Introduction to the new features and fixes in CommunityWFM version 5.1.
Appendices in the PDF and links to articles include step-by-step instructions for the new features.
Overview
CommunityWFM Enterprise 5.1 represents a significant release for CommunityWFM and includes adding support for multiple languages (Spanish for Mexico, Canadian French, and Portuguese for Brazil); additions to aid in compliance with General Data Protection Regulations (GDPR); an Agent Self-Service Kiosk (ASSK); enhanced audit trail reporting; a new adherence comparison report; plus the usual assortment of bug fixes and UI enhancements. This release includes hotfix1 and hotfix2 for 5.0SP3.
New Features
Visit linked articles to view details and step-by-step instructions for the new features.
Multi-language support
With 5.1 there is an option for multi-language support, which allows viewing the screens in CommunityWFM in French Canadian, Portuguese, or Mexican Spanish. Change the region / language to see reports, pop-up instructions, buttons, and menu items in the preferred language in the web version and the mobile app.
Agent Self-Service Kiosk (ASSK)
With Community’s new ASSK feature, agents can request specifically configured out of queue events and have the event automatically approved and placed on their schedule if it passes the validation rules such as adequate staffing levels. No need for an administrator to approve the request!
Have a mandatory online training module that agents can complete when they’re ready? But only if there’s enough staff? ASSK is the answer.
Depending on the event configuration, agents may request the designated ASSK event and add it to their schedule in real time, or the configuration can require that the event pass business rules before approval.
For administrators
For agents
Adherence Comparison Report
Using the summary adherence data, the comparison report allows selecting up to five people or groups (“scopes”) to compare schedule adherence for an unlimited date range. From an executive summary to details, see the top and low performers for each group, total adherence hours and percentages, trends, and the performance of individual agents. As with most reports, this one includes the ability to export the data for further review.
GDPR & DSAR
General Data Protection Regulations (GDPR) are statutes governing the use and distribution of personal data for users of a website or application. Data Subject Access Requests (DSARs) are requests to exercise these rights. CommunityWFM 5.1 includes a data subject rights policy page with links to allow viewing collected personally identifiable information (PII) and requesting removal, restriction, or correction of PII. Agents may also view a list of their previous data subject rights requests.
Contact centers will need to designate an administrator in the Global settings & preferences as a data privacy advocate who can fulfill the data subject access/use requests.
Note: if you elect to mask a user’s data, the masking is not reversible or recoverable and with full anonymization the user profile is locked. Once masked, no one, not even the support desk, can retrieve the PII data.
For administrators
For agents
User interface enhancements
Improved performance
You may notice significant improvements that optimize performance with decreased execution time when generating staffing requirement forecasts, especially for larger centers.
Text styling
There is bolder, cleaner text for easier reading.
Date format
The date format throughout the application is now dd/mon/yyyy (01 Jan 2024) to avoid the possibility of confusion when using numbers for both day and month.
Event type name
Schedules now include labels describing the event type. No need to search the Event type legend drop-down menu to find out what event is represented by the color.
You can turn off this feature for a single report in the report options panel.
Or turn it off for all reports in the Global settings & preferences – Schedule and Event Editing section.
Spotlight view
Use a filter to highlight one or more event types on a published schedule. From the Event type legend drop-down menu, click an event name to highlight that event. Click another name to add it to the highlighted events. Click again to deselect the event.
You can still manage the non-highlighted items on the schedule as before (click and drag, right-click edit, etc.).
Event behavior validation
There is a new Clear selections button at the bottom of the Event Type Behaviors - Predefined event type classifications, and the Custom behavior settings page. This button will clear all selections and allow selecting your own parameters.
There is a new category for the Agent Self-Service Kiosk, and two new questions validate ASSK events.
Suppress net-line statistics
In reports that include net-line statistics, there is now an option to temporarily disable real-time net-line statistics updates. Find this option in a drop-down menu in the options panel. This will allow making multiple changes without having to wait for the inline statistics to update between edits. The PC button will indicate the number of edits, and refreshing the page or clicking the PC button will update the net-line statistics.
Schedule adherence monitor
In the Schedule Adherence Monitor when viewing the data as a list, there are links where you can not only send a message, but now you can view the agent’s profile or check-in status, or quickly launch the agent’s Schedule Adherence Summary Report.
Services
Settings > Application settings > Administrative settings > Services | Auto-Approve Service | Advance options: Removed corporate and UTC options from the dropdown What time zone option should Auto-Approve use? All time off requests will use the agent’s time zone for auto-approval.
Notifications
There is an option to add Webex as a notification channel (Settings > Application settings > Administrative settings > Notifications.).
Late check-in or absent
Notification memos are sent to the supervisor tree when agents submit a late check-in or absentee check-in using the Community Everywhere Mobile App.
Deleted PTO request
When an agent deletes a denied, pending, or approved time off request, there is a notification to the supervisor tree.
Tools for Supervisors
Mobile app
Supervisors have their own view to monitor team adherence, view and manage attendance, and manage the photo queue, all from the mobile app.
To set up the app with a QR code, supervisors now have access to a Devices page in their menu structure (Properties > Devices). If not visible, check the Applications menu settings. Scan the code from within the mobile app, enter your password, and you’re all set!
Other mobile app additions
- Language preference transfers from the web application.
- On the Team Adherence page clicking the attendance and adherence buttons replicates the web experience.
- Hot News and Send a message include the option for selecting the source (Enterprise model, supervisor tree, custom user group).
