
The LongestAvailAgent time is now in Unix format:
DB Column Name=[LongestAvailAgent], value=[1391616208979]
The affected source metrics are:
The Install the service
option has been removed from the Server Install Type
installation screen for AGA;
you must install the service after deploying Advisors Genesys Adapter. (GEN-2486)
This section provides the latest information on known issues and recommendations associated with this product.
A good routing and resource plan based on historical data should represent a typical day. However, for unplanned events that happen during a day, Resource Management is available to address temporary changes to skills and skill levels, such as increased volume. Resource Management is not intended for bulk changes and may disrupt mission critical system requests.
Launching Resource Management from the hierarchy is not recommended because the number of agents and agent data pulled might be very large and impact performance. Genesys recommends launching Resource Management from the Agent Groups pane, the Applications pane in CCAdv, or the Contact Group pane in WA, in order to pull less than 150 agents.
If you remove more than 500 unique agents from the FA monitored hierarchy while the FA application is running, it might take more than 30 minutes for the FA adapter to close statistics with the Stat Servers. While the request to close statistics is in progress, dynamic hierarchy changes (such as adding new agents to the FA hierarchy) might not succeed because the dynamic hierarchy change request times out after 30 minutes.
Workaround: Schedule large hierarchy changes to occur during a planned maintenance window. Genesys recommends that you stop the FA application and adapters before making a large hierarchy change. Resume those applications only after the hierarchy changes have been processed.
(GEN-2949)
Found In: 8.5.101.17 | Fixed In: |
An agent who is a member of a virtual agent group (VAG) defined by a LoggedIn script displays in a supervisor's Resource Management Console (RMC) only if that agent logs in after the supervisor has logged in to the RMC. Agents who are members of any such VAG, and who log in before the supervisor logs in to the RMC, do not display in the supervisor's RMC. As a result, if a supervisor logs out and immediately logs in again, he or she might not see the VAG agents until those agents log in again to the appropriate queues. In other words, agents that belong to a LoggedIn script–based VAG are not always displayed immediately, unlike agents in other types of agent groups. (GEN-2942)
Found In: 8.5.101.17 | Fixed In: |
The time it takes to load agents on the Resource Management Console (RMC) can increase if a user's RMC remains open for a long time. For example, when 30 concurrent users have the RMC open to view 16,000 agents, and you have configured the RMC to auto-refresh every 75 seconds, it can take approximately 9 minutes to refresh the RMC if it has been open for 12 hours. If the RMC is open for more than 12 hours, the refresh delay continues to increase.
Workaround: When it takes a long time to load agents on the RMC, Genesys recommends that the RMC user log out of Advisors and then log in again to re-open the RMC. If a user must keep the RMC open for many hours, Genesys recommends that the user log out of Advisors and log in again after every 12 hours of RMC use.
(GEN-2934)
Found In: 8.5.101.17 | Fixed In: |
When a contact center that is closed, opens, the Resource Management Console (RMC) might not display agent groups or agents related to that contact center.
Workaround: Close the RMC window, log out from Advisors, and log in again.
(GEN-2906)
Found In: 8.5.101.08 | Fixed In: |
Resource Management (RMC) does not support users with a different set of access permissions for the purposes of viewing the list of agents. RMC users must have the same permissions on agent groups and agents in the configuration layer for a given deployment of an Advisors cluster with RMC/SDS. (GEN-2900)
Found In: 8.5.101.08 | Fixed In: 8.5.101.17 |
There are incompatibility issues between the Google Chrome browser and the Resource Management Console (RMC). For example, you might experience problems when using the Notification dialog boxes associated with RMC, such as the following:
Workaround: Use the Tab key on your keyboard to move through, and select, fields and drop-down lists. In a drop-down list, use the arrow keys on your keyboard to navigate the list.
(GEN-2868)
Found In: 8.5.101.08 | Fixed In: |
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)
Found In: 8.5.100.14 | Fixed In: |
When an Advisors user, who has permission to use the Resource Management Console (RMC), logs in to Advisors, RMC also logs the user into the Supervisor Desktop Service (SDS). If the login to SDS fails, however, the user does not see any error message in the user interface at the time of login because the RMC is not yet open to report it. (GEN-2894)
Found In: 8.5.100.11 | Fixed In: |
When the Resource Management Console (RMC) attempts to send notifications to a set of agents, the "send" process proceeds – and reports success – even if some agents in the set do not have email addresses assigned in the Genesys Configuration Server. The message returned to the user in the RMC is misleading. The "success" applies only to agents with email addresses – others are not notified. (GEN-2852)
Found In: 8.5.100.11 | Fixed In: |
In the Resource Management Console (RMC), if a user creates a notification template with the same name as an existing template, and chooses to save the new template, RMC does not save it and does not display an error message. (GEN-2817)
Found In: 8.5.100.11 | Fixed In: |
Avoid running the Resource Management Console in Microsoft Internet Explorer 10 or earlier versions; older versions of Internet Explorer can cause serious problems with the Resource Management console. (GEN-2803)
Found In: 8.5.100.11 | Fixed In: |
Deploy Resource Management on a supported Microsoft Windows operating system with Advisors release 8.5.100 or older. The Resource Management Console is not compatible with Red Hat Enterprise Linux until Advisors release 8.5.101. See the Genesys Supported Operating Environment Reference Guide for information about supported Windows operating systems.
Found In: 8.5.100.11 | Fixed In: 8.5.101.08 |
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:
Found In: 8.5.100.11 | Fixed In: |
When there are agents who are members of more than one agent group monitored for CCAdv/WA, and some or all of those agents are removed
from one of the agent groups (for example, if they log out from a LoggedIn script–based virtual
agent group), the statistics for those agents might not get closed; the dashboard
Totals & Averages
line of the Agent Group pane, as well as some of the CCAdv application metrics, consider the agents to be still
present in the agent group.
Workaround: On the Base Object Configuration page in the Administration module, un-publish the agent groups that have the overlapping agents, and then re-publish those same agent groups.
(GEN-2636)
Found In: 8.5.000.09 | Fixed In: 8.5.100.05 |
The AGA 8.5 installer cannot connect to a database server if you use a bracketed IPv6 address.
Workaround: Use a hostname instead. Connections over IPv6 are supported with hostnames.
(GEN-2583)
Found In: 8.5.000.03 | 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. 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.
Discontinued As Of: 8.5.202.09 |
Support is discontinued for Microsoft Windows XP.
Discontinued As Of: 8.5.000.10 |
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 |
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. Please consult the Deployment Guide first.
The Performance Management Advisors 8.5 Deployment Guide describes how to install and configure the entire Advisors suite.
The Performance Management Advisors 8.5 Genesys Adapter Release Advisory provides important information that applies to the Genesys Adapter product.
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.