Release Note

Contents

Introduction

This release note applies to all 8.5 releases of Performance Management Advisors Frontline Advisor. The release note applies to all releases of Agent Advisor up to, but not including, release 8.5.2; Agent Advisor is discontinued starting with release 8.5.202.09.

• 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 fixes made at an earlier date, 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 the Legal Notices for Frontline Advisor and Agent Advisor (applicable to Agent Advisor up to, and including, release 8.5.101.21; Agent Advisor is discontinued starting with release 8.5.202.09). Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Frontline Advisor (FA):

• To address certain security vulnerabilities, the Jackson libraries used for JSON deserialization and the Spring Framework libraries have been upgraded. For details, see the Performance Management Advisors Platform Release Note for release 8.5.202.10.

Corrections and Modifications

There are no corrections or modifications for this release.

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Frontline Advisor.

• The Frontline Advisor supervisor dashboard has been re-designed. Changes to the dashboard include the following:

  • The configurable precision of FA metric values in the Metrics Manager (that is, the number of digits that appear to the right of the decimal point) is now reflected on the FA dashboard.
  • There is now one pane in which to view detailed information about alerts, the Team Alerts pane. The Team Alerts pane provides all the information that was previously distributed between the Agent Alerts and Team Alerts panes.
  • You can now pause the dashboard. This preempts automatic data updates until you press the Play button to resume the data flow.
  • The dashboard toolbar includes a Data Connection status indicator. The status indicator changes color when you click the Pause button on the toolbar, or when there is a problem with connectivity.
  • The dashboard displays a timestamp in the toolbar, which indicates when dashboard data was last updated. Under normal circumstances, the Frontline Advisor dashboard receives data at regular intervals, however, the timestamp changes only when there is new data to display on the dashboard. Users can check the timestamp to determine when updated data was last received. You can use the timestamp to determine the health of the data source, as well. If the timestamp does not update in a long time, check the data source to make sure that it is working correctly.
  • The dashboard now displays active alerts only.
  • Column Chooser is re-designed. The Available Metrics pane and filters are now at the top of the window. Users have the option to hide the filters in order to maximize pane size. Users select metrics for dashboard display by placing a checkmark in the metric row; the "pins" have been removed.
  • The accessible dashboard for Frontline Advisor is no longer invoked from the FA dashboard. To reach the accessible dashboard, enter its URL into the browser, as documented in the Genesys Performance Management Advisors Deployment Guide. See the Features Overview section titled "Providing a User Interface for Users with Visual Impairment".

  Detailed information about the dashboard is available in the Genesys Frontline Advisor Help.

• The Frontline Advisor supervisor dashboard is available in English, German, and French. The Help documentation is also available in those three languages.

• Improvements made to the Advisors Web services make it unnecessary to run FA Web services in the single instance, non-distributed mode. As a result, the FA deployment wizard no longer prompts you to choose between a "single instance" or "distributed mode" deployment.

• A configurable setting has been added to the FA accessible dashboard, which limits the number of agents, teams, and levels that can be displayed. The limit defaults to 1000. (GFA-4725)

• Support for Apache Tomcat 8. See the Supported Operating Environment: Performance Management Advisors page in the Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites. (PLT-6946)

• Support for Red Hat Enterprise/CentOS Linux 7 operating system. FA supports 64-bit native mode. See the Supported Operating Environment: Performance Management Advisors page in the Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.

• Support for Java 8 (that is, version 1.8). See the Supported Operating Environment: Performance Management Advisors page in the Supported Operating Environment Reference Guide for more detailed information and a list of all prerequisites.

  Note that Java version 1.7 is no longer supported starting with release 8.5.2.

• Users can navigate from Advisors dashboards to the Pulse dashboard, and from the Pulse dashboard to the Advisors dashboards, using links in the top menu navigation bar. You must specify the URL for the Pulse installation during deployment of the Advisors Platform component in order for the link to the Pulse application to display in Advisors dashboards.

Corrections and Modifications

This release includes the following corrections and modifications:

Logging for all Advisors modules is now configured in the log4j.properties file. This includes logging configuration for Frontline Advisor. Previously, you configured logging for Frontline Advisor in the FrontlineAdvisor-log4j.properties log configuration file. In addition, the log output is now logged to the advisors.log file, instead of the Frontline Advisor–specific fa_server.log file.

