Supported

Languages
CHS CHT CSY DEU ENU ESN FRA FRC ITA JPN KOR PTB RUS TRK
By
Release
8.1.3 X X X
8.1.2 X X X X X X X X
8.1.1 X X X X X X X
8.1.0 X

About This Software

The Genesys Workforce Management solution is designed to provide contact center
managers with the tools they need to better manage their workforce. The product
offers the ability to create accurate staffing plans that take into account not only
projected contact volumes and average handle times, but also the various skills and
skill levels of their agent population. This is achieved through advanced forecasting,
scheduling, and real-time adherence capabilities.

Genesys Workforce Management has been designed to integrate tightly with the
Framework components of the Genesys Customer Interaction Management Platform.
Agents and their skill sets are entered and maintained in one Genesys configuration
management application. This integration also allows contact centers to leverage the
real-time statistics and adherence data across all communication channels.

Designed for the true multi-media, multi-site environment, Genesys Workforce

Management provides optimal schedules across multi-skilled agents who may handle
customer interactions of different media types. Agent preferences, skills, proficiency,
customer segmentation, historical trends such as e-mail response times, and
outbound call lengths are all considered within the forecast, schedule, and adherence
components.

Genesys Workforce Management consists of the following components:

WFM Database Utility

WFM Configuration Utility
WFM Web (with separate interfaces for Supervisors and Agents)
WFM Server
WFM Data Aggregator
 WFM Daemon
WFM Builder

Workforce Management also requires a database to store all the relevant

configuration, forecasting, scheduling, agent adherence, performance, and historical
data.

This CD includes Language Pack(s) which allow installers to select the language in
which the user interface (UI) and online help files display.

New Features in Release 8.1.x

Workforce Management 8.1.3

Language Packs
The 8.1.3 release of Workforce Management includes Language Pack(s) for the
following markets:

French (France)
German

Objects and Functionality Moved

Some modules, configuration objects, and functionality were moved from WFM
Configuration Utility to WFM Web and others are now in both compoments, such as:

In both WFM Configuration Utility and WFM Web:

Configuration > Organization

Configuration > Activities

Moved to WFM Web:

Configuration > Organization > Sites Properties >

Contracts tab
Configuration > Schedule State Groups
Policies > Shifts
Policies > Activities

Improved Controls in the WFM Web Interface

There are many improvements to controls and functionality, such as:

Ability to select several objects and apply simultaneously actions for these
objects. For example, by holding down the Control key (on the keyboard) and
selecting agents in a list, you can add/remove several agents to/from a team
or site simultaneously.
Ability to enter search criteria into a Search field to find specific objects in a
list and, in some views (such as, list of agents), filter the list, by using Search
By: radio buttons.
Ability to navigate through long lists, by using page navigation controls; First
page, Previous page, Next page, Last page.

Agents Can Change Time Zone in WFM Web

In WFM Web for Agents, users can select a time zone, different from the site time
zone. If they select a different time zone, the Schedule, Trading, Preferences, and
Time-Off modules display information, based on the new (selected) time zone.

New Security Options in Configuration Utility

Three new security options provide precise control of Forecast Publishing. After the
database is updated to 8.1.3, these new options can be changed in the User Security
module in Configuration Utility, under:

Modules > Forecast > Publish > Publish IV to Master

Forecast
Modules > Forecast > Publish > Publish AHT to Master
 Forecast
Modules > Forecast > Publish > Publish Staffing to Master
Forecast

Connection to Backup Configuration Server

WFM components, Web, Server, Builder, Daemon, and Data Aggregator can now
connect to the backup Configuration Server at startup if the primary Configuration
Server is not available.

Restricted Access to Data Aggregator

The ability to restrict or limit access to users who configure and restart Data
Aggregator is implemented with the introduction of a new security option
HideDA_settings. This option enables administrators to hide Data Aggregator
controls. When this functionality is enabled, certain sections and tabs in Configuration
Utility are hidden. By default, it is disabled. For more information about this feature,
see the "Configuration Overview" topic in Workforce Management Configuration Utility
Help.

Changes in the Order of Tabs

In Configuration Utility, the order of the tabs in the following panes has changed:

Configuration > Activities > Activity:

Tabs are in this order; Skills, Agents, Statistics (previously, Skills,
Statistics, Agents).
Configuration > Activities > Multi-Site Activities:
Tabs are in this order; Associated Activities, Skills, Agents,
Statistics (previously, Associated Activities, Skills,
Statistics, Agents).

Support for ETL Database

Enables Genesys Info Mart and various third-party reporting applications to easily
create reports that incorporate WFM data, a WFM ETL (Extract, Transform and
Load) database schema is supported. Once configured, this functionality can obtain
Schedule, Adherence, and Performance information from WFM and store it in a
documented relational database schema.

