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is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable.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.genesyslab.com for more details.
This release note applies to all 8.1 releases of Performance Management Advisors Contact Center Advisor and Workforce Advisor.
Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information on any third-party software used in this product, see the Read Me. Please contact your Genesys Customer Care representative if you have any questions.
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
---|---|---|---|---|---|---|---|---|---|---|---|
X | X |
This release is under shipping control. This release contains the following new features and functionality:
Workforce Advisor (WA) supports import of single-site activities from Workforce Management 8.1.2.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
You no longer receive a NullPointerException error message when WA imports data from Genesys Workforce Management (WFM) 8.1.1. Previously, the NullPointerException could appear in the log when WA imported data from Genesys WFM 8.1.1; WA correctly imported contact groups despite the error message. (CAWU-11085)
Changes to the metric graphing feature for Workforce Advisor (WA) ensure that WA displays correct values for real-time and forecast data. Previously, WA might display an error message, and then the metric graphing data failed to write to the database. (CAWU-11067)
In Oracle installations, the UTC time in threshold exceptions now updates correctly. Previously, the UTC time did not update if only the end time of the exception changed. (CAWU-11049)
A correction in the software limits the impact of the metadata rebuild process and fixes a problem with intermittently missing Thirty Min and Today data on the dashboard. Previously, the metadata rebuild process interfered with dashboard data production in environments where structural metadata changed often. As part of the correction, the XML Generator now logs some ERROR messages in the xmlgen.log file that were previously written to the xmlgen-nt-service.log file by default. (CAWU-11031, CAWU-11039)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
---|---|---|---|---|---|---|---|---|---|---|---|
X | X |
This release is under shipping control. This release contains the following new features and functionality:
Changes to Administration:
The Alerts window was previously called the Alerts pane or panel. You can open the Alerts window from the Map pane as you always did. The Alerts window has been re-designed in Release 8.1.5, and includes the following changes:
In Workforce Advisor, the Contact Groups and Agent Groups panes display the parent level name of the selected level in the Contact Centers pane, and then the name of the selected level.
The Scheduled Staff metric is renamed to Scheduled Staff Headcount.
Metric graphing changes:
Role-based access control (RBAC) extends to the Alert Management Reports window and the Alert Management tab. You can view action reports only if you have permission to see the aggregating objects and metrics of the alerts to which the reports are related.
Starting in Release 8.1.5, permissions for user accounts are loaded when users log in to the Advisors browser. This affects the availability of objects in the browser:
Starting in Release 8.1.5, WA adds information about the actions taken when importing contact groups to the geronimo.log
file
in the Advisors geronimo-tomcat6-minimal-2.2.1\var\log
folder. A setting that controls the verbosity of this logging is
in the server_log4.properties
file in the same directory. The category is
log4j.category.com.informiam.workforceutilization.service.integration.batch.ContactGroupImporterImpl
.
Prior to Release 8.1.5, WA wrote this information in the contactGroup_synchronization.log
file in the Advisors conf
folder.
Workforce Advisor is horizontally scalable. The WA server can be deployed on one node, and more than one instance of the WA web services can be deployed on other nodes in the same cluster of Advisors. This permits a larger number of simultaneous users of WA.
CCAdv supports 1500 concurrent users and WA supports 1500 concurrent users.
Contact Center Advisor/Workforce Advisor support Management Framework 8.1.2.
During component upgrades, installation packages preserve the configured Warehoused.metrics.max.minutes.kept
value.
Contact Center Advisor/Workforce Advisor support interaction with Data Manager.
Performance Management Advisors format numbers that display on the dashboard modules based on the language you selected in the Advisors browser, regardless of the system setting for Locale on the server. For example, if you log in to the German-language Advisors browser, but the system setting for Locale on the server is English, the numbers on your Advisors dashboard are formatted in the German style. Prior to Release 8.1.5, the number format depended on the Locale setting on the server.
Product documentation has moved to the Genesys Documentation website. The Contact Center Advisor Administrator User's Guide is available in both PDF format (for earlier releases), and online format for Release 8.1.5.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
When you log out of the CCAdv/WA accessibility supervisor dashboard, the interface returns a login page.
Your language preference is retained in this login page, and you can log in to the interface again using this
login page. If you prefer to change the language setting, you must enter the URL in the address field of your browser with the new language
option, and press Enter
. Previously, clicking the Logout
button on the HTML interface logged you out of the interface,
but if you used the login page that displayed to re-enter the accessibility interface, a blank Welcome screen displayed. It was necessary to enter the full
URL in the address field of your browser to log in again. (PLT-4191, PLT-4214)
The German-language Workforce Advisor Help file no longer contains English words in the text related to a description of graph types available for use in the Metric Graphing window. (CAWU-9600)
Cells in the Contact Center Advisor dashboard now show metric values using correct formatting for alerts. Previously, the metric values displayed in bold text if an alert existed for that cell and after the threshold violation had expired. It was necessary to log out and log in again to clear the bold text. (CAWU-9599)
When Contact Center Advisor is installed on servers in a German locale, the special Contact Centers
column now
displays in the correct location (it is first in the list of columns in the Agent Groups
pane of the dashboard). (CAWU-9598)
You no longer experience display issues or receive erroneous messages about insufficient data points in the Metric Graphing window when you launch
the Metric Graphing window from a row in the Workforce Advisor Contact Centers or Contact Groups pane if the Application
Groups - Network CCs
Grouping is selected. (CAWU-9594)
The HTML version of the Supervisor dashboard that works with accessibility
software now correctly displays the Agent Group - Contact Center
column when the Display Agent Group Contact Center Column
option
is set to Yes
in the Administration module. Previously, you could
find information about relationships between agent groups and agent group contact
centers at the agent group contact center–level only (not at the network
contact center–level) (CAWU-9588)
When logged in to the German language dashboard, the Agentengruppen-Contact Center
column no longer appears multiple times in the Column Chooser.
