Release notes for 5.0 service packs.

Technical Release Notes V 5.0 SP3 November 15, 2022

Technical Release Notes V 5.0 SP2 June 8, 2022

Technical Release Notes V 5.0 SP1.2 January 5, 2022

Technical Release Notes V 5.0 SP1.1 December 21, 2021

Technical Release Notes V 5.0 SP3 November 15, 2022

Overview

Community Version 5.0 Cumulative Service Release 3 is the third service pack release for Community Version 5.0. This release adds new functionality and addresses several technical issues that apply to Enterprise and Essentials editions.

This release includes all previous hot fixes and patches released for version 5.0 GA (build 5.0.337), 5.0 (build 5.0.378),5.0 SP1 (build 5.0.398), 5.0 SP2 (build 5.0.546), and 5.0 SP2.1 (build 5.0.561).

Build details

Build version: 5.0. 696.655

Build date: October 28, 2022

Release date: November 4, 2022

What’s New

Community Services

Settings > Application settings > Administrative settings > Services | Process delay: modified the minimum value for process delay to 1 minute for the following Community Services: Agent Synchronization Monitor, Auto-Approve, Automated Schedule Attendance Monitor, PTO Calendar Partition Monitor, Published PTO Accrual Calendar Monitor, Schedule Adherence Summary, and Schedule Bid Monitor.

Automated Schedule Attendance Monitor

Today’s Home Page | Automated Schedule Attendance Monitor: added the ability for supervisors to configure ASAM.

Notifications

Notification memos are sent when agents submit a Late Check-In or Absentee Check-In using Community Everywhere Mobile App.

Reports — Intraday Performance Monitor

Report > Intraday analysis > Intraday performance monitor: Added the ability to ignore some number of intervals in the projection calculations for the IDP report in order to improve the accuracy of the IDP projections by ignoring recent intervals that may not have the data fully imported from the data source.

Settings > Application settings > Global settings & preferences | Adherence Reporting | Ignore prior intervals in intraday projections: Added new drop-down selection that allows users to ignore 0 intervals (default selection and will create the same results set as the previous Community versions) and up to 12 intervals (3 hours).

Reports — Shrinkage Summary

Report > Published schedule > Shrinkage report: optimized performance and execution speed/time of Shrinkage Summary report to address CPU load and timeout issues.

Reports — Data Source

Report > Contact volume > Data source: Display date and time on the interval section of the contact volume by data source report.

Devices

Settings > People & agent templates > People > Personal profile | External Devices: Removed phone number mask to allow the use international numbers.

Licensing & Activation

Licensing & Activation | Products: Removed unavailable products (e.g., Community Everywhere Mobile for Agents PAID EDITION & Community Everywhere Mobile for Supervisors PAID EDITION).

What’s Fixed

Agent View

Agent View | Properties | Agent Login Properties: agent is required to enter a strong password when attempting to update their own password although the server is set to 'No, simple passwords are acceptable'.

Agent Login: agents are unable to self-check-in from the web application getting the error "Cannot find a current schedule interval for check-in. Please verify your published schedule." even though agent has schedule. Agents now are allowed to self-check-in 1 minute before schedule start time or anytime during the schedule start/end times.

Agent View | Plan > Time off worksheet | Upcoming Time off | Pending & Upcoming requested time off: Time off worksheet showing time of request in incorrect time zone. E.g., Time off request made for 9a–10a by agent who resides in ET. When reviewing Time off worksheet, request is showing time in PST (Corporate Time).

Administrative Settings

Settings > Application settings > Administrative settings > Notifications | Notification event details | Edit Message | Mobile Push, Microsoft Teams & Slack: error report after selection the action "Edit Message" for Mobile Push, Microsoft Teams & Slack.

Settings > Application settings > Administrative settings > Application menus: added Properties > Devices to the menu for Supervisor role to be able to scan code and configure the Community Everywhere App.

Services

System Monitor Service | Schedule Adherence Summary Service: issues with most data not getting summarized in 'Published event summary' report possibly due to Community3.dbo.spScheduleIntervalSummarySync causing tempdb log to grow.

System Monitor Service | Schedule Adherence Summary Service: Community Summary Synchronization process is triggered when a copied working schedule is saved, or new working schedule is generated.

Plan > Auto-approve service > Rules > Enterprise model: Number of eligible people is showing wrong count (it is including all the admins / supervisors and counting inactive agents).

Two misspellings in the auto-approve rules headers:

Rules Applied to Activities tab - Show all auto-approve rules applied to the enterprse model.
Rules applied to Supervisors tab - Show all auto-approv.

Data Sources

Data Sources | AWS Adapter: Client has modified their AWS system to dynamically create and remove Shards based upon demand. Currently the adapter only reads the number of Shards at startup. Need to automatically pick up new Shards and delete old Shards while running.

Data Sources | InContact Adapter: InContact adapter is adding the same state multiple times with different start times because that is the way the API is giving us the data.