The Frontline Advisor supervisor dashboard no longer requires the Adobe Flash Player plugin (the re-designed dashboard is not built on Flash technology). (GFA-4622)

The FA supervisor dashboard correctly uses display names for metrics after a hierarchy reload. This correction is applicable to 8.5.2 releases only. In earlier releases, the FA dashboards might display internal, rather than user-readable, metric names after a reload of the hierarchy using the FA administration page or after the scheduled nightly refresh. (GFA-4714)

Frontline Advisor can successfully issue statistics to Advisors Genesys Adapter while agents in the FA hierarchy are being deleted from the Genesys Configuration Server. Previously, FA could get stuck if agents were deleted from the Configuration Server while FA was issuing statistics. (GFA-4712)

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This release of Frontline Advisor (FA) contains no new features or functionality and is compatible with the following Advisors components:

• Advisors Platform release 8.5.102.00
• Contact Center Advisor/Workforce Advisor release 8.5.102.00
• Advisors Genesys Adapter releases 8.5.102.00 and 8.5.102.01

Corrections and Modifications

This release includes the following correction and modification:

Frontline Advisor no longer fails to switch to the BACKUP state when started as part of a High Availability application pair. Previously, in some environments, Frontline Advisor would fail to change state during startup. (GFA-4869)

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

New in This Release

This is a hot fix for this product. This section describes new features that were introduced in this release of Performance Management Advisors Frontline Advisor and Agent Advisor.

• Subscription to hierarchy updates can be enabled and disabled using the hierarchy.dynamicUpdate.subscribe property in the FrontlineAdvisor.properties file. Valid values are true (enable subscription) and false (disable subscription). Reloading of the hierarchy during the schedule nightly refresh, or through the Administration page continues to work as normal.

Corrections and Modifications

This release includes the following correction and modification:

Deleting an agent from the Genesys Configuration Server, while Frontline Advisor (FA) is issuing statistics for that agent, will no longer trigger an unrecoverable reset of the FA aggregation process. Previously, Genesys recommended that you avoid deleting agents from the hierarchy while FA was being started/restarted or while FA was performing its scheduled nightly refresh; this is no longer necessary. (GFA-4739)

Unauthenticated requests to user session–related endpoints in Frontline Advisor will no longer fail while trying to look up user details, but will instead redirect users to the login page. (GFA-4738)

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Frontline Advisor and Agent Advisor.

• This release of Frontline Advisor is compatible with Advisors Platform release 8.5.101.21.

Corrections and Modifications

There are no corrections or modifications for this release.

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Frontline Advisor and Agent Advisor.

• Frontline Advisor (FA) includes two new privileges, FrontlineAdvisor.SupervisorDashboard.Export.canView and FrontlineAdvisor.AgentDashboard.Export.canView, that control access to the Print button. Users to whom you assign the relevant privilege can see and use the Print button on their dashboard. The Print button does not display on the dashboard for users to whom you have not assigned the appropriate privilege.

• Frontline Advisor (FA) can now display an agent's full first name and last name if the agent's first name is recorded in the Genesys Configuration Server. The display of the full first name and last name makes it easier to distinguish between two agents whose first initials and last names are identical (for example, B. Smith might be Bob Smith or Betty Smith).

  An agent's first name and last name display in the FA dashboard, the FA accessible dashboard, and on the FA administration page.

• A hierarchy.dynamicUpdate.maxBatchSize property has been added to the FrontlineAdvisor.properties properties file in the Advisors conf directory. The new property specifies the maximum number of dynamic hierarchy events to process at one time before reconciling these updates with the FA adapter(s). If there are fewer events received than the configured maximum, the updates are reconciled immediately. Specifying a maximum ensures that updates are reconciled even when large numbers of events are received continuously. The addition of this attribute is part of a larger change to improve the performance and reliability of handling dynamic hierarchy updates.

  Genesys considers the default value of 1000 to be large enough to avoid placing excessive load on the FA adapter(s), but you can increase this number if you regularly update more than 1000 objects at once in the Configuration Server.

