Workforce Management

Workforce Management (WFM) provides the tools that enable contact center managers to better manage their workforce. WFM enables managers to create accurate staffing plans that take into account projected contact volumes and average handle times, as well as the various skills and skill levels of the agent population. Contact center managers can achieve these goals, by using WFM's advanced forecasting, scheduling, and real-time adherence capabilities.

Release Notes

WFM 8.5.x Release Notes

Learn About Localization

Documentation

Administrator's Guide

Use this guide to learn about WFM architecture, functionality, deployment, integration, high availability, and new features.

Web for Supervisors Help (latest)

Use this online Help as site supervisor to use a web browser to manage workforce schedules and policies.

8.5.1 Web for Supervisors Help"> 8.5.1 Web for Supervisors Help

Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules and policies.

See download tips

Web for Agents Help (latest)

Use this online Help as an agent to use a web browser to view and manage your schedules and shifts.

8.5.0 Web for Agents Help"> 8.5.0 Web for Agents Help

Use this downloadable .ZIP file as an agent to use a web browser to view and manage your schedules and shifts.

See download tips

Workforce Management Migration

Use this content to find out about WFM migration prerequisites, procedures, changes between releases, and new features.

ETL Database Reference

Use this reference to learn about WFM's Extract, Transform, and Load (ETL) database schema.

International Release Notes, Help

WFM 8.5.x International Release Notes

WFM 8.5.x International Help

Workforce Management 8.5 Release Information

Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.

[+] Show release information

New in 8.5.x Releases

[+] New in Release 8.5.2

The following new features were added in the 8.5.2 release:

8.5.220 Update releases

• WFM Builder, WFM Data Aggregator and WFM Server are updated to support structured logging to the file containing one-line log records formatted in JSON format. This facilitates easy integration with the centralized log aggregation and viewing systems, like Grafana/Loki. (WFM-36411, WFM-36412. WFM-36094)
• WFM Builder, WFM Data Aggregator and WFM Server are updated to support distributed tracing of the HTTP requests using Open Telemetry protocol (OTLP). (WFM-37252, WFM-37255. WFM-37256)
• WFM Web is updated to support Microsoft Windows 11 for WFM Web Agents and Supervisors UI only. (WFM-36999)
• WFM Web is updated to support Microsoft Edge for WFM Web Supervisors UI (Performance module). (WFM-36992)
• WFM Web is updated to support OpenJDK 17 for WFM Web Server (Apache Tomcat) part. (WFM-36848)

  Important

  Following Java 9 options should be set in Tomcat: --add-opens=java.base/java.util=ALL-UNNAMED, --add-opens=java.base/java.util.concurrent=ALL-UNNAMED

• WFM Web is updated to support OpenJDK 17 for client part (Supervisors UI). (WFM-36847)
• WFM Web is updated to support Tomcat 9.0.75. (WFM-36695)
• A new option tz_mode is added as a workaround for the situation when WFM Server was updated to use the latest time zone database but the WFM Web or Java on the client side was not updated to use the latest time zone information. When tz_mode is set to posix, the WFM API (used by WFM Web) will not use built-in Java API for the IANA time zones, instead it will use the time zone information returned by the WFM Server to calculate DST times. (WFM-36818)

  Important

  WFM Web 8.5.220.07 or higher is required for this functionality.

8.5.220 General releases

• WFM Web for Supervisors includes a redesigned Performance module, enabling access to existing functionality and features, but without the need to use Java. Access to this updated UI depends on the NewSupervisor option value. Web for Supervisors (Classic) Performance module is still supported and available.
• WFM Database Utility now includes data anonymization feature embedded. Using this feature customers can make WFM database backup with anonymized PII (Personal Identifiable Information) data. Two modes of data anonymization are supported:
  • ANONYMIZE_PII — When this option is used, there will be nothing left in the database that can be used to identify any user or agent. For instance, first and last names, email, employee ID, any personal comments, messages, or memos.
  • ANONYMIZE_FULL — When this option is used, there will be no PII in the database and also nothing that can potentially be used to identify the customer. That is, no customer created names like site, business unit, activity, shift names, etc.

8.5.219 Update releases

• Support for Microsoft Windows Server 2022. See the Workforce Management page in the Genesys Supported Operating Environment Reference Manual for more detailed information and a list of all supported operating systems. (WFM-36298)
• Day off is now displayed as Day off in the Agent > Bidding view. Previously it was displayed as 12:00 AM - +12:00 AM. (WFM-36311)
• Intra-day Schedule Rebuild Wizard now allows the user to select multiple days (within 2-weeks date range) and rebuild schedules for the selected date(s) instead of rebuilding schedules for only one day.
• Supervisors can now add comments/memos to Time-Off items in the schedule views. An agent can view the comments/memos added by a supervisor in the Schedule and Time-Off modules. (WFM-35939)
• When a user selects a business unit or site for deletion, WFM Web now requires the user to also enter the name of the business unit or site on the confirmation form. This extra step is added to protect against the accidental deletion of business units and sites. (WFM-35938)
• When rebuilding intra-day schedules, you can now filter agents by contract by selecting the Additionally filter agents by contracts check box. (WFM-35194)
• Support for Red Hat Enterprise Linux 8. See the Workforce Management page in the Genesys Supported Operating Environment Reference Manual for more detailed information and a list of all supported operating systems. (WFM-34724)
• A new index named AK4WM_CALENDAR_ITEMS is added to the WM_CALENDAR_ITEMS table to improve performance. (WFM-36303)
• Building forecast staffing for multiple activities—You can now build forecast staffing for multiple activities at the same time by using the default service level objectives settings for each activity. In addition, the Build Staffing Wizard now provides the ability to use the default service level objective settings and to save any changes as the new default service level objective settings for the activity when building the staffing.
• Dual-role assignments—Workforce Management supports dual-role assignments (Agent and Supervisor) for a single agent account.
• Improved logging —WFM Web now lists application options and environmental variables in the log.
• Added overtime—A new WFM Server application option, OvertimeMode, provides the ability to accommodate added overtime for a scheduled shift substitution by preserving the paid hours of the original shift plus any added overtime.
• Time-Off Types—Agents are no longer able to request Time-Off types that are not assigned to their current time off rule. The Time-Off type drop down list now consists only of Time-Off types that are manually assigned to an agent without a rule or assigned to the agent by a linked Time-Off rule, or at least one of the dates from a time-off request falls into the active assigned period of this Time-Off type (between the start and end date of the linked rule or the Time-Off type directly assigned to the agent). In the event that many dates are selected and the end date of the time off rule occurs between these dates, WFM Web now checks the selected dates and time off type with the agent’s time off rule and displays ineligible dates in red.

For more information about these features, see the WFM Web and WFM Server Release Notes.

8.5.219 General releases

• Multiple languages—WFM Web now supports the installation of multiple language packages for a single WFM Web component. In previous releases of WFM Web, only one installed language package was supported for each WFM Web component.
• Scheduling improvements—Users can now copy an empty shift to a different day of the schedule, even if another event was previously scheduled for that day (such as a shift or time off). Previously, empty shifts could only be copied to days where nothing else was scheduled.

For more information about these features, see the WFM Web and WFM Server Release Notes.

8.5.218 Update releases

• Marked time—WFM now allows Marked Time to overlap Time Off schedule states as long as the Marked Time is not used to mark overtime.
• ETL purging—WFM supports new data retention values when purging data from the WFM ETL database. ETL data retention can be fine-tuned to retain more or less data, and auto purge can be disabled or enabled. When enabled, the data retention value cannot be less than 45 days. (Note: Some configuration is required to enable this feature. Contact your Genesys Account Representative for more information.)
• A new configuration option in the WFM Web Application [Options] SupervisorSessionInactiveTimeout enables users to set the inactivity interval for WFM Web for Supervisors before sessions time out.
• WFM Web has the following security improvements:
  • Auto-complete is disabled on the Login page.
  • New secure headers in server responses: X-Content-Type-Options and X-XSS-Protection.
  • Unnecessary options were removed from server responses that might disclosure server details.
• A new setting in the WFM Web for Agents Configuration > My Settings view enables agents to check/enable the Prevent messages from auto-hiding check box to prevent error, confirmation, and validation messages from disappearing after 5 seconds. Messages remain open until the agent clicks Close.
• An improvement to WFM Server logging provides additional detailed information about the processing of Calendar items that are in Preferred status and flagged as wait-listed when the [Log] x-LogCalServiceTrace option is set to true.
• Supervisors can now move schedule states to other days, by using the new Move to date setting and date-selector in the Select states dialog of the Edit Multiple Wizard. This functionality is available all Web for Supervisors (Classic) views that contain this wizard.
• WFM's Wait-Listing and Time-Off Bidding background processes are now optimized to improve performance and reduce the load on the database, and memory management of the Wait-Listing process is improved.
• WFM has improved performance when processing queries. Now, queries always use an index, and WFM Server automatically purges notification acknowledgments to prevent tables from getting too large.
  • New indexes in WFM Database Utility improve WFM's performance when:
  • Checking time-off limits
  • Inserting time-off requests in the Calendar or Schedule
  • Processing agents' Schedule bids

For more information about these features, see the WFM Web, WFM Server, and WFM Database Utility Release Notes.

