Release Note

Workforce Management Builder

8.0.x

Genesys Telecommunications Laboratories, Inc. © 2010–2012

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
8.0.001.09 [05/07/12] Hot Fix
 
 
 
 
 
X
8.0.001.08 [06/07/11] Hot Fix
 
 
 
 
 
X
8.0.001.07 [03/30/11] Hot Fix
 
 
 
 
 
X
8.0.001.06 [03/14/11] Hot Fix
 
 
 
 
 
X
8.0.001.05 [02/02/11] Hot Fix
 
 
 
 
 
X
8.0.001.04 [10/01/10] General
 
 
 
 
 
X
8.0.000.17 [07/01/10] General
 
 
 
 
 
X

Link to 7.6 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.x releases of Workforce Management Builder.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on third-party software used in this product, see the Read Me. Please contact your technical support representative if you have any questions.


Release Number 8.0.001.09 [05/07/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


WFM Builder no longer fails while rebuilding an intra-day schedule that contains one or more days with granted working hours. (ER# 297091423)


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Release Number 8.0.001.08 [06/07/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


During a schedule build, a task can no longer violate its minimum duration setting. (ER# 275327367)


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Release Number 8.0.001.07 [03/30/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


Rebuilding the intra-day schedule (either the master schedule or a regular scenario schedule) with contract daily synchronization configured no longer causes WFM Builder to consume memory and terminate abnormally. (ER# 270539439)


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Release Number 8.0.001.06 [03/14/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


Meetings are now scheduled for the maximum number of available agents. (ER# 268706893)


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Release Number 8.0.001.05 [02/02/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


This release corrects a problem with WFM Builder, which sometimes caused it to terminate unexpectedly during communications with WFM Server. (ER# 267498931)


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Release Number 8.0.001.04 [10/01/10] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Builder. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections or modifications:


WFM Builder no longer terminates before starting a schedule build when the number of log files is above the configured limit. (ER# 259609831)


All Marked Time values are now correctly retained after an intra-day rebuild of the schedule. (ER# 258247981)


The Meeting Planner now correctly schedules meetings when valid meeting combinations are available. (ER# 257217506)


Building a schedule with preferences fulfillment set to 50% no longer causes WFM Builder to terminate. (ER# 257125450)


This release corrects a situation where strictly configured breaks were incorrectly scheduled, or not scheduled at all, when there was a subsequent conflict with a meeting. (ER# 257125495)


Part day exceptions inserted in schedule are now retained after intra-day reoptimization even if they are not valid according to configuration. Previously exceptions that violated constraints were removed during reoptimization. (ER# 257125435)


WFM Builder no longer bunches breaks which caused understaffing for some time steps. (ER# 257125422)


A constraint that an agent must not work 2 consecutive weekends no longer causes understaffing (ER# 257124855)


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Release Number 8.0.000.17 [07/01/10] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 Workforce Management Builder.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.6 or earlier releases and the initial 8.0 release:


This release improves the staffing coverage in schedules with configured strict monthly or period work hours. Previously, configurations that included no weekends off, low staffing requirement on weekends, or higher requirement on weekdays sometimes produced schedules with overstaffed weekends and understaffed weekdays. (ER# 243513251)


Now WFM Builder can create a schedule with improved staffing coverage, when the forecast is different for different weeks on the schedule period, and requires overnight shifts during some weeks. (ER# 242194306)


Now you can schedule the correct monthly work hours without needing to make configuration changes. Previously, days off that were scheduled using the weekly day-off hours constraint could violate monthly agent work hours. Even though weekly work hours and weekly work days were scheduled correctly, the totals for the month could be violated. (ER# 239155225)


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Known Issues and Recommendations

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


Rebuilding the intra-day schedule (either the master schedule or a regular scenario schedule) with contract daily synchronization configured may cause WFM Builder to consume memory and terminate abnormally. WFM displays the message: There was an error getting the progress information. (ER# 269761401)

Found In:  8.0.001.04 Fixed In:  8.0.001.07

An internal error occurs when scheduling reoptimization is done in a multi-site scenario, with multi-site meetings configured. Workaround: reoptimize one site at a time. (ER# 260921761)

Found In:  8.0.001.04 Fixed In: 

The weekly work days constraint could be violated when maximum consecutive working weekends constraint are used in this situation:
1. The schedule started on the second day of the weekend.
2. The day before the schedule scenario was not scheduled, i.e., the master schedule was empty.
3. Configuration was strict, requiring exactly 2 days off per week.

(ER# 259780883)

Found In:  8.0.001.02 Fixed In: 

Workforce Management Builder will sometimes disregard an agent's preference to be scheduled for longer shifts and more days off per week, or the opposite (shorter shifts and fewer days off). (ER# 220767282)

Found In:  7.6.100.20 Fixed In:  7.6.101.00

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.


There are no recently discontinued features in this release of Workforce Management Builder.


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Internationalization

Information in this section is included for international customers.


There are no known internationalization issues in this release of Workforce Management Builder.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Administrator's Guide first.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support 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.

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