As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.
This release note applies to all 8.1 releases of Performance Management Advisors Platform.
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
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 the following new features and functionality:
Support for Transport Layer Security (TLS) has been added: Advisors Platform can use a TLS connection to Genesys Configuration Server.
The 8.1.501 Advisors browser is compatible with Advisors releases 8.1.3, 8.1.4, and 8.1.5.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Application-to-agent group mappings are now maintained. Previously, there could be an intermittent loss of application-to-agent group mapping, or an assigned application would not display on the View Agent Groups - Applications page in the administration module. (PLT-5042)
This release corrects an issue with the Advisors Platform that previously caused a failure to load the Frontline Advisor hierarchy; also, an error message related to objects activation would display. (PLT-4920)
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 the following new features and functionality:
An additional configuration mode is added to Contact Center Advisor (CCAdv) / Workforce Advisor (WA), which enables you to implement WA configuration that does not depend on the existence of CCAdv configuration or CCAdv object mappings. The Administration System Configuration page contains a new option for CCAdv/WA configuration mode, which you can set as follows:
If Independent Configuration mode is selected, you can now directly map agent groups to contact groups mapped to Network Contact Centers on the Contact Group-Agent Group tab of the Contact Group Configuration page.
The layout and content of the Agent Group Configuration and Contact Group Configuration pages have been updated; the contact center column and the contact center drop-down list now show the network contact center (NCC) name with the agent group contact center (AGCC) name, and uses the format NCC:AGCC. .
You can now map an agent group to multiple contact groups.
New bulk configuration tools are provided, which enable you to configure applications, contact groups and their relationships to agent
groups outside the Administration module. An additional configuration export/diagnostics tool is also provided.
The new tools are found in the installation package, in folders \sql\mssql\bulkconfig
and \sql\oracle\bulkconfig
.
Changes in this release require that you:
The following scripts are supplied in the Platform IP:
advisors-platform-new-database-8.1.500.17.sql
to be applied to any 8.1.3 or 8.1.4 platform database or to a new platform database in
fresh 8.1.5 installations.advisors-platform-postinstall-8.1.500.17.sql
to be applied to any 8.1.3 or 8.1.4 platform database if such recommendation is issued
by advisors-platform-new-database-8.1.500.17.sql script.
advisors-platform-migrate_8.1.3(4)_8.1.500.17.sql
to be applied to any 8.1.3 or 8.1.4 platform schema.advisors-platform-postinstall-8.1.500.17.sql
to be applied to any 8.1.3 or 8.1.4 platform schema if such recommendation is issued by
advisors-platform-migrate_8.1.3(4)_8.1.500.17.sql script.
After you run the migration script, Genesys Adapter should supply all new filter ids, which are subsequently consumed by the XML Generator application after initial start. This results in the disappearance of filtered objects from the configuration pages and the dashboards. The postinstall script restores the original configuration and re-maps the objects to new filter ids.
If applicable, the migration script issues a recommendation to apply the postinstall script; you see the following message:
Postinstall script needs to be applied to this schema.
Please review the release notes.
If this occurs, use the post-installation script to restore the original configuration and re-map the objects to new filter ids, as follows:
advisors-platform-postinstall-8.1.500.17.sql
for MSSQL, or advisors-platform-postinstall-8.1.500.17.sql
for Oracle).
The Frontline Advisor Administration component is embedded in the Advisors Administration component, consolidating
administration of CCAdv, WA, and FA within one Administration module in the Advisors browser.
To access the Frontline Advisor page in the Administration module, you must have access permissions to both Frontline Advisor
Administration (FrontlineAdvisor.Administration.canView
) and Advisors Administration (AdvisorsAdministration.canView
).
Starting in Release 8.1.5, permissions for user accounts are loaded when users log in to the Advisors browser. This affects the availability of
objects in the browser:
Performance Management Advisors format numbers that display on the dashboard modules based on the language you selected in the Advisors browser, regardless of the system setting for Locale on the server. For example, if you log in to the German-language Advisors browser, but the system setting for Locale on the server is English, the numbers on your Advisors dashboard are formatted in the German style. Prior to Release 8.1.5, the number format depended on the Locale setting on the server.
The following general changes have been made to the navigation pane in the Administration module:
When you log out of the CCAdv, WA, or FA accessibility supervisor dashboard, the interface displays a login
page. Your language preference is retained, and you can log in to the interface again using
this login page. If you prefer to change the language setting, enter the URL in the address field of
your browser with the new language option, and press Enter
.
