Release Note

Workforce Management Web

8.1.x

Genesys Telecommunications Laboratories, Inc. 2011–2019

Contents

Introduction

Release Number AIX HP-UX PA HP-UX IPF Linux Solaris Windows
8.1.301.03 [05/08/19] Hot Fix
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8.1.301.02 [10/17/16] Hot Fix
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8.1.301.01 [04/10/15] General
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8.1.300.47 [07/28/14] Hot Fix
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8.1.300.46 [05/28/14] Hot Fix
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8.1.300.44 [04/04/14] General
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8.1.201.47 [08/01/16] Hot Fix
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8.1.201.46 [02/02/15] Hot Fix
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8.1.201.44 [05/13/14] Hot Fix
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8.1.201.43 [04/04/14] Hot Fix
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8.1.201.42 [02/17/14] Hot Fix
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8.1.201.41 [12/25/13] Hot Fix
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8.1.201.39 [11/22/13] Hot Fix
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8.1.201.33 [10/18/13] Hot Fix
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8.1.201.30 [10/09/13] General
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8.1.201.27 [07/12/13] Hot Fix
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8.1.201.22 [05/20/13] Hot Fix
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8.1.201.18 [03/22/13] General
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8.1.100.38 [07/16/13] Hot Fix
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8.1.100.37 [04/05/13] Hot Fix
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8.1.100.35 [03/27/13] Hot Fix
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8.1.100.34 [11/07/12] Hot Fix
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8.1.100.32 [07/03/12] Hot Fix
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8.1.100.31 [04/27/12] – General
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8.1.000.49 [04/11/13] – Hot Fix
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8.1.000.48 [01/15/13] – Hot Fix
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8.1.000.46 [11/21/12] – Hot Fix
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8.1.000.45 [11/01/12] – Hot Fix
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8.1.000.43 [07/05/12] – Hot Fix
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8.1.000.41 [06/12/12] – Hot Fix
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8.1.000.40 [02/10/12] – General
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8.1.000.39 [12/16/11] – Hot Fix
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8.1.000.38 [11/23/11] – Hot Fix
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8.1.000.37 [11/02/11] – Hot Fix
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8.1.000.35 [09/09/11] – General
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8.1.000.34 [07/12/11] – General
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Link to 8.0 Product Release Note (Cumulative)
Documentation Corrections
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) Web.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. For additional information about third-party software used in this product, see More Release Information/Legal Notices for Workforce Management. Please contact your Genesys Customer Care representative if you have any questions.


Release Number 8.1.301.03 [05/08/19] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:


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


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


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Release Number 8.1.301.02 [10/17/16] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:


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


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Release Number 8.1.301.01 [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 features and functionality are introduced in this release of Workforce Management Web.

Corrections and Modifications

There are no corrections or modifications in this release.

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Release Number 8.1.300.47 [07/28/14] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:


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


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Release Number 8.1.300.46 [05/28/14] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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Release Number 8.1.300.44 [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 Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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

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


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


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


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Release Number 8.1.201.47 [08/01/16] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:


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


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


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


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Release Number 8.1.201.46 [02/02/15] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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Release Number 8.1.201.44 [05/13/14] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:


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


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Release Number 8.1.201.43 [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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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Release Number 8.1.201.42 [02/17/14] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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Release Number 8.1.201.41 [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. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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

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

(WFM-21163)


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


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


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


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Release Number 8.1.201.39 [11/22/13] 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 introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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


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


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


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


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


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


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


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


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Release Number 8.1.201.33 [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 introduced in this release of Workforce Management Web.

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

Corrections and Modifications

This release includes the following corrections or modifications:


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

(WFM-20855)


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


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


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

(WFM-20839)


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


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


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


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


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


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


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Release Number 8.1.201.30 [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 Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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Release Number 8.1.201.27 [07/12/13] 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. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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


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


WFM Web now generates the Configuration Audit report successfully if supervisors are added and then later deleted, or if supervisor properties or rights are changed. Previously in this scenario, if the Configuration Audit report was generated for dates on which these supervisors were changed or deleted, and User was selected as the target, report generation failed. (WFM-20564, ER# 325211767)

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Release Number 8.1.201.22 [05/20/13] 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. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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


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


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


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


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


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


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


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


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


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


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Release Number 8.1.201.18 [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 Web.

Corrections and Modifications

This release includes the following corrections and modifications:


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


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


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


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


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


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


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


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Release Number 8.1.100.38 [07/16/13] 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. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following correction or modification:


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


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


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


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Release Number 8.1.100.37 [04/05/13] 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. There are no new features introduced in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections or modifications:


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

The following issues were also resolved in this hot fix:

(ER# 319980292)


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


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Release Number 8.1.100.35 [03/27/13] 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 section describes new features that were introduced in this release of Workforce Management Web.

Corrections and Modifications

This release does not include corrections or modifications.

