November

Product features and enhancements

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

WFM

Smarter Schedule Audit Trail report (November 21, v. 2311.20.4): The Schedule Audit Trail report now includes all agents that were employed within the report’s date range. Previously, the report excluded agents who had a leaving date within its date range.

Analytics

Classic Task Manager page retired (November 18): The new Task Manager page has now fully replaced the classic Task Manager page. The new page is faster and more efficient and features a clean, updated interface.

Phonetics analytics retired (November 1): As part of ongoing improvements to Analytics, we have retired phonetics analytics from cloud deployments. This means that we have disabled all phonetics analytics tasks and removed the ability to create new ones. Phonetics phrase hits still appear in the media player but will be removed in a future update. Historical reporting on phonetics phrase hits will still be available in Data Explorer based on each customer’s data retention settings. We encourage all customers to use speech-to-text transcription to create written records of audio contacts.

Data Explorer and Data Management

Updated mapping for WFM adherence measures (November 28): The following measures now map to Person Code instead of Person ID: Late for Work (hh:mm:ss), Late for Work Count, In Adherence (hh:mm:ss) - Daily, In Neutral Adherence (hh:mm:ss) - Daily, Time in Shift (hh:mm:ss), and Out of Adherence (hh:mm:ss) - Daily.

NOTE   This update has not been released to customers in Provider’s Singapore realm.

Resolved issues

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

November 28 (build 1138)

Issue	Component	Subcomponent	Issue Description
194175	QM	Bulk Contact Export	Scheduled bulk contact exports were not exporting large recording files.
176350	QM	Recordings	Recordings would disappear from the Recordings page if a user attempted to sort by the Reason column.

November 21 (WFM v. 2311.20.4)

Issue	Component	Subcomponent	Issue Description
194313	WFM	Meetings	If a user moved the start date of a recurring meeting series to be later than the end date, the meeting series would appear in an incorrect state.

November 18 (build 1137)

Behind-the-scenes tweaks and fixes.

November 14 (WFM v. 2311.14.1)

Behind-the-scenes tweaks and fixes.

November 8 (WFM v. 2311.7.9)

Issue	Component	Subcomponent	Issue Description
194813	WFM	MyTime	The meeting details window was not appearing in the mobile app’s day view.
195528	WFM	Windows Client	In some cases, forecast imports were failing.
189129	WFM	Windows Client	The Schedules module was erroneously showing the error message, “Person [Name] has no contract defined for the current date [date]” for dates after an agent’s last day of employment.

November 7 (build 1135)

Behind-the-scenes tweaks and fixes.