Performance Management Advisors support Genesys Management Framework up to, and including, Release 8.1.2.
CCAdvWA now support interaction with Data Manager. Metadata previously stored in the Advisors Genesys Adapter configuration database is now found in the Platform database and Configuration Server.
The distribution artifacts for Oracle in the Platform Installation Package have been re-named.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Some standard metrics, used in complex calculations of other metrics, have a display property of Never
. These metrics never
appear in the administration module. Previously, it was possible to change this property's value in the database table, but changing the
value to anything but "Never" disrupted correct functionality. Changing this value is now blocked, to protect the data and the system functionality.
(PLT-4328)
The Application Configuration
page in the Administration module displays correctly, regardless of how you navigate to the page.
Previously, a blank page could display in some navigation scenarios. (PLT-4144)
The Metric Manager ensures you do not enable more metrics for graphing than is allowed; you receive an error message if you have enabled the maximum number of metrics for graphing, and you enable another metric for graphing on the Metric Details screen and then attempt to return to the Metric Manager screen. Previously, you could enable more metrics for graphing than the configured maximum, although the database did not contain any more than the maximum number of allowed graphing-enabled metrics. (PLT-4141)
The Metric Manager page maintains the configured value for the Time Profile for Charting
property for a custom
metric. Previously, if you created a custom metric, saved it, and then immediately opened it for editing, the Time Profile for
Charting
property was changed to None
. (PLT-4130)
Re-sizing columns on the Agent Group Configuration
page changes string endings to an ellipsis (...
), which is correct behavior.
Previously, the string endings changed to null
if you re-sized columns to overlap text. (PLT-4127)
When you upgrade a database from a previous version to Release 8.1.2, there are no longer discrepancies amongst the different types of regions in terms of permissions settings. The Regions page shows no objects for the Administrative user, by default. (PLT-3838)
The Key Actions page in the Administration module saves and resets correctly. Previously, if you entered a Key Action name, and that name was a duplicate of an existing Key Action name, Advisors failed to save or reset correctly after you edited the name. (ER# 309338685, PLT-1514, PLT-4098)
The Contact Centers pane in the WA dashboard now displays complete data. Previously, the pane could display incomplete data; regions and their dependent levels could be missing. These regions and their dependent levels now display. (CAWU-10885)
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 issue with the Advisors Platform has been fixed that previously caused an error message to display related to objects activation, and a failure to load the Frontline Advisor hierarchy. (PLT-5147)
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. This release contains the following new features and functionality:
French is added as an option for language and country settings. English and German continue to be options.
Advisors Platform is compatible with Oracle Java 1.7.
Advisors Platform can use a Transport Layer Security (TLS) connection to Genesys Configuration Server.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
The issue with application-to-agent group mappings sometimes failing is corrected by applying the relevant script for your environment:
Previously, there could be an intermittent loss of application-to-agent group mapping, or an assigned application would
not display on the View Agent Groups - Applications
page in the Administration module.
(PLT-4914)
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:
Advisors Platform can connect to Oracle Real Application Clusters (RAC).
To upgrade Advisors Platform for this release, use the scripts included in the installation package as follows:
Oracle: Apply both scripts included in the installation package to 8.1.3 or 8.1.400.00 versions sequentially:
migrate_plt_8.1.3_8.1.400.05.sql
migrate_plt_8.1.400.00_8.1.400.05.sql
The migrate_plt_8.1.400.00_8.1.400.05.sql script is only for use if you do not upgrade from 8.1.400.00 to the next available version.
MS SQL: The standard platform-new-database
script must be applied to the database if the complete application upgrade is done.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Previously, you could occasionally receive a NullPointerException related to WA metric calculations. The exception interfered with the coloring of cells for threshold violations in the Contact Centers pane. The exception no longer occurs. (PLT-4496)
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:
This release of Advisors Platform is compatible with Performance Management Advisors release 8.1.4.
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:
A NullPointerException related to WA metric calculations no longer occurs. Previously, you could occasionally receive the NullPointerException, which interfered with the coloring of cells for threshold violations in the Contact Centers pane. (PLT-5173)
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:
A new forecast metric, Forecast NCO Total (FNCOTotal), is added to WA. If upgrading from Advisors 8.1.3, a platform
database upgrade is required to complete the related configuration. The script filename for the
platform database upgrade is migrate_plt_8.1.3_8.1.300.08.sql
.
