Contents

Technical Release Notes Version 5.1SP3_20251106

Community Everywhere™ Technical Release Notes_20250903

Readme Notes for 5.1SP2 HF5_20250903

Readme Notes for 5.1SP2 HF4_20250630

Readme Notes for 5.1SP2 HF3_20250520

Highlights of 5.1SP2_20240715

Technical Release Notes 5.1SP2_20240709

Technical Release Notes 5.1SP1.1_20240226

Technical Release Notes 5.1SP1_20240119

Technical Release Notes 5.1GA_20230920

Technical Release Notes Version 5.1SP3_20251106

Overview

CommunityWFM version 5.1 SP3

This service pack (SP3) adds new functionality and addresses several technical issues that apply to Enterprise and Essentials editions. 

Community Version 5.1 SP3 is a full install that supports installing new clients as well as upgrading directly from Community versions 5.x.

This release includes all previous hot fixes and patches.

Build details

Build version: 5.1.1453.868 Cumulative Service Release 3

Build date: November 1, 2025

Release date: November 7, 2025
 

Included hotfixes

Included with this release all previously released 5.1SP2 hotfixes:

What’s New

New Mobile Push Bridge Notification service to support Android and Apple push notifications. 

What’s Fixed

5.0 & 5.1 | Admin View | Forecast > Working forecasts : When using Excel contact volume/Shrinkage Percentage/Staffing requirements profiles to generate or import data there is an error or page is breaking. 

iCal is importing the wrong time zone when compared to Enterprise Model and agent time zone. 

Android push messages not being received. 

Plan a Meeting - ASAP Meeting people selection doesn't include all available if starting with date/time option. 

Known/Deferred Issues

Not able to load the "Full Service Metric Summary " report in a working schedule; getting error on the console.

Schedule > ASAP Calendar > Decrease Available Staff > Create VTO Events | Alpha testing - Breaks and Lunches are staying on Schedule after executing VTO. 

Regionalization | There is an invalid region in the Agent Region dropdown. 

When an ASAP is executed and has a large number of participants, the ASAP times out | Schedule ASAP Calendar. 

Data Rights bug removing optional personal information instantly is marked as complete even though Admin has 30 days to complete. 

Update Copyright date on footer. 

Help Videos | Forecasts & Schedules tile is cutoff. 

Mobile App 5.0 Updates

The latest version of the mobile app (5.0) adds support for CommunityWFM version 25.03. This includes SAML/OAath2 support.

Scanning the QR code or entering database information is no longer needed to set up the mobile app with version 25.03 and app version 5.0. Users simply log in with their CommunityWFM email and password. The scan QR code option remains available for centers using CommunityWFM version 5.x. When entering an existing username for 5.x, the configuration page will open.

SSO

If using SSO, after entering an email address, the SSO/SAML2 authentication screen launches. After entering the credentials to authenticate, the Community Everywhere™ app will open. 
If not using SSO, enter the password and click Sign in to open the app.

Dashboard

New: There is now a Sign Out option on the dashboard.

Menu options

The app will automatically display the correct options based on the user role: agent, supervisor, scheduler, or administrator.

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Hotfix5 for 5.1 SP2 GA (Build 5.1.972)

5.1 SP2 Hotfix5 addresses the following issues with Community version 5.1 GA SP2 Hotfix 4 release:

• Schedule > Working schedules > Netlines are not updating based on the filtering of activity level. Netlines show data for all on the highest level.
• Schedule > Working Schedule | Printer-friendly Schedule Reports | Schedule summary report | Generating report is not filtering by activity.

Hotfix 1–4

5.1 SP2 Hotfix5 release includes a performance, database update, and optimization script released with 5.1 SP2 Hotfix1, Hotfix2, Hotfix3, Hotfix4, & Pre-Hotfix5 that addressed the following issues:

• Performance improvements for the Community application to address slowdowns. These include login, homepage, schedule adherence, intraday, ASAP selecting Activity, and navigating the application.
• Working Schedule | drag & drop latency issues in working schedule | Real time net line statistics enabled by default in the published schedule report results in latency issues when changing schedules using drag and drop, depending on the frequency and/or number of agents listed.
• Published Schedule Details & Daily Schedule Adherence | Enterprise Model/Agent Schedules by Activity | Real time netline statistics enabled by default in the published schedule report results in latency issues when changing schedules using drag and drop depending on the frequency and/or number of agents listed.

Note: Load issues when moving the entire work schedule versus specific events/breaks or lunches.

Note: Net-line hover over detailed activity report is temporarily unavailable with this update.

• Schedule > Published schedule > Agent Schedules by Activity | Context Menu (Agent Name) Issues causing slowdowns, resulting in page unresponsive popup.
• Report > Schedule adherence > Daily schedule adherence & Published schedule > Schedule details | Enterprise Model: Event preview timestamps not updating when extending the end of the event.
• Report > ASAP Calendar & Schedules: Accepted VTO events not posting to agent published schedule when VTO plan is configured with the option “Yes, execute the plan when participants accept it" when subsequent VTO events are created prior to agents accepting the VTO.

Note: Other effected ASAP plans include Delete Events, Extend Shifts, Meeting Planner, Modify Events, Extend Shifts, Recover off-phone periods, and Shrink Shifts.

• Plan > All things time off > Time off settings > PTO policies | Accrual Settings: If the PTO Policy used to generate the working accrual calendar is configured using the option Yes, delay accrual hours for new employees, then the transaction date for each agent in the policy will be the hire date of the agent (plus number of days delayed) instead of the first day of the year, month, or week based on the configuration set for rates hours accrue. This issue was introduced in release 5.0.

Supported Community Versions

Release 5.1 SP2 GA (Build 5.1.972).

5.1 SP2 Hotfix5 is a post-install manual/scripted update to the Community database and some Community system files (dll, css, & js) that is recommended for all new and upgraded clients using Community release 5.1 SP2 GA (Build 5.1.972).

5.1 SP2 Hotfix5 Client Web Browser Instructions

Clear browser cache using Ctrl F5 on CommunityWFM within the browser for each report.

1. Log in to the CommunityWFM application and navigate to the Published Schedule Details (Report > Published Schedule > Schedule Details > Enterprise Model).
2. Click Apply options to view schedules.
3. Then clear the browser cache using Ctrl F5.
4. Repeat for Daily Schedule Adherence (Report > Schedule adherence > Daily schedule adherence > Enterprise model).

Note: You may have to clear browser cache multiple times.

How do I know if I have this update?

Navigate to your profile name and select Application info from the drop-down menu.

This Hotfix Version is named: 5.1SP2 HF5 DLL and JS files.

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Readme Notes for 5.1SP2 HF4_20250630

5.1 SP2 Hotfix4 is a performance, database update, and optimization script that addresses the following issues with Community version 5.1 GA SP2 release:

• Working Schedule | Drag & Drop Latency Issues in Working Schedule | Real time net line statistics enabled by default in the published schedule report results in latency issues when changing schedules using drag and drop depending on the frequency and/or number of agents listed.
• Report > Schedule adherence > Daily schedule adherence & Published schedule > Schedule details | Enterprise Model: Event preview timestamps not updating when extending the end of the event.

Note: Net-line hover over detailed activity report is temporarily unavailable with this update.

5.1 SP2 Hotfix4 release includes scripts released with 5.1 SP2 Hotfix1, Hotfix2, & Hotfix3 that addressed the following issues:

• Performance improvements for the Community Application to address slowdowns. These include login, homepage, Schedule Adherence, Intraday, ASAP selecting Activity, and navigating the application.
• Report > ASAP Calendar & Schedules:  Accepted VTO Events not posting to Agent Published Schedule when VTO plan is configured with the option “Yes, execute the plan when participants accept it." when subsequent VTO events are created prior to agents accepting the VTO.

Note: Other impacted ASAP plans include Delete Events, Extend Shifts, Meeting Planner, Modify Events, Extend Shifts, Recover off-phone periods, and Shrink Shifts.

• Plan > All things time off > Time off settings > PTO policies | Accrual Settings: If the PTO Policy used to generate the working accrual calendar is configured using the option Yes, Delay accrual hours for new employees, then the transaction date for each agent in the policy will be the hire date of the agent (plus number of days delayed) instead of the first day of the year, month or week based on the configuration set for rates hours accrue. This issue was introduced in release 5.0.
• Published Schedule Details & Daily Schedule Adherence | Enterprise Model/Agent Schedules by Activity | Real time net line statistics enabled by default in the published schedule report results in latency issues when changing schedules using drag and drop depending on the frequency and/or number of agents listed.

Note: Load issues when moving the entire work schedule versus specific events/breaks or lunches.

Note: Net-line hover over detailed activity report is temporarily unavailable with this update.

• Schedule > Published schedule > Agent Schedules by Activity | Context Menu (Agent Name) Issues causing slowdowns, resulting in page unresponsive popup.

Supported Community Versions

Release 5.1 SP2 GA (Build 5.1.972).

