Release Note

Contents

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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.

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

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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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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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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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:

• The Schedule Intra-day view now contains a drop-down menu that allows selection of the time zone for the performance data display, so you can specify the same time zone for performance data as the time zone for the schedule site. This new functionality requires WFM Server 8.0.001.06 and higher. (ER# 270375435)

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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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 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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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 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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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 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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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 8.0 release of Workforce Management Web.

• The WFM Web user interface was redesigned.

• A new report within the WFM Web Supervisor application displays an Agent's Time Off Balance. You can see the history of all Time Off rules assigned to an Agent, and if or when bonus hours were granted.

• WFM 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.

• Users can create overtime slots for an Agent that is skilled to work on that particular Activity. WFM will re-calculate and schedule any necessary breaks or meals automatically based on the length of the overtime shift.

• WFM Web for Agents implements the following accessibility requirements: JAWS 8.0 compatibility, Explicit Label Associations, Status Representation Audio, Keyboard Shortcuts, and Current Cursor Focus. Additionally, document keyboard shortcuts appear in the online help.

• Users can specify forecasted shrinkage as Working or Non-working overhead.

• Users can build schedules for multiple sites at the same time.

• Users can select participants from any site within a single business unit when using the meeting scheduler.

• Users can define a split meeting, and if necessary, WFM will schedule non-overlapping meeting instances so that all selected participants are scheduled for one of the instances.

• You can configure these WFM objects at the business unit level: exception types, time off types, marked time types and meetings.

• WFM now stores the historical association of Agent to Team.

• Users can track which WFM configuration object (such as a full-time contract) was changed along with the specific parameter of the objects (such as Maximum Paid Hours per Day). In addition, the out-of-the-box audit report displays which user made the change and the timestamp.

• In the Insert Multiple Wizard:

  • The step Select State Type now allows selection of Marked Time, when one or multiple sites are selected.

  • Making that selection leads to the new step Select Marked Time, which shows all marked times that match the selected sites and offers start time and end time controls, including a next day option.

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)

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)

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

• WFM is performing the Update Schedule action in the Calendar Items view.
• The option Insert only, when there are no errors or warnings is not selected.

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

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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)

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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.

• Workforce Management 8.0 Administrator's Guide introduces the product, presents its architecture, offers deployment-planning recommendations and considerations, explains how to configure and install the WFM 8.0 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 8.0 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 8.0 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 8.0 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 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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