Data Sources | LiveVox Adapter: Call Volume numbers are off for certain LiveVox clients. Need to add session id to allow the summing of Operator Transfer and Operator Transfer Successful for Termination and Disposition calls.

Schedule Templates

Settings > Schedule templates > Schedule templates > Existing schedule templates: unable to delete templates with single quote in the name.

Settings > Schedule templates > Assignment profiles | Add people | Enterprise Model: Enterprise Model icons/images for activities and sites are missing.

People

Settings > People & agent templates > People | Choose using the organizational chart: people are missing from organizational chart tree but are in list on the right-side. Issue in all Supervisor trees.

On the Devices page, please change one word in "Automatically configure mobile app" section. Change "Mobile" to "Everywhere.".

All things time off

Time Off Reports | Enterprise Model: When partial day off (PTO/VTO) is submitted by an agent in a different time zone, the wrong date is displayed in the report.

Time Off Reports | PTO Event Detail Report | Show Options | show all PTO Events, or only Events for 'Active Participants': Whichever choice is made (show all is the default), inactive Agent’s already created/approved PTO requests are not showing in the list.

Time off settings > PTO classifications | Display image: error is reported in Application Exceptions report when using the default display image.

Advanced PTO:

Advanced PTO: PTO Calendars > Calendar partitions | When an agent in an open selection calendar is requesting PTO and there are a fixed number of approved requests for a brownout rule, auto-approve is considering inactive agent's PTO requests while validating the rule and failing the validation.

Advanced PTO: PTO Calendars > Calendar partitions | Bid: when an agent in a calendar partition bid is requesting PTO or adding a block, and there are a fixed number of approved requests for a brownout rule, auto-approve is considering inactive agent's PTO requests while validating the rule and failing the validation.

Advanced PTO: PTO Calendars > Calendar partitions with supervisor rule | When an agent in an open selection calendar is requesting PTO and there are a fixed number of approved requests for a brownout rule, auto-approve is considering inactive agent's PTO requests while validating the rule and failing the validation.

Advanced PTO: Agent View | Calendar partitions | Vacation Bid: after a user adds a block and commits the hours, the available PTO calendar is not showing the agent's committed hours when viewed by other agents.

Advanced PTO: PTO Calendars > Working accrual calendars | Accrual Tables | Import from Excel: error is reported in browser console and not all transactions are imported.

Advanced PTO: PTO Calendars > Published accrual calendar: The published accrual summary report when filtered for transaction detail does not freeze header rows like it does when filtered for the detail summary report.

Advanced PTO: PTO Calendars > Calendar partitions: validation is failing on the bid calendar.

Advanced PTO: PTO Calendars >When using the Excel import for accrual, it imported with no issue but in the review page (Step 5), the transaction dates were out of order.

Advanced PTO: Time off worksheet 'Accruals/Hours Scheduled' field not respecting Priority Layering.

Schedule Bids

Schedule > Schedule bids: schedules are different although the IDs are the same when opened within the Bid Response Report and the Schedule Template Report.

Schedule > Schedule Bids: Even though the agent has Saturday or Sunday in their schedule, it is not showing on the schedule view in "Schedule Bid Inventory" on the opened schedule but is in the "Bid response report".

Schedule > Schedule bids: start/end time of agent's assigned schedule bid template is off by 1 hour.

ASAP

Schedule > ASAP | Decrease Available staff | Plan a meeting: When you click on "Show" button under Participant Error column, the pop-up window is stuck on loading.

Schedule > ASAP | Decrease Available staff | Plan a meeting: missing labels on meeting planner.

Schedules

Report > Working Schedule: When a customer resides in a time zone that is PAST GMT, there is an issue with the First Day of Week setting advancing by one day when Generating Optimized Schedules in a Working Schedule.

Schedule > Working schedules | Manage agent schedules | Layered view: In the Working Schedule, if you view an Agent's schedule in layered view and attempt a drag/drop change, it will present an error at top of page: "Invalid AgentID".

Schedule > Working schedules > Schedule worksheet | on the Review events & exceptions when you filter by event types, it is showing wrong name on the participant list, but it is showing right name on the pop-up.

Reports

Report > Published schedule > Schedule details | Enterprise Model: when user create an All day PTO request with the option "No, some of the dates can be approved and some denied", it is not removing the underlying schedule.

Report > Published schedule > Schedule details | Enterprise Model: When you request an intraday event of 9 hours and it was approved, only 8.99 hours have been deducted from the PTO balance on the agent view.

Report > Published schedule > Schedule details & Schedule adherence > Daily schedule adherence | Convert work event to time off | Time Zones: when using default time zone in 'Show options', the start and end time of the converted schedule is off.

Report > Published schedule > Shrinkage report | Through date: End/Through date is not included in the calculations in the Executive Summary and Date reports within the summary report.

Report > Schedule adherence > Schedule adherence summary | Through date: End/Through date is not included in the calculations in the Executive Summary and Date reports within the summary report.

Report > Published Forecast > Shrinkage percentages: In the Forecast Shrinkage Report, the total shrinkage percent goes out 17 decimal places in the graph (it rounds down to a more reasonable hundredth in the table).