8.5.218 General releases

• WFM Web for Supervisors introduces new role privileges under Configuration > Agents. Supervisors can now be granted the following privileges:
  • Read
  • Allow Move
  • Edit Properties
  • Edit Activities
  • Edit Contracts & Rotating Patterns
  • Edit Time Off
  • Edit Time-Off Bonuses
• Supervisors can now edit schedule states in Intra-Day schedules by using settings in the new View or Edit Intra-Day Schedules dialog to invoke the new Edit Multiple Wizard in multiple Web for Supervisor views.
• Edit and Delete Multiple Schedules—In Intra-Day schedules, supervisors can now edit individual schedules within the same day and delete multiple schedules for multiple agents by using settings in the new View or Edit Intra-Day Schedules dialog and the new Edit Multiple Wizard.
• New Roles and Privileges—Using role privileges, WFM Administrators can now enable users to view and read information in the WFM Web UI while preventing them from making configuration changes.

For more information about these features, see the Workforce Management Web Release Note.

8.5.217 Update releases

• Agents Filtering Primary Activities—When filtering a list of agents in the the Schedule > Other Schedule, Schedule > Create Trade proposal, and Trading > Trades views, agents now see the following results:
  • If they select Primary activities only, the filter results show agents whose activities match all of their primary activities.
  • If they select Primary or secondary activities, the filter results show agents who have at least one activity that matches their primary or secondary activity.
• Granular Role Configuration For Organizations—The Add/Edit/Delete privilege for the Organization is split, enabling Administrators to separately assign the Edit and Add/Delete role privileges.

For more information about these features, see the Workforce Management Web Release Note.

8.5.217 General releases

• Alternate Method of Accessing Offline Documentation—WFM Web provides support for an alternate method of setting up offline access to the Help documentation, as an alternative to the default online documentation at https://docs.genesys.com.
• New Filter in Web for Agents—A new setting, Primary activities only, in WFM Web for Agents enables agents to filter and show only agents with matching primary activities.
• Shrinkage Optimization UX Improvement—Supervisors can now quickly make changes to agent schedules by viewing all agents contributing to a scheduled state total and display their schedule in the Intra-day view.
• Assign Time-Off Rules Based On Hire Date—You can now perform bulk assignments of time-off rules, based on the agents' hire date in WFM Web's Policies > Time-Off Rules view.
• New Staffing Columns in Performance Intra-Day—The grid in the WFM Web Performance > Intra-Day view has two new columns under Staffing. The Diff. Calc. and Diff. Req. columns show the values that reflect the difference between Coverage and Calculated, and Coverage and Required staffing for each activity. In addition the (existing) Coverage column is now under Staffing in the grid.

For more information about these features, see the Workforce Management Web Release Note.

8.5.216 General release

• New Column in Dimension Tables—The WFM ETL database Dimension tables WFM_BU and WFM_SITE now have an additional column named IANA_TIMEZONE, which is a standard Internet Assigned Numbers Authority (IANA) time zone name assigned to business units (BU) and sites. For more information about this feature, see When to use IANA time zones in the Workforce Management ETL Database Reference.
• Use of Generic Unpaid Exceptions—When processing Overtime requests, WFM now uses a generic unpaid Exception instead of a generic unpaid break to cover gaps between shifts and overtime when overtime is inserted outside of the shift start/end times, thereby preventing the need to configure different shifts for every gap.
• Improved Security—To increase security in the WFM Web Application, some third-party libraries are updated.
• Improved Accessibility—Changes were made to the display and accessibility of WFM Web Application controls, page layout, and other interface elements to improve readability when using JAWS screen readers.

8.5.215.11 Hot Fix release

February 27, 2020

• Font in WFM Web's JAVA Subsystem—The new [Option] AppletFont configuration option in the WFM Web Application enables users to set the font in WFM Web when characters in some languages, such as Hebrew, do not display in JAVA subsystems.

8.5.215 General releases

November 07, 2019

• Improved Security for WFM Web—Following best practices and to improve security, JSP files in the WFM Web Application are now stored inside Tomcat's /WEB-INF directory to prevent users from browsing directly to these files.
• Integration with Genesys Cloud API—WFM now supports integration with Genesys Cloud API for Forecasting, using the Genesys Cloud upload service.
• Improved Validation of Overtime Offers—WFM Server now performs validation on the length of Overtime Offers, and no longer saves offers that exceed 6 weeks. Existing offers (created before updating to WFM Server release 8.5.215.08) that exceed 6 weeks are not processed with other, valid offers. If an Overtime Offer fails, the automatic process does not stop, but continues to process all other, valid offers.
• Restore Deleted Agents—WFM now restores WFM agents in the WFM Database and associates them with the previous agent/employee ID if they are deleted and then added again with the same employee ID in Genesys Administrator. The new [ConfigService] RestoreTerminatedAgents configuration option in the WFM Server Application supports this feature.
• Added Details in Logs—WFM Daemon logs now have added details on the status of notifications, report generations, ping tasks, and cache updates.

August 15, 2019

• Time-Off Details Within Requests—When adding and editing time-off requests in the WFM Agent Time-Off > Calendar view, agents can now:
  • See a time-scale bar with 1-hour segments (above the Time-Off Limits bar).
  • Click anywhere in the Time-Off Limits bar to see the Period, Time-Off Limit and Wait-List details for that interval.
• Show Start/End Times—A new setting in the WFM Agent Preferences > Calendar view and Schedule > Other Schedules view enables agents to see the start and end times for calendar or scheduled items. Agents can optionally change the settings to display the name of calendar or scheduled items (such as, Availability, Vacation, etc.) by clearing the Show start/end times check box in the Settings dialog.
• New Tool Tip in Agent UI—Agents can hover the cursor over truncated schedule items in the Schedule > Other Schedules view to view item details in a pop-up tool tip.
• WFM Web for Agents (Classic) Deprecated—The Web for Agents (Classic) UI is deprecated and will be unavailable in future releases. Genesys recommends that you change the configuration to display the current Agent UI instead of the Agent (Classic) UI. The current Agent UI has feature parity with Web for Agents (Classic) UI.

8.5.214 General release

• New Forecast Module Interface—WFM Web for Supervisors includes a new forecasting interface, enabling access to existing forecasting functionality and features, but with many user-friendly enhancements, wizards, and tools.

  Note that Web for Supervisors (Classic) Forecast interface is still supported and available.

  • AI-powered Forecasting— Introduced in the redesigned Forecast module, this forecast build method provides a sophisticated, automated build method that uses the best of best forecasting algorithms provided through Genesys hosted cloud infrastructure. For information about how to use this build method, see Building Volumes in the Workforce Management Supervisor Help.
• New Forecast Module Help—Workforce Management Supervisor Help is a context-sensitive Help that describes the new forecasting interface, including topics describing Forecast Scenario and Master Forecast views and procedures describing forecasting tasks.

  Note that the Workforce Management Supervisors (Classic) Help is still available.

• Forecast Overlays Enhancement—In WFM Web's new Forecast module, supervisors can now adjust the overlay's Spread over distribution to 15 or 30 minutes (in addition to 60).
• New Splash Screen—WFM Web has a new Log In splash screen, displaying the latest Genesys branding and logos.
• New Configuration Options—The following configuration options and [auth] section are introduced in this release:
  • WFM Server Application—[Server] tzdb
  • WFM Web Application—[Functionality] NewSupervisor and [Functionality] ClassicAgent
  • WFM Web, Server, Builder, and Data Aggregator Applications—[auth] provider

  For a complete list of WFM configuration options, see the Workforce Management Options Reference.

