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Release Notes | December 29, 2021 | Talkdesk Workforce Management

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On Wednesday, December 29th, 2021, Talkdesk® is releasing a new version of Workforce Management

Enhancements:

  • Scheduling: It is now possible to create schedules for anyone with configured scheduling rules, as WFM no longer requires validation that they are assigned to a WFM-configured queue. If the schedules are not assigned to a queue, they will not impact the simulated statistics. Supervisors, Managers, Resource Planners, or new hires can now all be scheduled without having to add a queue to them.

Fixes:

This WFM release also includes the following fix:

  • Fixed a bug regarding the creation of custom break rules. When all the breaks only had one possible start time and there were more than four break events in the rule, this could sometimes result in failure to schedule one of the break events.
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