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Workforce Management

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

November 2, 2018 (8.5.211.06)

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.

Platform Support

  • Support for Java 10. Starting with Java 9, browsers no longer support Java plug-ins. WFM provides a workaround to enable Java Webstart to start as a standalone application that contains Web for Supervisor Java-based views. To enable this feature, speak to your Genesys Customer Care representative.
  • Support for the Microsoft Hyper-V virtual platform.
  • Support for Microsoft Windows Server 2016.

Overtime Bidding

  • Enables WFM to schedule agents' overtime bids (associated with Overtime Offers) within the existing overtime scheduling process. Supervisors with the appropriate role privileges can create Overtime Offers in the new Overtime Bidding view and initiate the automated overtime scheduling process. Agents can then bid on overtime slots in Overtime Offers in the Bidding > Overtime view after the supervisor marks the offer as "Open".

Agent Mobile Client

  • The Workforce Management Agent Mobile Client now includes the My Schedule, Trading, Time Off, Preferences, and My Settings modules and views, enabling agents to perform the several tasks on their mobile devices.

Presentation Properties in My Schedule

  • In WFM Web, agents can now narrow the range of hours in the My Schedule view to display only the hours in their contract. Agents enable this feature by opening the Settings dialog box and checking the Presentation Properties > Use contract hours check box.

Multi-Site Trading

  • WFM Web now supports multi-site trading. Agents use the the new Trading > Trades view in the Agent UI to trade schedules with other agents located at different sites when Activities within the schedule are configured as Multi-Site Activities.
    The following views in the WFM Web for Agents UI are enhanced to support multi-site trading
    • Schedule > Other Schedules
    • Schedule > My Schedule > Create Trade Proposals
    • Schedule > My Schedule Details > Create Trade Proposals
  • Warning messages in Web for Supervisors Trading > List of Trades view are improved to support multi-site trading. Now supervisors see:
    • Appropriate warning messages when approving trades that involve agents from two different teams when they only have access rights to one of those teams.
    • Warning messages for each non-compliant agent involved in the trade.

Enhancements to Time-Off Bidding

  • WFM now shows the bidding period status as Processed in the WFM Agent interface Time-Off Bidding Periods view and on the Status tab in Web for Supervisors Configuration > Time-Off Bidding Periods view when the agent's time-off requests have been processed.
  • Available agents in WFM Web can now be associated with a bidding period when filtered by Multi-Site Activity.
  • WFM Web's Time-Off Bidding Period property Processing Finish Date and Time has been renamed Closing Date and Time.
  • Supervisors can (optionally) configure WFM to allow agents to submit only full-day time-off requests for a specific bidding period.
  • Supervisors can now see the selected agents' time-off details in Web for Supervisors Configuration > Time-Off Bidding Periods > Status view.

Agent Mobile Client Preview

  • WFM introduced a preview version of the WFM Mobile Client for Agents 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.

Exceptions with Payback

  • Exceptions with Payback enable supervisors and agents to 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 indicated by Marked Time of type Payback, provides metrics for the Schedule Marked Time Report and Schedule Marked Time Totals Report.

Ability to Rollback Exceptions

  • Rollback Exceptions enable agents to roll back to a committed schedule after successfully entering Exceptions.

Role-based Access to Web for Agents

  • Role-based access to WFM Web for Agents enables administrators to 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. To enable this feature, contact your Professional Services representative.

Non-Tradable Items in Other 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 selecting the Indicate non-tradable items check box, schedules that cannot be traded are displayed with a gray background.

Hide Non-Tradable Exceptions and Time-Off

  • Administrators can now replace the actual names of non-tradable Exceptions and Time-Off items with generic names in the Web for Agents' Other Schedules view, enabling them to hide sensitive information, if required. To enable this feature, contact your Professional Services representative.

Improved Report Generation

  • WFM has improved generation of the Agent Adherence Report when it contains millions of records. (WFM-27127)

New WFM Agent Interface

  • A new WFM Agent user interface is introduced in this release.

New WFM Agent Help

  • The Workforce Management Agent Help is introduced in this release, which describes the new Agent user interface and explains how to use it. The previous version of the Help is renamed Workforce Management Web for Agents (Classic) Help

Added Features in New Agent Interface

  • In the Schedules 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.

New Marked Time Type Preserved

  • 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.

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.

Ability to choose Scheduling Mode

  • The Scheduling mode in WFM Web is now set in Policies > Contracts > Constraints, enabling both Task Sequences and Activity Sets to be scheduled for a site simultaneously in one Schedule Scenario.

