Combined Workforce Optimization for Customer Service release notes for upgrades from Washington DC to Zurich

Consolidated page of all release notes for Workforce Optimization for Customer Service from Washington DC to Zurich.

How to use this page

To help you prepare for your upgrade, we have combined the cross-family Workforce Optimization for Customer Service release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Washington DC to Zurich.

Tip:

If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release."

Important information for upgrading Workforce Optimization for Customer Service to Zurich

Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

New features

Between your current release family and Zurich, new features were introduced for Workforce Optimization for Customer Service.

Release	Release notes
Washington DC	Performance metrics for voice channel Monitor and manage the health of voice queues. Integration of Amazon Connect with Workforce Optimization for Customer Service enables managers to monitor agent and queue performance of voice channel in real time. Performance metrics for conversational channels Monitor and manage the health of customer service on consumer messaging channels including WhatsApp, Facebook, LINE, and SMS. These performance metrics are visible in Channel Management. Integrating Microsoft Outlook with Workforce Optimization for Customer Service Synchronize the Workforce Optimization for Customer Service team calendar with Microsoft Outlook so managers and agents can view their schedules and events on Microsoft Outlook. Agent shift sign up Agents are notified when the schedule plan available for sign up is approaching its due date. Agents can indicate their preference for shifts within a schedule plan.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Changes

Between your current release family and Zurich, some changes were made to existing Workforce Optimization for Customer Service features.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Removed

Between your current release family and Zurich, some Workforce Optimization for Customer Service features or functionality were removed.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Deprecations

Between your current release family and Zurich, some Workforce Optimization for Customer Service features or functionality were deprecated.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Activation information

Review information on how to activate Workforce Optimization for Customer Service.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Additional requirements

If any additional requirements were introduced or changed for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Browser requirements

If any specific browser requirements were introduced or changed for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Accessibility information

Review details on accessibility information for Workforce Optimization for Customer Service, such as specific requirements or compliance levels.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Localization information

If there are specific localization considerations for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Washington DC	No updates for this release.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.

Highlight information

If there are specific highlight considerations for Workforce Optimization for Customer Service we have noted them here.

Release	Release notes
Washington DC	Managers and supervisors can monitor voice queues and key performance indicators (KPIs). Managers and agents can synchronize their calendars and events with Microsoft Outlook. View performance metrics for consumer messaging channels. Agents can sign up for work shifts based on their availability and preference. See Exploring Workforce Optimization for Customer Service for more information.
Xanadu	No updates for this release.
Yokohama	No updates for this release.
Zurich	No updates for this release.