Release Advisory

Workforce Management

8.1.x

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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

The following information applies to Genesys 8.1.x software and is important for you to note:


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.


The following list of privileges replaces the ones in the Workforce Management 8.1 Administrator's Guide in Chapter 4, "Installing and Configuring Workforce Management", in the section, "Create Your WFM Database". These revised privileges must be assigned to Oracle database owners to ensure WFM applications are fully functional when the WFM database runs on an Oracle platform:

The Workforce Management 8.1 Administrator's Guide will contain this revised information when it is published for the 8.1.2 release.


In the WFM 8.1 Performance subsystem, the Daily Average Actual Headcount algorithm for Multi-Site Activities (MSA), Activity Group (AG), and Site Activities is different from the algorithm that was used in releases prior to 8.1.

Overview

In previous releases, the Actual Headcount algorithm for MSA and AG levels tended to produce inaccurate Actual Headcount in configurations that had multi-skilled agents or schedules and MSA or AG configured with more than one Associated Activity from the same site.

To resolve this issue and improve the accuracy of the Actual Headcount for MSA and AG level, WFM 8.1 uses a new algorithm for Actual Headcount. This model includes the following important changes to the Actual Headcount timestep and Daily Average algorithms:

  1. An Actual Headcount is introduced that is dedicated for MSA and AG levels and aggregated by Data Aggregator, separate from the Associated Activities Actual Headcount.
  2. MSA level Daily Average Actual Headcount algorithms take into account the MSA and Associated Activities open hours.
  3. Site Activity level Average Actual Headcount algorithms take into account the Activity open hours.
  4. The Agent Minutes (<agent adherent minutes> divided by 15) Headcount algorithm is used instead of LoggedIn Agents Headcount.
  5. Example: If an agent is logged in (adherent), but works only 14 minutes per timestep, the Actual Headcount in Agent Minutes equals 14/15 = 0.93.

Calculations Model for Multi-Site Activities Level

In the WFM Performance subsystem, the Multi-Site Activities Actual Headcount Daily Average is calculated in the following ways, depending on the state of the Multi-Site Activities button:

Calculations Model for Activity Group Level

In the WFM Performance subsystem, the Activity Group Actual Headcount Daily Average is calculated in the following way:

Calculations Model for Site Activity Level

In the WFM Performance subsystem, the Site Activity Actual Headcount Daily Average is calculated in the following way:

Previous WFM Releases

In previous releases, open hours were not taken into account for MSA and Site Activities Daily Average algorithms. WFM used the Associated Activities Actual Headcount data from timesteps for the entire day for Multi-Site Activity Actual Headcount Daily Average algorithms, whether the Use Multi-Site Activities button was set to ON or OFF.

Performance Reports

By default, Performance reports show the Actual Headcount, based on the LoggedIn Agents that are collected by Data Aggregator, while Performance Intra-Day shows the Actual Headcount, based on Agents Minutes (see item 4 in Overview).

To change the Performance reports Actual Headcount calculation to Agent Minutes (to match the Performance Intra-Day subsystem), the WFM Web Configuration Manager Application option ShowActualHeadcount in the Reports section must be set to true.


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