Release Note

Contents

Introduction

This release note applies to all 9.0 releases of Genesys Skills Management. Genesys Skills Management is an umbrella product that comprises two components: Performance DNA (formerly known as Skills Assessor) and Genesys Training Manager. These products have a common installer that quickly and easily installs both products.

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The operating systems available for use with each component release are listed in the Release Number table at a high level only. For more detailed information about the supported operating environments, including requirements, supported versions, and any conditions or limitations, see the Genesys Skills Management page in the Genesys Supported Operating Environment Reference Guide.
• The Release Number table lists the supported operating systems for each release at a high level.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize functionality of commercial or non-commercial third parties. For additional information about third-party software used in this product, see the Readme. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

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

New in This Release

This is a hot fix release for Genesys Skills Management. There are no new features introduced in this release for Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager.

Corrections and Modifications

This release includes the following corrections or modifications that were made between earlier releases and the 9.0.101.02 release of both Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager:

---

The 'null data error' received when connecting to newer versions of IEX WFM is resolved now.

---

Training schedules in different time zones when shifts run over midnight are now displayed correctly on Teleopti WFM.

---

Top of Page

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 is a general release of Genesys Skills Management. This section describes new features that were introduced in this release for both Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager.

• Predictive Routing Integration:

  • Performance DNA is now integrated with Predictive Routing. It is now possible to periodically send DNA Strand Score and Threshold information to Predictive Routing to aid in matching the best agent for every customer to drive the optimal business outcome for your organization.

• Authentication Improvements:

  • Improvements have been made to SAML authentication to provide flexibility when handling varied signatures.

• Security Improvements:

  • Security improvements now ensures that all connections through HTTPS default to start at TLS1.2. Previously, the browser could negotiate a lower level of TLS compliance.

• Teleopti Improvements:

  • Teleopti integration has been updated to work with the latest Teleopti API.

Corrections and Modifications

This release includes the following corrections and modifications:

Tenants can now be disabled and re-enabled.

There are now more branding options, including font size (default 12px, Teleopti 16px) and rounded corners for buttons.

Some icons have been changed.

Base Data Definitions now include single Questions that can be included in Strands.

SAML logins now allow more interpretations of the standard.

Exposed AppLogin in Teleopti can now be used in OrgData.

The OrgData Configuration screen is now more resilient with multiple sources.

The KPI Uploader feature has been enhanced to specify upload configurations for multiple different files, and configure more flexible import schedules.

Logout now takes the user to the tenant’s login page instead of the default login page.

Top of Page

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 is a general release of Genesys Skills Management. This section describes new features that were introduced in this release for both Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager.

• Multi-tenancy Improvements:

  • General Support: The solution - including the database schema, licensing functions, and branding capabilities - is now set up for out-of-the-box multi-tenant deployments.
  • WFM Settings: WFM connection settings are now tenant aware. As a result, it is possible to have different settings to collect Org Data on a per-tenant basis from different WFM systems.

• API Improvements:

  • Org Data: The solution now includes an API to load and update Org Data.
  • Performance DNA Scores: Users can now get Performance DNA scores through an API.

• Authentication Improvements:

  • Password Rules: Tenants can now set rules for password complexity, including minimum password length, character restrictions, expiry interval, attempts before lockout, lockout duration, and so on. For more information, refer to the Password Settings page in the Performance DNA Aministration Guide.
  • OAuth2: The solution now supports authentication through OAuth2.
  • SAML2 Improvements: The solution now includes added support for signed SAML requests.

• Org Data User Interface:

  • Org Data configuration can now be completed through a user interface.

• MicroStrategy Integration:

  • MicroStrategy dashboards can now be embedded in Performance DNA.

• eServices Integration:

  • It is now possible to push content (i.e. Knowledge Nudge) to a Web Service Capture Point in eServices via either native mode or iWD compatibility mode. For more information, refer to the Web Services Capture Point page in the eServices Integrated Capture Points guide.

Corrections and Modifications

There are no corrections or modifications for this release.

Top of Page

Supported Operating Systems

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

New in This Release

This is a hot fix release for Genesys Skills Management. There are no new features introduced in this release for Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager.