• Renewed Java Certificate—WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expires on June 11, 2019.
• TLS 1.2 and FIPS 140-2 Security Compliance—TLS 1.2 is supported to provide secure network connections between WFM applications, Genesys Management Framework, and third-party software. WFM supports configurations that use only FIPS 140-2-compliant algorithms in secure network connections. For more information about securing connections, see the Workforce Management Adminstrator's Guide.
• WFM Web UI Launcher—This application can be selected and downloaded using the RUN_JAVA_STANDALONE setting in About > Settings in the UI. After the launcher is deployed, WFM uses it as the default application to open .wfm files in the same session.
• OpenJDK Support—WFM Web and Daemon now support OpenJDK. The new WFM UI Launcher enables clients to run on OpenJDK 11, thereby removing the dependency on Oracle Java versions for which public updates are no longer available.
• Supported Database—WFM now supports Oracle 12c R2.
• Supported Browsers—WFM Web's new Forecast interface supports:
  • Google Chrome 73 or later
  • Mozilla FireFox 60.5 or later
• Discontinued Support—WFM Web no longer supports Solaris operating system.

  See the Workforce Management page in the Genesys Supported Operating Environment Reference Manual for more detailed information and a list of all supported browsers, databases, and prerequisites.

8.5.212 Update release

• Exceptions with Payback—Enhancements to the Payback Exceptions feature enable agents to insert Payback without adding an Exception. For example, agents can enter the Exception on the date that the lateness (or exception) occurred and enter the Payback as a separate request at a later date. Agents can use this feature on their desktop or mobile devices.
• New Payback Option—A new configuration option [Functionality] InsertPayback in the WFM Web Application supports enhancements made to the Payback Exceptions feature.
• Editable Fields in Skills Tab—The values in the Min. level and Max. level fields in the Web for Supervisors Activity > Skills tab can now be edited at any time. Previously, these settings were editable only when skills were being added to new activities.
• Minimum Consecutive Working Days—Supervisors can now set a value representing the minimum number of consecutive working days an agent must be scheduled before any scheduled days off. The Minimum consecutive working days parameter is set in the Constraints tab of the Web for Supervisors > Contracts view. For more information about this feature, see Contract Constraints in the Workforce Management Web for Supervisors Help.
• Continually Process Overtime Offers—WFM can now be enabled to continuously process Overtime Offers, which have FIFO selected for agent bid ranking criteria. Continuous, automatic processing is enabled by the new [ScheduleService] ProcessOvertimeTimeout configuration option in the WFM Server application, which specifies the time interval between overtime bidding processes. For a complete list of WFM options, see the Workforce Management Configuration Options Reference.

8.5.211 Update release

• Support for Java 10—See the "Prerequisites" section on the Workforce Management page in the Genesys Supported Operating Environment Reference Manual for more detailed information and a list of all prerequisites.

8.5.210 Update release

• Custom Activites in WFM Agent interface—Enabling the WFM Web [Options] CustomActivities configuration option when the [Options] ShowAllActivities option value is set to false, now displays the text "Custom activities" beside work items in the new WFM Agent interface.
• Trade Eligibility Testing—WFM now performs Trading eligibility tests when personal trade proposals are created, preventing the submission of ineligible trade proposals from agents.
• Schedule Restored from Audit Log—WFM Server's [ScheduleService] RestoreMode configuration option enables setting the restore mode to specify which schedule (from the Schedule Audit log) is restored when an existing full-day Time-Off or Exception schedule is deleted.
• Multi-Site Activities Data in Reports—WFM Web for Supervisors Weekly Schedule Coverage Report wizard now has a Use Multi-Site Activities check box, enabling users to select the branch used to request data. Selecting the check box submits a request for Multi-Site Activities data. Clearing the check box submits a request for the accumulated data for all activities related to Multi-Site Activities.
• Virtual Platform Support—Microsoft Hyper-V virtual platform is now supported on WFM Web, Server, Builder, Data Aggregator, and Database Utility.

8.5.210 General release

• Alarm Logging for Synchronization Issues—WFM Server now generates alarms for synchronization issues within the log files, enabling users to decide if they need to increase the timeout limit to ensure synchronization is completed. See the Workforce Management 8.5.x Release Notes for feature details.
• Configuration Logged at Startup—The [Log] keep-startup-file configuration option in the WFM Server, Builder, and Data Aggregator Applications enables users to keep or delete a startup segment of the log containing the initial configuration options when the number of segments reaches the value set in the [Log] expire configuration option for that WFM component. See:
  • [Log] keep-startup-file for Server
  • [Log] keep-startup-file for Builder
  • [Log] keep-startup-file for Data Aggregator
• Timeout Controls for WFM Daemon/SMTP Server Connection—The [SMTP] timeout and [SMTP] connectiontimeout configuration options in the WFM Daemon Application enable users to set timeout values to control the communication and connection between WFM Daemon and the SMTP server.
• Supported Operating System—Support for Windows Server 2016.
• Supported Databases:
  • Microsoft SQL Server 2016
  • Microsoft SQL Server 2016 Cluster

  See the Workforce Management page in the Genesys Supported Operating Environment Reference Manual for more detailed information and a list of all supported operating systems.

8.5.209 General release

• Overtime Bidding—WFM's automated overtime scheduling process now schedules agents' overtime slots associated with Overtime Offers:
  • Supervisors with the appropriate role privileges can create Overtime Offers in the new Overtime Bidding view. Supervisors associate an activity or multi-site activity, agents, and sites with the Overtime Offer and use a Marked Time type to indicate overtime in schedules. After agents submit their bids, supervisors initiate the automated overtime scheduling process.
  • Agents who are associated with Overtime Offers can bid on overtime slots. Agents see Overtime Offers in the Bidding > Overtime view after the supervisor marks the offer as "Open". Agents can create, edit, delete, and change the priority of overtime bids. In addition, agent can see their overtime slot requests, their priorities, and statuses for all Overtime Offers with which they are associated.
• Workforce Management Agent Mobile Client—This latest version includes the My Schedule, Trading, Time Off, Preferences, and My Settings modules and views, enabling agents to perform the following tasks on their mobile devices:
  • In the My Schedule screen and dialogs:
    • See scheduled and pending items with the same color configuration as in the desktop UI
    • Create trade proposals
    • Add or rollback Exceptions
  • In the Time Off screens and dialogs:
    • Add, recall, delete, or cancel Time-Off requests
  • In the Trading screens and dialogs:
    • See and filter a list of trades
    • Respond and add comments to trade requests
  • In the Preferences screens and dialogs:
    • Add, edit, and delete Preferences (shift, availability, day off)
  • In the Configuration > My Settings screen:
    • Change their personal settings

8.5.208 General release

• New Genesys Logo and Branding—WFM Web for Supervisors and Web for Agents interfaces have been updated with the current Genesys logos and branding.
• Improved Scheduling of Shift Items—WFM improves how shift items, such as meals and breaks, are scheduled when they cannot be scheduled within valid time slots.
• Display Only Agent Contract Hours—In WFM Web, agents can now narrow the range of hours in the My Schedule view to display only their contract hours. Agents enable this feature by opening the Settings dialog box and checking the Presentation Properties > Use contract hours check box.
• Data Aggregator Monitors Statistic Threads—WFM Data Aggregator now monitors Statistic Thread activity and optionally shuts down when the thread is deadlocked or unresponsive. A new configuration option in the WFM Data Aggregator Application [Options] MonitorStatThreadActivityTimeout is introduced for this feature.
• New Location for WFM Configuration Options—Information about WFM configuration options (descriptions, creating configuration options and sections, removed or changed options) is now in the Workforce Management Options Reference. The reference contains all of the information that was previously in the following topics, which were removed from the WFM Administrator's Guide:
  • "WFM Configuration Options"
  • "Creating New Configuration Sections and Options"
  • "WFM Server Options"
  • "WFM Web Options"
  • "WFM Builder Options"
  • "WFM Data Aggregator Options"
  • "WFM Daemon Options"
  • "WFM Options Changed or Removed"

