Release Note

Contents

Introduction

This release note applies to all 8.5 releases of Workforce Management (WFM) Web.

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

Use of Third-Party Software

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

Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:

When configuring Contracts, Web for Supervisors now retains weekdays that are checked in the Synchronization pane after the Contracts are saved. Previously, checked weekdays in the Synchronization pane were sometimes changed after the Contract was saved. (WFM-25291)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now restores settings that were not preserved on some computers while users were switching between Schedule views in Web for Supervisors. (WFM-25202)

WFM Web no longer displays an unexpected error message when the Overheads view is selected from the breadcrumbs bar after Enterprise, Business Unit, or Multi-Site Activity objects are selected in the following Forecast views: Volumes, Staffing, or Graphs. This issue was introduced in release 8.5.101.18. (WFM-25199)

In the Configuration > Activities > Statistics view, when configuring statistic types using the Queue or Routing Point objects, WFM Web now attaches the switch names to these objects while saving statistics configuration for Activities. Previously, these objects were saved without the switch name, which prevented WFM Data Aggregator from subscribing the Activities to these objects, causing the following error message to display in the Data Aggregator log: STAT_ERR: Error event from StatServer received. ReqId=xx Msg='Switch is not found on Tenant '<name>'. (WFM-25185)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:

The Publish to Schedule action in the WFM Web for Supervisors Calendar Items view is updated to verify that the time zone selected in the view is the same as the time zone of the sites to which the selected Calendar items belong. If they do not match, a warning appears and the supervisor cannot proceed with the action. Previously, WFM Web did not verify matching time zones and allowed Calendar items to have incorrect times when published to schedules.

This same limitation exists in Schedules which can only be edited if the time zone of the site to which the schedules belong is selected. (WFM-25127)

WFM Web now preserves selections made in Web for Supervisors modules when navigating between views within these modules. Previously in Web for Supervisors modules, selections made in one view were not preserved when navigating to another view.

The following modules and views were affected:

• In the Calendar > Calendar Items view, the Filter selection was lost. (WFM-25069)
• In the Trades > List of Trades view, selections made in the Agents tree were lost. (WFM-25065)
• In the Calendar:
  • Time-Off Limits view, the Time-Off Type and Date Range selections were lost.
  • Calendar Items view, the Date, Time Zone, and selections made in the Objects trees were lost. (WFM-25064)
• In the Forecast > Historical Data > Volumes view and Graphs view, the Date Range, Use Multi-Site Activities, and values in the Show Statistics drop-down menu selections were lost. (WFM-25062)
• In the Forecast > Scenario and Forecast > Master Forecast views, the Period Planning, Overhead, and Use Multi-Site Activities selections were lost.(WFM-25052)
• In the Performance > Intra-Day view, the Date, Time Zone, Whole Day, Total Forecasted Values for Whole Day, Use Multi-Site Activities, and selections in the Activity tree were lost. (WFM-25051)
• In the Adherence module, the Site, Team, and Filter selections are lost. (WFM-25044)
• In the Schedules module:
  • Weekly view, the Planned Period and Date Range selections were lost.
  • Agent Extended view, the Date Range selections were lost.
  • Schedule State Totals view, the Target selection was lost.
  • Overtime Requirement view, the Date Range selections were lost.
  • Changes Approval view, the User selection was lost. (WFM-25043)

Now, clicking on a module in the Modules bar at the top of the Web for Supervisors interface displays the list of views within that module, and selecting a view opens it immediately. Previously, opening these Java views took longer than expected if the user clicked the module when a tabbed view was open. This issue is specific to users of Internet Explorer browser, and not reproducible with other browsers. (WFM-25045)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now preserves the selected Planning Period in the Web for Supervisors > Schedule Agent-Extended view when switching between views, and preserves the selected date in the Web for Supervisors > Schedule State Group Totals view. Previously, WFM Web was not preserving these settings in these views. (WFM-25024)

WFM Web now successfully runs the Agent Properties report, even if it contains agents that do not have skills for any existing activity. Previously if these types of agents were included in the Agent Properties report, WFM Web stopped generating it and an error appeared. (WFM-25022)

Changing agents skills from Primary to Secondary in WFM Web for Supervisors no longer causes errors. Previously, changing the priority of agents skills prompted the following error message to appear: An unexpected issue occurred while processing this request. (WFM-25021)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:

WFM Web now uses Monday as the Week Start Day for en_AU and en_NZ locales, thereby displaying this information in a manner, to which users in Australia and New Zealand are accustomed. Previously, due to a bug in Oracle Java, some places in WFM 8.5.1 used Sunday for the Week Start Day in these locales. (WFM-23866)

The filter in WFM Web for Supervisor's Calendar Items view now functions correctly, as designed. Previously, after items were selected for filtering, applied, and then restored to All checked:

• The Filter icon did not change from red to blue.
• Items in the Calendar table were not returned until the user clicked Get Data.
• If the user navigated away from the Calendar view and then returned, an error occurred as follows: An unexpected error occurred while processing this request.