5.1 SP2 Hotfix4 is a post-install manual update to the Community database and some Community system files (dll, css, & js) that is recommended for all new and upgraded clients using Community release 5.1 SP2 GA (Build 5.1.972).

5.1 SP2 Hotfix4 Client Web Browser Instructions

1. Clear browser cache using Ctrl F5 on Community within the browser.
2. Log in to the Community application and navigate to the Published Schedule Details & Daily Schedule Adherence.
3. Apply options to view schedules.
4. Then clear the browser cache using Ctrl F5 on the Working Schedule Report, Published Schedule Report page, and the Daily Schedule Adherence page.

Note: You may have to clear browser cache multiple times.

How do I know if I have this update?

Navigate to your profile name and select Application info from the drop-down menu.

This Hotfix Version is named: 5.1SP2 HF4 DLL and JS files.

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Readme Notes for 5.1SP2 HF3_20250520

5.1 SP2 Hotfix3 is a performance, database update, and optimization script that addresses the following issues with Community version 5.1 GA SP2 release:

• Published Schedule Details & Daily Schedule Adherence | Enterprise Model/Agent Schedules by Activity | Real time net line statistics enabled by default in the published schedule report results in latency issues when changing schedules using drag and drop depending on the frequency and/or number of agents listed.
  

Note: When moving the entire work schedule there is a lag in the adjustment of breaks/lunch resulting in performance issues depending on the frequency of drag and drops.

Note: Net line hover-over detailed activity report is unavailable with this update.

• Published Schedule Details & Daily Schedule Adherence | Enterprise Model/Agent Schedules by Activity | Context Menu (Agent Name). Opening up the Context Menu results in UI slowdowns and unresponsive browser page.
• Multiple Community database performance optimizations, including reducing deadlocks and improving overall performance.

5.1 SP2 Hotfix3 release includes scripts released with 5.1 SP2 Hotfix1 & Hotfix2 that addressed the following issues:

• Report > ASAP Calendar & Schedules: Accepted VTO events not posting to the agent’s published schedule when the VTO plan is configured with the option Yes, execute the plan when participants accept it and subsequent VTO events are created prior to agents accepting the VTO.

Note: Other affected ASAP plans include Delete Events, Extend Shifts, Meeting Planner, Modify Events, Extend Shifts, Recover off-phone periods, and Shrink Shifts.

• Plan > All things time off > Time off settings > PTO policies | Accrual Settings: If the configuration of the PTO policy used to generate the working accrual calendar has the option Yes, delay accrual hours for new employees and total accrued hours is unchanged, then the transaction date for each agent in the policy will be the hire date plus the number of days delayed, then round up to the next month, week, or year to match the policy as selected in the accrual settings for At what rate do the hours accrue? This issue was introduced in release 5.0.

Supported Community Versions

Release 5.1 SP2 GA (Build 5.1.972).

5.1 SP2 Hotfix3 is a post-install manual update to the Community database and some Community system files (dll, css, & js) that is recommended for all new and upgraded clients using Community release 5.1 SP2 GA (Build 5.1.972).

How do I know if I have this update?

Navigate to your profile name and select Application info from the drop-down menu.

This Hotfix Version is named: 5.1SP2 HF3 DLL and JS files.
 

Why did we need this update?

There have been reports of latency issues with the published schedule report and adherence reports where updates, especially when making lots of edits with drag and drop, have been taking a very long time or the system timing out. Affected reports include published reports with net line statistics at the top of the page.

This Hotfix will improve performance and resolve the latency issues.

What should I do after receiving the update?

Update the web browser in the Published Schedule Details and Daily Schedule Adherence.

1. Log in to the Community application and navigate to the Published Schedule Details (Report > Published schedule > Schedule details > Enterprise model).
2. Click Apply options to view schedules.
3. With the report open, clear the browser cache using Ctrl + F5. Press Ctrl + F5 again.
4. Repeat this process for the Daily Schedule Adherence (Report > Schedule adherence > Daily schedule adherence > Enterprise model).

Note: You may have to clear browser cache multiple times.

Changes to the Published Schedule Report and Schedule Adherence Report

Report > Published schedule > Schedule details

Report > Schedule adherence > Daily Schedule Adherence

A new way to update net line statistics

There is a new net line (NL) icon next to the pending changes (PC) icon. This allows greater control of when to complete the updates to the schedule.

If real time net line statistics updates are disabled in the report options, this NL icon becomes active and allows updating all completed changes when you’re ready.

If the report includes greater than 100 agents, the net line statistics update option is automatically disabled in the report options.

When you make a schedule edit, the icons turn orange, and the PC button will show the number of pending changes. Click NL to update only the net line statistics. Click PC to update the entire schedule, including schedule edits not made in real time by drag and drop (such as right click > edit). This will take longer.

If fewer than 100 agents and updates are enabled, the NL button remains grey even when there are pending schedule edits since updates to the net line statistics occur in real time.

Where is my pop-up with activities?

To conserve resources, the system no longer spends valuable energy creating a pop-up for each interval when you hover with your mouse.

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Highlights of 5.1SP2

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Published accrual calendar

Accrual balance import

In the published accrual calendar, there is now an option to import accrual balances or add additional accrual transactions from an Excel spreadsheet.

When importing an accrual balance, the system will automatically calculate the delta (the difference) between existing accrual balances and the values from the spreadsheet. After import, the system will update the agent’s accrual with the newly imported balance.

To import balances for a group of agents: Go to Plan > All things time off > PTO Calendars > Published accrual calendar.

Select the classification.

Click Show options.

In the options window: 
1. Select a classification,
2. select Import accruals, 
3. click Select for File Import - Excel.

[To import balances for a single agent, navigate to the agent profile >Time off settings > select the PTO classification. Click Show options. Click Generate accrual transactions then click Select next to File Import – Excel.]

In the options window select Import in the Accrual Balances tile then follow the steps in the Wizard.

Published accrual period report

Plan > All things time off > PTO Calendars > Published accrual calendar > select a classification. The participant summary tab of this report now includes a column for the Employee ID and the option to export the data. To export, select the grid view (◎) then click the ≡.

Database maintenance

Settings > Application settings > Administrative settings > Services.
There is now an option to separate the back-up utility in the application service, creating the ability run the database health utility without creating a back-up. Set Backup enabled? to No then Save.

Schedule adherence summary service

Settings > Application settings > Administrative settings > Services > Schedule Adherence Summary Service. There is a new option to select Number of agents to process at a time. This new feature improves the speed, reliability, and scalability of the summary service by controlling the CPU resources. Default is 10.

If the service fails, instead of IT having to restart the Windows service an administrator can Save the service here and it will restart.

There is also a change in the options for Process delay), increasing the minimum time to 15 minutes and adding an option for 2 hours.

Time off worksheet

The classification tiles show both the Total accrued/scheduled hours and year to date (YTD) accrued/scheduled hours instead of just the total accrued/scheduled hours. This will help agents understand their current accrual balance.

License overage report

Settings > Enterprise model shows a summary of People & Licenses.

The new Active People Report shows all agents contributing to the license count, with those exceeding the license count in red. This report includes the options to Deactivate or Delete agents.

This report is also accessible on the Licensing & activation page > People tab.

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Technical Release Notes 5.1SP2_20240709

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Overview

Community Version 5.1 SP2

This service pack (SP2) adds new functionality and addresses several technical issues that apply to Enterprise and Essentials editions.

Community Version 5.1 SP2 is a full install that supports installing new clients as well as upgrading directly from Community versions 5.x.

Any clients still using 4.x versions will need to upgrade to 5.0 prior to upgrading to 5.1 SP2.
This release includes all previous hot fixes and patches.

Build details

Build version: 5.1.972.706 Cumulative Service Release 2

Build date: July 8, 2024

Release date: July 9, 2024

What’s New

Today page (Essentials)

Added Agent Adherence Summary to Today page for all roles above agent.

Planned time off (PTO)

Added ability to import accrual balances within a published accrual calendar.

Plan > All things time off > PTO Calendars > Published accrual calendar | PTO Classification Summary | Participant summary | List/grid view: Added missing ability to export the list of agents and Employee ID column.

Plan > All things time off > PTO Calendars > Calendar partitions | Bid round properties | Minimum & Maximum block size in hours: Increased the default value for these 2 fields to 120 hours.

Plan > All things time off > PTO Calendars > Working accrual calendars | Accrual tables | Generate, import. | File Import - Excel: disable Next button until user selects one of the import buttons.

Agent View | Plan > Time off worksheet | Added YTD accrued hours to the PTO Classification Summary.

Services

Settings > Application settings > Administrative settings > Services: Rearchitect the adherence and published schedule summary sync services to achieve better scalability and reliability. Also, added "Number of Agents to process at a time" option.

Database Health and Backup Utility: Separated tasks for optimizing database and backup tasks. 
Settings > Application settings > Administrative settings > Services | Schedule Adherence Summary Service | Process delay: Changed the process delay options to 15 min, 30 min, 1 hour or 2 hours (previously 1–10 minutes, 15 or 30 minutes, or 1 hour).

