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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Configuration Utility for the Portuguese (Brazilian) market.
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
This is a generally available release for the Portuguese (Brazilian) market. This localization is based on Workforce Management Configuration Utility 8.1.300.09. Modifications to this software component in later software versions are not supported in this localized version.
Note: Screenshots that are new or changed in the WFM 8.1.3 Configuration Utility online Help are displayed in English.
For more information, see "WFM Localization" in the Workforce Management 8.1 Administrator's Guide.
There are no corrections or modifications in this release.
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 this release of Workforce Management Configuration Utility.
Three new security options provide precise control of Forecast Publishing. After the database is updated to 8.1.3, these new options can be changed in the User Security module in Configuration Utility, under:
Some modules, configuration objects, and functionality that are in WFM Configuration Utility are also now included in WFM Web. See the following topics in both Workforce Management 8.1 Web for Supervisors Help and WFM Configuration Utility Help:
Some modules, configuration objects, and functionality that were previously in WFM Configuration Utility have been moved to WFM Web. See the following topics in the Workforce Management 8.1 Web for Supervisors Help:
IBM DB2 10 and Microsoft SQL Server 2012 databases are now supported.
This release includes the following correction and modification:
Sites can now be moved correctly to newly created Business Units in WFM Configuration Utility. Previously, clicking Apply
after moving a Site to a new Business Unit prompted the following error message: Changes cannot be saved. Provider cannot derive parameter information and SetParameterInfo has not been called
. (WFM-20157)
The order of the tabs has changed in the following panes:
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Configuration Utility.
This release includes the following corrections and modifications:
Configuration Utility now opens Configuration > Organization > Team properties and saves changes more quickly, as in previous releases. (WFM-21640)
Information in Data Aggregator (DA) controls is no longer modified if DA controls are hidden, by setting the HideDA_settings
option to true
in the OptionalSettings
configuration section in the WFM Client Application. Previously, information in these DA controls could be modified, even if they were hidden. (WFM-21662)
Warnings about agent logins are no longer displayed when changes are saved to only the Agents tab in the Configuration > Organization > Site properties module. Previously, these warnings would sometimes display unexpectedly, even if the Unassign agents in case CME login is deleted
and Assign agents if logins are to this Site only
options were not changed. (WFM-21675)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Configuration Utility.
This release includes the following correction or modification:
Configuration Utility now creates Quality of Service (QoS) statistics without a service factor being specified. Previously, attempts to configure Distributed Interactions and Average Speed of Answer as the only QoS statistics caused an application error. (WFM-21558)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Configuration Utility.
This release includes the following corrections and modifications:
The time it takes Configuration Utility to load Agents within Sites and Teams in the Configuration > Organization module is now improved and equivalent to load times in previous versions of CU. Previously, load times were as much as nine times longer than in previous versions. (WFM-21205)
Configuration Utility now displays the complete warning or error messages, regardless of the length. Previously, Configuration Utility truncated very long warning and error messages. (WFM-21301)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release contains the following new features and functionality.
A new security option HideDA_settings
, enables the Data Aggregator controls to be hidden or exposed. By default, it is disabled (No
or False
).
Enable this functionality in Configuration Server, by modifying the WFM Client Application
. On the Options
tab, create the section OptionalSettings
(if it does not already exist). Then, add the new option, HideDA_settings
with a value of either Yes
or True
.
When this functionality is enabled, the following sections and tabs in Configuration Utility will be hidden:
Configuration
> Organization
> Business Units
> Properties
pane, the Data Aggregator Setup
sectionConfiguration
> Organization
> Sites
> Properties
pane, the DA setup
sectionConfiguration
> Activities
> Activity
> Properties
pane, the Statistics
tabConfiguration
> Activities
> Multi-Site Activity
> Properties
pane, the Statistics
tabAlso in Configuration Utility, the order of the tabs in the following panes is changed:
Configuration
> Activities
> Activity
> Properties
pane tabs are in this order: Skills, Agents, Statistics (previously, Skills, Statistics, Agents)Configuration
> Activities
> Multi-Site Activities
> Properties
pane tabs are in this order: Associated Activities, Skills, Agents, Statistics (previously, Associated Activities, Skills, Statistics, Agents).(WFM-21241)
Three new security options are added in Configuration Utility, in the User Security module for both the User
and Security Role
objects:
Modules > Forecast > Publish > Publish IV to Master Forecast
Modules > Forecast > Publish > Publish AHT to Master Forecast
Modules > Forecast > Publish > Publish Staffing to Master Forecast
If only one or two of these permissions are granted, the user will not have full security access to the Modules > Forecast > Publish
option.