Corrections and Modifications

This release includes the following corrections or modifications that were made between earlier releases and the 9.0.000.02 release of both Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager:

---

Leavers in Genesys Workforce Management (WFM) are no longer erroneously included in the WFM hierarchy on the Request Bookings screen.

---

User fields can now contain a maximum of 400 characters. Previously, the maximum character length was 255.

---

Training Manager no longer disconnects from WFM as a result of an empty response from the NICE IEX WFM.

---

Top of Page

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 release for Genesys Skills Management. There are no new features introduced in this release for Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager.

Corrections and Modifications

This release includes the following corrections or modifications that were made between earlier releases and the 9.0.000.01 release of both Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager:

---

A new service allows users to link separate Training Manager installations, for the purpose of checking Trainers' schedules.

---

Fixed an issue that occurred when booking training with more than one trainer.

---

Extended SAML requests with Destination attribute.

---

Increased session time-out for accessing database from 30 seconds to 5 minutes.

---

Fixed an issue that caused My Development to stop working when managers sent an incomplete feedback.

---

Top of Page

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 is a general release of Genesys Skills Management. This section describes new features that were introduced in this release for both Performance DNA (formerly Genesys Skills Assessor) and Genesys Training Manager.

• Skills Assessor has been renamed to Performance DNA.

• SQL Server Analysis Services is no longer required.

• All DNA screens and functionality have been significantly updated.

• Enhancements to DNA and Calculated Component Calculations include the following:

• The ability to define how null values are handled for each KPI.

• The ability to have a default value, to be used if a KPI is missing.

• Better handling of data over time, particularly around calculated components and how they are included in DNA blocks. For example, how missing data should be handled (Defaults or Gaps).

• A new mechanism for storing the results of KPIs which allows quicker reporting and analysis.

• New logic for doing calculations. DNA and calculations are now calculated in real time, instead of being pre-calculated. This means that the precise values can be calculated for any date range, rather than combining a number of pre-calculated data blocks.

• Enhancements to DNA Building, Data Collection and Management include:

  • Targets can be changed more easily.
  • Targets can be tied to date ranges, so that a target can change over time.
  • Better administration for large numbers of common blocks/KPIs. For example a customer might have several different groups with the same DNA blocks, but different targets.
  • RAG Statuses have been replaced with Thresholds. This allows much more control over the highlighting of different performance levels, with the ability for more than 3 levels and the ability for the threshold boundaries to change over time.

• Enhancements to Analysis of DNA Data Skills analysis,"Update Routing Skills", and Auto Rank have been updated to use the new approach to calculating scores. The Auto Rank application has been replaced by an event runner in the core Performance DNA product. System is designed to make it easier for users to interrogate the system and analyze for themselves what is happening.

• Enhancements to Presentation of DNA Data include:

  • Better look and feel for DNA blocks and components.
  • Ability to drill down into calculated component blocks and see details of how the scores were arrived at.
  • Ability to report on KPIs and DNAs, such as looking at trends over time and comparing performance against targets.
  • New analysis screens My DNA, DNA Comparison and Filtered DNA replace former Top DNA Agents and Filtered DNA Screens.
  • New partition chart visualization for DNA.
  • New version of User progress graph. The graph now shows events that were scheduled in the planner, making it easier to identify the impact of training.

• New and improved default branding.
• Added new utility to make changing system and service passwords easier.
• Added HTTPS support for LMS integration.
• Added Rest API for Tenant Creation and Management.
• Improved support for reverse proxies.
• Improved support for connecting to EWM/IWD through a proxy.
• Changes to the way the installer creates app pools, to simplify administration and help with startup times.
• Improved support when using load balancers. Sticky sessions are no longer necessary if system is configured to store the session state in the DB.
• There is no longer a requirement for an OLAP cube or SQL Server Analysis Services.
• Telerik controls updated to address security vulnerability.
• Updated Teleopti Branding Images.
• Files to be processed by OrgData can now be uploaded through the Performance DNA UI.
• Reporting Administration role can now be used to give people rights to see reports across the hierarchy, without needing to give them full administration rights.
• Added HTTPS support for LMS integration.
• Added Rest API for Tenant Creation and Management.