New Schedule Scenario Wizard

  • 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.

Improved Visibility for Auto-commit Indicator

  • In the WFM Web for Supervisors Schedule > Master Schedule > Intra-Day view, the Auto-commit icon now clearly indicates when the auto-commit action is enabled and disabled, by displaying brightly when enabled (on) and dimly when disabled (off).

Specify Colors for Business Units Separately

  • WFM Web for Supervisors Configuration > Colors view now enables supervisors to specify distinct default colors for each Business Unit.

Enhancements to Time-Off Bidding

  • A new implementation of the Time-Off Bidding 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.
    • The option for supervisors to create and configure multiple Bidding Period objects for the same time-off request 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 Do not process property enables supervisors to suspend or resume the bid assignment process.
      • 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, in which 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 agent is skipped after the configurable timeout interval has expired.
    • This feature supports migration of earlier 8.5.x releases.

Java Plug-In for Browsers

  • WFM Web now allow supervisors to use Java-based views in browsers that do not support the Java plug-in.
    The RUN_JAVA_STANDALONE setting in Web for Supervisors About > Settings... view enables users to run Java views from browsers that do not support Java Plug-Ins. If this setting is checked, WFM generates a file, downloads it, and automatically launches the applet. However, you might have to save the file to your hard drive and start it, as you would any other application. It then starts as a standalone Java Webstart application, containing Java-based supervisor views. There are limitations when using the Java plug-in. To enable this feature, contact your Professional Services representative.

Added Windows Server Support

  • Added Microsoft Windows 10 support for the WFM web-based application only (Supervisors and Agents).

Detection of Proxy Settings 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 was configured in the browser for network connections.

Sorting and Filtering in Schedules

  • In WFM Web for Supervisors Schedule > Intra-Day and Schedule > Weekly views:
    • Filtering by Shift Name is now enabled.
    • Sorting by the Shift End Time is now enabled.

Prevention of Deserialization Vulnerabilities

  • 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 yet unknown cases by explicitly restricting deserialization only to specific known classes. For more information about this vulnerability, see foxglovesecurity.com.

Protection Against Clickjacking

  • WFM enables enforcement of protective measures against clickjacking. Clickjacking, also known as "UI redress attack" is a malicious technique that tricks a Web user into clicking on a button or link on another page when they intended to click on the the top level page, thereby hijacking clicks and routing them to another page, most likely owned by another application, domain, or both.

Protection Against Session Fixation

  • A new WFM security feature prevents vulnerability of Session Fixation by changing the session identifier after a user logs in and logs out.

New Time Zone Setting

  • A new Time Zone setting named Local is now available in the Calendar Items view. Selecting this setting displays calendar items in each site's time zone for the selected days. Calendar items from different sites are not directly comparable when this setting is selected.
    In addition, selecting this setting enables you to publish calendar items to schedules without having to switch to the specific time zone (as described in WFM-25117), even if the items displayed are from different sites with different time zones.

Exception Memos

  • When adding Exceptions in Web for Supervisors Schedule views, supervisors can now add exception memos (or comments) consisting of up to 256 characters to the following:
    • Intra-Day Schedule view
    • Agent-Extended Schedule view
    • Individual Schedule report
    • Team Schedule report
    Supervisors with privileges to access these views can also edit exception memos.

Meeting Name Displayed in Schedules

  • When Meeting Exceptions are scheduled in Web for Supervisors Schedules views, 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 Agent UI

  • Agents can now enter Exception memos in the WFM Web for AgentsMy Schedule view and then see them (read only) in the Schedule Details views, and printed schedules.

Comment Field Renamed

  • The Comment field in Exception properties is renamed 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 Agents Preferences view
    • In Web for Supervisors:
      • Calendar > Calendar Items view
      • Reports > Calendar Items report and report wizard
      • Reports > Calendar Audit report and report wizard

Improved Presentation of Performance Data

  • In Web for Supervisors Schedule > Intra-Day, the presentation of performance data is improved and now displays strings with empty values as empty (rather than zero).

Added Virtual Platform Support

  • Support for virtual platform ESXi 5.5.

Added Browser Support

  • Support for Firefox ESR 38. .

