Release Notes

Release Notes for Cisco Workforce Management 8.2(2)
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. If you want
long calls included in the WFM database, you must manually capture the historical call data for that day.
See “Capturing Historical Call Data” in the Workforce Management Installation Guide for Cisco Unified
Workforce Optimization.
Displaying the Request Details
The following statement is incorrect on page 285 in the Workforce Management Administrator User
Guide.
• 0 - Ended Abnormally — This status indicates the request failed.
The statement should read as follows.
• 9 - Ended Abnormally — This status indicates the request failed. This error occurs when a
prerequisite is missing. For example: No forecast for the schedule launched. The reason for the
failure appears on the Server Request Details pane. For more details, click the ID number in the ID
column.
Displaying Compilation Requests
The following statement is incorrect on page 288 in the Workforce Management Administrator User
Guide.
• 0 - Ended Abnormally — This status indicates the request failed.
The statement should read as follows.
• 9 - Ended Abnormally — This status indicates the request failed. This error occurs when a
prerequisite is missing. For example, no forecast for the schedule launched. The reason for the
failure appears on the Compilation Request Details pane. For more details, click the number in the
Number column.
Scheduling Multimedia Activities
The following information replaces the text on pages 295-299.
Introduction
This chapter explains how to schedule agents to support email and chat services.
Scheduling Agents to Respond to Email
You can create a CSQ mapping for responding to email. Then create a CSQ with the CSQ Type of email.
After you create this CSQ, you can assign agents to the CSQ mapping and schedule agents to respond to
email.