Report > Published schedule > Published event summary: discrepancies between the data reported in published schedule and in the published summary

Report > Published schedule > Published event summary: Summary report for specific date shows no data when user drills down and error reported in console.

Report > Published schedule > Published event summary | Launch the report by Activity: When the settings for approving or denying pending requests is set up for "Scheduler and above" in the Global settings & preferences, supervisors are able to approve or deny requests on Published event summary report after clicking on validation icon on the pop-up window with "Approve" or "Deny" buttons.

Report > Published schedule > Published event summary | Summary by participant | Participant Totals | Multiple Participants: error reported when attempting to view an event that is assigned to multiple participants.

Report > Published schedule | shrinkage report and the published schedule event summary report are showing different totals for shrinkage.

Report > Shrinkage and published event summary report | Discrepancy with Shrinkage Reports: discretionary and non-discretionary values are not same for the same date range.

Report > Intraday analysis > Intraday performance monitor: the green line is not honoring corporate time selection although the enterprise, site, browser, and PC are all set to the same time zone.

Report > Intraday analysis > Intraday performance monitor: the green line is not honoring time zone selection.

Report > Schedule adherence > Schedule adherence summary | Show options: an error is reported after selecting and applying the option "Use corporate time zone”.

Report > Intraday analysis > Intraday performance monitor | Projected Requirements vs. Forecasted Requirements: values are switched.

Report > Intraday analysis | Intraday performance monitor: When Intraday performance monitor report is filtered by STAFFING ANALYSIS, AHT and SERVICE ANALYSIS then user hovers over the chart values, all of them says 'Contacts'.

Report > Intraday analysis > Intraday performance monitor: graph's Y axis label will always show current date.

Report > Intraday analysis > Intraday performance monitor | green line: the color of the highlighted time is hard to see when the text is white, and the background color is light green.

Report > Intraday analysis > Intraday performance monitor: Projected requirements column in the table should be empty prior to the current time but it shows data.

Report > Schedule adherence > Schedule adherence summary | Adherence Percent, Totals, and Daily Intervals: agents with multiple data source IDs assigned will cause the intervals, total hours, and adherence % to be doubled, tripled, etc.

Report > Schedule adherence > Daily schedule adherence: net line data and 2nd/3rd rails/bars not showing for adherence and states bars after upgrade only for a single client.

Report > Schedule adherence > Schedule adherence summary | Enterprise Model: Inactive agents are showing on Schedule Adherence Summary report.

Report > Schedule adherence > Schedule adherence summary | Report run time: 'Report run time ' does not get updated after updating/Applying changes to the 'Show Options' form.

Miscellaneous

GDPR | People > Current list > Personal profile > Basic properties | Custom properties: Add warning banners for potentially sensitive or private data being captured in Agent Custom Properties (list and agent profile properties page).

GDPR | Report > Administrative & utility > Data targets: Add warning banners for potentially sensitive or private data being Exported as part of a Data Target.

Settings > Application settings > Global settings & preferences | SAML 2 Configuration | SAML Logging Configuration: When enabling SAML logging after UTC time changes to tomorrow and local time is still today.

Help Videos | Cloud-hosted MP4 files | Editing schedules: remove the word "working" from the description in the tile menu.

Known/Deferred Issues

Home Page / Today

Automated Schedule Attendance Monitor | When you are viewing today's summary and click on PM data, then go back to viewing AM data, it is showing different date (not today's date).

Administrative Settings

Settings > Application settings > Administrative settings > Notifications | SMS / Text Messaging | MessageMedia: MessageMedia not sending SMS messages to the end user and errors reported on the server application log.

Intraday Notification | Memo Text: denied intraday event added by admin fires notification text that states the request was approved and that it was recurring although it is intraday and was denied.

Data Sources

Settings > Data sources | Import | Import contact volume from Excel: need to inform users of removed duplicate intervals during validation/importing.

Schedule Templates

Settings > Schedule templates > Schedule templates | users should not be able to add inactive agents to schedule templates assignment.

People

Settings > People & agent templates > People > Personal profile: When creating a new schedule template assignment for an agent, close the window when you click Save otherwise the same template will be assigned to the agent as many times as it is saved.

All things time off

Agent View | Time Off: When an agent requests planned All day PTO/LOA, and it is approved from today's page pending request or from all things time off report, the schedules are not removed from the agents schedule; agents will have both work and PTO on their schedule.

ASAP

Schedule > ASAP | Decrease Available staff | Plan a meeting: When we create and execute plan a meeting ASAP, and one of the agents who was in the ASAP requested all day time off, the meeting ASAP is not being removed from their schedule. Agents will have both ASAP and PTO on their schedule.

Reports

Reports | Date format for reports needs to be consistent, using global date format (e.g., 01 Dec 2022).

Reports & Today's Home Page: warning message reported in browser console: "Deprecation warning: moment().add(period, number) is deprecated. Please use moment().add(number, period). See http://momentjs.com/guides/#/warnings/add-inverted-param/ for more info."