Resolved Issues

Web for Agents

  • The following issues (where Adaptive technology is used) in the WFM Web for Agents interface are fixed:
    • 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.
    • Job Access with Speech (JAWS) now announces the purpose of the table and highlighted cells in the My Schedule view.
    (WFM-30358)
  • 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. (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 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, which previously caused multiple duplicate entries for the same day to appear in the Calendar. (WFM-28632)
  • In the new Agent interface, WFM Web now displays the text "Custom activities" beside work items. If set to use the text, WFM replaces the long lists of activities in all views with "Custom activities". (WFM-27742)
  • WFM's Agent UI now correctly displays the Activity Set description in the Schedule Details dialog. (WFM-28193)
  • In the WFM Web for Agents Preferences > Calendar view, agents no longer receive an error if they are adding preferences and do not select dates chronologically. (WFM-28133)
  • WFM now displays Time-Off items on the last day of month in the Time Off view in WFM Agent Mobile interface. Agents can now view and edit these items in either in the Preferences view of the WFM Agent Mobile or in the Web for Agents desktop interface. (WFM-27785)
  • In the WFM Agent Mobile Client Add Time Off screen, the Paid hours check box is now correctly disabled when the agent unchecks the Full day check box. (WFM-27427)
  • In the WFM Agent UI, the date and time presentation is now correct when viewing data in a time zone other than the site time zone. This issue is fixed for common use cases, when the difference between the site and agent time zones is 2-3 hours, such as in Europe. (WFM-26861)
  • In the new WFM Web Agent UI, Time-Off items are now deleted or recalled as expected. (WFM-27131)
  • In the WFM Web Agent Bidding module, Scenario names are no longer listed multiple times in the drop-down menu. (WFM-26760)
  • In the WFM Web Agent Bidding view, filtering by shift and meal times now works correctly if an agent selects a time zone other than the site's time zone in the Configuration > My Settings view. (WFM-26646)
  • In the new Agent UI, the Legend in the My Schedule view displays properly, adapting to the number of items contained within it. This is an improvement over the classic Agent UI, where the Legend in the Schedule view did not properly display if it contained many items. (WFM-26572)
  • The WFM Agent Mobile Client no longer freezes when agents in Business Units that have a start day of Sunday attempt to log in. (WFM-26565)
  • WFM Web now displays the correct user interface when an agent's session expires and the Log In screen appears. (WFM-26180)
  • WFM Web for Agents Time Off module now displays the correct list of Time-Off Bidding Periods, when displaying time-off data for future years. (WFM-26159)
  • WFM Web for Agents now works as expected when agents click Back after submitting Time-Off requests on a given date with a Time-Off limit of 0 and a notification appears, indicating that the Time-Off limit has been reached. (WFM-25637)

