Release Note

Workforce Management Server

8.1.x

Genesys Telecommunications Laboratories, Inc. 2011–2016

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.301.09 [03/31/16] Hot Fix
 
 
 
 
 
X
8.1.301.08 [12/21/15] Hot Fix
 
 
 
 
 
X
8.1.301.07 [12/11/15] Hot Fix
 
 
 
 
 
X
8.1.301.06 [08/03/15] Hot Fix
 
 
 
 
 
X
8.1.301.05 [04/10/15] General
 
 
 
 
 
X
8.1.300.26 [01/26/15] Hot Fix
 
 
 
 
 
X
8.1.300.25 [12/02/14] Hot Fix
 
 
 
 
 
X
8.1.300.24 [04/04/14] General
 
 
 
 
 
X
8.1.201.34 [04/30/15] Hot Fix
 
 
 
 
 
X
8.1.201.32 [12/19/14] Hot Fix
 
 
 
 
 
X
8.1.201.31 [06/16/14] Hot Fix
 
 
 
 
 
X
8.1.201.30 [05/20/14] Hot Fix
 
 
 
 
 
X
8.1.201.29 [04/04/14] Hot Fix
 
 
 
 
 
X
8.1.201.28 [12/25/13] Hot Fix
 
 
 
 
 
X
8.1.201.26 [12/18/13] Hot Fix
 
 
 
 
 
X
8.1.201.25 [12/04/13] Hot Fix
 
 
 
 
 
X
8.1.201.21 [10/23/13] Hot Fix
 
 
 
 
 
X
8.1.201.20 [10/18/13] Hot Fix
 
 
 
 
 
X
8.1.201.18 [10/09/13] General
 
 
 
 
 
X
8.1.201.16 [08/21/13] Hot Fix
 
 
 
 
 
X
8.1.201.10 [03/22/13] General
 
 
 
 
 
X
8.1.100.36 [02/10/15] Hot Fix
 
 
 
 
 
X
8.1.100.34 [04/02/14] Hot Fix
 
 
 
 
 
X
8.1.100.33 [01/23/14] – Hot Fix
 
 
 
 
 
X
8.1.100.31 [08/06/13] – Hot Fix
 
 
 
 
 
X
8.1.100.30 [05/21/13] – Hot Fix
 
 
 
 
 
X
8.1.100.28 [11/09/12] Hot Fix
 
 
 
 
 
X
8.1.100.25 [09/05/12] Hot Fix
 
 
 
 
 
X
8.1.100.22 [07/11/12] Hot Fix
 
 
 
 
 
X
8.1.100.20 [04/27/12] General
 
 
 
 
 
X
8.1.000.66 [01/15/15] Hot Fix
 
 
 
 
 
X
8.1.000.64 [03/30/12] Hot Fix
 
 
 
 
 
X
8.1.000.62 [02/10/12] General
 
 
 
 
 
X
8.1.000.61 [11/11/11] Hot Fix
 
 
 
 
 
X
8.1.000.60 [10/26/11] Hot Fix
 
 
 
 
 
X
8.1.000.59 [10/14/11] Hot Fix
 
 
 
 
 
X
8.1.000.58 [09/19/11] Hot Fix
 
 
 
 
 
X
8.1.000.57 [09/09/11] General
 
 
 
 
 
X
8.1.000.56 [08/25/11] Hot Fix
 
 
 
 
 
X
8.1.000.53 [07/12/11] General
 
 
 
 
 
X

Link to 8.0 Product Release Note (Cumulative)
Known Issues and Recommendations
Discontinued Support
Internationalization
Additional Information


Introduction

As of February 1, 2012, Genesys is no longer an affiliate of Alcatel-Lucent; any indication of such affiliation within Genesys products or packaging is no longer applicable. Please see the Genesys website at http://www.genesys.com for more details.

This release note applies to all 8.1 releases of Workforce Management (WFM) Server.

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 Genesys Customer Care representative if you have any questions.


Release Number 8.1.301.09 [03/31/16] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


Under the following conditions, paid time off is now deducted only once from the time-off balance and now appears in the Time Off Management Report correctly:

Previously in this scenario, paid time-off was deducted twice. (WFM-25467)


Top of Page


Release Number 8.1.301.08 [12/21/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


WFM now checks Granted Time-off types to determine whether they are already scheduled in a previous day's overnight shift. Previously, these Time-off types were not checked and were incorrectly deducted twice from the Time-off balance. (WFM-25108)


Top of Page


Release Number 8.1.301.07 [12/11/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


The Scheduled status of Calendar Exception items is now always resolved correctly. Previously, the resolved status of Calendar Exception items sometimes changed suddenly from Scheduled to Not Scheduled after other Calendar items were published to the schedule if the corresponding Exception schedule states overlapped Meals or Breaks in the schedule. (WFM-25029)


Top of Page


Release Number 8.1.301.06 [08/03/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


Profiles are now visible in the Schedule Scenario Intra-Day View. Previously Profiles were not visible in the Schedule Scenario Intra-Day View when the Schedule Scenario contained only Profiles. (WFM-23469)


Top of Page


Release Number 8.1.301.05 [04/10/15] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

There are no restrictions for this release. The following new feature and functionality is introduced in this release of Workforce Management Server.