Report > Schedule adherence > Daily schedule adherence: error is reported when loading the adherence report because one of the agents has a very long user id (ex. 54 characters).

Report > Schedule adherence | Schedule adherence history and Schedule adherence summary | Comparing the historical adherence report with the schedule adherence summary report, some agents are reporting different Total Adherence numbers.

Report > Schedule adherence > Daily schedule adherence: Schedule start time is off when selecting time zone that does not honor DST (e.g., Arizona).

Report > Schedule adherence > Daily schedule adherence | Show options | Through date | Validation: users are unable to select Through dates that are 3 days after the start date.

Technical Release Notes V 5.0 SP2 June 8, 2022

Overview

Community Version 5.0 Cumulative Service Release 2 is the second service pack release for Community Version 5.0. This release adds new functionality and addresses several technical issues that apply to Enterprise and Essentials editions.

Community Version 5.0 Cumulative Service Release 2 is a full install that supports installing new clients as well as upgrading directly from Community versions 4.4 SP2 (build 4.4.825) and 5.0 (Build 5.0.337), 5.0 (build 5.0.378), and 5.0 SP1 (build 5.0.398).

This release includes all previous hot fixes and patches released for version 5.0 GA (build 5.0.337), 5.0 (build 5.0.378) and 5.0 SP1 (build 5.0.398).

Build details

Build version: 5.0.546.687

Build date: May 31, 2022

Release date: June 1, 2022

What’s New

Password Requirements

Web application and mobile app authentication: Added the ability to configure password requirements for both application authentication and mobile application authentication.

Settings > Application settings > Global settings & preferences | Password Requirements: Added 2 new password requirements options:

Minimum password length: 8 (default), 10, 12, or 15 character minimum
Require strong passwords: At least one uppercase letter, a number, and a special character: ‘No, simple passwords are acceptable’ (default) or ‘Yes, require strong passwords’

Updated the default password for Community first admin user (configured in the first-time setup page).

Data Targets

Data Targets | SFTP | Custom Ports: added the ability to support custom SFTP ports other than default port 22 (format sftp.mycompany.com:port).

Advanced PTO

Plan > All things time off > Time off settings > Accrual schedules | Years of Service: added to the list of 'Years of Service' up to 40+ years.

Online Help Videos

Added support for new 5.0 online help videos.

What’s Fixed

Login

Mobile App Login - Settings > People & agent templates > People > Basic properties | User credentials for mobile application | SSO/SAML users: Unable to login to mobile app using the password configured under 'User credentials for mobile application' instead the mobile user is able to login to the mobile app using the web application password.

Today (Home Page)

Today | Pending Request Worksheet: Supervisors should not be able to approve/deny requests in the Pending Requests Worksheet if the Role Permissions settings disallow it.

Typo: Today > Hot news | Enterprise model: missing “to” (it should read “send a message ‘to’ members).

Services and Utilities

Data Retention - Settings > Application settings > Administrative settings > Data retention policy | System internal data | Intermediate Schedule Data Truncate Policy: data retention policy was blindly deleting all rows from AgentScheduleChangeEvent, without regard to the processing status of those rows impacting the summarized data of schedules, events, and adherence.

Summary Utility - Settings > Application settings > Administrative settings > Data Summary Utility: summary utility (in the UI) was not including the full range of events in the “through date” value.

Summary Utility - Settings > Application settings > Administrative settings > Data Summary Utility: Optimize the stored procedure used by Data Summary Utility.

Data Sources

ShoreTel Event Feed Data Source - need to update queries under t_params.

Schedule Templates

Settings > Schedule templates > Schedule templates | Security button isn’t working to add securities.

Auto Approve

Plan > Auto-approve service > Rules > Enterprise model | when you add Agent Minimum Request Interval Rule and click save, it is throwing an error on console.

All things time off

Time Off: Personal profile > PTO settings | PTO Classification Summary (PTO) | Published Accrual Summary Report | when you generate accruals transactions, the hours are inaccurate when the policy is set to monthly.

Time Off: Plan > All things time off > Time off settings | PTO policies: while adding new people to a new or existing policy, inactive agents were included in the list of available agents. Corrected to show only eligible active agents.

Time Off: Plan>All Things Time Off>Time Off Events>Create Planned time off events: the PTO event will not delete the underlying schedule unless the event overlaps the schedule event in some way. Corrected to delete events such as break and lunch on PTO days.

Time Off: Settings > People & agent templates > People > Current list > Personal profile > PTO settings for agent | getting an error when you try to change an agent’s assigned PTO policy.

Time Off: Agent View: Agents are not getting memos when the time off (recurring time off or request time off) was approved or denied by the administrator. Memo and notifications added for Time off request status change.

Advanced PTO: Agent View > Plan > Time Off Worksheet | Waitlisting: after the time off is approved and the agent is going to a minus accrued hours balance.

Advanced PTO: Schedule > Schedule bids: Getting repeated memos or memos are looping through with a subject PTO Calendar Bid Round Block Validation Status Updated.