Web for Supervisors

  • Time-off balances are now calculated correctly when agents have several time-off types assigned to the same time-off rule, and one of them is added to the schedule by a supervisor. (WFM-30597)
  • Scrolling in the Schedule > Intra-Day view is improved and no longer degrades if the page size exceeds 100 agents. (WFM-30569)
  • The Day-Off rule validation message in Web for Supervisors' Policies > Contracts view now correctly states The number of Non-working Sun cannot be less than the number of Non-working Weekends. (WFM-30444)
  • WFM now retains the agent's time-off assignment if the time-off rule has at least one remaining time-off type. Previously, WFM sometimes unassigned the time-off rule if it was associated with multiple time-off types, and one was deleted. (WFM-30397)
  • In WFM Web for Supervisors Agent > Time Off tab, error messages no longer display when supervisors select historical Time-Off rules with assigned Time-Off types that are no longer associated with an agent’s site. (WFM-27251)
  • WFM Web has been updated to improve accessibility to the navigation bar menu and sub menus. The JAWS 18 screen reader now correctly identifies the navigation bar menu and announces sub menus in a numbered sequence. (WFM-30359)
  • 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. (WFM-29925)
  • The Schedule Trade Report now includes agent information only from selected sites when filtering available agents. (WFM-29452, WFM-29451)
  • WFM's improved handling of notifications now prevents database deadlocks in high-concurrency environments when schedule change notifications were being polled by multiple clients. (WFM-30082)
  • WFM now calculates Time-Off balances correctly when agents have several Time-Off types assigned to the same Time-Off rule. (WFM-30036)
  • WFM now correctly processes all Time-Off Bidding requests. (WFM-28498)
  • WFM now successfully deletes full-day Time-Off items or Exceptions from the Master Schedule without generating error messages. (WFM-29651)
  • WFM now successfully deletes multiple Time-Off items or Exceptions from the Master Schedule without moving existing break or meals to different time slots in the schedule. (WFM-29582)
  • WFM is no longer susceptible to a security vulnerability when very long passwords are used for authentication. (WFM-27903)
  • WFM now tests for trading eligibility to prevent ineligible proposals from being issued when agent's personal trade proposals are created. (WFM-28145)
  • WFM now correctly calculates full-day Time-Off paid hours, based on the paid hours for the shift when Time-Off requests are granted by the scheduled shift's wait-list process. (WFM-27819)
  • WFM Web for Supervisors Agent Properties report can now be generated successfully and the Skills section does not appear in the report if there is no agent skills data. (WFM-29071)
  • While retrieving data in Forecast > Historical views WFM Web now passes the correct value for the overwrite setting in Monthly, Yearly, and Weekly views. (WFM-28980)
  • WFM Web for Supervisors now accepts negative values of less than 1 hour for time-off bonuses in the Configuration > Agents > Time-Off Bonus Properties view. (WFM-28968)
  • The WFM Web for Supervisors Agent Properties report is updated and now displays large lists of activities according to the agent's skills. (WFM-28386)
  • The Weekly Schedule Coverage Report wizard now has a Use Multi-Site Activities check box that enables the selection of the branch used to request data. Select the check box to request the data for Multi-Site Activities. Uncheck (or clear) the check box to request accumulated data for all activities related to Multi-Site Activities. (WFM-28235)
  • WFM Web for Supervisors now displays the correct validation message in the Schedule > Intra-Day view when editing part-day Exceptions within Shifts. (WFM-28198)
  • The date format in the Shift Start column in Web for Supervisors' Adherence view is now locale-aware, meaning it adjusts to the locale set in the browser. (WFM-28149)
  • Users that have only Read privileges in WFM Web for Supervisors' Reports module can now see generated reports. (WFM-28140)
  • The drop-down part of the Date control in WFM Web now stays open if users move their cursor away from it. (WFM-28122)
  • Multi-site activities in Time-Off Bidding periods no longer interfere with time-off requests from agents who are not assigned to the bidding period. (WFM-28376)
  • WFM now selects the correct shift sequence when scheduling shift items for a full shift if unpaid meals with minimum duration were specified. (WFM-28246)
  • WFM now correctly handles carry-over values and time-off bonuses while processing carry-over hours. (WFM-27682)
  • The WFM Time-Off report now shows the actual balance for agents with a specified termination date, even if the end date of the report is after the termination date. WFM shows zero balances on days after the termination day. (WFM-27808)
  • WFM Web for Supervisors Agent Properties report can now be generated successfully and the Skills section does not appear in the report if there is no agent skills data. (WFM-28598)
  • WFM Web Supervisors Configuration > Agents view now shows values for time-off bonus hours correctly in the Time-off Bonuses > Time-off Bonus Properties pane. (WFM-27805)
  • The WFM Web for Supervisors Agent Properties report can now be generated successfully, no longer displaying the error Infinite loop creating new page due to column header overflow. (WFM-27791)
  • WFM Web shows improved performance when generating the Scheduled States and Schedule States Totals reports, taking less time to execute and producing no errors when processing large data sets. (WFM-27737)