Previously, because of multiple entries in Column Chooser, it was also possible to make it display multiple times on the Agent Groups pane. (CAWU-9581)
Data for the 30 Min
period and the Today
period is no longer missing in the dashboard due to the XML Generator’s concurrent
execution of GenerateThirtyMinsAndTodayTask
and MergeXMLDocumentsTask
. Previously, if XML Generator ran the tasks concurrently, data
for the 30 Min
period and the Today
period failed to display for one refresh cycle. (CAWU-9014, CAWU-9464)
When the following conditions apply, and the indicated metric contains null values, a dash is displayed:
LoggedOn
LogeedOnNet
callapplication.object_sub_type<>'Virtual'
and metric name = CallsCleared
There is no longer a problem with incorrect Last Update Time
values on the dashboard due to daylight-savings time (DST) changeover. Previously,
the Last Update Time
on the dashboard would be 1 hour ahead of EDT and 2 hours ahead of EST after the DST change. (CAWU-8574)
Inactive agent groups and applications no longer display data from previous dates. Previously, if the data was present at the source (CISCO only environments), it could display on the WA dashboard. (CAWU-2987)
The Contact Center Advisor dashboard correctly highlights agent groups that correspond to an application (queue), as well as the opposite, even after CCAdv runs for a number of days. Previously, CCAdv could stop highlighting the relationship if CCAdv was open for days. (ER# 310210916, PLT-4126)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features and functionality:
WA imports multi-site activities from Genesys Workforce Management (WFM), and then uses each multi-site activity as one contact group.
Notes:
There are no corrections or modifications in this release.
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
---|---|---|---|---|---|---|---|---|---|---|---|
X | X | X |
This release is under shipping control. This release contains the following new features and functionality:
French is added as an option for language and country settings. English and German continue to be options.
Contact Center Advisor and Workforce Advisor are compatible with Oracle Java 1.7.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
All Contact Centers correctly display automatically on the dashboard when they come online after a scheduled closure. Previously, a site Contact Center could fail to display in the dashboard when the Contact Center opened. (CAWU-11029)
Application-to-Agent Group relationships correctly reload at 3:30 a.m., including mapping associated with contact centers that come online after 3:30 a.m. (that is, the overnight refresh). Previously, the relationships were not reloaded at 3:30 a.m., and the old relationships expired after 24 hours. (CAWU-11002)
Apply the following script to the metric graphing schema in an Oracle database environment:
migrate_mg_8.1.400.04_8.1.401.03.sql
The script corrects an issue with an ORA-06512: unique constraint violated
error that intermittently occurred during the metric graphing data load.
No change is required for MSSQL databases.
(CAWU-10975)
A correction in the software limits the impact of the metadata rebuild process and fixes a problem with intermittently missing Thirty Min and Today data on the dashboard.
Previously, the metadata rebuild process interfered with dashboard data production in environments where structural metadata changed often.
As part of the correction, the XML Generator now logs some ERROR messages in the xmlgen.log
file that were previously written to the
xmlgen-nt-service.log
file by default. (CAWU-10973)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features and functionality:
Contact Center Advisor and Workforce Advisor can connect to Oracle Real Application Clusters (RAC). RAC functions such as High Availability and failover are not supported.
The structure of the installation package for CCAdv/WA has been changed. Additional folders have been added. Beginning with this release of 8.1.4 software, the following folders are included in the CCAdv/WA installation package:
Files within each folder use the same filename convention as previous releases. Ensure you use the files from the folder that corresponds to your specific configuration.
Workforce Advisor is now compatible with Genesys WFM 8.1.1. Previously, WA was compatible with Genesys WFM 7.6 only.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Advisors Metric Graphing now captures data points for forecast metrics, including Forecast NCO Total, at 30-minute intervals (both historical and forecast data). Previously, most forecast metrics, including the Forecast NCO Total metric, displayed data as point-in-time values in the graph (values captured at approximately 2-minute intervals).
The graph shape is configurable. In the platform database metrics table, the graph_style column is used to define the
shape of the graph. Values are saw
, flat
, or null
. Both saw
and flat
are for
forecast metrics.
The graph shapes have the following characteristics:
saw: forecast metrics; saw-style graph. Interval in historical area: 30 minutes
flat: forecast metrics; flat-style graph. Interval in historical area: 30 minutes
null: the default graph shape for all metrics; flat-style graph. Interval in historical area: 1 minute (configurable)
The migration script updates the metrics table and sets values as shown in the following table:
METRIC | METRICS/GRAPHING_STYLE |
---|---|
FNCO | saw |
FNCOTotal | saw |
FAHT | flat |
FSL | flat |
FASA | flat |
REQ | flat |
SCH | flat |
AdjREQ | flat |
AdjSCH | flat |
All others | null |
(CAWU-10343)
Contact groups and agent groups are now displayed correctly in the accessibility dashboard for Workforce Advisor. (CAWU-10297)
You can submit a request from a web browser to the WA server for data for contact groups and agent groups. Previously, WA would return data about contact groups and agent groups related to regions, contact centers, and application groups that you did not have permission to see. WA now returns only data that you have permission to see. (CAWU-9564, CAWU-10296)
Workforce Advisor no longer reports a NullPointerException in the geronimo log if a dashboard requests data from the server after startup, but before it has calculated any data to return. (CAWU-10295)
Data displayed in a WA hierarchy that uses a grouping of X | Application Group | Contact Center is now consistent with data displayed in a WA hierarchy that uses a grouping of X | Contact Center | Application. Previously, there were inconsistencies between the two groupings (data displayed in the X | Application Group | Contact Center grouping hierarchy was incomplete). (ER# 314245935, CAWU-9843, CAWU-9673, CAWU-10294)
All application groups to which you have permissions are now displayed correctly in the Contact Centers pane. Previously, there were cases where all application groups could disappear from a hierarchy if access to only one within the hierarchy was denied. (CAWU-10293)
It is now possible to map objects from more than one tenant within a single configuration. For example, you can map an agent group in Tenant 1 to an application in Tenant 2. Previously, it was necessary to have the objects within the same tenant. (ER #319957295, CAWU-10222)
Contact Center Advisor’s XML Generator now generates XML for every processing cycle for the Now time period. Previously, XML Generator would sometimes randomly skip the generation. (CAWU-9903).
