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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 7.6 releases of Workforce Management Configuration Utility.

• 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 number.
• 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 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.

Supported Operating Systems

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 also includes the following correction:

This release of Configuration Utility addresses performance issues with editing, creating, and deleting of rotating patterns, contracts, security roles, and user. (ER# 288686915)

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Supported Operating Systems

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 also includes the following correction:

Carry-Over is now calculated correctly, when it is performed for more than one agent, in the Policies > Time-Off Rule properties panel. (ER# 274854419)

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Supported Operating Systems

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 also includes the following corrections and modifications:

On the MS SQL Database platform, WFM Configuration Utility now correctly saves the weekday start times for newly created rotating patterns. To correct the weekday start times for rotating patterns that were created with Configuration Utility 7.6.101.04, edit these rotating patterns and save them again by pressing Apply. (ER# 257782879)

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Supported Operating Systems

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 also includes the following corrections and modifications:

With this release, when an agent's location is changed, WFM Configuration Utility refreshes only two locations in the objects tree:

• The original location (the site, team or unassigned agents object from which the agent was moved)
• The destination location (the site to which the agent was moved)

This results in a faster response by WFM to the change. Previously, the response was slower because when a user changed an agent's location, WFM Configuration Utility expanded and refreshed all the existing BUs and sites (and in some cases, teams) even if they were not affected by the change. (ER# 244679231)

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Supported Operating Systems

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 also includes the following corrections and modifications:

With this release, the delay before WFM Configuration Utility displays of the list of agents under the Associated Agents tab of the Rotating Patterns node is significantly reduced. Previously, this delay occured when more than a 1000 agents were affected. (ER# 229051547)

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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 Configuration Utility.

• This release of Configuration Utility is compatible with the 17 July 2009 CD Refresh release of Workforce Management.

Corrections and Modifications

This release does not include 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 the initial 7.6.1 release of Workforce Management Configuration Utility.

• Workforce Management (WFM) will synchronize only configuration objects that the current user has Tenant-based permissions to access.

• The Skills module in Configuration Manager and WFM Configuration Utility is viewable based on Tenant-based permissions.

Corrections and Modifications

This release also includes the following corrections and modifications:

With this release, Configuration Utility displays the correct contract icon color when a contract under an independent site is copied and then pasted under a different site that is under a business unit. (ER# 220106489)

With this release, in the available timezones list, Configuration Utility no longer displays timezones that were imported into WFM from Configuration Manager. (ER# 219600674)

Now you can enter and save negative bonus hours for an agent's Time Off. Negative bonus hours are displayed correctly in the list of agent Time Offs in the Configuration > Organization > Agent properties pane. (ER# 218672599)

With this release, Configuration Utility saves shift changes without redundant confirmations (for shift item sequences) when a user manually deletes all shift item sequences that have deleted breaks. (ER# 218745380)

With this release, Configuration Utility saves the changes in any shift regardless of how many breaks were created or deleted. Previously, a large number of breaks created or deleted could cause an overflow and changes in shift properties could not be saved. (ER# 192121881)

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Supported Operating Systems

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 also includes the following corrections and modifications:

With this release, WFM Configuration Utility now displays only a warning message when a Weekly Pattern with an overnight last day overlaps the beginning of the week. Previously, this situation generated an error message. (ER# 214978776)

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Supported Operating Systems

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 also includes the following corrections and modifications:

With this release, Max Consecutive Working Days per Week can be greater than, less than, or equal to Min Working Days per Week. (ER# 195735582)

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Supported Operating Systems

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 also includes the following corrections and modifications:

With this release, a shift's Task Sequences Min. Duration can now be less than or equal to the total of the shift's Max. Paid Hours plus the shift's unpaid time. (ER# 180344641)

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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 7.6 release of Workforce Management Configuration Utility.