Advanced PTO: Agent View: Plan > Time off worksheet: the agent is unable to accept the eligible waitlist item even though they have sufficient accrued hours.

Advanced PTO: Agent View: Plan > Time off worksheet | Calendar partition | Time off bid rounds: agents are getting 400 error on the calendar partition after clicking Show this bid round status.

Advanced PTO: Plan > Time off worksheet | Calendar Partition: When agent adding a block and saving a time off request, getting “Unable to validate the block. An error occurred. [973] Unable to connect to the remote server” error.

Advanced PTO: Agent View: Plan > Time off worksheet: do not allow the agents to commit the bid without validating the block; otherwise, the block status will change to ‘not valid’ and hours will not reflect on the agent’s accrual balance once the bid is closed and published.

Advanced PTO: Agent View: Plan > Time off worksheet: when an agent has requested a vacation bid exception and the administrator has approved it, the system sends out multiple memos.

Advanced PTO: Agent View: Plan > Time off worksheet | Upcoming time off | Not Eligible Waitlist Status | Waitlist icon: error reported after clicking on icon: Exception Id: 1 Originating Namespace: WFMSG.Server.PersistencePeers.SQLServerPersistencePeers Description: No suitable persistence peer found for the given document type.

Advanced PTO: Plan > All things time off > PTO Calendars > Calendar partitions: when adding people to a PTO calendar, the participant list is showing inactive agents in addition to active agents. Corrected to show only eligible active agents.

ASAP

ASAP meeting & Planned All Day Time Off: when single agent all day time off is approved, the ASAP meetings are removed for all agents.

Schedule > ASAP calendar | Decrease Available Staff | Create VTO: Display minimum and maximum participants to accept the offer (minimum and maximum participant count) on the home page.

Schedule > ASAP | Decrease Available Staff | Create VTO events: when you create new VTO event and open for feedback agents are not getting memo or notification to accept the VTO.

Schedule > ASAP | Decrease Available Staff | Create VTO events: when you create a new VTO event, agents are getting same memo multiple times.

Schedule > ASAP calendar: On the Response Report, we are unable to see the time when agents have accepted the offer, it only shows the last updated date. Corrected to show time agent accepted.

ASAP | Increase Available Staff | Create Overtime Shifts | Basic properties: allow agents with schedules on this date to participate in this plan?: when 'Yes, ...' is selected, the 'No,...' option is selected when the user returns to Basic properties.

Schedule > ASAP Schedule: when you create and execute a Plan a meeting ASAP, on the ASAP execution status report the event type is showing as N/A and duration is not showing in minutes if it is 30 minutes (it should show 0.5).

Forecast & Schedules

Published & working forecast | Staffing requirements reports issue with Forecast staffing report where the calculations for staffing hours was incorrect resulting in inaccurate staffing FTEs and efficiency totals when using Skill-based forecasting.

Forecast > Published forecast | on the AHT graph, the Forecasted vs Actual lines are reversed in both the values and colors.

Typo: Forecast > Working forecasts > Forecast worksheet | Working forecast staffing requirements | Generate Clusters: There’s a typo in the tool tip in the working forecast worksheet. "Forecastgin" instead of forecasting.

Schedule > Working schedules > Schedule worksheet | Printer-friendly Schedule Reports: Schedule detail by date — the downloaded xlsx or csv reports is showing only agent's name and not showing the schedule details.

Reports

Report > Contact Volume: AHT calculation for Media types and Executive Summary are not accurate/matching the manual calculations.

Report > Contact volume | Show the data source report: Contact volume by data source report: Collection point – top row was blank. Now shows All Collection Points.

Report > Schedules | Event: rounding issues after dragging and dropping the event – displaying event with duration of 20 minutes as 19 minutes.

Report > Published Schedule: Clicking on Apply options, the schedule is not refreshing the report but when viewed in the "Show this report in full-screen view", the schedule for the week displays correctly.

Report > Published schedule > Shrinkage report: unable to see shrinkage data for periods before current date (today).

Report > Published schedule > Schedule analysis | Show the compact service metric summary: After clicking apply options report is not loading and throwing an error on the console.

Report > Published schedule > Schedule analysis | Show the full-service metric summary: After clicking apply options report is not loading.

Report > Published schedule > Published event summary: denied hours are being included in the calculated hours for Paid / Not paid, Work / Not at work, Queue / Not in queue, etc.

Report > Published schedule | Shrinkage report: when you choose time zone and click apply options, a 404 error is reported.

Report > Published schedule > Schedule details | Custom user group: when using Create New Work Intervals option in a published schedule for a custom group, the agents you can choose to include in the event is different than the actual custom group.

Report > Published schedule | Shrinkage report: on the show option section it is not supposed to show the time zone until you select "use selected time zone" on the time zone dropdown.

Published & Adherence Schedules | Scheduled Events | Edit: edited scheduled events are not displaying correctly. The end time of the edited event is not triggered/calculated correctly and showing the old end time.

Published & Adherence Schedules | Scheduled Events | Delete: scheduled events do not get deleted after attempting to delete from the schedule.