The Forecast NCO Total
metric description is now translated to German. (CAWU-9798)
In the Metric Graphing window, the active (selected) state of a time interval shortcut button is now retained. Previously, when you selected a time interval button to display a specific time period in the graph, and then added a metric to the graph, the time interval button could be reset (not selected) after you closed the Metric Chooser pane. When this occurred, the time period displayed in the graph also reset. (CAWU-9764)
The LoggedOnNet
, Retrieved calls
, and Actual Staffed Time (STFT)
metrics now display correct entries in
all levels of a hierarchy for an agent group contact center configuration. The LoggedOnNet
and Retrieved calls
metrics
now show a valid value for a Genesys source and a dash for a Cisco source. Previously, regardless of the source, Advisors displayed dashes for
these two metrics for an X | X | X | Network CCs grouping. (CAWU-9698, CAWU-10347)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
---|---|---|---|---|---|---|---|---|---|---|---|
X | X |
This release is under shipping control. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
This release of Contact Center Advisor/Workforce Advisor is compatible with Performance Management Advisors release 8.1.4.
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains no new features or functionality.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Data displayed in a WA hierarchy that uses a grouping of X | Application Group | Contact Center is consistent with data displayed in a WA hierarchy that uses a grouping of X | Contact Center | Application. Previously, there were inconsistencies between the two groupings (data displayed in the X | Application Group | Contact Center grouping hierarchy was incomplete). (ER# 314245935, CAWU-11100)
A correction in the software limits the impact of the metadata rebuild process and fixes a problem with intermittently missing Thirty Min and Today data on the dashboard. Previously, the metadata rebuild process interfered with dashboard data production in environments where structural metadata changed often. (CAWU-11088)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. This release contains the following new features and functionality:
A new forecast metric is added from the Aspect eWFM source:
migrate_plt_8.1.3_8.1.300.08.sql
.
The following performance enhancements have been made to Workforce Advisor:
This release includes the following corrections and modifications:
The Metric Graphing window no longer fails to display data. Previously, the XML Generator stopped generating graphing data if several
attempts to complete that action failed, which resulted in missing data in the Metric Graphing window until the XML Generator was restarted.
If you are upgrading from Advisors 8.1.3 to the 8.1.3 Hot Fix version, a metric graphing database upgrade is required before you re-install
CCAdv/WA. The script filenames for the metric graphing database upgrade are:
migrate_mg_8.1.3_8.1.300.08.sql
mg-new-database-8.1.300.08.sql
NULL
value into
the AGGREGATIONVIEWKEY
column of the FACTNOWSUMMARYPIVOT
table. The error is contained in the logs attached
to the ER and related bug reports.
(ER# 313243056, CAWU-9735, CAWU-9775)
An update to Advisors platform makes it possible to now map more than 1000 objects to contact groups. Previously, the structure of queries in an Oracle deployment limited the total number of objects mapped to contact groups to a maximum of 1000. (CAWU-9609)
The LoggedOnNet and Retrieved Calls contact group metrics now correctly display the aggregate value of all the agent groups associated to a contact group. In a Cisco configuration, a dash is displayed. In a Genesys configuration, a valid metric value is displayed. Previously, the LoggedOnNet and Retrieved Calls contact group metrics displayed incorrect values (dashes) for agent group contact center configuration regardless of the environment. (CAWU-9666)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
---|---|---|---|---|---|---|---|---|---|---|---|
X | X |
This release is under shipping control. The following new features were introduced in this release of Contact Center Advisor/Workforce Advisor:
A Metric Manager page is added to the Administration module. Metric Manager replaces the Metrics page. All CCAdv/WA metrics can be viewed in the Metric Manager, and the display attributes for all metrics can be updated. In Release 8.1.3, you can create custom application metrics using existing source metrics provided by Advisors Genesys Adapter and existing application metrics (you cannot create agent group or contact group metrics). The Metric Manager page displays only the metrics to which you have
Read
permission in the Configuration Server. Genesys recommends that users with access to Metric Manager also have access to all metrics.
Enable five metrics for graphing using the Time Profile for Charting
property in the Metric Manager. The following are additional features of the new Metric Graphing window:
Contact Centers
and the Applications
panes. The Audit Log now includes Metric Manager activity.
CCAdv and WA support JAWS Standard version 11, an accessibility interface for users with visual impairment. JAWS provides audio and a series of keyboard shortcuts for navigating the tabulated information on the screen.
Additional privileges are added for Role-Based Access Control within Workforce Advisor. Unless otherwise noted below, these privileges already exist for CCAdv. You can now limit access to the following in both CCAdv and WA:
Enterprise
row in the Contact Centers paneColumn Chooser
buttonAgent Group
paneGrouping
drop-down list (this is new to both CCAdv and WA in Release 8.1.3)Change Password
menuThe Workforce Advisor server now filters data that it sends to the dashboard for the Contact Centers
pane, the Contact Groups
pane, and the Agent Groups
pane. It filters this data by your permission to see regions, contact centers, application groups, and metrics. Workforce Advisor similarly filters e-mail about threshold violation alerts based on the permissions of the user to whom the e-mail is addressed.
The Show Totals and Averages Row for Agent Groups
option on the System Configuration page of the Administration module
now hides the Totals and Averages
row in both the Contact Center Advisor and Workforce Advisor Agent Groups
panes. Previously, it
affected the Agent Groups
pane in the Contact Center Advisor dashboard only.
A Default Grouping
section is added to the System Configuration page in the Administration Module. Use the drop-down lists to
change the default grouping selection for the CCAdv and WA Contact Centers
panes.