(WFM-23867)

WFM Web now preserves the selected Performance target value in Web for Supervisors' Schedule Intra-Day view, when the supervisors are switching back and forth between this view and other views in the application. (WFM-23900)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following correction or modification:

WFM Web enables supervisors to copy schedules with dates that are outside of the existing date range in the Schedule Agent Extended view, even if they generate warnings or errors. Previously, these schedules could not be copied if they generated warnings or errors. (Schedules that did not generate warnings or errors could always be copied.) (WFM-23851)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:

Now the WFM Agent States and Agent Adherence reports no longer contain blank lines when generated in .csv format. Previously, when these reports were exported to .csv format, they contained blank lines (without data). (WFM-23521)

The WFM Schedule Bidding report no longer cuts off schedule information when it is generated using the .csv-friendly option and exported to .csv format.

Note: Reports that are generated in .csv format are intended for machine-based import and generally not viewed or read by humans. Also, the Schedule Bidding report is not intended to be a source of schedule information. The Schedule Bidding report views and imports information about agent bids from bidding scenarios. Therefore, Genesys recommends you use other formats for reports that will be viewed and read by humans, and use other, more suitable reports to obtain schedule information, such as the Team Weekly Schedule report or the Individual Schedule report. (WFM-23537)

Supervisors can now open and use the Schedule > Overtime Requirements view properly. Previously in specific configurations, if the supervisor did not have rights to clean up the Master Schedule, but did have access to the scheduling subsytem, opening the Schedule > Overtime Requirements view produced errors and they were not able to use that view properly. (WFM-23544)

Supervisors can now open and access generated reports in the Generated Reports view. Previously in specific configurations, if the supervisor did not have rights to certain reports and someone else scheduled a report for generation and added the supervisor to a list of users that could see that generated report, then the supervisor would see an error while opening the Generated Reports view and could not access any generated reports. (WFM-23546)

In WFM Web's Time-Off Rules view, supervisors can now enter up to 999 days in fields that specify the number of days in advance for which a request can be made. Previously in this view, supervisors could not add more than 365 days. (WFM-23587)

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Supported Operating Systems

New in This Release

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

• Administrators and supervisors can now specify separate time-off limits for each Time-Off type associated with a Site, Team, Activity, or Multi-Site Activity.

  In addition to existing limits, WFM Web now enables users to specify separate time-off limits for each and every Time-Off type.

  Currently every object on which time-off limits can be set has a configured pair of limit values (Max. Agents and Max. %). After feature implementation, every object will also have as many separate pairs of limits as there are Time-Off types, plus a current pair of limit values applicable to all Time-Off types. WFM applies the limits when Time-Off items are being requested and granted.

  WFM Web enables you to set time-off limits on all configured Time-Off types that contribute to the total time-off limit and shows the slots in the the Web for Agents interface.

  Controls in the WFM Web Interface

  You can specify type-specific time-off limits in the Calendar > Time-Off Limits view. The Type drop-down list shows All selected by default, meaning that the available, non-type-specific time-off limits are displayed and being configured. The Type drop-down list contains all Site and Business Unit Time-Off types that are configured with Counts towards Time-Off Limits enabled. After the the Time-Off type is selected, the limits for that specific type are displayed and modified in the view.

  The values you enter in the Set Values dialog in the Actions menu apply to All types or the selected Time-Off type.

  Notes:

  • You cannot configure a separate limit for the built-in Vacation Time-Off type.
  • The Set Limits dialog in the Actions menu is available for All types only. If you select a single Time-Off type, it is not available for configuration.

  When agents enter Time-Off requests, they see the available Time-Off slots or the limit value (the value for already taken time-off). The agent sees the lowest value of all set time-off limits. After feature implementation, if the slot value provides the lowest value based on the type-specific limit, the specific-type limits might affect the slot values differently for each Time-Off type in the request. (WFM-23124)

• WFM Web enables you to more effectively assign agents to Rotating Patterns and easily determine how agents are distributed among weekly rotations. You can access the following new features in the Policies > Rotating Patterns > Associated Agents view:

  • Rotating Patterns are now assigned based on the agent's effective date (no longer based on the agent's start date), ensuring that agents are assigned to the correct starting week of the Rotating Pattern.

