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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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 8.1 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 about third-party software used in this product, see More Release Information/Legal Notices for Workforce Management. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:

WFM Web's Java applet signing certificate signature includes a timestamp, meaning the code signature will not expire after the code signing certificate expires. Previously, there was no timestamp to indicate a certificate expiration date. Therefore, if the certificate expired, launching the Java applet resulted in error and/or warning messages. Tested and verified as of August 12, 2019. (WFM-32503)

WFM Web has renewed the certificate for signing Java code. The certificate provided in previous WFM versions expires on June 11, 2019. Continuing to use an older release of WFM after the expiration date, might cause Warnings or Error messages to appear when you use Web for Supervisors Java-based views. To resolve this issue, Genesys recommends that you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-32288)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:

WFM Web has renewed the certificate for signing Java code. The certificate provided in previous WFM versions has expired. If you continue to use an older release of WFM after the expiry date, you might encounter warnings or errors when you use Web for Supervisors Java-based views. To resolve this issue, Genesys recommends that you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-26504)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. The following new features and functionality are introduced in this release of Workforce Management Web.

• Administrators and supervisors can now specify separate time-off limits for each Time-Off type associated with a Site, Team, Activity, or Multi-Site Activity.

  In addition to existing limits, WFM Web now enables users to specify separate time-off limits for each and every Time-Off type.

  Currently every object, on which time-off limits can be set, has a configured pair of limit values (Max. Agents and Max. %). After feature implementation, every object will also have as many separate pairs of limits as there are Time-Off types, plus a current pair of limit values applicable to all Time-Off types. WFM applies the limits when Time-Off items are being requested and granted.

  WFM Web enables you to set time-off limits on all configured Time-Off types that contribute to the total time-off limit and shows the slots in the the Web for Agents interface.

  Controls in the WFM Web Interface

  You can specify type-specific time-off limits in the Calendar > Time-Off Limits view. The Type drop-down list shows All selected by default, meaning the available, non-type-specific time-off limits are displayed and being configured. The Type drop-down list contains all Site and Business Unit Time-Off types, that are configured with Counts towards Time-Off Limits enabled. After the the Time-Off type is selected, the limits for that specific type are displayed and modified in the view.

  The values you enter in the Set Values dialog in the Actions menu apply to All types or the selected Time-Off type.

  Notes:

  • You cannot configure a separate limit for the built-in Vacation Time-Off type.
  • The Set Limits dialog in the Actions menu is available for All types only. If you select a single Time-Off type, it is not available for configuration.

  When agents enter Time-Off requests, they see the available Time-Off slots or limit value (the already taken time-off value). The agent sees the lowest value of all set time-off limits. After feature implementation, if the slot value provides the lowest value based on the type-specific limit, the specific-type limits might affect the slot values differently for each Time-Off type in the request.

Corrections and Modifications

There are no corrections or modifications in this release.

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:

In WFM Web for Supervisors, users can now run scheduled reports, build schedules, and get adherence details with no authentication errors. Previously, users who were logged in were unable to complete these tasks due to a WFM Web authentication error. (WFM-21886)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

Agents can no longer create Shared Transport when the Allow agents to create Shared Transport Site setting in WFM Web is disabled. Previously, when this setting was disabled, WFM Web incorrectly allowed agents to create Shared Transport. (WFM-21668)

WFM Web for Agents has been updated to prevent non persistent XSS vulnerability in the TradingComment.jsp page. (WFM-21683)

In WFM Web for Supervisors, you can now configure two states of the same type with different reason codes in the Configuration > Schedule State Groups > Adherence Rules view. Previously, WFM Web would not allow this configuration. (WFM-21714)

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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.

• WFM Web can now connect to the backup Configuration Server at startup if the primary Configuration Server is not available.

• Agents can now select a time zone other than the site time zone. If they select a different time zone, the Schedule, Trading, Preferences, and Time-Off modules display information, based on the new (selected) time zone.

• Improved Controls in the WFM Web Interface, such as:

  • Ability to select several objects and simultaneously apply actions for these objects.
  • Ability to enter search criteria into a Search field to find specific objects in a list and, in some views (such as, list of agents), filter the list, by using Search By: radio buttons.
  • Ability to navigate through long lists, by using page the navigation controls First page, Previous page, Next page, Last page.

• Some modules, configuration objects, and functionality that are in WFM Configuration Utility are also included in WFM Web. See the following topics in both Workforce Management 8.1 Web for Supervisors Help and WFM Configuration Utility Help:

  • Configuration > Organization
  • Configuration > Activities

• Some modules, configuration objects, and functionality that were previously in WFM Configuration Utility have been moved to WFM Web. See the following topics in the Workforce Management 8.1 Web for Supervisors Help:

  • Configuration > Organization > Sites Properties
  • Configuration > Schedule State Groups
  • Configuration > Activities
  • Policies > Shifts

• Google Chrome and Microsoft Internet Explorer 10 are now supported.

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web for Supervisors Help can now be opened when Tomcat is configured to port 80. Previously, if Tomcat was using port 80, the Web for Supervisors Help could not be retrieved. (WFM-20148)

WFM Web now successfully generates the Configuration Audit Report and if users are deleted, their names do not appear in the report (only empty spaces). Previously, if users were added and removed in WFM, attempts to generate the Configuration Audit report by selecting User as the target, for dates where these users (or their properties and rights) were changed, report generation failed. (WFM-20564)

WFM Web now uses the same locale-dependent formats in all parts of the application. Previously, different views used different data presentations. (WFM-20594)

WFM Web now reconnects to Configuration Server after the connection is lost. Previously in certain situations, WFM Web would not reconnect to Configuration Server after the connection was lost and had to be restarted. Support for Advanced Disconnect Detection Protocol (ADDP) for Configuration Server connections was added in WFM Web to better handle reconnections.

Note: WFM Web itself does not log ADDP activity. (WFM-21111)

When a New Exception is entered in Schedule Intra-Day, it now correctly changes color after the Exception Type is changed and the Legend is correctly updated by the new state. Previously, if new exceptions were added and then their type changed, the Legend was not appropriately updated until the data was saved. (WFM-20147, ER# 321792172)

Navigation now works correctly in the WFM Web for Supervisor toolbar, using keyboard commands in the breadcrumbs with Java 7 installed. Previously, a workaround (using Java 6) was suggested, but is no longer necessary. (WFM-18971, ER# 296769790)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:

WFM Web's Java applet signing certificate signature includes a timestamp, meaning the code signature will not expire after the code signing certificate expires. Previously, there was no timestamp to indicate a certificate expiration date. Therefore, if the certificate expired, launching the Java applet resulted in error and/or warning messages. Tested and verified as of August 12, 2019. (WFM-32503)

As of May 8, 2019, WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expires on June 11, 2019. If you continue to use an older release of WFM after the expiration date, you might encounter warnings or errors when you use Web for Supervisors Java-based views. To resolve this issue, Genesys recommends that you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-32288)

WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expires on July 7, 2016. If you continue to use an older release of WFM after the expiration date, you might encounter warnings or errors when you use Web for Supervisors Java-based views. To resolve this issue, Genesys recommends that you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-26101)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