• Advisors applications support Genesys Stat Server 8.5.1. At the time of this release, Genesys had completed testing with Stat Server release 8.5.102.

• Support for Oracle database 12c JDBC driver. See the Supported Operating Environment: Performance Management Advisors page for more detailed database information and a list of all supported databases.

Corrections and Modifications

This release includes the following corrections and modifications:

The FA process no longer terminates when attempting to open the module. Previously, in rare cases, the FA process would terminate shortly after launch of the FA module, and the module would fail to start. (GFA-4577)

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Frontline Advisor and Agent Advisor.

• The Team pane of the Frontline Advisor supervisor dashboard now includes the DN column. The DN column shows each agent's extension or ACD position in a voice environment, or, in a multimedia environment, the channel into which the agent is logged.

• The AgentState source metric now includes a filtered source metric definition that can derive information about the DN (an extension or ACD position plus the name of the associated switch) and multimedia channel, as applicable, for each logged-in agent.

• A new report metric, DN (AgentDN), is an agent state metric. Frontline Advisor uses the AgentDN report metric to provide information about the DN extension, ACD position, or multimedia channel into which each agent is logged.To display agent DN information on the FA supervisor dashboard, ensure you enable the DN (AgentDN) report metric in the Metric Manager (it is disabled, by default).

Corrections and Modifications

This release includes the following corrections and modifications:

The Frontline Advisor dashboard shows correct values in the Team pane for Agent Login Time (loginT) for agents who are in the "Logged Off" state. (GFA-4511)

In new installations, the "Time in current state" threshold violations no longer fail to trigger color-coded alerts on the Frontline Advisor and Agent Advisor dashboards. (GFA-4500)

Frontline Advisor can now support very large numbers in calculations, and no longer displays the value of a metric as a negative number in cases where the value is very large. (GFA-4319)

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Frontline Advisor and Agent Advisor.

• Frontline Advisor FA Server (that is, FA with the rollup engine) is integrated with the Solution Control Server. This module now supports the warm standby mode of operation. Warm standby is a form of high availability (HA) in which a backup server application remains initialized and ready to take over the operations of the primary server.

• Updates to the hierarchy are now dynamic. The Frontline Advisor (FA) hierarchy is monitored in real time, with structural changes being reflected almost immediately in the dashboards rather than requiring a 24-hour refresh cycle or a manual hierarchy reload.

• Frontline Advisor and Agent Advisor include an Agent Skills metric. Agent Skills is an agent state metric; it is a default raw report metric with no corresponding source metric. The metric is not associated with a specific channel. The Agent Skills metric provides the list of configured skills for each agent and the skill levels. Agent Skills is enabled by default.

  The Frontline Advisor server retrieves the list of skills and skill levels for each agent from the Configuration Server. The names of skills display in the supervisor and agent dashboards exactly as an administrator entered them in Configuration Manager or Genesys Administrator.

  Use the Skill filter at the top of the Team pane in the supervisor dashboard to filter the list of agents by agent skill. Enter a skill in the filter field, either the full or a partial skill name, and click the Search icon or press Enter on your keyboard; the Team pane displays only agents who have that skill. Visibility of the Agent Skills metric column has no effect on the ability to search for agents by skill. The Skill filter searches the list of agent skills even if the Agent Skills metric column is hidden from display based on settings in the Column Chooser.

To support the Agent Skills metric, you must manually add a new business attribute value to the Frontline Advisor metrics list in the Configuration Server: FrontlineAdvisor.Agent.All.AgentSkills.

• The Source Metrics manager shows Interaction-related actions, available in the Main Mask and Relative Mask drop-down menus when you create a new source metric.

• Advisors support Genesys intelligent Workload Distribution (iWD) metrics for agent activity. The following iWD metrics are available:

  • WorkItemOffered
  • WorkItemAccepted
  • WorkItemRejected
  • WorkItemTerminated
  • WorkItemProcessed
  • WorkItemTimedOut
  • WorkItemTransfersMade
  • WorkItemProcessingTime
  • WorkItemAverageProcessingTime
  
  The supported metrics do not include iWD datamart metrics.

• Advisors dashboards support the following browsers:

  • Mozilla Firefox 24.x
  • Microsoft Internet Explorer 10
  • Microsoft Internet Explorer 11
  • Google Chrome 35

• Dashboards are available in English, French, or German.