- When making a time off request, agents can select whether to approve all days together or approve some/deny some.
- Added the ability for agents to delete time off requests from their list.
ASAM
Supervisors can now edit and customize their individual preferences for their view of the Automated Schedule Attendance Monitor in the web version. This setting will transfer to the mobile app.
Other Security
Agent ID and password
All users must have a unique User ID to log in. You will not be able to add a new User ID that duplicates an existing User ID. If you currently have duplicate User IDs, they will continue to work until it’s time to update the password, then there will be a message to update the User ID.
With mobile app and SSO
There are smart labels on the User login credentials page: If using the mobile application and SSO/3rd party authentication, there will be fields for two User IDs—web and mobile. With version 5.1 SP2, the User ID can be the same. If your center does not have a license for the mobile app, there will only be a field for a web application User ID.
Reports
In several reports, there are visual indicators > for links to display more information.
- From the Published schedule report, the link will open the agent card (see below). This link was there before, but not visible.
- In the Published event summary report, the link will take you to the Published Schedule Report – no need to go back to the main page (see next page).
- When an agent runs their Daily schedule adherence report view, the link will display their state transactions report.
Basically, if you see a > symbol, click on it. Something good will happen!
Published Event Summary Report
View detail report
You can now navigate from the Published event summary report to the Published schedule detail report for a selected day using the summary report’s time frame. The Published schedule report will open in a new window and the date drop-down will include all the days from the summary report.
Enhanced audit trail reporting
Report > Administrative & Utility > Change audit log now includes reports for changes to
- An agent’s profile (including activity assignments),
- The Enterprise Model,
- The auto-approve rules and settings, and
- The new Self-service Validation Plan.
The Change audit log also has a new tile for Auto Approve rules, which apply to legacy vacation.
Shrinkage Summary
We’ve optimized performance and execution speed/time of the Shrinkage summary report to address CPU load and timeout issues.
Data Source
The Agent Data Source Login Report (Settings > People & agent templates > Data source logins) now includes an export option and a new column with supervisor name.
Scheduled events report
There is a new option in Global settings & preferences to set the maximum number of days for detailed schedule events reports. The default value is 90; maximum is 365.
Note: increasing to more than 90 days may slow performance.
Schedule > Working schedules > Schedule worksheet > Review events & exceptions | Reinstated Include events from the Published schedule as a default selected option.
People list
The people list has new columns for user role, email address, login ID, active/inactive status, and supervisor name. There is also a new export option.
Additional report enhancements
Reports > Published Schedule > Published Event Summary | Date picker: added the ability to select a single day.
Forecasts > Working forecasts: Added an export option for the Agent / Activity cross-training and cluster reports.
Forecast > Published forecast > Show revision history now shows list with last or latest updated at the top.
Report > Schedule adherence > Device state detail report: added export report option.
Schedule > Published schedule | Utility Schedule Reports | Published schedule audit report: added unpublished schedule comment and activities affected.
Excel import
When importing contact volume using Excel, Community will now detect duplicate intervals during validation.
PTO Enhancements
Sync PTO Rules Source
There is an option to sync the PTO Rules Source (PTO Calendar Partition Rules or Legacy AutoApprove Rules) using the Agent Synchronization Wizard. Go to Settings > People & agent templates > Synchronize people > Synchronization people now. In step 3, select the PTO Rules Source.
Request Planned Time Off
The default response for Should all dates in the date range be approved together? is now No, some of the dates be approved and some denied. This will prevent inadvertently leaving the response as Yes for single day requests or when it is not required that all days be approved, and will allow editing the event on the published schedule.
Note: If using the waiting list in a calendar partition, this option must be set to Yes.
Maximum accrued hours
Plan > All things time off > Time off settings > Accrual schedules | Total annual accrual (in hours): In the Global settings & preferences you can customize the maximum number of accrued hours used in PTO policy configuration Default is 400; maximum is 1000.
Bid round override validation
Administrators may override an agent’s bid round.
- If the bid round is not yet committed, then the bid administrator can override the round validation status.
- If the bid round is invalid, pending validation, or valid, then the bid administrator can override the validation status.
- If the bid round is already committed, then the bid administrator cannot override the validation status.
Working accrual calendar – Excel import
Plan > All things time off > PTO Calendars > Working accrual calendars > Accrual tables > Generate, import, or enter accrual transactions > File Import - Excel: Changed validation of transaction dates that are outside PTO policy boundaries to Error instead of Warning.
Intraday events for multiple people
Plan > All things time off > Time off events > Create intraday events: When creating an intraday event for multiple people there is now an option to select all people in the list (All Pending | All Approved | All Denied).
Publishing a working accrual calendar
After publishing a working accrual calendar, instead of a warning the on-screen message displays “Success!”
Data sources
There are new adapters for Zoom, Thrio, and Talkdesk.
Agent view
When agents are allowed to view the published schedules for their supervisor group, there is now an options panel to select a date range to view future weeks. This is handy when planning vacations or schedule swaps.
The Spotlight view feature and visible event name applies to an agent’s Published Schedule Report.
Time off Worksheet
In the Upcoming time off module, if a request is on the waitlist, the label now has Waitlisted instead of Not eligible.
The PTO Classification Summary has YTD accrued hours.
Calendar partitions
PTO calendar overview options > Available time off: Turned off the icons on the time off calendar for requests that are in a pending state or denied.
Other Fixes and Enhancements
In an ASAP ‘View results’ report, there is now an export option.