As of April 30, 2019, WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expires on June 11, 2019. Continuing to use an older release of WFM after the expiry date, might cause Warnings or Error messages to appear when you use Web for Supervisors Java-based views. To resolve this issue, Genesys recommends that you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-32288)

The table header in the WFM Adherence Totals Report now displays correctly. Previously, if WFM used a character set and font other than one for Western Europe, incorrect characters appeared in the header. (WFM-22584)

The WFM Contact Center Performance Graphs Report now correctly displays text in the legend of the report's graphics. Previously, if WFM used a character set and font other than one for Western Europe, it displayed incorrect symbols. (WFM-22638)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:

WFM Web now reconnects to Configuration Server after the connection is lost. For a complete description of this issue, see WFM-21111. (WFM-21711)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

The horizontal scrollbar icons in WFM Web Supervisor Schedule Intra-Day view now correctly display as left/right icons. Previously, they were displaying as up/down icons. (WFM-21574)

This WFM Web update is required to facilitate a resolution to the WFM Server issue WFM-21561. This version of WFM Web is backward compatible with WFM Server 8.1.201.x versions (before the WFM Server WFM-21561 fix). (WFM-21583)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now executes the Time Off Management report with significantly improved performance for one or a few agents. Previously, the report took a long time to execute. (WFM-21422)

WFM Web is updated to properly show the Contracts and Rotating Patterns view in the Agent's Configuration, if the selected start week in a Rotating Pattern is deleted. Previously, an error displayed in the Contracts and Rotating Patterns view, if the agent was assigned a Rotating Pattern with several weeks and the starting week was then deleted, causing the Rotating Pattern to have fewer weeks than what was selected in the Agent's Configuration. (WFM-21505)

WFM Web is updated to prevent security messages from displaying and now runs correctly when Java 6, update 45 is used to run the Web Supervisor in browsers. Previously, these security messages would display with default selections that either prevented Web Supervisor from running and sometimes, from starting. (WFM-21506)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

The WFM Web Forecast Scenario Publish wizard is updated to take into account new security options (added in Configuration Utility 8.1.201.08) that control the right to publish the IV, AHT, and Staffing values to the Master Forecast.

Notes: Releases prior to Configuration Utility 8.1.201.08 do not support these new security options. If earlier than WFM Database Utility 8.1.200.21 is used, these new security options will be hidden in WFM Configuration Utility.

(WFM-21163)

The panes in WFM Web Policies > Contracts, Policies > Rotating Patterns, and Configuration > Agents modules can now be resized up to 10px in width, enabling the width of some panes to be made narrow, so that other panes can be widened to provide a larger viewing area. (WFM-21150)

Agents with no assigned contract can now log in to WFM Web for Agents without seeing Internet Explorer (IE) script errors. Previously in this scenario, when agents without contracts logged in to Web, using IE 8, the following message displayed: A script on this page is causing Internet Explorer to run slowly. (WFM-21179)

Now, when a single site is selected in Web for Supervisors Adherence view, WFM Web correctly requests the configured Data Aggregator connection for the site. Previously in this scenario, WFM Web would incorrectly request the Data Aggregator for the Business Unit if a single site was selected. (WFM-21185)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now correctly displays lists in the Policies > Contracts and Policies > Rotating Patterns views after navigation between Sites. Previously after navigating to another Site, the first page of the list with the first item selected was not always displayed; Sometimes it would display the start of another page with a different item selected. (WFM-20823)

WFM Web for Agents now displays Shift drop-down lists in a format wide enough to fully display Shift names in the Preferences pane. Previously, the drop-down lists were too narrow and the names were not entirely visible. (WFM-20827)

WFM Web now restores selected items in the Agents and Contracts configuration views after a refresh. Previously, these items were no longer selected after a refresh. (WFM-20841)

WFM Web for Supervisors now returns the correct results when a search is performed in the Policies > Contracts view. Previously, certain search criteria would produce incorrect search results. (WFM-20915)

WFM Web for Supervisors now enables the assignment of many agents simultaneously in Policies > Rotating Patterns and Policies > Contracts views without the display of error messages. Previously, when many agents were assigned at once, several warning messages occurred and then the following message would display: "A script on this page is causing Internet Explorer to run slowly." (WFM-20916)

Supervisors can now log in to WFM Web for Supervisors without the display of Java security messages. Previously, when supervisors logged in to WFM Web, a Security Warning would display. (WFM-20917)

WFM Web for Supervisors now correctly assigns agents to the same Contract after the effective date is changed. Previously, in the Policies > Contracts > Agents view, when a new effective date was set for a Contract that was previously assigned to an agent, a warning message would display. (WFM-20926)

In WFM Web for Supervisors, selected activities that are assigned to weekdays in Rotating Patterns are now displayed in two lists: The first list displays all assigned activities. A second list can be generated to display the candidate activities so that new ones can be added. Previously, assigned activities were displayed in one list only. (WFM-20941)

WFM Web now correctly displays the About help topic in Web for Agents. Previously, when an agent clicked the Help icon for this topic, an HTTP 404 message displayed, instead of the help topic. (WFM-20995)

WFM Web now correctly displays agent schedules in Internet Explorer. Previously, additional lines were displayed in agent schedules when viewed in Microsoft Internet Explorer. (This issue did not occur when viewed in any other browsers.) (WFM-20999)

WFM Web now displays long comments in the Edit Time Off dialog in Calendar Items view. Previously, when long comments were added to this dialog, the text became unreadable. (WFM-21088)

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Supported Operating Systems

New in This Release

This is a hot fix for this release. There are no new features introduced in this release of Workforce Management Web.

This WFM Web release requires WFM Server 8.1.201.20 or later to function properly.

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web's Filter dialog in the Schedule State Groups view now functions as follows:

• Correctly applies selected Schedule State Groups filters.
• Correctly applies Schedule State Groups filters when data is viewed for more than one site and one or more Schedule State Groups from the same site are selected.
• Sorts names in alphabetical order in the Schedule State Groups filter tree.

WFM Web now displays a single (and the correct) Help topic at a time. Previously, the Help topic did not display or an additional blank Help topic would sometimes display when Help was selected in a dialog box. Also in this fix, the ability to click F1 to open WFM Web for Supervisors Help topics was removed, because it was conflicting with the browser's Help invocation. To ensure Help displays correctly, disable pop-up blockers in WFM Web. (WFM-20879)

Columns in the Rotating Patterns view now correctly align with the view's headers after the page is scrolled. Previously, after scrolling, the columns in the Rotating Patterns view were not aligned with the headers. (WFM-20875)

WFM Web now displays the number of Assigned, Associated, or Candidate items as follows:

• Agents Configuration view—In the Agents, Assigned Skills, Assigned and Candidate Activities, Assigned and Candidate Contracts, and Assigned and Candidate Rotating Patterns lists.
• Contracts Configuration view—In the Contracts, Assigned and Candidate Shifts, Assigned and Candidate Agents, Profiles, and Assigned and Candidate Skills lists.
• Rotating Patterns Configuration view—In the Rotating Patterns, Week, Activity, and Associated and Candidate Agents lists.

