New and Updated Features
New Features
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Support for Cisco Unified Contact Center Express 11.0
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Support for Microsoft SQL Server 2014
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Support for dynamic scheduling
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Support for multiskill scheduling
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Support for mentoring requests
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Support for scheduling incentives
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Interface localized in Danish, Dutch, English, French, German, Italian, Portuguese (Brazilian), Spanish (European) and Swedish
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Help localized in Danish, Dutch, English, French, German, Spanish (European), and Portuguese (Brazilian)
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Support for high availability for the Workforce Optimization interface
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Support for non-ACD agents in synced systems.
Updated Features
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Advanced bundle features of Vacation Planning and Strategic Planning now available to all WFM customers.
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Support for high availability for the WFO interface.
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Support for non-ACD agents in synced systems.
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Addition of the Balanced Schedule option when running a schedule.
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Block scheduling (MSAQ) is now always on.
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Improvements in how service level percentage rollups are calculated.