• In the Report Metrics manager, use the Language drop-down list when creating or editing metrics to specify your language preference for the metric display name and description: English, French, or German.

• Advisors support Oracle 12c databases.

• Advisors support Microsoft SQL Server Cluster.

• Advisors support Microsoft SQL Server 2012.

Corrections and Modifications

This release also includes the following correction and modification:

The formula for AverageWrapTime has changed from [TotalWrapTime] / [InboundCallsHandled] to [TotalWrapTime] / [ACWStatus]. Unlike InboundCallsHandled, ACWStatus considers only handled calls that have after call work. This might impact the average value. (GFA-4265)

Metric applicability changes are now propagated during the overnight refresh of Frontline Advisor. The metric applicability update might take up to 30 minutes to complete. Previously, a restart of the FA Platform server was required to propagate changes. (GFA-4211)

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in this release of Performance Management Advisors Frontline Advisor and Agent Advisor.

• You can create custom agent report metrics using capacity rules. Capacity rules define an agent�s ability to handle multiple, simultaneous interactions of differing media types on both single-media and multimedia DNs. These custom report metrics can track:

  • maximum interactions
  • routable interactions
  • current interactions

• You can enable or disable FA report metrics by time profile using the Report Metrics manager. You continue to use the FA time profile configuration field in the FA administration Settings tab to configure the time profile durations, as well as to disable a time profile at the FA module level.

• You can configure whether or not the Time in Reason code part of the Reason code metric displays on the dashboard.

Corrections and Modifications

This release also includes the following corrections and modifications:

On the Thresholds tab in the Frontline Advisor administration page, users now see thresholds only for state metrics to which they have access permissions, and no metrics display with a short name of "Not displayed". (GFA-4266)

It is no longer necessary to click the Reload button after enabling or disabling time profiles in the FA administration page to ensure metrics display on the dashboard. (GFA-4205)

Changing an operand in the expression for a report metric from an unfiltered source metric to a filtered source metric now updates immediately. Previously, in an environment where FA and CCAdv/WA were deployed on the same platform database, such a change would not propagate until the overnight refresh. Alternatively, you had to restart XML Generator to force the change to take effect before the overnight refresh. (GFA-4203, PLT-5926)

If metric applicability is configured on all of the agents of the FA hierarchy, metrics in the Default metric group are considered applicable to agents, as well as the metrics in the configured metric groups. Previously, only metrics from the configured metric groups were considered applicable to the agents. (GFA-4202)

If you have a metric that is not applicable to any agent, simply disable the metric; do not place a metric in an unused metric group to disable it. (GFA-4201, GFA-4146)

FA metrics EmailInProcess and ChatInProcess are now point-in-time metrics. These metrics were previously historical metrics. (PLT-6100)

Top of Page

Supported Operating Systems

The operating systems supported by this release are listed in the Contents, above.

NOTE: There is one Installation Package (IP) for Advisors. The OS Group on your software DVD might indicate "Windows", but the installation file can be used on either a Windows platform or a Linux platform.

Supported Languages

The following table lists the languages supported by this release.

New in This Release

This release is under shipping control. This section describes new features that were introduced in the initial 8.5 release of Performance Management Advisors Frontline Advisor and Agent Advisor.

• In the Administration module:

  • The Source Metrics section provides a user interface for maintaining statistic-type definitions from Stat Server.
  • On the Report Metrics page, Agent is an option for the Object type. Report metrics can be created for the Agent object.
  • The Report Metrics page allows you to enable any disabled metric on this page.
  • The Metric Manager enables users to define a display name for a Frontline Advisor (FA) metric; when defined, the display name appears on the FA dashboard, in the Column Chooser, on the Administration Thresholds tab, and on the Administration Rules tab. You can define metric descriptions and display names in English or German. Metric display names can be up to 128 characters long.
    Note that the latest Frontline Advisors release that supports French is 8.1.401. Release 8.5.0 does not support French.

• Support for Red Hat Enterprise Linux 6.0 64-bit native.

• Support for Windows 8 64-bit Native.

• Support for Windows Server 2012 64-bit native.