Notes: Only those users who have access to the Modules > Forecast > Publish
option previous to the update, will have access to the new options after the update. If WFM Database 8.1.200.20 or earlier is used, it will be possible to start WFM Configuration Utility 8.1.201.08, but the new Forecast Publishing security functionality will not be available. If WFM Database is updated to 8.1.200.21 or later, three new security options will be visible in WFM Configuration Utility in Configuration > User Security
module for both User
and Security Role
objects.
(WFM-21160)
There are no corrections or modifications in this release.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a generally available release for the Portuguese (Brazilian) market. This localization is based on Workforce Management Configuration Utility 8.1.201.06. Modifications to this software component in later software versions are not supported in this localized version.
For more information, see "WFM Localization" in the Workforce Management 8.1 Administrator's Guide.
There are no corrections or modifications in this release.
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 and modification:
When WFM Configuration Utility is installed on Windows 7 or 8 and the connection to the Database Server is lost, it now reconnects automatically. Previously, Configuration Utility could reconnect only if it was running on Windows XP, because the updated OLE DB drivers in Windows 7 and 8 were not coded to support new driver functionality. (WFM-20545)
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 this release of Workforce Management Configuration Utility.
This release includes the following correction and modification:
WFM Configuration Utility Contract/Shift association types can now be changed and saved. Previously, changes could not be saved without having to refresh the information panel in the Assignment tabs. The suggested workaround for this issue is no longer required. (ER# 298536892)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Configuration Utility.
This release contains the following correction or modification:
WFM Multi-Site Activities properties view now opens faster, significantly reducing the retrieval time. Previously, it could take up to 2 minutes for the Multi-Site Activities properties view to open. (ER# 311884592)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Configuration Utility.
This release contains the following correction or modification:
Team objects are now correctly displayed under Sites after Objects security is updated for the user.
The relationship between User Security > Objects
and User Security > Security Roles > Modules > Notifications
is described below:
Team
object is unchecked in the Objects Tree) and the same Team is checked under any Notification option in the Modules Tree, a warning is displayed, indicating that Objects security will be synchronized between Objects and Modules. This means all unchecked Teams in the Objects Tree will be unchecked under all Notification options in the Modules Tree, and all checked Teams in the Objects Tree will be checked under all Notification options in Modules Tree.Team
object is checked in the Objects Tree), that Team
object remains unchecked under all Notification options in the Modules Tree. To enable the new Team to access the Notification functionality, select it manually in the Modules Tree.(ER# 304150668)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a generally available release for the Portuguese (Brazilian) market. This localization is based on Workforce Management Configuration Utility 8.1.100.07. Modifications to this software component in later software versions are not supported in this localized version.
For information about WFM localization, see Chapter 13 in the Workforce Management 8.1 Administrator's Guide.
There are no corrections or modifications in this release.
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 this release of Workforce Management Configuration Utility.
This release does not include corrections or modifications.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Configuration Utility.
This release includes the following correction:
Now, more than 15 Weekly Patterns can be added to a Rotating Pattern and any Weekly Pattern can be selected as the Agent's starting week. Previously, no more than 15 Weekly Patterns could be added. (ER# 306146462)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Configuration Utility.
This release includes the following correction:
WFM Configuration now loads Multi-Site Activities properties and saves the changes faster than previously. (ER# 295043211)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a generally available release for the Portuguese (Brazilian) market. This localization is based on Workforce Management Configuration Utility 8.1.000.30. Modifications to this software component in later software versions are not supported in this localized version.
This release contains no corrections or modifications.
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 and modification:
When trying to access Activities/<Activity name>
, the Configuration
Utility no longer generates the error message Parameter information cannot
be derived from SQL statements with sub-select queries
if the option
HideTerminatedAgents
is set to true
. (ER# 279475794)
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 Configuration Utility.
