Release Note

Contents

Introduction

This release note applies to all 8.0.x releases of Workforce Management Builder for the Russian market.

• 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

This is a generally available release for the Russian market. This localization is based on Workforce Management Builder 8.0.001.04. Modifications to this software component in later software versions are not supported in this localized version.

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

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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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 Workforce Management Builder.

• Builder can now optimize multiple sites when building a schedule.
• Builder can now schedule multi-site meetings and split meetings.

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.

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)

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)

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)

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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.

• Workforce Management 8.0 Administrator's Guide introduces the product, presents its architecture, offers deployment-planning recommendations and considerations, explains how to configure and install the WFM 8.0 components, explains how to start and stop all components, explains how to use the WFM Database Utility, provides troubleshooting suggestions, and includes a list of WFM-specific terms and their definitions.

• Workforce Management 8.0 Configuration Utility Help explains how to use the WFM Configuration Utility to set up WFM objects (such as sites, time zones, and Agents) and constraints (such as security settings, working hours, and time-off  rules).

• Workforce Management 8.0 Web for Supervisors Help explains how to use the Supervisor web interface to create forecasts and schedules, make schedule and staffing changes, and to track Agent real-time adherence and contact center performance. WFM Web for Supervisors also contains the WFM reporting functions.

• Workforce Management 8.0 Web for Agents Help explains how to use the Agents web interface to check agent schedules, request time off and working hours, adjust other preferences, and make schedule trades with other Agents.

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.

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