Corrections and Modifications

This release includes the following corrections or modifications that were made between earlier releases and the 9.0.000.00 release of Genesys Skills Management:

Performance DNA - Language Packs no longer overwrite other Languages.

Planner - scenarios clash with master publishing (training and meetings).

Optimizer - Users and Hierarchy - Nodes no longer disappear when expanded.

Request Booking changes supplied date window (on Azure).

"Request Booking" - Portal no longer displays session times one hour later than reality (on Azure).

Trend Graph has been removed from the list of available widgets.

Fixed bug where Portal Admins got given Wfm Ids and this broke Calendars.

Email Messaging Service config now has an encrypted config file.

Top of Page

Known Issues and Recommendations

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

A 230 second time out occurs if the product is installed as an Azure web app. This affects the Schedule Booking functionality in Portal/TrainingPlannerPortal.

Wall Chart: Overnight business hours entries are not displayed. If your business hours are set to start in the evening and end the next day (for example, 2200 – 0600) then any entries after midnight but before the end of the business hours will not be shown in the business hours view. This is due to a limitation of the 3rd party control that is used to render the wall chart and will be remedied when a fixed version of the control is released.

Language pack doesn't update resource files that others have modified more recently. If you run a language pack, but the application being updated has files which were modified more recently then the language pack, the files will not be applied to the release.

Performance DNA and Training Manager need to be licensed in separate locations – as in previous versions. The licensing will be merged in a future release of the product.

Calculate data with no Min/Max causes "! An unexpected error has occurred" message to appear. When initially upgrading the system you should go through each calculated component and ensure that each one had a min and max value specified.

If you are upgrading from a version prior to 9.0, there may be items left behind after the upgrade that can be safely removed. See the main product documentation for details.

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.

There are no discontinued support items for this release.

Top of Page

Internationalization

Information in this section is included for international customers.

There are no known internationalization issues for this product.

Top of Page

Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software.

• Genesys Skills Management API Guide

• Genesys Skills Management Automated Install and Upgrade Guide

• Genesys Skills Management 9.0 Combined Data Export Setup Guide

• Genesys Skills Management 9.0 Email Messaging Service Installation Guide

• Genesys Skills Management 9.0 Firewall Requirements

• Genesys Skills Management 9.0 Invoker Service Manual Installation Guide

• Genesys Skills Management 9.0 Installing Language Packs

• Genesys Skills Management 9.0 Providing Localization Files

• Genesys Skills Management 9.0 Installation Guide for Microsoft Azure

• Genesys Skills Management 9.0 Optional Feature Configuration

• Genesys Skills Management 9.0 OrgData Import Configuration

• Genesys Skills Management 9.0 OrgData Overview

• Genesys Skills Management 9.0 Installing the Pre/Post Course Assessment Helper

• Genesys Skills Management 9.0 Requirements and Dependency Matrix

• Genesys Skills Management 9.0 System Overview and Operations

• Genesys Skills Management 3rd Party and Open Source Reference

• Genesys Skills Management 9.0 Performance DNA Administration Guide

• Genesys Skills Management 9.0 Performance DNA Agent User Guide

• Genesys Skills Management 9.0 Performance DNA Manager User Guide

• Genesys Skills Management 9.0 Performance DNA Moodle Integration Setup Guide

• Genesys Skills Management 9.0 Training Manager for Genesys WFM Administrator Guide

• Genesys Skills Management 9.0 Training Manager Web Portal Administrator User Guide

• Genesys Skills Management 9.0 Training Manager Web Portal Agent User Guide

• Genesys Skills Management 9.0 Training Manager Web Portal Manager User Guide

• Genesys Skills Management 9.0 Training Manager Web Portal Trainer User Guide

• Genesys Skills Management 9.0 Training Manager Web Portal Trainer Manager Guide

Product documentation is provided on the Customer Care website, the Genesys Documentation website, and the Documentation Library DVD (available upon request).

Top of Page