Report > Intraday analysis > Intraday performance monitor: when you choose time zone and click apply options gives 404 error.

Report > Schedule adherence > Daily schedule adherence | Automatic refresh interval: when selecting the option "Do not refresh the report", it will spawn a nearly infinite number of refresh requests causing high CPU usage. As a result, few changes to the UI are made on the Global settings & preferences as well as the report options for automatic refresh interval.

Report > Schedule adherence > Daily schedule adherence | Enterprise model: when you "Use corporate time zone" and create event interval, it is giving an error while saving.

Report > Schedule adherence > Daily schedule adherence | Show the supervisor report: When creating new work intervals, inconsistent behavior between the published schedule report by agent and the schedule adherence report by agent.

Typo: Report > Schedule adherence > Adherence alerts: Columns is misspelled (in Columns per row).

API Help

Community Help Page: the API link page is breaking with the error - Server Error in '/CommunityWebApi' Application.

Known/Deferred Issues

Home Page / Today

Automated Schedule Attendance Monitor | When you are viewing today's summary and click on PM data, then go back to viewing AM data, it is showing different date (not today's date).

Notifications

Settings > Application settings > Administrative settings > Notifications: there is no memo settings for ' Time off request updated'. This memo option will be removed as memos are sent for Time off request status change.

All things time off

Time Off: Agent View: Plan > Time Off Requests: when entering the details and clicking tab, it is highlighting the dropdown lists, but user cannot make selection using keyboard.

Advanced PTO: Plan > All things time off > PTO Calendars > Working accrual calendars | Accrual Tables | Import from Excel: error is reported in console and not all transactions are imported when:

1. Using an existing file/a file that was already uploaded

2. Using the option 'Import all including Warnings'

Advanced PTO: Agent View: Plan > Time off worksheet | Calendar partitions | Time off bid rounds: when the calendar partition and bid monitor service are running all the time and the agent's PTO bid exception is approved by the admin, the block status does not auto-update to Valid status.

Advanced PTO: Agent View: when brownout rule is configured with one fixed approved request per day in a partition and one agent has committed the block for 40 hours, another agent is also able to commit the block if that agent requests multiple blocks with the same date range.

ASAP

Schedule > ASAP Calendar | Modify Current Schedule | Optimize Off-phone Events: page times out after 5 minutes after executing the plan (although the execution completes successfully in the background past the timeout value).

Schedules & Reports

Schedule > Working schedules > Schedule worksheet | Printer-friendly Schedule Reports: Schedule detail by participant — when you download an xlsx or CSV, the report is not showing the agent’s name.

Report > Schedule adherence > Schedule adherence summary | Enterprise Model: Inactive agents are showing on the Schedule adherence summary report.

ASAP | Choose people | Automatically update net line statistics: 'Automatically update net line statistics' checkbox is always grayed out: This option is only available for the "Plan a meeting" ASAP type when choosing a start time and then finding the meeting participants based on the fixed meeting time.

Schedule > ASAP Schedule | Decrease Available staff | Plan a meeting: Choose people — when you click Choose your meeting start date and time, date picker is missing.

Report > Schedule adherence > Daily schedule adherence report | Report options | Through date | Auto refresh interval: The auto-refresh selection list is set to null if the ‘Through date’ is set to any values other than today’s date because auto-refresh ONLY applies to today’s date as the report date.

Report > Schedule adherence > Daily schedule adherence | Enterprise model: when you “Use corporate time zone” and “Convert work event to time off,” it is giving an error while saving.

Report > Schedule adherence > Daily schedule adherence & Schedules | Enterprise model: using custom time zone, manually created event(s) use the agent’s default time zone not the selected time zone.

Schedule > Working schedules > Schedule worksheet | Printer-friendly Schedule Reports: Schedule detail by date — the downloaded xlsx or CSV report name is encoded with a URL (e.g., (Schedule+detail+for+Areheart%2c+Sam++on+Monday%2c+28+03+2022) instead of the report name with the agent. As designed because the name is "url encoded" to allow it to be downloaded; the name is derived from the title attribute of the enclosed div.

Report > Published schedule > Published event summary | Enterprise model: the Published event summary event detail report is showing start and end times as N/A - N/A even though PTO event has defined start and end times.

Settings > Schedule templates > Schedule templates > Existing schedule templates | after adding schedule template and clicking save, "Organize your schedule template " is not aligned properly.

Technical Release Notes V 5.0 SP1.2 January 5, 2022

Overview

Community Version 5.0 Cumulative Service Release 1 is the first service pack release for Community Version 5.0 that adds new functionality and addresses several technical issues that apply to Enterprise and Essentials editions.

Community Version 5.0 Cumulative Service Release 1 is a full install that supports installing new clients as well as upgrading directly from Community versions 4.4 SP2 (build 4.4.825) and 5.0 (Build 5.0.337) and 5.0 (build 5.0.378).

This release includes all previous hot fixes and patches released for version 5.0 GA (build 5.0.337) and 5.0 (build 5.0.378).