8.5.207 General release

• Changing the Staffing Forecast Calculation—In Staffing Forecasts, when Average Time to Abandon (ATA) is specified and Service Level objectives allow, WFM can now show a lower number of calculated agents than there is work. To attain this result, set the WFM Server Application's [ForecastService] ServiceLevelMethod option value to 3.
• Time-Off Bidding Feature Enhancements—Time-off bidding has the following enhancements:
  • Available agents in WFM Web can now be associated with a bidding period, by filtering them by multi-site activity.
  • WFM now processes wait-listed items until the Time-Off bidding period End Date and Time has expired while retaining the bidding period ranking criteria.
  • WFM now shows the bidding period status as Processed in the WFM Agent interface Time-Off Bidding Period view and on the Status tab in the Web for Supervisors' Configuration > Time-Off Bidding Periods view when the agent's time-off requests in the bidding period have been processed.
  • WFM can now be configured to (optionally) allow agents to submit only full-day time-off requests for a specific bidding period. Checking the new Bidding Period property check box Allow full-day time-off requests only, prevents agents from requesting part-day time off within specific bidding periods.
  • The Web for Supervisors Configuration > Time-Off Bidding Periods > Status view provides the selected agents time-off bidding details. Clicking the Actions icon in the Status view opens Time Off Details in a separate view.
• Multi-Site Trading—Agents can now trade schedules with agents located at sites other than their own, when Activities within the schedule are added to Multi-Site Activities.
  • Enhancements to the following views in WFM Web for Agents UI support multi-site trading:
    • Trading > Proposals
    • Schedule > Other Schedules
    • Schedule > My Schedule > Create Trade Proposals
    • Schedule > My Schedule Details > Create Trade Proposals
  • Warning messages in the Web for Supervisors Trading > List of Trades view are improved to support multi-site trading:
    • Supervisors see an appropriate warning message when approving trades that involve agents from two different teams when they only have access rights to one of those teams.
    • Supervisors see a warning message for each non-compliant agent involved in the trade.
• WFM Mobile Client for Agents—A preview version is introduced in this release (official release planned for 8.5.209), that includes functionality in the Schedule, Time off and Preferences views, similar to the WFM Web for Agents desktop UI.

  The Mobile Client is supported on

  • Android devices running the latest version of the Google Chrome browser.
  • iOS devices running the latest Apple iOS platform update and built-in Safari browser.
• Bulk Upload Additional Data to the WFM Database—In addition to Contract, Shift, and Rotating Patterns, WFM's Data Importer command line tool enables you to import the following data into the WFM Database:
  • Activities
  • Schedule State Groups
  • Time-Off Rules
  • Time-Off Types
  • Exception Types
    
• Translation Support—This Workforce Management 8.5.x product release supports Language Packs. WFM supports the following localization (International releases). See the "Translation Support" page in the Workforce Management 8.5.x Release Notes for specific versions:
  • French (Canadian)
  • German
  • Italian
  • Japanese

Tip

The Bulk Upload Additional Data to the WFM Database feature is implemented using WFM API. Information is provided and packaged in the WFM API 8.5.207.06 Installation Package (IP).

8.5.206 General release

• Exceptions with Payback—Supervisors and agents can now insert unpaid part-day Exceptions into schedules to indicate missed work time and insert work intervals into schedules to pay back or recoup it. WFM automatically optimizes these agents' schedules. The inserted work, which is Marked Time of type "Payback", provides metrics for the Schedule Marked Time Report and Schedule Marked Time Totals Report.

  For more information about this feature, see the Workforce Management Web for Supervisors Help and Workforce Management Agent Help.

• Agent Rollback Exceptions—Agents can now roll back to a committed schedule after successfully entering Exceptions.
• Role-Based Access to WFM Web for Agents—Administrators determine which agents have access to certain features and functionality in WFM Web for Agents. Using Genesys Administrator, they can add agents to Access Groups that are assigned to appropriate WFM roles, or assign individual agents directly to roles.
• View Non-Tradable Schedules—Agents can use a new setting in the WFM Agents' Other Schedules view to see which schedules are non-tradable. After enabling this setting by checking the Indicate non-tradable items check box, schedules that cannot be traded are displayed with a gray background.
• Non-Tradable Exceptions and Time-Off—Administrators can now use the new WFM Web Application option [AgentSchedule] LimitScheduleDetails to replace the actual names of non-tradable Exceptions and Time-Off items with generic names in the Web for Agents' Other Schedules view. Administrators can use this feature to hide sensitive information, if required.
• Support for TLS 1.2—WFM Server supports TLS 1.2 for HTTPS.
• Translation Support—This Workforce Management 8.5.x product release supports Language Packs. WFM supports the following localization (International releases). See the "Translation Support" page in the Workforce Management 8.5.x Release Notes for specific versions:
  • Italian
  • French (Canadian)

8.5.205 General release

• New WFM Agent UI—A new WFM Web Application user interface for Agents is introduced in this release.
• Workforce Management Agent Help—A new Help is introduced in this release,which describes the WFM Web Application's new Agent user interface and explains how to use it.
• New features in WFM Agent (new UI)—The following features are introduced in this release:
  • In the My Schedule Details view, agents can now print their schedules for 1-6 weeks or for the Planning Period.
  • In the Time Off view, agents can now choose the month from which to present data to more easily view and request time off in the view, rather than navigating between calendar year periods.
  • The Schedule > Other Schedules view now:
    • Displays Activities details, such as start and end times.
    • Clearly identifies full-day Time-Off items by name and with a colored bar above the name.
    • Displays Activity Sets in their configured colors, enabling agents to see who is working on which Activity Set.
    • Agents can now search on agents' names.
• Marked Time Reoptimization—WFM now preserves Marked Time of type Overtime and Payback during Intra-Day schedule reoptimization. The Marked Time of type Payback is new in this release.
• Multiple Days Off Trading—An external tool, available in the WFM API Installation Package (IP) provides an implementation of additional, specific trading rules.
• Bulk Upload Shifts and Rotating Patterns—WFM now provides a command line tool to import Contract, Shift, and Rotating Pattern data into the WFM Database. The tool is available in the WFM API IP.
• New Column in Agent-Extended Views—The Web for Supervisors Master Schedule > Agent Extended and Scenario > Agent Extended views now include a Weekday column, that shows the name of the weekday.
• Translation Support—This Workforce Management 8.5.x product release supports Language Packs. WFM supports the following localization (International releases). See the "Translation Support" page in the Workforce Management 8.5.x Release Notes for specific versions:
  • Italian
  • German
  • Chinese (Simplified)

Tip

The Multiple Days Off Trading and Bulk Upload of Shifts and Rotating Patterns features are implemented using WFM API. Information is provided and packaged in the WFM API 8.5.205.04 Installation Package (IP).

8.5.204 General release

• Scheduling Mode Configured in Contracts—In WFM Web, the scheduling mode is now configured in Policies > Contracts > Constraints, enabling both Task Sequences and Activity Sets to be scheduled for a site simultaneously in one Schedule Scenario.
  Tip

  Your systems administrator must update the WFM database to release 8.5.204.02 or later before enabling this functionality to configure scheduling mode in Contracts.
• Schedule Scenarios Based on Forecasts Scenarios: All Activities Selected—In WFM Web's New Schedule Scenario wizard, when Schedule Scenarios are based on Forecast Scenarios, all Activities from the Forecast Scenario are selected, by default.
• Specifying Colors for Business Units—In WFM Web's Configuration > Colors view, supervisors can now configure default color schemes for each Business Unit separately. Also, this view is now updated to run without Java installed on the Client application. The functionality in the Colors view has not changed.
  Tip

  You must install WFM Server 8.5.203 or later to use this new feature/functionality. If you installed an earlier version of WFM Server, WFM displays the previous version of the Colors view.
• Added Support—WFM now supports Oracle 12c RAC with Dataguard.

