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Workforce Management

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

November xx, 2018 (8.5.2xx.xx)

What's New

Minimum consecutive working days

  • The new setting Minimum consecutive working days, in the WFM Web for Supervisors Contracts > Constraints tab, enables supervisors to set the minimum number of consecutive working days an agent must be scheduled before any scheduled day off.

Added Java Support

Added MS Hyper-V Support


Resolved Issues

  • WFM Web has been updated to improve accessibility to the navigation bar menu and sub menus. JAWS 18 screen reader now correctly identifies the navigation bar menu and announces sub menus in a numbered sequence. (WFM-30359)
  • The following issues in the WFM Web for Agents interface are updated using Adaptive technology:
    • The My Schedule page title now contains the name of the active module.
    • The table and cells in the My Schedule view are now labelled.
    • JAWS now announces the purpose of the table and highlighted cells in the My Schedule view.
    (WFM-30358)
  • A new snapshot now opens in WFM Web for Supervisors' Master Schedule > Intra-Day view when the Intra-Day Rebuild dialog and initial snapshot are closed during the rebuild process. This enables WFM to fetch information to update the table in the Intra-Day view. Previously in this scenario, when the initial snapshot was closed during the rebuild process, WFM was unable to fetch information to update the table. (WFM-29925)
  • In WFM Web for Agents My Schedule view, agents can now move the focus indicator through tables by using ALT + Left Arrow key or Alt + Right Arrow key combination. Previously, this combination key function did not work in tables. (WFM-29456)
  • In WFM Web for Agents, the order of the focus indicator in the Schedule Details view has changed and is now set to focus first on the check box at the top of the table, and then move to the Paid hours field at the bottom of the view. (WFM-29455)
  • The Schedule Trade Report now includes agent information only from selected sites when filtering available agents. Previously, the report contained agent information from unselected sites when certain teams or sites were used to filter available agents. (WFM-29452, WFM-29451)
  • The following issues in the WFM Web for Agents interface are updated by using Adaptive technology:
    • JAWS now announces the Previous, Next, Calendar, Schedule settings, and Create trade proposals buttons and they are now labelled.
    • The Skip to main content link now correctly links to the module title.
    • JAWS no longer announces:
      • Invisible asterisks in the Password field when it is empty.
      • Empty navigation regions.
      • Multiple lists that were used for formatting.
    (WFM-29154)
  • In the WFM Web for Agents Time-Off module, agents can no longer incorrectly save multiple full-day Time-Off requests in a single day. Previously, if agents clicked Save multiple times when entering Time-Off requests, multiple identical entries displayed for the same day in the Calendar. (WFM-28632)

October 14, 2016 (8.5.101.12)

What's New

Improved Response Time

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

Resolved Issues

  • In specific scenarios, WFM does not allow agents that have insufficient Time-Off balances to request time off. Previously in these scenarios, WFM allowed agents to request time off and scheduled it immediately, resulting in negative Time-Off balances. (WFM-25634)

July 8, 2016 (8.5.101.27)

What's New

Improved Forecast Import Functionality

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

Resolved Issues

  • WFM Web for Supervisors' Schedule > Intra-Day view now consistently refreshes Performance data when switching between dates, and correctly displays matching data in the Schedule. (WFM-25805)
  • WFM Web for Supervisors' Home screen now displays the correct background colors when applying the High Contrast theme, improving usability. (WFM-25797)
  • Supervisors can now 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 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 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' Forecast > Import wizard has a new field, enabling optional specification of the character set if a character set must be specified in special cases 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 now correctly displays shifts in schedules in WFM Web for Supervisors' Master Schedule > Intra-Day view after opening the Schedule History dialog and clicking Cancel. (WFM-25729)
  • WFM Web for Supervisors now correctly copies Shifts to the same site and the references to the associated Task Sequences are copied when the Task Sequences must always be used option is specified. (WFM-25728)
  • When separate WFM Web for Supervisors instances are configured to generate reports, supervisors can now continue working in WFM Reports without having to log in again. (WFM-25727)
  • WFM now accurately detects total Distribution Value percentages in Web for Supervisors when it adds up to 100 percent and no longer produces an error message. (WFM-25726)

Known Issues

There are currently no known issues.

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