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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.
This release note applies to all 8.1 releases of Workforce Management (WFM) Builder.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about 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
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder now processes Task Sequences that contain more than two tasks in a row with flexible durations and the same Activity Set. Previously in this scenario, scheduling sometimes failed with Error 66. (WFM-22347)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder now schedules meetings that have recurrence rules and no specified end dates. Previously, Builder would not schedule these meetings and instead, generated a Warning 1036. (WFM-22012)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder now correctly schedules breaks when multiple agents shifts start at the same time and Break Synchronization is enabled in their Contracts. Previously in this scenario, breaks were incorrectly scheduled and sometimes all scheduled for the same time intervals. (WFM-21976)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Builder.
WFM Builder can now connect to the backup Configuration Server at startup if the primary Configuration Server is not available.
This release also includes the following correction or modification:
WFM Builder now builds Schedules more quickly. Previously in scenarios where non-typical configurations existed, such as Contracts with a maximum of 2 or 3 working days per week with no other constraints that could limit the number of possible work-day positions in a week, WFM Builder took too long to build schedules due to checking and rechecking the same weekly work-day combinations. (WFM-20898)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction or modification:
Schedules now display as expected in WFM Web after reoptimization. Previously, after WFM Builder reoptimized Schedules, they would sometimes fail to appear in WFM Web scenarios that were originally built for profiles and later assigned to agents. (WFM-22653)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following corrections and modifications:
Now, WFM Builder schedule reoptimization succeeds and days that have no assigned contract are ignored. Previously, schedule reoptimization sometimes failed with internal errors, if shifts were scheduled for certain days in the schedule scenario and no contract was assigned for those same days. (WFM-21209)
WFM Builder now reoptimizes selected agents or groups of agents without generating errors and correctly reoptimizes the last day of the schedule scenario. Previously, when Builder was reoptimizing selected agents and groups of agents, error 1035 No agents are available for reoptimization was displayed and Builder could not reoptimize the last day of the schedule scenario. (WFM-21239)
Now, when WFM Builder reoptimizes schedules that include agents whoe have shifts and unpaid full-day exceptions or time off scheduled on the same day, it ignores the full-day unpaid exceptions. Previously in this scenario, WFM Builder failed reoptimization and an error 51 occurred. (WFM-21277)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following corrections and modifications:
WFM Builder now successfully rebuilds Intra-Day Schedules that include edited shifts with paid time that is outside the configured minimum and maximum paid time limits. Previously in this scenario, when WFM Builder attempted to rebuild Intra-Day Schedules, they would fail with an error 51. (WFM-21067)
WFM Builder now builds Schedule scenarios with incorrect meeting configurations (for example, <empty> End Date) and produces a warning message. Previously, building Schedule scenarios with incorrect meeting configurations caused WFM Builder to terminate unexpectedly. (WFM-21084)
WFM Builder has significantly improved scheduling time for scenarios that include maximum consecutive working weekends and long scheduling periods (such as 4-6 weeks). Previously, these schedule scenarios could sometimes take an unacceptably long time to complete. (WFM-21141)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder now correctly builds schedules within a reasonable amount of time. Previously, WFM Builder took an unacceptably long time to build schedules. This issue sometimes occurred when Contracts contained 3 or fewer maximum working days per week. (WFM-21002)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Builder.
Supports backup Configuration Server during application startup with the addition of two new command line options: backuphost and backupport. These options are specified in the same way as the host and port options and have the same meaning, except that they specify how to connect to the backup Configuration Server. If the primary Configuration Server is not available, WFM Builder uses this information to connect to the backup Configuration Server.
Note: The Application name must be the same on both primary and backup Configuration Server. (WFM-20202)
This release includes the following correction and modification:
WFM Builder now includes the correct activities in Agent Profiles after a schedule scenario is rebuilt. Previously, when Agent Profiles were added and the schedule was rebuilt, activities appeared in Agent Profiles that were not included when the scenario was initially built. This issue caused WFM Builder to terminate unexpectedly. (WFM-20593)
WFM Builder now successfully reconnects to the backup Configuration Server if the primary Configuration Server is unavailable. Previously in this scenario, the connection would deadlock and reconnection was unsuccessful. (WFM-20692)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder now correctly reschedules teams that consist of only one agent. Previously, when WFM Builder rescheduled teams with only one agent, it would also incorrectly reschedule all agents within the site. (WFM-20557, ER# 324913352)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Builder.