When Agents, Contracts, or Rotating Patterns are configured in WFM Web, Microsoft Internet Explorer browser now displays the Contracts > Policies and Rotating Patterns > Policies views without script errors. Previously, when Agents, Contracts, or Rotating Patterns were configured in these views, the browser displayed the following error message: "A script on this page is causing Internet Explorer to run slowly. If it continues to run, your computer may become unresponsive. Do you want to abort the script?". (WFM-20805)

Navigating between agents in the Agent Configuration view in WFM Web for Supervisors no longer prompts a Save Changes dialog when no changes were made. Previously in this scenario, a Save Changes dialog appeared even though no changes were made in the Agent Configuration view. This was caused by the "new line" symbols entered in comments. (WFM-20863)

Clicking the Help button in the Schedule Build Progress dialog now displays the Schedule Build Progress topic. Previously in this scenario, a 404 error message displayed instead of the related topic. (WFM-20871)

WFM Web now correctly assigns agent Contracts and/or Rotating Patterns, as designed. Previously, after Contract or Rotating Patterns were assigned or deleted in the Agent Configuration view, an error message displayed, such as "Something went wrong", even though the action was successfully completed. (WFM-20873)

WFM Web now displays an empty list of skills if no skills are assigned to an agent in the Agent Configuration view. Previously, if no skills were assigned to an agent, the Activities pane incorrectly displayed all skills with their status disabled. (WFM-20880)

WFM Web now correctly saves changes to the skills status for agents with no assigned Activities. Previously, if status of skills was changed and saved for these agents an error message was displayed, even though all data was saved correctly. (WFM-20885)

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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 version was first released as a Hot Fix on 08/01/13.
• Supports a new non-expired Java plug-in Applet certificate. (WFM-20178)
• Supports load-balancer cookies when Web Supervisor is run with Java applets. (WFM-20185)
• Improves usability; WFM Web Supervisor now displays the Save button in the Accessibility Schedule Details dialog, even when only comments are added. Previously in the Accessibility Schedule Details dialog, the Save button was disabled (grayed-out) when only comments were added. (WFM-20617)

• Supports backup Configuration Server during application startup with the addition of two new values in ConfigServer.properties file: BackupHost and BackupPort. These options are specified in the same way as the Host and Port options and have the same meaning, except that they specify how to connect to the backup Configuration Server. If the primary Configuration Server is not available, WFM Web uses this information to connect to the backup Configuration Server.

  Notes: The BackupHost and BackupPort configuration option values must be specified manually by editing the ConfigServer.properties file. By default they do not exist. In addition, the Application name must be the same on both primary and backup Configuration Server. (WFM-20199)

Corrections and Modifications

This release includes the following corrections or modifications:

The Save Changes button in Accessible Schedule Details dialog is now enabled when only a comment is added or edited. Previously in this scenario, the Save Changes button remained disabled (grayed-out). (WFM-20617)

Availability patterns are now visible in WFM Web after changes are made to the pattern. Previously in this scenario, the changed pattern was unselected and the changes were not visible, and consequently could not be edited unless selected again. (WFM-20615)

Sliding panels in WFM Web Contracts and Rotating Patterns views are now functioning as designed. Previously, if there were long Contract or Rotating Pattern names in these views, the sliding panels would not move either right or left. (WFM-20579)

WFM Web now displays weekday names in the local language in the Contracts > Day off and Weekend Rules pane. Previously, if a language, other than English (for example, Danish), was set in browser the Weekend First Day drop-down list in Policies > Contracts > Day off and Weekend Rules pane incorrectly displayed in English (not in Danish, as configured). (WFM-20585)

The WFM Web Supervisor breadcrumbs bar now displays correctly in Internet Explorer. Previously, the WFM Web Supervisor breadcrumbs bar did not display correctly in Internet Explorer, preventing the user from switching to different views. (WFM-20108)

The scroll function in the Comments section of WFM Web's Forecast Scenario view now works correctly, as designed. Previously, if there were hidden lines of text in the Comments section—in other words, there were more than 6 lines of text—you could not scroll down to display them, as the scroll function was not working. (WFM-20027)

WFM Web Supervisor now displays schedule changes when scrolling back and forth within the Schedule view. Previously in this scenario, the changes were not displaying. (WFM-19553)

WFM Web Supervisor now displays on a single list of Weekly Patterns after saving changes in the Policies > Rotating Patterns view. Previously, when changes were saved in this view, the Weekly Patterns list was incorrectly duplicated. (WFM-20113, ER # 320305429)

WFM Web now displays the Edit icon (grey pencil) in the Schedule > Intra-Day view to indicate schedules that have been edited. Previously, the Edit icon was not displaying near the edited schedules. (WFM-20137, ER# 321375370)

WFM Web now queries the backup WFM Server for the status of WFM Data Aggregator or WFM Builder and is able to obtain Schedule > Adherence data, if the primary WFM Server is unavailable. Previously, WFM Web only queried the primary WFM Server. (WFM-20554)

WFM Web now rebuilds only those sites that are selected in the Schedule Intra-Day Rebuild Wizard. Previously, if sites were selected in the Schedule Intra-Day Rebuild Wizard, and then one or more were unselect, all sites were reoptimized, including the sites that were unselected. (WFM-20596)

WFM Web Supervisor users can now resize columns in tables in Contracts, Rotating Patterns, and Agents views. Also, a marker was added that is displayed in each column header, indicating where to place your cursor to resize the panel. (WFM-20649)

WFM Web Supervisor now correctly displays tables in the Schedule > Forecast > Graphs pane after granularity is changed from Week to Day in Year period. Previously in this scenario, tables would display with gaps or excess spacing. (WFM-19172, ER# 301213182)

WFM Web Supervisor now correctly displays borders in the table titles row in the Schedule > Trading pane. Previously, when schedule trading was reviewed with schedule details, the table displayed with missing borders in the title row. (WFM-19917)

WFM Web Supervisor now provides recognizable error messages if the connection between the browser and WFM Web server was lost or interrupted, during log in attempts. Previously in this scenario, WFM Web displayed an unclear error message, such as Error 0. (WFM-20568)

WFM Web for Agents now displays the WFM site name in the Configuration > Personal view. Previously, WFM Web for Agents incorrectly displayed the name of the switch that was associated with the WFM site. (WFM-20627)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now correctly displays the view that is selected from the breadcrumbs bar by using a left-click. Previously, WFM Web sometimes displayed a view other than the one that was selected. For example, in the Forecast > Master Forecast > Volumes view, if the Forecast > Overlays view was selected, WFM Web incorrectly displayed the Forecast > Master Forecast > Volumes view. (WFM-20108)

WFM Web now correctly displays the Policies > Contracts > Availability Pattern view, regardless of the time format used in the browser settings. Previously, the error message, Sorry, Something went wrong, please try again. was displayed if the time format being used included periods. For example, 07.12.13. (WFM-20534, ER# 324444180)