Corrections and Modifications

This release includes the following corrections or modifications:


WFM Server now uses the client-side cursor settings for Oracle database operation for notifications. For a complete description of this issue, see WFM-21685. (WFM-21704)


WFM Server now builds Forecast Prediction Data using the Universal Modelling Engine with Forecast events without producing an error about its inability to build the Forecast with the given parameters. For a complete description of this issue, see WFM-21702. (WFM-21705)


WFM Server now excludes days in the Adherence Team Totals Report when the Exclude days without shift option is selected and no agents in a team have a shift scheduled. Previously, WFM Server included days without shifts in the report when the Exclude days without shift option was selected, even though they did not count towards the totals. (WFM-22924)

Multi-Site Activities are now created and saved successfully in localized versions of WFM Web. Previously, new Multi-Site Activities could not be saved in certain localized versions of WFM Web. (WFM-22985)


WFM Server now successfully retrieves the Schedule History in Schedule Intra-Day. Previously, WFM Server failed to retrieve the Schedule History and an Internal Server Error message was returned if the selected date was the same as the start or end date for Daylight Savings Time (DST). (WFM-22987)


The Extract, Transform, and Load (ETL) WFM_ADH_AGENT_TIMESTEP table that stores Agent Adherence Totals for 15-minute time-step granularity now contains correct values in all columns. Previously, the WFM_SCHEDULE_DURATION and WFM_OUT_SCH_NON_ADH_DURATION columns sometimes displayed incorrect values, which caused a mismatch between the summed-up values for 24 hours and the corresponding 24-hour aggregated values stored in the WFM_ADH_AGENT_DAY table. (WFM-22988)


WFM Server now updates the Actual group of Activity Performance statistics in the ETL Database for the current day. Previously, WFM Server did not update these statistics in the ETL Database if the corresponding Activities Schedule, Forecast, or Activity Configuration statistics did not change. (WFM-22990)

The name of the Team is now always displayed in the Schedule Scenario Intra-Day view. Previously, the Team Name column was sometimes empty if the selected Teams in the Agent tree included Teams that were fully selected and other Teams that were only partially selected. (WFM-22991, WFM-22992)


Teams that are based on profiles are now correctly displayed in the agent selection tree in the Schedule Intra-Day and Weekly views. Previously, profile-based teams sometimes did not appear in the agent selection tree. (WFM-22993)


WFM Server no longer processes wait-listed Time-Off requests that are over the limit as Granted. Previously, WFM Server incorrectly granted wait-listed Time-Off requests that were over the limit if the schedule data tables were temporarily inaccessible due to database maintenance activities occurring while the wait-list was being processed. (WFM-22994)


Users can now generate the Agent States Report when generating all other WFM Reports. Previously, when generating WFM Reports, if the user did not have access to all Sites under the Business Unit, the Agent States Report was not generated. (WFM-22995)


WFM Server is more robust and can now receive several malformed sequential requests on the same TCP/IP socket without terminating. Previously, the server sometimes silently terminated after receiving many of these requests on the same socket. (WFM-22996)


The WFM API function ApplyCalendarItemsAsync that is used to apply Calendar items to existing schedules no longer returns an error if the targeted agents had no schedules published within the specified date range. Previously in this scenario, the ApplyCalendarItemsAsync function incorrectly returned an Invalid Target Specified error. (WFM-22997)


WFM Server performance is now improved when agent data is loaded after an entire Business Unit is selected. Previously in this scenario, WFM Server was slow when loading agent data when Oracle database was used. (WFM-22998)


WFM Server's performance is now improved and no longer slow to open and scroll Schedule Scenarios when the database contains a large number of Agent Profiles. (WFM-22999)


WFM Web now correctly displays Activity Performance data for the Site, even when there are more than a thousand Activities configured per Site. Previously, WFM Server failed to retrieve the Activity Performance data and a database error was returned under the following conditions:

(WFM-23007)


WFM Server now includes all non-Adherence states for overnight shifts in the Adherence Report. Previously, when there was a Full-Day Schedule the following day, some non-Adherence states for overnight shifts were missing. (WFM-23015)