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder now builds schedules faster, with no excess memory consumption when schedules contain multiple mandatory breaks and shifts that end with exceptions. Previously in this scenario, WFM Builder could take a long time to build schedules and use excessive amounts of memory. (WFM-21887)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
After reoptimization of the Intra-Day Schedule, WFM Builder now retains the agents that were not selected for reoptimization. Previously, when schedules that contained agents without contract were reoptimized, agents that were not selected for reoptimization were incorrectly removed from the schedule. (WFM-20561, ER# 325099711)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder now includes all configured activity sets in the schedule. Previously, some activity sets would be excluded from scheduling, causing understaffing of these activities. This scenario occurred if task sequences were configured, shifts had multiple mandatory task sequences, and task sequences had different activity sets without any common activity sets between other task sequences of the shift. The order of task sequences and usage of shifts in Rotating Patterns also affected this result. (ER# 321714612)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
In environments, in which the Paid Breaks are mandatory global option is checked and meetings are configured for the schedule scenario period, WFM Builder now builds large schedule scenarios within a reasonable amount of time. Previously, in these kinds of configurations WFM Builder would take an unacceptably long time to build large schedules (for example, over 2 hours for 800 agents). (ER# 319491107)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder schedules no longer appear overstaffed when profiles are optimized. Previously, Max profiles were used to optimize profiles, which caused the schedule to be overstaffed, regardless of the shift and threshold configuration. (ER# 308401909, 309962841)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder's Profile Optimization now stops when an acceptable solution is reached. Previously in certain configurations, when the number of profiles was lower than was necessary to satisfy the staffing requirements and understaffing threshold, Profile Optimization would sometimes continue optimizing indefinitely. (ER# 308401895)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction and modification:
WFM Builder no longer schedules all agents of one or more sites in a multi-site environment for days off when the MultiSiteActivitiesEnabled option is enabled (turned on). Previously, this result occurred if more than one multi-site activity was configured for the same site, when schedule scenarios were built for multiple sites at the same time. (ER# 302406388)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Builder.
This release includes the following corrections and modifications:
Certain shift configurations, when shift occurrence rules are configured and fixed-duration shifts are available only on some days of the week, no longer cause excessive overstaffing and understaffing on some weekdays. (ER# 288454226)
Intraday rescheduling no longer terminates with error 66 if "shuffle agents" setting was selected when rescheduling. (ER# 288008859)
Now WFM Builder uses correct profile agent names in warnings when building schedule scenarios where profiles based on agents and profiles not based on agents are configured. (ER# 281540783)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following correction or modification:
WFM Builder now distributes scheduled breaks evenly, minimizing the impact on schedule coverage. Previously, the breaks were distributed in clusters that were too close together, causing uneven coverage with some time periods being understaffed. (WFM-20994)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following corrections and modifications:
Rebuilding newly added profiles that are not assigned to a team no longer causes agents, that were not selected, to be rescheduled. Previously, this issue occurred when None was specified for profile agents in rescheduling. (ER# 306938375)
Profile agents no longer disappear from schedule scenarios when Intra-Day Rescheduling is performed. Previously, this scenario would sometimes occur when profile agents were not assigned to teams, and None was selected in Intra-Day Rescheduling. (ER# 306938510)
Teams and agents that are not included in Intra-Day Rescheduling no longer disappear from schedule scenarios. Previously, teams and agents that were not included in rescheduling would sometimes be incorrectly removed. (ER# 307020743)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Builder.
This release includes the following corrections and modifications:
Days with no staffing requirement are now scheduled as days off for all agents when possible; there is no more unnecessary overstaffing in this situation. Previously, days with no staffing requirement, that could have been scheduled as days off for all agents, were sometimes scheduled as workdays. (ER# 299630828)
This release corrects weekend overstaffing and weekday understaffing in the following situation: schedules with high staffing requirements on weekdays and significantly lower staffing requirements on weekends were sometimes incorrectly staffed. (ER# 299547380)
Supported Operating Systems
New in This Release
Corrections and Modifications
The operating systems supported by this release are listed in the Contents, above.
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction:
This release corrects the problem of excessive staffing on a particular day of the week when shift occurrence rules are configured for one or more shifts. (ER# 293000361)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This release does not contain new features or functionality.
This release includes the following correction:
This release corrects the problem of less-than-optimal coverage when shift durations are strict and some shifts can be scheduled only on certain days of the week. (ER# 290613101)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. This section describes new features that were introduced in the initial 8.1 release of Workforce Management Builder.
This release of WFM Builder contains changes to support new functionality in Workforce Management 8.1.
This release includes the following corrections and modifications that were made between release 8.0 or earlier releases and the initial 8.1 release:
WFM Builder does not violate the weekly work days constraint for scenarios that had no schedule before the scenario start, and started on the second day of a weekend. (ER# 259780883)
In a multi-site scenario, WFM Builder can now reoptimize more than one site at a time. (ER# 260921761)
This section provides the latest information on known issues and recommendations associated with this product.
When building schedule scenarios that include profiles that are based on agents
and profiles that are not based on agents, you may see warnings that include
non-existent profile agent names. For example, the agent Profile Agent
5 in the build may appear as Profile Agent 65547 in the
warning text. (ER# 281540783)
| Found In: 8.1.000.22 | Fixed In: 8.1.100.07 |
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: 8.1.000.22 |
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: 8.1.000.22 |
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.
Microsoft Windows Server 2003 is no longer supported
| Discontinued As Of: 8.1.300.11 |
Information in this section is included for international customers.
Language Packs are supported in 8.1.2 and 8.1.1 releases of this product. However, 8.1.3 releases of this product do not support 8.1.2 or 8.1.1 Language Packs. Use 8.1.3-compatible Language Packs upon their availability.
Language Packs allow installers to select the language in which the user interface and online help files are displayed. For details about available Language Packs, including languages, see the Workforce Management Release Notes section of the Genesys Documentation website.
Starting in 8.1.2, Localization Kits include context information for resources that appear in products that will be translated.
Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Administrator's Guide first.
Workforce Management 8.1 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 8.1 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.
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 might 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.