8.5.203 General release

• Time-Off Bidding—A new implementation of this existing feature includes the following improvements and enhancements:
  • A new bidding process flow, in which time-off requests for a bidding period are processed multiple times, allowing agents to make changes to comply with time-off limits and bidding period constraints.
  • Supervisors can create and configure multiple Bidding Period objects for the same time-off requests interval.
  • New properties in the Bidding Period object, enabling better control and assignment of agent time-off requests, such as:
    • The First come, first served property now uses the time that the agent last changed his/her status to Ready as the sorting criteria to ensure a uniform sort order in the bid assignment process.
    • The Maximum number of <weeks, days, hours> that can be requested properties restrict the number of weeks, days, and hours that an agent can request within a bidding period.
    • The new Minimum Consecutive Days property, which replaces Minimum Days.
    • The Allowed Agent Timeout property enables supervisors to set a timeout interval to allow agents to change their time-out requests to conform with time-off limits and bidding period constraints.
  • New agent bidding statuses, enabling supervisors to manage the flow of the bidding process in Web for Supervisors, and agents to manage their status when bidding for time off in Web for Agents.
  • A new constraint requires agents to submit time-off requests,ensuring all items in the request are either within or outside of the bidding period time-off interval. Agents must enter time-off requests that cross the bidding period boundaries as multiple separate requests.
  • WFM now counts only granted and scheduled time off when presenting values in the Time off Limits view in Web for Agents. Agents will see these values when requesting time-off within an open bidding period.
  • A new Notification of Time-Off Bidding Changes is sent to supervisors and agents when time-off requests cannot be granted, or when the bidding process sets the agent's status to Timed Out after the configurable timeout interval has expired.

  The Time-Off Bidding feature is described in detail in the Workforce Management Administrators Guide, Workforce Management for Supervisors Help, and the Workforce Management for Agents Help.

• Support for Java Plug-Ins in Browsers—A new RUN_JAVA_STANDALONE setting in Web for Supervisors' About > Settings... view is added to enable users to run Java views from browsers that do not support Java Plug-Ins.
• Added Support—Microsoft Windows 10 for:
  • WFM Web for Supervisors and Web for Agents GUIs only
  • WFM Database Utility component
• Translation Support—This Workforce Management 8.5.x product release supports Language Packs. WFM supports the following localization (International releases). See the "Translation Support" page in the Workforce Management 8.5.x Release Notes for specific versions:
  • Arabic
  • Chinese (Simplified)
  • Chinese (Traditional)
  • Czech
  • French (Canada)
  • French (France)
  • German
  • Italian
  • Japanese
  • Korean
  • Portuguese (Brazil)
  • Russian
  • Spanish (Mexico/Latin America)
  • Turkish

  Use 8.5.x-compatible Language Packs upon their availability. This release does not support 8.1.x Language Packs.

  Language Packs allow installers to select the language, in which the user interface and online Help files are displayed.

8.5.202 General release

• Proxy Settings Detected in Browsers—WFM Web now detects the browser's proxy settings when running Java applet-based views in Web for Supervisors, preventing issues that could arise (applet-based views could stop working) if the proxy is configured in the browser for network connections.

• New Filtering and Sorting Options Enabled—In WFM Web for Supervisors Schedule > Intra-Day and Schedule > Weekly views, supervisors can now:
  • Filter by Shift name.
  • Sort by the Shift End Time.

• New Warning Messages in Web for Supervisors—WFM now displays Warning messages when:
  • Part-day Exceptions are inserted via the Insert Multiple Wizard in the Schedule view, when the Exception partly overlaps the Shift. Either ignore the warning and insert the truncated Exception or close the Warning dialog to void the insertion.
  • Part-day Exceptions that interfere with a rotating schedule for that day are inserted in the Calendar view. Either ignore the warning and proceed with the insertion or close the Warning dialog to cancel the action.

• New Data Stores in WFM ETL Database—The WFM ETL Database now stores Agent Hourly Wage and Rank information in its WFM_AGENT Dimension table.

• Backup/Restore Utility—WFM database update, backup, and restore functions are now performed by WFM Backup/Restore Utility (BRU).

• New Configuration Section and Option—WFM Web Application has a new configuration section and option [Functionality] PreventFraming, which enables you to enforce protective measures against clickjacking. For a detailed description of the PreventFraming option, see the Workforce Management Administrator's Guide.

• Increased Java Security—WFM Web has improved Java security. For more information about this improvement, see the Workforce Management Web Release Note.

• Exception Memos in Web for Supervisors Schedule Views—When adding Exceptions in schedules, supervisors can now add Exception memos (or comments) consisting of up to 256 characters to the Intra-Day Schedule and Agent-Extended Schedule views. Supervisors with privileges to access to these views can also edit Exception memos. When added, Exception memos are shown in the Individual Schedule and Team Schedule reports.

• Meeting Name in Web for Supervisors Schedules Views—When Meeting Exceptions are scheduled, the Meeting name is now shown next to the Meeting Exception name. For example, exception_name, meeting_name (exception_memo) will be shown in the Intra-Day and Agent-Extended schedules.

• Exception Memos in Web for Agents Views—Agents can enter Exception memos in the My Schedule view and see them (read only) in the Preferences view and the Schedule Details views and printed schedules.

• Exception Comments Renamed—The Exception properties Comment field is now named Memo. In the following views and reports, where there are lists, grids, or reports with columns used not only for memo, but also for comments about other Calendar item types, the name is changed to Comment/Memo:
  • In Web for Supervisors:
    • Calendar > Calendar Items view
    • Reports > Calendar Items report (and report wizard)
    • Reports > Calendar Audit report (and report wizard)
      
  • In Web for Agents:
    • Preferences view

• New Delivery Method for Web for Supervisors Help—This Help is now published and delivered as online content. See Workforce Management Web for Supervisors Help.

• Improved Presentation of Performance Data—In Web for Supervisors Schedule > Intra-Day, the Performance data now displays strings with empty values as empty (rather than zero).

• Added Support:
  • ESXi 5.5 virtual platform
  • Firefox ESR 38 browser

• Discontinued Support:
  • WFM Web server components:
    • WFM 32-bit executables
    • Windows 2008, 32-bit
    • Windows 2008, 64-bit compatibility mode
    • Windows 7
    • IBM AIX platform (all versions)
  • Databases:
    • Oracle 10g
    • IBM DB2, v8, v9, and v10
  • WFM Web Application platform (Agents and Supervisors):
    • Windows Vista, 32-bit

A complete list of the databases and operating systems that are supported in all Workforce Management releases can be found in the Genesys Supported Operating Environment Reference Guide.

[+] New in Release 8.5.1

The following new features were added in the 8.5.1 release:

• 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—Now found in WFM Web's Configuration > Users and Configuration > Roles views.
  • Time Zones—Now in WFM Web's Configuration > Organization > Time Zones view.
  • Time-Off Rules—Now in WFM Web's Policies > Time-Off Rules view.
  • Skills—Now assigned to Business Units in Configuration > Organization > Business Units > Skills view.
  • Data Aggregator Setup—Now in WFM Web's Configuration > Organization > Business Units > Configuration and Configuration > Organization > Sites > Configuration views.
  • Activity Statistics—Now in WFM Web's Configuration > Activities > Statistics view.
  • Data Import/Export—Now in WFM Web's Forecast > Import view. Data export is done through Forecast reports, using the CSV format.
  • Synchronization—WFM Server now performs synchronization automatically.
  • Options tab (global settings)—Some settings are now in WFM Web for Supervisors and some are discontinued, as follows:
    • Week Start Day—Now found in WFM Web's Configuration > Organization > Business Units > Properties view.
    • Default Time Zone—Setting removed/discontinued. The 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—Now found in WFM Web's Configuation > Organization > Sites > Properties view.
    • Suppress Break-related warnings while scheduling—Now found 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. This configuration enables multiple Time-Off types to share the same Time-Off balance.
• 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 the Staffing Variance column) can now be converted to the Overtime Required values.
• User Security Enhancement—WFM now ensures that users, who do not work with Forecasts (and have no access to that module) cannot jeopardize (either on purpose or inadvertently) the integrity of Forecast data, nor are they permitted to save data as a Forecast template.
• New Options—The following options are new in WFM Server Application's ConfigService section:
  • SynchronizationCheckUpdatesTimeoutSec
  • SynchronizationLevel
  • SynchronizationTimeout
• Option Moved—The following configuration option in the section ConfigService section, previously in the Configuration Utility Application, is now found in the WFM Server Application:
  • LocalTimezones
• Options Removed—For a list of options that were removed in this release, see WFM Options Removed.
• Localization support—Workforce Management supports the following localizations (International release 8.5.100.02):
  • Arabic
  • Chinese (Simplified)
  • Chinese (Traditional)
  • Czech
  • French (Canada)
  • French (France)
  • German
  • Japanese
  • Korean
  • Italian
  • Portuguese (Brazilian)
  • Russian
  • Spanish (Latin American)
  • Turkish
• Supported in this release:
  • Microsoft Windows 8, 64-bit (compatible, native mode on WFM Web and WFM Database Utility only)
  • FireFox Extended Support Release
  • Microsoft Sequel Server (MSSQL) 2014
  • Oracle 12c
  • Apache Tomcat 8
  • Java 8
• Discontinued Support:
  • WFM Configuration Utility (no longer supported)
  • Microsoft Internet Explorer versions 8 and 9
  • IBM WebSphere Application Server versions 8.0 and 7.x
  • Apache Tomcat 6
  • Java 6

A complete list of the databases and operating systems that are supported in all Workforce Management releases can be found in the Genesys Supported Operating Environment Reference Guide.

