Workforce Management

Note: Not all changes listed below may pertain to your deployment.

• October 14, 2016
• October 4, 2016
• July 8, 2016
• June 10, 2016
• Known Issues

October 14, 2016

What's New

Resolved Issues

• In specific configurations, WFM agents can no longer request time off if they have insufficient Time-Off balances. Previously in these configurations, WFM allowed agents to request time off and scheduled it immediately, resulting in negative Time-Off balances. (WFM-25634)

• WFM's response time is improved when inserting Time-Off items. (WFM-25325)

July 8, 2016

What's New

Resolved Issues

• Now, when Java applet-based views are running in the WFM Web Application, WFM considers the browser's proxy settings, preventing issues that might have arisen if the proxy was configured in the browser for network connections. (WFM-25829)

• WFM Web for Supervisors Schedule > Intra-Day view now consistently refreshes Performance data when switching between dates. Previously in some configurations, WFM intermittently failed to properly update the Performance data, and it did not match the Schedule data. (WFM-25805)

• WFM Web for Supervisors Home screen now displays the correct background colors when applying the High Contrast theme, improving usability. (WFM-25797)

• Now, supervisors can enter locale decimal numbers into the Wage field in the Web for Supervisors Configuration > Agents view and save the data. (WFM-25795)

• WFM Web for Supervisors Forecast > Import view now uses the base language locale, if it does not recognize an uncommon locale, such as English (Malaysia). For example, if English (Malaysia) is configured on the computer, the Forecast > Import view defaults to English, without specifying a country. (WFM-25778)

• WFM Web for Supervisors now displays the correct message when the size of the imported file exceeds the configured limit in the Forecast > Import view, and the Import progress bar now shows accurate progression. (WFM-25737)

• WFM Web for Supervisors Forecast Import functionality is improved and now enables partial-day data to be imported successfully. (WFM-25736)

• WFM Web for Supervisors Forecast Import functionality now provides improved handling of data containing gaps or days that should be ignored, and no longer causes errors. (WFM-25735)

• WFM Web for Supervisors has a new field in the Forecast > Import wizard, enabling optional specification of the character set if, in special cases a character set must be specified and used to save imported data files.(WFM-25734)

• WFM Web for Supervisors Statistics pane in the Organization > Activities view now opens faster in browsers when the Genesys Configuration database contains thousands of objects. (WFM-25733)

• After changing and saving Role Privileges in WFM Web for Supervisors Configuration > Roles view, you can select No or Cancel with no error messages displaying. (WFM-25732)

• WFM now displays information in the Web for Supervisors Master Schedule > Changes Approval view without empty lines being added to tables or error dialogs displaying. (WFM-25730)

• WFM Web now correctly displays schedules in the Master Schedule > Intra-Day view after opening the Schedule History dialog and clicking Cancel. Previously, in specific schedules that contained Shifts with existing Activity Sets that were completely covered by part-day Exceptions, the schedule did not display correctly after clicking Cancel in the dialog. (WFM-25729)

• WFM Web now correctly copies Shifts to the same site, if the Task Sequences must be used option is specified. Previously, if this option was enabled when copying Shifts to the same site, the references to the associated Task Sequences were not copied, and an error displayed.

• When copying Shifts to another site, the Task Sequences option is explicitly reset to Do not use Task Sequences and references to existing Task Sequences are not copied, but the Shift is always copied successfully. (WFM-25728)

• A message, prompting the user to log in again to continue working in the WFM Reports module, no longer appears when separate WFM Web instances are configured to generate reports. Previously, this sometimes occurred if there were 10 or more minutes of inactivity between actions in the Reports module, and occurred only in releases 8.5.1x and 8.5.200. (WFM-25727)

• WFM Web no longer produces the error message in the WFM Web Forecast > Overlays view, incorrectly stating that the total of the Distribution Value percentages does not add up to 100 percent, when in fact, it does. (WFM-25726)

• WFM Web now prevents the class of vulnerabilities related to Java deserialization. This update prevents not only the specific case described on the web page (linked below), but any other as yet unknown cases, by explicitly restricting deserialization only to specific known classes.

For more information about this vulnerability, see foxglovesecurity.com. (WFM-25725)

• WFM Web has a renewed certificate for signing Java code. The certificate in previous WFM versions expires on July 7, 2016. Using previous versions after that date might generate warnings or errors when attempting to use WFM Web Java-based views. To resolve this issue, Genesys recommends you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-25657)

June 10, 2016

What's New

ETL database schema

• A new WFM Extract, Transform and Load (ETL) database schema is supported that enables Genesys Interactive Insights and various third-party reporting applications to easily create reports that incorporate WFM data. Once configured, this functionality can obtain Schedule, Adherence, and Performance information from WFM and store it in a documented relational database schema.

Known Issues

There are currently no known issues.