Release Note

Contents

Introduction

This release note applies to all 7.6 releases of Workforce Management Web for the Japanese 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 Systems and Databases 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 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

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 Japanese 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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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 7.6 release of Workforce Management Web.

• The WFM Web 7.6 component supports Microsoft Windows Vista Enterprise. Please note that only WFM Web agent-facing components will run on a browser that is compatible with Microsoft Windows Vista Enterprise. The WFM Web IP cannot run on Microsoft Windows Vista Enterprise. To learn which version of Microsoft Windows Vista Enterprise WFM Web 7.6 supports, and which other Genesys solutions also support it, please consult the Genesys 7 Supported Operating Systems and Databases Reference Manual.

• Contact centers can comply with union regulations requiring agents to have a minimum number of hours between start times of consecutive days. Schedulers can specify a minimum distance between the start times of two consecutive working days when WFM builds the schedule.
• A schedule can treat each paid break as mandatory, even if there is a preplanned exception blocking the time window for the break. Schedulers can decide, per exception type, whether such breaks should be scheduled adjacent to the exception or during the exception.
• Contact centers that are legally obliged to build schedules with all agent preferences granted as part of their labor agreement can now create schedules with all agent preferences granted. They can then lower the percentage of granted preferences on subsequent schedule runs until they find a schedule with the right balance of agent preferences and coverage.
• Adding the same shift for several agents—using the Insert Multiple feature—now does not require the use of a scenario.
• You can disable automatic approval of trades, to allow a supervisor to review all trades, and to better track how agents use the trading feature.
• The Contact Center Performance Report can display optimal staffing at both the activity and multi-site activity levels, and the difference between the optimal staffing and the scheduled coverage.
• A supervisor can override limits while granting time off, in a single step.
• Agents cannot request types of time off that are no longer available to them.

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:

• An Agent that was selected in object tree was not automatically selected in the wizard.
  Now, the Agent that is selected in the Agent-Extended view is preselected in the Insert Multiple wizard.
• If an Exception was chosen to be inserted into the wizard, for each of the Start Time and End Time parameters, the Next Day checkbox was incorrectly selected by default.
  Now, when the Insert Multiple wizard is invoked from the toolbar, the default start and end times are 0:00- and +0:00. And when the Insert Multiple wizard is invoked from the context menu in the Intra-Day and Agent-Extended views, the default start and end times are taken from the 15-minute time step that was right-clicked by the user.

(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 Performance Alerts view, the second "leg" of a cascading menu is partly obscured. (ER# 199866985)

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)

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)

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)

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

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)

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)

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)

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).

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)

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)

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)

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)

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)

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)

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)

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

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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 the initial 7.6 release of Workforce Management Web.

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Internationalization

Information in this section is included for international customers.

The context-sensitive Help link near the top right of an Agent's schedule is not translated; it appears in English. (ER# 199867059)

The Calendar Items Report column heading "Comments" cannot be localized, and always appears in English. (ER# 201888197)

The Master Schedule Intra-Day view > Insert Multiple Action field is too narrow to accommodate localized text. (ER# 200827101)

ColorChooser is not fully localizable. Some strings cannot be localized when you configure colors. (ER# 199867052)

The context-sensitive Help link near the top right of an Agent's schedule is not translated; it appears in English. (ER# 199867059)

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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 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.

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