June

Product features and enhancements

We added these new features and enhancements to Workforce Optimization in June 2023.

QM and Call Recording

Updated “Select Language” drop-down list (June 13): We have updated the “English (UK)” option under the Select Language drop-down to “English (UK & AUS).” Selecting this option changes the date format on the Recordings page (including all date filters) to DD/MM/YYYY. It does not change the text to British or Australian spelling.

WFM

Warning if extending an activity via drag and drop overlaps a non-overwritable activity (June 29, v. 2306.27.7): If a user covers a non-overwritable activity when they try to use drag and drop to extend an activity, a warning message now appears, allowing them to cancel the action.

Collect Webex CCE and UCCE queue statistics at the precision queue or skill group level (June 26): (Cisco CCE and UCCE integrations) Customers who have configured their routing strategy at the queue level (precision queue or skill group) rather than the call level can now base their forecast workloads on WFM queues collected from call types, precision queues, or skill groups. Note that this is not the default integration behavior and might impact performance for large customers.

Twilio Flex RTA displays voice channel activities (June 12): (Twilio Flex integrations) The real-time feed from Twilio Flex now shows more specific information for voice channel states. Examples include Voice-on a call, Voice-wrap up, Voice-on a call-Outbound, and Voice-Available-Outbound. The rest of the channels (chat, email, etc.) still display only the state “busy.”

Analytics

Speech-to-text tasks automatically include all phrases and phrase categories (June 22): All your active transcription tasks now include all of your active phrases and phrase categories. These tasks update automatically whenever you create new phrases or categories. With this update, we have removed the Phrase Categories section on the Task Manager > Create Task > Speech to Text (Transcription) page and have updated all active transcription tasks. No action from you is needed.

More accurate predictive scores (June 15): We have transitioned all phrase hits to be based on transcriptions rather than phonetics. Because transcriptions are more accurate than phonetics, your predictive evaluation scores and predictive net promoter scores will gradually become more accurate over time as the machine learning model that generates predicted scores adapts with more accurate data.

Resolved issues

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

June 29 (WFM v. 2306.27.7)

Issue	Component	Subcomponent	Issue Description
170507	WFM	Requests	If an agent whose shift was shorter than the customer’s default shift length requested a full-day absence, the request would be denied even if the agent had enough hours available.

June 27 (build 1106)

Issue	Component	Subcomponent	Issue Description
179289	Data Explorer and Data Management	Measures	In some cases, adding a WFM measure to a report made the data for measures already in the report become null.

June 26 (WFM v. 2306.20.5)

Issue	Component	Subcomponent	Issue Description
179580	WFM	Meetings	Users were seeing the error message, “Failed to call meetings API” in some cases when attempting to use filters on the Calendar tab on the Meetings page.
177152	WFM	Windows Client	Users were occasionally seeing the error message, “The week does not have the stipulated weekly rest” for schedules that were configured correctly.

June 20 (build 1105)

Issue	Component	Subcomponent	Issue Description
177428	Platform	Teams	The “Select a Team” drop-down list was empty for users who had scope over teams but did not have any of the following permissions: Administer WFM, Administer Schedules, Administer ACD Configuration, Configure Telephony Groups. This fix removes the dependence on these four permissions.
171817	QM	Media Player	Descriptions for evaluation questions that were over four lines of text were cut off for users in Chrome.

June 19 (WFM v. 2306.12.5)

Issue	Component	Subcomponent	Issue Description
177386	WFM	Analytics	Users with non-standard collations were seeing the error message, “Cannot resolve the collation conflict between ‘Latin1_General_CI_AS’ and ‘[another language]_CI_AS’ in the equal to operation” when attempting to run the ETL permission after upgrading from a previous version of WFM.

June 13 (build 1104)

Issue	Component	Subcomponent	Issue Description
170481	QM	Permissions	Users who had the View Bulk Contact Export permission were not able to see bulk exports on the Bulk Contact Export Audit page if they did not also have the View QM Reports permission. This fix removes the dependence on the View QM Reports permission.

June 9 (WFM v. 2306.8.15)

Issue	Component	Subcomponent	Issue Description
171277	WFM	Schedules	Keyboard shortcuts were not working consistently for users on Macs.

June 6 (build 1102)

Issue	Component	Subcomponent	Issue Description
176039	Platform	Notifications	If a user selected one of the options in the Summary section on the Notifications page, they would see this error message when attempting to save: “Error saving notification group config: Error saving Notification.”