Support
Platform support changes are detailed in the Genesys Supported Operating
Environment Reference Manual. Below is a summary of these changes:

Added support for databases: IBM DB2 10 and Microsoft SQL Server 2012
Added support for browsers: Google Chrome and Microsoft Internet Explorer
10
Discontinued support for web browsers: Mozilla Firefox 4.x.
Discontinued support for web technologies: WebSphere Application Server 6.x
and Java 2 Standard Edition (J2SE) 5.0.
Discontinued support for web platforms: Sun Solaris/SPARC 9, IBM AIX
platform 5.3, Microsoft Windows Server 2003, and Microsoft Windows XP
WebSphere Application Server 6.x
Discontinued support for databases: IBM DB2 9.1 and 8.x

Workforce Management 8.1.2

Language Packs
The 8.1.2 release of Workforce Management includes Language Pack(s) for the
following markets:

Chinese (Simplified)
French (Canada)
French (France)
German
 Portuguese (Brazilian)
Russian
Spanish (Latin American)

Effective Date for Contracts

Users can specify an effective start date for a contract and assign agents to the
Contract accordingly. The agent can have multiple assigned Contracts, but each
Contract must have a different effective date.

Effective Date for Rotating Patterns

Users can specify an effective start date for a Rotating Pattern, which is the date that
the Rotating Pattern becomes effective for the agent. The agent can have multiple
assigned Rotating Patterns, but each one must have a different effective date.

Effective Date for Activities

Users can specifiy an effective date for Activities, which is the start date that the
agent becomes eligible to work on the Activity.

Automated Time Off Carry Over

Users can set the calculation of Time Off Carry-Over per-rule to occur automatically.

View Web Agent Schedule on Mobile Devices

Agents can log in to WFM Web and view their schedule on their iPhone 4 iOS 5
mobile device.

Contact Center Performance Report Enhancement

Users can now view forecast-related data in the Contact Center Performance Report
and Contact Center Performance Graph Report.

Forcast Splitting by Using Percentages

Users can specify a percentage to allocate Volumes from a Multi-Site Activity to each
Child (Site) Activity or apply a template. The interval can be the entire forecast
scenario, weekday, or timestep.

Staffing and Coverage Totals Displayed in FTE or Man Hours

Staffing totals are now displayed in the WFM interface and reports as Full Time
Equivalent (FTE) or man hours and are editable in both modes (in views in which
totals are editable). This feature is supported in the following modules and views:

Forecast
Staffing, Graphs: Calculated and Required Staffing

Schedule
Summary: Calculated, Required Staffing, Schedule Coverage and
Corresponding Difference columns

Reports
Forecast, Forecast Graphs, Schedule Summary, Weekly Schedule Coverage,
Activity Weekly Schedule, Actual Overhead

MSA Button Always On

Users now have the option to set the Use Multi-Site Activities button to
Always On in the Performance Intra-Day View, eliminating the need to set the
button to On each time the view is displayed.

System Security: Timestamp of Last Log In

To improve on system security, an enhancement enables the timestamp information
from the previous login to display in the GUI the next time a user logs in to WFM
Web through the Supervisor, Agent, or Agent Mobile interfaces, alerting users of any
unauthorized use of their login credentials.

Page Limit for Reports

Two new options are introduced, PageLimit and PageLimitForCSV that can be
used to limit the size of generated reports, controlling the maximum number of pages
a report can contain and improving performance.

Miscellaneous

New Splash ScreenThe WFM Web Log In GUI has a new splash screen
starting with this release.
Localization Context InformationWFM Localization Kits now include context
information for resources that appear in the product that will be translated.
Objects and Functionality MovedSome modules, configuration objects, and
functionality that were previously in WFM Configuration Utility have been
moved to WFM Web. See the following topics in the Workforce Management
8.1 Web for Supervisors Help:
Policies > Contracts
Policies > Rotating Patterns
Configuration > Agents > Activities
Configuration > Agents > Contracts and Rotating
Patterns
WFM supports backup Configuration Server during the application startup with
the addition of two new command line options: backuphost and
backupport. WFM Web, Server, Builder, Daemon, and Data Aggregator use
these options at start up to connect directly to the backup Configuration
Server, if the primary Configuration Server is not available.
WFM Web supports a new Java plug-in applet certificate that does not expire,
and load-balancer cookies when Web Supervisor is run with Java applets.
WFM Server provides enhanced user security through the use of the new
MSARestrictAccess configuration option, which specifies whether or not
users can access Multi-Site Activites (MSA).
WFM API scheduleService810.GetAgentTotals method now uses
Marked Time Overtime for calculating the total overtime. (It replaces the
Contract-defined method of calculating overtime that was used in previous
WFM releases.)