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

• Multi-Channel Adherence—WFM supports multiple media channels to track agent real-time states in the Web for Supervisors Adherence module; WFM Agent Adherence and Agent State reports now include historical multi-channel agent states and non-adherence events for each channel separately. For more information about this feature, see Monitoring Workforce Performance and Adherence and How WFM Calculates Adherence.
• Time-Off (Vacation) Bidding—Time-off requests are processed within a configured bidding period for selected date ranges. When this feature is enabled (default), 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. For more information about this feature, see Time-Off Bidding.
• Single Sign-On—Genesys Platform on Demand (PoD) users (administrators, supervisors and agents) can now use a Single Sign-On (SSO) interface, which acts as a portal to the underlying Genesys components, including WFM. SSO provides a unified and simplified user experience without restricting the functionality of the underlying systems. Users navigate to a central landing page (Genesys Hub) containing links that point to various Genesys platforms, based on their level of access permissions. For example, administrators see different links than supervisors or agents. Administrators or supervisors provide their agents with the landing page URL. SSO simplifies user provisioning for administrators and provides a unified security model for all users.
• Localization—Workforce Management supports localization for the following languages:
  • Arabic
  • Chinese (Simplified)
  • Czech
  • French (Canada)
  • French (France)
  • German
  • Italian
  • Korean
  • Portuguese (Brazilian)
  • Spanish (Latin American)
  • Russian
  • Turkish
• Supported Operating Systems and Browsers:
  • Microsoft Windows Server 2012, native 64-bit
  • Microsoft Internet Explorer, version 11.
• Discontinued support—The WFM Configuration Wizards are no longer supported. Consequently, the wizards and the Solution template (WFM_Solution_3rd_Party.sd) have been removed from the Workforce Management Installation DVD.

A complete list of the databases and operating systems that are supported in all Workforce Management releases can be found in the Genesys Supported Operating Environment Reference Guide.

Workforce Management 8.5.x Readme

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2019 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

Workforce Management Third-Party Software

This product includes AspectJ distributed under terms of the Eclipse Public License 1.0

This product contains software developed by the Apache Software Foundation http://www.apache.org.

This product contains itext distributed under terms of the Mozilla Public License.

Woodstox in Apache CXF distribution is distributed under terms of the Apache 2.0 license.

This product contains JasperReports distributed under terms of the Lesser GNU Public License 2.1.

This product contains JFreeChart distributed under terms of the Lesser GNU Public License 2.1.

This product contains JCommon distributed under terms of the Lesser GNU Public License 2.1.

This product includes Browser Detect, by Chris Nott (chris@dithered.com).

This product contains swingx distributed under terms of the Lesser GNU Public License 2.1.

This product contains pack:tag distributed under terms of the Lesser GNU Public License 2.1.

This product contains JSR 305 distributed under terms of the Lesser GNU Public License 2.1.

This product contains librdkafka 0.11.1 Apache Kafka C/C++ Client Library software developed by Magnus Edenhill.

librdkafka - Apache Kafka C driver library

Copyright (c) 2012-2018, Magnus Edenhill All rights reserved. Redistribution and use in source and binary forms, with or without modification, are permitted provided that the following conditions are met:

1. Redistributions of source code must retain the above copyright notice, this list of conditions and the following disclaimer.
2. Redistributions in binary form must reproduce the above copyright notice, this list of conditions and the following disclaimer in the documentation and/or other materials provided with the distribution.

THIS SOFTWARE IS PROVIDED BY THE COPYRIGHT HOLDERS AND CONTRIBUTORS "AS IS" AND ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENT SHALL THE COPYRIGHT OWNER OR CONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT OF THE USE OF THIS SOFTWARE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGE.

The AOP Alliance project is a joint open-source project between several software engineering people who are interested in AOP and Java. LICENSE: all the source code provided by AOP Alliance is Public Domain.

Copyright (c) 2004-2014 QOS.ch All rights reserved.

Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions:

The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software.

THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE.

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

Workforce Management 8.5.x Product Alerts

The following information applies to Genesys 8.5.x software and is important for you to note.

[+] Show Product Alerts

---

IANA time zones might not display in WFM Web applications—After upgrading to WFM Server 8.5.217.01 the Time Zones cache might not contain IANA time zones. Subsequently, requests to return IANA time zones might come up empty and the WFM Web applications might not display time zones. After 24 hours, the issue is automatically resolved when WFM reloads the IANA time zones.

By default, WFM switches to using IANA time zones when authentication is enabled (the [auth] provider option value is set to wfm or genesyscloud). Therefore, if it's necessary to workaround this issue before WFM reloads the IANA time zones and authentication is enabled as describe above, Genesys recommends setting the [Server] tzdb option to 1. This option controls whether or not WFM uses IANA time zones.

---

Internet Explorer Defect in v11 Affecting WFM Web Agent UI—In March 2017, Microsoft introduced a defect into Internet Explorer 11, version 11.0.40 that broke many web applications, including the Schedule presentation in Workforce Management Web Agent UI (8.5.205.09). Genesys has implemented a workaround to resolve this issue in WFM Web release 8.5.206.09. After upgrading to this version, agent Schedules display as expected.

For detailed information about the Microsoft defect, see the Microsoft web site.

---

Google Chrome version 45 ends support for Java Plug-ins—WFM Web Supervisor will no longer work with Chrome v45 and later, due to Chrome's end of support for Java Plug-ins. If you are running WFM Web Supervisor on Chrome v45 or later, Genesys recommends you use either Internet Explorer or Firefox.

---

Limitation for WFM Web for Supervisors in Google Chrome Stable Channel update version 42—By default, this browser version blocks the Java plug-in with no pop-up or other indication. Workforce Management 8.5.x supports Chrome, which means:

• In WFM Web Supervisor 8.5.0—The java applet cannot be started (hangs on the "Checking Java" message).
• In WFM Web Supervisor 8.5.1—Attempts to invoke Java applet subsystems prompts a message (after a long delay) that Java is not detected.

Resolution:
Starting with Chrome version 42, an additional configuration step is required to continue using NPAPI plug-ins.

To enable NPAPI in Chrome v42 and later:

1. In your URL bar, enter: chrome://flags/#enable-npapi.
2. Click the Enable link for the Enable NPAPI configuration option.
3. Click the Relaunch button that appears at the bottom of the Configuration page.

Official source from Oracle www.java.com.

---

Workforce Management Configuration Wizards—The wizards are no longer supported and are not included on the WFM 8.5 DVD. Consequently, the procedures that describe how to install WFM components by using the wizards are no longer documented.

In addition, the Solution template (WFM_Solution_3rd_Party.sd) has been removed from the product DVD.

Tip

You can continue to use the Configuration Wizards to install WFM 8.1 components. Find these installation procedures in the Workforce Management 8.1 Administrator's Guide and the Solution template on the WFM 8.1 installation DVD.

---

Release Notes

WFM 8.1.x Release Notes

Learn About Localization

Documentation

Adminstrator's Guide

Use this guide to learn about WFM architecture, functionality, deployment, integration, high availability, and new features.

Web for Supervisors Help"> Web for Supervisors Help

Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules and policies.