Rotating Pattern Activities are now displayed correctly. Previously, Rotating Pattern Activities could disappear after migration from 7.6 version or if the week order of the multi-week Rotating Pattern was changed. (WFM-23018)


Top of Page


Release Number 8.1.300.26 [01/26/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now inserts Time-Off items in the Calendar much faster. Previously, it would sometimes take more than a minute if the Configuration Audit contained a large number of records. (WFM-22518)


Top of Page


Release Number 8.1.300.25 [12/02/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


Users can now delete Time-Off items while viewing them in a timezone, other than the Site timezone. Previously in this scenario, when users attempted to delete a Time-Off item, WFM Server sometimes returned an internal error with no description or terminated unexpectedly. (WFM-22249)


Top of Page


Release Number 8.1.300.24 [04/04/14] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


The WFM Server Application configuration option EAEAdvancedTrends, found in the ForecastService configuration section, turns on monthly trends support. When this option is set to ON the EAE calculates the forecast taking monthly trends (or patterns) into account. (WFM-20033)


WFM Server now correctly handles Rotating Patterns that have no assigned weeks when Calendar items are requested. Previously, attempting to retrieve agents that were assigned to empty Rotating Patterns in the Calendar prompted an Internal Server Error. (WFM-20121)


WFM Server now correctly sorts by team in Schedule Intra-Day after the Schedule States filter is applied . Previously in this scenario, the teams were sorted incorrectly after the filter was applied. (WFM-20156)


WFM Server now display a warning message when Contracts and Rotating Patterns that include assigned agents from inaccessible teams are configured or deleted, and then saved. Previously in this scenario, no warning message appeared. (WFM-20947, WFM-20950)


WFM Server now displays the correct wait-list number in the Web for Agents Time-Off view. For agents, the wait-list number indicates the number of time-off requests in the queue that have wait-list flags. This number is calculated by taking all Time-Off requests that are related to the agent's Time-Off request from:

  1. All agents that work on the Activities within the same Multi-Site Activity as the agent making the request (but on Activities, different from the requesting agent's).
  2. All agents that are in the same site as the agent requesting the time off.

Previously, WFM Server would sometimes display the indicator incorrectly by taking Time-Off requests from other sites, when the agent had no Activities related to Multi-Site Activities.

Note: The wait-list indicator is not a limit. (WFM-21410)


Top of Page


Release Number 8.1.201.34 [04/30/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following corrections or modifications:


WFM Server is now more robust and can receive several malformed, sequential requests on the same TCP/IP socket. Previously in this scenario, before its robustness was improved, WFM Server sometimes silently terminated. (WFM-22786)


WFM Server now processes unused bonus hours correctly, with no time-off balance reporting discrepencies. Previously, there were discrepencies in used bonus hours in time-off balance reporting if bonuses had no end time and the Time-Off Management Report or Time-Off Balance Report periods were longer than 6 weeks. (WFM-23078)


Top of Page


Release Number 8.1.201.32 [12/19/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


The scheduled work of multi-skilled agents is now correctly distributed between multiple Activities. Previously, when the minimum requirement for Activities was set and it was lower than the calculated requirement, with significantly different distribution, the scheduled work of multi-skilled agents could be incorrectly distributed between Activities, causing overstaffing on some Activities and understaffing on others. (WFM-21977)


Users can now generate the Agent States Report with all other WFM Reports. Previously when generating WFM Reports, if the user did not have access to all Sites under the Business Unit, the Agent States Report was not generated. (WFM-22326)


Top of Page


Release Number 8.1.201.31 [06/16/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following correction or modification:


In multi-server environments, Forecast or Schedule scenarios that are created on one WFM Server are now detected by all other WFM Servers within the environment. Previously, these scenarios were not detected by some WFM Servers and users could not see them on instances of WFM Servers that were selected by the load balancer. (WFM-21797)


Top of Page


Release Number 8.1.201.30 [05/20/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. There are no new features or functionality introduced in this release.

Corrections and Modifications

This release includes the following corrections or modifications:


WFM Server now uses the client-side cursor settings for Oracle database operation for notifications. Previously, when WFM was deployed with an Oracle database and schedule or calendar change notifications were enabled, WFM Server sometimes stopped responding. This issue was due to a defect in the Oracle Client driver, which got stuck when Oracle was retrieving results of the query that were based on database function and when the cursor was used on the server-side. (WFM-21685)


WFM Server now builds Forecast Prediction Data using the Universal Modelling Engine with Forecast events without producing an error about its inability to build the Forecast with the given parameters. Previously, when events from the same factor had a start time other than 12:00 am, an exception might have occurred, preventing the use of the All Applicable Events option. Forecasting would function as normal if these events were not selected. (WFM-21702)