Corrections and Modifications

This release includes the following corrections and modifications that were made between Release 8.1 or earlier releases and the initial 8.5 release:

The Refresh button has been removed from the Frontline Advisor dashboard.

Restarting an adapter (either Advisors Genesys Adapter (AGA) or Advisors Cisco Adapter(ACA)) to which Frontline Advisor (FA) connects no longer necessitates restarting the application server running Frontline Advisor. When an adapter is restarted, the server running the FA aggregation engine begins an internal restart process. When all adapters are back online, the restart process can complete and the application then resumes normal operation. (GFA-3763)

Top of Page

Known Issues and Recommendations

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

Multi-byte languages are not supported.

You must use Genesys Configuration Manager to add or edit privileges associated with roles, and to edit permissions associated with folders such as the Applications folder.

If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.

Currently, there is no Print button available for the Frontline Advisor dashboard.

The removal or addition of agents within a team might not be reflected in the Frontline Advisor dashboard Team pane while you are viewing that team.

Workaround: Either reload the dashboard, or select a different team in the Hierarchy pane to refresh the Team pane, and then select the original team again.

(GFA-4981)

There is the possibility that database inconsistencies will occur in the persisted Frontline Advisor (FA) rules configuration as the result of adding or updating rules applied to the FA hierarchy while the FA hierarchy is being modified.

Workaround: If possible, avoid updating FA rules while the FA hierarchy is being updated.

(GFA-4960)

Most metrics without calculated values will be displayed as having the dash ("-") value on the Frontline Advisor (FA) dashboard. There is currently no distinction between metrics that are not applicable to their associated object (normally displayed with value "N/A") and metrics that have no value for any other reason (displayed with the value "-"). (GFA-4907)

The Frontline Advisor (FA) accessible dashboard might fail to load successfully while the FA hierarchy is being modified.

Workaround: Users can try reloading the accessible dashboard at a later time. You might find it helpful to adjust permissions to the FA hierarchy such that the dataset on the accessible dashboard is smaller. In that scenario, data is returned faster, which can reduce the likelihood that this issue will occur.

(GFA-4816)

The Frontline Advisor (FA) dashboards might display internal, rather than user-readable, metric names after the hierarchy has been reloaded using the FA administration page or after the scheduled nightly refresh.

Workaround: Reload the current page in your Web browser.

(GFA-4714)

For Advisors installations using new (not migrated) databases, metrics for the default (10min) time profile might not appear in Frontline Advisor even though the time profile looks like it is enabled.

Workaround: Make any change to the time profile configuration in the Frontline Advisor administration page and save it. After making and saving a change, the metrics for your currently-configured time profiles display correctly.

(GFA-4627)

Frontline Advisor hierarchy changes might be applied inconsistently when adding or removing agents from the same parent elements multiple times while the hierarchy is being reloaded (manually or during the nightly reload).

Workaround: If you find an inconsistency in the hierarchy, Genesys recommends reloading the hierarchy – either manually or by waiting for the nightly reload. It is best to do the hierarchy reload when there is a low volume of changes being applied to the hierarchy.

(GFA-4626)

If you add, remove, or move agent groups in the Frontline Advisor hierarchy in Genesys Configuration Server, the changes might not be automatically reflected in the Hierarchy pane of the supervisor dashboard.

Workaround: In the supervisor dashboard, reload the page you are currently viewing to refresh the dashboard with the most up-to-date hierarchy information.

(GFA-4623)

The Frontline Advisor administration page requires that you confirm the changes you want to apply by clicking OK in the confirmation dialog boxes. When prompted with these dialog boxes, some browsers offer you the option to disable them. Genesys recommends that you keep these confirmation dialog boxes enabled. If you disable these dialog boxes (either manually or using browser extensions), you cannot confirm your changes in Frontline Advisor administration and, as a result, changes are not applied. If your changes have not been applied because you did not confirm them in dialog boxes, reload the Frontline Advisor administration page and/or disable any browser extensions or browser configuration that suppresses the confirmation dialog boxes. (GFA-4611)

Frontline Advisor (FA) might get stuck while issuing statistics to Advisors Genesys Adapter (AGA) if agents in the FA hierarchy are deleted from the Genesys Configuration Server while issuing these statistics. This problem can be largely avoided if the deletion of agents from the hierarchy is performed only when FA is not being started/restarted or performing its scheduled nightly refresh.