There are new metrics for both Contact Center Advisor and Workforce Advisor, including LoggedOnNet, CallsEntered, CallsCleared, as well as new Aspect metrics. New third-party media metrics are also available. For information about all metrics, see Genesys Performance Management Advisors 8.1 Contact Center Advisor & Workforce Advisor Administrator User's Guide.
XMLGen can now write to disk the XML that it creates for the dashboard. This is controlled by a new property, debugging.enableDiskOutput
, in the xmlgen.properties file.
A new Genesys splash screen is implemented for the installer and login screens.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
In the Contact Centers pane, cells with violations now have a consistent appearance (dark border with light shading), regardless of the hierarchy level. Previously, cells with violations at the lowest level of the hierarchy displayed full (100%) color shading. (ER #283727048; CAWU-8892)
The CAWU installer now configures the system country code in the XMLGen service wrapper for Geronimo. It sets it to the value currently specified
on the system on which you are installing Geronimo. Previously, it was necessary to manually add the user.country
setting to the
XMLGen service wrapper. (CAWU-9361)
The MetricValues
service no longer generates IllegalArgumentException: key out of range
errors. (CAWU-9360)
Selecting, de-selecting, and re-selecting the same metric or metrics in an open Metric Graphing window no longer causes display issues. (CAWU-8889)
The functionality that logs contact groups imported by Workforce Advisor has been updated and amended. The log file is still
in the conf
subdirectory, but is now called contactGroup_synchronization.log
. (CAWU-8910).
The Last Update Time
on the dashboard no longer displays the message undefined
during dashboard loading. (CAWU-8707)
Data Manager now correctly loads the configuration for FA adapters only. Previously, when multiple adapter types were available in the Advisors Platform database, Data Manager attempted to load non-FA adapters. It is no longer necessary to configure the source environment field to null
in the Adapter_Instances table for adapters that are intended for use exclusively with CCAdv.(GFA-3076, GFA-3120)
The name of the XMLGen properties file has changed from xmlgen-properties.xml
to xmlgen.properties
. (CAWU-2534)
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages supported by this release.
CSY | CHS | CHT | DEU | ENG | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
---|---|---|---|---|---|---|---|---|---|---|---|
X | X | X |
This release is under shipping control. The following new features were introduced in this release of Contact Center Advisor/Workforce Advisor:
French is added as an option for language and country settings. English and German continue to be options.
There are no corrections or modifications in this release.
Supported Operating Systems
Supported Languages
New in This Release
Corrections and Modifications
The following table lists the languages, other than English, supported by this release.
CSY | CHS | CHT | DEU | ESN | FRA | ITA | JPN | KOR | PTB | RUS |
---|---|---|---|---|---|---|---|---|---|---|
X |
This release is under shipping control. This release contains the following new features and functionality since the previous 8.1 release of this product:
Support for role-based access control (RBAC): Access to business objects, hierarchies and metrics is now controlled
using roles and permissions that are created in Genesys Configuration Manager, and whose configuration is completed in the
Advisors Administration module. See the Genesys Performance Management Advisors 8.1 Contact Center
Advisor/Workforce Advisor Administrator User’s Guide for more information. On the server, CCAdv filters the data for the dashboard by the logged-in user's
permission to see business objects and metrics, as configured in Configuration Manager. It filters data for the Contact Centers, Applications
and
Agent Groups
panes, and the Alerts displays. In 8.1.2, RBAC in Workforce Advisor only
covers access and permissions to contact group metrics. RBAC for Alert Management covers access to the module and key action
reports but not to the permissions of the data within it. The Enterprise Performance row in the Contact Centers
pane can also now be hidden by configuring
access privileges in Configuration Manager.
Removal of Administrative Partitioning (replaced by functionality within RBAC).
Further integration with Genesys Management Framework, including management of user profiles, functionality permissions and creation of business objects.
Metric Graphing improvements, including scaling of two metrics and labeling of time periods.
Support for multi-lingual templates for e-mail, in German, English, or both languages.
E-mails for alert notifications are now sent in the languages selected on installation.
Support for users who do not have a first name, last name, and/or e-mail address: See the Genesys Performance Management Advisors 8.1 Contact Center Advisor/Workforce Advisor Administrator User’s Guide for more information.
Security of Advisors XML handling has been enhanced. Data is no longer written to disk at any stage.
Modifications to agent group metrics definitions:
WrapUp, HoldTime, Talk
and CHT
are removed.AvgACWTime
and AVgTalkTime
are added.CHT-P, %InboundToSignOn, %UncontrolledOutboundToSignOn
, and %HandlingTimeCampaignCalls/SignOn
are modified.See the Genesys Performance Management Advisors 8.1 Contact Center Advisor/Workforce Advisor Administrator User’s Guide for more information.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Workforce Advisor now displays correct values in the Contact Centers
pane when installed on a system with
a German country and language setting. (CAWU-8780)
In Metrics Graphing, point-in-time metrics are now correctly labeled. (CAWU-8470)
A database deadlock exception error in the WA Geronimo log that occurred when reading agent-group real-time data from Genesys sources has been corrected. Isolation levels on database reads have been changed to prevent database locks occurring. (CAWU-2905)
Metric Graphing: The name of the second graphed metric is now correctly displayed. (CAWU-4415)
Metric Graphing: Previously truncated long metric names now display correctly in the Select Metric Graph drop-down. (CAWU-4390)
Deleted agent groups no longer appear in the dashboard. (CAWU-4405)
Error-logging e-mail messages about errors in database connection failures are now correctly suppressed. (CAWU-4174)
A NullPointerException
error that was causing the dashboard to fail when retrieving alerts has been fixed. (CAWU-3581)
Window titles now display correctly in the selected language. (CAWU-3513)
Alert Management: A display problem causing screen panes to expand incorrectly has been corrected. (CAWU-4190
Action Management: Filtering by Option-2 in a German-localized installation now correctly returns results. (CAWU-4382)
Supported Operating Systems
New in This Release
Corrections and Modifications
This is a hot fix release for this product. There are no new features or functionality in this release.