The WFM Configuration Utilility now reflects the new concept of overtime in WFM, in this way: the Overtime column in the Schedule Intra-day and in Weekly views now displays the total duration of a new overtime item, and the Overtime tab was removed from the Policies > Contracts > Contract properties dialog box. (ER# 254479339)
This release includes the following corrections and modifications that were made between Release 8.0 or earlier releases and the initial 8.1 release:
The correct error message now displays when a user attempts to delete a business unit that contains no sites, but does contain multi-site activities or activity groups. (ER# 240368392)
The correct error message now displays when a user attempts to delete a time zone that is in use by a site or a business unit, or if a user removes and adds a time zone in one action. (ER# 243373171)
When a shift items sequence is updated, that event is correctly reflected in the Configuration Audit Report as a "shift items sequence update action," not as a "delete and insert action." (ER# 243996680)
If changes to a rotating pattern cannot be saved, the user is informed and those changes are not lost. The user can attempt to save again, after fixing the problem that prevented it. (ER# 254059732)
When a new security role is assigned to a user in the security role properties interface, the Configuration Audit Report reports only about changed user security options, and not about deleted / inserted options. (ER# 254162258)
When the global settings option Allow all existing users to access new
Sites
is enabled and a new site is created under an existing business
unit, then access rights to the newly created site are granted automatically
to all users who have access rights to at least one site under that business
unit. (ER# 255028323)
Selecting objects in the objects tree no longer interferes with synchronization or normal operation of Configuration Utility. The object tree is refreshed after synchronization. (ER# 255283321)
When you move a site from a business unit, activites under that site are removed from activity groups that are not being moved. Also, a site cannot be unassigned; if you move a site from a business unit, you must assign it to another business unit. (ER# 260166951)
Changes (such as insert, update, delete) to activity groups are reflected in the Configuration Audit Report and are detected by WFM Server without requiring a restart. (ER# 268302105)
This section provides the latest information on known issues and recommendations associated with this product.
A site's business unit (BU) cannot be changed in the Configuration > Organization > Business Unit properties panel if at least one Activity under the affected site is still assigned to an Activity Group that belongs to the "old" BU.
Workaround: Before changing a site's BU, unassign all Activities from all Activities Groups that belong to the "old" BU.
(ER# 260166951)
Found In: 8.0.001.01 | Fixed In: 8.1.000.29 |
If you perform Synchronization with Configuration > Organization selected in the module tree and any object selected in the objects tree, WFM Configuration Utility may freeze and eventually close. (ER# 255283321)
Found In: 8.0.000.25 | Fixed In: 8.1.000.29 |
When you create a new site under a business unit (BU), users who do not have security rights to that BU but have access to at least one existing site under that BU, will not get automatic security access to the new site. (ER# 255028323)
Found In: 8.0.000.25 | Fixed In: 8.1.000.29 |
All changes that you make on the Overtime tab (in WFM Configuration Utility
on the Data pane when you select the Contracts module and a contract in the
Objects pane) are ignored. In WFM 8.0, you can configure overtime in the Policies
/ Marked Time module of WFM Web. (ER# 254479339)
Found In: 8.0.000.25 | Fixed In: |
A user loses all changes to Weekly Patterns if an attempt to save a Rotating Pattern fails due to valid reasons (for example, trying to save to a duplicate name). (ER# 254059732)
Found In: 8.0.000.25 | Fixed In: 8.1.000.29 |
WFM Configuration Utility (CU) will not delete a time zone if it is being used by a site or business unit configuration. Also, CU displays an error message if you remove and then add a time zone in one action. (ER# 243373171)
Found In: 8.0.000.25 | Fixed In: 8.1.000.29 |
When a user tries to delete a business unit that contains at least one site (that itself contains at least one activity), WFM Configuration Utility displays an incorrect error message, explaining that the deletion is refused because the business unit contains multi-site activities or activity groups. (ER# 240368392)
Found In: 8.0.000.25 | Fixed In: 8.1.000.29 |
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 items in this release of Workforce Management Configuration Utility.
Information in this section is included for international customers.
There are no internationalization issues in this release.
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 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 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.