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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 (WFM) Server.
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
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
When Time Off requests are transferred to the Master Schedule from the Calendar by using the Update Schedule button and the CalendarOverScheduleData option is enabled, WFM Server now correctly calculates the actual number of Time Off requests and no longer displays a warning message. Previously in this scenario, Time Off requests that were transferred were counted twice and the following warning message appeared: "Warning: The Time Off cannot be requested. The Time-Off limit for Activity <activity name> has already been reached." (ER# 324099705)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
WFM Server now uses the InsertAgentState Application Programming Interface (API) function to insert Break and Meal states into the schedule. Previously, WFM Server was not inserting these states into the schedule.
(ER# 313542217)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
Workforce Management (WFM) Server now rejects Full Day Time Off requests that exceed the time-off limit and if Meals that are assigned to the agent�s Contract Shift are in the wrong order. Previously, WFM Server incorrectly calculated Time Off start and end times when these shifts persisted in the configuration. (ER# 310645188)
WFM Server now correctly accesses Multi-Site Activity historical data when using Volumes Build Wizard with Expert Average or Universal Modeling engines. Previously, WFM Server provided incorrect historical Data start and end dates or displayed a "No historical Interaction Volumes data are available" message, even if the data was available. (ER# 311056330)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
The list of Schedule trades now loads quickly, even in environments where the WFM database contains a huge Schedule. Previously, in certain environments, it could take up to seven minutes or more to load this data. (ER# 301765991)
WFM Server now looks for only the first and last record dates in the historical data that is presented in the Forecast Build wizard. Previously, WFM Server would also check historical data records for values that were more than 0 (zero), which took a significant amount of time to process. (ER# 303919701)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction and modification:
The Schedule Intra-Day Rebuild Wizard now loads the Available Agents list without delays. Previously, the wizard would take a long time to load the list and would sometimes even timeout, if there were a large number of schedules in the database. (ER# 300464452)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The submit date and time of an availability item in the Calendar is now saved in the GMT time zone, which corrects a problem that occurred when a database server and client computer were in difference time zones. (ER# 296844764)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
WFM Server now retrieves the correct number of agents in the Time Off view, when a multi-site activity time-off limit percentage is used, and the time-off limit indicators are shown to an agent. Previously, time-off limits were listed as not available, even if the time-off request was accepted. (ER# 281864733)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
When requesting time off for a multi-skilled agent, WFM Server now correctly checks the multi-site activity percentage limit and does not issue a false warning that the agent's time-off limits were reached or violated. (ER# 269548411, 271119341)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Now, Real Time Adherence always shows up-to-date information. Previously, it could sometimes show old schedule state information when the Load Balancing environment was used. (ER# 263678049)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Newly created schedules are no longer incorrectly marked as modified. (ER# 264186757)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Performing an intra-day rebuild now correctly changes the status of a granted
part-day exception to Scheduled. Previously, you needed to restart
WFM Server to correct the status. (ER# 263220287)
The Call Center Performance Report for activity coverage now shows the correct
coverage for the 43rd day in the report. Previously, when the report period
was longer than 6 weeks and the ScheduleService option SplitMS
was set to y/1/true, coverage for the 43rd day was incorrectly
shown as zero. (ER# 262451736)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
WFM Server no longer terminates unexpectedly. Previously, WFM Server could occasionally become unstable and even terminate some time later after using Meeting Scheduler in WFM Web. (ER# 261819237)
WFM Server now correctly updates the configuration of notification parameters, when operating in a load balancing environment. (ER# 260977917)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following correction:
The Schedule Marked Time report no longer contains incorrect paid hours for some days. (ER# 259265307)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
Now, inserting multiple overnight shifts in the Agent-Extended view no longer produces an internal server error. (ER# 257665929)
This release corrects the problem of authentication not being processed after a timeout request. (ER# 256400216)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
This release optimizes schedule coverage split calculation; WFM Server now uses less memory but maintains its improved performance. (ER# 253577344)
WFM Server now correctly identifies non time-off days before a batch request of time-off days. Previously, Server did not do this if there was a gap between existing days off and the first item in the time-off batch request. (ER# 253751233)
Now WFM Server correctly loads unpaid shift items while estimating the earliest Shift end to be presented to the user. Previously, Server took in account only the shift's paid duration. (ER# 253187131)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
WFM Server now optimizes requests to find historical data start and end dates, consuming fewer resources. (ER# 250457965)
WFM Server now optimizes the schedule coverage split calculation, speeding up the schedule saving process when the configuration contains a large number of activities. (ER# 247656281)
WFM Server now optimizes the processing of long-period Time Off limits requests, consuming fewer resources. (ER# 247828533)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
With this release, WFM Server correctly loads actual agents with time off when checking Multi-site Activity (MSA) time-off limits. Previously, in configurations where agent activities were assigned to multiple MSAs, time-off limit functionality correctly worked for one MSA only. (ER# 247300241)
With this release, WFM Server now correctly resolves the status of a preferred shift when one of the shift's meals overlaps a granted part-day exception that is configured to allow breaks and meals. Previously in this situation, WFM Server incorrectly declined the shift. (ER# 246719787)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
With this release, WFM Server correctly releases memory allocated for every open socket after completing request handling. Previously, this memory was not released for the lifetime of socket. (ER# 242209051)
This release addresses slow performance issues with Oracle databases, by adding an index hint to some database queries. Previously, such queries would sometimes limit performance because Oracle Optimizer did not always use the correct index. (ER# 243738776)
With this release, WFM Server correctly returns agent calendar item information from a former agent site, when the agent was moved to another site but still has calendar items under the old site. (ER# 242361355)
With this release, the WFM Server load balancing mechanism correctly directs new sessions to the server with the least open sessions, even when balanced nodes have different amounts of memory installed and available. Previously, WFM Server ignored the session count and directed all sessions to the node with the most memory available. (ER# 242611336)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
With this release, an agent swap no longer changes a scenario's status to
New. (ER# 237795497)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. No new features were introduced in this release of Workforce Management Server.