This release includes the following corrections and modifications:
The CCAdv refresh time is improved. (CAWU-9018)
Supported Operating Systems
New in This Release
Corrections and Modifications
This release is under shipping control. There are no new features or functionality in this release.
This release includes the following corrections and modifications since the previous 8.1 release of this software:
Metrics that are modified not to display values over 100% now display correctly in metric graphing. (CAWU-4397)
Metrics that are modified to display values over 100% now display correctly in the dashboard. (CAWU-4396)
Supported Operating Systems
New in This Release
Corrections and Modifications
This release is under shipping control. This release contains the following new features and functionality:
Much of the administrative user interface is new, and permits more flexible configuration.
Support for multiple Metrics Graphing—Two KPIs can be graphed simultaneously.
XML Generator now sends an e-mail to the support address whenever it writes an ERROR to the XML Generator log.
XML Generator now sends an e-mail to the support address whenever a processing thread has not completed within 10 minutes.
Option to choose at installation to display, in the Agent Groups
pane on the dashboards, metric values from either the
5Min/Now
or 30Min
time period. This applies to both CCAdv and WA.
Option to choose at installation whether to open graphs starting at midnight.
Support for localized text for e-mail alerts.
Support for Genesys terminology—Skill groups are now agent groups. Skill-group contact centers are now agent-group contact centers.
This release also contains the following features and functionality that were part of the 8.1.0 restricted release:
Support for Oracle 11g databases
Support for Windows Server 2008 64-bit native
Support for Windows 7 32-bit and 64-bit native
Support for Citrix Xen App 5
Support for TCP/IP v6
Support for encryption of database data
Support for Genesys Stat Server capacity rules for the voice channel.
This release includes the following corrections and modifications since the previous 8.1 restricted release of this software:
The default interval for reading metrics in WA has been increased from 10 seconds to 20 seconds. (CAWU-4021)
The Pause button in WA now only requires one click to take action. (CAWU-4107)
E-mail is no longer sent to users who do not have access to the contact centers and application groups related to the alert. (CAWU-4106)
Long application metric names now display correctly in the Performance Monitor. (CAWU-4099)
Date/time formats on the CCAdv dashboard now display in a consistent format. (CAWU-3998)
The status indicator now correctly displays red (instead of green) in the WA dashboard. (CAWU-3886)
A validation now displays when saving a Metric Library in which the description exceeds 255 characters. (CAWU-4049)
This section provides the latest information on known issues and recommendations associated with this product.
A good routing and resource plan based on historical data should represent a typical day. However, for unplanned events
that happen during a day, Resource Management is available to address temporary changes to skills and skill levels, such as
increased volume. Resource Management is not intended for bulk changes and may disrupt mission critical system requests.
Launching Resource Management from the hierarchy is not recommended because the number of agents and agent data pulled might be
very large and impact performance. Genesys recommends launching Resource Management from the Agent Groups pane, the
Applications pane in CCAdv, or Contact Group pane in WA, in order to pull less than 150 agents.
In releases prior to 8.1.401.04, Workforce Advisor supports forecasting and scheduling at the contact group level, but not at the application group level. WA does not support Genesys Workforce Management (WFM) multi-site configuration at the business unit.
In Oracle environments, while upgrading the existing installation, you must drop the metric graphing schema/user, and then recreate it using the general deployment scripts instead of applying the migration script. Allocate a dedicated temporary tablespace for the metric graphing user. (CAWU-11130)
Found In: 8.1.5 | Fixed In: |
WA is inconsistent in how it manages errors in the data when importing contact groups. When importing contact groups from Aspect eWFM, if there is an error in data for one contact group, WA successfully imports the other contact groups for which the data is correct. When importing contact groups from IEX TotalView, if there is an error in data for one contact group, then WA discards the data for the other contact groups that are in the same file, even though that data may be correct. (CAWU-10693)
Found In: 8.1.5 | Fixed In: |
If a user has the Metric Graphing window open, makes rollup configuration changes on the dashboard that affect data in the Metric Graphing window, and then logs out, when that user logs in again, the saved Metric Graphing window does not correctly reflect a change in hierarchy, and no warning message displays. (CAWU-10618)
Found In: 8.1.5 | Fixed In: |
The system may fail to update the assigned owner of an Alert Management Report to the originator when a user attempts to assign the Report to a user who previously had permissions to the objects/metric associated with the related alert, but subsequently had those permissions revoked. (CAWU-10512)
Found In: 8.1.5 | Fixed In: |
The dashboard may fail to display data if a user has permission to a contact center or application group, but does not have permission to any of the associated application groups or contact centers within a region or operating unit.
Workaround: Ensure that for every contact center or application group to which a user has access, the user also has access to at least one associated application group or contact center for each region and operating unit (to which the user has access).
(CAWU-10960)
Found In: 8.1.5 | Fixed In: |
Certain values of internal data that a user or administrator does not control may cause a contact group not to appear in the Contact Groups pane of the WA dashboard.
The problem occurs only when the following groupings are chosen to display in the Contact Centers pane, and the network contact center (NCC) related to the contact group is selected:
This problem does not affect the values of the metrics in the regions or the NCC. The contact group still contributes values to those metrics.
To see the contact group, display another grouping in the Contact Centers pane, find the NCC, and select it.
(CAWU-10912)
Found In: 8.1.5 | Fixed In: |
Performance Management Advisors support alphanumeric characters for object names used in the applications, such as application or agent group descriptive names. Alphanumeric text is also supported in text entries such as manual alerts messages. (CAWU-10285)
Found In: 8.1.5 | Fixed In: |
Users can graph metrics about contact groups even if they do not have permissions to access the WA tab (that is, the WA tab does not display in the Advisors browser for this user). The scenario in which this can happen is the following:
If the contact groups metrics are configured as graphable, those metric choices are available there, and the user can graph them. To prevent the user from graphing the contact groups metrics, you must remove the user's permissions to view those metrics.