Licensing

Licensing Overage Report: added the ability for administrators to see a list of agents who are active (Active People Report). This report can filter to show people added since exceeding the allowed number of licenses. Added the ability to deactivate or delete the agent(s) within the report.

License reconciliation specifications or Licensing process specifications: Added a report/table on the client database that lists active agents daily and keeps a history (other new report is only a snapshot of the usage). When some themes are used, the license information that shows license usage and overage is not displayed in Enterprise Model and License Activation pages.

What’s Fixed

Planned time off

Calendar Partition: Agents requesting time off within the calendar dates getting the error "You cannot request time off outside the bounds of a defined Calendar Partition."

Plan > All things time off > Time off reports: When agents are in different time zones and submit planned time off with the dropdown option "Yes all the dates in the range must be approved together" and when you view requests on the Time off report with agent's time zone the date is off by one day.

Legacy PTO & Calendar Partition | PTO requests are getting approved by Auto Approve service although the policy is set to not allow negative balances and the agent making the PTO request has not accrued hours and there is no published accrual.

Schedule Bids

Schedule > Schedule bids | Assign Schedule templates: After clicking the preview button, getting the error "Maximum request length exceeded."

Login

Some users are unable to login using SSO. SAML error for various users.

Enterprise Model

Settings > Enterprise model > Activity hub | Today's contact volume & handle time: In the Enterprise Model if you have an activity that is part of a folder structure that includes a subfolder, running the contact volume report at the top-level folder shows % of total calls for the activities incorrectly.

Settings > Enterprise model > Child activities | Physical Site | First day of schedule week | Default: Unable to save the basic properties after selecting default although the field is set to default when the site is added by first setup page.

Reports

Report > Schedule adherence | Schedule adherence comparison: Getting 400 error when clicking view full scope summary.

Report > Published schedule > Schedule analysis | Schedule analysis details: The report start and end date labels are not displayed on the report.

Report > Administrative & utility > Change audit log: Moved the reports for Data Subject Rights and Data Subject Rights Response to Application tile instead of Security (Security is not available in Essentials).

Schedule Adherence Summary Report: Data is getting summarized for today although it should not.

Essentials | Report > Administrative & utility > Change audit log | Application: remove Self Service Validation Plan since that's not available in Essentials.

Schedules

Schedule > Working schedules > Schedule worksheet | Working Schedule Shrinkage Report: If first day of week is Saturday, system fails to run working schedule shrinkage reports for newly created working schedules.

Agent View - Today | Weekly Schedule | Show Options | Show this report in full-screen view: ">" should not be visible since agent does not have access to agent card.

Schedule > Working schedules > Schedule worksheet | Weekly days off report: When agents who have shifts starting at 5am or earlier and are off on Sunday, "X" is not showing on Sunday on weekly days off report.

Notifications

Settings > Application settings > Administrative settings > Notifications: Added memo for 'Time off request updated.'

Intraday Notification | Memo Text: denied intraday event added by admin sends notification that the request was approved and that it was recurring.

People

Settings > People & agent templates > People > Current list > Personal profile > Basic properties > User login credentials: Benign error displays when changing the user ID or mobile application username.

Password policy: Admin View | Settings > People & agent templates > People > Personal profile > Basic properties for Agent | User Login Credentials: When the password policy is set to strong, the password validation displays an incomplete message with special characters.

Services

Settings > Application settings > Administrative settings > Services | Label Change: The Process delay drop down says "(in seconds)" but the only options are minutes. Applies to Auto-approve service, Automated Schedule Attendance Monitor, PTO Calendar Partition Monitor Service.

Settings > Application settings > Administrative settings > Services | Schedule Adherence Summary Service | Process delay (in seconds): remove the label (seconds).

Global settings & preferences

Essentials | Role permissions: Removed "minimum role authorized to approve agent uploaded photos" because agents can't upload profile pictures in Essentials.

Translations

French: Admin/Superuser View | Plan > All things time off > PTO Calendars > Calendar partitions | Edit| Rules | Workflow Navigation: Basic setup tooltip not translated.

Translations | Licensing Overage Report: report headers and some labels not translated.

Copywrite

Copyright Year: Updated year to 2024.

Known/Deferred Issues

All things time off

Admin view | Plan > All things time off > Time off reports: When the agent is in different time zone and submitting an all-day request, start and end date is showing wrong dates and total hours are showing in minus.

Plan > All things time off > Time Off reports: when the agent is in (GMT-05:00) Eastern Time (US & Canada) time zone and requesting time off, when you click on agent's name it is showing wrong start & end time.

Admin View: Open selection | brownout rule with 1 for number of approved requests | when you click on the validation on admin side on the published event summary report, validation is failing for the 1st request where it should pass (works fine on agent side).

Published event summary report | when you request the partial vacation hours of start and end time are showing wrong time.

When an agent in a time zone different from the Enterprise Model makes a time off request in open selection, the brownout rule is not working as expected.

Data source

Admin/Superadmin View | Cisco Express Adapter > Setup options > Collection Points > [...] > Edit custom query | Unable to edit the custom query for an individual collection point prior to saving, and saving without editing the query fails.

Admin/Superadmin View | Cisco IPCC Enterprise 8 Adapter > Setup options > Connections | When configured to use integrated NT Auth, the real-time UN and PW input boxes are not disabled.

Adapters | Revise > Bulk import values | When bulk importing contact volume data, the import includes updates for only time intervals that are factors of the interval for historical collection.

Data subject rights

Application Info > Data Subject Rights Policy | Grammar errors.

Agent view: When an agent requests to mask all PII now, it should not be marked as complete. The data privacy advocate needs to perform the masking, then mark the request as complete.

Application info > Data Subject Rights Requests | Typo in the page description.

Help

Admin/Superadmin View | Help Videos > Forecasts & Schedules | The description on tiles is cut off at the last line.

Today

Admin view | Today > Surveys | Create a new survey, Step 2 | When adding responses to a survey question, there is no option to finish adding responses.

Today's Links | Agents have the ability to create links under Today's Links that apply to all users.

Agent view | Today > Schedule Transactions > New Schedule Transactions | For all 3 transaction types, the Not Important star is below the radio button. The stars for the other rating levels are to the right of the radio button.

Licensing

Licensing & Activation page | The Import an activation code tile's title is missing the word `I.`

Memos

When replying to a memo, the html tags are inserted directly into the message instead of being interpreted.

When creating a new subfolder, the parent folder's delete button is not disabled until after you click off and then back on to the parent folder.

Mobile application

Third Party Authentication | Admin/Superuser View | Settings > People & agent templates > People > Current list > Personal profile > Basic properties for <AgentName> | Mobile settings do not appear to be used for third party authentication method.

Mobile (Android) | Google Firebase is deprecating FCM and moving to FMC V1, causing mobile push notifications to not be sent to Android mobile devices.

Reports

Staffing Required/Agents required value discrepancies between Published Schedule detail and Published Schedule Analysis Detail Report, when reports are filtered by site level.

Reports | Chart exports are intermittently failing & the report page redirects to export.highcharts.com with no indication why the export failed or why the redirect occurred.

Report > Published Forecast > Contact volume & handle time | Firefox only | The export button (3 pancakes) for the table view is partially covered by the scroll bar, making the export button hard to click.

Report > Published forecast > Shrinkage Percentages | Chart > Download XLS | When opening the XLS file, error `The file format and extension of chart.xls don't match` is displayed.

Reports | Published forecast > Shrinkage percentages | The report's chart has table export options in addition to the standard chart export options.

Report > Published Schedule > Schedule Details > Enterprise Report | Selecting an ASAP category from the `Choose an ASAP category` dropdown causes the `Choose an ASAP plan type` dropdown to become misaligned.

Report > Published schedule > Shrinkage report | The Executive Summary option has sub-options Shrinkage % and Shrinkage Hours. Those options appear tied to whichever main option was chosen before Executive Summary.

Report > Schedule adherence > Daily schedule adherence | The tiles for the 3 types of reports (Enterprise model, Supervisor tree, Custom user group) are in a different order than every other report.

Licensing Overage Report: the exported report in excel or csv does not show any indication or color code of the agents that went over. Consider adding a new column to show agents that went over or show in red.

Services

Settings > Application settings > Administrative settings > Services > Database Maintenance | Backup location is required when backups are enabled, but users are allowed to save with the box empty.

Settings > Application settings > Administrative settings > Services > Database Maintenance | Backup specific configs should be disabled if Backup enabled is set to No.

Settings > Application settings > Administrative settings > Services | Database Maintenance description has an unnecessary word.

Community System Monitor Service | Application event logging for the Database Maintenance Service does not include the Backup enabled value.

Community System Monitor Service | Application event logging for the Database Maintenance Service erroneously logs that a full backup is being done even when Backup enabled is set to No.

Passwords

Admin View | Settings> People & agent templates> People> Personal profile> Basic properties for Agent | User Login Credentials | When the password is set to strong & password is generated using the Generate password function, the validation displays an incomplete message with special characters.

