Release Note

Contents

Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesyslab.com for more details.

This release note applies to all 8.0 releases of Voice Reporting Templates.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Manual.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.

Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.0 release of Voice Reporting Templates.

• CCPulse+ action, threshold, and template storages have been updated to binary format. Refer to the Reporting 8.0 CCPulse+ Administrator's Guide to learn how to configure these storages (and the workspace storage) within the CCPulse+ application.

Corrections and Modifications

There are no corrections or modifications for this release of Voice Reporting Templates.

Top of Page

Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

Several CCPulse+ custom metrics might produce incorrect results because of an error in the formula script. To correct metric definitions, edit the custom metrics in the following templates using the Template Wizard and replace result.Duration with result.Long:

(ER# 50880221)

The KPI report templates reference the wrong time profile—CollectorDefault instead of Default. The CollectorDefault time profile causes all statistics to reset to 0 every fifteen minutes in CCPulse+. To correct this and have statistics reset daily, in the Template Wizard, open the properties for each statistic and change the time profile to Default. (ER# 50075271)

The name of the NotReadyAgentsRatio stat type (used to calculate the Ready Ratio metrics in the KPI Tenant and KPI Agent templates) is misleading. This statistic actually calculates the ratio of ready agents. To avoid confusion, Genesys recommends that you rename this stat type to ReadyAgentsRatio and reassign the stat type to any real-time and and historical templates that use it. (ER# 45362007)

Update the CurrAgentsReadyRatio stat type definition as follows:

• Replace the AgentStatus subject with DNAction.
• Set the description to "Percentage of agents in ready mode."

(ER# 51878231)

The VOICE_LOGIN_T and VOICE_READY_T historical metrics that are used in the VOICE_GQ, VOICE_Q, and VOICE_RP ODS layout templates are not calculated correctly and should be ignored.

The Total LogIn Time and Total Ready Time metrics in the KPI Queue template are not correct and should be ignored or removed from the template. (ER# 52965981)

Top of Page

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.

There are no features that have been discontinued in this release.

Top of Page

Internationalization

Information in this section is included for international customers.

Use of these report templates is not supported in languages other than English.

Top of Page

Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The Reporting 8.0 Deployment Guide, Reporting 8.0 CCPulse+ Administrator's Guide, and following books from the Reporting Technical Reference series also contain information about this software. Please consult the Deployment Guide first.

• Reporting Technical Reference 8.0 Overview

• Reporting Technical Reference 7.6 Report Generation Assistant

• Reporting Technical Reference 8.0 Solution Reporting Templates

• Reporting Technical Reference 8.0 Customization

• Reporting Technical Reference 7.6 Data Mart Conceptual Data Model

Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.

Top of Page