Top of Page


Release Number 8.1.201.29 [04/04/14] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now displays the correct wait-list number in the Web for Agents Time-Off view. This issue is also fixed in 8.1.300.24. For a complete description, see WFM-21410. (WFM-21386)


WFM Server generates the Adherence report faster and now performs at a level that is comparable to the performance level seen in WFM Server 7.6.1. (WFM-21530)


WFM Server and WFM Web now resolve intermittent authentication issues. Previously, attempting to execute reports could sometimes fail with an authentication error if the user's password was changed. (See also the WFM Web fix WFM-21583.) (WFM-21561)


WFM Server now correctly completes schedule trades, even when they are approved by more than one supervisor at the same time. Previously, when pending schedule trades were simultaneously approved by two different supervisors, it caused duplicate schedule swaps and no schedule trades were completed. (WFM-21589)


WFM Server's Predicted Data-Split algorithm is improved to allocate resources optimally, with a significant increase in performance when available agents are collected for each time step in selected activities in the split operation. Previously, performance was unacceptable when measured over long periods of time (for example, a few months) and it included activities with hundreds of assigned agents. (WFM-21595)


WFM Server now shows a significant improvement in performance when loading schedule information and preloading the schedule cache. (WFM-21601)


Top of Page


Release Number 8.1.201.28 [12/25/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this release. This release contains the following new features and functionality.

Corrections and Modifications

This release includes the following correction or modification:


When Shifts are inserted manually, WFM Server now recognizes and retains breaks that are entered with the End of Shift fixed positions. Previously, when Shifts were entered manually, WFM Server ignored breaks having End of Shift fixed positions. (WFM-21247)


Top of Page


Release Number 8.1.201.26 [12/18/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:


WFM Server now correctly estimates Shift end time when unpaid items are included in the assigned Shift item sequence. Previously, the estimated Shift end did not include the unpaid item duration from the Shift sequence, causing the Shift items to be omitted during Intra-Day re-scheduling. (WFM-21121)


WFM Server now processes wait-lists that have more than 1000 items, without errors. Previously in this scenario, an Oracle database error (ORA-01795) would occur. (WFM-21165)


Top of Page


Release Number 8.1.201.25 [12/04/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now adjusts the Multi-Site Activities (MSA) level time-off limits and displays Actual Agents time-off requests in the correct time zone when Business Units and Sites are in different time zones. Previously, MSA time-off limits were not adjusted, causing MSA time-off limits to be incorrectly applied to time-off requests and Actual Agents time-off requests to be incorrectly displayed in the MSA limit view. (WFM-21027)


Top of Page


Release Number 8.1.201.21 [10/23/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now enables users with partial-site access to modify Rotating Patterns and Contracts. Previously, when users attempted to save modifications to Rotating Patterns or Contracts, the request was ignored and no error message displayed. (WFM-20921)


Top of Page


Release Number 8.1.201.21 [10/23/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now enables users with partial-site access to modify Rotating Patterns and Contracts. Previously, when users attempted to save modifications to Rotating Patterns or Contracts, the request was ignored and no error message displayed. (WFM-20921)


Top of Page


Release Number 8.1.201.20 [10/18/13] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

This release of WFM Server supports functional changes implemented in WFM Web 8.1.201.33 and higher, and is required to ensure WFM Web functions properly.

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now correctly displays the Rotating Patterns details to users who do not have access to all site teams. Previously, user without access to all site teams saw the following error message in the Rotating Patterns details, "Something went wrong". (WFM-20893)


Top of Page


Release Number 8.1.201.18 [10/09/13] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


WFM Server scheduled Service Level (SL) now remains at an acceptable level after scheduled coverage is increased by moving a break. For previous behavior, see WFM-20548. (WFM-20645)


WFM Server now displays a warning message in Schedule > Calendar view when the Time Off limit is exceeded by an the addition of an overnight item. Previously in this scenario, the warning message did not display. (WFM-20193)


WFM Server now correctly calculates the anticipated Actual Distributed Interaction Volume for Multi-site Activities used in Service Level (SL) Daily Total calculations. Previously, the Scheduled SL Daily Total was calculated incorrectly when anticipated values were used (option 24 in WFM Web) for the current day in Performance Intra-Day view. (WFM-20646)


WFM Server now successfully reconnects to the backup Configuration Server if the primary Configuration Server is unavailable. Previously in this scenario, the connection would deadlock and reconnection was unsuccessful. (WFM-20692)


WFM Server now displays selected Schedule States in the filter, when Schedule States reports are generated, even if a supervisor has restricted rights to a site. Previously, selected Schedule States in the filter did not display (filter was empty) when Schedule States reports were generated. (WFM-20773, ER# 321317821 )