Support
Platform support changes are detailed in the Genesys Supported Operating
Environment Reference Manual. Below is a summary of these changes:

Discontinued support for web browsers: Microsoft Internet Explorer 7, Mozilla

Firefox 3.
Discontinued support for web technologies: WebSphere Application Server 6.1,
Java 2 Standard Edition (J2SE) 5.0.

Workforce Management 8.1.1

Language Packs
The 8.1.1 release of Workforce Management includes Language Pack(s) for the
following markets:

Chinese (Simplified)
French (France)
German (Germany)
Portuguese (Brazilian)
Spanish (Latin American)
Turkish

Automated Shrinkage Forecasting

Users can evaluate actual shrinkages against forecasted ones, with the option of
updating Overheads, simplifying the task of improving the accuracy.

Selective Historical Forecasting

Users can specify unique, multiple periods of historical data during the forecast build
process to create forecasts that reflect seasonality. This ensures that staffing needs
are adequately met.

Schedule Audit and Rollback

WFM tracks which parameters were changed in a schedule, and provides an option
to go back to a previous schedule (before the change was made).

Automated Time Off Wait List

WFM automates time-off waitlist functionality by picking and approving time-off
instances from the waitlist (based on their position in the queue), when positions
within the limit become available. Additionally, agents can now see their own position
in the queue.

Auto Publish Time Off to Master Schedule

WFM 8.1.1 automates the insertion of granted-not scheduled time-off into the
schedule. The feature works for agent requests as extension of auto-granting
functionality. When time-off is granted and master schedule exists, the application
will immediately publish the time-off to master schedule. When an agent recalls
granted time-off and such time-off exists in master schedule, the application will
remove the time-off from master schedule, substituting it with a base-line schedule.

Reject Time Off on configured Day Off

WFM optionally prevents the agent from requesting time-off (either full or part day) on
the days, when the agent has a day-off according to an assigned contract.

Exception Management
WFM allows users to optionally remove existing exceptions and to insert the new
ones for specific agents, during multi-insert operations.

Microsoft SQL Database Replication

Microsoft SQL Database Replication: WFM now supports peer-to-peer transactional
replication of all database tables between all locations, which provides Microsoft SQL
database users with an alternative to deploying terminal services when WFM
Configuration Utility is not located near the database.

Miscellaneous

The Intra-day Schedule View displays schedules with time zone offsets.
You can click the Move to Current Day button to display data for the current
day in the Master Schedule Intra-Day view.
Government agencies and other corporations can now comply with Handicap
Accessibility Regulations. Accessibility for the blind, color blind, and users of
limited mobility was improved to the WFM Web for Supervisors module.
Employee ID was added to these reports: Schedule States, Individual
Schedule, and Weekly Schedule.
Support provided for deployment of language packs.
New visual cues in the WFM Agent Schedule view details include full names
of selected exceptions, breaks, etc. Shading on the graphical schedule bars
added, will work on browsers as FireFox and Internet Explorer 9.

Support
Platform support changes are detailed in the Genesys Supported Operating
Environment Reference Manual. Below is a summary of these changes:

Discontinued OS support: IBM AIX 5.1 and 5.2, 32- and 64-bit versions.
Added support of web browser Microsoft Internet Explorer 9.
Terminal servers WFM DB and Config Utilities added support for Citrix
XenApp version 6 (Platinum Edition).
WFM Web Server support: Red Hat Enterprise Linux, version 6 and IBM
WebSphere Application Server, version 8.
Workforce Management 8.1.0

Shared Transportation
WFM now supports the ability to group agents who share transportation (such as
carpools or service buses) by building schedules that allow these agents to start and
leave at the same time. Agents Supervisors and Administrators can create new
shared transportation groups as well as joining or removing existing ones.
Supervisors and Administrators can also switch the scheduling of these groups on
and off during the schedule build process.

Simultaneous Scheduling of Deferred Work Activities

The forecasting algorithm for deferred work activities is enhanced so users can
optimize the way that Deferred Activities are processed, without impacting service
levels for Immediate Activities. This facilitates the user's ability to address unplanned
staffing variances and make better use of the available resources.

E-mail Notifications Enhancements

WFM now provides a security option that controls which WFM Web Supervisor
receives e-mail notifications regarding an Agent's Time Off balance. These
notifications will be sent when a Time Off change is made in the calendar or
schedule.

Build Schedule Scenarios based on Forecast Scenarios

Now you can build a test schedule based on a forecast scenario.

Working Rules/Scheduling Constraints

It is now possible to define in the Contract the maximum amount of second week-
end days that can be worked at a given site. Users can select both the Minimum
Duration Between the Start Times of Two Consecutive Working Days and the
Minimum Duration Between the End of One Day and Start of Next Working Day.