WFM Web now only creates availability preferences from an agent's availability patterns for the date range that is specified in the creation dialog. Previously, if a week was specified in the date range, WFM Web incorrectly copied the availability preferences for 361 days. (WFM-20542, ER# 324648133)

WFM Web now correctly displays open dialogs in front of the main view in the browser. Previously, when WFM Web opened new dialogs, they would be hidden under or behind the main view if they were opened from that view or from within another open dialog. (WFM-20543, ER# 324648326)

WFM Web now starts correctly after self-localization using JRE 1.7.0_21 is completed. Previously in this scenario, WFM Web started with a blank view (NullPointerException error) after self-localization was completed. (WFM-20529, ER# 324430700)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now prevents Java's security message from displaying in Web for Supervisors. Previously, when WFM Web Supervisor was executed with Java Runtime Environment (JRE) applet 1.7.0_21 or later, the following warning message was displayed: "Java has discovered application components that could indicate a security concern. Contact the application vendor to ensure that it has not been tampered with." (ER# 322609713)

The WFM Web for Supervisors Help topic now correctly displays when the Help icon is clicked in the Contracts List pane in the Profiles > Contracts view. Previously, an HTTP 404 - Not Found error message would display instead of the Help topic contents. (ER# 321836110)

The WFM Web breadcrumbs bar in the Supervisor interface now looks the same regardless of the browser being used. Previously, if Microsoft Internet Explorer with the Java 7 update 15 (or later) was used to access WFM Web, the breadcrumb bar looked different than it did when other browsers and/or Java 6 was used. Functionality was not affected, only the presentation. (ER# 320020831)

WFM Web now saves the contract changes if the Weekend first day option is set as Sunday in the Days Off and Weekend Rules pane. Previously, if the Week Start Day option in Global settings was configured as Sunday or the Use Regional Options setting was configured with Sunday as the first day of week, the contract changes were not saved and an error was displayed. (ER# 319670253)

Now when an exception is entered for one agent in the WFM Web Schedule Intra-Day view, it is the only agent marked in the display. Previously in this scenario, another agent was marked in the display as receiving the same edit. This sometimes happened after the view was edited and scrolled or just edited. (ER# 319980296)

Now only expired WFM Web logs are deleted if the Expire option in the Log section of the WFM Web Application is specified. Previously, unexpired logs were being deleted if the Expire option value was set to 30 days or more. (ER#  317599517)

WFM Web Supervisor schedule changes are now correctly displayed after scrolling. Previously, schedule changes were incorrectly displayed if the view was scrolled back and forth. (ER# 310895079)

Rotating Patterns are now displayed without errors in the Policies > Rotating Patterns view. Previously, while working with Rotating Patterns, if any configured shifts contained meals and no shift sequence, the following internal error was displayed: "Something went wrong. Please try again.". (ER# 322447113)

WFM Web Supervisor Help can now be retrieved, regardless of the port number being used for Tomcat. Previously, the Supervisor Help could not be retrieved if port 80 was reserved for Tomcat. (ER# 322609720)

WFM Web Supervisor Help can now be retrieved when //https: is used in the URL. Previously, the Supervisor Help would not open in some views if //https: was used (rather than //http:). (ER# 323112965)

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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.

• You can now specify an effective start date for a contract and assign agents to the Contract accordingly. The agent can have multiple assigned Contracts, but each Contract must have a different effective date.
• You can now specify an effective start date for a Rotating Pattern, which is the date that the Rotating Pattern becomes effective for the agent. The agent can have multiple assigned Rotating Patterns, but each one must have a different effective date.
• You can now specify an effective date for Activities, which is the start date that an agent becomes eligible to work on the Activity.
• You can now set the calculation of Time Off Carry-Over per-rule to occur automatically.
• Agents can log in to WFM Web for Agents and view their schedule on their iPhone 4 iOS 5 mobile device.
• You can now view forecast-related data in the Contact Center Performance Report and Contact Center Performance Graph Report.
• You can now specify a percentage to allocate Volumes from a Multi-site Activity to each Child (Site) Activity or apply a template. The interval can be the entire forecast scenario, a weekday, or a timestep.
• You now have the option to set the Use multi-site activities button to Always On in the Performance Intra-Day View, eliminating the need to set the button to On each time the view is displayed.
• A timestamp enhancement improves system security by enabling the timestamp information from the previous login to display in the GUI the next time a user logs in to WFM Web through the Supervisor, Agent, or Agent Mobile interfaces, alerting users to any unauthorized use of their login credentials.
• Performance is improved with the introduction of two new options, PageLimit and PageLimitForCSV, that can be used to limit the size of generated reports by controlling the maximum number of pages a report can contain.
• Staffing totals are now displayed in the WFM interface and reports as Full Time Equivalent (FTE) or man-hours, and are editable in both modes (for views in which totals are editable). This feature is supported in the following modules and views:
  
  • Forecast—Staffing, Graphs: Calculated and Required Staffing
  • Schedule—Summary: Calculated, Required Staffing, Schedule Coverage and Corresponding Difference columns
  • Reports—Forecast, Forecast Graphs, Schedule Summary, Weekly Schedule Coverage, Activity Weekly Schedule, Actual Overhead
• The WFM Web Log In GUI has a new splash screen.
• Some modules, configuration objects, and functionality that were previously in WFM Configuration Utility have been moved to WFM Web. See the following topics in the Workforce Management 8.1 Web for Supervisors Help:
  
  • Policies > Contracts
  • Policies > Rotating Patterns
  • Configuration > Agents > Activities
  • Configuration > Agents > Contracts and Rotating Patterns

Corrections and Modifications

This release includes the following corrections and modifications:

WFM Report Scheduler now allows values greater than 0 (zero) for the set start offset in Forecast Reports > Intra-Day. Previously, Report Scheduler would not allow any value, other than 0 (zero).(ER# 310314054)

The Undo action in Web Supervisor's Schedule Intra-Day view now works correctly, as designed. Previously, after the Undo action was taken, the old schedule did not display and only appeared after the view was scrolled back, and then forward. (ER# 310976714)

The Copy Historical Data method in the Volume Forecast Wizard can now be invoked without generating a warning message. Previously in this scenario, the warning message would sometimes appear, preventing the historical data from being copied. (ER# 316268660)

The Weekly Schedule report now correctly displays actual Time-Off State names. Previously, due to incorrect handling of the Schedule State information, the report displayed generic, rather than actual Time-Off State names. (ER# 305608178)

The value of the Use multi-site activities checkbox in the Select Target dialog of Schedule Intra-Day view now is correctly retained and displayed. Previously, the user's settings or the default settings were not retained or displayed. The suggested workaround for this issue is no longer required. (ER# 298170143)

When building WFM Web Forecast Volumes and using Overlap templates, the drop-down list, from which a template can be selected, no longer contains items that are not applicable to the selected historical date range. Previously, if selected, the drop-down list sometimes contained non-applicable items, even though these templates had no effect on build results. (ER# 297814765)