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Technical Release Notes 5.1SP1.1_20240226

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Overview

Community Version 5.1 SP1.1

This service pack (SP1.1) addresses several technical issues that apply to Enterprise and Essentials editions. 
Community Version 5.1 SP1.1 is a full install that supports installing new clients as well as upgrading directly from Community versions 5.0 (Build 5.0.337), 5.0 (build 5.0.378), 5.0 SP1 (build 5.0.398), 5.0 SP2 (build 5.0.546), 5.0 SP2.1 (build 5.0.561), 5.0SP3 (build 5.0.696), and 5.1 (build 5.1.671) and 5.1SP1 (build 5.1.801.540).

Any clients still using 4.x versions will need to upgrade to 5.0 prior to upgrading to 5.1 SP1.1.

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), 5.0 SP2.1 (build 5.0.561), 5.0SP3 (build 5.0.696), 5.1 (build 5.1.671), and 5.1SP1 (build 5.1.801.540).

Build details

Build version: 5.1.836.1041 Cumulative Service Release 1.1

Build date: SP1.1 February 26, 2024

Release date: SP1.1 February 26, 2024

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Activation and Licensing Requirements

Note: License key for Enterprise product edition has three options: 5.0, 5.1, 5.1 SP1.

What’s New

iFrame

Created single Community iFrame page for presentation integration with key CCaaS partners consolidating key components of Community Agent user experience into one iFrame page.

What’s Fixed

Grammar corrections and typo fixes.

Data sources

Adapter: Talkdesk: Historical lookback change the time to be at an interval. 
Admin/Superadmin view | Settings > Data sources > <adapter> > Setup options > Device states | The UI limits device states and state descriptions to 50 characters.

Settings

People

Settings > People & agent templates > Synchronize people > Synchronization templates | Agent synch template allows for an agent to be their own supervisor, creating a circular reference can causing significant performance issues on the serve.

Admin/Superuser View | Settings > People & agent templates > People > Current list > Personal profile | Profile photos | Remove current image: Attempting to "Remove current image" when user has no image results in error.

Admin/Superuser View | Settings > People & agent templates > People > Current list > Personal profile | Profile photos | Choose File: File type is unspecified and unrestricted. If the file type is not GIF, JPG, PNG or BMP, user will get error.

Settings > People & agent templates > Synchronize people > Synchronization templates | when you select activities as the synch properties, it is synching the property to everyone instead of just synch targets.

Services

Automated schedule attendance monitor (ASAM)

Today page | ASAM -- When the refresh interval setting is set to no automatic refresh, it is still refreshing based on default value (every 30 seconds).

Today page | ASAM | Modify the default refresh interval to 300 seconds.

Today's page | ASAM | Change the auto refresh options in the UI to 5, 10, and 15 minutes.

Forecasts

Forecast > Working Forecasts > Customize forecast cluster information > Review the agent cross-training matrix | Inactive agents are included in the cross-training matrix report.

Schedules

Settings > Schedule templates > Schedule templates > Composite schedule members: error report "Input string was not in a correct format" after clicking Refresh.

Schedule > Working schedules > Schedule worksheet | Interactive Schedule Reports | Unassigned participant report: showing empty boxes instead of agent photo, name, etc. on the bottom of the report.

ASAP

Schedule > ASAP Calendar |Modify Current Schedules |Optimize Off-Phone Events/ Edit Scheduled Events | Customize notifications | edit message on the any channels | Supported Replacement Tokens section is showing empty.

Schedule > ASAP Calendar |Modify Current Schedules |Optimize Off-Phone Events and Increase Available Staff | Recover Off-Phone Events | Customize notifications | edit message on the any channels | text is cut off make it fit to the screen.

Reports

Report > Schedule adherence > Device state detail report | Enterprise Model: Enterprise Model report no longer loads. Supervisor and Custom User Group reports load correctly.

Report > Schedule adherence > Adherence alerts: agent image and links (Show today's adherence transactions, Send a message, etc.) are missing.

Report > Intraday analysis > Schedule analytics > This week | Getting error when the report is loaded. 
Report > Schedule adherence | Schedule adherence comparison | Getting 400 error when you click on view full scope summary.

Known/Deferred Issues

Deferred

Talkdesk | full CommunityWFM Experience | Plan > Time off worksheet | Agents are unable to delete upcoming PTO via the full CommunityWFM site link.

Report > Published schedule > Schedule analysis | Schedule analysis details | the report start and end date labels are not displayed on the end report.

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Technical Release Notes 5.1SP1_20240119

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Overview

Community Version 5.1 Cumulative Service Release 1 is the first service pack release for Community version 5.1. This service pack release adds new functionality and addresses several technical issues that apply to Enterprise and Essentials editions.

Community Version 5.1 SP1 is a full install that supports installing new clients as well as upgrading directly from Community versions 5.0 (Build 5.0.337), 5.0 (build 5.0.378), 5.0 SP1 (build 5.0.398), 5.0 SP2 (build 5.0.546), 5.0 SP2.1 (build 5.0.561), 5.0SP3 (build 5.0.696), and 5.1 (build 5.1.671).

Any clients still using 4.x versions will need to upgrade to 5.0 prior to upgrading to 5.1 SP1.

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), 5.0 SP2.1 (build 5.0.561), 5.0SP3 (build 5.0.696), and 5.1 (build 5.1.671).

Build details

Build version: 5.1.801.540 General Availability

Build date: January 19, 2024

Release date: January 19, 2024

Activation and Licensing Requirements

Note: License key for Enterprise product edition has three options: 5.0, 5.1, 5.1 SP1.

5.1 SP1 includes the option to enable Webex notification channel, otherwise is identical to 5.1.

What’s New

Data sources

There is a new adapter for Talkdesk.

Added support for Special Unicode Characters. Settings > Data sources | Setup options | Collection Points: the following text with the dash Unicode "Escalation – 039" will be saved in the UI as "Escalation %u2013 039."

Staging DB - increased the scale of the ReasonCode column in the staging database table AgentActivity to 50 characters.

8x8 adapter: Added Reason Code to Agent Status.

LiveVox Adapter: Added Support for version 19.

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?

Translations

Enhanced localization support and optimized translations for menu items for all supported regions.

Help

Includes new help videos for ASSK, GDPR, translations, and adherence comparison report.

Notification channels

Added Webex notification channel to Settings > Application settings > Administrative settings > Notifications.

Forecasts

Forecast > Published forecast | Show revision history | shows list with last or latest updated at the top.

Schedules

Admin / Super admin View | Schedule > Working schedules > Schedule worksheet > Review events & exceptions | Reinstated Include events from the Published schedule as a default selected option.

Admin View | Schedule > Published schedule | Utility Schedule Reports | Published schedule audit report: added unpublished schedule comment and activities affected.

Reports

Report > Schedule adherence > Device state detail report: added Export report option.

Advanced PTO

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.

Agent View | Plan > Time off worksheet | Upcoming time off module| Waitlist: Changed the label Not eligible to Waitlisted in the Upcoming time off module for requests added to the waitlist.

Agent View | Plan > Time off worksheet | 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.

Agent View | Plan > Time off worksheet: Added YTD accrued hours to the PTO Classification Summary.

What’s Fixed

Grammar corrections and typo fixes.

Data retention

Data Retention | Agent Schedule Transaction Detail Retention Policy | sproc is failing to remove records.

Data Retention | Agent Schedule Transaction Detail Retention Policy | Success entry is being logged in t_data_manager_audit even though sproc is failing.

Data Retention | Edit | 6 Data Retention Policies are not displaying the `Run Now Set Flag Succeeded` when clicking Run Now.

Data sources

8x8 Adapter: Data not returned in UTC 

8X8: Import Historical for a single queue is not working in the 8X8 adapter.

8x8 Historical adapter: Error retrieving historical data for a length of time.

LiveVox adapter - add agentSkillId varchar(255) and interactionType varchar(255) to the LiveVox temp call table t_adapter_call_event_data.

Settings > Data sources | Setup options | Device States | State Mapping | State type & Adherence reports: Adherence report does not honor "Ignore," "Invalid," or "Unknown" state types within the adherence report.

Data targets

Report > Administrative & utility > Data targets: Ampersands in data target SFTP passwords cause part of the password to be cut off when connecting to SFTP sites, as well as getting cut off in the UI when saving a new data target's basic properties.

Admin/Super Admin | Report > Administrative & utility > Data targets: When creating a new data target, Output Option is a required field, however, if the option is left empty no message is displayed & the data target will not save.

Settings

Scheduler View | Global settings & preferences > Minimum role authorized to modify a user's login credentials is set to admin or higher and scheduler should not be able to see admins credential section.

Global settings & preferences > Minimum role authorized to modify a user's login credentials is set to admin or scheduler and when the same level role is trying to update username or credential it is giving "Unauthorized operation attempted " error.

Admin / Super admin view | Settings > Application settings > Global settings & preferences | Options Default Chart Color Palette and Use embossed border and backgrounds on charts do not appear to do anything.

Enterprise Model

Settings > Enterprise Model: UI allows dragging and dropping a parent rollup activity into a child rollup activity, causing a circular reference in t_activity.

