8.5.220.15
Workforce Management Server Release Notes
| Release Date | Release Type | Restrictions | AIX | Linux | Mac | Solaris | Windows |
|---|---|---|---|---|---|---|---|
| 02/15/24 | Update | X |
Helpful Links
Releases Info
Product Documentation
Genesys Products
What's New
This release contains the following new features and enhancements:
- What's New*
If the agent performs a rollback of an automatically approved exception that has payback on another day shift, the exception will now be removed along with the related payback. (WFM-37315)
- h2. What’s New
In previous design agents were able to submit their overtime request bids, and once them became approved as a part of their schedule, agents were able to delete them via their agent UI. New implementation controls this process via an option, indicating whether agents are allowed to remove automatically confirmed and scheduled overtime or not.
Option: ScheduleService section > AgentScheduleRollback
Valid values:
- 0 - The agents are not allowed to roll back approved schedule changes.
- 1 - The agents are allowed to roll back their schedule changes.
- 2 - The agents are allowed to roll back their schedule changes except for the approved overtime.
Default value: 1
Dependencies: None
Takes effect: Immediately (WFM-37182)
- h2. What’s New
The schedule changes committed to the master schedule after the agent’s pending schedule changes were posted, are now being merged with the agent’s pending schedule changes, when possible. If the new master schedule changes are incompatible with the agent’s pending schedule changes and merging is not possible then the agent’s pending schedule changes are auto-declined. The Calendar time-offs that were auto-approved and auto-published to master schedule are no longer auto-approving the existing agent’s pending schedules for the same dates. (WFM-36830)
Resolved Issues
This release contains the following resolved issues:
WFM Server is now compatible with the Genesys URS skills-based routing even when RestoreTerminatedAgents option is enabled. Previously, some WFM agents were not recognized by the Genesys URS if those agents were terminated and later restored back in WFM. (WFM-37242)
The negative variance values are now correctly presented in the Performance>Intra-Day view of the New UI. Previously, “-” was shown instead of the negative values. (WFM-37209)
The comments added to the master schedule for the terminated agents are now properly kept and displayed across the corresponding master schedule modules. Previously, the schedule comments of the terminated agents could disappear in some cases. (WFM-37171)
The total hours for the paid full-day time offs and paid full-day exceptions are now calculated correctly in the Schedule State Group Totals view. (WFM-37169)
The schedules sorted by start or end times in the schedule intra-day view are now always sorted correctly, even when schedules from multiple different time zones are selected. (WFM-37168)
The overtime added before or after the shift is now always scheduled correctly. Previously, some breaks on the shift may not have been scheduled correctly if there was extra shrinkage scheduled. (WFM-37135)
The race condition was discovered and addressed in WFM Server that sometimes caused the WFM Server to terminate unexpectedly while running configuration synchronization task. (WFM-37000)
Upgrade Notes
No special procedure is required to upgrade to release 8.5.220.15.