Build details

Build version: 5.0.398.679

Build date: January 3, 2022

Release date: January 3, 2022

What’s New

Data Sources

Settings > Data sources: added new Genesys PureCloud Connect data source with support for importing Collection Points, People and Call Volume:

Schedules

Schedule > Working schedules > Schedule worksheet | Review events & exceptions: keeps the report on the day you are working on to prevent accidently editing another date.

Mobile Application Settings and Capabilities

Settings > Application settings > Administrative settings > Mobile application setup: added the ability to control mobile users access to Recurring Time Off and Planned Time Off.

What’s Fixed

Login

Agent Role | SSO Login | Properties > Devices: the QR code generated for mobile app uses the SSO username and login and not the Mobile application user name when scanning the QR code using the mobile application.

Services

Plan > Auto-approve service > Rules > Enterprise model | Agent Brownout Date Rule: all agent time off requests within the brownout range are denied by the validator and auto approve service.

Plan > Auto-approve service > Rules > Enterprise model | Community Enterprise Model: Agent Brownout Date Rule, when you edit the existing rule by updating the date and saving multiple times, it is clearing the values of the rule when you re-open them.

Plan > Auto-approve service > Rules > Enterprise model | Agent Brownout Date Rule: modifying the form then clicking Save will result in the form reverting back to the old, saved data and not the new data, and error is in console although the new data is saved.

People

Client Issue | Settings > People & agent templates > People > Current list > Personal profile > Scheduling setup | Create a new schedule template assignment: 'Schedule type' dropdown list is empty, and all web users are logged out after attempting to add new assignment.

Client Feature | Settings > People & agent templates > People > Current list > Personal profile | User login credentials | User ID: UI limits user to 40 characters but database allows 50. Limit for UI increased to 50 characters.

All things time off

Plan > All things time off > Time off events | Create planned time off events | Partial day: error is reported after adding participants to the time off request "<target>. Duration and <source>. Duration has conflicting properties: DataType property mismatch."

ASAP

Client Issues | ASAP open for feedback notifications all sending "Extend Overtime Shifts" notification text regardless of ASAP type.

Client Issue | ASAP | Increase Available Staff | Create Overtime Shifts | Eligible Participants: all agents under the selected activity are marked eligible although some are not eligible.

Client Feature | ASAP | Increase Available Staff | Create Overtime Shifts | Open for Feedback: multiple notifications are sent to the agents because client kept clicking 'Open for feedback' button. Now, we only allow users to click the button once and present ‘Loading…’ message.

Schedules

Client Issue | Inconsistency | Published Schedules | Add Events | Comments: When an Admin/Scheduler/Supervisor adds a new Event to an Agent's schedule, the 'Comments' field should not be required, as in previous versions.

Reports

Client Issue | Report > Intraday analysis > Intraday performance monitor: IDP reporting full-day call volume and AHT instead of “ToCurrent”.

Client Issue | Report > Schedule adherence > Schedule adherence history | Agent Data | Export: xlsx and csv export files are missing agent names in the export files.

Client Issue | Schedules | Event: rounding issues with displaying events with duration such as 20 minutes as 19 minutes.

Client Issue | Report > Schedule adherence > Schedule adherence history | Executive Summary | Export: xlsx and csv export files of executive summary has no data.

Client Issue | Report > Published schedule > Schedule details | Net line reports: rounding results are different for Required FTEs in 'Subordinate activity analysis' vs. Published schedule.

Multiple Reports | Show options: report 'Show options' does NOT auto hide after clicking 'Apply'.

Schedule > Working schedules > Schedule worksheet | Compact Service Metric summary: '400 bad request' error reported after applying report.

Client Issue | Published schedule event summary report | Summary by date | Summarized by date | Detailed published event report by Activity: drill down to event (by selecting the report date), it is showing events for whole month and not date specified.

Essentials edition

Essentials - Agent view - Schedule | Schedule Bid | Permission: suppress 'Schedule Bid' for agents.

Essentials upgrade to Enterprise | Settings > Application settings > Administrative settings > Notifications | Teams & Slack: Teams & Slack notification channels not listed in UI after upgrade from Essentials to Enterprise, both channels are licensed.

Essentials- Schedule > Working schedules > Schedule worksheet | Permission: suppress display of Participants, User Group Schedules, Security, Weekly schedule analysis & Assignment Profile assignments.

Misspelling

Forecast > Published forecast | Report | Staffing requirements | Staffing hours and Staffing FTEs, when you click Print on the report section "Forecast Report - Staffing" misspelled as Forecat Report – Staffing.

Forecast > Published forecast | Report | Staffing requirements | when you download the report as either CSV or XLSX the report name is misspelled to Forecat instead of Forecast.

Forecast > Published forecast | Report | Staffing requirements | Staffing hours and Staffing FTEs report Total Adjusted FTEs is misspelled as Total Adjuested FTEs.

Forecast > Working forecasts > Forecast worksheet | Working Forecast Staffing Requirements | View forecast reports | on the report section Total Adjusted FTEs is misspelled as Total Adjuested FTEs.