Services

Adherence summary

Community System Monitor Service | Schedule Adherence Summary Service: On the published event summary, pending hours are not displayed in the summary by date, week, and year sections.

Community System Monitor Service | Schedule Adherence Summary Service | Data Summary Utility: summarization process stops and error reported after triggering summarization using Data Summary Utility when events are crossing midnight after deleting, adding then editing an event that crosses midnight.

Translations

Numerous corrections to translated text in all languages in menus, reports, and pages.

Settings > Application settings > People settings > Agent RAP reason codes: The items of the list of reasons codes are doubled when viewed in another language & adding new codes are not displaying the correct entered value in non-English.

Notifications

Teams Notification Channel | Schedule | Time Zone: Agent schedule returned on Teams side does not honor agent time zone setting.

Enterprise Edition | Settings > Application settings > Administrative settings > Notifications | Configure event details by channel: "Agent ad hoc messaging" event starting in 5.1 are missing Internal Memos and SMS/Text Messaging although they are enabled.

Passwords and login

Agent view | Properties | Agent Login Properties | Login Id & Admin view | People > Current list > Personal profile > Basic properties | User ID: The labels are not consistent in the admin and agent sides "Login ID" and "User ID."

Forecasts

Forecast > Published forecast: When you adjust the value in revise weekly and monthly total to more than 5-digit value, it is defaulting to 9999 no matter what five or more digit values you enter.

Forecast > Published forecast | Quick forecast: There is no validation between from and through date before clicking the generate button on quick forecast.

Schedules

Schedule > Working schedules | Create new working schedule AND Copy existing working schedule: After creating/copying a working schedule redirecting to the schedule worksheet, the displayed schedule end date is wrong.

Schedule > Working schedules & Schedule templates > Composite schedule: Error reported when attempting to Generate Optimized Schedule and Select Schedule Participant because an agent has circular ref in schedule template.

Admin view | Report > Schedule adherence > Adherence alerts | Custom user groups: After you click the regenerate report button, page is broken.

Admin/Super admin View | Report > Schedule adherence > Daily schedule adherence > Enterprise Model > Agent Details | Adapter states over 50 chars in length cause the Agent Details view to fail to load with error `String or binary data would be truncated`.

ASAP

Admin view / Agent View | Published schedule report | Accepted VTO is not showing on agent's schedule or when you execute the VTO, it is not doing anything when ASAP is created with Yes, execute the plan when participant accepts...

Agent view: ASAP | Increase Available Staff | Extend Scheduled Shifts: When ASAP is open for feedback and after the plan execution, agents are getting same memo multiple times.

Schedule bidding

Admin Views - Schedule Bids | Bid Item Inventory | Import from a Working Schedule | Step 2: Review and Import: Finish button reports an uncaught exception when clicked and seems like it is not doing anything in version 4.4, 5.0 and 5.1 although it does import successfully.

Agent & Admin Views - Schedule Bids | Show Item Details | Item Settings | Current Rank: Option is missing in 5.1 (available in 4.4 and 5.0).

Agent & Admin Views - Schedule Bids | Show Item Details | Item Options | Move Up & Move Down: Options are missing in 5.1 (available in 4.4 and 5.0).

Agent View – Schedule Bid | Preview -Today | Click here to view inventory | Utilities | Remove Likes & Bookmarks: options are missing in 5.1 (available in 5.0).

Admin Views - Schedule Bids | Bid item inventory | Create them by hand | Step 3: Define off-phone periods: Save icon is grayed out although it is active and works (issue in 5.0 & 5.1).

Self-service request

Agent View | Schedule > Self-Service request: Getting "Unable to evaluate" error while validating the schedule performance and event duration rule.

Plan > Self-service validation plans | Member event types | Configure | Schedule Performance Rule | Forecast algorithm selection: Always saved as Skill-Based Forecasting Method no matter what selection the user made.

Agent View | Schedule > Self-Service Request: an agent is able to submit ASSK request for past dates.

Schedule attendance monitor

Admin/Superuser View | Today | Automated Schedule Attendance Monitor | Interval people zoom | Mark people late: The short description field is not validated, and admins are able to put agents in late without putting in a description.

Reports

Admin / Super admin view | Report > Schedule adherence > Schedule adherence history AND Report > Schedule adherence > Daily paid time: A string comparison is used to compare the To and From dates, causing unexpected behavior when validating dates.

Report > Schedule adherence > Schedule adherence history | Supervisor level: Executive Summary exported file has no data.

Report > Published schedule > Published event summary | Summary by date & Summarized by month/year/DOW: 'Percent of total hours' column was miscalculated and over 100% in some cases.

Report > Published Forecast > Staffing Requirements | Forecasted AHT vs Actual AHT: The values are swapped on the chart and the tooltips/legend.

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

Report > Schedule adherence > Schedule adherence comparison | Print table contents: The headers are missing.

Admin/Super admin | Report > Schedule adherence > Schedule adherence comparison: When exporting the adherence comparison report to csv, the headers for the last two columns are merged (with a ").

PTO

Agent/ Admin View | When an agent or admin is requesting a single day request with "Yes, all the dates in the range must be approved together" it is considering the next day while validating and on the report showing 16 hours.

Plan > All things time off > Time off reports | When you submit an all-day request with "Yes all the dates in the range must be approved together," or partial day off (PTO/VTO) with agent with different time zone, it is showing the wrong date and start and end time.

When the agent requests all-day time off and it is denied by supervisor from the summary report or on the pending request report, it wipes out the agent's schedule.

Time Off Requests | Comments & Report > Published schedule > Published event summary: Error reported when attempting to view pending time off requests because Comments field is very long (1206 characters w/ spaces).

Admin/Super admin View | Plan > All things time off > Time off events > Create recurring time off events > Step 3: Choose participants | The All Approved button toggles individual agent's Approved button status instead of setting all to Approved.

Advanced PTO

No validation for the wrong calendar year or transaction date on the working accrual calendar when the PTO policy is created with the basic settings "Do not accrue hours - accrual transactions originate from an external application."

Admin View: Plan > All things time off > PTO Calendars > Working accrual calendars: After an Excel upload when you choose the template, getting error of "Object reference not set to an instance of an object."

Agent view: Calendar Partition/Legacy | Plan > Time off worksheet| request planned partial time off: When requesting overnight time off with the brownout rule, validation is not working. It says everything is passed but request gets denied.

Agent view: Calendar Partition | Plan >Time off worksheet | request planned time off: When requesting time off with the brownout rule, validation is not working. It says everything is passed but request gets denied.

Agent view: Calendar Partition/Legacy | request planned time off: When requesting all-day with "Yes, all the dates in the range must be approved together” with the brownout rule, auto approve service approving more than one request.

Legacy requests should be independent of Calendar partition | Brownout rules. Legacy and calendar partition should be separate. Agents in legacy mode are having requests denied if agents in a calendar partition have already requested the time.

Plan > All things time off > PTO Calendars > Working accrual calendars | Loss of feature or 5.0 functionality: When using Excel import on a working accrual calendar, most of the headers are not mapped like it used to be in 5.0.

Known/Deferred Issues

Known

Agent View | Properties > Devices | The iCal integration URL no longer works in Outlook or Google calendar for OnPrem customer due to Office 365 changes.

Agent and Admin View: Settings > People & agent templates > People > Personal profile > PTO settings for agent, where an accrual added to the very last day of an accrual calendar is not showing up in the classification tile.

Forecast > Published forecast | when you adjust value in revise the daily total, it’s adjusting to the exact numbers we've updated. Note: In a published forecast when you revise the contact volume count it should give exactly what you entered, whereas in the working forecasts when you revise the contact volume count it should not give you the exact count; it spreads volume across the intervals and could round up or round down.

Admin/Super admin View | Report > Schedule adherence > Schedule adherence history | The error Through date must be greater than from date displays regardless of whether the through date is greater than the from date. This does not interfere with running the report.

Deferred

Data sources

Admin/Super admin view | Settings > Data sources > <adapter> > Setup options > Device states: The UI limits device states and state descriptions to 50 chars.

Admin/Super admin View | Altigen Adapter > Connections | Custom query is not editable.

Admin/Super admin View | Asternic adapter > Connections | The first-time connection details are saved, the user-input Transaction Collection Interval, value is ignored and 5 is saved.

ShoreTel & ShoreTel Event Feed Adapters | Switching the data collection queries from custom queries to the default queries causes the custom queries to be removed and the adapter will not save the Use default queries setting.

Settings

Settings > Enterprise Model > Activity hub | Today's contact volume & handle time: In the Enterprise Model if you have an activity that is part of a folder structure that also includes a subfolder, run the contact volume report at the top-level folder showing % of total calls for the activities incorrectly.

Settings > Enterprise Model > Child activities | Physical Site | First day of schedule week | Default: Unable to save the Basic properties after selecting Default although the field is set to Default when the site is added by first setup page.

Settings > Schedule templates > Schedule templates > Composite schedule members: Error report "Input string was not in a correct format" after clicking Refresh.