(CAWU-10065)
Found In: 8.1.5 | Fixed In: |
Alerts that appear on the Alerts view of the Contact Center Advisor - Mobile Edition Performance Monitor do not display as threshold violations in the bar charts. The bar chart remains green and does not indicate the alert situation with color. Alerts display correctly in other views, for example in the Map and Alerts views. (MDS-698)
Found In: 8.1.5 | Fixed In: |
In releases prior to 8.1.2, a user’s access to contact centers and application groups is based on the user profile defined in the Advisors Administration module. Information in the Alert Management module and key action reports is filtered based on the user's profile definition. Beginning in Release 8.1.2, RBAC for Alert Management covers access to the module and key action reports, but not to the permissions for the data within it. Genesys recommends that you continue to use your pre-8.1.2 software release if you use Alert Management and require permissions to manage access to the data within it (that is, do not upgrade to Release 8.1.2 or later if you want to filter information contained in the Alert Management module and key action reports based on user permissions).
When WA imports contact groups from a source system, it checks each contact group in the imported data to see if it already exists in the Advisors database.
If the contact group is in the database, but not in the data being imported, WA changes the contact group in the database to Inactive
because the
source system no longer sends data for it. However, if all the contact groups for one source system are missing from the imported data,
WA does not make the contact groups in the Advisors database inactive; the contact groups that should be inactive continue to display in the dashboard
if they were rolled up, but their forecast metrics, and metrics that derived from them, display as N/A
. (CAWU-11087)
Found In: 8.1.401.04 | Fixed In: |
If you change the name of a business unit in the Genesys WFM instance, a new contact group appears in the administration module; it is important to roll up this new contact group. The contact group that has the old name, although still active in the administration module, displays only NULL values in the dashboard. (CAWU-11086)
Found In: 8.1.401.04 | Fixed In: |
WA supports only one of the following in each WA instance – WA cannot support both in one deployment:
To see correct values for multi-site activities:
WorkforceUtilization-GenesysMetricsMapping.properties
file in the Advisors/conf
directory.PERF_ITEM_FRC_CALC_ASA
to PERF_ITEM_FRC_REQ_ASA
.PERF_ITEM_FRC_CALC_SERVICE_PCT
to PERF_ITEM_FRC_REQ_SERVICE_PCT
.(CAWU-11110)
Found In: 8.1.401.04 | Fixed In: |
The Contact Center Advisor dashboard can stop highlighting the agent groups associated with an application (queue), as well as the opposite, after CCAdv runs for a number of days.
Workaround: Restart XML Generator every night.
(CAWU-11063)
Found In: 8.1.3 | Fixed In: |
In the Metric Graphing window, clustered bar graphs can overlap when several similar metrics are graphed and the displayed time period is large. Reducing the time period displayed in the graph reduces the overlap and makes the graph easier to read. (ER# 313180640, CAWU-9766)
Found In: 8.1.3 | Fixed In: |
In the Metric Graphing window, the active (selected) state of a time interval shortcut button is not always retained. When you select a time interval button to display a specific time period in the graph, and then add a metric to the graph (that is, you click the Metric Chooser button and select a metric from the lower pane of the Metric Graphing window), the time interval button can be reset (not selected) after you close the Metric Chooser pane. If this occurs, the time period displayed in the graph is also reset. (CAWU-9764)
Found In: 8.1.3 | Fixed In: 8.1.400.04 |
The structure of queries in an Oracle deployment limits the total number of objects mapped to contact groups to a maximum of 1000. This limitation does not affect SQL Server deployment. (CAWU-9609)
Found In: 8.1.300.06 | Fixed In: 8.1.300.08 |
There are English words in the German-language Workforce Advisor Help file. The English words appear in text related to a description of graph types available for use in the Metric Graphing window. The text displays correctly in German in the Metric Graphing window. (CAWU-9600)
Found In: 8.1.3 | Fixed In: 8.1.5 |
Cells in the Contact Center Advisor dashboard show metric values in bold text if an alert existed for that cell and after the threshold violation has expired.
Workaround: Log out and log in again. The bold text no longer displays for those cells.
(CAWU-9599)
Found In: 8.1.3 | Fixed In: 8.1.5 |
When Contact Center Advisor is installed on servers in a German locale, the special Contact Centers
column
is not first in the list of columns in the Agent Groups
pane of the dashboard. (CAWU-9598)
Found In: 8.1.3 | Fixed In: 8.1.5 |
You can experience display issues or receive in error a message about insufficient data points in the Metric Graphing window when you launch
the Metric Graphing window from a row in the Workforce Advisor Contact Centers or Contact Groups pane if the Application
Groups - Network CCs
Grouping is selected. (CAWU-9594)
Found In: 8.1.3 | Fixed In: 8.1.5 |
The HTML version of the Supervisor dashboard that works with accessibility software does not display the Agent Group - Contact Center
column when the Display Agent Group Contact Center Column
option is set to Yes
in the Administration module.
Consequently, if you select a network contact center, you cannot see with which agent group contact center the agent group is associated.
Workaround: To find information about relationships between agent groups and agent group contact centers, make your selections at the agent group contact center–level, not at the network contact center–level.
(CAWU-9588)
Found In: 8.1.3 | Fixed In: 8.1.5 |
When logged in to the German language dashboard, the Agentengruppen-Contact Center
column appears multiple times in the Column Chooser and you can, therefore, make it display multiple times on the Agent Groups pane. Previously, the Agentengruppen-Contact Center
column was not available for selection in the Column Chooser and was always displayed on the Agent Groups pane.
Workaround: Hide the Agentengruppen-Contact Center
on the Administration System Settings page.
