Release Note

Workforce Management Web

7.6.x

Genesys Telecommunications Laboratories, Inc. © 2008–2009

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
7.6.100.54_ITA — General X     X   X
7.6.100.54 [07/17/09] — General X     X   X
7.6.100.48 [05/08/09] — Hot Fix X     X   X
7.6.100.47 [04/10/09] — General X     X   X
7.6.000.25 [01/12/09] — Hot Fix X     X   X
7.6.000.24 [11/07/08] — Hot Fix X     X   X
7.6.000.23 [07/16/08] — Hot Fix X     X   X
7.6.000.20 [06/06/08] — Hot Fix X     X   X
7.6.000.19 [04/16/08] — Hot Fix X     X   X
7.6.000.18_ITA — General X     X   X
7.6.000.18 [02/15/08] — General X     X   X

Link to 7.5 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

This release note applies to all 7.6 releases of Workforce Management Web for the Italian market.

Use of Third-Party Software

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.


Release Number 7.6.100.54_ITA — General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a generally available release for the Italian market. This localization is based on Workforce Management Server 7.6.100.54. Modifications to this software component in later software versions are not supported in this localized version.

This release does not contain new features or functionality.

Corrections and Modifications

This release does not include corrections or modifications.

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Release Number 7.6.100.54 [07/17/09] — General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in this release of Workforce Management Web.


This release of Workforce Manager Web does not include any new features.


Corrections and Modifications

This release also includes the following corrections and modifications:


With this release, the Next Day option is fully enabled in the meeting scheduler. (ER# 229986097)


With this release, WFM Web no longer adds an unexpected comma to several final records in the Contact Center Performance report, when you generate that report using the the .csv-friendly option and intraday, 15-minute granularity. (ER# 229119395)


With this release, WFM Web correctly calculates the paid hours in a shift, when a user modifies that shift by adding, editing or deleting:

(ER# 228213176, 229092636)


With this release, you can generate a Weekly Schedule report for date ranges longer than 6 weeks. (ER# 227595192)


With this release, when you build a schedule with multiple build iterations, the "Stop and Save" functionality works as expected—the schedule is saved. (ER# 226971891)


With this release, WFM Web correctly displays an error or warning message in the Insert Multiple Dialogs wizard if the checkbox Insert only if there are no errors or warnings was cleared and an action would have generated an error. (ER# 228353985)


With this release, the Weekly Schedule report includes the correct name(s) of time-off instance(s), instead of the incorrect term Exception. (ER# 228353977)


With this release, all report tasks and generated reports are presented correctly, even if created by now-deleted users. Previously, if the user who created at least one report task was later deleted, and another user checked the option Show All in generated reports or scheduled report task views, views would not be usable and WFM Web would display an error message. (ER# 228353961)


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Release Number 7.6.100.48 [05/08/09] — Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 also includes the following correction:


With this release, the Schedule States report correctly calculates duration and paid time totals for schedules that contain three or more overlapping activities. (ER# 225881831)


With this release, the Schedule States report no longer generates an error when it includes agents who have an overnight schedule on the day before the report's start date. (ER# 225628176)


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Release Number 7.6.100.47 [04/10/09] — General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6.1 release of Workforce Management Web.

Corrections and Modifications

This release also includes the following corrections and modifications:


With this release, if the WFM Web option AllowEnterFullDayStartEnd is set to false and AllowEnterPaidTime is set to true, and an agent edited a previously entered time off with the start and end times specified, the edited time off is correctly saved with its original start end time. (ER# 221526173)


With this release, the correct duration appears in the Schedule State Totals report if the report includes unpaid part-day time off or an exception. (ER# 223015010)


With this release, a Time Zone field is added to the Reports Scheduler view, while you are creating or editing a report task. The field allows you to specify time-zone information that is used for determining scheduled report task run time. Also, you can specify the local time zone to be used on computers running WFM components, for customers who work in only one time zone and do not enter it anywhere. (ER# 220926987)


With this release, if you select a team that contains only one agent while generating the Agent States Report, that agent correctly appears in the report. (ER# 222905561)


With this release, incorrect error messages no longer appear while a user is navigating between different days in the Schedule Intra-day view. (ER# 220260721)