WFM Server now saves overlays for activities that are added or edited in the Schedule > Forecast > Overlays > <Site> view. Previously in this scenario, new or edited overlays were not saved. (WFM-20774)


WFM Server now correctly calculates the Time Off Limit when the overnight shift in the Master Schedule contains a part-day Time Off, which starts after midnight and ends before noon of the next day. Previously in this scenario, the part-day Time Off was not counted in the Time Off Limit. (WFM-20775, ER# 321932498)


WFM Server now removes profiles in Contracts after they are deleted and the Schedule Scenario Wizard is invoked. Previously in this scenario, WFM Server still displayed the profile (in the list of profile/contracts), even though it was deleted along with the associated contract. (WFM-20777, ER# 321176261)


WFM Server now provides the correct URL for the location of WFM Builder to WFM Web when requested during Schedule builds, if a specific WFM Builder is set for the user. Previously, WFM Server was providing an incorrect URL, which cause the following error to display: "There was an error connecting to Schedule Builder.". (WFM-20778, ER# 322447315)


WFM Server now correctly sorts schedules by team in the Intra-Day Schedule. Previously, when schedules were sorted by teams in the Intra-Day Schedule, it resulted in teams becoming disordered. (WFM-20779, ER# 322447315)


Now you can delete time-off items from the old site without generating errors, when agents are moving to a new site and their time-off calendar item remain under the old site. Previously in this scenario, when a Supervisor re-entered time-off items for agents under the new site and then, tried to delete agent time-off items from old site, this error would sometimes occur: The item cannot be requested. No compatible Time Off found for the requested date. (WFM-20780, ER# 315178096)


WFM Server Calendar service now correctly marks agents as available when their Contract has no availability for the day, but does have availability overnight. Previously in this scenario, agents were marked as unavailable. (WFM-20781, ER# 302986818)


WFM Server now correctly handles Calendar items requests for agents who are assigned Rotating Patterns that have no Weekly Patterns. Previously, WFM Server would display an error when Calendar items were requested for these agents. (WFM-20782, ER# 320982637)


WFM Server now passes Calendar and Scheduled Time Off data when using the TimeOffHeadcount method for Site level calculations. Previously, when using this method of calculation, WFM Server only counted Scheduled Time Off data. (WFM-20782, ER# 320982637)


WFM Server now uses Marked Time Overtime in the Schedule Service GetAgentTotals method of calculating the total overtime. Previously, WFM Server used Contracts Overtime for this calculation. (WFM-20817)


Top of Page


Release Number 8.1.201.16 [08/21/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release contains the following new features or functionality.

Corrections and Modifications

This release also includes the following corrections and modifications:


WFM Server now displays Activity Sets correctly when the Insert Multiple Wizard is used to add Activities to Profiles. Previously, when the Insert Multiple Wizard (or any other method of inserting a Shift) was used for the Profiles in the Schedule Intra-Day view, WFM Server incorrectly displayed an empty Activities list. (WFM-20702)


WFM Server now saves changes to Rotating Patterns when weekly patterns are re-ordered. Previously, when the order of weekly patterns was changed in Rotating Patterns and then saved, the changes were not saved (the order was the same as before the changes were made). (WFM-20721)


Top of Page


Release Number 8.1.201.10 [03/22/13] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


WFM Server now correctly calculates Full-Time Equivalent (FTE) units when the Staffing Build Results graph is compared to previous build results. Previously, WFM Server relied on the GUI to obtain the Paid Time and Overhead parameters that were used for the comparison. However, due to design changes, the GUI no longer passes these parameters. (ER# 316049734)


WFM Server now enables a user to enter a part-day time-off instance if the Auto Publish option is on and the Master Schedule exists only for the previous day, even if it does not overlap that schedule. (ER# 297904559)


When the Auto Publish feature is on after a time-off instance is recalled, WFM Server searches for a suitable shift for the agent for that date, and now verifies that the selected shift is covered by Activities for which the agent is available. Previously, WFM Server did not perform the verification of agent Activities for the selected shift. (ER# 296524081)


Top of Page


Release Number 8.1.100.36 [02/10/15] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now performs all user logins successfully. Previously in rare occurrences, WFM Server would terminate, hang, or consume 100% CPU while performing user login. (WFM-22239, WFM-22525)


Top of Page


Release Number 8.1.100.34 [04/02/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now loads schedule data more quickly, which increases overall performance, including the time it takes to generate the Time-off Balance report and others. Previously after migration to 8.1.1, the Time-off Balance report was slow to generate. (WFM-21626)