  • A single column, Current Week replaces the Rotating Pattern and Rotation Week columns in the Associated Agents view. This sortable column shows the current week of the rotation on the day specified by the date picker that is named Show Agents assigned to this rotating pattern on following date.

  • The Available agents list in the Associate Available Agents view (click the + icon in the Associated Agents view to open) now includes the column, Current Week. The Rotating Pattern column remains in this view and both columns are sortable.

  • The Associated Agents view now includes a distribution table showing the number of agents in each rotating week on the selected day. The table lists all weeks in the Rotating Pattern, showing the name of each week and the number of agents assigned to that week. This number represents the associated agents for that week's roster on the current day (specified by the date picker Show Agents assigned to this rotating pattern on following date). The table updates automatically when agents are associated with the Rotating Pattern.

    Use this table to balance the distribution of agents across rotating weeks and easily reassign agents to other weeks, if necessary. Scroll through the sorted list or use the the new filter in the Associated Agents list for that rotating week. The list includes only those agents who are currently assigned to the selected weeks (according to the specified date). (WFM-23176)

• In the WFM Web for Agents My Schedule view, in addition to viewing their weekly schedules, agents can now view schedules for the Planning Period. The My Schedule view now displays total paid hours. Trade proposals and Exceptions remain the same (limited to one week), but a Warning message now appears if agents select a date range that spans more than one week. (WFM-23440)

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now displays the history of changes in the Configuration > Schedule State Groups view with no additional action required to load this information. (WFM-22119)

WFM Web now uses the client locale when generating reports. That is, all dates, numbers, and other formatting are applied based on the locale that is set on the computer running WFM Web for Supervisors. Previously, WFM used the locale settings of the server that generated the reports.

Similarly, scheduled report tasks will now use the locale that is set on the computer on which scheduled report tasks were created.

Note: This change does not affect translation or the text in reports, which will continue to be shown in the language of the installed Language Pack (LP). (WFM-22799)

WFM Web now correctly displays translated text on buttons after the Language Pack for certain Asian languages is applied. (WFM-22860)

WFM Web's Agent Properties Report now displays both types of agent Activities: directly-assigned Activities and Activities that are applied according to the agent's skills. (WFM-22894)

WFM Web now correctly sets the Submitted by information created for Time-Off bonuses and displays it in reports and other places in the GUI. Previously, this information (created using WFM Web 8.5.100.x) was not set correctly and did not display where expected. (WFM-23035)

Schedules in the WFM Web for Supervisors Schedule Intra-Day view are now correctly filtered by Contracts. Previously, if all Contracts were selected from one site and a single Contract from another site, the filter was incorrectly applied. (WFM-23091)

WFM Web now reacts correctly to application settings. Previously, if the NameOrder configuration option was set to a value other than 1, WFM Web did not function as expected in some configurations, such as when Internet Explorer v11 was used. (WFM-23208)

Adding and editing Shifts in WFM Web now works as expected when a European timezone is set on a computer with an open browser. Previously in this scenario, if an attempt was made to insert Shifts for a Daylight Savings Time (DST) event date in Web for Agents, WFM proposed and saved incorrect Shift start and end times. (WFM-23439)

The text now correctly fits on the action buttons in German translations of WFM Web for Agents in the Time Off view. Previously, the text did not align or fit properly on the buttons. Also resolved in this fix is the Internet Explorer issue that caused some lines to appear broken, instead of straight. (WFM-23499)

Now users in multi-tenant environments can access and make changes to Activities statistics information without seeing error messages. Previously in WFM Web 8.5.100.x, if objects used to configure Activities statistics (such as, Queues, Routing Points, Agent Groups, and so on) contained duplicate names in different tenant environments, an error message displayed. (WFM-23506)

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Supported Operating Systems

New in This Release

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

• Functionality Moved to WFM Web—The following functions and configuration parameters, previously in WFM Configuration Utility, are now in WFM Web for Supervisors:

  • User Security is now in WFM Web's Configuration > Users and Configuration > Roles views.

  • Time Zones are now in WFM Web's Configuration > Organization > Time Zones view.

  • Time-Off Rules are now in WFM Web's Policies > Time-Off Rules view.

  • Skills are now assigned to Business Units in Configuration > Organization > Business Units > Skills view.

  • Data Aggregator Setup is now in WFM Web's Configuration > Organization > Business Units > Configuration and Configuration > Organization > Sites > Configuration views.