See download tips

Web for Agents Help"> Web for Agents Help

Use this downloadable .ZIP file as an agent to use a web browser to view and manage your schedules and shifts.

See download tips

Configuration Utility Help"> Configuration Utility Help

Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.

See download tips

ETL Database Reference

Use this reference to learn about WFM's Extract, Transform, and Load (ETL) database schema.

International Release Notes, Help

WFM 8.1.x International Release Notes

WFM 8.1.x International Help

Product Advisories

WFM Release Advisory 8.1.x

WFM Configuration Wizard Advisory 8.1.x

Workforce Management 8.1 Release Information

Click below to see New in This Release and Readme information for 8.1 releases.

[+] Show release information

New in 8.1.x Releases

[+] New in Release 8.1.3

The following new features were added in the 8.1.3 release:

• Objects and Functionality Moved—Some modules, configuration objects, and functionality were moved from WFM Configuration Utility to WFM Web and others are now in both components.
  • In both WFM Configuration Utility and WFM Web:
    • Configuration > Organization
    • Configuration > Activities
  • Moved to WFM Web:
    • Configuration > Organization > Sites Properties > Contracts tab
    • Configuration > Schedule State Groups
    • Policies > Shifts
    • Policies > Activities
• Improved Controls in the WFM Web Interface—There are many improvements to controls and functionality, such as:
  • Ability to select several objects and apply simultaneously actions for these objects. For example, by holding down the Control key (on the keyboard) and selecting agents in a list, you can add/remove several agents to/from a team or site simultaneously.
  • Ability to enter search criteria into a Search field to find specific objects in a list and, in some views (such as, list of agents), filter the list by using Search By: radio buttons.
  • Ability to navigate through long lists, by using page navigation controls; First page, Previous page, Next page, Last page.
• Agents Can Change Time Zone in WFM Web—In WFM Web for Agents, users can select a time zone, different from the site time zone. If they select a different time zone, the Schedule, Trading, Preferences, and Time-Off modules display information, based on the new (selected) time zone.
• New Security Options in Configuration Utility—Three new security options provide precise control of Forecast Publishing. After the database is updated to 8.1.3, these new options can be changed in the User Security module in Configuration Utility, under:
  • Modules > Forecast > Publish > Publish IV to Master Forecast
  • Modules > Forecast > Publish > Publish AHT to Master Forecast
  • Modules > Forecast > Publish > Publish Staffing to Master Forecast
• Connection to Backup Configuration Server—WFM components, Web, Server, Builder, Daemon, and Data Aggregator can now connect to backup Configuration Server at startup if the primary Configuration Server is not available.
• Restricted Access to Data Aggregator—The ability to restrict or limit access to users who configure and restart Data Aggregator is implemented with the introduction of a new security option HideDA_settings. This option enables administrators to hide Data Aggregator controls. When this functionality is enabled, certain sections and tabs in Configuration Utility are hidden. By default, it is disabled. For more information about this feature, see the "Configuration Overview" topic in Workforce Management Configuration Utility Help.
• Changes in the Order of Tabs—In Configuration Utility, the order of the tabs in the following panes has changed:
  • Configuration > Activities > Activity tabs are in this order: Skills, Agents, Statistics (previously, Skills, Statistics, Agents)
  • Configuration > Activities > Multi-Site Activities tabs are in this order: Associated Activities, Skills, Agents, Statistics (previously, Associated Activities, Skills, Statistics, Agents)
• Support for ETL Database—To enable Genesys Info Mart and various third-party reporting applications to easily create reports that incorporate WFM data, a WFM ETL (Extract, Transform and Load) database schema is supported. Once configured, this functionality can obtain Schedule, Adherence, and Performance information from WFM and store it in a documented relational database schema.
• Support:
  • IBM DB2 10
  • Microsoft SQL Server 2012
  • Google Chrome
  • Microsoft Internet Explorer 10
• Discontinued Support:
  • IBM DB2 9.1 and 8.x
  • Mozilla Firefox 4.x.
  • Sun Solaris/SPARC 9
  • IBM AIX platform 5.3
  • Microsoft Windows Server 2003
  • Microsoft Windows XP
  • WebSphere Application Server 6.x
  • Java 2 Standard Edition (J2SE) 5.0.

Platform support changes are detailed in the Genesys Supported Operating Environment Reference Guide.

[+] New in Release 8.1.2

The following new features were added in the 8.1.2 release:

• Effective Date for Contracts—Users can specify an effective start date for a contract and assign agents to the Contract accordingly. The agent can have multiple assigned Contracts, but each Contract must have a different effective date.
• Effective Date for Rotating Patterns—Users can specify an effective start date for a Rotating Pattern, which is the date that the Rotating Pattern becomes effective for the agent. The agent can have multiple assigned Rotating Patterns, but each one must have a different effective date.
• Effective Date for Activities—Users can specifiy an effective date for Activities, which is the start date that the agent becomes eligible to work on the Activity. Assignments that use shift days, as opposed to calendar days, have daily granularity, but do not have a specific (start) time.
• Automated Time Off Carry Over—Users can set the calculation of Time Off Carry-Over to occur automatically. When checked (or switched on) automatic Time Off Carry-Over is enabled. When unchecked (switched off) it is disabled.
• View Web Agent Schedule on Mobile Devices—Agents can log in to WFM Web and view their schedule on their mobile device (Android or iPhone).
• Contact Center Performance Report Enhancement—Users can now view forecast-related data in the Contact Center Performance Report.
• Forecast Splitting by Using Percentages—Users can specify a percentage to allocate Volumes from a Multi-Site Activity to each Child (Site) Activity. The total percentage must be no more than 100 percent per interval. The interval can be the entire forecast scenario, weekday, or timestep.
• Forecast Staffing Totals Displayed in FTE or Man Hours—Forecast staffing totals are now displayed in the WFM interface and reports as Forecast Total Equivalent (FTE) or man hours and are editable in both modes (in views in which totals are editable).
• MSA Button Always On—Users now have the option to set the Use Multi-Site Activities button to Always On in the Performance Intra-Day View, eliminating the need to set the button to On each time the View is displayed.
• System Security: Timestamp of Last Log In—A system security enhancement enables the logging of timestamp information when a user logs in to WFM Web through the Supervisor, Agent, or Agent Mobile interfaces for the first time.
• New Splash Screen—The WFM Web Log in GUI has a new splash screen starting with this release.
• Localization Context Information—WFM Localization Kits now include context information for resources that appear in the product and will be translated.
• Objects and Functionality Moved—Some modules, configuration objects, and functionality that were previously in WFM Configuration Utility have been moved to WFM Web. See the following topics in the Workforce Management 8.1 Web for Supervisors Help:
  • Policies > Contracts
  • Policies > Rotating Patterns
  • Policies > Shifts
  • Configuration > Agents > Activities
  • Configuration > Agents > Contracts and Rotating Patterns
• Discontinued Support:
  • Microsoft Internet Explorer 7
  • Mozilla Firefox 3.
  • WebSphere Application Server 6.1
  • Java 2 Standard Edition (J2SE) 5.0.

Platform support changes are detailed in the Genesys Supported Operating Environment Reference Guide.