  • When using the Insert Multiple wizard in WFM Web for Supervisors, items are now inserted into the Schedule only for the selected agents. (WFM-27615)
  • WFM Web for Supervisors Agent Properties report now includes Rotating Patterns assigned to agents when the report is run for more than one agent. (WFM-27769)
  • WFM Web no longer freezes when importing Forecast data from .csv files containing only one line. (WFM-27743)
  • WFM Web for Supervisors Reports Scheduler now shows a current list of agents in wizard pages where agents are selected. (WFM-27693)
  • WFM no longer displays the validation warning Specified week start day is different from the configured global week start day and that might make it impossible to satisfy specified weekly paid hours when attempting to save a Rotating Pattern. This warning sometimes appeared if the server locale's week start day was different from the configured week start day for the Rotating Pattern's Business Unit. (WFM-27377)
  • WFM Web for Supervisors Schedule > Intra-Day view now selects the correct Performance data target while switching between views. (WFM-27325)
  • The WFM Web Use as Template feature now works as expected for Schedule States and Weekly Schedule reports. (WFM-27269)
  • In WFM Web for Supervisors views that use Java on Windows 10, the way in which the text displays is improved. (WFM-27196)
  • Now users can open multiple windows in WFM Web using the New window functionality when working in Java applet-based views without seeing an Unexpected error message. (WFM-27009)
  • WFM now checks additional shift item constraints when selecting a suitable shift during lateness payback scheduling. (WFM-27311)
  • WFM now retains the unpaid shift items (breaks, meals) when worksets are inserted into the schedule over unpaid breaks or meals. (WFM-26993)
  • WFM now displays Warning messages when supervisors insert multiple full-day time-off items that violate time-off balance constraints. (WFM-26867)
  • The Find Agent search functionality in the WFM Web for Supervisors Schedule > Intra-Day view now works as expected. (WFM-27116)
  • In the Supervisors Schedules module, WFM stays on the same week while switching between the Agent-Extended and Intra-Day views when the Business Unit's week start day does not match the week start day in the computer's regional settings. (WFM-27093)
  • WFM Web for Supervisors Performance > Intra-Day view now displays the correct data in scenarios where the user opens the Intra-Day view and navigates to a previous or future date, switches to another module, and then switches back to the Intra-Day view. (WFM-27092)
  • WFM has improved handling of data and generates the Weekly Schedule Report without displaying errors when there are configured planning periods and the report wizard's "Planned period" check box is checked. (WFM-26970)
  • WFM Web for Supervisors Schedule > Intra-Day view now selects the correct Performance data target while switching between views. (WFM-26963)
  • WFM Web for Supervisors Agent Adherence Report now includes days with 100% adherence, when generating the report in .csv format, the schedule duration for 100%-adherent days is clearly displayed, making the values in the report totals clearly understood. Also, when the report is generated in non-.csv format, it includes 100%-adherent days, so there was no need to update or change it. (WFM-26957)
  • The Workforce Performance and Contact Center Performance reports, generated in .csv format, now include a Date column for each record, and there is no longer a separate line for the date.
  • WFM Web now correctly shows the awarded Time-Off Rules setting as "For every 1 Year(s)" in all applicable views. (WFM-26724)
  • Saving changes to a user's access rights to teams in Role Privileges > Notifications no longer causes unexpected results, such as the access list being cleared. (WFM-27161)
  • When scheduled time off is deleted, it is now replaced with appropriate shifts.(WFM-27159)
  • WFM maintains data integrity when Sites that include Activities and/or other Business Unit (BU)-dependent objects are moved from one BU to another. (WFM-26919, WFM-23899)
  • Time-off balances are now calculated correctly if a full-day Exception is inserted into schedules over an existing full-day time-off item. (WFM-26884, WFM-26862)
  • WFM now inserts extra breaks if scheduled shifts are extended when inserting worksets. (WFM-26882)
  • WFM no loner terminates unexpectedly when handling large numbers of simultaneous time-off requests. (WFM-26840)
  • WFM's Time-Off Balance report now shows the correct time-off balances after the time-off rule Start Date when agents are moved from one site to another. (WFM-26810)
  • WFM now correctly calculates time-off balances and shows zero balances for days not covered by a time-off rule in the Time-Off Balance report. (WFM-26809)
  • WFM now correctly handles worksets when they are inserted into the middle of a shift that has multiple breaks, and breaks that overlap the workset no longer disappear. (WFM-26776)
  • WFM now displays a Warning message when the time-off balance limitation is exceeded when supervisors add time-off items that exceed the limitation to an existing schedule. (WFM-26744)
  • Importing Deferred activities for certain Forecast IV or AHT data now works as expected and no longer fails. (WFM-26697)
  • WFM Server now calculates the full-day Time Off duration properly when validating Time-Off Rules. (WFM-26642)