Plan > All things time off > Time off events > recurring event | How show this event influence existing work hours?: 'Show' should be changed to 'Should'

Client Issue | Agent View | Plan > Time Off Requests > Request planned time off: misspelling of 'requstesting ' in 'Are you requstesting off a portion of a day or a whole day(s)?'

Agent view - Schedule | Self check-in | tile description: typo in 'applicaiton'.

Known/Deferred Issues

Settings

Client Issue | Supervisor View | Custom Menu | Settings > Application settings > Administrative settings > Application menus | Working Schedule Steps to Success (Left menu) & tiles: supervisors are unable to expand items on left-side menu and icons.

Custom Menu | Settings > Application settings > Administrative settings > Application menus | Published Forecast Steps to Success (Left menu) & tiles: supervisors are unable to see tiles.

Reports

Report > Published schedule > Shrinkage report: unable to see shrinkage data for periods before current date (today).

Report > Published schedule | Shrinkage report: on the show option section it is not supposed to show the time zone until you select "use selected time zone" on the time zone dropdown.

Technical Release Notes V 5.0 SP1.1 December 21, 2021

Overview

This release includes all previous hot fixes and patches released for version 5.0 GA (build 5.0.337).

Build details

Build version: 5.0.378.665

Build date: December 14, 2021

Release date: December 16, 2021

What’s New

Data Sources

Settings > Data sources: added new Genesys PureCloud Connect data source with support for importing Collection Points, People and Call Volume:

Schedules

Schedule > Working schedules > Schedule worksheet | Review events & exceptions: keeps the report on the day you are working on to prevent accidently editing another date.

Mobile Application Settings and Capabilities

Settings > Application settings > Administrative settings > Mobile application setup: added the ability to control mobile users access to Recurring Time Off and Planned Time Off.

What’s Fixed

Login

Services

Plan > Auto-approve service > Rules > Enterprise model | Agent Brownout Date Rule: all agent time off requests within the brownout range are denied by the validator and auto approve service.

People

All things time off

ASAP

Client Issues | ASAP open for feedback notifications all sending "Extend Overtime Shifts" notification text regardless of ASAP type.

Client Issue | ASAP | Increase Available Staff | Create Overtime Shifts | Eligible Participants: all agents under the selected activity are marked eligible although some are not eligible.

Schedules

Reports

Client Issue | Report > Intraday analysis > Intraday performance monitor: IDP reporting full-day call volume and AHT instead of “ToCurrent”.

Client Issue | Report > Schedule adherence > Schedule adherence history | Agent Data | Export: xlsx and csv export files are missing agent names in the export files.

Client Issue | Schedules | Event: rounding issues with displaying events with duration such as 20 minutes as 19 minutes.

Client Issue | Report > Schedule adherence > Schedule adherence history | Executive Summary | Export: xlsx and csv export files of executive summary has no data.

Client Issue | Report > Published schedule > Schedule details | Net line reports: rounding results are different for Required FTEs in 'Subordinate activity analysis' vs. Published schedule.

Multiple Reports | Show options: report 'Show options' does NOT auto hide after clicking 'Apply'.

Schedule > Working schedules > Schedule worksheet | Compact Service Metric summary: '400 bad request' error reported after applying report.

Essentials edition

Essentials - Agent view - Schedule | Schedule Bid | Permission: suppress 'Schedule Bid' for agents.

Misspelling

Forecast > Published forecast | Report | Staffing requirements | when you download the report as either CSV or XLSX the report name is misspelled to Forecat instead of Forecast.

Forecast > Published forecast | Report | Staffing requirements | Staffing hours and Staffing FTEs report Total Adjusted FTEs is misspelled as Total Adjuested FTEs.

Forecast > Working forecasts > Forecast worksheet | Working Forecast Staffing Requirements | View forecast reports | on the report section Total Adjusted FTEs is misspelled as Total Adjuested FTEs.

Plan > All things time off > Time off events > recurring event | How show this event influence existing work hours?: 'Show' should be changed to 'Should'

Client Issue | Agent View | Plan > Time Off Requests > Request planned time off: misspelling of 'requstesting ' in 'Are you requstesting off a portion of a day or a whole day(s)?'

Agent view - Schedule | Self check-in | tile description: typo in 'applicaiton'.

Known/Deferred Issues

Settings

Custom Menu | Settings > Application settings > Administrative settings > Application menus | Published Forecast Steps to Success (Left menu) & tiles: supervisors are unable to see tiles.

Reports

Report > Published schedule > Shrinkage report: unable to see shrinkage data for periods before current date (today).

Report > Published schedule | Shrinkage report: on the show option section it is not supposed to show the time zone until you select "use selected time zone" on the time zone dropdown.

Technical Release Notes V 5.0 SP3 November 15, 2022

Technical Release Notes V 5.0 SP2 June 8, 2022

Technical Release Notes V 5.0 SP1.2 January 5, 2022

Technical Release Notes V 5.0 SP1.1 December 21, 2021

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