There are no corrections or modifications for 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 Advisors Platform:
A Metric Manager page is added to the Administration module. Metric Manager replaces the Metrics page. All CCAdv/WA metrics can be viewed in the Metric Manager, and the display attributes for all metrics can be updated. In Release 8.1.3, you can create custom application metrics using existing source metrics provided by Advisors Genesys Adapter and existing application metrics (you cannot create agent group or contact group metrics). The Metric Manager page displays only the metrics to which you have
Read
permission in the Configuration Server. Genesys recommends that users with access to Metric Manager also have access to all metrics.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
The Advisors Platform installer now configures both the system language and country codes in the Windows service wrapper for Geronimo. (PLT-4044)
French is no longer an option for language and country settings. English and German are the only options. (PLT-3933)
The Release 8.1.3 upgrade script does not produce the FK_METRICS_METRIC_LIBRARY_METRICS constraint violation error that the Release 8.1.2 upgrade script generated. (PLT-3925)
The time period has been changed in the Advisor Platform database for two Workforce Advisors metrics.
Previously, the time period of metrics REQ
(Required Staff) and SCH
(Scheduled Staff) was 30 minutes growing
.
This time period is changed to Point-in-time
. (PLT-3913)
The Metric Manager page replaces the Metrics page in the Administration module.
The Reset
button works correctly in the Metric Manager pages. (PLT-3841)
Sorting by the Zero Suppress
column now correctly affects the region display order on the Regions
page. (PLT-3827)
The Select All
and Deselect All
functionality works correctly in Administration | Object Configuration. Previously, sorting objects in edit mode disabled the Deselect All
functionality. (PLT-3656)
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 Advisors Platform:
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 and functionality:
Support for role-based access control (RBAC)—Access to business objects, hierarchies and metrics is now controlled using roles and permissions that are created in Genesys Configuration Manager, and whose configuration is completed in the Advisors Administration module. See the Genesys Performance Management Advisors 8.1 Contact Center Advisor/Workforce Advisor Administrator User’s Guide for more information.
Removal of Administrative Partitioning (replaced by functionality in RBAC).
Removal of ability to display an external web site in the Genesys Browser.
Removal of Auto
from the menu of Application to Agent Group
relationship modes in the
Administration System Configuration
page.
A new Advisors Migration wizard supports CCAdv/WA business objects and FA metrics migration. See the Performance Management Advisors 8.1 Deployment Guide for more information.
New Genesys branding is applied throughout the product's user interface.
Support for logging of changes made in the Administration module. See the Performance Management Advisors 8.1 Deployment Guide for more information.
Support for users who do not have a first name, last name, and/or e-mail address is implemented in this release. See the Genesys Performance Management Advisors 8.1 Contact Center Advisor/Workforce Advisor Administrator User’s Guide for more information.
A threshold's direction is now established on a per-threshold basis, rather than on a per-metric basis.
Support for multi-lingual templates for e-mail, in German, English, or both languages.
Full compatibility with Adobe Flash version 11.
Support for Genesys PSDK 8.1.
Advisors module names are now displayed in the Windows task bar.
This section describes corrections and modifications since the previous 8.1 release of this software.
Administration | Manage Adapters: Deselecting objects using the Deselect All
button in the Object
Configuration
pages no longer wrongly removes objects from the All
pane. (PLT-1634)
Automatically created Application-to-Agent Group relationships are now correctly erased by changing Auto-Override to Manual and restarting XML Generator. (PLT-1601)
Administration | Metrics: Rows selected for editing are now correctly retained for Contact Group metrics. (PLT-1559)
Administration | Application Rollups: Applications now appear correctly in the upper pane immediately after they are mapped. (PLT-1558)
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:
Updates to support the improvement of CCAdv refresh time. (CAWU-9018)
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 section describes corrections and modifications since the previous 8.1 release of this software.
Advisors Platform has been rebuilt with changes to support Frontline Advisor ticket GFA-2669.
Supported Operating Systems
New in This Release
Corrections and Modifications
This release is under shipping control. This release contains the following new features and functionality:
Support for Administrative Partitioning—A partition is a means by which Advisors objects can be grouped into business areas for the purposes of administration. Partitions allow permissions management at a macro level, enabling permissions to be assigned in bulk to individual administrators. The Partition Administrator, a new role for a user, has been introduced to the Administrative user interface. Refer to the draft Performance Management Advisors 8.1 Contact Center Advisor/Workforce Advisor Administrator's User Guide for details.
Integration with Genesys Management Framework. Business object data now comes from and is authenticated by the Configuration Server.
Support for MS SQL 2008.
Built with Geronimo 2.2.1.
New UI features:
Confirmation messages when saving changes.
