December

Product features and enhancements

We added these new features and enhancements to Workforce Optimization in December 2024.

Platform/Suite-Wide

In-product onboarding tours (December 19): All Workforce Optimization users now have access to TIP, a learning assistant that provides tailored onboarding content. Access these tours by clicking the blue star in the bottom-right corner of select pages. TIP is available on the following pages: Agent Explorer, Interactions, MyTime Weekly Schedule, MyTime Team Schedule, MyTime Requests, MyTime MyReport, Schedules, Requests, and Adherence.

SFTP Server removed from External Storage page (December 17): To align with supported storage options, we have removed the SFTP storage option from the External Storage page. All configurations using SFTP Servers for external storage, including QM archive settings and bulk contact export data, have been removed. Execution data relying on SFTP server storage locations has also been removed.

Version number restored to the Login Page (December 10): The version number is back on the Login page. Nothing will be displayed in the bottom right after logging in.

QM

Feature flag enabled for Social Contacts Channel (December 10): Channel field is now available on the Interactions page and channel classifier on Contact Goal Administration page.

External ID for external storage role assumption (December 3): Customers who use Amazon S3 external storage can now generate new external IDs with the new Use AWS IAM Role Assumption check box on the External Storage page. Once a new external ID is generated, the old ID is no longer used, and the customer must configure the AWS role’s trust policy to use the new ID.

WFM

Absence Request based on time for rolling periods (December 17, v. 2412.11.15): When processing rolling Absences Requests, can now consider the Workflow Control Set's UTC time instead of the agent's time zone. This is valuable for agents who are located in different time zones but still work in the same planning group. Let's say the customer has two agent groups: one working in UTC+8 and another in UTC-6. Previously, the first group could always request the last day in the rolling period before the second group. This occurred because the reference point was the agent's time zone—in this case, midnight UTC+8 for the first group. By configuring a single time reference in UTC, all incoming absence requests will roll based on that time, ensuring a fairer request approval process.

Resolved issues

This table lists the issues that we fixed in each release in December. The most recent release is first.

December 17 (WFM v. 2412.16.18)

Issue	Component	Subcomponent	Issue Description
935169	WFM	Meetings	An analyst was unable to move an instance of a recurring series to an earlier date.

December 17 (Build 1252)

Behind-the-scenes tweaks and fixes.

December 13 (WFM v. 2412.11.15)

Issue	Component	Subcomponent	Issue Description
936644	WFM	Schedules	Unable to view agents in the week view of web schedules in some cases.
938498	WFM	Schedules	Schedules module>Day View>Prior selected absence type is no longer showing when selecting another agent to update.
929829	WFM	MyTime	For some UTC+ time zones, an Absence remains in the schedule even after canceling it. This issue occurs when the absence is canceled on the same day it is scheduled for.
938037	WFM	Schedules	Confidential absences showing in the schedules drop-down.

December 10 (Build 1248)

Issue	Component	Subcomponent	Issue Description
934093	QM	Screen Recordings	(Cisco CJP Integrations) For an agent, screen recordings were missing intermittently because the shutdown was canceled after the Record Server tried to restart the Record Process before the shutdown was fully done or canceled.

December 3 (Build 1244)

Issue	Component	Subcomponent	Issue Description
935420	Analytics	Transcription	For one customer, transcriptions that were created before October 30 were not available, and ad-hoc tasks created to recapture the transcripts were stuck in the Started state.
910045	QM	Screen Recordings	If an agent’s computer went to sleep as the agent logged out, the agent’s screen recordings were stuck in the Pending state.