(CAWU-9581)
Found In: 8.1.3 | Fixed In: 8.1.5 |
In Workforce Advisor, a user can access the JSON form data for Contact Groups and Agent Groups associated with a Reporting Region/Contact Center/Application Group hierarchy even if that user does not have permissions to view that information. (CAWU-9564, CAWU-10296)
Found In: 8.1.3 | Fixed In: 8.1.4 |
A concurrent execution of tasks in the Contact Center Advisor XML Generator can cause data to be missing from the Contact Center Advisor's
dashboard. The data will be missing from the 30 Min
and Today
columns in the Applications
and Agent Groups
panes. (CAWU-9464)
Found In: 8.1.3 | Fixed In: 8.1.5 |
Using an aggregation object name that contains an apostrophe interferes with the operation of the metric graphing window, and the metric graphing window for applications or contact groups fails to display correctly.
Workaround: Do not use apostrophes in the name of an aggregating object.
(CAWU-9291)
Found In: 8.1.3 | Fixed In: |
After the metric graphing functionality in the XML Generator reports an error, the Genesys Contact Center Advisor dashboard stops refreshing metrics until XML Generator is restarted. (ER# 303408574, CAWU-9026, CAWU-9749)
Found In: 8.1.3 | Fixed In: |
The XML Generator is not recovering entirely from loss of Oracle service when Oracle comes back online. (CAWU-8666)
Found In: 8.1.3 | Fixed In: |
Contact Center Advisor can fail to generate Alerts if the country setting of the system is not the same as that in the wrapper settings. This issue is applicable to both French- and German-language installations.
Workaround: To override the system setting in the XMLGen service wrapper, add one more JVM parameter. Run the trRecordCaAlertHistory.sql
script on the database after updating the wrapper settings.
For example:
If the country is Germany and the last additional JVM parameter was numbered 7, then you enter:
wrapper.java.additional.8=-Duser.country="DE"
If the country is France and the last additional JVM parameter was numbered 7, then you enter:
wrapper.java.additional.8=-Duser.country="FR"
After you update the wrapper settings, run the trRecordCaAlertHistory.sql
script on the database to update the trigger.
Use the following SQL script to clear the alerts that were produced before making the update:
delete hst_alert_call_center;
delete am_report_alert;
delete hst_alert;
delete alert_call_center;
delete alert;
delete threshold_violation_callcenter;
delete threshold_violation;
commit;
(CAWU-9130, CAWU-3785)
Found In: 8.1.2 | Fixed In: |
The XML Generator’s concurrent execution of GenerateThirtyMinsAndTodayTask
and MergeXMLDocumentsTask
can
cause data for the 30 Min
period and the Today
period to be empty in the dashboard for one refresh cycle. (CAWU-9014)
Found In: 8.1.2 | Fixed In: 8.1.5 |
Metric Graphing: For metrics with the same minimum and maximum values, in an open chart, reselecting Metric 1 removes Metric 2.
Workaround: Reselect the original Metric 2 after selecting different metrics for charting.
(CAWU-8889)
Found In: 8.1.2 | Fixed In: 8.1.3 |
Assigning the same agent group to applications rolled up to different network contact centers can have the following effects:
An alert intermittently appears in the Alerts Map related to the incorrect agent group contact center.
Alerts that should appear for an agent group contact center might not appear.
(CAWU-8875)
Found In: 8.1.2 | Fixed In: |
Users without access rights to regions continue to receive e-mails for Contact Group thresholds alerts in error. (CAWU-8762)
Found In: 8.1.2 | Fixed In: 8.1.3 |
Administration | System Configuration: The notification refresh rate time configured in the System Configuration pages is ignored by the Contact Group threshold alert e-mail notifications, resulting in multiple e-mails being generated. Subsequent testing shows this was an issue related to time not being synchronized between servers. You should not see this issue in a working environment. (CAWU-8755)
The Last Update Time
on the dashboard displays the message undefined
in error during dashboard loading. (CAWU-8707)
Found In: 8.1.2 | Fixed In: 8.1.3 |
Since the most recent daylight-savings time (DST) changeover, the Last Update Time
on the dashboard has been
1 hour ahead of EDT and 2 hours ahead of EST. The times are correct in the ICM_Database and on the application servers. (CAWU-8574)
Found In: 8.1.2 | Fixed In: 8.1.5 |
XMLGen no longer produces discreet files with the data that ultimately support the dashboard data; for this it now uses the
distributed cache in memory in Geronimo. This cache is distributed over each Geronimo instance in the cluster, but is not done in a directly
managed way. Therefore, each Geronimo instance in the cluster may need additional memory allocated to it, via the Xmx
parameter in file advisors-server-wrapper.conf
. The amount of additional memory will increase with the overall
size of the deployment, the number of monitored applications and agent groups, and the number of relationships between them and
the CCAdv business objects. If the deployment is a large one, Genesys recommends starting with a memory allocation of 2048 MB
to each Geronimo instance, and running them on servers where at least 4 GB of RAM can be allocated to Advisors processes. (CAWU-8553)
Found In: 8.1.2 | Fixed In: |
Data Manager loads configuration for all adapters that are available in the Advisors platform database. This results in failures when CCAdv and FA adapter instances are configured in the same Advisors platform.
Workaround: For adapters that are intended for use exclusively with CCAdv, configure the source environment field to null
in the Adapter_Instances table.
(GFA-3076)
Found In: 8.1.2 | Fixed In: 8.1.3 |
Large-Scale System Testing (LSST) performance testing of MS SQL is not part of 8.1.1 and consequently, large SQL customers (see row 4 of the table below) may be at risk. The following table shows the customer sizing categories based on the number of base objects being monitored and the daily call volume.
Size Category | Number of Agents | Number of Agent Groups | Number of Queues | Daily Call Volume |
---|---|---|---|---|
Small | Fewer than 500 | Fewer than 50 | Fewer than 50 | Of the order of tens of thousands |
Medium (1) | Fewer than 5000 | Fewer than 400 | Fewer than 1000 | Up to 500,000 |
Medium (2) | Fewer than 500 | Fewer than 400 | Fewer than 1000 | Up to 500,000 |
Large | Fewer than 30,000 | Fewer than 1000 | Fewer than 8000 | Up to 4 million |
Multi-byte languages are not supported.