  • WFM now adds all Time-Off requests to a wait list when multi-site activities have limit values that are met or exceeded. (WFM-26600)
  • WFM Web now retains the user's selection when the Use Multi-Site Activities option is set while switching between Forecast views. (WFM-26690)
  • WFM now generates the Activity Properties, Contract Properties, and Rotating Pattern Properties reports, and shows data regardless of the week start day in the user's locale. (WFM-26637)
  • WFM Web now shows the Contact Center Performance report, if the user generating it switches to another module, and then switches back to the report. (WFM-26589)
  • WFM no longer generates an error when users click on a graph in the Performance Monitor view. (WFM-26568)
  • WFM Web for Supervisors now correctly displays the Estimated End Time after users copy and paste rows in the Rotating Patterns > Properties view. (WFM-26531)
  • The Schedule States report and Schedule State Totals report now show the same duration for Full-Day unpaid schedule items that have no specified Start/End times. Note that totals calculated using the configuration that existed when the schedule was created will have discrepancies if the assigned Contracts are changed after schedule creation. (WFM-26451)
  • WFM Web now enables you to specify any start date for Planning Periods in the Policies > Contracts view. If the specified date does not match the Business Unit's first week day setting, WFM displays a warning, but saves the settings. By default, WFM provides a suggested date that matches the Business Unit's first week day setting. (WFM-26362)
  • In WFM Web for Supervisors views, the date selector and Calendar controls now use the language and locale settings that are selected in the browser (which usually match the system locale settings). This update does not affect existing data presentations in WFM Web views. (WFM-26228)
  • WFM Web for Supervisors Calendar Items view now displays the correct data for English\New Zealand and English\Australian regional settings. (WFM-26134)
  • WFM now loads Shift item sequences (breaks/meals) correctly, no longer showing them as empty if multiple sequence items contained different Minimum Paid Hours. (WFM-26444)
  • WFM now correctly calculates Schedule Coverage after changes in the schedule are reversed, and clicking Refresh is no longer required to obtain accurate coverage data. (WFM-26318)
  • WFM has improved performance of Scheduled and Forecast Service Level (SL) and Average Speed of Answer (ASA) when it takes more than 15 seconds to complete these calculations, and Average Time to Abandon (ATA) is enabled. (WFM-25701)
  • WFM now compares the Meal Duration, Minimum Time Before the Meal, and Minimum Time After the Meal settings to the Maximum Shift Duration setting for every meal individually, preventing generation of error message. (WFM-26117)
  • Time-off Bidding Period properties are now included in the Configuration Audit Report. (WFM-26113)
  • The Web for Supervisors Performance > Intra-Day view now shows calculated Scheduled Variance statistics for multi-site activities (MSA), no longer displaying all zeros. (WFM-26042)
  • To prevent negative values in time-off balances, WFM now enables agents to request time off for multiple days only if they have accumulated sufficient balances. (WFM-26082)
  • In the Web for Supervisors Forecast module, when schedule-based multi-site to single-site activity splits are enabled for the Interaction Volume and the activity's site time zone is later than the multi-site activity's time zone, the site activity split will always be zero on the day after the last day of the published schedule for the site. (WFM-25548)
  • WFM now preserves the column width in the Supervisor's Schedule > Intra-Day view when checking and unchecking the Full-Day View check box. (WFM-25995)
  • WFM Web now works correctly in the Forecast > Import view, if uncommon locales are selected, such as English (Malaysia). Now, if WFM Web cannot recognize a locale, it uses the base language locale. For example, if English (Malaysia) is configured on a computer, the Forecast > Import view falls back to the default English settings, with no specific country information. (WFM-25828)
  • WFM Web for Supervisors Schedule > Intra-Day view now properly refreshes Performance data to match the data in the Schedule when switching between dates. (WFM-25827)
  • WFM Web for Supervisors Home screen displays the correct background colors when applying the High Contrast theme, and can now be easily read. (WFM-25826)
  • In WFM Web for Supervisors Configuration > Agents view, users can now enter decimal numbers for locales in the Wage field and save it. (WFM-25825)
  • WFM Web no longer uses the character set (charset) specified for Reporting when importing Forecast data. A new field in the Forecast > Import wizard enables optional specification of the character set. Normally, it does not need to be specified, but in special cases a charset can be specified and used to save imported data files. (WFM-25707)
  • WFM Web has a renewed certificate for signing Java code. The certificate provided in previous WFM versions expires on July 7, 2016. If you continue to use an older release of WFM after the expiry date, you might encounter warnings or errors when you use Web for Supervisors Java-based views. To resolve this issue, Genesys recommends you upgrade to the latest version of WFM Web that includes the updated certificate. (WFM-25901)
  • WFM Web's performance is improved when using Internet Explorer to open the Statistics pane in the Organization > Activities view and there is a significant number (tens of thousands) of objects in the Genesys Configuration database. (WFM-25518)
