Eleveo WFM Release 20.8.12.17
Published: 12 August 2020
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New features
New 'Forecast Adjustments' pane – The new Forecast Adjustments pane has been introduced to allow further modification of a draft forecast. From within the pane, Forecasted AHT and Forecasted Contact Volume values can be modified, as well as a shrinkage value can be applied. Adjustments can be added to a defined time range only, not necessarily to the whole forecast, and they cannot collide. The applied adjustments are reflected on the charts and also they are indicated by the badges displayed above the forecast.
Export of My Schedule – Now it is possible to export schedules configured from within the Eleveo WFM application and add them to other calendar applications, such as those installed on mobile devices which support the iCal format, based on the URL generated in WFM. The steps required for two popular calendar apps are provided in the documentation.
Changes and improvements
Removed Forecasting Lab screen – To avoid confusion, the Forecasting Lab screen has been removed from the application. The Forecasting Studio screen provides the same functionality and feature set.
New 'Put to Production' button – From now, a forecast can be easily put to production from the second screen of the forecast creation/modification wizard.
Limited scope of shrinkage – As of now shrinkage can be configured from within the Forecast Adjustments pane, there is no longer a need to apply it to the whole forecast, it can now be applied to a defined time range only.
Fixed issues
| Reference number | Description |
|---|---|
| WFM-1531 | The scheduling composer automatically places full day schedule elements after the last schedule element for an agent instead of where it is placed, this no longer occurs. |
| WFM-1556 | Even after deleting a production schedule the schedule was still displayed, this no longer occurs. |
Known issues
| Reference number | Description |
|---|---|
| WFM-1662 | It is not possible to save a schedule if daylight saving time occurs during the schedule period. |
| WFM-1663 | Upload of historical data fails if the process takes more than 60 seconds. |
| WFM-1668 | Google calendar is not syncing changes. |