Found In: 3.3, 8.0, 8.1, 8.1.1, 8.1.2, 8.1.3, 8.1.4, 8.1.5 | Fixed In: |
Contact Center Advisor XMLGen does not format numbers in the German style on a German system, when XMLGen is installed as a Windows Service.
Workaround:
UninstallXMLGen.bat
file.xmlgen
directory, edit the xmlgen-wrapper.conf
file. Change:
wrapper.java.additional.6=-Dlanguage="de"
to
wrapper.java.additional.6=-Dlanguage=de
wrapper.java.additional.7=-Duser.language=de
xmlgen
directory, run the InstallXMLGen.bat
file.delete hst_alert_call_center;
delete am_report_alert;
delete hst_alert;
delete alert_call_center;
delete alert;
delete threshold_violation_callcenter;
delete threshold_violation;
commit;
(CAWU-4374)
Found In: 8.1.101 | Fixed In: 8.1.2 |
Administration | Metrics: The label Display Over 100%
should read
Display over 100
because it applies to all values, not just
percentages. (CAWU-4352)
Found In: 8.1.101 | Fixed In: 8.1.2 |
Administration | Metrics: Changes made in the Administration UI to show values greater than 100% are cached, therefore users must log out and log in to see the effects on the dashboard of the change. (CAWU-4400)
Found In: 8.1.101 | Fixed In: |
When the Oracle Windows service runs again after an outage, the XML Generator reports errors in various functions. The errors stop after about 10 minutes. (ER# 309338537, CAWU-4370)
Found In: 8.1.1 | Fixed In: |
In a German locale with metric graphing configured to start at midnight,
a +1 hour discrepancy displays in the starting time of graphs
launched from the Contact Center
and Application
panes. (CAWU-4369)
Found In: 8.1.1 | Fixed In: 8.1.2 |
The geronimo.log of WA contains messages saying that an operation did not complete because it was sacrificed for deadlock.
Workaround: The next generation cycle of WA should succeed. If these errors occur frequently, report them to customer care.
(CAWU-4347, CAWU-4262, CAWU-2905)
Found In: 8.1.1 | Fixed In: 8.1.2 |
If the import of XML Generator times out, connections are not closed properly, resulting in sessions accumulating.
Workaround:
(CAWU-4322)
Found In: 8.1.1 | Fixed In: |
The Talking
statistic is overstated for queues when one group is mapped to
multiple queues. (CAWU-3945)
Found In: 8.1 | Fixed In: |
Performance Monitor: Applications Talking
, Queue
and Staffed
from
Now
interval metrics display zeroes for 30 Min
and Today
values,
instead of blanks. (CAWU-4078)
Found In: 8.1 | Fixed In: 8.1.2 |
In the Performance Monitor, the correct row is not selected in the Contact Centers pane table after changing grouping and re-launching the Performance Monitor window. (CAWU-4027)
Found In: 8.1 | Fixed In: 8.1.2 |
When a session expires, the Alert Management
page becomes unresponsive to filters. (CAWU-2737)
Found In: 8.0 | Fixed In: |
Agent group-to-application relationships are not being highlighted when objects go in and out of zero-suppress state; specifically, where objects that are zero-suppressed at the time relationships are harvested. Highlighting will be enabled the next time the relationship harvesting happens and the objects are out of the zero-suppressed state. (CAWU-3470)
Found In: 8.0 | Fixed In: 8.1.2 |
CISCO only: Inactive agent groups and inactive applications on the WA dashboard can display data from previous dates if the data is present at the source. (CAWU-2987)
Found In: 3.3 | Fixed In: 8.1.5 |
The average duration time of active and expired alerts is incorrect if the CCAdv/WA server and the database server are in different time zones. (CAWU-2712)
Found In: 3.1 | 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 discontinued features for this release.
Information in this section is included for international customers.
There are no internationalization issues for this product.
Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software.
The Performance Management Advisors 8.1.1 Deployment Guide describes how to configure and install the entire Advisors suite (for 8.1.1 and earlier releases).
The Performance Management Advisors 8.1.1 Contact Center Advisor & Workforce Advisor Administrator User's Guide describes how to configure your enterprise hierarchy and set up threshold rules/goals and users (for 8.1.1 and earlier releases).
The Performance Management Advisors 8.1 Deployment Guide describes how to configure and install the entire Advisors suite (for 8.1.2 and later releases).
The Performance Management Advisors 8.1 Contact Center Advisor & Workforce Advisor Administrator User's Guide describes how to configure your enterprise hierarchy and set up threshold rules/goals and users (for 8.1.2 and later releases).
The Performance Management Advisors 8.1 Contact Center Advisor and Workforce Advisor Release Advisory provides important information that applies to the Contact Center Advisor/Workforce Advisor product.
The Performance Management Advisors 8.1 Contact Center Advisor Help describes how to personalize your display of information for monitoring and root cause analysis.
The Performance Management Advisors 8.1 Workforce Advisor Help describes how to personalize your display of information for monitoring and root cause analysis.
The Performance Management Advisors 8.1 Alert Management Help describes how to manage the actions taken to resolve alerts and use the database to learn and repeat successes.
The Performance Management Advisors 8.1 Resource Management Help describes how to maintain skill levels and agents.
The Performance Management Advisors 8.1 Performance Monitor Help summarizes how to personalize your display of information for monitoring.
The Performance Management Advisors 8.1 Workforce What-If Tool Help describes and gives examples of scenarios that illustrate how to adjust resource levels to achieve optimal outcomes.
Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (produced monthly).
Note: For the DVD, the New Documents on this DVD page indicates the production date for that disc. Due to disc production schedules, documentation on the Genesys Documentation website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.