  • In WFM Web for Supervisors Configuration > Roles modules, selecting No or Cancel now works as expected when role privileges are changed and then saved. (WFM-25508)
  • WFM Web now displays the correct message when the size of the imported file exceeds the set limit in the Forecast > Import view. Also, the Import progress bar now shows an accurate progression. (WFM-25479)
  • In the Schedule > Intra-Day view's Performance Data table, all statistics now appear as decimals. (WFM-25478)
  • In the Web for Supervisors Master Schedule > Changes Approval view, information now displays properly with no empty lines in tables. (WFM-25471)
  • WFM Web now enables you to copy and paste multiple values in the Forecast > Overlays data table in the Distribution tab. (WFM-25465)
  • WFM Web now correctly displays schedules in the Master Schedule > Intra-Day view after opening the Schedule History dialog and clicking Cancel. Schedules that contain Shifts with existing Activity Sets are no longer covered by part-day Exceptions after clicking Cancel in the dialog. (WFM-25461)
  • WFM Web now correctly copies Shifts to the same site, if the Task Sequences must be always used setting is selected. When copying Shifts to another site, WFM explicitly resets the Task Sequences setting to Do Not Use and references to existing Task Sequences are not copied, but the Shift is always copied successfully. (WFM-25317)
  • WFM Web now retains the selected weekdays in the Synchronization pane after Contracts settings are saved. (WFM-25297)
  • In the Web for Supervisors Forecast > Overlays view, WFM no longer produces error message stating that the total of the Distribution Value percentages does not equal 100 percent, when in fact, it does. (WFM-25253)
  • A message, prompting the user to log in again to continue working in WFM reports (after 10 minutes or more of inactivity between actions ), no longer appears when separate WFM Web instances are configured to generate reports. (WFM-25236)
  • WFM Web no longer shows the Meeting name for Exceptions in some cases when the Exception is not related to a Meeting. This sometimes occurred if Exceptions were published from the calendar, but never occurred when Exceptions were inserted directly into the schedule. If the Exception was meeting-related, the name was always shown correctly. (WFM-25197)
  • WFM Web now attaches switch names to saved objects for Queues and Routing Points when saving statistics for Activities. (WFM-25190)
  • The Publish to Schedule function in the WFM Web for Supervisors Calendar Items view is updated to verify that the time zone selected in the view is the same as the time zone of the sites to which the selected calendar items belong. If they do not match, a warning appears and the supervisor cannot proceed with the action. Similarly behavior exists, in schedules that can only be edited if the time zone of the site to which the schedules belong, is selected. (WFM-25128)
  • In Web for Supervisors Adherence views, the object and filter selection is now preserved when switching between different views within the WFM application. (WFM-25031)
  • WFM Web now successfully runs the Agent Properties report, even if it contains agents that do not have skills for any existing activity. (WFM-25017)
  • Clicking on a module in the Modules bar in the Web for Supervisors interface now displays the list of views within that module in less than three seconds, and selecting a view opens it. This issue, where the initial 'open' action took longer than expected, is specific to Internet Explorer, and was not reproducible with other browsers. (WFM-23995)
  • Changing agents' skills priority from Primary to Secondary in WFM Web for Supervisors no longer causes the following error to appear: An unexpected issue occurred while processing this request. (WFM-23989)
  • In the Web for Supervisors Schedule > Agent-Extended view, the selected Planning Period is now preserved when switching between views, and preserves the selected date in the Schedule State Group Totals view. (WFM-23953)
  • In Web for Supervisors Schedule > Master Schedule > Coverage view, the icon for multi-site actions now clearly displays when multi-site actions are on, and dims when they are off. (WFM-23949)
  • WFM Web now uses Marked Time-based overtime calculations, and no longer uses Contract-based overtime calculations in the Schedule Budget report. (WFM-23917)
  • To run Web for Supervisors with accessibility tools like JAWS, set the ACCESSIBILITY_COMPATIBLE setting to true in the About > Settings... dialog. Otherwise, WFM Web for Supervisors could freeze, or display adverse or unexpected behavior while screen readers like JAWS are being used. (WFM-23983)
  • WFM Web now preserves the selected Performance target value in Web for Supervisors Schedule > Intra-Day view, when supervisors are switching back and forth between this view and other views in the interface. (WFM-23903)
  • The filter in the WFM Web for Supervisors Calendar Items view now functions correctly, and when items selected for filtering are applied and then restored to All checked:
    • The Filter icon changes from red to blue.
    • Items in the Calendar table are returned when users click Get Data.
    • No error message appear, if users navigate away from the Calendar view and then return.
    (WFM-23862)
  • In the Schedule > Agent Extended view, supervisors can now copy schedules with dates that are outside of the existing date range, regardless of any warnings or errors messages generated. (WFM-23813)