Print Schedule Without Relying on the Browser

Agents can print a schedule without relying on the print functionality of their
browsers.

Estimate Time Off Limits Wizard

Time Off Limits will now take into account the total number of available agents that
may take time off. Agents availability may be narrowed by the start/end of contract
availability, the earliest start/end times of shifts assigned to the contract and open
hours of the set of Activities for which the agent is skilled to work. These constraints
include Rotating Patterns and Granted Calendar items.

Accessibility
Enhancements to the WFM Web Agent interface allow corporations to comply with
Handicap Accessibility regulations. These include not using color exclusively to
display statuses, tabulation enhancements to provide focus to a visible control point,
the ability to skip navigation links when using a screen reader, allowing agents to
change the representation of WFM Web Agent visual elements by selecting high
contrast themes, and ensuring that all frames have titles.

Operating Systems Supported

IBM AIX, 64-bit, version 7.1

Microsoft Windows Server 2003, x64
Microsoft Windows Server 2008 R2 Standard, x64
Microsoft Windows 7, x32 and x64
Support discontinued for Microsoft Windows Server 2000, x32

System Platforms

Natively support 64-bit executables on MS Windows 2008 R2: Server, Builder,

Daemon, Data Aggregator
 VSphere 4 Hypervisor virtual platform

System Protocols

Protocol IP v6: Server, Builder, Daemon, Data Aggregator, Database Utility,

Configuration Utility, Web

System Security
(Radius meta-message display)

Supports the ability to display to application end users any meta-text

associated with successful authentication attempts to a Radius server:
Database Utility, Configuration Utility, Web

System Secure Data Storage

Encryption support for data stored in: Oracle 11g, MS SQL Server 2008

Secure Connections

Secure communications (SSL/TLS) between all WFM components, and

between WFM and Genesys components: Server, Builder, Daemon, Data
Aggregator, Database Utility, Configuration Utility, Web

For a complete list of all databases and operating systems supported by Genesys,
Return to Top please refer to the Genesys Supported Operating Environment Reference Guide

Directories on This CD
configuration_wizard
Contains the files necessary to set up and run the Configuration Wizard.

documentation
Contains the ReadMe file, graphics for the ReadMe, and the versions.html file.

solution_specific
Contains the applications that are specific to the solution being installed. Each
application is in a separate subfolder, under which are the operating systems that
support the application.

templates
Contains the templates used for configuring the component applications and the
solution object.

Documentation
Product documentation is provided on the Genesys Customer Care website, the
Genesys Documentation website, and the Documentation Library DVD that is
shipped on request with your software.

Any information regarding this release that was discovered too late to be included in
the documentation is available in the Release Advisory.

In addition to an updated library of product documentation, the Genesys Customer

Care website also contains product advisories that describe recently discovered
Return to Top issues related to Genesys products.

Genesys Customer Care

Contacting

Genesys provides support to customers worldwide with Customer Care centers in

 eastern Canada, the United Kingdom, Australia, India, and Japan. You can contact
Genesys Customer Care by telephone, e-mail, or on the World Wide Web.

For complete information on how and when to contact Customer Care, read the
Genesys Care Program Guide. Please tell the Customer Care representative that you
are a Workforce Management 8.1.3 customer.

Licensing

Along with its software, Genesys supplies its customers with software licenses.
Licenses manifest the customers legal rights to use the features that Genesys
software provides. To obtain the necessary product licenses, you will need to
complete an order form, which has detailed information to assist you in placing an
order. For complete information on obtaining licenses, refer to the Genesys Licensing
Guide on the Genesys Documentation website and the licensing section of the
Genesys Migration Guide.

Supported Operating Environment Information

Information on supported hardware and third-party software is available on the

Genesys Documentation website in the following documents:

Genesys Supported Operating Environment Reference Guide

Genesys Supported Media Interfaces Reference Manual

Return to Top

Legal Notices
Copyright

This CD and all its contents Copyright 2013-2014, Genesys Telecommunications

Laboratories, Inc. All rights reserved.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys

Telecommunications Laboratories, Inc., in the U.S.A. and other countries.

All other trademarks are the property of their respective owners.

Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that

Genesys solutions utilize third-party functionality. Please contact your Customer Care
representative if you have any questions.

This product contains software developed by the Apache Software Foundation

http://www.apache.org.

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

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

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

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

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

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

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

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

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

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

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO

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

Your Responsibility for Your System

You are responsible for product administration and system security. Please prevent
unauthorized access. Your system administrator should read all documents provided
with this product to fully understand the features available that can reduce the risk of
system damage. System damage or loss caused by unauthorized access is not
covered by maintenance and support or a Genesys warranty. In addition, Genesys
software is proprietary. Unauthorized access may lead to violations of your
Return to Top confidentiality obligations under your contract with Genesys.

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