Release Note

Workforce Management Web

8.0.x

Genesys Telecommunications Laboratories, Inc. © 2010–2015

Contents

Introduction

Release Number AIX HP-UX Linux Solaris Tru64 UNIX Windows
8.0.001.09 [03/13/15] Hot Fix
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X
8.0.001.08 [12/12/11] Hot Fix
X
 
 
X
 
X
8.0.001.07 [10/20/11] Hot Fix
X
 
 
X
 
X
8.0.001.06 [04/06/11] Hot Fix
X
 
 
X
 
X
8.0.001.04 [03/10/11] Hot Fix
X
 
 
X
 
X
8.0.001.03 [02/11/11] Hot Fix
X
 
 
X
 
X
8.0.001.02 [10/01/10] General
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X
8.0.000.36 [07/01/10] General
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X
 
X

Link to 7.6 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesys.com for more details.

This release note applies to all 8.0.x releases of Workforce Management (WFM) Web.

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 on third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.0.001.09 [03/13/2015] 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 include new functionality.

Corrections and Modifications

This release includes the following correction and modification:


WFM Web now correctly displays and processes Forecast Events when building Forecast Volumes, enabling the Forecast to be built successfully. Previously, Events would sometimes be doubled in the Volume Forecast Wizard, which caused a database error. (WFM-22874)


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Release Number 8.0.001.08 [12/12/2011] 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 include new functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


This release of WFM Web adds support for HttpOnly cookies. See your HTTP server documentation for how to enable this functionality. (ER# 288230411)


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Release Number 8.0.001.07 [10/20/2011] 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 include new functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Now, for sites with limited access rights, Schedule State and Scheule State Totals reports can be succesfully generated, and a list of schedule state groups is available in the wizards for these reports. (ER# 284311212)


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Release Number 8.0.001.06 [04/06/2011] 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 includes the following new functionality:

Corrections and Modifications

This release includes the following corrections and modifications:


Expanding the agent tree in the Rebuild Wizard no longer raises a Java exception. (ER# 271200731)


When you use the meeting scheduler, WFM Web now passes the correct date range to it, ensuring that the meeting is scheduled in the correct and expected date range. (ER# 270375263)


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Release Number 8.0.001.04 [03/11/2011] 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 includes the following corrections and modifications:


Filtering the Calendar Items view by the time-off type Vacation now works correctly. (ER# 269542906)


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Release Number 8.0.001.03 [02/11/2011] 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 includes the following corrections and modifications:


CC Performance reports, when generated in .csv-friendly format, no longer contain duplicate rows. (ER# 267780579)


A Schedule State Totals report now correctly takes into account schedule states that were selected in the report wizard. Previously, WFM Web did not properly interpret this selection, which caused incorrect results in the report. (ER# 267780462)


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Release Number 8.0.001.02 [10/01/2010] 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 does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The reports Schedule Marked Time Totals, Schedule State Totals, and Schedule State are now generated even if there is large number of items (marked times or schedule states, depending on the report)—a condition that previously prevented report generation. Now, the section that lists these items on every page of a report is truncated if it exceeds 2500 characters.

In addition, you can specify whether the section that lists these items will repeat on each page of the Schedule Marked Time Totals and the Schedule State Totals reports. To do so, add the new option ShowFilterOnFirstPageOnly to the Reports section of the WFM Web application, in Configuration Manager.

ShowFilterOnFirstPageOnly
Type: Optional
Default Value: false
Valid Value: true or false
Dependencies: None

Set this option to true to disable repetition of the repeated section on each page of all reports. Instead, the report will display the complete section once, and then never repeat it.

Set this option to false to enable repetition of the repeated section on each page of all reports.

The repeated section is: Selected Schedule Marked Times for the Schedule Marked Time Totals report, and Selected Schedule State Groups and Schedule States for the Schedule State Totals report.

(ER# 256833150)


Existing profiles are now shown in the appropriate list when a user creates a new scenario based on an existing scenario that contains only profiles. (ER# 255320411)


You can now create a new schedule scenario that is based on existing scenario that contains only profile agents. (ER# 255173994)


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


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Release Number 8.0.000.36 [07/01/2010] 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 8.0 release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 7.6 or earlier releases and the initial 8.0 release:


WFM Web with French regional settings no longer freezes when asked to display non-existent historical data. (ER# 248677323)


Now, oonly the user who created a report task can delete reports that were generated by that task, with one exception: a user who has been granted the right View All Scheduled Reports can delete any report task or generated report. Also, WFM Web deletes generated report files following the deletion of a generated report's record, by WFM Web for Supervisors. (ER# 243179670)