The current timestep is now correctly marked in the Performance Intra-Day view, if the value of the Time Zone option is set to Sites or Business Units. Previously, the timestep was marked incorrectly. (ER# 277338595)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:

WFM Web's Java applet signing certificate signature includes a timestamp, meaning the code signature will not expire after the code signing certificate expires. Previously, there was no timestamp to indicate a certificate expiration date. Therefore, if the certificate expired, launching the Java applet resulted in error and/or warning messages. Tested and verified as of August 12, 2019. (WFM-32503)

As of May 8, 2019, WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expires on June 11, 2019. Continuing to use an older release of WFM after the expiration date, might cause Warnings or Error messages to appear when you use Web for Supervisors Java-based views. To resolve this issue, Genesys recommends that you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-32288)

Activity Sets in the WFM for Agents user interface that are inserted by using a Work Sets are now included in the Agent view. Previously, these Activity Sets were incorrectly displayed as regular activities (in blue) and were not included in the Agent view. (WFM-20587, ER# 311006214)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web Supervisor Intra-Day schedules that are edited now display correctly, showing exceptions for a single agent only and in the correct row. Previously, the edited schedules would display duplicate exceptions for agents in the wrong row. This issue occurred if the selected Site or Business Unit (BU) had more agents than could fit on the screen (80 or more).

The following issues were also resolved in this hot fix:

• The Undo function now reverts back to the previous value if the schedule was edited. Previously, it did not.
• Right-clicking the Site to edit a selected BU that has Sites with different time zones now works correctly, as designed. Previously in this scenario, right-clicking the Site would produce a message about the need to switch sites. If the option to switch was selected, the switch was not performed.

Now only expired WFM Web logs are deleted if the Expire option in the Log section of the WFM Web Application is specified. Previously, unexpired logs were being deleted if the Expire option value was set to 30 days or more. (ER# 318591131)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Workforce Management Web.

• This release of WFM Web adds functionality that enables you to select the font size for the WFM Web Supervisor interface, by changing the Text Size Settings in the About > Settings dialog.

Corrections and Modifications

This release does not include corrections or modifications.

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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:

WFM Web now correctly displays the Agent Schedule information in Other Schedules view. Previously, the schedule from other weeks would sometimes display instead of the correct schedules, which caused agent schedule information to display incorrectly in the Other Schedules view. This occurred specifically if both of these conditions applied:

• If the first day after the displayed week contained a Full Day item, then that item was displayed on the same day in the next week, instead of the current week schedule.
• If the time zone on the WFM Web Agent host was later than Greenwich Mean Time (GMT).

WFM Web now correctly copies historical data when the Copy Historical Data option is selected in the Forecast Volumes Build Wizard. Previously when this option was selected in the wizard, the Interaction Volume (IV) and Average Handle Time (AHT) data was incorrectly displayed in the target Forecast results. (ER# 311551525)

WFM Web now correctly distributes values to days that match weekly totals when weekly totals are changed in the Forecast Volumes view. Previously in this scenario, when weekly totals were changed, the values did not match. (ER# 311690432)

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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:

An end date can now be specified for No Rule meetings in the date page of WFM Web's Meeting Scheduler. Previously, when this date could not be specified, WFM Web would set incorrect end dates for No Rule meetings. (ER# 303243870)

The WFM Web Intra-Day Schedule view now correctly displays edited schedules. Previously, when a schedule was edited, if the user scrolled down the page and then back up, the Intra-Day Schedule view displayed the previous, unedited schedule, even though the edited schedule was saved. (ER# 303240997)

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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.

• Introduction of Workforce Management Web Language Packs. Language Packs allow installers to select the language in which the user interface (UI) and online help files display.
• Users can evaluate actual shrinkages against forecasted shrinkages, with the option to create Overhead templates, simplifying the task of improving accuracy.
• Users can specify unique, multiple periods of historical data during the forecast build process to create forecasts that reflect seasonality. This ensures that staffing needs are adequately met.
• WFM tracks what changes were made in a schedule, and provides an option to go back to a previous schedule (before the change was made).
• WFM automates time-off waitlist functionality by picking and approving time-off instances from the wait-list (based on their position in the queue), when positions within the limit become available. Additionally, agents can now see their own position in the queue.
• WFM now automates the insertion of granted-not scheduled Time Off into the schedule. The feature works for agent requests as an extension of auto-granting functionality. When time off is granted and the master schedule exists, the application will immediately publish the time off to the master schedule. When an agent recalls granted time off and that time off exists in the master schedule, the application will remove the time off from the master schedule, substituting it with a baseline schedule.
• WFM optionally prevents an agent from requesting time off (either full or part day) on the days when that agent has a day off according to an assigned contract.
• WFM allows users to optionally remove existing exceptions and to insert the new exceptions for specific agents, during multi-insert operations.
• The Intra-day Schedule View displays schedules with time zone offsets.
• You can click the Move to Current Day button to display data for the current day in the Master Schedule Intra-Day view.
• Government agencies and other corporations can now comply with Handicap Accessibility Regulations. Accessibility for the blind, color blind, and users with limited mobility was improved to the WFM Web for Supervisors module.
• The variable Employee ID was added to these reports: Schedule States, Individual Schedule, and Weekly Schedule.
• New visual cues in the WFM Agent Schedule view details include full names of selected exceptions, breaks, and so on. Shading of the graphical schedule bars appears in browsers such as FireFox and Internet Explorer 9.
• The adherent time in real-time adherence is now displayed in seconds.
• Several meeting types were renamed: Individual Activity became Single Agent, Regular became Single Group, and Split Meeting became Multiple Groups.
• The Agent Properties report now contains a separate line for each skill.
• Platform support changes are detailed in the Genesys Supported Operating Environment Reference Manual. Below is a summary of added support in WFM Web:
  • Web browser: Microsoft Internet Explorer version 9.
  • Web Server: IBM WebSphere Application Server, version 8.
  • Operating System: Red Hat Enterprise Linux, version 6.

Corrections and Modifications

This release includes the following corrections and modifications:

The WFM Web Agent Other Schedules view now always displays the correct start time and end time of schedules. (ER# 297178513)

WFM Web now displays the business unit name in parentheses following a site name, to avoid previous confusion when a site and the business unit above it had the same name. (ER# 296969574)

WFM Web Agent Preferences view no longer displays a tooltip over the table grid. (ER# 295598473)

Generating the Agent Properties report no longer causes WFM Web to consume all system memory. (ER# 294616771)

The WFM Web Agent Preferences view now displays the correct start time and end time details in a tooltip while the cursor hovers above the graph. (ER# 294441360)

An agent's highlighting marker now moves in response to a right-click on the schedule. (ER# 288857129)

The WFM Web Agent Schedule view now displays the correct number of schedules and dates for January and February during leap years. (ER# 288008908)

WFM Web now outputs csv-friendly reports with no duplication of records. Previously, fields containing too many characters sometimes caused lines to be duplicated. Now, fields are truncated to prevent this problem. (ER# 287335250)

The color and presentation of anticipated values on the Performance Intra-Day view graph now corresponds to the legend. (ER# 285651668)

