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Performance Management Advisors
The Genesys Performance Management Advisors product family displays real-time metrics and Key Performance Indicators. Contact center business managers, operations managers, and key users can view information specific to their role using Contact Center Advisor (CCAdv), Workforce Advisor (WA), and Frontline Advisor (FA), enabling them to quickly identify developing service and performance issues and take corrective action before customers and revenues are affected. Agents use Agent Advisor (AA) to manage their personal performance in real time, correlate performance with supervisors, and receive the information they need.
Use the Advisors Metrics Reference Guide to find information about metrics used by Advisors, including formulas, associated Stat Server metrics, and data sources.
The following new features were added in the 8.5.1 release:
Advisors Cisco Adapter is integrated with the Solution Control Server. This module now supports the warm standby mode of operation. Warm standby is a form of high availability (HA) in which a backup server application remains initialized and ready to take over the operations of the primary server.
The following new features were added in the 8.5.2 release:
Introduced in release 8.5.202.09
You now configure Stat Servers as connections to the Advisors Genesys Adapter (AGA) Application object in the Genesys Configuration Server. See the Genesys Performance Management Advisors Deployment Guide for more information.
The Advisors migration wizard has been updated to reflect the change in connection configuration between Stat Servers and AGA. When upgrading to Advisors release 8.5.2, you can use the migration tool to export the existing AGA–Stat Server configuration, stored in the Platform database. This automatically configures the connections to the respective AGA Application objects. See the Genesys Performance Management Advisors Deployment Guide for more information.
In a multi-tenant Configuration Server environment, you no longer need to link each Advisors Stat Server to all tenants in the Configuration Server. You can now link a Stat Server to one tenant in the Configuration Server and the statistics will be routed correctly to that Stat Server. This configuration can sometimes help to reduce the load on the Stat Servers. See the Genesys Performance Management Advisors Deployment Guide for more information.
Support for Real-Time Metrics Engine 8.5.103.xx.
Support for Red Hat Enterprise/CentOS Linux 7 operating system. AGA supports 64-bit native mode.
Support for Java 8 (that is, version 1.8). Java version 1.7 is no longer supported starting with release 8.5.2.
You can now configure secure TLS connections between Advisors Genesys Adapter and Stat Servers.
The following new features were added in the 8.5.1 release:
Introduced in release 8.5.101.17
The Resource Management Console (RMC) included with Advisors Genesys Adapter release 8.5.101.17 requires Supervisor Desktop Service (SDS) release 7.6.300.11, and is not compatible with earlier versions of SDS.
Advisors Genesys Adapter is compatible with Stat Server 8.5.1. At the time of this release, Genesys had completed testing with Stat Server release 8.5.102.
Introduced in release 8.5.101.08
You can deploy the Supervisor Desktop Service (SDS) and the Resource Management Console (RMC) on Red Hat Enterprise Linux.
There are two new role-based access control (RBAC) privileges associated with the RMC that provide more precise task permissions:
Advisors.RMC.ManageAgentSkills.canView
Advisors.RMC.ManageAgentStatus.canView
You can specify at what time a Stat Server is to reset the statistics daily (that is, for the One day/Growing time profiles).
Introduced in release 8.5.100.11
Advisors Genesys Adapter is integrated with the Solution Control Server. This module now supports the warm standby mode of operation. Warm standby is a form of high availability (HA) in which a backup server application remains initialized and ready to take over the operations of the primary server.
You no longer register your Stat Servers when running the AGA installer. Previously, you input Stat Server connection information in installer screens, which registered the Stat Servers. Those screens have been removed from the installer. You now execute dedicated database procedures to register the Stat Servers.
Support for Genesys intelligent Workload Distribution (iWD) metrics. The supported metrics do not include iWD Datamart metrics.
The following new features were added in the 8.5.0 release:
Advisors Genesys Adapter can now extract agent media-capacity information from the default (out-of-box) source metric that belongs to the CurrentTargetState category. Use the out-of-box metric in the CurrentTargetState category and add filtered media-capacity attributes. Use the resulting custom source metric to create a raw report metric to display on the dashboard for either CCAdv or FA, or you can use the raw report metric to create a calculated report metric. (Added in release 8.5.001.)
Support for Red Hat Enterprise Linux 6.0 64-bit native.