Columns now have both ascending and descending sort functionality.
Descriptive names are now both searchable and sortable.
Genesys terminology replaces some Informiam terminology. Specifically, skill groups become agent groups.
New features for working with users:
New effective and expiration dates for user profiles.
Ability to create, delete, and copy users now depends on the environment and on options selected during installation.
User profiles can now be made non-editable depending on an installation option.
Much of the Platform Administrative UI is new, and permits more flexible configuration.
Ability to assign the same peripheral gateway and peripheral to multiple contact centers— The assignment to a contact center is done indirectly by assigning an application (service) to a contact center.
Localized e-mail messages.
Upper and lower Contact Center Advisor/Workforce Advisor metric thresholds.
Constraints on the sequence numbers of metrics are removed.
A Descriptive Name
column has been added to Agent Group
and
Rollup
pages.
When an agent group is selected, its mappings to applications, contact centers, and regions are also displayed.
This release also contains the following features and functionality that were part of the 8.1.0 restricted release:
Support for Oracle 11g databases
Support for Windows Server 2008 64-bit native
Support for Windows 7 32-bit native
Support for Windows 7 64-bit native
Support for Citrix Xen App 5
Support for TCP/IP v6.
Support for encryption of database data
The Genesys Adapter Administration installer has been moved to Platform from Genesys Adapter.
An automatic ICM failover process that switches from one ICM source to another similar ICM source has been implemented.
This section describes corrections and modifications since the previous 8.1 restricted release of this software.
Compatibility issues between Flash 10.3 and the Advisors browser have been corrected. (PLR-230)
This section contains corrections and updates for issues found in currently released documentation for this product. The changes described here will be included in future published versions of the document.
Book: Performance Management Advisors 8.1 Deployment Guide
Section: Deploying Advisors Platform > Changing a Data Source Configuration after Installation
The Changing a Data Source Configuration after Installation procedure uses the Advisors Platform data source as an example of how to make changes to the JDBC data source configuration after installation. Additional procedures are included here to help you make changes to the JDBC data source configuration for Frontline Advisor and the metric graphing database.
There are three modules that contain JDBC data source configuration information:
You must re-deploy each instance of the preceding modules for which you modify the geronimo-ra.xml
descriptor
(see the following procedures).
Before you perform any of the procedures below, read the following carefully:
<GCTI>/Advisors/
before
you do any manual operations.Modify the Geronimo Descriptor for Advisors Platform
geronimo-ra.xml
from**/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/repository/com/informiam/platform/platform-datasource-service//platform- datasource-service-.rar/rar/META-INF
**/GCTI/Advisors/platform-datasource
.geronimo-ra.xml
that you copied to **/GCTI/Advisors/platform-datasource
), as required.**/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/bin
directory.java -jar deployer.jar --offline --user system --password manager redeploy ../../platform-datasource/platform-datasource.rar ../../platform-datasource/geronimo-ra.xml
../../platform-datasource/geronimo-ra.xml
is the path to the recently-edited descriptor.../../platform-datasource/geronimo-ra.xml
and run the command again.Modify the Geronimo Descriptor for Frontline Advisor
geronimo-ra.xml
from**/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/repository/com/informiam/gfa/fa-datasource//fa-datasource-.rar/rar/META-INF
**/GCTI/Advisors/fa-datasource
.geronimo-ra.xml
that you copied to **/GCTI/Advisors/fa-datasource
), as required.**/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/bin
directory.java -jar deployer.jar --offline --user system --password manager redeploy ../../fa-datasource/fa-datasource.rar ../../fa-datasource/geronimo-ra.xml
../../fa-datasource/geronimo-ra.xml
is the path to the recently-edited descriptor.
../../fa-datasource/geronimo-ra.xml
and run the command again.Modify the Geronimo Descriptor for the Metric Graphing Database
geronimo-ra.xml
from**/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/repository/com/Informiam/ea/metric-graphing-datasource// metric-graphing-datasource-.rar /rar/META-INF
**/GCTI/Advisors/metric-graphing-datasource
.geronimo-ra.xml
that you copied to **/GCTI/Advisors/metric-graphing-datasource
), as required.**/GCTI/Advisors/geronimo-tomcat6-minimal-2.2.1/bin
directory.java -jar deployer.jar --offline --user system --password manager redeploy ../../metric-graphing-datasource/metric-graphing-datasource.rar ../../metric-graphing-datasource/geronimo-ra.xml
../../metric-graphing-datasource/geronimo-ra.xml
is the path to the recently-edited descriptor.../../metric-graphing-datasource/geronimo-ra.xml
and run the command again.Found In Document Version: 8.1.501.00 |
Book: Performance Management Advisors 8.1 Deployment Guide
Section: Deploying Genesys Adapter > Prerequisites
The information about updating the Stat Server configurations using the statserverEntries.cfg
options file
supplied with Advisors Genesys Adapter (AGA) is incorrectly added to a Prerequisites section for deploying AGA.
