Release Notes

ManualsBrandsCisco ManualsCollaboration EndpointsCisco Unified Workforce Optimization Adv Quality Management 9.0(1)

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Release Notes for Cisco Workforce

Management 8.2(2)

Revised: May 13, 2009

Contents

These release notes discuss the following topics:

• Introduction, page 1

• WFM Maintenance Release Installation Planning, page 2

• Installation, page 3

• Uninstallation, page 4

• Restore the Previous Release, page 4

• Limitations and Workarounds, page 5

• Open Caveats, page 5

• Resolved Caveats, page 6

• Documentation Updates, page 7

• Obtaining Documentation, Obtaining Support, and Security Guidelines, page 20

• Documentation Feedback, page 20

Introduction

This document describes changes and caveats for Cisco Workforce Management (WFM) 8.2(2).

This document is a supplement to the Release Notes for Workforce Management 8.2(1) for Cisco Unified

Workforce Optimization available at:

http://www.cisco.com/en/US/products/ps8293/prod_release_notes_list.html

Use these release notes in conjunction with the above release notes.

Summary of content (20 pages)

PAGE 1
Release Notes for Cisco Workforce Management 8.
PAGE 2
WFM Maintenance Release Installation Planning About Release 8.2(2) WFM 8.2(2) is a maintenance release built on WFM 8.2(1). It includes the following fixes and enhancements: • Support for Cisco Unified Contact Center Express 7.
PAGE 3
Installation Step 1 Schedule a maintenance period for installation. Because WFM maintenance release installation requires bringing down a WFM system, schedule maintenance release installation for a maintenance period when your WFM system is out of production. Step 2 Back up your SQL Server WFM 8.2(1) or 8.2(1) SR1 database using SQL Server backup tools. Note Step 3 Uninstall the base release on the WFM server. See “Uninstallation” for instructions. Note Step 4 Do not remove the SQL Server WFM 8.
PAGE 4
Uninstallation Step 1 Log into the WFM server as the local machine administrator. Note Step 2 Download the setup.exe from the WFM 8.2(2) CD to a directory on the WFM server and run setup.exe. Note Step 3 You can log into the WFM server remotely using Virtual Network Computing (VNC) software. See the documentation that came with your VNC software for instructions on establishing a remote connection to another machine. The setup.exe automatically stops the WFM services.
PAGE 5
Limitations and Workarounds Limitations and Workarounds Column sorting does not work after a manual refresh in Adherence Problem: When WFM first displays the Adherence pane, the columns can be sorted. When you refresh the Adherence pane, column sorting no longer works on the Adherence pane. Solution: Exit the Adherence pane and return to the Adherence pane. When you return to Adherence pane, sort the columns before manually refreshing the pane.
PAGE 6
Resolved Caveats Resolved Caveats The following issues have been resolved in WFM 8.2(2). Note You can view more information and track individual WFM defects using the Cisco Bug Toolkit located at: http://www.cisco.com/support/bugtools/Bug_root.html Table 2 CDETS Number Caveats resolved in release 8.2(2) Severity Headline CSCso67663 2 Number of calls received and handled in WFM variation from UCCX.
PAGE 7
Documentation Updates Documentation Updates This section provides documentation changes that were unavailable when the Workforce Management for Cisco Unified Workforce Optimization release 8.2 documentation suite was released. The following table lists the documents that are affected, the page(s) of the document on which the change appears, and the revision date.
PAGE 8
Documentation Updates Table 4 ACD Verified configurations PBX Unified CCX 6.0 Unified CM 4.3 Unified CCX 7.0 Unified CM 7.0 Verifying Prerequisites The following note was omitted from page 28 of the Workforce Management Installation Guide. Note If you plan to use Active Directory to manage WFM user accounts, the WFM server must be part of the Active Directory domain. The following information from page 28 of Workforce Management Installation Guide needs clarification.
PAGE 9
Documentation Updates The statement should read as follows. Minimum Delay Enter the minimum delay using the HH:MM format. The minimum delay is the minimum amount of time that must elapse between the shift arrival time and the start of the work condition activity. Maximum Delay Enter the maximum delay in hours and minutes using the HH:MM format. The maximum delay is the maximum amount of time that must elapse between the shift arrival time and the start of the work condition activity.
PAGE 10
