Release Note

Contents

Introduction

This release note applies to all 8.1 releases of Workforce Management Server for the Italian market.

• 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 about 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 generally available release for the Italian market. This localization is based on Workforce Management Server 8.1.000.57. Modifications to this software component in later software versions are not supported in this localized version.

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

WFM Server now correctly uses the Distributed Actual Volume when aggregating values for levels that are higher than Activity, in the Performance views. (ER# 281354135)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. It uses the native Oracle OLE DB provider instead of the previously used Microsoft Oracle OLE DB provider, to resolve Oracle connectivity issues. This hot fix requires the following actions, in this order:

1. Only if your WFM installation uses an Oracle database: Install Oracle Client and Oracle OLE DB Provider (if not already installed). Oracle OLE DB Provider is a part of Oracle Data Access Components (ODAC) and can be obtained directly from Oracle.
      
   Note: Be certain to install the 64-bit Oracle client with 64-bit WFM Server and 64-bit WFM Data Aggregator and 32-bit Oracle client with 32-bit WFM Server and 32-bit WFM DA and 32-bit WFM Database Utility.
      
2. Install WFM Server 8.1.000.56, WFM Data Aggregator 8.1.000.15, and WFM Database Utility (DBU) 8.1.000.28 in any order.
      
   Note: Do not install 64-bit WFM Data Aggregator and WFM Server on the same machine as 32-bit WFM Database Utility, because they require different Oracle clients.
      
3. Run WFM Database Utility 8.1.000.28 first, to update the database before you start WFM Server and DA.

Corrections and Modifications

This release includes the following corrections and modifications:

The WFM API method WFMScheduleService712Soap.insertState no longer fails when used against v8.1.x WFM Server. (ER# 281425345)

This release replaces the currently used Microsoft Oracle OLE DB provider with the native Oracle OLE DB provider, to resolve Oracle connectivity issues. (ER# 280510773)

WFM Server no longer stops responding while a user is working with schedule scenarios that contain profile agents. (ER# 280644271)

The Scheduled Queue and related statistics are now calculated correctly, for systems using Oracle and DB2 databases. (ER# 277493608)

Using non-default schedule coverage split options no longer triggers a database error when adding a new deferred activity to the list of schedule scenario activities. (ER# 277829990)

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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 8.1 release of Workforce Management Server.

• This release of WFM Server contains changes to support new functionality in Workforce Management 8.1.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 8.0 or earlier releases and the initial 8.1 release:

WFM Server now correctly checks the limit percentage for multi-site activities (MSAs) when requesting time off for a multi-skilled agent, if the MSA contains activities from fewer sites than the rest of the MSAs which have assigned agent activities. (ER# 268643324)

Committing pending schedule changes now does not mark that schedule as modified. (ER# 271138535)

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Known Issues and Recommendations

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

If you use non-default schedule coverage split options, then adding a new deferred activity to the list of schedule scenario activities will fail with database error, triggered by one or both of these options: ScheduleService > SplitMS = true and ScheduleService > SplitMode = 2. (ER# 277829990)

The Scheduled Queue and related statistics might be calculated incorrectly for schedule scenarios because the Scheduled Queue of the previous day is incorrectly taken from the Master Schedule, instead of the schedule scenario. The issue applies to Oracle and DB2 databases, but not to MSSQL. (ER# 277493608)

When no interaction volume or agents are present, WFM Server returns a 100% Service Level for a deferred activity during the service time period. (ER# 277000622, 277712398)

WFM Server will not consider rotating patterns during a forecasted volume split if the Consider Calendar Items option is cleared. (ER# 276022082)

When agent can work overnight, s/he appears as available for both days. When Day Off possible rules are applied to available agents, the algorithm will look for the possible day off on that calendar date, so it is possible that the overnight portion may produce different limit values than those for the previous day. (ER# 270572439)

A timeout may occur when you insert a shift with shift items into the Intra-day view, under these conditions:

• More that five shift items are configured for the shift.
• Breaks and/or meals have a one-minute start step.
• There are no configured shift item sequences.

Workaround: Add one or more shift item sequences. (ER# 276985104)

The user interface checkbox value Prevent requests that are more than (whether selected or cleared) is not represented in the Configuration Audit Report. (ER# 242640969)

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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 known discontinued features in this release of WFM Server.

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Internationalization

Information in this section is included for international customers.

There are no known internationalization issues in this release.

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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 8.1 Administrator's Guide introduces the product, presents its architecture, offers deployment-planning recommendations and considerations, explains how to configure and install the WFM 8.1 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 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 to track Agent real-time adherence and contact center performance. WFM Web for Supervisors also contains the WFM reporting functions.

• Workforce Management 8.1 Web for Agents Help explains how to use the Agents web interface to check agent schedules, request time off and working hours, adjust other preferences, and make schedule trades with other Agents.

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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