TLS support (for Genesys Configuration Server connections only).
Support for Stat Server version 8.5 starting with Advisors release 8.5.001.
Support for the Outbound Contact Campaign Calling List object.
Support for any custom metric that can be created from the Metric Manager for the supported object types.
The following new features were added in the 8.5.2 release:
Introduced in release 8.5.202.09
Support for SAML 2.0 Single Sign-On (SSO). Users can authenticate once with their corporate SSO system, and then switch between Genesys products without having to enter their credentials again. In particular, users of both Genesys Pulse and Advisors can switch between the two applications without having to log into both separately.
For security purposes, you can now separate the database accounts used by DBAs to create Advisors databases and database objects from the database accounts used by Advisors modules to access and manipulate data at runtime. The Genesys Performance Management Advisors Deployment Guide now includes information and recommendations about scenarios in which you can configure Advisors database accounts to use a minimal set of privileges.
You can now configure the connectivity between Advisors applications and Oracle databases to use the Oracle Call Interface (OCI).
Database connections support TLS 1.2 (tested with MS SQL Server installations only).
Support for MS SQL Server 2016 Cluster.
Support for Platform SDK 8.5.
Support for Apache Tomcat 8. Tomcat version 8.5.23 is packaged with Advisors Platform.
Support for Java 8 (that is, version 1.8). Java version 1.7 is no longer supported starting with release 8.5.2.
Support for Red Hat Enterprise/CentOS Linux 7 operating system. Advisors Platform supports 64-bit native mode.
Support for Oracle 12c Release 2. You require the ojdbc8.jar driver for Release 2.
Support for the Oracle 12c Database In-Memory option.
Support for MS SQL Server 2014/2016 memory-optimized tables.
The following new features were added in the 8.5.1 release:
Introduced in release 8.5.101.17
Advanced Disconnect Detection Protocol (ADDP) is now the default connection type between the Genesys Solution Control Server (SCS) and Advisors Servers.
Introduced in release 8.5.100.14
The following Advisors modules are now integrated with the Solution Control Server:
Advisors Genesys Adapter
Advisors CISCO Adapter
Contact Center Advisor XML Generator
Workforce Advisor Server
Frontline Advisor with the rollup engine
For the preceding modules, Advisors supports warm standby high availability.
You now execute dedicated database procedures against the Advisors Platform database to:
register or remove Stat Server instances
add, edit, or remove Stat Server configuration settings related to Advisors
Advisors alert and action management features can accumulate obsolete historical alert and action management report data that the Advisors application never removes automatically. Advisors Platform database now includes a maintenance procedure that can remove the obsolete data based on configurable criteria.
The following new features were added in the 8.5.0 release:
Genesys provides documentation for High Availability (cold failover) of Advisors components. Cold failover means you have redundant servers available for each of the nodes and adapters for which you require backup. When an Advisors component or its host server fails, you can switch over to the backup system and resume operations. (Added in release 8.5.001.)
You can configure the log4j.xml and the log4j.properties files to use a filename in this format: <Component><Date><Time>.log. <Date> and <Time> are configurable parameters. The appropriate component name is automatically added to the log filename. (Added in release 8.5.001.)
Support for Oracle RAC failover, where the Oracle cluster fails over from one to the other, is included in Advisors 8.5.x releases.
The Performance Management Advisors (PMA) Browser has been removed and replaced with a new thin-client user interface (supported on Firefox v.24.x)—Provides a single landing page for all Advisors. You can open each module in a separate browser tab.
Support for two separate deployments of Advisors on the same machine, each with their own independent configuration and their own databases. The two port numbers that Advisors modules use to communicate, previously hard-coded, are now exposed in properties files. The Platform installer now accepts and sets configurable port values for Geronimo.
Support for a backup Configuration Server.
The ability to create Contact Center Advisor Agent Group custom metrics using the Metric Manager.
The ability to supply names and descriptions in multiple languages for metrics in the Metric Manager. Those names and descriptions are then displayed in the Advisors applications in the selected language.
PMA 8.5.0 supports the following software:
Genesys Management Framework 8.5 (starting with Advisors release 8.5.001)
Genesys Stat Server 8.5 (starting with Advisors release 8.5.001)
Genesys Workforce Management 8.1.2
Red Hat Enterprise Linux 6.0 64-bit native
Java 7 SE bundle
Apache 2.4
TLS—for Genesys Configuration Server connections only
Windows Server 2012 64-bit native
PMA 8.5.0 discontinues support for Windows Server 2003.