This release includes the following corrections and modifications:
With this release, changes to the open hours of an activity no longer affect the Historical Adherence report. (ER# 228905127)
With this release, an agent can enter a time-off item for the current date. Previously, an agent could only make requests for future dates. (ER# 228901340)
With this release, the calendar service now correctly resolves the status of a part-day exception that was entered into the calendar after the exception had been scheduled. (ER# 228417653)
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 or functionality:
DetermineFullDayTimeOffStartEndPaidHours
is set to true. When a rotating day off is present, the Time
Off will have no impact on the time-off limits and balance for that date.
(ER# 227938011)
CalendarOverScheduleData is turned on. This
option is configurable in Configuration Manager:00, 1, 20 — Disables the resolution functionality (default value).
1 — Enables resolution between granted calendar time-off
items and overlapping schedule data. 2 — Adds resolution of preferred time-off items to option
1 functionality. This release includes the following corrections and modifications:
With this release, WFM Server correctly resolves the status of a part-day exception that was scheduled and then entered into the Calendar. Previously, the Calendar module would not recognize the exception as scheduled. (ER# 228417653)
With this release, WFM Server no longer incorrectly loads data for agents under these conditions:
(ER# 226522784)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. No new features were introduced in this release of Workforce Management Server.
This release includes the following corrections and modifications:
Workforce Management (WFM) Server now allows a user to recall different types of time off simultaneously, if the time-off rules of those types are configured without restrictions. (ER# 219671791)
WFM Server now correctly interprets schedule data for overnight Time Offs when trying to determine the start and end time for a Time Off. (ER# 219679599)
WFM Server now checks the previous day Calendar item for conflicts with a full-day Time Off while determining full-day time-off start and end times. (ER# 219679307)
WFM Server no longer incorrectly consults rules that are used for validating time-off balances when determining paid hours for a full-day Time Off, if the agent with the Time Off has an accrual rule configured and assigned. (ER# 218720718)
WFM Server now correctly presents agent availability when consecutive overnight availability has been configured. (ER# 220072245)
With this release, the several total values
are now correctly calculated based on the 24 selection in the WFM
Web GUI. Previously, the total was always arbitrarily calculated for a 24-hour
period. These values are:
(ER#s 221825311, 221825325, 221825363, 221825391, 221825405, 221825419)
WFM Server now displays a full-day Time Off
with the start and end times correctly, even when the time off duration is resolved
to 0 (zero). (ER# 221685512)
With this release, WFM Server no longers displays an incorrect message about the time-off type when an agent requests different preferences in the Preferences View. (ER# 220321237)
WFM Server now correctly interprets scheduled full-day time-off start and end times, and checks them against time-off limits. (ER# 218878469)
In rare cases when a schedule date has an overnight Time Off which starts after Midnight on the next day, and an agent has this Time Off in his Calendar too, the Agent Time Off view no longer incorrectly displays two items when you are editing the Time Off. (ER# 222052666)
With this release, WFM Server now correctly compares determined start and end times against Time Off limits. (ER# 219058159)
The Schedule States report no longer reports exception states that are assigned to a non-exception group as general exceptions. (ER# 191375081)
The Calendar service no longer incorrectly counts a scheduled part-day exception as a time-off type in Web Agent. (ER# 191567517)
Schedule updates are now instantly visible to all clients. Previously, schedule updates were sometimes delayed for some clients when using a multiple-server configuration for load balancing. (ER# 192121899)
The activity coverage is now correctly updated
for meals and breaks, when a user selects the Automatically Insert Meals
and Breaks option while inserting multiple shifts. (ER# 202441247)
WFM Server now accepts the CfgServerRequestTimeout client application
option value when connecting to Configuration Server. Previously, WFM Server
always used the default timeout value (10 seconds).
