Workforce Management Release Notes

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Not all releases or changes listed below may pertain to your deployment. Check the table below to see which releases apply to you.

The Release table lists the initial availability date for each release and the deployment environments for which a release is made available. Except when otherwise stated in the description for a specific release, each release includes all of the features and resolved issues that were introduced on earlier dates, regardless of the deployment environment. The features and resolved issues that apply only to a specific deployment environment are noted as such.
First availabilityReleased forHighlightsRelease number
April 27, 2022
AWS.png Azure.png
Health status monitoring.
April 05, 2022
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Resolved issues.
March 28, 2022
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Resolved issues.
February 09, 2022
Multi-language support.
January 26, 2022
Resolved an issue with supervisor notifications.
January 04, 2022
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Dual-role agents can now view adherence information and build schedules.
December 13, 2021
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Dynamic construction of Auth redirect URLs.
November 15, 2021
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Support for dual-role assignments.
November 01, 2021
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New data retention values when purging the ETL database.

April 27, 2022 AWS.png Azure.png

What's New

  • For Azure: A new System Information view is added to the main menu of the New UI for Supervisors in WFM Web. This view provides the ability to monitor the health status of the overall WFM service by displaying information about each application in the system, such as the application name, version, current status, status of the main services, and time of the last update.
    Some configuration is required to enable this feature. Contact your Genesys Account Representative for more information.


Resolved Issues

  • The Edit Multiple dialog no longer displays duplicate Exceptions rows for agents. Previously, in the new Edit Multiple dialog within a Schedule Scenario (for a particular team), Exceptions rows were incorrectly duplicated for some agents. (WFM-35304)

April 05, 2022 AWS.png Azure.png

Resolved Issues

  • WFM Web for Supervisor sessions will now time out after 15 minutes of inactivity. Previously, WFM kept sessions active indefinitely.
    If you want to set a different value for the inactivity timeout, contact your Genesys Account Representative.


  • Messages are now displayed correctly. Previously, unexpected characters appeared in the message text instead of a break to indicate the start of a new paragraph. (WFM-35291)

  • When a user is creating a new schedule, WFM now displays the correct number of calendar days if the user selects the last day in a month (for example, day 31) and then changes the view to a different month that has fewer days. Previously, in this scenario, the number of days was not displayed correctly. (WFM-35289)

  • WFM no longer displays an exception if a user tries to use the wizard to remove agents from the Schedule scenario. Previously, the user could receive an exception if any attached agents were unable to work on scenario activities. (WFM-35224)

  • WFM now permits users to select days by clicking on the weekday names in the Calendar module. Previously, this feature was missing and users could not select days by tapping and selecting the weekdays. (WFM-35173)

  • Agents are no longer able to request Time-Off types that are not assigned to their current time off rule. The Time-Off type drop down list now consists only of Time-Off types that are manually assigned to an agent without a rule or assigned to the agent by a linked Time-Off rule, or at least one of the dates from a time-off request falls into the active assigned period of this Time-Off type (between the start and end date of the linked rule or the Time-Off type directly assigned to the agent). In the event that many dates are selected and the end date of the time off rule occurs between these dates, WFM now checks the selected dates and time off type with the agent’s time off rule and displays ineligible dates in red. (WFM-35172)


  • As of April 8, 2022, the AI-powered Forecasting feature is deprecated in Genesys Multicloud CX and Genesys Engage on-premises deployments. For more information, see Deprecation: AI Forecasting.

March 28, 2022 AWS.png Azure.png

Resolved Issues

  • WFM now auto-restores manually terminated agents only if the agents were deleted and then recreated after their termination in WFM. (WFM-35230)
  • WFM no longer deletes a WFM user that has the same employee ID as a terminated WFM agent. (WFM-35161)

  • This release contains important improvements to WFM security. (WFM-35202)

  • WFM now calculates the carry-over balance correctly if the end date of a bonus is after the carry-over date. (WFM-35290)

  • For Azure: As of 03/02/22, an issue is fixed that caused WFM Web for Supervisors to not always retrieve and display configuration details correctly. (WFOAZURE-75)

  • For Azure: An error no longer appears if an agent who is a participant of a shared transport attempts to create a join request to another shared transport. (WFM-35366)

February 09, 2022 Azure.png

What's New

  • WFM Web now supports multiple languages. In previous releases, only one language was supported. (WFM-33835)

Resolved Issues

  • Users can now copy an empty shift to a different day of the schedule, even if another event was already scheduled for that day (such as a shift or time off). Previously, empty shifts could only be copied to days where nothing else was scheduled. (WFM-34785)
  • To prevent Cross-Site Scripting (XSS), the following special characters are forbidden from being used in the Name field that is displayed in various views of the WFM Web for Supervisors (Classic) interface:

    • Quotes (‘, “)
    • Greater-than, less-than signs (<, >)
    • Ampersands (&)

    The WFM Web for Supervisors (Classic) UI now correctly escapes (and replaces) any forbidden special characters or symbols that users enter in input fields. For items that already contain a forbidden symbol in the Name field, the name will be changed after saving. In addition, WFM now displays a validation warning if users enter forbidden characters in the Comments field. (WFM-35176)