Top of Page


Release Number 8.1.100.33 [01/23/14] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now responds to all requests from WFM Web, as designed. Previously, due to a communications issue with Configuration Server, WFM Server would stop responding to WFM Web requests, such as user login requests and had to be restarted to correct the issue. (WFM-21233)


Top of Page


Release Number 8.1.100.31 [08/06/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


The Scheduled Service Level (SL) now remains at an acceptable level after scheduled coverage is increased by moving a break. Previously when the scheduled coverage was increased in this way, the SL incorrectly dropped to 0 (zero) percent. (WFM-20548, ER# 324776157)


Now the Actual Service Level daily total for Multi-Site Activities stays in a valid range. Previously, when the Total Forecasted Values for Whole Day (24) button was selected for Multi-Site Activities, the Performance > Intra-Day Actual Service Level daily total for the current day was sometimes greater than 100 percent. (WFM-20595)


Top of Page


Release Number 8.1.100.30 [05/21/13] – Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


WFM Server's Meeting Scheduler now schedules team meetings in optimal date and time periods. Previously, Meeting Scheduler would sometimes incorrectly place these meetings in time periods that were understaffed. (ER# 321468720)


Sorting schedules by team in WFM Server's Intra-Day Schedule now works correctly. Previously, when schedules were sorted by teams in the Intra-Day Schedule, it resulted in teams becoming disordered. (ER# 322447315)


WFM Server now counts all agents against the Schedule State Group (SSG), even when scheduled (or showing in Intra-Day as scheduled) to the correct activities. Previously, certain agents were not counted against SSG even if they were scheduled to the correct activities. (ER# 322692261)


WFM Server now displays Schedule Coverage reports faster in configurations that contain a large number of deferred activities. Previously in this scenario, Schedule Coverage reports were taking too long to display. (ER# 322692273)


WFM Server's splitting algorithm is improved to better handle minimum staffing requirements. The algorithm now recalculates the split immediately after minimum staffing is split, so distribution of remaining staffing is clearly indicated. Previous to this improvement, one activity would be understaffed if Min Staffing 100% was required for another activity, which then became overstaffed. (ER# 322692293)


Top of Page


Release Number 8.1.100.28 [11/09/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


WFM Server now correctly aggregates and calculates actual headcounts by teams, whether the Use Multi-Site Activities (MSA) option is set to ON or OFF at the Business Unit (BU) or Enterprise level. Previously when the Use Multi-Site Activities option was set to ON, WFM Web Server included the actual headcount from the Activity Groups, rather than MSA headcounts only. (ER# 311632593)


Top of Page


Release Number 8.1.100.25 [09/05/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


WFM Server now correctly returns the Activities scheduled coverage data that is visible in the WFM Web Schedule Intraday and Schedule Summary views. Now data is adjusted to the time zone of the Business Unit (BU) when users view Multi-site Activity (MSA), and MSA BU time zone is different from the Activities Site time zone. Previously, data was incorrectly adjusted to the Site time zone when the Use Multi-site Activities checkbox was checked. (ER#s 306313447, 307020144)


WFM Server forecasts that include many activities or have long date ranges now publish fast. Previously, forecasts of these types could take from 10 minutes to several hours to publish. (ER# 307699310)


Top of Page


Release Number 8.1.100.22 [07/11/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


WFM Server now accepts pending schedule changes in the Change Approval subsystem when more than one site is selected. Previously in this scenario, attempts to accept changes caused an Internal Server Error to occur. (ER# 300928941)


WFM Server can now successfully creates Agent Adherence Reports. Previously in this scenario, attempts to create Agent Adherence Reports, caused an Internal Server Error to occur. (ER# 301416129)


WFM Server has improved split meeting scheduling for less flexible configurations. Now if all meeting instances are not scheduled on the first attempt, a second attempt is made to schedule split meeting instances as close to each other as possible. (ER# 302931153)


Top of Page


Release Number 8.1.100.20 [04/27/12] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

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

Corrections and Modifications

This release includes the following corrections and modifications:


When no interaction volume or agents are present, WFM Server no longer returns a 100% Service Level for a deferred activity during the service time period. (ER# 277000622, 277712398)


A timeout no longer occurs when you insert a shift that contains shift items into the Intra-day view, if more than five shift items are configured for the shift, breaks and/or meals have a one-minute start step, and there are no configured shift item sequences. (ER# 276985104)


A new option for the WFM Server application object disables security to allow the user of a different tenant than the currently-selected environment to see any object in the WFM database. By default, security for WFM Server allows the above user to see only objects that are of the same tenant, or have no tenant assignment.

Section: ConfigService
Option: EnableUserTenantSecurity
Type: Optional
Valid Values: true or false
Set to true (default) to enable user-tenant security.
Set to false to disable user-tenant security.

