| Release Number | AIX | HP-UX | Linux | Solaris | Tru64 UNIX | Windows |
|---|---|---|---|---|---|---|
| 7.6.000.15_CHS — General | X | |||||
| 7.6.000.15 [02/15/08] — General | X |
This release note applies to all 7.6 releases of Workforce Management Server for the Chinese (Simplified) market.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For specific information on any third-party software used in this product, see the Read Me.
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 generally available release for the Chinese (Simplified) market. This localization is based on Workforce Management Server 7.6.000.15. 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. 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 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: |
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: |
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 the initial 7.6 release of Workforce Management Server.
Information in this section is included for international customers.
There are no internationalization issues in the initial 7.6 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 Deployment 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.