A supervisor who does not have full access rights to a site is still able to see the appropriate schedule state groups and generate a Schedule States Report. (ER# 284219916)

On the Schedule Intra-day view coverage graph, the Y-axis scaling is now correct after the first Get Data retrieval for a schedule scenario. (ER# 284076696)

The Schedule Marked Times and Schedule States scheduled reports no longer incorrectly generate empty results. (ER# 280438533)

WFM Web no longer generates error messages in the log file, after a supervisor logs out. (ER# 280015224)

Immediate activity statistics no longer appear in Performance views while a deferred activity Is selected. (ER# 277338541)

The schedule scenario and add/remove wizards now indicate the number of agents with skills vs. the total number of agents in a team, in the following format: team_name (included_agents / total_agents). (ER# 277017561)

WFM Web requires special settings in order to connect to a Genesys Configuration Server that is configured to use IPv6 under default settings, if WFM Web has the following configuration settings: a Windows operating system, Oracle Java version 6, and a network configured to use IPv6. To resolve this situation and run the application without special settings, install and use Java 7. (ER# 276933193)

The Configuration Audit Report now correctly displays the Synchronization Period; Disabled is displayed if either the Use synchronization of daily schedule or the X Weeks checkbox is selected. (ER# 243581239)

WFM Web allows users to select, and then accept or decline multiple trades. If a problem occurs while processing any of those trades, Web will show the appropriate message and ask if you want to proceed with the remaining trades or cancel. If you cancel, the process stops immediately. (ER# 197646291)

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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 correction and modification:

In WFM Web, supervisors can now view the site Schedule State groups and generate reports, even if they do not have full access rights to the site. Previously, only supervisors with full access rights to the site could perform these tasks. (ER# 320749874)

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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 correction and modification:

WFM Web now correctly displays Activity sets in the Agent schedule view. Previously, Activity sets were incorrectly displayed as part of the regular daily Activities (in blue) in the Agent schedule view. (ER# 312751624)

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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 correction and modification:

The WFM Web Agent Properties report now generates report data without consuming excess disk space. Previously, when the Agent Properties report was generating data, it entered into an endless loop, causing the application to consume all available disk space. (ER# 312751624)

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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 correction and modification:

WFM Web now correctly distributes values to days that match the weekly totals, when weekly totals are changed in the Forecast Volumes view. Previously in this scenario, when weekly totals were changed, the values did not match. (ER# 311313051)

WFM Web now correctly displays Agent Schedule information in Other Schedules view. Previously, the schedule from other weeks would sometimes display instead of the correct schedules, which caused agent schedule information to display incorrectly in the Other Schedules view. This occurred specifically if both of these conditions applied:

• If the first day after the displayed week contained a Full Day item, then that item was displayed on the same day in the next week, instead of the current week schedule.
• If the time zone on the WFM Web Agent host was later than Greenwich Mean Time (GMT).

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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 correction and modification:

WFM Web 8.1.0 data that is copied from the Performance Intra-Day view is now pasted in the same format as in WFM Web 8.0; that is, empty values are imported as empty and time steps are imported without dates. (ER# 303333911)

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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 correction and modification:

The WFM Web Supervisor code is now updated with a current Java certificate. (ER# 301310249)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

• This version was first released as a Hot Fix on 12/29/11.

Corrections and Modifications

This release includes the following corrections and modifications:

Now the color for anticipated values on the graph in the Performance>Intra-Day view correctly corresponds to the legend. (ER# 289966144)

Now, warnings and errors are correctly presented in the Schedule Intra-day view during insert multiple and other actions, and the view is refreshed after a successful insert multiple action. (ER# 289965897)

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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 correction:

Now WFM Web displays correct Agent schedules for January and February in leap years. (ER# 288857103)

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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 correction:

Now, the schedule intra-day view is displayed correctly when the schedule contains a full-day time off with a vacation type and start/end specified. (ER# 287044852)

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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 correction:

Errors no longer appear in Performance views on computers running WFM Web Supervisor that are configured to use a time zone with no daylight savings (for example, in western Australia). (ER# 285148501)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction and modification:

The scheduled reports Schedule Marked Times and Schedule States now produce results as expected. Previously, these reports generated empty results due to incorrect processing of start and end dates. (ER# 281481679)

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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 8.1 release of Workforce Management Web.

• WFM can build schedules that accommodate shared transportation. Agents and Supervisors can create, join, and manage shared transport groups.
• Users can specify how to distribute Deferred work in the Forecast, during Scheduling, after the schedule is built, and based on actuals.
• WFM sends e-mail notification to agents and users when a Time Off Balance changes. Users can configure who receives notifications, about which agents.
• Users can create a Schedule Scenario using a selectable Forecast Scenario.
• Users can configure the maximum consecutive Sundays, the specific number of days off per month, and the constraints for two consecutive working days.
• Agents can print a schedule without relying on the browser.
• Users can estimate Time Off Limits.
• Numerous improvements to Accessibility in WFM Web for Agents and in WFM Web for Supervisors include accessibility improvements to WFM display, sound, and navigation. These improvements have been optimized for JAWS 12 and the browsers Internet Explorer 8 and Firefox 3.6.x.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 8.0 or earlier releases and the initial 8.1 release:

The date selection control in the Master Schedule Overtime Requirement view now shows the correct date after you press the Refresh button, even if the view has unsaved changes and you cancelled refreshing in the confirmation dialog. (ER# 251176611)

The Overtime column in the Schedule Intra-day view and the Agent-Extended view now display the total duration of a new overtime item. Manage overtime as a Marked Time item is now in the WFM Web Policies module, not in WFM Configuration Utility. (ER# 254479339)

The Contact Center Performance Report correctly displays newly created or modified Activity Groups. (ER# 268302105)

When a new weekly pattern is created, the default values for a day’s start time are now correctly shown as empty (and not as 12:00 AM). (ER# 254059637)

The Schedule Coverage views now do not truncate the labels for Y-axes on graphs. (ER# 254597925)

The Add Exception dialog in an agent's schedule now allows a user to specify an empty start/end time for full-day exceptions. (ER# 254731444)

Editing time-off limits for multi-site activities now works correctly, when a multi-site activity has no child activities attached or there are no agents skilled to work on any child activities. (ER# 255526161, 255526168, 255526195, 255526211)

WFM Web correctly displays error messages during a schedule update in the Calendar Items view, when the option Insert only, when there are no errors of warnings is checked. (ER# 255596973)

In the Workforce Performance report, if a user selects several days to be reported on and specifies intra-day granularity, the deviation information is now always correct. (ER# 260630159)

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Documentation Corrections

This section contains corrections and updates for issues found in currently released documentation for this product. The changes described here will be included in future published versions of the document.