(ER# 276740630)


When calculating the daily total for Coverage, WFM Server now correctly observes Activity open hours. Previously, zeroes (0) that were outside of Activity open hours led to an incorrect lower daily total. (ER# 259417333)


The maximum shift item distance is now satisfied whenever possible. Previously, the maximum distance between shift items could be unexpectedly violated during manual insertion of a shift. (ER# 271691032)


Determine Full Day Time Off hours functionality now correctly works even if shift meals and breaks are not configured in order. Previously, such a configuration rendered a shift invalid and time off was determined to have zero hours. In the Agent Time Off view, such a day was incorrectly shown as unavailable for time off. (ER# 278193205)


Publishing an empty schedule scenario no longer results in anInternal Server Error. (ER# 283209335)


WFM Server now correctly updates the changed type of a calendar item and uses it when time-off limits are calculated. (ER# 296165007)


A schedule swap or trade no longer triggers a warning about activity understaffing. (ER# 292653251)


WFM Server now saves the submit date and time of a Calendar item in GMT format, in all WFM Agent modules. (ER# 296164830)


The method that WFM Server uses to determine full-day time-off hours now always considers the Master Schedule, if one exists. (ER# 293915101)


Top of Page


Release Number 8.1.000.66 [01/15/15] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction or modification:


WFM Server now includes all non-adherence states for overnight shifts in the Adherence Report. Previously, when there was a full-day schedule the following day, some non-adherence states for overnight shifts were missing. (WFM-22438)


Top of Page


Release Number 8.1.000.64 [03/30/12] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


When the option DetermineFullDayTimeOffStartEndPaidHours is enabled and scheduled paid hours are 0 (zero), WFM Server now looks at the published schedule only, and not at the configuration (for example, rotating patterns). (ER# 296465351)


This release corrects a minor memory leak that previously occurred when WFM Server read configuration objects from the database into the internal cache. (ER# 296046984)


If a backlog activity is configured as closed for all days of the week, when it is used, WFM Server no longer performs calculations that occupy 100% of processor time. (ER# 295522154)


Top of Page


Release Number 8.1.000.62 [02/10/12] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


Creating an Adherence report for two or more days no longer triggers an internal WFM Server error. (ER# 288504479)


Top of Page


Release Number 8.1.000.61 [11/11/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Inserting an Activity Set into the Intra-day view now correctly updates the coverage graph. (ER# 283279853)


Calling the WFM API method GetVirtualActivityByBU with sortMode=2 no longer causes WFM Server to terminate. (ER# 282714309)


Top of Page


Release Number 8.1.000.60 [10/26/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following corrections and modifications:


Generating a schedule audit report for a specific date no longer generates the error Fault: ErrorCode: ERR10001. (ER# 284512817)


WFM Server now correctly handles multiple part-day time-off instances on the same day for the same agent, regardless of the setting for the option CalendarOverScheduleData. Previously, only one Time Off per day was counted towards Time Off limits when that option was set to 2. (ER# 284437652)


Top of Page


Release Number 8.1.000.59 [10/14/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correction:


Publishing an empty schedule scenario no longer results in an internal server error. (ER# 283706112)


Top of Page


Release Number 8.1.000.58 [09/19/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. This release does not contain new features or functionality.

Corrections and Modifications

This release includes the following correctionS and modificationS:


WFM Server now calculates the deferred activity Service Level when data is present in Performance views for any time period and time zone combination. Previously, some combinations of time zone and time period caused an error and no calculations were performed. (ER# 282271342)


WFM no longer fails to log a user in when a lengthy password is used. Previously, WFM would not accept lengthy passwords when WFM Server ran on a system with a strong default cryptographic provider. (ER# 282631517)


Top of Page


Release Number 8.1.000.57 [09/09/11] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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:


WFM Server now correctly uses the Distributed Actual Volume when aggregating values for levels that are higher than Activity, in the Performance views. (ER# 281354135)


Top of Page


Release Number 8.1.000.56 [08/25/11] Hot Fix

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

New in This Release

This is a hot fix for this product. It uses the native Oracle OLE DB provider instead of the previously used Microsoft Oracle OLE DB provider, to resolve Oracle connectivity issues. This hot fix requires the following actions, in this order:

  1. Only if your WFM installation uses an Oracle database: Install Oracle Client and Oracle OLE DB Provider (if not already installed). Oracle OLE DB Provider is a part of Oracle Data Access Components (ODAC) and can be obtained directly from Oracle.
       
    Note: Be certain to install the 64-bit Oracle client with 64-bit WFM Server and 64-bit WFM Data Aggregator and 32-bit Oracle client with 32-bit WFM Server and 32-bit WFM DA and 32-bit WFM Database Utility.
       