  • Activity Statistics are now in WFM Web's Configuration > Activities > Statistics view.

  • Data Import/Export—In WFM Web's Forecast > Import view. Data export is done through Forecast reports, using the CSV format.

  • Global Settings (Options tab)—Some settings are now in WFM Web for Supervisors and some are discontinued, as follows:

    • Week Start Day—In WFM Web's Configuration > Organization > Business Units > Properties view.

    • Default Time Zone—Setting removed/discontinued. The user's time zone on the Enterprise level is used in Web for Supervisors Forecast and Performance modules.

    • Audit Level options—Settings removed/discontinued and the Audit level will always be High.

    • E-mail Synchronization Enabled—Setting removed. E-mail are synchronized automatically.

    • Paid Breaks are mandatory—In WFM Web's Configuration > Organization > Sites > Properties view.

    • Suppress Break-related warnings while scheduling—In WFM Web's Configuration > Organization > Sites > Properties view.

    • Allow all existing users to access new Sites—Setting removed/discontinued. Users do not have access to new Sites, unless they have or are explicitly given Business Units access rights.

• WFM Web for Agents Help—This Help system is now published and delivered as online content. See Workforce Management Web for Agents Help.

• Multiple Time-Off Types Assigned to Rule—WFM enables assignment of multiple Time-off types to a single Time-off Rule and tracks the number of hours taken for each Time-off type.

• Enhanced Time-Off Management Report—The report now displays each Time-Off type, when the reported Time Off was taken, and displays other Time-Off types in the same Time-Off Rule assignment.

• Understaffing Alert in Intra-Day—The Intra-Day Schedule > Performance view now displays alerts in the Required and Calculated Difference columns if understaffing occurs. WFM displays the color-coded alert in red by default, but users can change the color, if desired.

• Ability to Build Schedules Using Primary and Secondary Activities—WFM has a new option to allow schedules to be built using Secondary Activities. WFM schedules the agents to work on their Primary Activities first. Agents will be scheduled to work on their Secondary Activities if the Primary is overstaffed or the Secondary Activity has not met its minimum staffing requirement. This option is also available in the Intra-Day Re-optimization Wizard.

• Variance can be Converted to Overtime Required—In the Master Schedule > Overtime Requirement view, the Understaffed values (negative values in Staffing Variance column) can now be converted to the Overtime Required values.

• User Security Enhancement—Users, who do not work with Forecasts (and have no access to that module), are now restricted from jeopardizing the integrity of Forecast data either purposely or inadvertently, and cannot save data as a Forecast template.

• Supported in this release:

  • Microsoft Windows 8, 64-bit (compatible, native mode on WFM Web and WFM Database Utility only)
  • FireFox Extended Support Release
  • Java 8

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now correctly displays Exception and Time-Off types in the Schedule Audit Report. Previously, some Exceptions and Time-Off types would sometimes be incorrectly displayed as Full-Day items in the Schedule Audit Report if the same Exception or Time-Off type was present as a Full-Day and a Part-Day item in the schedules displayed in the Schedule Audit Report. This issue did not occur when the same type was present only as a Part-Day item. (WFM-22038)

Supervisors can now assign agents to Sites and Teams even if they do not have Edit/Add/Delete security rights to Configuration > Organization view. Previously, Supervisors could not assign agents to Sites or Teams if they did not have these security rights. (WFM-22051)

The Calendar Audit Report in WFM Web now correctly displays the name of the agent that entered or updated a Time-Off item. Previously, if an agent made a change to a Time-Off item, the report displayed the name as Unknown. (WFM-22053)

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)

Multi-Site Activities are now created and saved successfully in localized versions of WFM Web. Previously, newly created Multi-Site Activities could not be saved in certain localized versions of WFM Web. (WFM-22872)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections and modifications:

WFM Web no longer produces the error message in the Web for Supervisors Forecast > Overlays view, stating that the total of the Distribution Value percentages does not add up to 100 percent, when in fact, it does. (WFM-25253)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections and modifications:

The WFM Web for Supervisors Calendar Items view has a new Time Zone option named Local. Selecting this option causes the view to show Calendar items in each site's time zone for the selected days. Meaning that Calendar items start/end times cannot be compared when this option is selected, as time zones for each site might be different.

Additionally, if the Local option is selected, Calendar items can be published to the schedule without the need to switch to the specific time zone, as described in WFM-25117, even if items from different sites with different time zones are displayed.