The statserverEntries.cfg
options file is installed with Genesys Adapter, and is available in the directory
where you installed AGA only after installation is successful.
Found In Document Version: 8.1.201.00 | Fixed In: 8.1.5 |
Book: Performance Management Advisors 8.1 Deployment Guide
Section: Deployment Overview > Deployment Prerequisites
Information about Microsoft SQL Server has changed to the following:
Genesys recommends that you use MS SQL Server Enterprise Edition for optimal performance, although Standard Edition is also supported. Beginning in Release 8.1.4, you can install the metric graphing feature with or without the MS SQL Server partitioning feature. The partitioning feature provides flexibility and can improve performance; partitioning has more options than non-partitioning for organizing the metric graphing data that comes from Workforce Advisor and Contact Center Advisor. You must use MS SQL Server Enterprise Edition if you plan to install metric graphing and use partitioning. MS SQL Server Standard Edition does not support the partitioning feature.
If you use MS SQL Enterprise Edition, but you do not use partitioning, you can use the script(s) from \sql\mssql-standard
.
Information about Oracle 11g has changed:
Beginning in Release 8.1.4, you can install the metric graphing feature with or without the Oracle database partitioning feature. The partitioning feature provides flexibility; partitioning has more options than non-partitioning for organizing the metric graphing data that comes from Workforce Advisor and Contact Center Advisor. Ensure you have Oracle Database Enterprise Edition with the partitioning option if you plan to install metric graphing and use partitioning.If you use Oracle database software that includes the partitioning feature, but you do not use partitioning, you can use the scripts from
\sql\oracle-without-partitions
.
Found In Document Version: 8.1.403.00 | Fixed In: 8.1.5 |
This section provides the latest information on known issues and recommendations associated with this product.
Multi-byte languages are not supported.
Found In: 3.3, 8.0, 8.1, 8.1.1, 8.1.2, 8.1.3, 8.1.4, 8.1.5 | Fixed In: |
Aggregating objects (contact centers, regions, application groups) with database IDs higher than 16777214 are not permitted in the application. An exception identifying the offending object is thrown if any ID exceeds the application maximum.
Workaround: Reassign a lower ID to the object. To ensure consistency, you must also update any other tables with references to this ID. New aggregating objects are allocated sequential IDs based on the current maximum ID value in the object's respective table.
(PLT-4754, PLT-4769)
Found In: 8.1.5 | Fixed In: |
If you are migrating a system that has separate Genesys Adapters for CCAdv--one that handles Core and/or Multi-Media stats and another that handles Open Media stats--you must begin the migration by running the Advisors Migration Wizard against the 8.1.3/8.1.4 configuration database for the Core adapter. This preserves the information from the Open Media adapter by migrating both Genesys Adapters into new tables in the 8.1.5 Platform database. (PLT-4566)
Found In: 8.1.5 | Fixed In: |
The online Help files, accessed by clicking Help
within the Advisors browser, contain standard instructions for printing the Help file from a browser,
however the Print
button in the Advisors browser prints information that displays on the dashboard views only.
No print option currently exists to print the Help file. (PLT-4748)
Beginning in Release 8.1.5, Performance Management Advisors supports Genesys Management Framework 8.1.2, but does not fully support the password security
authentication options available in Management Framework. Users can be locked out of the Advisors browser if you use Genesys Management Framework 8.1.X in your
enterprise. To avoid lockouts, do one or both of the following:
true
: the no password change at first login
option and
the override password expiration
option.Advisors.ChangePassword.canView
privilege to all users.(PLT-4397, PLT-4398)
Found In: 8.1.5 | Fixed In: |
If you are upgrading the Advisors application from a version earlier than 8.1.3, you must verify the ADAPTER_INSTANCES
Platform table content before
you run the installers. Ensure the ADAPTER_INSTANCES.MODULE_CODE
field for FA adapter instances that were previously registered is set
to FA
. (PLT-4348)
Found In: 8.1.5 | Fixed In: |
Advisors rejects user passwords with a trailing space or spaces. When creating a user with a password in the Configuration Server, ensure the password does not have empty spaces at the end (trailing spaces). (PLT-4146)
Found In: 8.1.3 | Fixed In: |
The Application Configuration
page in the Administration module displays a blank page if you do the following:
Agent Group Configuration
page.Application Configuration
page (without opening any other tab or page other than the Application Configuration
page after leaving the Agent Group Configuration
page).Workaround: Open a page other than the Agent Group Configuration
page when first logging in to the Administration module,
or avoid navigating directly to the Application Configuration
page if the first page you opened after logging in was the Agent Group Configuration
page
and you have opened no other pages after it.
