Release Number | AIX | HP-UX | Linux | Solaris | Tru64 UNIX | Windows |
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8.0.001.02_ESN � General |
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8.0.001.02 [10/01/10] � General |
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8.0.000.36 [07/01/10] � General |
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This release note applies to all 8.0.x releases of Workforce Management (WFM) Web for the Spanish (Latin American) market.
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
Corrections and Modifications
This is a generally available release for the Spanish (Latin American) market. This localization is based on Workforce Management Web 8.0.001.02. Modifications to this software component in later software versions are not supported in this localized version.
This release contains no corrections or modifications.
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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)
Supported Operating Systems
New in This Release
Corrections and Modifications
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.
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, only the user who created a report task can delete reports that were generated by that task. (ER# 243179670)
The Schedule Intra-day Comments dialog box for any agent now accepts Hebrew and other international characters without problems. (ER# 235975967)
This section provides the latest information on known issues and recommendations associated with this product.
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:
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)
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: |
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.
Information in this section is included for international customers.
There are no known internationalization issues in this release of WFM Web.
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 Administrator's Guide first.
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.
Product documentation is also provided on a Documentation Library DVD, which is produced monthly. The New Documents on this DVD page on the DVD indicates the DVD production date. Because the DVD is produced monthly, documentation on the Technical Support website may be more up-to-date than that on the DVD. To verify the latest version of a document, check the version number, located on the second page in PDFs and on the "About This File" topic for Help files.