March

Here’s what happened in Workforce Optimization in March 2021.

Product features and enhancements

We added these new features and enhancements to Workforce Optimization in March 2021.

Suite-Wide/Platform

Call Recording and QM

Enhanced WebSocket reconnect logic (March 30): We’ve reduced the time to wait before retrying when Smart Desktop has WebSocket connection problems.

Smarter handling of duplicate device names (March 16): If multiple devices in the same signaling group have the same name, Workforce Optimization now logs the issue and configures only one of the devices.

Hold information added to bulk contact export (March 16): The bulk contact export CSV file now contains these fields: Total Hold Duration, Hold Events, Max Hold Duration, Min Hold Duration, Average Hold Duration, and % of Hold.

Data Explorer

Last formula function (March 30): Users working with list values can now access the last element of a list via the formula function.

Tail formula function (March 23): Users working with list values can now access the tail of a list via the formula function.

Greater message broker resources (March 9): We’ve increased our message broker’s memory resources, improving product stability.

Resolved issues

These tables list the issues that we fixed in each release in March. The most recent release is first.

March 30 (build 912)

Issue	Component	Subcomponent	Issue Description
23432 / PREP-7118	Data Explorer	Engine	If a report involved more than one grouping which required a to-multiple expansion, Workforce Optimization would not handle either grouping. Now it will handle the grouping with the simplest binding. Values for the other groupings may still be populated if the grouping subjects are related. Also, if grouping and filtering on the same subject (involving a to-multiple expansion), extra groupings were appearing in the output. Now, only the filtered subject instances should appear.
SAAS-65787	QM	Contacts	If a customer used the “Display contacts in user’s time zone” setting, the Specific Date filter and the Today and Yesterday criteria for the Date Range filter would still display contacts using the tenant time zone.

March 23 (build 910)

Issue	Component	Subcomponent	Issue Description
18251	QM	Recording Capture	Fixed a logging issue that could cause the CPU to spike on a voice record server.
SAAS-65713	QM	Smart Desktop Record Service	Made a change that allows screen recording chunks (that were damaged by a prior bug) to be processed.

Known caveat

Component	Issue Description
Data Explorer with New WFM	Using an external login person bridge returns incorrect results when adding additional subjects to groupings. When adding a report for Agent Talk Time plus ACW and using person filter/grouping, inconsistencies are observed: No filter group by team No filter group by team and person Group by team and person and filter on team

March 16 (build 903)

Issue	Component	Subcomponent	Issue Description
PREP-6880	Data Explorer	Engine	The dashboard member picker would not function correctly if items in the pick list contained both single and double quotation marks.
PREP-7221	Data Explorer	Front End	The data tooltip was not appearing on tables or charts for numbers 1,000 and greater.
PREP-7229	Data Explorer	Front End	Languages with a region specified (for example, Canadian French) were defaulting to English in the UI.
PREP-7059	Data Explorer	Front End	If a user clicked a report on the Sentiment Analysis dashboard, the report would not load.

March 9 (build 901)

Issue	Component	Subcomponent	Issue Description
SAAS-53318	Analytics	Desktop Analytics	On the Desktop Manager page, if a user used the Shift key to select multiple apps or websites and then changed the status for all the selected items, items that were not selected would also change.
SAAS-65938	QM	Server-Based Recording Service	Fixed a problem with a proxy service.

March 2 (build 900)

Issue	Component	Subcomponent	Issue Description
SAAS-65718	QM	Evaluations	Users were receiving Evaluation Audit notifications for evaluations they did not complete.