(PLT-4144)
Found In: 8.1.3 | Fixed In: 8.1.5 |
If you enable more metrics for graphing in the Metric Manager than is allowed, you receive an error message, but the Metric Manager displays
those metrics (more than the maximum allowed) as enabled for charting (the Time Profile for Charting
property displays a value for
all the metrics for which you specified a value). The database, however, does not contain any more than the maximum number of allowed
graphing-enabled metrics. Refresh the Metric Manager page and the specified value for Time Profile for Charting
for the disallowed
metrics returns to None
. (PLT-4141)
Found In: 8.1.3 | Fixed In: 8.1.5 |
The Metric Manager page changes the configured value for the Time Profile for Charting
property to None
for a custom
metric if you create the metric, save it, and then immediately open it for editing (even though you do not change the Time Profile for
Charting
property).
Workaround: Refresh the Metric Manager page after creating a custom metric if you want to edit that same metric immediately. The refresh of the Metric Manager page prevents this error.
(PLT-4130)
Found In: 8.1.3 | Fixed In: 8.1.5 |
Resizing columns on the Agent Group Configuration
page changes string endings to null
instead of an ellipsis
(...
). (PLT-4127)
Found In: 8.1.3 | Fixed In: 8.1.5 |
Genesys Browser: Login over HTTPS requires a certificate signed by a trusted third-party Certification Authority (CA). To login over HTTPS using a self-signed certificate, use the following workaround.
Workaround:
Cert_override.txt
%AppData%\Mozilla\Firefox\Profiles\{RANDOM}\Cert_override.txt
%AppData%\Genesys\Enterprise Advisor\Profiles\{RANDOM}\Cert_override.txt.
(PLR-469)
The Contact Center Advisor dashboard can stop highlighting the agent groups that correspond to an application (queue), as well as the opposite, after CCAdv runs for a number of days.
Workaround: Restart XML Generator.
(ER 310210916, PLT-4126)
Found In: 8.1.2 | Fixed In: 8.1.5 |
The 8.1.2 upgrade script can produce an FK_METRICS_METRIC_LIBRARY_METRICS constraint violation error.
Workaround: Run the following statement against the platform database, and then re-run the upgrade script:
DELETE METRICS_METRIC_LIBRARY where METRIC_ID NOT IN (SELECT METRIC_ID FROM METRICS)
(PLT-3925)
Found In: 8.1.2 | Fixed In: 8.1.3 |
Administration | Object Configuration: The sorting behavior in the Object Configuration
pages is now to sort
the entire list of objects, rather than the current page of objects. Using the Sort
arrows will thus move the
user to page 1 of a list if there are multiple pages. This behavior is consistent with other sortable lists in the UI.
Found In: 8.1.2 | Fixed In: |
Administration | Metrics: The Reset
button in the Workforce
tab is not working. (PLT-3841)
Found In: 8.1.2 | Fixed In: 8.1.3 |
When a database from a previous version is upgraded to 8.1.2 and the migration utility is used to import the objects to the Configuration Manager, different types of regions can have different permissions. For instance, geographic regions have to be given permissions explicitly in the Configuration Manager but reporting regions and operating units do not. (PLT-3838)
Found In: 8.1.2 | Fixed In: 8.1.5 |
When you upgrade to Release 8.1.2 of the Platform database and run the migration utility, the Active
statuses of application groups and regions are different. All regions display the Active
state as
No
and all application groups display the Active
state as
Yes
. This occurs because application group permissions are migrated to the Configuration Server when you run the migration
utility, but regions are not migrated (regions were not under permission control prior to 8.1.2). Ensure you activate all required objects.
(PLT-3832)
Sorting by the Zero Suppress
column does not affect the region display order on the Regions
page. (PLT-3827)
Found In: 8.1.2 | Fixed In: 8.1.3 |
For Frontline Advisor installation in environments where CCAdv/WA components are not present, the 8.1 to 8.1.1 Platform migration script must be altered before it is executed. Locate and remove the following block, then execute the altered script. If the block is not removed, errors will be generated. The errors are harmless for Frontline Advisor installation and can be ignored.