  2. Install WFM Server 8.1.000.56, WFM Data Aggregator 8.1.000.15, and WFM Database Utility (DBU) 8.1.000.28 in any order.
       
    Note: Do not install 64-bit WFM Data Aggregator and WFM Server on the same machine as 32-bit WFM Database Utility, because they require different Oracle clients.
       
  3. Run WFM Database Utility 8.1.000.28 first, to update the database before you start WFM Server and DA.

Corrections and Modifications

This release includes the following corrections and modifications:


The WFM API method WFMScheduleService712Soap.insertState no longer fails when used against v8.1.x WFM Server. (ER# 281425345)


This release replaces the currently used Microsoft Oracle OLE DB provider with the native Oracle OLE DB provider, to resolve Oracle connectivity issues. (ER# 280510773)


WFM Server no longer stops responding while a user is working with schedule scenarios that contain profile agents. (ER# 280644271)


The Scheduled Queue and related statistics are now calculated correctly, for systems using Oracle and DB2 databases. (ER# 277493608)


Using non-default schedule coverage split options no longer triggers a database error when adding a new deferred activity to the list of schedule scenario activities. (ER# 277829990)


When no interaction volume or agents are present, WFM Server no longer returns a 100% Service Level for a deferred activity during the service time period. (ER# 277000622, 277712398)


Top of Page


Release Number 8.1.000.53 [07/12/11] General

Supported Operating Systems
New in This Release
Corrections and Modifications

Supported Operating Systems

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

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 Server.

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:


WFM Server now correctly checks the limit percentage for multi-site activities (MSAs) when requesting time off for a multi-skilled agent, if the MSA contains activities from fewer sites than the rest of the MSAs which have assigned agent activities. (ER# 268643324)


Committing pending schedule changes now does not mark that schedule as modified. (ER# 271138535)


Top of Page


Known Issues and Recommendations

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


When attempting to delete a Time Off item in a time zone, other than the Site time zone, if the next date also has a Time Off item, WFM Server sometimes returns an internal error without a description. (WFM-21670)

Found In:  8.1.300.24 Fixed In:  8.1.300.25

If Auto Publish option is on and the Master Schedule exists only for the previous day, WFM Server will not allow a user to enter a part-day time-off instance even if it does not overlap that schedule. (ER# 297904559)

Found In:  8.1.100.16 Fixed In:  8.1.201.10

After a time-off instance is recalled and if the Auto Publish feature is on, WFM Server will try to find a suitable shift for the agent for that date. Currently, WFM Server does not verify if the selected shift is entirely covered by Activities available to agent. (ER# 296524081)

Found In:  8.1.100.16 Fixed In:  8.1.201.10

The Scheduled Queue and related statistics might be calculated incorrectly for schedule scenarios because the Scheduled Queue of the previous day is incorrectly taken from the Master Schedule, instead of the schedule scenario. The issue applies to Oracle and DB2 databases, but not to MSSQL. (ER# 277493608)

Found In:  8.1.000.53 Fixed In:  8.1.000.56

When no interaction volume or agents are present, WFM Server returns a 100% Service Level for a deferred activity during the service time period. (ER# 277000622, 277712398)

Found In:  8.1.000.53 Fixed In:  8.1.000.56

WFM Server will not consider rotating patterns during a forecasted volume split if the Consider Calendar Items option is cleared. (ER# 276022082)

Found In:  8.1.000.53 Fixed In: 

Agents who can work overnight appears as available for both days. When Day Off possible rules are applied to available agents, the algorithm looks for the possible day off on that calendar date, so it is possible that the overnight portion might produce different limit values than those for the previous day. (ER# 270572439)

Found In:  8.1.000.53 Fixed In: 

A timeout might occur when you insert a shift with shift items into the Intra-Day view, under these conditions:

Workaround: Add one or more shift item sequences. (ER# 276985104)

Found In:  8.1.000.53 Fixed In:  8.1.100.20

If a supervisor has restricted rights to a site, any selected Schedule States in the filter are not displayed (filter is empty) when Schedule States reports are generated. (ER# 321317821)

Found In:  8.1.000.49 Fixed In:  8.1.201.17

The user interface checkbox value Prevent requests that are more than (whether selected or cleared) is not represented in the Configuration Audit Report. (ER# 242640969)

Found In:  8.0.000.14 Fixed In: 

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.


Microsoft Windows Server 2003 is no longer supported.

Discontinued As Of: 8.1.300.24

Top of Page


Internationalization

Information in this section is included for international customers.


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

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


Starting in 8.1.2, Localization Kits include context information for resources that appear in products that will be translated.


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 Administrator's Guide first.

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

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

Top of Page