The following new features were added in the 8.5.2 release:
Introduced in release 8.5.202.09
The Contact Center Advisor and Workforce Advisor dashboards have been re-designed. Changes to the dashboards include the following:
The dashboards now include an Alerts pane in which to view detailed information about alerts. This replaces the Alerts pop-up window. The Alerts pane provides all the information that was previously available in the Alerts window.
The Metric Graphing window has been streamlined. You no longer open a separate pane in which to re-arrange the display order of metrics. You can change the order in which metrics display on the graph, as well as the color and graph type for each metric, within the main Metric Graphing window.
The dashboards now include a Library drop-down menu in the toolbar for users who have access to Column Chooser. Users can use the drop-down menu to switch between saved metrics libraries without having to launch the Column Chooser window.
The Libraries tab has been removed from Column Chooser. You now create libraries on the main Column Chooser window. Any metrics library, including the "From Dashboard" group of metrics, can be saved as a new library and edited.
A comma is used to denote the decimal point on the German- and French-language CCAdv and WA dashboards.
WA now supports Genesys Workforce Management Server release 8.5.2.
Support for Apache Tomcat 8.
Support for Red Hat Enterprise/CentOS Linux 7 operating system. CCAdv and WA support 64-bit native mode.
Support for Java 8 (that is, version 1.8). Java version 1.7 is no longer supported starting with release 8.5.2.
Users can navigate from Advisors dashboards to the Pulse dashboard, and from the Pulse dashboard to the Advisors dashboards, using links in the top menu navigation bar. You must specify the URL for the Pulse installation during deployment of the Advisors Platform component in order for the link to the Pulse application to display in Advisors dashboards.
Support for Microsoft Edge browser.
You can now create custom metrics for the SMS media type. Both the Source Metrics manager and the Report Metrics manager have been updated so you can create custom SMS-related metrics.
This release includes the following improvements to the CCAdv/WA bulk import and export tool:
In releases prior to release 8.5.2, the bulk configuration tool required the presence of the business hierarchy objects (regions, operating units, application groups, and contact centers) in the Advisors configuration. You had to first add the business hierarchy data to the Genesys Configuration Server's Business Attributes folder, and then manually activate those objects in the Advisors administration module. Starting with release 8.5.2, none of that is necessary prior to using the bulk configuration tool; the bulk configuration tool now has a business hierarchy bulk configuration feature.
The bulk configuration data now includes the Service Level Threshold property for applications. With this addition, the bulk configuration tool covers all application, contact group, and agent group properties that are available in the Advisors administration module.
The bulk export tool can now export service level thresholds.
The bulk configuration export tool can now export the geographic regions that are required for bulk contact center configuration.
You can now configure DN Groups as applications for use in Contact Center Advisor/Workforce Advisor (CCAdv/WA). DN Groups provide an aggregated view of the underlying queues. Consider the use of DN Groups as applications for CCAdv/WA in enterprises where it is sufficient to monitor activity at the "groups of queues" level, rather than drilling down to the individual queue level. In enterprises that have a very large number or queues, configuring DN Groups as applications, instead of queues as applications, can reduce the administrative maintenance effort and can improve system performance.
Contact Center Advisor and Workforce Advisor support the following localizations:
The following new features were added in the 8.5.1 release:
Introduced in release 8.5.101.25
The following report metrics have been added to Genesys Contact Center Advisor and/or Workforce Advisor:
Retrieved Calls: A voice-channel metric available for Agent Groups and Contact Groups. The metric tracks the number of actual retrieved calls for the contact group or agent group.
FC Retrieved%: A voice-channel metric available for Contact Groups. The metric calculates the percentage of forecast calls that were retrieved.
Total Ready Time: A voice-channel metric available for Agent Groups and Contact Groups. For each interval, the metric tracks the total time in seconds that the logged-on agents were in a NOT ACTIVE state waiting for the next call.
ReadyTime%: A voice-channel metric available for Contact Groups. For each half-hour interval, the metric calculates the percentage of forecast handle time that the logged-on agents are expected to be in a NOT ACTIVE state waiting for the next call.
