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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 Data Aggregator.

• 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 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 includes the following correction:

The backup Data Aggregator no longer terminates when the first timestep of the day is being written into the database. (ER# 263315073)

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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 includes the following correction:

This release corrects the problem of a possible termination of the backup Data Aggregator after the first timestep of the day. (ER# 253577366)

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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 includes the following correction:

This release addresses a possible termination of the backup Data Aggregator (DA) in the rare case when the backup DA receives information about more agents than the primary DA. An additional logging option allows Data Aggregator to log how a statistic's records are being stored in the database. Use Configuration Manager to create this new option in the Log section of the Data Aggregator application:

x-DbWriterTrace
Type: Optional
Default Value: false
Valid Values: true or false
Dependencies: None

When you create the option, set it to true. (ER# 231086017)

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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 includes the following correction:

With this release, synchronization preserves all agent skills. Previously, some skills were sometimes incorrectly removed from the database during synchronization. (ER# 228529474)

With this release, WFM Data Aggregator correctly switches to the backup StatServer when the primary StatServer shuts down. (ER# 227540271)

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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 includes the following correction:

With this release, WFM Data Aggregator in backup mode no longer terminates with the error FATAL: DB Writer thread terminated due to GPF exception. (ER# 217167775)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. No new features were introduced in this release of Workforce Management Data Aggregator.

Corrections and Modifications

This release also includes the following corrections and modifications:

WFM Data Aggregator now correctly handles short-abandoned Average Handing Time (AHT). Previously, Data Aggregator did not update AHT in previous timesteps. (ER# 221130594)

Now you do not need to restart WFM Data Aggregator for your change to the option Assign agents if logins are to this site only in Configuration Manager to take effect. Previously, Data Aggregator did not reinitialize properly without a restart. (ER# 221042351)

The new option AcceptZeroSkillLevel allows WFM Data Aggregator to set an agent skill level to 0. Use Configuration Manager to configure this option:

Options Tab Settings for WFM Data Aggregator
Options section
. . .
AcceptZeroSkillLevel
Type: Optional
Default Value: None
Valid Value: true or false
Dependencies: None
Set to true to enable WFM Data Aggregator's ability to set an agent skill level to 0.
Set to false to disable WFM Data Aggregator's ability to set an agent skill level to 0.

(ER# 178236969)

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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 includes the following correction:

With this release, a security scan no longer consumes excessive CPU time. Previously, the security scanning software's attempts to communicate with Data Aggregator caused this issue. (ER# 199592862)

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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 includes the following correction:

With this release, switching the backup Data Aggregator to primary mode does not trigger a massive database update. It updates only the previous 24 hours of performance records. Previously, database connection problems in this situation could sometimes trigger an update of more than one day's data. (ER# 176169840)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. There are no restrictions for this release. No new features were introduced in this release of Workforce Management Data Aggregator.

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:

With this release, switching the backup Data Aggregator to primary mode does not trigger a massive database update. Previously, database connection problems in this situation could sometimes trigger an update of more than a day's data. (ER# 72123850, 176169840)

Agents are no longer removed from a site in WFM when you add multiple logins in Configuration Manager. (ER# 144369223)

Data Aggregator no longer terminates due to a General Protection Fault exception during an unspecified communication error with WFM Server. (ER# 123456546)

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Known Issues and Recommendations

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

There are no Known Issues or Recommendations in this release of Workforce Management Data Aggregator.

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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 Data Aggregator.

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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 Data Aggregator.

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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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