Forecast

Forecast: Admin View | Forecast > Working forecasts: When we use Excel contact volume/shrinkage percentage/staffing requirements profiles to generate or import data we are getting error or page is breaking.

Schedules

Schedule > Working schedules > Schedule worksheet | Weekly days off report: When agents who have shifts starting at 5am or earlier and they are off on Sunday, "X" is not showing on Sunday on weekly days off report.

PTO

Plan > All things time off > Time off reports | Enterprise Model: When the agent is in (GMT-05:00) Eastern Time (US & Canada) time zone and requesting the time off, when you click on agent's name to edit the time off it is showing the wrong date.

When an agent requests all-day PTO with the selection "No, some of the dates can be approved and some denied" and supervisor approves on published schedule event summary report, it is not removing the underlying schedule.

Plan > All things time off > Time off reports | when agents are in different time zones and submit the planned time off with the dropdown option "Yes all the dates in the range must be approved together" and when you view requests on the Time off report with agent's time zone date is off by one day.

Agent view/admin view | When the admin is making a manual adjustment to the event (e.g., PTO/sick), the hours are not showing up on the YTD tile.

Translations

Translations - Settings > Application settings > People settings > Agent RAP reason codes: Editing existing codes are not displaying the correct text value for non-English users/regions.

Translation | All Regions - Today page | Personalize | Automated Schedule Attendance Monitor & Pending Request Worksheet: Refresh button not translated.

ASAPs

Schedule > ASAP Calendar | Modify Current Schedules | Optimize Off-Phone Events / Edit Scheduled Events | Customize notifications | edit message on any channel | Supported Replacement Tokens section is showing empty.

Schedule > ASAP Calendar | Modify Current Schedules | Optimize Off-Phone Events and Increase Available Staff | Recover Off-Phone Events | Customize notifications | edit message on any channel | text is cut off make it fit to the screen.

Schedule > ASAP Calendar | All ASAPs: preview message is not available for SMS / text messaging.

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Technical Release Notes 5.1GA_20230920

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Overview

Community Version 5.1
This release adds new functionality and addresses several technical issues that apply to Enterprise and Essentials editions.

Community Version 5.1 is a full install that supports installing new clients as well as upgrading directly from Community versions 5.0 (Build 5.0.337), 5.0 (build 5.0.378), 5.0 SP1 (build 5.0.398), 5.0 SP2 (build 5.0.546), 5.0 SP2.1 (build 5.0.561) and 5.0SP3 (build 5.0.696).

Any clients still using 4.x versions will need to upgrade to 5.0 prior to upgrading to 5.1.

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), 5.0 SP2.1 (build 5.0.561) and 5.0SP3 (build 5.0.696).

Installation Files

Included installation packages
Community server installation packages:
• WFMSG.Community.Database.5.1.671.596.Full
• WFMSG.Community.Database.5.1.671.596.3.6.Patch
• WFMSG.Community.5.1.671.596.Full
• WFMSG.CommunityWebApi.5.1.671.596
Build details
Build version: 5.1.671.596 General Availability
Build date: September 11, 2023
Release date: September 12, 2023

Activation and Licensing Requirements

What’s New

Region / Language

With 5.1 there is an option to view CommunityWFM in Spanish for Mexico, Canadian French, and Portuguese for Brazil. An administrator may change the region / language for everyone in the global settings and preferences or at the agent level to see reports, pop-up instructions, buttons, and menu items in the preferred language in the web version and the mobile app.
In places where there is client-entered text, it will not be translated (e.g., Hot News, Survey & Results, etc.).

There is a sync option if changing language setting for multiple agents, and users must log out / log back in to see the new language.

Agent Self-Service Kiosk (ASSK)

The ASSK allows configuring a non-work event so an agent can ASSK to add it to their schedule without intervention from an administrator.

Administrators determine the eligibility of events and configure any applicable business rules, including a Schedule Performance Rule (allowable staffing variance), which run when the agent makes the request. If there are no rules applied, the event is automatically added to the schedule.

Upon request approval, a memo is sent to the supervisor tree.

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.

Data Subject Rights and GDPR

General Data Protection Regulations (GDPR) are statutes governing the use and distribution of personal data for users of a website or application. CommunityWFM 5.1 allows viewing the collected personally identifiable information (PII) and requesting removal, restriction, or correction of PII. There is also an option for agents to 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. There is also an option to select the default data identity masking algorithm:

Note: if electing to mask a user’s data, this is not reversible or recoverable. Once masked, no one, not even the support desk, can retrieve the PII data.

UI

Spelling corrections throughout the application.

Date format for reports and pages is consistent using global date format dd/mon/yyyy (01 Dec 2023).

Licensing and Login

Mobile App ID Char length is same as application user id in both the admin view and agent view – 50 characters.

Agent View | Login | Enhanced the `Restricted login` message for Agents on a RAP that restricts logins.

Supervisor View | Devices | server side: added Devices page to the supervisor view on the web app that includes QR code for mobile app setup.

Services

Forecast: Redesigned the staffing forecast engine to address performance issues generating staffing requirements forecast.

Enable Private Key authentication for SFTP in Data Targets.

Data Sources

New adaptor for Thrio.

New adaptor for Zoom.

Settings > Data sources | Import | Import contact volume from Excel: detects duplicate intervals during validation and check for milliseconds.

Settings > People & agent templates > Data source logins | Export: when you download the csv or xlsx report, modify the name of the report instead of data export and include modified name inside the report header.

Settings > Data sources | Create new | Data source name: Clear the default text once the user starts typing a new name.

Notifications

When an agent deletes a denied, pending, or approved time off request, there is a notification to the supervisor tree.

Today | Memos | Create New Folder / Rename Folder: added Cancel button.

Today > Send a message: changed the character limit for text sent from 'Today > Send a message' to the same limit as text sent from client profile or published scheduled links.

Settings

Breakset Properties set up: In Off-phone interval properties, add “hours” to the early start/late start field (had no indication if it should be in minutes or hours).

Event type settings > Reminders: First field – Reminder length –added that it’s measured in minutes.

Forecast

Forecast > Forecast profiles | Contact Volume | Excel forecast profile data | Step 1: Upload the Excel spreadsheet file: Updated Excel data import example template to have actual values/formats.

Schedules

Support Event Type Names in schedule view intervals.

Support the ability to navigate from published schedule event summary to the published schedule event details reports.

Report > Published schedule > Published event summary: allow the user to jump from the summary report to the actual published schedule detail (sausage screen) for a selected agent and use the summary report’s time range.

Published Schedules, Weekly Schedules, Adherence Schedules, etc.: allow users to filter and focus the schedules on the events type(s) selected within "Event type legend” [Spotlight View].

Agent View | Schedule > Schedules for your supervisor group: Added 'Show options' control to allow users to pick a date range.

Allow users to temporarily disable net-line stats on activity-based schedule and adherence views.

ASAP | Verify and execute the plan | View results: Added 'Export' options for 'View results' report.

Schedules > Working Schedules > Click Any Working Schedule > Select Forecast Data > Click the Forecast name: Report is missing the last day/date specified in the date range.

All Things Time Off

On the request time off form: changed the default selection for "Should all dates in the date range be approved together?" to No, some of the dates can be approved and some denied.

Plan > All things time off > Time off settings > Accrual schedules | Total annual accrual (in hours): Added ability to customize the maximum number of accrued hours used in PTO policy configuration.

Plan > All things time off > Time off events > Create intraday events: When creating an intraday event for multiple people at Step 3 - select people, added a Select All button.

Settings > People & agent templates > Synchronize people: Added agent time off rules source setting to agent sync.

Settings > People & agent templates > Synchronize people| Synchronization templates: added time off rules assignment to sync template.

Agent View | Time off worksheet | request planned time off | Waitlist option is not (and shouldn’t be) available for partial day time off requests.

Plan > All things time off > PTO Calendars > Working accrual calendars: Added “success” message when publishing a working accrual calendar.

Agent view | Plan > Time off Requests > Request planned time off | Agents are misinterpreting the green checkmark as confirmation that the PTO request has been submitted. Added note under green checkmark “Click the Save Request/Finish button to complete your time off request.”

Agent View | Partial day request submission: When the event has the default start and end time with 7.5, and when agent tries to submit the partial day with default hours on the validation screen, it is rounding up to 8 hours.

Reports

Reports > Published Schedule > Published Event Summary |Date picker: added the ability to select a single day.

Administrative & utility > Change audit log | Application: Created an Audit Log regarding changes to AutoApprove Rules and Settings.

Today | Schedule Adherence Monitor | Display data as list: Added a button on the launch section to take user to that specific agent's Adherence Summary report.

Report > Administrative & utility > Change audit log: added audit report that logs agent's activity assignments.

Agent Login | Report > Schedule adherence | Agent: added date validation.

Report > Administrative & utility > Data source logins: added supervisor column.

Enhanced audit trail reporting for changes to Agent Profiles: Report > Administrative & utility > Change audit log: Added audit logs for agent profiles.

