Customer Engagement Solutions

WFO V15.2 Hotfix Rollup 7 WFM

Package Release Notes

These WFM package releases are installed on top of V15.2 HFR7.

This document describes new features introduced in each of the packages, along with any known
issues .

Topics

What's new in the HFR7 0718 release for WFM 3

What's new in the HFR7 0716 release for WFM 4
What's new in the HFR7 0714 release for WFM 7
What's new in the HFR7 0712 release for WFM 9
What's new in the HFR7 0710 release for WFM 10
WFM package resolved issues 11

Document Revision 1.04 Published December 14, 2020

 Document revision history

Revision Description of changes

1.04 For the HFR7 0716 release, added a new entry to the What's new topic.

1.03 Added What's new section for the HFR7 0718 release.

1.02 Added "Changed functionality" section to the "What's new in the HFR7 0716 release
for WFM" release notes.

1.01 Updated description for tenant-based role management and per tenant licenses
feature.

1.00 Initial release.

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 What's new in the HFR7 0718 release for WFM

What's new in the HFR7 0718 release for WFM

The HFR7 0718 WFM package provides software updates, resolved issues, and enhancements on
top of the V15.2 HFR7 release and any previous WFM packages.
The following provides a brief description of these updates. For a cumulative description of all the
features released in WFO V15.2 HFR7, see the V15.2 Release Notes.

Avaya POM adapters

Three new adapters have been added for Avaya:
• Avaya STCI for POM
• Avaya OSI for POM
• Avaya QHI for POM

Hide organizations without set shift constraints

To only view organizations with set shift constraints, you can select to hide all organizations that do
not have set constraints. You can toggle between viewing all organizations, and only those
organizations with set constraints.

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 What's new in the HFR7 0716 release for WFM

What's new in the HFR7 0716 release for WFM

The HFR7 0716 WFM package provides software updates, resolved issues, and enhancements on
top of the V15.2 HFR7 release and any previous WFM packages.
The following provides a brief description of these updates. For a cumulative description of all the
features released in WFO V15.2 HFR7, see the V15.2 Release Notes.

BPMAINDB Report ETL replaces the Timeseries Report Dump Adapter

The Framework DB BPMAINDB database has a new job named BPMAINDB Report ETL. This job
replaces the Timeseries Report Dump adapter which was removed in this release. The BPMAINDB
Report ETL job uses database stored procedures to provide the same functionality as the old Java-
based adapter.
By default, the BPMAINDB Report ETL job runs every 15 minutes and only processes data that
changed from the last run. It runs much faster and more frequently than the Timeseries Report
Dump adapter that ran once a night. Note that data will not be processed during the daily and
weekly Maintenance Windows as set in the Enterprise Settings to avoid conflict with database
heavy operations such as index maintenance that run during the maintenance window.

Shift collections and shift constraints

Shift constraints guide you to limit the number of shifts scheduled for each day for an organization
during a specific date range for all of the shifts in a shift collection. Typically, the shifts in a shift
collection are related in some way, such as a group of night shifts or delivery shifts. Setting
constraints on shifts allows you to control costs or resources around specific types of shifts, and to
comply with government restrictions and HR guidelines on social distancing.

Tenant-based role management and per tenant licenses

In a multi-tenant enabled environment, the Service Provider Administrator can upload a unique
license for each tenant. In this scenario, tenant administrators manage the security roles and
privileges for their tenants. The features for which the tenant is licensed determine the privileges
that are available to the tenant administrator. In past releases, the Service Provider Administrator
managed the security roles and privileges for the tenants.

Support for MT profiles in Forecasting

Forecast profiles are tenant safe. A user can see any profiles they created or any profile created by
other users in their tenant.

Work place occupancy/usage indicator

The location of an activity can be specified. The location can be set to office, home or none. If any
activity in a shift has its location set to office, an icon appears next to the shift in the My Schedule
Summary page. This helps employees differentiate between "in office" and "working from home"
shifts.