The addition of this option resolves a specific customer scenario and provides functionality that existed in the Calendar Items view in WFM releases prior to 8.0. (WFM-25119)

The Publish to Schedule action in the WFM Web for Supervisors Calendar Items view is updated to verify that the time zone selected in the view is the same as the time zone of the sites to which the selected Calendar items belong. If they do not match, a warning appears and the supervisor cannot proceed with the action. Previously, WFM Web did not verify matching time zones and allowed Calendar items to be published to schedules with incorrect times.

This same limitation exists in Schedules which can only be edited if the time zone of the site to which the schedules belong is selected. (WFM-25117)

WFM Web now enables supervisors to copy schedules with dates that are outside of the existing date range in the Schedule > Agent Extended view, even if they generated warnings or errors. Previously, these schedules could not be copied if they generated warnings or errors. (Schedules that did not generate warnings or errors could always be copied.) (WFM-25115)

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Supported Operating Systems

New in This Release

This is a hot fix for this product. There are no new features in this release of Workforce Management Web.

Corrections and Modifications

This release includes the following corrections and modifications:

In some identified scenarios, Web for Supervisors requests for data retrieved too much data, triggering the protection mechanism against malicious actions and Denial of Service actions, and causing the error message Unmarshalling Error: Maximum Number of Child Elements limit (50000) Exceeded. to occur. Therefore, WFM Web has changed the way in which some requests for data are processed. Now, requests for data that potentially could trigger the built-in protection mechanism are processed either by properly limiting the requests or splitting them into manageably-sized requests.

Note: The appearance of this error message is not a consequence of or caused by WFM performance issues. It is specific to the WFM Web component's built-in protection mechanism. If this error message appears, it means WFM Web has already received a response (presumably from other WFM servers), but did not process it. If malicious actions are ruled out and this message appears during normal usage, limit your selections in the WFM Web user interface and request/insert/update less data in a single request.

(WFM-23525)

The Performance data presentation is improved in the Schedule Intra-Day view to match the same data presented in the Performance Intra-Day view. Specifically, empty data is no longer shown as zeros in Schedule Intra-Day view. (WFM-23613)

WFM Web now notifies JAWS screen reader when there is a message presented in the Login screen after an unsuccessful login. (WFM-23627)

WFM Web for Agents Preferences view is updated to enable agents to use the Tab key to highlight the date range field so JAWS can read it. (WFM-23628)

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Supported Operating Systems

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.

• In WFM Web for Agents My Schedule view, in addition to viewing their weekly schedules, agents can now view schedules for the Planning Period. The My Schedule view now displays total paid hours. Trade proposals and Exceptions remain the same (limited to one week), but a Warning message now appears if agents select a date range that spans more than one week. (WFM-23255)

• WFM Web provides improved accessibility support using the following configuration of specific tools and versions:

  • Screen Reader JAWS 15
  • Microsoft Internet Explorer 11
  • Java 7, update 80
  • Microsoft Windows 7

  WFM Web for Agents is fully accessible using this configuration. However, WFM Web for Supervisors has limited accessibility support, due to issues with Screen Reader JAWS 15. To use Web for Supervisors with JAWS 15, you must start it as a separate Java application, using Java Web Start (JWS) technology. Use the WFM JWS application only if you need JAWS. Otherwise, use the standard applet-based WFM application. Both applications are available on the Web Server.

  Access the WFM Web JWS application by adding /wfm.jnlp to the end of the URL that you normally use to access the standard WFM Web application. For example, if you normally access the standard WFM Web application by entering http://<host:port>/wfm into your browser, access the JWS application by entering http://<host:port>/wfm/wfm.jnlp.

  Loading the JWS Application

  Here are some things to look out for when loading JWS:

  • Click the JWS link to load WFM Web for Supervisors.
  • If you are asked to save file, do so and click the option to run the application.
  • If a security dialog appears while the application is loading, click OK to accept it.
  • When the Login dialog appears, it will look different from the standard WFM Login. It will contain fields to enter your username, password and a connection link to WFM Web. The link must be specified as http://<host:port>/wfm (without /wfm.jnlp).
  • After successful authentication the WFM Supervisor Home view appears.

  Important Note: JAWS must be started before WFM Web for Supervisors. Otherwise, JAWS is unable to read the contents of the WFM application.

  Web for Supervisors Support Limitations for Accessibility

  The following non-Java views are not available to supervisors when using JAWS in 8.5.0. The link to these views are not visible on the Home view of JWS application. These views are accessible only through the standard applet-based WFM Web for Supervisors.