BEGIN
DECLARE
v_adapt INTEGER;
cnt integer;
BEGIN
cnt:=0;
SELECT 1 INTO cnt FROM DUAL WHERE EXISTS
(SELECT 1 FROM CONFIGURED_OBJECT);
EXCEPTION
WHEN NO_DATA_FOUND THEN NULL;
END;
IF cnt=1 THEN
SELECT MAX(ADAPTER_INSTANCE_ID) INTO v_adapt
FROM ADAPTER_INSTANCES;
EXECUTE IMMEDIATE 'TRUNCATE TABLE CONFIGURED_OBJECT';
INSERT INTO CONFIGURED_OBJECT(CONFIGURED_OBJECT_ID,OBJECT_NAME,FILTER_NAME,
OBJECT_ID,FILTER_ID,OBJECT_TYPE,ADAPTER_INSTANCE_ID)
SELECT ROWNUM CONFIGURED_OBJECT_ID, OBJECT_NAME,
FILTER_NAME, OBJECT_ID,FILTER_ID,OBJECT_TYPE,v_adapt ADAPTER_INSTANCE_ID FROM
(
SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
NVL(o.Filter,'No Filter') FILTER_NAME, o.ObjectID OBJECT_ID,
o.FilterId FILTER_ID,
o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Call_Type ct
ON ct.CallTypeId=o.ObjectId
WHERE ObjectType='Queue' AND
NOT EXISTS(SELECT 1 FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS WHERE ObjectType='Queue'
AND ObjectID=o.ObjectId and FilterID <>0)
UNION
SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
o.Filter FILTER_NAME, o.ObjectID OBJECT_ID,o.FilterId FILTER_ID,o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Call_Type ct
ON ct.CallTypeId=o.ObjectId
WHERE o.ObjectType='Queue' AND o.FilterID <>0
UNION
SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
NVL(o.Filter,'No Filter') FILTER_NAME, o.ObjectID OBJECT_ID,o.FilterId FILTER_ID,o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Skill_Group ct
ON ct.SkillTargetId=o.ObjectId
WHERE o.ObjectType='AgentGroup' AND NOT EXISTS(SELECT 1 FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS
WHERE ObjectType='AgentGroup'
AND ObjectID=o.ObjectId AND FilterID <>0)
UNION
SELECT DISTINCT ct.EnterpriseName OBJECT_NAME,
o.Filter FILTER_NAME, o.ObjectID OBJECT_ID,o.FilterId FILTER_ID,o.ObjectType OBJECT_TYPE
FROM "&&ADAPTCA_SCHEMA_NAME".GC_STATISTICS_OBJECTS o
JOIN "&&METRICS_SCHEMA_NAME".Skill_Group ct
ON ct.SkillTargetId=o.ObjectId
WHERE o.ObjectType='AgentGroup' AND o.FilterID <>0
);
END IF;
END;
/
(PLT-3782)
Found In: 8.1.2 | Fixed In: |
Administration | Metrics: When updating CCAdv metrics to select, for example, the check box to display values over 100, you can continue these edits for multiple line items within the page of metrics displayed. You are required to save the page before proceeding to the next page and the display returns to the same place on the page. When attempting the same edits for WA metrics, you must save the change for each metric on a page. In addition, after the updates, the display returns to page 1 of the WA metrics rather than the previous place of editing. This is not an issue in Release 8.1.3, and later, on the Metric Manager page, which replaces the Metrics page. (PLT-3715)
Found In: 8.1.2 | Fixed In: |
Administration | Object Configuration: Sorting objects in edit mode disables the Deselect All
functionality.
Workaround: Use the filtering box to reduce or isolate individual items for unpublishing.
(PLT-3656)
Found In: 8.1.2 | Fixed In: 8.1.3 |
Ensure you enter unique Key Action
names. If you enter a Key Action
name on the Key Actions
page in the
Administration module, and the Key Action
name is a duplicate of an existing Key Action
name, the system displays a warning
message. After you edit that Key Action
name to make it unique, Advisors fails to save or reset correctly. (ER# 309338685, PLT-4098)
Found In: 8.1.1 | Fixed In: 8.1.5 |
Administration | Users: Creation of users in the Advisors Browser generates an incorrect error message on the dashboard. The error message indicates that the user could not be created, although the new user's details appear correctly in the Configuration Manager and in the Platform database. (PLT-1636)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Object Configuration: Moving from the Selected
pane
to the All
pane returns users to the first page of the All
view. (PLT-1635)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Object Configuration: In the view based on filters, after properly removing objects from the Selected
pane, the
Deselect All
button also removes objects from the All
pane.