Enhanced audit trail reporting for changes to the Enterprise Model.

Settings > People & agent templates > People > Current list: added the ability to export people. And added columns for Login ID, Email, Status, and Supervisor.

Settings > People & agent templates > Data source logins | Export: added the ability to export the reports.

Forecast > Working forecasts| Agent/Activity Cross-training cluster report: added an export feature for this report.

Report > Published schedule | Shrinkage Report: Do not round up the values Discretionary, Non-Discretionary and Total Shrinkage % on the report.

What’s Fixed

UI

Admin/Superuser View | Today > Hot News | Edit | Supervisor tree: the super admin cannot see the list of supervisors and only sees themselves.

Today > Send a message | Support for French Accent/Special Unicode Characters: user is able to type the messages correctly but preview and playback is displayed incorrectly.

When the Password Requirement is set to require strong password, the Generate password button in the agent's profile does not use the strong password criteria when generating the password (neither the criteria nor character minimum).

Forecast

Forecast > Working forecasts > Forecast worksheet | Staffing Requirements | Generate Clusters | Forecast participant list: Generating staffing requirements with forecast participant list gives you very low staffing requirements when using agent activity.

Forecast > working Forecast | open existing one | working forecast SERVICE TARGET REPORT and Working Forecast Shrinkage Percentages: when viewing forecast report with corporate time zone getting a 400 bad request error.

Forecast > published Forecast | SERVICE TARGET REPORT and Shrinkage Percentages | when viewing forecast report with corporate time Zone getting a 400 bad request error.

Forecasts > Working forecasts | when you have the working forecasts staffing requirements filtered by the interval charts only, it is not showing the interval time on the report. Instead, it is showing ~intervalDetailDisplay~

Forecast > Forecast profiles | Set up a new one | The title and description for Static Profile from Special Days is incorrect.

Forecast > Forecast profiles | Create new | on the Step 3 of the Shrinkage Forecast Profile (manual entry method) displays “Forecasted Contacts” and “Average Handle Time” on the legend instead of “Discretionary” (blue) and “Non-Discretionary” (black).

Agent View

Schedule > Schedule transactions | Agent Schedule Transaction Worksheet | Post a Response: error is reported after attempting to post a response using the defaults and without checking "I volunteer..." box.

Memos | Notifications | Published Schedule Change Notification | Recurring Time Off: approved/denied time off request notifications are pointing to old URL for published schedule.

Services

Settings > Application settings > Administrative settings > Services | Auto approve services | When you update the default approval text on basic options and save it, then reopen the auto-approve services basic options, the updated message is not saving.

Data Sources

Settings > Data sources| Import Contact volume from Excel | Review the import log | Contact volume data collection log: call volume data imported from xlsx not logged in the import log.

Schedule Adherence Monitor

Today | Schedule Adherence Monitor | Edit | Participant list type: warning is presented after changing 'Participant list type' when another component is referencing it. User is allowed to save and lots of buttons in home page become unresponsive.

Automated Schedule Attendance Monitor

When you are viewing today's summary and click on pm data and go back on viewing am data, it is showing different date (not today's date).

Today page | ASAM | auto-refresh on ASAM not working or not refreshing.

Settings

Settings > People & agent templates > People > Current list > Personal profile | Profile photos: users are allowed to click 'Upload' without selecting a photo that causes an error: Parameter is not valid.

Settings > People & agent templates > People | Click here to show advanced sort and filter options | Filter by agent name: the filter only works when using lower case agent names.

Settings > People & agent templates > People > Current list > Personal profile > Adherence setup: admins should not be able to edit and save an empty/null for LoginID/DeviceID (required field) for assigned data sources.

People | Login: Community should not allow saving the same User Login ID to multiple agents. Last user saved is only one allowed to login. If the last user inactive, login will fail for it and all the agents with duplicate ID.

Settings > Application settings > People settings > Custom user groups (CUG): members of CUG do not get listed when adding any event if members were not assigned directly to the CUG.

Settings > Application settings > People settings > Ranking profiles > New ranking profile: no validation check and SQL error message is displayed after saving the form without adding a name.

Settings > People & agent templates > People > Personal profile: When creating a new schedule template assignment for an agent, the window remains open after you click Save, and the same template will assign to the agent as many times as you click Save.

Schedules

Schedule > Working schedules > Schedule worksheet | Schedule detail by Date | Export: both xlsx and csv are generated but only has headers and no values.

Plan > Special calendar events | Delete: a second popup message with a number is displayed after the user clicks OK to delete special event.

Plan> Special calendar events: creating working schedule using special event forecast is not working as expected. When the office is closed on special event on working schedule it should show warning message of conflict.

Schedule > Working schedules > Schedule worksheet | Review events & exceptions: when refreshing the report by clicking PC, keep the report on the day you are working.

Schedule > Working schedules > Schedule worksheet | net staffing hours, daily paid time, weekly days off reports under schedule analysis and summary reports: The display is wrong when you generate the report using different time zones. The hours and days are off.

Schedule > Working schedules > Schedule worksheet | Use Agent templates | Manage agent schedules | Create a new intraday event: invalid sa_agent_id error reported after attempting to add an intraday event on agent template schedule.

Schedule > Working schedules > Schedule worksheet: first schedule bar (working schedule) is off by 1 hour, but the second bar (published schedule) is correct.

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

Settings > Schedule templates > Schedule templates: you should not be able to add inactive agents to schedule template assignment.

Schedule> Working Schedule| Review events and exceptions report: If enterprise model first day of the schedule week starts on Sunday and a new working schedule is created & PTO requested on the last day of the working schedule, request is not showing on the report.

Schedule Bids

Schedule > Schedule bids | Bid item inventory: When creating by hand and clicking on the finish button, the page is breaking.

When you assign the schedule bid, there is no close button or finish. It is very easy to click it again (because nothing happened) and end up assigning the same schedule twice to the same agent.

ASAP

Schedule > ASAP Calendar | Increase Available Staff | Extend Scheduled Shifts | When you create ASAP with "Specify a fixed early arrival time." and when you copy the ASAP to another day and view the pop-up message, eligible hours are multiplied.

All things time off

Plan > All things time off > Time off reports | Enterprise Model and Plan > Auto-approve service > Rules > Enterprise model: when an agent requests a partial day off after 6pm, on the event summary report the start and end date was showing previous day date.

Plan > All things time off > Time off settings > PTO policies | Creating new | PTO classification | Configure | Basic settings | when you create a new policy and use the option "Enter a specific number of PTO hours for each participant," the option for generating hours with Community in the working accrual calendar is not available.

Plan > Auto-approve service > Rules > Enterprise model/Supervisor Tree | Brownout Rule/ Minimum Request Interval | Add date validation when you are creating rule.

Agent View | Plan > Time off worksheet | Calendar Partition | Available calendar view: Calendar view of available hours was presenting differently to different agents in the same calendar partition.

Agent view | Plan > Time off worksheet | Calendar Partition | Available time off calendar | Showing the Red color when there are no rules in place.

Agent View | Plan>Time off worksheet | Calendar Partition | Available time off calendar: When viewing available PTO calendar in a calendar partition, if there are no rules in place the Available PTO daily detail now shows maximum available PTO hours based on FTEs.

Supervisor / Admin view: Plan > All things time off > PTO Calendars > Calendar partitions | Bid | Supervisor/admin is not able to override the bid/block validation when agent has committed the hours.

Plan > All things time off > PTO Calendars | Published accrual calendar: When agent requested the time off on the end of the calendar day and used all of their hours, still they are getting rollover accrued hours.

Plan > All things time off > Time off settings > PTO policies | PTO Classifications | Configure | Rollover settings: Need to add validation and not allow users to put null values for 'Hours of PTO eligible for rollover'.

Plan > Time off worksheet | Time off overview | When the agent is in (GMT+12:00) Fiji, Kamchatka, Marshall Islands. and the agent submitting an all day or partial day request, the start and end date is showing wrong dates.

Plan > Auto-approve service > Rules & Plan > All things time off > PTO Calendars > Calendar partitions: "Import from rules applied using legacy Auto-Approve" failing because users are allowed to put in decimal values for brownout rules.

Plan > All things time off > PTO Calendars > Calendar partitions | New PTO Calendar Basic Properties | The `Include accrual transactions` option is limited to 31 days, which prevents including PTO accruals > 31 days old.

Plan > Time off worksheet | Calendar Partition | Bid | create new or importing brownout rule: brownout rule failing to validate when we have number of approved request or by percentage.

Plan > All things time off > PTO Calendars > Calendar partitions > Bid Rounds | when you have a brownout rule with only "1" number of approved requests per day, rules are not validating as expected.

Plan > Time off worksheet | Calendar Partition | Available time off calendar: displaying the wrong colors for available PTO (displayed in red) and unavailable PTO (displayed in green).

Plan > All things time off > PTO Calendars > Published accrual calendar | After publishing the working accrual calendar and when you open published accrual calendar not showing hours or it is showing as zero hours.

Plan > Time off worksheet | Calendar partitions: time off: the calendar eventually times out due to using brownout rules for 249 participants and the full year.