Net staffing validation rule enhancement

The net staffing validation rule available for time off requests and flex times requests has a new
setting. It allows the administrator to choose whether the rule compares all queues the employee is
eligible to work or only the queues the employee is assigned to work.

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 What's new in the HFR7 0716 release for WFM

Time off pool assignments for non-request time off activities

Now a time off pool can be assigned to time off activities manually assigned in the scheduling
calendar.

MT support for view and edit all queue history privileges.

The view all queue history and edit all queue history privileges are now tenant safe. A user with
these privileges can view or edit data only for queues in their tenant.

Secure connections for Avaya - STCI for Avaya Analytics adapter

Secure connections have been added using SSL certification for the Avaya - STCI for Avaya Analytics
adapter.

Changed functionality
Change of behavior when assigning roles and privileges to employees
The Service Provider Administrator (SPA) can assign roles to employees in a system where the Multi-
tenant Instance license is enabled. Before the 716 release, the SPA could assign any role to an
employee. Beginning with release 716, the SPA can only assign roles to the employee that are
defined in the employee’s scope (that is, the employee’s organization and its suborgs). It is expected
that the Customer (Tenant) Administrator routinely assigns roles to the employees and not the SPA.
The Customer (Tenant) Administrator can assign roles to the employee that are defined anywhere in
the tenant organization.
Before the 716 release, the SPA, or a customer’s user managers of a system where the Multi-tenant
Instance license is enabled, could assign to an employee privileges defined as not multi-tenant safe.
Beginning with the 716 release, the SPA, or a customer’s user managers of a system where the Multi-
tenant Instance license is enabled, cannot assign to the employee privileges defined as not multi-
tenant safe. When release 716 is applied to an existing system, previously assigned privileges that
are not multi-tenant safe are stripped from the employee.

HFR7 0716 known issues

Subsystem Reference Known Issue

Forecasting BUG- Loading forecasts can take a long time

16407
Loading a forecast for the 'Combined' node can take a
long time to complete when the scheduling period has a
large number of queues.

Workaround
Build the forecast in batches of 5 queues at a time.

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 What's new in the HFR7 0716 release for WFM

Subsystem Reference Known Issue

Forecasting BUG- Saving forecasts can take a long time

17935
Saving a forecast for the 'Combined' node can take a long
time to complete when the scheduling period has a large
number of queues.

Forecasting BUG- Clearing forecasts can take a long time

11851
Clearing a forecast for the 'Combined' node can take a
long time to complete when the scheduling period has a
large number of queues.

Work Rules BUG- Unable to save work pattern end date

16529
Trying to add an end date to a work pattern which has
already been saved does not retain the end date after a
refresh. If the end date is saved at the same time as the
work pattern is being created, it saves as expected.

Workaround
1 Add the work pattern
2 Before saving, set the end date of the work pattern
3 Click save

Integration BUG- Adapter not using local time stamp

17762 If the Avaya STCI adapter, does not get a timestamp
(lastStateChangeTimestamp) as part of the subscription
response, it is supposed to use the local timestamp. This
is not happening.

WFM BUG- When viewing notification batch view, xml is displayed in

16861 the message body.

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 What's new in the HFR7 0714 release for WFM

What's new in the HFR7 0714 release for WFM

The HFR7 0714 WFM package provides software updates, resolved issues, and enhancements on
top of the V15.2 HFR7 release and any previous WFM packages.
The following provides a brief description of these updates. For a cumulative description of all the
features released in WFO V15.2 HFR7, see the V15.2 Release Notes.

Improved diagnostic for log statements

The log level for rejected adherence events was changed from a debug to an error level for easier
issue diagnosis.

Cisco - STCI for ICM HDS adapter databases

Added primary and secondary central databases.