  1. Configuration > Agents
  2. Configuration > Organization
  3. Configuration > Schedule State Groups
  4. Configuration > Activities
  5. Configuration > Time Off Bidding
  6. Policies > Shifts
  7. Policies > Contracts
  8. Policies > Rotating Patterns

  These views will be fully accessible in later WFM releases.

  To improve compatibility with Screen Reader JAWS, the visual presentation of some views in WFM Web for Supervisors is different than in the standard WFM Web application. This difference does not affect the functionality that is available to visually-impaired users. (WFM-22776)

Corrections and Modifications

This release includes the following correction or modification:

Adding and editing Shifts in WFM Web now works as expected when a European timezone is set on a computer with an open browser. Previously in this scenario, if an attempt was made to insert Shifts for a Daylight Savings Time (DST) event date in Web for Agents, WFM proposed and saved incorrect Shift start and end times. (WFM-23363)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:

The Staffing Split Wizard in WFM Web for Supervisors' Forecast module is improved and now switches between Activities selection and Budget steps without long delays. (WFM-23204)

Filtering by meetings in WFM Web for Supervisors' Schedule Intra-Day view now yields correct results if the same meeting is selected under more than one Site in the filter. (WFM-23172)

Schedules in WFM Web for Supervisors' Schedule Intra-Day view are now correctly filtered by Contracts. Previously, if all Contracts were selected from one site and a single Contract from another site, the filter was incorrectly applied. (WFM-23067)

Performance of WFM Web for Supervisors' Schedule Intra-Day view is improved, enabling faster data presentation and scrolling. (WFM-23064)

Note: Deploy WFM Server release 8.5.003.13 or later to gain further performance improvements in the Schedule Intra-Day view.

Keyboard navigation in WFM Web is improved, enabling complete keyboard-only operation when using Microsoft Internet Explorer 10 or 11. Some minor keyboard-related issues were resolved, including the inability to navigate out of some time controls and out of focus message dialogs. (WFM-22904)

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Supported Operating Systems

New in This Release

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

Corrections and Modifications

This release includes the following corrections or modifications:

WFM Web now displays agent schedules correctly in Web for Agents when Daylight Saving Time (DST) changes occur at midnight, according to the computer's locale settings. Previously in this scenario, WFM Web displayed agent schedules incorrectly. (WFM-22879)

WFM Web now displays the correct number of profile schedules in the "#" column of the Bidding view after the agent edit edits bid priorities and clicks Apply. Previously in this scenario, WFM Web displayed an incorrect number in this column. (WFM-22889)

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Supported Operating Systems

New in This Release

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

• WFM Web enables administrators to customize the Web for Agents interface so agents can see and use custom views that contain information related to the agent, but obtained from sources outside WFM.

  To enable this feature using Configuration Manager, administrators must create the AgentCustom configuration section under Options in the WFM Web Application object and add the the following values:

  name
  Default Value: <empty>
  Valid Values: text
  Changes Take Effect: Immediately

  Specifies the name that displays in Web for Agents custom UI next to all views (Schedule, Trading, and so on).

  url
  Default Value: <empty>
  Valid Values: The URL for the custom page. For example, http://www.compnyz.com/agenttag
  Changes Take Effect: Immediately

  Specifies the URL that is used to open and display the custom page if the custom module is selected.

  agenttag
  Default Value: <empty>
  Valid Values: text
  Changes Take Effect: Immediately

  Specifies the string that is found in the url value and is replaced with the WFM Agent ID. It enables external applications to identify the agent, for which the custom information must be displayed.

  Note: The name and url values are required. If either one of these values is missing, the custom module is not displayed in the WFM Web for Agents interface.

  (WFM-22330)

• Duration values in the Adherence States Report and Adherence Totals Report are presented in a new format. These reports now use days:hours:minutes:seconds (previously the format was hours:minutes:seconds). (WFM-21771)

Corrections and Modifications

This release includes the following corrections or modifications:

In WFM Web, Supervisors can now assign agents to Sites and Teams without having Edit/Add/Delete security rights in Configuration > Organization. (WFM-22183)

The WFM Web Calendar Audit Report now correctly displays the name of the agent who entered or updated a Time-off request. Previously in this scenario, the report displayed Unknown for the User Name, rather than the agent's name. (WFM-22182)

Time-off requests and Exceptions now display correctly as Part-Day items in the WFM Web Schedule Audit Report. Previously, when Exception or Time-off items of the same type were present as both Full-Day and Part-Day items in the schedules, they were incorrectly displayed as Full-Day items in the Schedule Audit report. (WFM-22180)