However, Genesys advises that increasing the value of CfgServerRequestTimeout
may adversely affect WFM Server responsiveness.To speed up Configuration Server
response efficiently, install a Configuration Server proxy that is dedicated
to the WFM solution. (ER# 219229708)
While calculating the total AHT value (Forecasted and Actual), WFM Server now looks at the requested period instead of an entire 24 hour period. (ER# 218950763)
WFM Server now correctly calculates Multi-site Activity data in the Performance view when the current time zone is different from the selected site's time zone in the agent view. (ER# 196969431)
WFM Server now accurately counts the total number of agents at the site level while checking Time Off limits. Previously, the user's security settings prevented an accurate count. (ER# 194844870)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
With this release, WFM Server provides a method for saving historical data as an overlap template for specified dates that are different from dates which were used to retrieve historical data. (ER# 211642220)
WFM Server now correctly passes the service time parameter to the Staffing Library, when forecasted staffing is built using a service level objective. WFM Server now also retrieves the correct service time parameter and uses it to correctly calculate the achieved service objectives. (ER# 212050107)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
With this release, the Schedule States Report for a selected exception state group no longer shows the state of an exception type in the report when that exception type was assigned to a different state group. (ER# 211813362)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
WFM Server now checks time-off limits correctly when a time-off item is granted, regardless of any associated waiting list option. Previously, a granted time-off item with a waiting list option switched on was not checked against the time-off limit, and no message appeared when that limit was violated. (ER# 208089443)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
The Calendar service now displays seconds in the submitted date and time of a calendar item. (ER# 191746103)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix for this product. This release does not contain new features or functionality.
This release includes the following corrections and modifications:
When splitting forecast data, WFM Server now correctly calculates the time for Activities which are in different time zones. (ER# 181522457)
WFM Server now applies Activity open hours correctly. Previously, when WFM Server applied Activity open hours they were incorrectly shifted forward one day, which, for example, would cause Monday not to be split because it was using Sunday's open hours. (ER# 181798896)
Supported Operating Systems
New in This Release
Corrections and Modifications
There are no restrictions for this release. No new features were introduced in this release of Workforce Management Server.
This release includes the following corrections and modifications that were made between Release 7.5 or earlier releases and the initial 7.6 release:
Now when you change a Forecast event in the Forecast Wizard, the newly entered values are used. Otherwise, the Forecast event attributes which are configured in the WFM Config Utility are used. (ER# 53299685)
To prevent overloading of WFM Server and the resources of the computer where
WFM Server is installed, a new WFM Server application option (MaxActivityDays)
has been added. Use Configuration Manager to add and edit this option on the
Options tab > PerformanceService section. (You
may need to create the PerformanceService section first.)
MaxActivityDays
Type: Optional
Default Value: 25,000
Valid Value: Any positive integer
Dependencies: None
This option controls the maximum cost of performance-related and forecast-related data that can be returned by WFM Server. It prevents very large requests from overloading WFM Server. The value represents Activity Days. For example, a request for 50 activities over a 31-day period would require 1550 Activity Days.
If the request requirement exceeds the MaxActivityDays limit,
then the server returns this message:
Specified date range is too long for selected target. Please select different
target or a shorter date range.