With this release, editing time-off limits in the Calendar Time Off Limits view and then switching to another view would no longer generates an error message. (ER# 219851974)


With this release, the Schedule States Report no longer displays an incorrect value in the Total Duration field if the report contains a full-day Time Off or an exception with no start or end specified. (ER# 222697898)


With this release, only non-adherent states appear in the Agent Adherence Report. Previously, adherent states would also appear. (ER# 222761480)


With this release, the Reports Scheduler view columns Schedule and Next run no longer display incorrect times in certain situations. (ER# 218570031)


With this release, an agent no longer receives an error message while trying to recall an overnight time off item. (ER# 222052952)


This release corrects a problem that occurred in the Supervisor's calendar while a user was inserting calendar items. If the user selected several sites and if the agent count teams in one of the teams was None, then WFM Web would incorrectly insert calendar items for agents in other teams with the same agent count of None. With this release, WFM Web no longer makes those incorrect insertions. (ER# 222266735)


WFM Web now correctly displays the Lead Time (Weeks) value for an Agent who has been assigned the Automatic Approval a Minimum of X Weeks in Advance option for time-off rule in Configuration Utility. (ER# 197158208)


The following reports were all corrected to address incorrect time-zone handling issues, which previously caused data to be reported for different dates from those expected or displayed incorrectly matching results for different granularities of the same report: Adherence Totals, Schedule Marked Time Totals, Schedule Summary, Schedule State Totals, all reports from the Performance Reports Group, and all reports from the Forecast Reports Group. (ER# 193495163, 211574061, 213077444, 213469596)


A Calendar Item Report that is generated with the option csv friendly report selected and then exported to csv, now does not contain duplicate rows of data. (ER# 191106579)


WFM Web now displays seconds in the submit time of calendar items in a supervisor's calendar items view. (ER# 189031827)


With this release, the Weekly Schedule Report correctly presents data when the planning period being used to create the report has these characteristics:

(ER# 191807112)


With this release, the Schedule Audit report uses correct time-zone information for data retrieval and presentation. Now, dates and times appear as the user expects. (ER# 188376113)


With this release, WFM Web no longer freezes while displaying a certificate warning message, which could happen previously when a supervisor with only Reports module permission logged in for the first time. (ER# 194869389)


An Agent Adherence Report that is generated with the option csv friendly report selected and then exported to csv, now does not contain duplicate rows of data. (ER# 211232253)


An Contact Centre Performance Report that is generated with the option csv friendly report selected and then exported to csv, now does not contain duplicate rows of data. (ER# 216692901)


The Schedule State Groups Totals view now displays correct numbers after removing one agent. (ER# 217647425)


With this release, WFM Web for Agents displays locale-correct dates and times. (ER# 220747326)


An Agents State that is generated with the option csv friendly report selected and then exported to csv, now does not contain duplicate rows of data. (ER# 219672016)


The Adherence Totals Report now functions correctly for users with limited access permissions to sites. (ER# 211812873)


The list of Agents inside the Insert Multiple wizard is now sorted correctly. (ER# 203803759)


In the Agent's Time Off view, the default selection in the list of available time-off types is the first item that the Agent can use. (ER# 209878700)


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Release Number 7.6.000.25 [01/12/09] — Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 also includes the following corrections and modifications:


This release updates the WFM Web supervisor part components with current certificates; when supervisors log in, they will not see messages that certificates have expired or contain errors. (ER# 216977148)


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Release Number 7.6.000.24 [07/16/08] — Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 also includes the following corrections and modifications:


With this release, users can specify the target date range for an Overlap template while saving historical data as as template. (ER# 210894067)


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Release Number 7.6.000.23 [07/16/08] — Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 also includes the following corrections and modifications:


This release corrects an issue that made it impossible to accept or decline the response to a trade proposal if the user specified a double handshake while creating the proposal. (ER# 195916468)


The supervisor's Calendar Items view now displays seconds in the submitted date and time of a calendar item. (ER# 191364367)


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Release Number 7.6.000.20 [06/06/08] — Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 also includes the following corrections and modifications:


This release improves the accessibility of the WFM Web Agent interface in these ways:

 WFM Web Agent Interface 
 GUI Element 
 JAWS Announcement 
All views
Cancel
"cancel"
All views
Help
"help"
All views
OK
"okay"
Schedule view
<<
"previous"
Schedule view
>>
"next"
Trading view
Comment
"comment"
Trading view
Submit
"submit"
Preferences view
Edit Weekly
the corresponding date
Preferences view
Comment
"comment"
Preferences view
Submit
"submit"
Time Off view
New
"new"
Time Off view
Edit
"edit"
Time Off view
Delete
"delete"

(ER# 181804571)


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Release Number 7.6.000.19 [04/16/08] — Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

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 also includes the following corrections and modifications:


In the Agent's Edit Preferences view, all valid values for the end times of a shift are now available for selection. Previously, some of the valid values for the end time of a shift were not available if the shift's start step value was not 15 minutes in certain shift configurations. (ER# 179479383)


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Release Number 7.6.000.18_ITA — General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

This is a generally available release for the Italian market. This localization is based on Workforce Management Web 7.6.000.18. Modifications to this software component in later software versions are not supported in this localized version.

Corrections and Modifications

This release does not contain corrections or modifications.

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Release Number 7.6.000.18 [02/15/08] — General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 7.6 release of Workforce Management Web.

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:


WFM Web now displays a negative time-off balance correctly (as a negative number) in the Time Off Balance report. Previously, a negative balance was displayed as a zero. (ER# 134553414)


In the Schedule Weekly view, on the same week that an Agent has at least one vacation day, all other time-off items are no longer incorrectly displayed as vacation days too. (ER# 138103524)


Running the Actual Overhead Report for different date periods no longer gives different % Working and Non Working Exception values for the same single week. (ER# 143461781)


By default, WFM Web sends multiple cookies as separate lines in http request headers when performing communications between the browser and server parts, or between separate server parts if the reports were run on separate WFM Web servers.

The correction requires client action for some third party products such as balance loaders, which fail to correctly process the http headers described earlier. To remedy this situation, add the key UseSingleCookieHeader under the Client section, Options tab and set it to True. This setting causes WFM Web to send cookies in one line. (ER# 148348791)


Filtering by time-off items in the Calendar Items view now functions correctly; unselected time off types no longer show up in the returned Calendar Items list. Previously, all time-off items were presented regardless of the filter selection. (ER# 150249293)


Agent Adherence reports no longer display a blank instead of the No Activity fixed state. (ER# 155433966)


Two problems that appeared in the Insert Multiple wizard if it was summoned from the Agent-Extended view, have been corrected:

(ER# 161284935)


In the Availability Patterns view, an Agent can now specify no preference for availability for a specific weekday. To specify no preference for availability, give Start Time and End Time the same value. To specify no preference at all, leave Start Time and End Time empty for any day in the Availability Pattern. (ER# 161419486)


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Known Issues and Recommendations

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


In the Details section of the Agent Preference view, the paid hours of the calendar item may not be shown if the start time, end time, and paid hours were not entered by a user, but instead were determined by the system. (ER# 230418705)

Found In:  7.6.100.54 Fixed In: 

On the Weekly Preferences page, a Rotating Pattern is represented correctly in the textual portion but not in the graphical portion of the page. (ER# 230353650)

Found In:  7.6.100.54 Fixed In: 

Page 146 of the WFM Administrator's Guide incorrectly lists all as the default value for the WFM Web / Log option verbose. The default value should be standard. (ER# 221204431)

Found In:  7.6.100.41 Fixed In: 

If a time-off rule has the flag Do not validate time off request against time off balance set, then this time-off rule is also not used for determining full day time-off paid hours. Standard contract hours are used for the corresponding time-off instead. (ER# 218720718)

Found In:  7.6.000.34 Fixed In:  7.6.100.40

In the Schedule Intra-day and Agent-extended views, Marked Time that starts and ends after midnight for the current day shift is incorrectly displayed in the Agent day schedule details, below the schedules: these values do not show a plus (+) before the start and end dates, which indicates the next day. (ER# 174111523)

Found In:  7.6.000.18 Fixed In:  7.6.100.00

In the Time Off Report, a negative balance for time off is incorrectly shown as zero. Workaround: to view the correct negative balance for time offs, use the Time Off Balance Report instead. (ER# 174152472)