[+] New in Release 8.1.1

The following new features were added in the 8.1.1 release:

• Automated Shrinkage Forecasting—Users can evaluate actual shrinkages against forecasted ones, with the option of updating Overheads, simplifying the task of improving the accuracy.
• Selective Historical Forecasting—Users can specify unique, multiple periods of historical data during the forecast build process to create forecasts that reflect seasonality. This ensures that staffing needs are adequately met.
• Schedule Audit and Rollback—WFM tracks which parameters were changed in a schedule, and provides an option to go back to a previous schedule (before the change was made).
• Automated Time Off Wait List—WFM automates time-off waitlist functionality by picking and approving time-off instances from the waitlist (based on their position in the queue), when positions within the limit become available. Additionally, agents can now see their own position in the queue.
• Auto Publish Time Off to Master Schedule—WFM 8.1.1 automates the insertion of granted-not scheduled time-off into the schedule. The feature works for agent requests as extension of auto-granting functionality. When time-off is granted and master schedule exists, the application will immediately publish the time-off to master schedule. When an agent recalls granted time-off and such time-off exists in master schedule, the application will remove the time-off from master schedule, substituting it with a base-line schedule.
• Reject Time Off on configured Day Off—WFM optionally prevents the agent from requesting time-off (either full or part day) on the days, when the agent has a day-off according to an assigned contract.
• Exception Management—WFM allows users to optionally remove existing exceptions and to insert the new ones for specific agents, during multi-insert operations.
• Microsoft SQL Database Replication—Microsoft SQL Database Replication: WFM now supports peer-to-peer transactional replication of all database tables between all locations, which provides Microsoft SQL database users with an alternative to deploying terminal services when WFM Configuration Utility is not located near the database.
• Miscellaneous:
  • The Intra-Day Schedule View displays schedules with time zone offsets.
  • You can click the Move to Current Day button to display data for the current day in the Master Schedule Intra-Day view.
  • Government agencies and other corporations can now comply with Handicap Accessibility Regulations. Accessibility for the blind, color blind, and users of limited mobility was improved to the WFM Web for Supervisors module.
  • Employee ID was added to these reports: Schedule States, Individual Schedule, and Weekly Schedule.
  • Support provided for deployment of language packs.
  • New visual cues in the WFM Agent Schedule view details include full names of selected exceptions, breaks, etc. Shading on the graphical schedule bars work in browsers, such as FireFox and Internet Explorer 9.
• Support:
  • Terminal servers WFM DB and Config Utilities added support for Citrix XenApp version 6 (Platinum Edition).
  • WFM Web Server support: Red Hat Enterprise Linux, version 6 and IBM WebSphere Application Server, version 8.
  • Microsoft Internet Explorer 9.
• Discontinued Support:
  • IBM AIX 5.1 and 5.2, 32- and 64-bit versions.

Platform support changes are detailed in the Genesys Supported Operating Environment Reference Guide.

[+] New in Release 8.1.0

The following new features were added in the 8.1.0 release:

• Shared Transportation—WFM now supports the ability to group agents who share transportation (such as carpools or service buses) by building schedules that allow these agents to start and leave at the same time. Agents Supervisors and Administrators can create new shared transportation groups as well as joining or removing existing ones. Supervisors and Administrators can also switch the scheduling of these groups on and off during the schedule build process.
• Simultaneous Scheduling of Deferred Work Activities—The forecasting algorithm for deferred work activities is enhanced so users can optimize the way that Deferred Activities are processed, without impacting service levels for Immediate Activities. This facilitates the user's ability to address unplanned staffing variances and make better use of the available resources.
• E-mail Notifications Enhancements—WFM now provides a security option that controls which WFM Web Supervisor receives e-mail notifications regarding an Agent's Time Off balance. These notifications will be sent when a Time Off change is made in the calendar or schedule.
• Build Schedule Scenarios based on Forecast Scenarios—Now you can build a test schedule based on a forecast scenario.
• Working Rules/Scheduling Constraints—Now in the Contract, you can define the maximum amount of second week-end days that can be worked at a given site. Users can select both the Minimum Duration Between the Start Times of Two Consecutive Working Days and the Minimum Duration Between the End of One Day and Start of Next Working Day.
• Print Schedule Without Relying on the Browser—Agents can print a schedule without relying on the print functionality of their browsers.
• Estimate Time Off Limits Wizard—Time Off Limits will now take into account the total number of available agents that may take time off. Agents availability may be narrowed by the start/end of contract availability, the earliest start/end times of shifts assigned to the contract and open hours of the set of Activities for which the agent is skilled to work. These constraints include Rotating Patterns and Granted Calendar items.
• Accessibility—Enhancements to the WFM Web Agent interface allow corporations to comply with Handicap Accessibility regulations. These include not using color exclusively to display statuses, tabulation enhancements to provide focus to a visible control point, the ability to skip navigation links when using a screen reader, allowing agents to change the representation of WFM Web Agent visual elements by selecting high contrast themes, and ensuring that all frames have titles.
• Operating Systems Supported:
  • IBM AIX, 64-bit, version 7.1
  • Microsoft Windows Server 2003, x64
  • Microsoft Windows Server 2008 R2 Standard, x64
  • Microsoft Windows 7, x32 and x64
• System Platforms:
  • Natively support 64-bit executables on MS Windows 2008 R2: Server, Builder, Daemon, Data Aggregator
  • VSphere 4 Hypervisor virtual platform
• Discontinued Support:
  • Microsoft Windows Server 2000, x32
• System Protocols:—Protocol IP v6: Server, Builder, Daemon, Data Aggregator, Database Utility, Configuration Utility, Web
• System Security (Radius meta-message display)—Supports the ability to display to application end users any meta-text associated with successful authentication attempts to a Radius server: Database Utility, Configuration Utility, Web
• System Secure Data Storage—Encryption support for data stored in: Oracle 11g, MS SQL Server 2008
• Secure Connections—Secure communications (SSL/TLS) between all WFM components, and between WFM and Genesys components: Server, Builder, Daemon, Data Aggregator, Database Utility, Configuration Utility, Web

Workforce Management 8.1.x Readme

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2014 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:

Workforce Management Third-Party Software

This product contains software developed by the Apache Software Foundation http://www.apache.org.

This product contains itext distributed under terms of the Mozilla Public License.

Woodstox in Apache CXF distribution is distributed under terms of the Apache 2.0 license.

This product contains JasperReports distributed under terms of the Lesser GNU Public License 2.1.

This product contains JFreeChart distributed under terms of the Lesser GNU Public License 2.1.

This product contains JCommon distributed under terms of the Lesser GNU Public License 2.1.

This product includes Browser Detect, by Chris Nott (chris[at]dithered[dot]com).

This product contains swingx distributed under terms of the Lesser GNU Public License 2.1.

This product contains pack:tag distributed under terms of the Lesser GNU Public License 2.1.

This product contains JSR 305 distributed under terms of the Lesser GNU Public License 2.1.

The AOP Alliance project is a joint open-source project between several software engineering people who are interested in AOP and Java. LICENSE: all the source code provided by AOP Alliance is Public Domain.

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

Release Notes

WFM 8.0.x Release Notes

Documentation

Administrator's Guide"> Administrator's Guide

Use this downloadable PDF to deploy WFM and enable its features.

Web for Supervisors Help"> Web for Supervisors Help

Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules and policies.

See download tips

Web for Agents Help"> Web for Agents Help

Use this downloadable .ZIP file as an agent and use a web browser to view/manage your schedules and shifts.

See download tips

Configuration Utility Help"> Configuration Utility Help

Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.

See download tips

International Release Notes, Help

WFM 8.0.x International Release Notes

WFM 8.0.x International Help

Helpful Links

WFM CD ReadMe 8.0.x

WFM Release Advisory 8.0.x

Release Notes

WFM 7.6.x Release Notes

Documentation

Note: Workforce Management 7.5 reached End of Support. However, there may be some links to 7.5 documents contained in these documents. If there isn't a 7.6 version of the document and you need it for your 7.6 release, contact Customer Care.

Administrator's Guide"> Administrator's Guide

Use this downloadable PDF to deploy WFM and enable its features.

Integration API Developer's Guide"> Integration API Developer's Guide

Use this downloadable PDF to deploy WFM server-side integration between Genesys software and third-party software.

Supervisor User's Guide"> Supervisor User's Guide

Use this downloadable PDF as a Supervisor to learn how to plan, forecast, and monitor schedules and time-off requests.

Agent User's Guide"> Agent User's Guide

Use this downloadable PDF as an agent to learn how to view and change your schedule and time off requests.

Configuration Utility User's Guide"> Configuration Utility User's Guide

Use this downloadable PDF as an Administrator to learn how to configure agents, schedules, reports, and time-off requests.

Configuration Utility Help"> Configuration Utility Help

Use this downloadable ZIP file to configure the WFM Database used by Web for Supervisors and Agents.

See download tips

Web for Supervisors Help"> Web for Supervisors Help

Use this downloadable .ZIP file as site supervisor to use a web browser to manage workforce schedules and policies.

See download tips

Web for Agents Help"> Web for Agents Help

Use this downloadable .ZIP file as an agent and use a web browser to view/manage your schedules and shifts.

See download tips

International Release Notes

WFM 7.6.x International Release Notes

Helpful Links

WFM CD ReadMe 7.6.x

WFM Release Advisory 7.6.x