The Schedule Intra-day Comments dialog box for any agent now accepts Hebrew and other international characters without problems. (ER# 235975967)


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Known Issues and Recommendations

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


The Contact Center Performance Report does not display newly created or modified Activity Groups.
Workaround: After creating/modifying activity groups in WFM Configuration Utility, restart WFM Server. (ER# 268302105)

Found In:  8.0.001.03 Fixed In: 

If intraday granularity is used in the Workforce Performance report, and the user selects several days to be reported on, the deviation information is incorrect in some cases—deviation of headcount is summed for consecutive days. On the last day in the range, the last time step is duplicated, causing a possible increase in the deviation values for the last day in report. In all other cases, the report is generated correctly.

If deviation values are important to you, use this workaround: generate the Workforce Performance report separately for each day, using intra-day granularity. (ER# 260630159)

Found In:  8.0.001.02 Fixed In: 

Error messages are incorrectly omitted when WFM Web fails to update a schedule with selected calendar items, under these conditions:

Workaround: Do not clear the option Insert only, when there are no errors or warnings (it is selected by default). (ER# 255596973)

Found In:  8.0.000.36 Fixed In: 

If a Multi-site Activity (MSA) has no child activities attached, or there are no agents who are skilled to work on child activities, then editing the time-off limits for this MSA may not work correctly with various issues. (ER# 255526211, 255526195, 255526168, 255526161)

Found In:  8.0.000.36 Fixed In: 

Existing profiles are not shown in the appropriate list when a user creates a new scenario based on an existing scenario that contains only profiles. (ER# 255320411)

Found In:  8.0.000.36 Fixed In:  8.0.001.01

You cannot create a new schedule scenario that is based on existing scenario that contains only profile agents.

Workaround: Add one real agent to the existing scenario, and then use it as the basis when you create the new scenario. Save your creation, then remove the real agent from both scenarios, leaving them with profile agents only. (ER# 255173994)

Found In:  8.0.000.36 Fixed In:  8.0.001.01

When an agent adds a full-day exception to her schedule, the default values of Start Time and End Time display the value 0:00. These values should be blank (empty), as they appear in the Supervisor's view of the schedule. (ER# 254731444)

Found In:  8.0.000.36 Fixed In: 

In the Other Schedules view, the width of the columns Agent Name, Site, and Team can not be changed to reveal a wide value.

Workaround: move the cursor into a cell and the full value will display. (ER# 254640051)

Found In:  8.0.000.36 Fixed In: 

Some Y-axis labels for graphs in the Schedule Coverage views may be truncated on the left side. However, graphs with complete and correct labels can be copied into the clipboard by clicking the left mouse button on the chart and choosing Copy from the menu. (ER# 254597925)

Found In:  8.0.000.36 Fixed In: 

The name of an agent's full-day time-off type is blank in the Trading Schedules view, even though the the start/end time and paid hours of the agent's time-off time or vacation is specified. (ER# 254579631)

Found In:  8.0.000.36 Fixed In: 

Release 8.0 introduces a new concept of overtime: schedule states that are marked with a marked time state of the type Overtime. Now the Overtime column in the Schedule Intra-day view and the Agent-Extended view displays the total duration of a new overtime item.

Manage overtime as a Marked Time item in the WFM Web Policies module, not in WFM Configuration Utility. (ER# 254479339)

Found In:  8.0.000.36 Fixed In: 

The date selection control in the Master Schedule Overtime Requirement view may show an improper date after a user clicks Refresh, if the view has unsaved changes and the user cancelled Refresh at the verify dialog box. However, the data in the grid is shown correctly. (ER# 251176611)

Found In:  8.0.000.36 Fixed In: 

In the weekly view for the day when a certain activity is closed, if a user enters an overtime requirement daily value, WFM Web distributes the value to time steps. In the monthly view, the total value is correctly ignored for dates when the activity is closed. (ER# 248560381)

Found In:  8.0.000.36 Fixed In: 

A work set or overtime item that is inserted in the Schedule Intra-day View is saved immediately. This is different from other Intra-day schedule modifications, which aot gre saved only after the user clicks the Save button. (ER# 248288162)

Found In:  8.0.000.36 Fixed In: 

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:  8.0.001.01

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: 

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: 

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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 Web.


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Internationalization

Information in this section is included for international customers.


There are no known internationalization issues in this release of WFM Web.


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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Administrator's Guide first.

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).

Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation 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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