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Release Number 8.1.100.34 [11/07/12] 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 Web now correctly displays the Agent Schedule information in Other Schedules view. Previously, the schedule from other weeks would sometimes display instead of the correct schedules, which caused agent schedule information to display incorrectly in the Other Schedules view. This occurred specifically if both of these conditions applied:

(ER# 311519464)


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


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


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Release Number 8.1.100.32 [07/03/12] 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:


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


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


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Release Number 8.1.100.31 [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 Web.

Corrections and Modifications

This release includes the following corrections and modifications:


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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


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Release Number 8.1.000.49 [04/11/13] 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 correction and modification:


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


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Release Number 8.1.000.48 [01/15/13] 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 correction and modification:


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


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Release Number 8.1.000.46 [11/21/12] 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 correction and modification:


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


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Release Number 8.1.000.45 [11/01/12] 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 correction and modification:


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


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

(ER# 311446315)


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Release Number 8.1.000.43 [07/05/12] 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 correction and modification:


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


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Release Number 8.1.000.41 [06/12/12] 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 correction and modification:


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


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Release Number 8.1.000.40 [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 corrections and modifications:


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


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


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Release Number 8.1.000.39 [12/16/11] 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:


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


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Release Number 8.1.000.38 [11/23/11] 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:


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


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Release Number 8.1.000.37 [11/02/11] 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:


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


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Release Number 8.1.000.35 [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:


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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Release Number 8.1.000.34 [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 Web.

Corrections and Modifications

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


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


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


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


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


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


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


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


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


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


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Documentation Corrections

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


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

Found In Document Version:  8.1.300.04 Fixed In: 

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

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

Found In Document Version:  8.1.300.04 Fixed In:  8.1.501.00

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

(ER# 317817517)

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

(ER# 318602249)

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

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

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

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

(ER# 318602217)

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

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

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

(ER# 317817700)

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

Formulas: Note: In the formulas above, there are two different values called "coverage". The first one is the Schedule Activity coverage, which is normal activity coverage (indicated by a red line in Intra-Day Schedule graph). The second one is the Schedule State total, which is the sum of all Schedule States, except those belonging to the group of type <none>.

(ER# 303583113)

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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

Delete Button

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

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

Bus check box icon

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

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

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

In the weekly view for the day when a certain activity is closed, if a user enters an overtime requirement daily value, WFM Web distributes the value to time steps. In the monthly view, the total value is correctly ignored for dates when the activity is closed. (ER# 317817517)

Found In Document Version:  8.1.202.00 Fixed In:  8.1.301.00

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Known Issues and Recommendations

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


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

Found In:  8.1.201.27 Fixed In: 

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

Found In:  8.1.201.27 Fixed In:  8.1.201.28

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

Found In:  8.1.201.27 Fixed In:  8.1.300.20

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

Found In:  8.1.201.18 Fixed In:  8.1.201.20

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

Found In:  8.1.201.18 Fixed In:  8.1.201.20

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

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

Found In:  8.1.200.22 Fixed In:  8.1.300.10, 8.1.201.27

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

Found In:  8.1.100.37 Fixed In:  8.1.300.06

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

Found In:  8.1.100.34 Fixed In:  8.1.201.20

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

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

Found In:  8.1.100.31 Fixed In:  8.1.201.18

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

Found In:  8.1.100.31 Fixed In:  8.1.201.18

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

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

Found In:  8.1.100.31 Fixed In:  8.1.300.01

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

The incorrectly described changes are listed below:

(ER# 285651936)

Found In:  8.1.000.34 Fixed In:  8.1.100.31

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

Found In:  8.1.000.34 Fixed In:  8.1.100.31

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)

Found In:  8.1.000.34 Fixed In:  8.1.201.18

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)

Found In:  8.1.000.34 Fixed In:  8.1.100.31

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

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)

Found In:  8.1.000.34 Fixed In:  8.1.100.31

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

Found In:  8.1.000.04 Fixed In:  8.1.100.37, 8.1.201.20

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)

Found In:  8.0.001.03 Fixed In:  8.1.000.34

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

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

Found In:  8.0.000.36 Fixed In:  8.1.000.34

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)

Found In:  8.0.000.36 Fixed In:  8.1.000.34

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)

Found In:  8.0.000.36 Fixed In:  8.1.000.34

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)

Found In:  8.0.000.36 Fixed In:  8.1.000.34

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)

Found In:  8.0.000.36 Fixed In: 

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)

Found In:  8.0.000.36 Fixed In:  8.1.000.34

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

Found In:  8.0.000.36 Fixed In: 

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)

Found In:  8.0.000.36 Fixed In:  8.1.000.34

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)

Found In:  8.0.000.36 Fixed In:  8.1.000.34

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list. For more information on discontinued support for operating environments and databases, see "Discontinued Support" in the Genesys Supported Operating Environment Reference Guide.


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

Discontinued As Of: 8.1.300.44

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

Discontinued As Of: 8.1.300.44

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

Discontinued As Of: 8.1.300.44

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

Discontinued As Of: 8.1.201.18

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

Discontinued As Of: 8.1.201.18

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

Discontinued As Of: 8.1.000.16

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Internationalization

Information in this section is included for international customers.


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

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


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Additional Information

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

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

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

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