Completed Calls[FILTER 16]: A voice-channel metric available for Agent Groups and Contact Groups. The metric tracks the number of calls completed by the selected group.
CHT-P[FILTER16]: A voice-channel metric available for Agent Groups and Contact Groups. The metric calculates the average time in seconds spent handling calls. Handle time includes talk time, after-call work, and hold time. The calculation includes finished and unfinished calls.
Each Contact Group metric displays a value that is an aggregation of data retrieved from that same metric for Agent Groups. The Contact Group metrics use a 30 Min, Growing time profile and, therefore, can provide correct data only if the associated Agent Groups metrics also use the 30 Min, Growing time profile.
See the following pages in the Genesys Performance Management Advisors Metrics Reference Guide for more information:
A new Retrieved Calls metric for Agent Groups and Contact Groups has been added to Contact Center Advisor and Workforce Advisor. The previously-existing Retrieved Calls metric has been re-named to Completed Calls. The Completed Calls metric (previously Retrieved Calls) counts answered/retrieved calls after the calls are completed. The new Retrieved Calls metric counts answered/retrieved calls as soon as a call is answered.
Introduced in release 8.5.101.15
A supervisor can now make skills changes using the Resource Management Console, whether or not you configure the supervisor to be an agent in the Genesys configuration layer.
Introduced in release 8.5.101.07
You can now use the bulk configuration export utility to generate a copy of your bulk configuration tables from existing application configuration, and the copy contains no redundancies.
Introduced in release 8.5.100.17
Workforce Advisor Server and Contact Center Advisor XML Generator are integrated with the Solution Control Server. These modules now support the warm standby mode of operation. Warm standby is a form of high availability (HA) in which a backup server application remains initialized and ready to take over the operations of the primary server.
Support for Genesys intelligent Workload Distribution (iWD) metrics for queue activity (Interaction Queues) and agent group activity. The supported metrics do not include iWD datamart metrics. The following iWD metrics are available:
WorkItemEntered
WorkItemStopped
WorkItemMoved
MaxWorkItemProcessed
MinWorkItemProcessed
WorkItemWaiting
WorkItemInQueue
WorkItemOffered
WorkItemAccepted
WorkItemRejected
WorkItemTerminated
WorkItemProcessed
WorkItemTimedOut
WorkItemTransfersMade
WorkItemProcessingTime
WorkItemAverageProcessingTime
Support for the following browsers:
Mozilla Firefox 24.x
Microsoft Internet Explorer 10
Microsoft Internet Explorer 11
Google Chrome 35
Important
If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.
The Source Metrics manager shows Interaction-related actions, available in the Main Mask and Relative Mask drop-down menus when you create a new source metric.
Advisors dashboards are available in English, French, or German.
In the Report Metrics manager, use the Language drop-down list when creating or editing metrics to specify your language preference for the metric display name and description: English, French, or German.
A comma is used to denote the decimal point on the German CCAdv and WA dashboards.
Support for Oracle 12c databases.
Support for Microsoft SQL Server Cluster.
Support for Microsoft SQL Server 2012.
Custom historical chat and email agent group metrics that use the Short, Medium, or Long time profile group, and which you enable, are available in the Column Chooser for display on the dashboard. Previously, Contact Center Advisor could display only Short email and chat agent group report metrics on the dashboard.
The following new features were added in the 8.5.0 release:
You can create custom agent group report metrics using capacity rules. These custom report metrics can track:
maximum interactions
routable interactions
current interactions
(Added in release 8.5.001.)
You can configure the prefix to be used as part of the internal short name for custom report metrics. (Added in release 8.5.001.)
In the Metric Manager, you can search by metric name or description in German, as well as English, regardless of the language option you selected at login. (Added in release 8.5.001.)
You can now assign a time profile group (Short, Medium, or Long) to a point-in-time custom report metric for an application or agent group in the Time Profile section of the Report Metrics Manager Create/Edit page. (Added in release 8.5.001.)
In the Administration module:
The Source Metrics section provides a user interface for maintaining stat type definitions from Stat Server. Source metrics can be created for GroupAgents, Queue, Interaction Queue, and CallingList objects.
The Report Metrics section enables you to create new Contact Center Advisor (CCAdv) application and agent group metrics. This functionality does not include Workforce Advisor (WA) contact group or agent group metrics.