Documentation Updates Handling Email Received During Business Hours WFM provides the following options for processing email contacts received during business hours. • Linearly — If you choose this option, WFM divides all email received during business hours by the number of intervals in a work shift to determine the number of email handled during each half hour. • No Deferring — If you choose this option, agents must handle all email received during the half hour when they are received.
PAGE 11
Documentation Updates During the first half hour (Figure 1) the agents process the 200 email received after business hours for the previous day and 40 additional email for a total of 240 email. The CCC receives and handles 60 email in the second half hour, 80 email in the third half hour and 120 email in the fourth half hour.
PAGE 12
Documentation Updates business hours during the first half hour and divides the number of email handled for each remaining half hour by 50%, until the last half hour. During the last half hour, the agents are expected to complete the remaining email. During the first half hour (Figure 3) the agents process 100 email received after business hours for the previous day and 40 additional email for a total of 140 email.
PAGE 13
Documentation Updates During the first half hour (Figure 5) the agents process 100 email received after business hours for the previous day and 20 additional email for a total of 120 email. The agents continue to handle 50% of email received after business hours during each remaining half hour. The agents also handle all 50% of email received during each half hour. During the last half hour in the work shift, the agents complete the remaining email.
PAGE 14
Documentation Updates Use this procedure to generate an email forecast without trends. You must generate a distribution before you generate a forecast. See “Generating a Call Distribution” on page 138 of the Administrator User Guide for more information on creating a distribution. Note Use this procedure if you do not have 12 to 15 months of historical data in WFM. Since historical data for email must be manually entered, it is assumed you have less than 12 months of historical data.
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Documentation Updates Figure 8 Note Specify the same start and end dates for the reference period you used when you created the distribution scenario. Step 8 To adjust average handling time, click Additional Parameters to display more parameters (Figure 8) and select one of the following options: • Distribution Call Handling Times — If you changed the email handling time when you created the distribution, WFM uses the modified email handling time when generating the forecast.
PAGE 16
Documentation Updates The Period column displays the schedule period in half hour intervals. Figure 9 Step 12 Staffing levels calculation Enter the percentage of emails that must be answered within the time frame specified in the Service % field to match the service level objectives in your organization. The Service % is 100% by default. For example, if you change 100% to 90% in the first period 00:00, all subsequent periods are changed to 90%.
PAGE 17
Documentation Updates • Non-Linearly — If you choose this option, WFM schedules the agents to handle 50% of the email received during the first half hour and divides the number of email handled for each remaining half hour by 50%, until the last half hour in the work shift. During the last half hour in the work shift, the agents are expected to complete the remaining email. See "Handling Email Options" on page 9 for more information on these options.
PAGE 18
Documentation Updates WFM launches the email forecast request on the server. The status of the email forecast request appears on the Server Request List. See "Managing Requests to the Server" on page 396 for more information. Displaying Historical Call Data The following note was omitted from page 244 of the Workforce Management Administrator User Guide. Note WFM does not automatically capture calls that last over 1 hour, 44 minutes, and 59 seconds.
PAGE 19
Documentation Updates To schedule agents to respond to email: 1. Create a CSQ mapping for responding to email (see “Creating a CSQ Mapping” on page 47 for instructions). 2. Create a CSQ with a CSQ Type of Email (see “Creating a CSQ” on page 53 for instructions). Note You can create a CSQ for each type of email you want your agents to handle (for example, sales or IT help desk email). 3. Assign the CSQ to a CSQ mapping (see “Assigning CSQs to CSQ Mapping” on page 51 for instructions). 4.
PAGE 20
Obtaining Documentation, Obtaining Support, and Security Guidelines 6. Generate a forecast for the CSQ using reference dates for which you have historical data (see “Generating a Forecast with Trends” on page 151 or “Generating a Forecast without Trends” on page 156 for instructions). 7. Create work shifts for the agents to handle chat (see “Creating a Work Shift” on page 103 for instructions). 8. Assign the work shift to a agent (see “Assigning Work Shifts” on page 120 for instructions). 9.