Known Issues

  • Messages displayed in the WFM Web user interface may contain unexpected characters. (WFM-35291)

January 26, 2022 AWS.png

Resolved Issues

  • WFM is updated to allow supervisors to receive the necessary notifications if the status of a request changes while Time-Off requests are being processed. Previously, in some cases, supervisors were not being notified if the system updated Time-Off requests. (WFM-34814)

January 04, 2022 AWS.png Azure.png

What's New

  • For Azure: WFM dual-role agents can now view adherence information and build schedules. Previously, dual-role agents did not have these capabilities. (WFOAZURE-657, WFOAZURE-675)

Resolved Issues

  • State Group Daily Totals are now calculated correctly. Previously, the State Group Daily Totals were counted as zero for the unpaid full-day time off items after a time off item was inserted over the existing day off item. (WFM-34891)

December 13, 2021 AWS.png Azure.png

What's New

  • WFM now allows Marked Time to overlap Time Off schedule states as long as the Marked Time is not used to mark overtime. (WFM-34694)
  • WFM now builds redirect URLs based on the incoming browser URL. If the incoming URL does not match one of two types of patterns, the URL specified in the public_auth_uri option is used for the redirect. Previously, the URL specified in public_auth_uri was always used. (WFM-34641)

  • WFM now respects the Minimum Distance Between Shift Items constraint for breaks or meals that precede or follow generic Exception states. (WFM-33497)

Resolved Issues

  • When viewing a forecast scenario in the latest WFM Forecast interface, the Activities tree now displays only the activities that are selected for that forecast scenario. Previously, all available activities were displayed. (WFM-34936)
  • In WFM Web for Supervisors, the Adherence Details view now displays agent states, as expected. (WFM-34890)

  • The mechanism for transferring the JSESSIONID parameter from Google Web Toolkit (GWT) to the Java subsystem is updated. Previously, this parameter may have been cached by the Supervisor.jsp page, which resulted in the session being invalidated and the user receiving an error. (WFM-34803)

  • When the Delete states functionality is selected from the View or Edit Intra-day schedules dialog, WFM now only deletes states for the selected agents in that site. Previously, WFM incorrectly deleted similar states for agents in all other sites associated with the selected Business Unit. (WFM-34768)

  • WFM no longer displays the warning message The distance between Break/Meal violates shift constraint of maximum distance between shift items. when editing scheduled shifts and that constraint is actually disabled in the Shift settings. (WFM-34654)

  • The Rotating Pattern Properties Report no longer displays an error when users open the Data page and expand the Site. (WFM-34448)

  • For Azure: Agents who are promoted to the Administrators role can now import Forecast data. Previously, an error appeared for such agents. (WFOAZURE-655)

November 15, 2021 AWS.png Azure.png

What's New

  • Workforce Management now supports dual-role assignments (Agent and Supervisor) for a single agent account. Some configuration is required to enable this feature. Contact your Genesys Account Representative for more information.
    This feature is available to AWS customers only upon request.

    More info: Managing dual-role assignments

Resolved Issues

  • In WFM Web for Supervisors, the Schedule State Group (SSG) History view now displays the SSG details, as expected. (WFM-34646)
  • WFM now creates the Calendar Audit Report in CSV-friendly format and exports the data to a .csv file with no issues, even if it contains long lines. (WFM-34642)

  • WFM now correctly displays the Agent UI for mobile devices (rather than for desktops) when agents log in to WFM on their mobile devices using Single Sign-On (SSO) authentication. (WFM-34625)

  • In the latest Web for Supervisors UI, if there are preset date ranges for some Scenarios, WFM now displays the Historical date range grid in the Build Volumes Wizard > Historical date range step, by default. If there are no preset historical date ranges in Scenarios, WFM displays the historical indicator date range in the grid (as in Web for Supervisors [Classic]). (WFM-33822)

November 01, 2021 AWS.png Azure.png

What's New

  • WFM supports new data retention values when purging data from the WFM ETL database. ETL data retention can be fine-tuned to retain more or less data, and auto purge can be disable or enabled. When enabled, the data retention value cannot be less than 45 days.
    Some configuration is required to enable this feature. Contact your Genesys Account Representative for more information.


Resolved Issues

  • WFM has improved the time it takes to insert time-off items into the schedule and publish Calendar items for multiple days when multi-site activity limits are configured for these time-off types. (WFM-34455, WFM-34376)
  • The WFM ETL process now executes jobs successfully, even if the retrieval of data takes longer than 10 minutes. (WFM-34444)

  • WFM now observes time-off limits when granting time-off bids, and no longer grants bids when the time-off exceeds the limits. (WFM-34384)

  • WFM now saves the selected Marked Time in the Schedule Marked Time Report and Schedule Marked Time Total Report. Previously, the WFM Report Scheduler did not save the selected Marked Time for these reports unless users also selected the entire site. (WFM-34440)

Prior Releases

For information about prior releases of Workforce Management, see Workforce Management Release Notes.