Flexible time periods:
For dashboard display, the time periods are grouped into three time profiles.
Metric column headers specify the exact time period.
Define metric display names and descriptions in English or German.
Note that the latest CCAdv/WA release that supports French is 8.1.401. Release 8.5.0 does not support French.
Ability to reduce the volume of statistics collected, and potentially reduce the number Stat Servers, by grouping raw report metrics and configuring metric applicability for the relevant source object in the Configuration Server.
Workforce Advisor support for multi-site activities from Genesys Workforce Management.
Oracle performance improvements—meets a 30-second maximum for Point-in-Time and 5-Minute metrics and a 2-minute maximum for 30-Minute and Today metrics.
The following new features were added in the 8.5.0 release:
The server-side Mobile Edition application has been incorporated into the IP for CCAdv-WA. It no longer requires separate installation. The client-side applications remain separately installed applications. For client installation instructions, see the deployment procedures in the Performance Management Advisors Deployment Guide.
Support for Apple iOS 7.
Support for Android OS 4.0.3+ Kitkat.
New labeling for time profiles:
On the Now pane, the time profile labels have been changed from N,30, and T to S,M, and L.
On the Performance Monitor module, the time profile labels have been changed from NOW,LAST 30, and TODAY to SHORT,MEDIUM, and LONG.
Important
The new labels are visible only with Performance Management Advisors server v8.5.0 and higher. If your Performance Management Advisors server runs a release that is older than release 8.5.0, you will continue to see the old labels.
On Apple client devices, the following changes have been introduced:
The Advisors Mobile Edition interface by default now aligns with the look of the default iOS7 interface.
A new session timeout parameter requires users to log back into the Mobile Edition client if it has been in the background continuously for more than 15 minutes. When the session expires, the following message appears, along with pre-filled user name and password fields, and the server URL: Session expired. Session has been idle over its time limit. Please re-login.
On Android client devices, the following changes have been introduced:
Role-based access control enables you to control access to the Metrics tab and/or the Performance Monitor module.
A new Logout button appears on the About tab. The Logout button returns you to the login screen where you can re-enter your user name, password, and server URL or quit the application.
Important
The latest mobile client versions supported in this release are iOS 7.1.1 and Android 4.0.3+ Kitkat, which can be downloaded from the Apple App Store and Google Store, respectively. For the latest supported Blackberry version, see the Contact Center Advisor – Mobile Edition Blackberry Client 8.1 Release Note.
You must use Google Play Services 5.0.84 or higher to run the Advisors Android Client.
For Known Issues relating to the iOS Client, Android Client, and the Blackberry Client applications, see release notes for each application.
The following new features were added in the 8.5.2 release:
Introduced in release 8.5.202.09
The Frontline Advisor supervisor dashboard has been re-designed. Changes to the dashboard include the following:
There is now one pane in which to view detailed information about alerts, the Team Alerts pane. The Team Alerts pane provides all the information that was previously distributed between the Agent Alerts and Team Alerts panes.
You can now pause the dashboard. This preempts automatic data updates until you press the Play button to resume the data flow.
The dashboard toolbar includes a Data Connection status indicator. The status indicator changes color when you click the Pause button on the toolbar, or when there is a problem with connectivity.
The dashboard displays a timestamp in the toolbar, which indicates when dashboard data was last updated. Under normal circumstances, the Frontline Advisor dashboard receives data at regular intervals, however, the timestamp changes only when there is new data to display on the dashboard. Users can check the timestamp to determine when updated data was last received. You can use the timestamp to determine the health of the data source, as well. If the timestamp does not update in a long time, check the data source to make sure that it is working correctly.
Column Chooser has re-designed.
Performance Management Advisors Agent Advisor is discontinued.
Users can navigate from Advisors dashboards to the Pulse dashboard, and from the Pulse dashboard to the Advisors dashboards, using links in the top menu navigation bar. You must specify the URL for the Pulse installation during deployment of the Advisors Platform component in order for the link to the Pulse application to display in Advisors dashboards.
Frontline Advisor supports the following localizations:
French (France)
German
Support for Apache Tomcat 8.
Support for Red Hat Enterprise/CentOS Linux 7 operating system. FA supports 64-bit native mode.
