New in 8.5.2

{{{{{TMPL8}}} |Release=8.5.2 |Draft= ReadMe (Draft)

8.5.217 Update release

• 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 this feature, see the Workforce Management Web Release Note.

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8.5.217 General release

• 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 PureCloud API—WFM now supports integration with PureCloud API for Forecasting, using the PureCloud 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. }}