Found In:  7.6.000.18 Fixed In:  7.6.100.00

For the following reports: Actual Overheads, Marked Time, Marked Time Totals, Schedule States, and Schedule State Totals; if you generate a report for a period that is longer than 41 days, then the data will be missing for every 42nd day in the report. (ER# 174244885)

Found In:  7.6.000.18 Fixed In:  7.6.100.00

In the Marked time Totals report, if you select x-weeks granularity, the report instead shows data using daily granularity. (ER# 174245155)

Found In:  7.6.000.18 Fixed In:  7.6.100.00

The window that contains help displays the incorrect version in its title, Workforce Management 7.5 Web for Supervisor help. The help topic About this File displays the correct version: Workforce Management 7.6 Web for Supervisor help. (ER# 159559657)

Found In:  7.6.000.18 Fixed In:  7.6.100.01

In the Weekly Schedule Report, if you select a planning period in the reports wizard, the generated report incorrectly presents weekday information, and the weekday names in the column header do not match the presented information. (ER# 174902597)

Found In:  7.6.000.18 Fixed In:  7.6.100.01

In the Time Off Limits view, if you enter data into the grid and click Refresh without saving first, no warning is given that all the newly entered information is lost. You must save before clicking Refresh. (ER# 175691251)

Found In:  7.6.000.18 Fixed In:  7.6.100.00

When you install Java in support of WFM Web, be certain that it is the version with the latest time zones update. For detailed information, please consult the "Timezones and Daylight Saving Time" topic on the web page http://java.sun.com/javase/timezones/. (ER# 172432199, 172432232).

Found In:  7.6.000.18 Fixed In:  7.6.100.01

In the Configuration > Notifications view, if you make changes in the site tree and select another notification type before saving the changes, then the selection in the site tree displays incorrectly for other notification types until you refresh the view. (ER# 173155802)

Found In:  7.6.000.17 Fixed In:  7.6.100.00

In an Agent's Edit Preferences page, if the agent makes changes to the current week and then selects next week before clicking Submit, then the changes are lost and no warning appears before WFM Web displays the preferences for the next week. (ER# 169841961)

Found In:  7.6.000.15 Fixed In: 

In a Schedule's Intra-Day and Agent-Extended views, if you select the Full View option, then a Schedule that has an exception which is covered with two adjacent breaks is displayed as if there is a gap between the breaks with the exception appearing in the gap. Switch off the Full View option to display the schedule correctly, with no gap between adjacent breaks. (ER# 163080603)

Found In:  7.6.000.15 Fixed In:  7.6.100.01

When you activate the Delete Multiple Wizard from the Schedule and End Time is set later than 00:00 for the next day, an incorrect error message appears:
‘Time range 00:00 - +12:00 violates the following constraint(s):
1. Minimum time constraint. End time should be not earlier than +00:00’.

The correct error message is:
‘…End time should not be later than +00:00’. (ER# 169259771)

Found In:  7.6.000.14 Fixed In:  7.6.100.00

In the Schedule State Total Report, if several sites are selected under the same Business Unit, the report lists selected state groups only for the first site. (ER# 167323791)

Found In:  7.6.000.13 Fixed In:  7.6.100.02

The Calendar Items view incorrectly displays a submit date for Rotating Pattern items. This date is invalid and should be empty, because Rotating Pattern items have no submit date. (ER# 167759993)

Found In:  7.6.000.13 Fixed In:  7.6.100.00

In the Bidding Report, if you select the sorting criterion By Agent’s Position, items are incorrectly sorted alphabetically, and not numerically. That is, items that should be sorted as 1, 2, 3, 4, 5…9, 10 are instead sorted as 1, 10, 2, 3, 4, 5…9. (ER# 166067325)

Found In:  7.6.000.12 Fixed In:  7.6.100.01

Copying data from the grid in Calendar Items view does not function correctly in some configurations. (ER# 162402831)

Found In:  7.5.001.03 Fixed In:  7.6.100.00

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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 Web.


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Internationalization

Information in this section is included for international customers.


There are no internationalization issues in this release of Workforce Management Web.


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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 deployment chapters of the Administrator's Guide first.

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