  • WFM Web now prevents requests for data that trigger the built-in protection mechanism against malicious actions and Denial of Service actions, either by properly limiting the requests or splitting them into manageable numbers of requests. This also prevents the following error message from appearing: Unmarshalling Error: Maximum Number of Child Elements limit (50000) Exceeded. (WFM-23676)
  • The Web for Supervisors Schedule > Intra-Day view has two new columns named Shift Name and Shift End Times. (WFM-23606, WFM23604)
  • The presentation of Performance data is improved in the Schedule > Intra-Day view to match the same data presented in the Performance > Intra-Day view. Specifically, empty data are no longer shown as zeros in Schedule > Intra-Day view. (WFM-23602)
  • WFM has improved importing of Forecast data when the data contains gaps or days that should be ignored, and WFM no longer generates error messages in this scenario. (WFM-23577)
  • The following views in Web for Supervisors no longer require Java to run and were updated to match the look and feel of other views in the Configuration and Policies modules:
    • Configuration > Shared Transport
    • Policies > Exception Types
    • Policies > Time-off Types
    • Policies > Meetings
    • Policies > Marked Times
    (WFM-23062)
  • WFM now correctly sets paid hours for full-day time off as defined in the related Time-Off Rule, when a non-default Time-Off type is used or more than one Time-Off type is assigned to the Time-Off Rule. (WFM-25745)
  • Now, supervisors with full access rights to objects and modules can remove object access rights to certain Teams from a user's access rights. (WFM-25688)
  • In WFM Web for Supervisors Schedule > Intra-Day view, inserting the part-day time-off state over unpaid shift items (such as, breaks, meals, and exceptions) no longer increases the total shift paid time by the duration of the unpaid shift items. (WFM-25576)
  • Schedule scenarios that are based on the Master Schedule are now created successfully when a newly created scenario does not contain all activities that have scheduled work in the Master Schedule on which the Schedule scenario is based. (WFM-25573)
  • Actual Performance statistics now display much faster in WFM Web for Supervisors Performance > Intra-Day view when large activity groups or multi-site activities contain more than 1000 activities. (WFM-25572)
  • Web for Supervisors Calendar view now presents a Warning message, indicating that an Exception might be incompatible with Rotating Patterns. (WFM-25552)
  • Schedules that are published with the Insert Granted Calendar Items setting checked now include granted full-day Time-Off Calendar items and no longer include part-day items. (WFM-25550)
  • WFM no longer auto-declines granted part-day Exceptions if agents have granted non-overnight shifts for the previous day. (WFM-25375)
  • Paid Time Off is correctly deducted only once from the Time-Off balance and shows correctly in the Time Off Management Report if:
    • WFM's Calendar service is correctly set.
    • There is no schedule on the date of the time-off.
    • This Time-Off item is scheduled on an overnight shift from the previous day.
    (WFM-25281)
  • Multi-site activity (MSA) time-off limits are now resolved correctly for time-off requests from agents who are in time zones different from the Business Unit (BU) time zone. (WFM-25245)
  • WFM now checks Granted Time-Off types in the Calendar to determine if they are already scheduled in a previous day's overnight shift to prevent deducting them twice from the Time-Off balance. (WFM-25280)
  • When you switch quickly from the Web for Supervisors Schedule > Intra-Day view to other views, WFM no longer produces error messages. (WFM-25237)
  • The Shift name and Exception description now appear correctly in the Calendar Audit Report after the type is edited and saved. (WFM-23576) (WFM-23576)
  • WFM now successfully imports the Forecast if more than one type of statistics (for example, IV and AHT) is selected and the date range is not aligned with the Day start time (for example, 0:00). (WFM-23570)

August 09, 2016 (8.5.101.29)

What's New

Improved Response Time

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

Resolved Issues

Web for Supervisors

  • The Calendar Items view in Web for Supervisors now shows week day names correctly if the time zone is changed when using English\New Zealand or English\Australian regional settings. (WFM-26178)
  • WFM Web no longer displays the message An unexpected issue occurred while processing this request when users logs out after a new window is opened and then closed. (WFM-25970)
  • The WFM Web for Supervisors interface no longer freezes when several windows are open and users are working/performing actions in these windows. (WFM-25924)
  • WFM Web's Schedule > Intra-Day view now consistently refreshes Performance data when switching between dates. (WFM-25916)
  • In specific scenarios, WFM no longer allows agents to request time off when they have insufficient Time-Off balances, as it could result 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

Web for Supervisors

  • 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

  • When using FireFox ESR browser on Windows, if a Help topic is opened from any dialog within WFM Web for Supervisors interface, the topic appears with the dialog window on top of it and you cannot scroll the page until the dialog window is closed. When using Internet Explorer, the dialog overlaps the Help topic, but you can scroll the page without closing the dialog. (WFM-25205)
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