Web for Supervisors Help is missing a procedure that describes how to use the new filtering function when assigning activities to Multi-Site Activities. The procedure will be included in the next release, Web for Supervisors 8.5 Help. In the meantime, you can find a similar procedure, "Using Filters When Assigning Activities to Groups" in the topic, Configuration > Activities > Grouping Multiple Activities. (WFM-21620)

In the Web for Agents Help Preferences > Preferences Overview > Preference Statuses and Hierarchy pane, the graphical hierarchy differs from the statuses resolution hierarchy. The Preferences graph displays the following hierarchy, top to bottom:

• Full day Exception
• Time off
• Availability
• Part day exception
• Shift
• Working hours

Granted or Scheduled items are shown on top and Preferred items (of the same type) are shown below them. (WFM-21512)

Performance of Rotating Patterns is enhanced by the following design changes:

• Weeks in Rotating Patterns are clearly displayed in separate rows for each week name. You can review or edit a week, by selecting the row to open the properties for that week, or select the row to copy the entire week and paste it to other weeks.
• Paging now displays Rotating Patterns containing a large number of weeks (for example, more than 30) quickly, eliminating browser warnings about slow scripts.
• Data that is retrieved from WFM Server now displays the number of weeks in a Rotating Pattern list in one column.
• Searching capabilities in Agent, Contract, and Rotating Pattern views is improved. Search criteria (even partial search criteria) that is entered in the search field generates quick and accurate display of the page containing search results.

While editing or creating Rotating Patterns, you can select, mark, or copy the settings of a single day and then copy, transfer, or distribute these settings to a single or multiple, selected days (in other words, copy once, paste multiple times). When you select a day ,and click the copy button, the paste button displays as enabled. (ER# 317817682)

WFM Web for Agents Preferences > Availability Patterns tab is enhanced by the following design changes:

• Drop-down lists have been removed from this view and replaced by time controls, with which you can enter hours and minutes.
• Availability patterns are displayed in a table at the top of the page.
• You can no longer leave Start and End times blank.
• Leading plus signs (+) have been removed from this view. You can now use the Next Day checkbox to indicate that the End time falls within the next day.

The minimum value for the Max and Growth Ratio columns on the Optimize Profiles page of the Schedule Build Wizard is now 1 (changed from 0). Therefore, the Schedule > Schedule Build Wizard > Schedule Build Parameters topic, "Optimize Profiles" section (in the WFM Web for Supervisors Help) will be updated with the following corrected descriptions:

• Max: The maximum number of profiles that WFM can use when building the schedule. Range: Empty (default) or any number from 1 to 9999. This value is editable, and must be greater than the value of Min.
• Growth Ratio: The current growth ratio value that WFM can use for a particular profile when building the schedule. Range: Empty (default) or any number from 1 to 9999. This value is editable.

To archive specific goals for profiles optimization the following valid parameters must also be considered:

1. Profiles are excluded from optimization when none of the following are specified: minimum profiles, maximum profiles, or growth ratio. Profiles must be empty.
2. Profiles with a fixed number of agents must have the minimum profiles = maximum profiles, with both values greater than 0. They do not require optimization, growth ratio is not applicable, and growth ratio fields must be empty.
3. Profiles participate in optimization when both minimum and maximum values are specified by following these rules: minimum profiles must be > or = 0, maximum profiles must be > 0, and minimum profiles must be < maximum profiles.
1. Growth ratio is specified—All profiles that participate in profile optimization must have a specified growth ratio > 0 (0 is not valid value for growth ratio).
2. Growth ratio not specified—Must be empty for all profiles.

Note: You cannot have profiles with growth ratio and without growth ratio in the same schedule. Growth ratio must be specified for all profiles being optimized (see 3a) or none (see 3b). The only exception is in line 1, where profiles are excluded from optimization completely.

(ER# 318602217)

The WFM Web for Supervisors Help topic, Schedule > Schedule Filter Dialog Box, has changed and will be updated as follows:

Step 5 in the topic procedure will be updated to include a description of the new Filter Using Following Schedule States control, which enables you to select one (or all) of three schedule states when filtering is used to control the activities and contracts that will be displayed within the selected site. The three schedule states are: Activities, Meetings, and Marked Times. (ER# 318602226)

A note will be added in step 3 in the topic procedure of the following WFM Web for Supervisors Help topics, explaining that Agents without skills are not displayed when the "The Select Agents screen opens." in the wizard:

• Schedule > The Insert Multiple Wizard > Insert Multiple Wizard Overview
• Schedule > The Delete Multiple Wizard > Delete Multiple Wizard Overview
• Schedule > The Commit\Rollback Multiple Wizard > Commit\Rollback Multiple Wizard Overview

The All Activities check box at the top of the Activities pane in WFM Web for Supervisors has been renamed to No Activity Limitations. The WFM Web for Supervisors Help Policies > Rotating Patterns > Properties topic, section "Rotating Patterns Activities Pane" will be updated to reflect this change. (ER# 318482182)

To provide a broader description of the Variance graph, the note and formulas (below) will be added to WFM Web for Supervisors Help, in the Schedule > Master Schedule Views > Master Schedule Overtime Requirement View topic for the following subcolumns:

• Staffing > Variance
• Difference > Calculated
• Difference > Required

• Graph Value = Schedule activities coverage (in single skill equivalents [sse]) - calculated forecast (sse) - anticipated non-working overhead (sse)
• Anticipated Non-Working Overhead (sse) = schedule state total (sse) * total forecasted non-working overhead (percentage) / 100 - total scheduled non-working overhead (sse). If anticipated non-working overhead (sse) is < 0, then anticipated non-working overhead = 0.

After a scenario is built in Schedule > Schedule Scenarios in WFM Web for Supervisors and the schedule opens, if you press the Help button, a 404 Page Not Found error is displayed, instead of the Help topic. This issue will be resolved in the next version of the WFM Web for Supervisors Help. (ER# 318958941)

When WFM Web for Agents Help is opened in Mozilla Firefox v10.0.2 web browser some descriptions in the topic Configuration > Shared Transport Pane appear in transparent text and cannot be viewed. The text for the Delete button and Bus checkbox icon descriptions are as follows:

Delete Button

The Delete button is used to delete the selected agent's join requests. To delete join requests, check appropriate check box and press Delete.

You cannot delete a shared transport group, in which the agent is a participant—the check box will be disabled for these groups, but you can leave your current shared transport by clicking the Leave Transport button under the Comments dialog box in the bottom pane. The shared transport is removed from the table and you are no longer a member of that shared transport.

Bus check box icon

Used to specify a type of shared transport group. The check box indicates the mode of transportation that is used by the shared transport group. When checked, it means a bus (provided by the company) is the mode of transportation. When unchecked, it means a carpool (created by the agents) is the mode of transportation.

This issue will be corrected in the next release of the Help file. (ER# 319436926)

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# 317817517)

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Known Issues and Recommendations

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

Microsoft Internet Explorer (IE) 8 does not fully support some important HTML and CSS standard features. Therefore, if WFM Web 8.1.2 is running in IE 8, some UI functionality might display different behaviour than in later IE versions. If the issue you are experiencing does not affect WFM functionality significantly and occurs only when you are using IE 8, Genesys recommends using IE 9 or another supported browser to resolve it. IE 9 and later versions provide better support for HTML and CSS standards.