• To simplify object security, an administrator can proactively add a site to users who should have access, rather than removing the site access from users who should not have it.
• Contact centers can configure a Default Security Role for new WFM users.
• A supervisor can schedule agents for activities that match their skills, without having to add new Activities to all weekly rotating patterns.
• Contact centers can create up to 100 different shifts to accommodate the need for schedules with specific break and meal times and durations.
• Contact centers can comply with labor union regulations requiring that all breaks be scheduled, even if they conflict with preplanned exceptions.
• Now, when a user configures WFM so that a time off request can be validated against time off limits, but does not need to be validated against a time off balance, this can be auto-approved.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:

A Rotating Pattern is now assigned to the selected Agents without warnings if the Use Shift Time option is selected in the Weekly Pattern and at least one good combination of the selected Shift Start and Shift End values and the selected Activities Open Hours exists. (ER# 169147862, 168304496)

The database clean-up operation no longer stops when it reaches terminated Agents with Schedules and/or Calendar Items. (ER# 134055527)

It is impossible to select an overnight shift in a weekly pattern if the combination of that shift and its associated meals results in a Shift Start Time of exactly 24:00. (ER# 175692471)

Now you can select an item in the object tree with a right-click of the mouse while WFM's connection to the WFM Database is broken. A message about the broken connection will be displayed; the display will not be corrupted, and WFM Configuration Utility will not freeze.

(ER# 164014177)

A notification message about the lost connection is displayed while you are deleting Schedule State Group if the connection to the WFM Database is broken and the Schedule State Group is not deleted. (ER# 163984787)

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Known Issues and Recommendations

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

If a time-off rule for an agent is changed using Configuration Utility, on the same date as the carry-over date, WFM cannot perform the carry-over. (ER# 295285811)

In the Policies > Rotating Patterns module, a Rotating Pattern that was assigned to Agents could be ignored during Scheduling, if its Weekly Patterns were not saved before the user assigned the Rotating Pattern to Agents and those Agents got an incorrect Starting Week number (for example, 0).

Workaround: In the Rotating Patterns module, in the Rotating Pattern Properties panel, make changes to the Rotating Pattern's Weekly Patterns (for example, delete, insert, or update). Save the changes, navigate to the Agents tab, add or remove the Agents, and save the changes again.

(ER# 258770941)

An invalid Task Sequence can be assigned to a Shift in two known cases:

• An unpaid Meal and/or Break which is part of a Shift Item Sequence is deleted, and the Task Sequence becomes longer than the total of Max Shift Paid Hours plus the unpaid time from the longest remaining Shift Item Sequence.
• An unpaid Meal and/or Break which is part of a Shift Item Sequence is deleted, and the Task Sequence becomes longer than the total of Max Shift Paid Hours plus all unpaid Meals and Breaks, if there are no more Shift Item Sequences left.

(ER# 183729978)

After the connection to the WFM database is broken and then restored while you are deleting an activity or editing a shift:

• Configuration Utility may incorrectly consume most of the CPU capacity of your computer.
• Configuration Utility does not display an error message.
• Configuration Utility's display of selected objects can become corrupted.
• The Configuration Utility display may become corrupted, and the "lost connection" error message (with its OK button) may appear behind other windows.

You may need to quit Configuration Utility to restore control. (ER# 163984781, 163984787, 164014177, 164014187)

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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 discontinued features or functions in this release of Workforce Management Configuration Utility.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues in this release of Workforce Management Configuration Utility.

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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 7.6 Administrator's Guide introduces the product, presents its architecture, and offers deployment-planning recommendations and considerations, explains how to configure and install the Workforce Management (WFM) 7.6 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 7.6 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 7.6 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 7.6 Web for Agents Help instructs Agents on how to check their schedules, request time off and working hours, adjust other preferences, and make schedule trades with other Agents.

• Workforce Management 7.6 WFM Integration API Developer's Guide gives an overview of the Application Programming Interface (API)'s functions and architecture, and explains the functions that each service provides. This Guide includes short code examples that demonstrate how to use the methods included in each service.

• Workforce Management 7.6 WFM Integration API Reference (JavaDoc) provides a complete reference to the publicly exposed portion of the WFM Integration API.

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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