WFM Web short names are now correctly displayed in the Master Schedule Intra-Day view for Full-Day Exceptions that have specified start and end times. Previously, short names were not displayed until changes were saved to Full-Day Exceptions with specified start and end times. Also, the short text in the first and last step of Schedule items now displays correctly, if those steps do not cover the entire 15-minute timestep. (WFM-22096)

WFM Web now sends only correct requests to WFM Server when running the Insert, Delete, and Replace Multiple Wizards. Previously, in Schedule views, if a Site contained a combination of the schedules below (and no other Schedules) for selected dates, attempts to run the Insert, Delete, and Replace Multiple Wizards for that Site and those dates sometimes caused WFM Web to send incorrect requests to WFM Server, which in turn caused Server to consume large amounts of CPU resources, run for long periods of time, and produce unexpected results.

• Agents that were moved to another Business Unit
• Agents that no longer have skills for those schedules

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Supported Operating Systems

New in This Release

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

• Improved Search functionality Web for Supervisor views that were added in 8.1.201, 8.1.300, and 8.5.000 releases, with the inclusion of a clickable Search icon to perform search. Click the icon again to find the next matching item. (WFM-20896)

• In Web for Supervisors Configuration > Activities, you can now copy and paste Opening/Closing times. (WFM-21264)

• Supervisors and agents can now delete one or more individual items in a Time-Off batch request, while retaining the original bidding period submission date (of all other items in the batch), ensuring the agent's request remains in the queue, and is considered for first-in-first-out processing, if the request is not granted within the original bid processing period. (WFM-21862)

• Supervisors can now modifiy Schedule State Group effective dates to provide more accurate reporting of Historical Adherence. If the effective date is changed, by clicking the Modify button in the Schedule State Group view, the new date is applicable, starting at midnight on the effective date (not from the midnight of the current day in the site timezone, as is the default), and historical adherence is updated in the Adherence Reports. (WFM-21906)

Corrections and Modifications

This release includes the following corrections or modifications:

When copying one Contract profile to another, supervisors can now filter Contracts by Site, enabling them to quickly find a Contract. (WFM-20918)

In the Configuration > Agents view, Policies > Contracts view, and Policies > Rotating Patterns view, WFM Web now requests confirmation to save data if supervisors make changes and then click Refresh, Log Off, or Home buttons. After the refresh, WFM Web restores the selected items in these views. Previously, the selected items were lost. (WFM-21039)

WFM Web now correctly displays selected items, when lists are sorted in any views in the Configuration or Policies modules. Previously, selections in lists were not displayed after sorting. (WFM-21045)

In the Configuration > Agents view, Policies > Contracts view, and Policies > Rotating Patterns view, when supervisors select Cancel in the dialog You have unsaved changes.., WFM Web now directs them to the page, on which the edited item is selected. Previously in this scenario, after selecting Cancel, an incorrect page was opened with a different item selected.( WFM-21076)

The WFM Web Agent States Report now displays the proper width in rows listing multi-channel reason codes. Previously, the row widths in this report displayed improperly if the second channel had multiple reason codes listed. (WFM-21874)

The WFM Web Agent Adherence Report now shows the correct percentage of Adherence in reports generated in .csv format. Previously, the percentage of Adherence in the .csv format report did not match the percentage shown in reports generated in other formats that contained the same data. (WFM-21875)

WFM Web now works correctly with WebSphere 8.5.5.2 and later. Previously, WFM Web Supervisors would stop working if fix pack 2 was applied to WebSphere 8.5.5. (WFM-21983)

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Supported Operating Systems

New in This Release

There are no restrictions for this release. This section describes new features that were introduced in the initial 8.5 release of Workforce Management Web.

• Multi-Channel Adherence—Multiple media channels in Schedule State Groups track agent real-time states in the Web for Supervisors Adherence module; WFM Agent Adherence and Agent State reports now include historical multi-channel adherence percentages and non-adherence events for each channel separately.

• Sorting in Adherence Module—Ability to sort the Schedule State Groups column in the Web for Supervisors Adherence > Details view.

• Time-Off Bidding—Time-off requests are processed within a configured bidding period for selected date ranges. When this feature is enabled, WFM delays granting agent time-off requests (that fall within the bidding period) until the processing date for that bidding period. On that date WFM grants time-off requests, based on configurable criteria. Then, if there are available slots in time-off limits, WFM processes any time-off requests that were not granted, based on their submission order.

• Single Sign-On—WFM Web supports single sign-on (SSO) functionality in conjunction with Genesys Hub.