Plan > All things time off > Time off events > Create Intraday Events | Step 3: Choose participants: When creating an Intraday event & choosing participants either from the supervisor tree or manually from the list of people in the organization, the list of agents is not in alphabetical order. The list of agents is in alphabetical order when using any of the other `How do you want to choose your participants?` selections.

Plan > All things time off > Time off settings > PTO policies | create new or open existing one: when you include all people from the enterprise model, the participant pie chart is showing only 99%, looks like it is considering inactive agents as well.

Plan > All things time off > PTO Calendars > Calendar partitions | Add | Rounds | Add New Bid Round | Bid round properties | Date and time to open the bid round: add validation for date fields. User gets 400 error when field is left blank.

Plan > All things time off > PTO Calendars | Working accrual calendars | when you have generated accrual hours using "Community Native Accrual Provider" and if you import the hours from Excel, instead of removing the existing hours and adding the new hours like it says in the warning message, it keeps adding up the hours.

Having issues with the Forfeiting hours for rollover policy. It is forfeiting more hours than the hours specified in the rollover policy.

Plan > All things time off > PTO Calendars > Calendar partitions: It's failing to validate Brownout Rule when the request is configuring to a partial day request.

PTO Event Notifications | Memos | PTO Event Created by Admin: the duration of the PTO event is 00:00 in the memo text body for planned time off requested/created by the admin.

When Agent requests planned all day PTO/LOA, and it approves from the today's page pending request or from All things Time Off report the schedules are not removed from the agent’s schedule plate.

Plan > All things time off > Time off reports | Enterprise Model | Show Event Details: Incomplete error message when you try to delete the events.

Reports

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.

Report > Published schedule > Schedule details | Select a report date: 'Select a report date' does not show the first day that was listed under options. The report shows the schedules for the agents for the first date selected in 'From date'.

Report > Contact volume > Data source | Show options: report gets stuck loading if user clicks on 'Apply options' without selecting a data source.

Report > Published Schedule > Shrinkage Report: The grouped information table is ignoring the Enterprise's configured First day of schedule week when grouping by week.

Plan > All things time off > Time off reports | Enterprise Model: When an agent is approved for an overnight PTO request, the Time off report summary by date is only reporting on the hours prior to midnight.

Report > Schedule adherence > Daily schedule adherence | Agent with no adherence Device ID and No Default Source checked: error 404 reported when going to agent card.

Report > Contact volume > Enterprise model & Settings > Enterprise model > Activity hub Today's contact volume & handle time: Interval Charts are using wrong time zone when using the report option ' Use Corporate time zone'.

Report > Published schedule > Schedule details | After Mar 12, 2023, DST change, the Published schedule displays the start time one hour later although it is displayed correctly in the Schedule Adherence report.

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

Report > Published schedule | Shrinkage Report: Do not round up the values Discretionary, Non-Discretionary and Total Shrinkage % on the report.

Report > Published schedule > Schedule details (printer): After Mar 12, 2023 DST change, the report displays the start time one hour later.

Report > Published schedule > Published event summary & First day of schedule week: 'Summary by event type' and 'Summarize by DOW' is summarizing data for a day earlier when first day of week is set to Sunday.

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.

Report > Published schedule | Shrinkage Report | Denied and Pending PTO Requests are being included in the Shrinkage Report, in the percentages/hours (Non-Discretionary Shrinkage Hours) of shrinkage for the day.

Known/Deferred Issues

Translations

Some areas of the application do not yet have translations for all languages, including some date pickers, adapter/data source connections, pop-ups, and tool tips.

Forecasts

Admin View | Forecast > Working forecasts: When we use Excel contact volume/Shrinkage Percentage/Staffing requirements profiles to generate or import data, we are getting error or page is breaking.

Forecast > Published forecast | Quick forecast | there is no validation between from and through date before clicking on generate button on quick forecast.

Agent view

Agent View | Properties | Agent Login Properties | Mobile application username: users are able to login to the Community web app using the mobile username in the admin-login.aspx page.

Agent View - Today | Weekly Schedule | Show Options | Show this report in full-screen view: ">" should not be visible since agent does not have access to agent card.

Login

Community Everywhere | Agents are able to log on to the mobile app using either the Web login ID or the Mobile login ID.

Agent View | Properties | Agent Login Properties | Login Id & Admin view | People > Current list > Personal profile > Basic properties | User ID: the labels are not consistent in the admin and agent sides "Login Id" and "User ID".

Settings

Settings > People & agent templates > People | Import from Excel | Duplicate mobile login ID: import validation is not checking for duplicate mobile ID when used as web login ID and allows user to import.

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.

Settings > People & agent templates > Agent templates | Copy this agent template: the copied agent template does not copy the original 'Schedule template', It just defaults to the subfolder.

Admin/Superuser View | Settings > People & agent templates > People > Current list > Personal profile > User Login Credentials | Unable to change an agent's Login ID without also setting/resetting/changing the user's password.

Admin/Superuser View | Settings > Enterprise model > Activity calendar | Special calendar events are not displaying on an activity's calendar.

Admin/Superuser View | Settings > Enterprise model > Enterprise properties | Community Enterprise Model | Forecast defaults | The "Please fill out this field" tool tip does not display until the "Service metric type" dropdown selection is changed.

Settings > Application settings > Administrative settings > Notifications: there is no memo settings for ' Time off request updated'.

Notifications

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.

Plan > All things time off > Time off reports | enterprise Model | when the agent is in (GMT-05:00) Eastern Time (US & Canada) time zone and requested the time off, when you click on agent's name to edit the time off the date is showing wrong.

Auto approve

Auto approve rules | When we have the brownout rule with 1 for number of approved requests and the auto approve services setting is set to UTC, multiple requests are approving on the same day.

Auto Approve Service | Changes to the Auto Approve Service in the CommunityWeb UI do not take effect until the Windows service is restarted.

Schedules, ASAPs, ASAM, and schedule adherence

Schedule adherence > Daily schedule adherence: Schedule start time is off when selecting time zone that does not honor DST.

Schedule > ASAP Calendar | Modify Current Schedule | Optimize Off-phone Events: page times out after 5 minutes after executing the plan but it finishes in the background.

Schedules | Event type legend | Filter/focus: when the user updates the schedule by either changing the report options or clicking on PC, the event selections are maintained, but no focus until a change is made to the legend.

Schedule > Working Schedule | Create New | When you generate optimized schedule with enterprise model and sites have different time zone other than central, scheduled hours are way less and it is way off from the working habit hours.

Admin/Superadmin View | Schedule > ASAP Calendar | Create a Plan a Meeting ASAP | There is a missing space in the text when choosing meeting participants.

Admin/Superuser View | Today |Automated Schedule Attendance Monitor | Interval people zoom | Mark people late: the short description field is not validated and admins are able to put agents in late without putting description.

All Things Time Off

When an agent requests all day PTO time off with the selection "No, some of the dates can be approved and some denied" and supervisor approves on published schedule event summary report, it is not removing the underlying schedule.

Agent View: Plan > Time Off Requests: when we are entering the details and click on tab, it is not highlighting the fields.

Plan > Self-service validation plans | create new or open existing one | when you open basic properties the date icon is not aligned.

Admin/Super Admin View | Plan > All things time off > Time off events > Create Intraday Events | Step 3: Choose participants | Sort order is confusing when creating an Intraday event & manually choosing participants.

Plan > All things time off > PTO Calendars > Working accrual calendars | Loss of feature or 5.0 functionality | When using Excel import on working calendar, most of the headers are not mapped like it used to on 5.0.

Admin/Superadmin View | Plan > All things time off > Time off events > Create recurring time off events > Step 3: Choose participants | The `All Approved` button toggles individual agent's Approved button status instead of setting all to Approved.

Reports

Report > Schedule adherence > Schedule adherence history | Supervisor level: Executive Summary exported file has no data.

Report > Schedule adherence > Schedule Adherence Summary, Schedule Adherence History and Daily Schedule Adherence/agent card: Total adherence percentage variance discrepancy between summary report and historical report/agent card when agent work extra time outside their schedule.

Cross-training and Cluster Report - Activity Assignments - People Photos: the image displayed in the tiles are not maintaining aspect ratio.

Report > Intraday analysis | Large Tiles | Intraday performance monitor | Description: styling issue with descriptions.

Report > Schedule adherence > Device state detail report | Agent State Transaction Report |DST: report is adjusting start and end times when the DST is changed in db (UTC) rather than user time zone.

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.

Admin/Superadmin View | Report > Schedule adherence > Schedule adherence history: The error `Through date must be greater than from date` displays regardless of whether the through date is > the from date.

Report > Schedule adherence > Schedule adherence comparison | Print table contents: the headers are missing.

Report > Schedule adherence > Schedule adherence comparison | Chart: should remove the chart if the user clicks on the chart a second time.

Admin/Superadmin | Report > Schedule adherence > Schedule adherence comparison | When exporting the adherence comparison report to csv, the headers for the last two columns are merged (with a ").

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