Workaround: Attempt to reload the hierarchy manually through the FA administration page, or restart Frontline Advisor.

(GFA-4712)

Requests made to the Frontline Advisor administration page might take a long time to complete for some operations such as reloading the hierarchy, updating time profiles and thresholds, and so on. You might not be notified that these operations completed successfully or you might see error messages if the request connection is closed by Apache or some other intermediary application before the operation completes. To avoid this situation, ensure that Apache – and any other component that routes requests to FA (for example, load-balancers, proxies, networking components, and so on) – does not close the connection prematurely.

To adjust the timeout for requests made through Apache, Genesys recommends that you add a Proxypass entry for the FA administration module. In the Apache httpd.conf file, add or update the following entry to include an additional timeout attribute. Note that you must add this entry before other FA ProxyPass entries in order for the timeout to be correctly applied:
ProxyPass /fa/com.informiam.fa.admin.gwt.AdminConsole/ ajp://IPAddress:8009/fa/com.informiam.fa.admin.gwt.AdminConsole/ timeout=86400

NOTES

• In the example above, IPAddress is a placeholder that refers to the IP address of the system running Frontline Advisor.
• Apache must be restarted for the change to take effect.
• The value of 86400 changes the timeout to 24 hours, which is typically long enough for the server to respond. You can change the timeout value, but do so only after consultation with the Genesys support team.

If you continue to experience connection loss while making requests to the FA administration page, check the configuration of other components involved in routing the requests and refer to component-specific documentation for information about adjusting the appropriate timeouts.

(GFA-4531)

An Advisors server that is controlled by Solution Control Server can set its application's status to Service Unavailable in the Solution Control Interface (SCI). If that Advisors server does not have a backup application configured for warm standby, then the status of Service Unavailable will remain in the SCI even if the Advisors server recovers to function normally on subsequent processing cycles.

To reset the status:

1. On the system running the Advisors server, kill the server's OS process.
2. From the SCI, restart the Advisors server.

The Frontline Advisor dashboard (Team pane) shows illogical Agent Login Time (loginT) values for agents who are in the "Logged Off" state. (GFA-4511)

In new installations, the "Time in current state" threshold violations fail to trigger color-coded alerts on the Frontline Advisor and Agent Advisor dashboards.

Workaround: Apply the following command to the Advisors Platform database:

• MSSQL:
  Update METRICS_2 SET THRESHOLD_SET='Y' WHERE METRIC_ID=11040;
EXEC spRefreshFAMViews;
• ORACLE:
  Update METRICS_2 SET THRESHOLD_SET='Y' WHERE METRIC_ID=11040;
COMMIT;

(GFA-4500)

Frontline Advisor might trigger a failover to its warm standby backup if you add large numbers of agents, or if you enable additional time profiles in configurations with a large number of agents. Changes that do not significantly impact the rollup engine processing time are unlikely to trigger this failover. If running Fronline Advisor without a warm standby backup configured, there should be no impact to the application's operation.

Workaround: Making large configuration changes is best done during maintenance downtime periods where failover will not negatively impact operations if it occurs, or where FA can be restarted afterwards.

(GFA-4497)

The iWD metrics such as Processing Time iWD, Avg Processing Time iWD, and any metric with a format type of "Time", display time length values on the Frontline Advisor (FA) accessible dashboard as a duration in seconds. The regular FA dashboards display these same metrics in the standard hh:mm:ss format. (GFA-4478)

Workaround: Run the following SQL statement against the Advisors Platform database to add the Show Time in Reason Code enable/disable option to the Settings tab of the FA administration page:
INSERT INTO FA_SETTINGS
(SETTINGID,SETTINGNAME,SETTINGVALUE,SETTINGDESCRIPTION,SETTINGTYPE) VALUES (4,'Show Time in Reason Code',1,'Show or hide time in reason code for an agent.',NULL);

If you are doing a fresh 8.5.001 install, instead of migrating, the Show Time in Reason Code enable/disable option appears on the FA administration page.