Workaround: Do not use the Filter-to-Agent Group/Queue
page or the
Deselect All
buttons on the Filter-to-Agent Group/Queue
page. Re-requesting the
Obect Configuration
page will also re-display the objects correctly.
(PLT-1634)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Passwords in the Geronimo data source are not encrypted, because of a Geronimo issue. (PLT-1632)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Object Configuration: When a Partition Administrator
accesses the Object Configuration
page when no queues have been published, incorrect
error messages indicating no contact with the Adapter are generated.
Workaround: The first queue and the first agent group should be published by a Super Administrator.
(PLT-1619)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Object Configuration: Removing an object from the Selected
pane in edit mode causes all the object names to turn gray and to be highlighted. (PLT-1579)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Object Configuration: Sorting does not work in edit mode. (PLT-1578)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Distribution Lists: Associated partitions that appear in the
Create/Edit
section should be display only. (PLT-1568)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Contact Centers: An agent-group contact center displays in error on the
Other Contact Centers
pane for a Partition Administrator who is not associated
with it. (PLT-1537)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Object Configuration: On opening the page, the first listed Adapter displays, in error, as being already selected. (PLT-1522)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Key Actions: Edits made to duplicate key actions are not saved, and the Reset button does not clear the entry. (PLT-1514)
Found In: 8.1.1 | Fixed In: 8.1.5 |
The Administration UI does not correctly support screen resolutions that are less than 1280 * 1024. Scroll bars are not generated, meaning some screen extremities cannot be viewed. (PLT-1412)
Found In: 8.1.1 | Fixed In: 8.1.2 |
When authentications fail, error messages in the UI lack the details of the exact cause. (PLT-1394)
Found In: 8.1.1 | Fixed In: 8.1.2 |
Administration | Users: There is a case sensitivity mismatch between Advisors and Configuration Manager. Users can be created with the same name if the names are in different cases. (PLT-1328)
Administration | Contact Groups Configuration/Rollups: It is possible to assign a contact group that is assigned to an agent-group contact center to a different reporting region, operating unit, and application group, than the associated network contact center. (PLT-984)
Found In: 8.1.1 | Fixed In: |
Administration: Occasionally, after a timeout, the Administration screen prompts the user to login again. On re-entering the credentials, a blank screen displays.
Workaround: Click on the Administration module tab, which will cause the page to display correctly.
(PLT-979)
Found In: 8.1.1 | Fixed In: |
Administration | Alert Causes and Key Actions pages: The grid is missing when the
page is opened for the first time, and displays only after a record is added. The New
and Delete
buttons are inconsistent with other Administration pages. (PLT-796)
Administration | Contact Centers: When skill-group contact centers are in the list, sorting the list by geographic region makes the skill-group call centers disappear. (PLT-433)
Found In: 8.1 | Fixed In: 8.1.1 |
The descriptions of the following metrics in WA have been amended:
Act Pos Staffed
Dev From Sched
Scheduled Adherence (APS)
Dev From Required
Required Adherence (APS)
(PLT-432)
Found In: 8.1 | Fixed In: 8.1.1 |
Administration | Users & Rollups Workforce Advisor: The search function is not case-insensitive. (PLT-423, PLT-419)
Found In: 8.1 | Fixed In: 8.1.1 |
Administration: Sorting is not case-insensitive in several of the Administration pages. (PLT-420, PLT-393)
Found In: 8.1 | Fixed In: 8.1.1 |
Administration: Names are not case-insensitive when adding new Alert Causes and Key Actions. (PLT-365)
Found In: 8.1 | Fixed In: 8.1.2 |
If the Platform Server is running when Web applications (for example, Resource Management or Genesys Adapter-Administration Web) are installed, these applications will remain stopped.
Workaround: Ensure that Platform Server is stopped prior to installing the Web applications, or use Geronimo commands to start the modules after installation.
(PLT-165)
Found In: 8.0 | Fixed In: |
This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.
There are no discontinued features for this release.
Information in this section is included for international customers.
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 the entire Advisors suite (for 8.1.1 and earlier releases).
The Performance Management Advisors 8.1 Deployment Guide describes how to install and configure the entire Advisors suite (for 8.1.2 and later releases).
The Performance Management Advisors 8.1 Platform Release Advisory provides important information that applies to the Advisors Platform.
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.