Release Note

Contents

Introduction

This release note applies to all 7.6 releases of Workforce Management Web for the Portuguese (Brazilian) 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 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

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

Corrections and Modifications

This release does not contain any 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 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:

• a part-day time-off instance
• an exception
• meals and breaks that cover a part-day exception

(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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Supported Operating Systems

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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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 7.6.1 release of Workforce Management Web.

• Users can enter a desired ratio of under- and over-staffing, and Workforce Management (WFM) calculates the optimal number of profiles to use.

• Users can create teams using profile agents and then build schedules with an unknown number of profiles.

• Users can enter a combination of synchronicity rules to be granted when creating schedules.

• Users can edit historical data and search it for any anomalies.

• Users can search the historical data for anomalies and store these trends as Overlays (formerly known as Factors), which can be superimposed onto a Forecast.

• Users can schedule the generation all WFM Reports and store them at a configurable network location.

• Users can adjust call volumes in a Forecast Scenario by using percentages.

• Users can specify that calls which are abandoned during a time range will be subtracted from the total number of calls for the object being monitored.

• Users can group multiple selected Activities from within the same Business Unit and/or from an Independent Site.

• Supervisors will receive e-mail notification for all Time Off requests that have not been scheduled.

• Users may insert Granted calendar items into a schedule scenario for the corresponding scenario dates.

• A system-wide option controls whether or not a Full Day Time Off request has a specific start/end time.

• Users can set and view Time Off Limits for any Multi-Site Activity that is configured under a Business Unit.

• From within the Calendar module, users can update the Master Schedule with granted Time Off items for any agent on any date for which the agent has a schedule published and the Time Off request is compatible with the agent's existing schedule.

• Multi-day Time Off requests can optionally be treated as one entity rather than as individual days.

• Agents can enter specific Exceptions into the Calendar and optionally have them inserted into the Master Schedule.

• JAWS compatibility enables visually impaired agents to navigate the WFM Web Agent interface.

• Unassigned agents and Available Agent lists are restricted based on Tenant-based security and for agents that are not assigned to a Site. Once agents are assigned to the Site, WFM will enforce its own security permissions.

• A new WFM Web Agent view allows agents to view other agents' schedules across all Sites within the same Activity group.

• Agents can view Time Off Limits across Sites for a particular date and time prior to submitting a Time Off request.

• Agents can recall any Time Off request that has not been scheduled, regardless of whether it was auto-approved or manually granted.

• Agents can recall full-day or partial-day Time Off for any future day in the Master Schedule.

• Time Off requests that have a status of Granted-Not Scheduled may optionally be deducted from the Agent's Time Off balance and from the Time Off Limits.

• Time Off Slots in the Agent view will be displayed as unavailable if the request is outside the Agent's availability pattern in the Contract; if the request is earlier than the configured Earliest Start Time in the Shift; or if it is later than the Latest End Time in the Shift.

• Additional checks have been added to ensure an Agent's Full Day Time Off in which the Agent has specified a start/end time and/or paid hours meets certain criteria before checking Time Off Rules, Time Off Balance and Time Off Limits.

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:

• The period is configured as a month.
• The first day of the month is not the same as the first day of the week.

(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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Supported Operating Systems

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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Supported Operating Systems

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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Supported Operating Systems

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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Supported Operating Systems

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:

• All buttons in all views, and all days on the Calendar dialog, are accessible using the keyboard. (ER# 181804580)
• The screen reader JAWS 8.0 can announce the text on these GUI elements in the WFM Web Agent interface:
  

(ER# 181804571)

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Supported Operating Systems

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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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 Portuguese (Brazilian) 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 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)

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)

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)

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)

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 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.

• 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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