• Autocomplete Disabled in Browsers—Ability to enable/disable the Autocomplete function for the password field in all WFM Web supported browsers. By default, it is disabled.

• Supports Microsoft Windows Server 2012, native 64-bit.

• Supports Microsoft Internet Explorer version 11.

Corrections and Modifications

This release includes the following corrections or modifications:

The WFM Web Schedule Summary report now correctly displays a value of 0.0. Previously, the report sometimes incorrectly displayed a value of -0.0. (WFM-21677)

WFM Web for Agents now correctly displays the trade proposal dialog after the agents clicks the You have unanswered proposals message. Previously, when the agent clicked this message, an empty dialog would sometimes display, rather than the existing trade proposal. (WFM-21691)

The workflow in the agent's Availability Patterns view was updated to make editing more comfortable and intuitive. (WFM-21709)

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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.

The Web for Supervisors Help topic "Schedule Build Wizard, sub topic "Provide Target Options" is missing the following information that describes how WFM Server determines the Initial Queue value in the Contact Center Performance Report:

How is the Initial Queue Value Determined?

WFM Server posts a default value in the Initial Queue field, based on existing information and calculations. WFM Server uses the ending queue value of the previous day as the default value. If it is the first day of the Forecast scenario, this value is taken from the Master Forecast.

This same value is used in the Contact Center Performance Report > Queue > Forecasted column for the first day of the new forecasting period after you publish the Master Forecast.

For example, if you published the Master Forecast for 02/02 - 08/02, the Contact Center Performance Report > Queue > Forecasted column for 09/02 displays the backlog value that is proposed in the Staffing Forecast Build wizard for 09/02 in the Initial Queue field.

This information will be added as a subsection to the topic "Provide Target Options" in the next release of the Web for Supervisors Help. (WFM-22845)

The Web for Supervisors Help has incorrect information in the topic "Notification of Schedule Modifications", subtopic "Rules for Sending".

Incorrect: When a supervisor changes one or more schedule days, WFM sends a schedule modification notification to the configured site's affected agent.

Correct: When a supervisor changes one or more scheduled days, WFM sends a schedule modification notification to the affected agent in the configured site and to supervisors who have the appropriate security rights.

A procedure in the Web for Supervisors Help is incorrect. Step 6, in the procedure "Specifying Daylight Savings Information" is as follows:

Incorrect: Select the Do Not Synchronize check box in the Settings pane, if you do not want the Configuration Manager settings to override the settings you configure in the Workforce Management Configuration Utility when automatic synchronization occurs.

Correct: Select the Do Not Synchronize check box in the Settings pane, if you do not want the Configuration Server settings to override the settings you configure in Workforce Management Web when automatic synchronization occurs.

This procedure, which can be found in Configuration > Organization > Time Zones > Time Zone Settings, will be updated in the next release of the Workforce Management Web for Supervisors Help. (WFM-22883)

Some issues exist when the WFM Web for Supervisors and Web for Agents Help (.chm file format) are opened in Google Chrome and Internet Explorer v11 where the modules tree does not display and, in some cases, indexing and search does not work as expected.

Workaround: Genesys recommends using FireFox to open the Help. (WFM-19241)

Note: The WFM Web for Agents Help is now delivered as online content on docs.genesys com (no longer delivered as a .chm file). See Workforce Management Web for Agents Help

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 8.5 release of the Web for Supervisors 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)

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:

• Full Day Exception
• Time Off
• Availability
• Part Day Exception
• Shift
• Working Hours

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

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Known Issues and Recommendations

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

The Agent Properties Report in WFM Web displays only directly assigned activities. Activities on which agents can work according to their skills are not listed. (WFM-22894)

In the Schedule Audit Report, some Time Off and Exception items might be incorrectly display as Full-Day items. This occurs when Time-Off and Exception items of the same type are present as Full-Day and Part-Day items in the schedules that are displayed in the Schedule Audit report. This issue does not occur if the items of the same type are present only as Part-Day items. (WFM-22038)

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 behavior that is different from 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.

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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.

Support is discontinued for the following servers and platforms:

• Microsoft Internet Explorer versions 8 and 9
• IBM WebSphere Application Server versions 8.0 and 7.x
• Java 6

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Internationalization

Information in this section is included for international customers.

This 8.5.x product release supports Language Packs. However, it does not support 8.1.x Language Packs. Use 8.5.x-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 the languages, see the Workforce Management International Release Notes.

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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.

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

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

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

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

Product documentation is provided on the 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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