March

Product features and enhancements

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

QM and Call Recording

Reconcile open-ended call detail records (March 14): Customers can now configure call detail records (CDRs) to specify that the second leg of transferred calls does not provide an end time. This configuration allows Workforce Optimization to reconcile those calls.

Print or save evaluations as PDFs (March 7): The Media Player’s Evaluation panel now includes a Print option that opens your browser’s print function. From here, you can print an evaluation or save it as a PDF.

WFM

Search Schedules by part of employee ID (March 24, v. 2303.23.21): On the Schedules page, you can now search for an agent’s schedule by part of their ID. Searches return up to 500 results. The filters on the Schedules page let you further narrow the search results if needed.

Edit shift category in bulk (March 24, v. 2303.23.21): On the Schedules page, you can now edit shift categories for multiple agents at once.

Better view of overnight shifts (March 16, v. 2303.14.26): The Schedules page now shows shifts in a 36-hour range. If shifts cannot be displayed fully, an indicator appears on shifts that start on the previous day or end on the following day.

Remove agents’ location (March 8, v. 2303.6.10): On the Schedules page, you can now set agents’ location to None for specific dates.

Resolved issues

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

March 31 (WFM v. 2303.29.12)

Issue	Component	Subcomponent	Issue Description
168398	WFM	API	Historical APIs were not available in WFM version 8.2303.23.21.
168416	WFM	Requests	The next-month arrow in the View Allowance window was not visible to users whose culture setting was Portuguese (Portugal).

March 28 (build 1090)

There are no resolved issues in this release.

March 24 (WFM v. 2303.23.21)

Issue	Component	Subcomponent	Issue Description
167379	WFM	Meetings	The “Add meeting” and “Edit meeting” options were not appearing on the Schedules page for users who had the “Global functions > Modify schedule,” “Web > Meetings,” and “Web > Schedules” permissions.
165159	WFM	Meetings	If a meeting administrator’s start date as listed in People was before the first date in an agent’s current person period, the administrator could not see meetings with that agent.
164214	WFM	Schedules	The “Select sites / teams / skills” field was slow to produce search results for one customer that had thousands of groups.

March 21 (build 1089)

There are no resolved issues in this release.

March 16 (WFM v. 2303.14.26)

Issue	Component	Subcomponent	Issue Description
160068	WFM	Meetings	If a user moved a second or subsequent meeting in a series to before the start of the series via the “Edit this and following” function and then deleted the series, the meetings would still appear on the agent’s schedule and could not be deleted.
164601	WFM	Schedules	Overtime was not appearing at the end of cross-midnight shifts.
164175	WFM	Windows Client	The Schedules module would sometimes erroneously report that a rule for the minimum number of agents was broken.

March 14 (build 1084)

Issue	Component	Subcomponent	Issue Description
164584	Data Management	Password Reset	If users clicked Forgot Password on the Data Management login screen, they would see the error message, “Failed to send email, please try again later.”

March 8 (WFM v. 2303.6.10)

Issue	Component	Subcomponent	Issue Description
163917	WFM	MyTime	Overtime requests from agents with split shifts were being automatically denied as breaking the minimum continuous lunch time requirement.

March 7 (build 1083)

There are no resolved issues in this release.

March 3 (WFM v. 2302.28.2)

Issue	Component	Subcomponent	Issue Description
160339	WFM	General	The transition tool was not transferring historical queue data from Classic WFM to New WFM.
156997	WFM	Meetings	Schedulers could not edit or delete meetings from agent schedules if a change to the Philippines time zone caused the meetings to fall outside agents’ shifts.
164298	WFM	Schedules	If a user who did not have permission to access the Teams page exported schedules using the Schedules page, the exported file did not contain any data.