Generic - CSI adapter Rate Limiter

To avoid overloading the adapter, a Rate Limiter has been added. When turned on, the limiter caps
how many lines can be processed by the adapter at any one time. If this number is exceeded, the
adapter fails.

Generic - CSI adapter log levels

An advanced configuration parameter has been added to manually switch between debug and
error log levels, if required.

Scorecards - Source Measure Import adapter error report

An error report now generates if the adapter fails.

WFM - Employee Search

• You can search for employees, poolers or phantoms. The system highlights any matched
strings. In No Campaign mode, you can only search for employees (WFO 15.2 0714) .

Avaya - STCI - Avaya Analytics: Work State changes

The STCI Avaya Analytics adapter has an added Work State value that shows whether or not an
agent is available.

Changed functionality
The Time Off Request Types Enabled system-level setting was moved, so it can be managed by
organization. Now, this setting is on the (Request Management) Settings page accessed from the
Organization Management menu. To be consistent with the label on the Time Off Request form,
this setting was renamed to Time Off Hours Request Options. More information is available in the
Workforce Management Request Management Guide.

Obsolete functionality
The Shift Bidding Background Task Interval (minutes) system-level setting was deleted. This
function can be done as needed for individual auctions. To update an auction schedules or

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 What's new in the HFR7 0714 release for WFM

employees list, the Update Schedules option is available on the Schedules page. (This page is
located on the Request Management menu, under Schedule Auctions.)
The Count Only Time Off Activities With Accrual Toward Organization Allotment setting was deleted.
This system-level setting is no longer needed. When creating an activity, Request Management
Usage settings determine if the activity reduces the employee’s accrual and if the activity deducts
from a time off pool (daily time off pool, Interval time off pool, or both types of pools). (The Activity
Details page is located on the Work Administration menu, under Activities.)

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 What's new in the HFR7 0712 release for WFM

What's new in the HFR7 0712 release for WFM

The HFR7 0712 WFM package provides software updates, resolved issues, and enhancements on
top of the V15.2 HFR7 release and any previous WFM packages.
The following provides a brief description of these updates. For a cumulative description of all the
features released in WFO V15.2 HFR7, see the V15.2 Release Notes.

Biweekly accrual option for time off hours

The Schedule of Accrual setting has been expanded to include a Biweekly option. Customers who
use a biweekly payroll schedule can use the Biweekly accrual option to align their payroll schedule
with the time off accrual period.

Enhancements to Shift Request & Change settings

To make it easier to identify the different settings for new shifts, existing shifts, and shift extensions,
the settings are organized under headings now.
• A new setting is available for existing shifts: Allow requests to modify shift selection.
• For the Enforce the gap for overtime extension setting, the maximum value was changed
from 12 hours to 24 hours.

Time Off activity setup option

Now an activity can be set up to be used for time off and deduct from time off pools without being
used in requests.

Time Off setting option for waitlists

To manage processing of waitlist requests, a new setting is available: Include waitlist in time off pool
validation. To enhance fairness focused on first come first serve request processing, this setting
waitlists all requests when existing waitlisted requests exist for the same date range.

Export schedule
You can export data from the draft schedule to an external file for selected employees. You can
export the activities and start and end times of shifts and OT extensions only, or the activities and
start and end times of all scheduling components.

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 What's new in the HFR7 0710 release for WFM

What's new in the HFR7 0710 release for WFM

The HFR7 0710 WFM package provides software updates, resolved issues, and enhancements on
top of the V15.2 HFR7 release and any previous WFM packages.
The following provides a brief description of these updates. For a cumulative description of all the
features released in WFO V15.2 HFR7, see the V15.2 Release Notes.

Configuring employee columns

• You can add columns that display employee attributes next to the employee names (WFO
15.2 0710).

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 WFM package resolved issues

WFM package resolved issues

The WFM package is installed on top of WFO V15.2 HFR7. For resolved issues, refer to the specific
WFO package KB.
KBs are available from Verint Connect.

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