(GFA-4352)

Frontline Advisor might show the value of a metric as a negative number in cases where the value is very large. (GFA-4319)

On the Thresholds tab in the Frontline Advisor administration page, users might see thresholds for state metrics to which they do not have permission. Some unnamed metrics with a short name of "Not displayed" might be included in this list; the FA dashboard is unaffected. (GFA-4266)

Thresholds for custom "current"/point-in-time time profile metrics are not evaluated and do not trigger alerts. Default (out-of-box) "current"/point-in-time time profile metrics thresholds continue to work as expected. (GFA-4212)

Metric applicability changes are not propagated during the overnight refresh of Frontline Advisor.

Workaround: Restart the FA Platform server.

(GFA-4211)

Starting in release 8.5.0, you no longer deploy a separate schema for SQL server. FA uses the Platform schema to store all relevant content. Thresholds and rules configuration is lost during migration to release 8.5.000. Use the custom script for migration to the initial 8.5.0 software release, which is provided outside the IP, or you can recreate thresholds and rules manually. (GFA-4206)

After enabling or disabling time profiles in the FA administration page, the dashboard does not display any metrics. Clicking the Reload button on the time profiles tab in the FA administration page should reload the metrics. (GFA-4205)

If you edit a report metric and change the expression from an unfiltered source metric to a filtered source metric, the change will not be properly propagated even if you restart the platform server.

Workaround: In an environment where FA and CCAdv/WA are deployed on the same platform database, wait for the overnight refresh to happen. The change will be automatically propagated at that time without any manual intervention. If immediate propagation is required, then restart XML Generator.

(GFA-4203, PLT-5926)

If metric applicability is configured on all of the agents of the FA hierarchy, then only metrics from the configured metric groups are considered applicable to the agents, and any metric that is part of the Default metric group is not considered applicable.

Workaround: Pick at least one agent from the hierarchy, and do not configure the Advisors Metric Groups section on the Annex tab of that agent.

(GFA-4202)

If there are a number of metric groups configured in Metric Manager, but those metric groups are not configured on any of the agents in the FA hierarchy, then this is considered an incomplete configuration for FA metric applicability; the metrics on such metric groups are considered as applicable for all agents. Therefore, whenever metrics are in specific metric groups, make sure those metric groups are also configured on agents, as needed.

If a configured metric group is removed from all agents in the hierarchy, make sure to either unassign such metrics from that metric group by placing the metric back in the Default metric group, or disable those metrics if the intention is to not make those metrics applicable to any of the agents. (GFA-4201, GFA-4146)

When Frontline Advisor (FA) is restarted without restarting the Advisors Genesys Adapter, only changes reported by Stat Server from the moment FA is restarted are shown. The dashboard accounts for changes only for the activities that have changes that started after the moment of restart. To force the dashboard to reset so it will display the entire snapshot of statistics, all AGA instances must be restarted whenever FA is restarted. (GFA-4181, GFA-4112)

Top of Page

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.

Performance Management Advisors Agent Advisor is discontinued.

Support is discontinued for Java 7.

Support is discontinued for Microsoft SQL Server 2005.

Support is discontinued for Microsoft Windows Server 2000.

Support is discontinued for Microsoft Windows Server 2003.

Support is discontinued for Microsoft Windows XP.

Top of Page

Internationalization

Information in this section is included for international customers.

There are no internationalization issues for this product.

Top of Page

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 Deployment Guide first.

• The Performance Management Advisors 8.5 Deployment Guide describes how to install and configure all Advisors suite components.

• The Performance Management Advisors 8.5 Frontline Advisor Administration User's Guide describes how to perform system administration functions for Frontline Advisor.

• The Performance Management Advisors 8.5 Frontline Advisor & Agent Advisor Release Advisory provides important information that applies to the Frontline Advisor/Agent Advisor product.

• The Performance Management Advisors 8.5 Frontline Advisor Manager Help describes how to perform manager functions for Frontline Advisor.

• The Performance Management Advisors 8.5 Frontline Advisor Agent Help describes how to perform agent functions for Frontline Advisor.

• The Genesys Migration Guide contains a documented migration strategy for each software release. Please refer to the applicable portion of the guide, or contact Genesys Customer Care for additional information.

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

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.

Top of Page