Release Note

Contents

Introduction

This release note applies to all 8.1 releases of Workforce Management Web for the Italian market.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Manual.
• 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 Read Me. Please contact your technical support representative if you have any questions.

Supported Operating Systems

New in This Release

This is a generally available release for the Italian market. This localization is based on Workforce Management Web 8.1.000.35. Modifications to this software component in later software versions are not supported in this localized version.

Corrections and Modifications

This release contains no corrections or modifications.

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following correction and modification:

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

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.1 release of Workforce Management Web.

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

Corrections and Modifications

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

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

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

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

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

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

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

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

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

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

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Known Issues and Recommendations

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

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

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

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

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

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

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

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

These instructions assume that Tomcat is the servlet runner:

If Tomcat is run as a service:

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

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

If Tomcat is run from the command line:

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

The Contact Center Performance Report does not display newly created or modified Activity Groups.
Workaround: After creating/modifying activity groups in WFM Configuration Utility, restart WFM Server. (ER# 268302105)

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

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

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

If intra-day granularity is used in the Workforce Performance report, and the user selects several days to be reported on, the deviation information is incorrect in some cases—deviation of headcount is summed for consecutive days. On the last day in the range, the last time step is duplicated, causing a possible increase in the deviation values for the last day in the report. In all other cases, the report is generated correctly.

If deviation values are important to you, use this workaround: generate the Workforce Performance report separately for each day, using intra-day granularity. (ER# 260630159)

If a Multi-site Activity (MSA) has no child activities attached, or there are no agents who are skilled to work on child activities, then editing the time-off limits for this MSA may not work correctly with various issues. (ER# 255526211, 255526195, 255526168, 255526161)

When an agent adds a full-day exception to her schedule, the default values of Start Time and End Time display the value 0:00. These values should be blank (empty), as they appear in the Supervisor's view of the schedule. (ER# 254731444)

In the Other Schedules view, the width of the columns Agent Name, Site, and Team can not be changed to reveal a wide value.

Workaround: Move the cursor into a cell and the full value will display. (ER# 254640051)

Some Y-axis labels for graphs in the Schedule Coverage views may be truncated on the left side. However, graphs with complete and correct labels can be copied into the clipboard by clicking the left mouse button on the chart and choosing Copy from the menu. (ER# 254597925)

The name of an agent's full-day time-off type is blank in the Trading Schedules view, even though the the start/end time and paid hours of the agent's time-off time or vacation is specified. (ER# 254579631)

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

Manage overtime as a Marked Time item is now in the WFM Web Policies module, not in WFM Configuration Utility. (ER# 254479339)

The date selection control in the Master Schedule Overtime Requirement view may show an improper date after a user clicks Refresh, if the view has unsaved changes and the user cancelled Refresh at the Verify dialog box. However, the data in the grid is shown correctly. (ER# 251176611)

In the weekly view for the day when a certain activity is closed, if a user enters an overtime requirement daily value, WFM Web distributes the value to time steps. In the monthly view, the total value is correctly ignored for dates when the activity is closed. (ER# 248560381)

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued features in this release of Workforce Management Web.

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Internationalization

Information in this section is included for international customers.

There are no known internationalization issues in this release.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Technical Support website. The following documentation also contains information about this software. Please consult the Administrator's Guide first.

• Workforce Management 8.1 Administrator's Guide introduces the product, presents its architecture, offers deployment-planning recommendations and considerations, explains how to configure and install the WFM 8.1 components, explains how to start and stop all components, explains how to use the WFM Database Utility, provides troubleshooting suggestions, and includes a list of WFM-specific terms and their definitions.

• Workforce Management 8.1 Configuration Utility Help explains how to use the WFM Configuration Utility to set up WFM objects (such as sites, time zones, and Agents) and constraints (such as security settings, working hours, and time-off  rules).

• Workforce Management 8.1 Web for Supervisors Help explains how to use the Supervisor web interface to create forecasts and schedules, make schedule and staffing changes, and to track Agent real-time adherence and contact center performance. WFM Web for Supervisors also contains the WFM reporting functions.

• Workforce Management 8.1 Web for Agents Help explains how to use the Agents web interface to check agent schedules, request time off and working hours, adjust other preferences, and make schedule trades with other Agents.

Product documentation is provided on the Technical Support website, the Genesys Documentation wiki, and the Documentation Library DVD (produced monthly) or the Developer Documentation CD.

Note: For the DVD/CD, the New Documents on this DVD/CD page indicates the production date for that disc. Due to disc production schedules, documentation on the Technical Support website may be more up-to-date than what is available on disc immediately after a product is released or updated. To determine the version of a document, check the version number that is located on the second page in PDFs or on the About This File topic in Help files.

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