Support for Java 8 (that is, version 1.8). Java version 1.7 is no longer supported starting with release 8.5.2.
The following new features were added in the 8.5.1 release:
Introduced in release 8.5.101.17
Frontline Advisor (FA) includes two new privileges, FrontlineAdvisor.SupervisorDashboard.Export.canView and FrontlineAdvisor.AgentDashboard.Export.canView, that control access to the Print button. Users to whom you assign the relevant privilege can see and use the Print button on their dashboard. The Print button does not display on the dashboard for users to whom you have not assigned the appropriate privilege.
FA can now display an agent's full first name and last name, making it easier to distinguish between two agents whose first initials and last names are identical (for example, B. Smith might be Bob Smith or Betty Smith)
Introduced in release 8.5.101.08
The Team pane of the FA supervisor dashboard now includes the DN column. The DN column shows each agent's extension or ACD position in a voice environment, or, in a multimedia environment, the channel into which the agent is logged. To display agent DN information on the FA supervisor dashboard, ensure you enable the new DN (AgentDN) report metric in the Metric Manager (it is disabled, by default).
Introduced in release 8.5.100.15
Frontline Advisor FA Server (that is, FA with the rollup engine) is integrated with the Solution Control Server. This module now supports the warm standby mode of operation. Warm standby is a form of high availability (HA) in which a backup server application remains initialized and ready to take over the operations of the primary server.
Support for a dynamic hierarchy reload. The FA hierarchy is monitored in real time, with structural changes being reflected almost immediately in the dashboards rather than requiring a 24-hour reload cycle or a manual hierarchy reload.
FA now includes an Agent Skills metric. The Agent Skills metric provides the list of configured skills for each agent and the skill levels. You can view agent skills, and corresponding skill levels, in the FA supervisor and agent dashboards. In the supervisor dashboard, use the Skill filter at the top of the Team pane to filter the list of agents by agent skill.
The Source Metrics manager shows Interaction-related actions, available in the Main Mask and Relative Mask drop-down menus when you create a new source metric.
The formula for AverageWrapTime has changed from [TotalWrapTime] / [InboundCallsHandled] to [TotalWrapTime] / [ACWStatus]. Unlike InboundCallsHandled, ACWStatus considers only handled calls that have after call work. This might impact the average value.
Support for Genesys intelligent Workload Distribution (iWD) metrics for agent activity. The supported metrics do not include iWD Datamart metrics. The following iWD metrics are available:
WorkItemOffered
WorkItemAccepted
WorkItemRejected
WorkItemTerminated
WorkItemProcessed
WorkItemTimedOut
WorkItemTransfersMade
WorkItemProcessingTime
WorkItemAverageProcessingTime
Support for the following browsers:
Mozilla Firefox 24.x
Microsoft Internet Explorer 10
Microsoft Internet Explorer 11
Google Chrome 35
Important
If you run the Advisors dashboard(s) in Microsoft Internet Explorer in your enterprise, Genesys recommends that you disable the Compatibility View mode.
Dashboards are available in English, French, or German.
In the Report Metrics manager, use the Language drop-down list when creating or editing metrics to specify your language preference for the metric display name and description: English, French, or German.
The following new features were added in the 8.5.0 release:
You can create custom agent report metrics using capacity rules. These custom report metrics can track:
maximum interactions
routable interactions
current interactions
(Added in release 8.5.001.)
You can enable or disable FA report metrics by time profile using the Report Metrics manager. (Added in release 8.5.001.)
You can configure whether or not the Time in Reason code part of the Reason code metric displays on the dashboard. (Added in release 8.5.001.)
In the Administration module:
The Source Metrics section provides a user interface for maintaining stat type definitions from Stat Server.
On the Report Metrics page, Agent is an option for the Object type. Report metrics can be created for the Agent object.
The Report Metrics page enables you to create new state and performance metrics.
The Report Metrics page allows you to enable any disabled metric on the page.
The ability to define metric display names and descriptions in English or German. Note that the latest Frontline Advisors release that supports French is 8.1.401. Release 8.5.0 does not support French.
Use the Advisors Metrics Reference Guide to find information about metrics used by Advisors, including formulas, associated Stat Server metrics, and data sources.
CCAdv/WA Administrator User’s Guides for releases prior to 8.1.5