The default value is based on a typical customer configuration. You may need to adjust it, depending on your installed hardware, user work pattern, or if the server is too slow or short of memory when handling certain requests. (ER# 66030496)
The Calendar Item submit date is recorded when a new Calendar Item is added to the database, and the date can never be modified. To view changes to the Calendar Item (and dates when they occurred), build the Calendar Audit report. (ER# 72106456)
The WFM Server Calendar service now performs batch saving requests of Calendar Items faster. (ER# 96263637)
The Calendar service now correctly passes multiple item changes to the Time Off balance verification method. The Time Off balance is checked correctly. (ER# 128004401)
The overnight Headcount is now displayed correctly for overnight shifts (beginning
after midnight) in the Master Schedule Summary > Headcount [Scheduled]
view and in the Contact Center Performance Report. (ER# 129033535)
The WFM Server Performance service correctly displays the Coverage (number
of Agents) Actual value in the Performance > Monitor
view for a Multi-site Activity, when child Activities are in different time
zones. (ER# 135226454)
An Unspecified Error message no longer appears as the result
of a WFM Server Internal Error. (ER# 137771951, 166895177)
While building a Forecast, the WFM Server's database operations module no longer generates a database error by passing an incorrect parameter value. (ER# 137771985, 167315073)
The Expert Average Engine now correctly calculates daily values when one of the working days has much lower or higher values than other days. (ER# 146070174)
WFM Server performance while generating Audit reports on Oracle platform is greatly improved. (ER# 147017978)
If Activities cannot cover the entire duration of a shift (because of open hours or because the shift was extended past midnight), an attempt to insert the shift in the Intra-day Schedule no longer fails with an internal error. (ER# 147117384)
You can now use the WFM API to change an Agent site assignment. Previously, changing an Agent site assignment failed with a database error on the server side. (ER# 149392372)
Scheduled service objectives at the Business Unit (BU) level are now a weighted average of the scheduled service objectives at the Multi-Site Activity (MSA) level. Previously, the total at the BU level could be higher than the total at the MSA level, because the BU total reflected timesteps where scheduled agents were present but no Interaction Volume (IV) was forecast. The new calculations for scheduled service objectives at the BU level are based on an MSA "calculation branch," but the calculations take account of schedules from that BU only. (ER# 151560378)
Trading of two agent schedules no longer results in removal of the schedules for both agents. Previously, this sometimes happened under certain specific conditions. (ER# 154022183)
When a user modifies the schedule in the Intra-day Schedule view, WFM Server
now always checks the minimum duration between the end of the day and
start of next working day constraint and issues a warning if needed.
(ER# 154022226)
The WFM Server Calendar service now updates the edited calendar item ID in the audit record correctly when an Agent modifies an availability item by using an Availability Pattern. (ER# 160180429)
The WFM Server Calendar service now correctly handles the conflict between a Part-day item (an Exception or a Time Off item) and compatible Working Hours when no compatible Shift configuration is available. Previously in this situation, the Calendar service declined the Part-day item. (ER# 164828745)
When requesting multiple time-off days, an Agent can no longer have a negative time-off balance. (ER# 168309093)
This section provides the latest information on known issues and recommendations associated with this product.
The correction that is described in ER# 243738776 requires a workaround
to maintain correct functionality with Microsoft SQL databases. Use Configuration
Manager to edit the WFM Server application. Create a Hints section and inside
it, create the option wm_cfg_timestamp = <whitespace> (a
single space). Then restart WFM Server. (ER# 244293291)
| Found In: 7.6.101.10 | Fixed In: |
WFM Server returns the incorrect shift end time when a shift is entered and
an unpaid item already exists for that date; a condition that violates the shift
configuration, in this case the latest end time setting. Workaround:
create a more flexible shift configuration, or conditions that do not violate
it. (ER# 230425816)
| Found In: 7.6.101.06 | Fixed In: |
When you enter a paid, full-day time-off instance into a schedule, if you specify
start and end times but do not specify paid hours, then paid hours are set equal
to the instance's duration (the end time minus the start time), regardless of
the the option DetermineFullDayTimeOffStartEndPaidHours. (ER# 229564473)
| Found In: 7.6.101.05 | Fixed In: |
When the DetermineFullDayTimeOffStartEndPaidHours option is set
to true, the server incorrectly converts an unpaid full-day time
off item without start and end values to an unpaid item with determined values.
The item is incorrectly converted to a paid time off. (ER# 228653331)
| Found In: 7.6.101.04 | Fixed In: 7.6.101.05 |
An time-off instance is not counted toward time-off limits (even though it is marked to do so) if its time-off type is assigned to a time-off rule with paid hours set to zero. (ER# 228086423)
| Found In: 7.6.101.02 | Fixed In: |
If the available historical data is less than the duration of the overlay, then any attempt to calculate that overlay will return empty or incorrect data. (ER# 224894841)
| Found In: 7.6.100.44 | Fixed In: |
When all the events being redistributed are historical, performing a redistribution has no impact on the forecast. This may be contrary to a user's expectations. (ER# 214326981)
| Found In: 7.6.100.26 | Fixed In: |
When you initiate a search for historical anomalies in the Find Event dialog
box, WFM incorrectly searches all events with the parameter Disregard
Historical Data selected that also have been configured for an activity.
(ER# 214240605)
| Found In: 7.6.100.26 | Fixed In: |
When two consecutive full-day Exceptions each start before and end after midnight, the Calendar service incorrectly declines one of them. (ER# 175691411)
| Found In: 7.6.000.18 | Fixed In: 7.6.100.01 |
The Force Maximum Preferences option in the Schedule build Wizard
(not selected by default) does not work if the Master Schedule is already published
for the dates and agents in the selected schedule scenario. (ER# 176024166)
| Found In: 7.6.000.15 | Fixed In: 7.6.001.01 |
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 Server.
Information in this section is included for international customers.
There are no internationalization issues in this release of Workforce Management Server.
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 accrual 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.