Setting the default locale in WFM Web for Supervisors to any language other than that of the installed Language Package (LP) causes the Weekend first day drop-down list in Policies > Contracts > Day off and Weekend Rules pane to ignore the current locale's language and instead, incorrectly display weekday names in the language of the installed LP. (WFM-20585)

Setting the default locale settings in WFM Web to any language other than English might cause the date/time format to appear, in some places, different from the current language standard format. This issue can occur when different technologies, such as Java, HTML5, or HTML display the date/format differently for various locales. (WFM-20594)

When you use Microsoft Internet Explorer with the Java 7 update 15 (or later) to access WFM Web, the breadcrumb bar presentation in the Supervisor interface looks different than when you use other browsers and/or Java 6. Functionality is not affected, only the presentation. (ER# 320020831)

If the Week Start Day option in global settings is configured as Sunday or the Use Regional Options setting is configured with Sunday as the first day of week, WFM Web does not save the contract changes and displays an error if the Weekend first day option is set as Sunday in the Days Off and Weekend Rules panel. (ER# 319670253)

When you navigate between modules using the breadcrumb bar in the Supervisor interface, making a selection in the breadcrumb bar with the mouse does not always have an effect.

Workarounds: Click on the text area with the name of the module or subsystem again, or press the down-arrow key to navigate to the desired item and press the space bar select it. (ER# 320154551)

In the Schedule Intra-Day, when a New Exception is entered it does not change color after the exception type is changed, nor is the Legend updated by the new state until the changes are saved. (ER# 321792172)

When you enter an exception for one agent in the Schedule Intraday view, sometimes another agent is marked in the display as receiving the same edit. This may happen after you edit and scroll the view, or without scrolling. It is a display problem only, and disappears once the data is saved. (ER# 319980296)

The Select Target dialog in the Use multi-site activities view, which is used to select the data target for performance data, does not reliably remember the previous setting or the expected default setting in the Schedule Intra-Day Performances check box. The check box is selected or cleared depending on the situation, rather than on the user's previous setting or the default setting.

Workaround: Always open the Select Target dialog and explicitly select or clear the check box Use multi-site activities, and then apply that setting by clicking OK. Once applied, the correct value will be used for all data requests until the Select Target dialog is opened again. (ER# 298170143)

While you are building forecast volumes and using overlap templates, a drop-down list of templates to select from may contain items that are not applicable to the selected historical date range. Selecting these templates has no effect on build results. (ER# 297814765)

You cannot navigate properly with the keyboard using the breadcrumbs in the WFM Web for Supervisor toolbar, if your installation is using Java 7.

Workaround: Use Java 6 or use the mouse to navigate. (ER# 296769790)

The Performance Graph view was eliminated and the graph was moved to the top of the Performance Intra-day view in WFM Web release 8.1.0. The following help topics do not reflect this and other changes: Performance Overview, Performance Monitor View, Performance Intra-Day View, Performance Graphs View, Performance Alerts View, Performance Options dialog box, and the What-If Window.

The incorrectly described changes are listed below:

• The Performance Graph View no longer exists separately. The graph now appears at the top of the Performance Intra-day view.
• The Abandoned Calls statistic is renamed Abandoned Interactions.
• The Actual Queue (the actual number of interactions in the backlog queue at the end of the period) statistic was added.
• The icon/Action menu item Current Day is now named Show Whole Day.
• The new icon/Action menu item Move to Current Day displays data for the current date.
• The User Time Zone button is now the drop-down list Time Zone near the top right of the Performance Intra-day view.
• The Show Required button is now a check box to the right of the Show Data For: drop-down list, above the graph.
• The Granularity drop-down list above the graph no longer contains the period choices Monthly, Weekly, and Daily.
• The Options dialog box contains a list of statistics that can be displayed in the grid. It does not allow you to select a time zone.
• To exit the Performance Alerts View, select another view.

(ER# 285651936)

In the Performance Intra-day view, the color for Anticipated Values doesn't correspond to the Legend. Currently the color is the same as for Actual Values and should be different. (ER# 285651668)

The current time step might be incorrectly marked in the Performance Intra-day view, if the time zone option is set to Sites or BUs (business units). (ER# 277338595)

At some times, immediate activity statistics appear in Performance views while a deferred activity was selected.

Workaround: Select another immediate activity, and then the original deferred activity again; now only proper statistics are presented. (ER# 277338541)

WFM Web will fail to connect to Genesys Configuration Server in the following configuration:

• Windows operating system, Oracle's Java 6.
• The network is set up to use IPv6.
• Genesys Configuration Server is set up to use IPv6 with default settings.

Workaround: To operate successfully in this configuration, you must specify this additional Java option:

-Dcom.genesyslab.platform.commons.connection.impl.netty.transport=oio

These instructions assume that Tomcat is the servlet runner:

If Tomcat is run as a service:

1. Start tomcatw.exe, which is located in the /bin directory of Tomcat's installation.
2. Select the Java tab and the Java Options list.
3. Add the Java option above to a separate line.
4. Save the changes.

Important: The new option must be on a separate line.

If Tomcat is run from the command line:

Specify this option in the same way that the -Xms and -Xmx options are specified. That process is fully described in "Chapter 5: Configuration Options" of the Workforce Management Administrator's Guide. (ER# 276933193)

After WFM Web application and Tomcat are restarted, logs and their manual collies are incorrectly deleted even though the logs are not expired, but created several minutes before restart. (ER# 317599517)

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)

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 intra-day 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 the 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)

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)

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 start/end time and paid hours of the agent's time-off time or vacation is specified. (ER# 254579631)

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

Manage overtime as a Marked Time item is now 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)

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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. For more information on discontinued support for operating environments and databases, see "Discontinued Support" in the Genesys Supported Operating Environment Reference Guide.

Web browser: Mozilla Firefox 4.x is no longer supported.

Web technologies: WebSphere Application Server 6.x and Java 2 Standard Edition (J2SE) 5.0 are no longer supported.

Web platforms: Sun Solaris/SPARC 9, IBM AIX platform 5.3, Microsoft Windows Server 2003, and Microsoft Windows XP are no longer supported.

Web browsers: Microsoft Internet Explorer 7, Mozilla Firefox 3 are no longer supported.

Web technologies: WebSphere Application Server 6.1, Java 2 Standard Edition (J2SE) 5.0 are no longer supported.

The 32-bit and 64-bit versions of IBM AIX 5.1 and 5.2 are no longer supported.

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Internationalization

Information in this section is included for international customers.

Language Packs are supported in 8.1.2 and 8.1.1 releases of this product. However, 8.1.3 releases of this product do not support 8.1.2 or 8.1.1 Language Packs. Use 8.1.3-compatible Language Packs upon their availability.

Language Packs allow installers to select the language in which the user interface and online help files are displayed. For details about available Language Packs, including languages, see the Workforce Management Release Notes section of the Genesys Documentation website.

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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 8.1 Administrator's Guide introduces the product, presents its architecture, offers deployment-planning recommendations and considerations, explains how to configure and install the WFM 8.1 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 8.1 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 8.1 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 8.1 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 might 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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