Workforce Optimization

V15.2 Hotfix Rollup 1

Release Notes

Hotfix Rollup 1 provides new features and enhanced functionality on top of

the V15.2 baseline release.

Topics

What's new in HFR1 release 2

HFR1 Package Content 5

Document Revision 1.00

 What's new in HFR1 release

What's new in HFR1 release

HFR1 provides software updates and enhancements on top of V15.2 baseline release. The
following provides a brief description of these updates. For a cumulative description of all
V15.2 new features and functionality, see V15.2 Release Notes available on
VerintConnect.

Tech Stack
Windows 2016 support: Installing WFO on Windows 2016 is supported, including when
upgrading from V11.1 SP1. For in-place upgrade from V15.1, Windows 2016 is not
supported.

Automated Quality Management (AQM)

AQM provides the ability to fully or partially automate evaluations in your organization
and analyze the evaluation data in scorecards.

Text Analytics in WFO

Text Analytics is now an integral part of the Workforce Optimization suite. The next
generation of Interaction Analytics, Text Analytics adds the ability to extract analytical
insights from unstructured text sources such as email, chat, social media and more.

Security
SAML Authentication for Desktops: The system supports SAML authentication for
desktops. SAML is a standard single sign-on (SSO) format suitable for more advanced
network and trust topologies, such as cloud. It allows seamless interoperability with
most 3rd party identity provider and authentication server vendors. Authentication
information is exchanged through HTTPS communication, by using digitally signed XML
documents.

Serviceability
The following validations were added to the Server Readiness tool:
▪ Rights assignment by membership in ADMIN group, in addition to existing validation
by direct assignment.
▪ Free space validation of media and database drives, according to values specified by
the user.
▪ Validation that the simple TCP/IP service is set to automatic mode.
▪ Validation that SQL client is installed on database management server.

Hotfix Rollup 1 Release Note 2

Confidential and Proprietary Information of Verint Systems Inc.

 What's new in HFR1 release

▪ Recorder Tomcat shutdown port, in addition to existing validation of recorder Tomcat

port.

Customer Feedback
The following enhancements were introduced in this release:
▪ Report link now included in CF alert email messages
▪ SQL Server removed from CF Survey server

Screen Capture module

Selective Screen Application Recording: The Screen Capture module allows you to
specify either a "Record list" or a "Do not record list" of processes, windows (captions),
or URLs. Applications on the screen that are not recorded, display in gray.

Scorecards
The following enhancements were introduced in this release:
▪ Editing goals: this release of Scorecards provides new options for editing goals on
the Edit Goal page for a selected KPI.
▪ Set up source measures and KPIs: in this release, if you have the View Quality
Monitoring Source Type privilege, you can set up source measures and KPIs in
Scorecards to analyze Quality Management evaluation data. If you have the View All
Other Source Types privilege, you can set up source measures and KPIs in
Scorecards to analyze data other than Quality Management evaluation data.

Identity Authentication and Fraud Detection

The following enhancements were introduced in this release:
▪ Minimum score for potential target detections: a new threshold enables you to
configure the Minimum score for potential target detections for the Biometrics Engine
server role
▪ Improve enrollment failure responses
▪ Enhanced training statistics in Risk Management
▪ Customer automatic enrollment cooling-off period
▪ External URL action automatic retry: A new retry mechanism occurs automatically if
sending the XML message to the host fails for some reason
▪ External URL action audio quality metrics: New metrics provide details about the
quality of the audio processed by the Voice Biometrics engine when performing
verification and detection
▪ Updated XML schema for the external URL action
▪ Ad hoc reporting model to view results of activity performed by IAFD

Hotfix Rollup 1 Release Note 3

Confidential and Proprietary Information of Verint Systems Inc.

 What's new in HFR1 release

Risk Management
Export interactions media: New in this release is the ability to export the media
associated with one or more interactions, up to 2,000 interactions at a time. You can
perform the export from a folder or from the search results. The system delivers the
export to an SFTP server provided by the customer.
In addition, the existing activity Export Search Results was renamed to Download
Interactions Metadata.

Hotfix Rollup 1 Release Note 4

Confidential and Proprietary Information of Verint Systems Inc.

 HFR1 Package Content

HFR1 Package Content

HFR1 contains the following hotfixes:

Component MSI

Agent Signature Builder KB130303.msi

AlarmAPI KB130536.msi

AlarmAPI AlarmAPI.msi

AlarmFramework KB130482.msi

AQMEngine KB130445.msi

AQMEngine CoreEngine.msi

AQMOrchestrator Orchestrator.msi

AQMOrchestrator KB130660.msi

AQMPoller PollerService.msi

AQMPoller KB130658.msi

AQMScoringRulesBuilder KB130659.msi

AQMScoringRulesBuilder ScoringRulesBuilder.msi

Archive Database KB130333.msi

Archiver KB130625.msi

ArchiveWS_IIS KB130441.msi

Assignment Manager Directory KB130356.msi

AuditService AuditService.msi

Biometrics Database KB130350.msi

CacheServer HotFix KB130297.msi

CF ETL KB130286.msi

Common Database KB130629.msi

Common Interaction Viewer KB130579.msi

Hotfix Rollup 1 Release Note 5

Confidential and Proprietary Information of Verint Systems Inc.

 HFR1 Package Content

Component MSI

Consolidator KB130661.msi

Contact Data Model WS KB130583.msi

Contact Database KB130351.msi

Contact OLTP Database KB130346.msi

ContentServer KB130580.msi

Corpus Manager CorpusManagerWsSetup.msi

Dashboard KB130420.msi

Data Access Services KB130473.msi

Data Access Services WS KB130517.msi

Data Update Service KB130645.msi

Database Directory Sync KB130328.msi

DPA Database KB130483.msi

DPA Online Help DPAOnlineHelp.msi

EMCore EMCore.msi

EMCore KB130535.msi

Enterprise Manager Agent KB130386.msi

Enterprise Manager HotFix KB130385.msi

Extraction Engine KB130281.msi

Extraction Engine V11 Adapter KB130476.msi

Form Designer KB130425.msi

Framework App Server Environment KB130414.msi

Framework Database KB130556.msi

Framework Integration Server HotFix KB130490.msi

Framework Integration Server KB130218.msi

Management HotFix

Hotfix Rollup 1 Release Note 6

Confidential and Proprietary Information of Verint Systems Inc.

 HFR1 Package Content

Component MSI

Framework Warehouse Database KB130561.msi

I360 ADAM Access Layer WS KB130548.msi

I360 DPA Applications Hotfix KB130617.msi

HFR Installation
HFR1 package includes software updates that must be installed on top of the V15.2
baseline release. In addition, there are a number of mandatory KBs that must be installed
on top of the HFR1 package.

Procedure
1 Install the HFR1 package.
For HFR installation guidelines, see the WFO V15.x HFR and WFO Update Package
Installation Guide available in VerintConnect.
2 To install the mandatory KBs, from VerintConnect home page, go to Tools &
Resources, and select WFO Patches, Desktop Apps, Tools.
3 From the list of versions, select 15.2 and then click View Report.
4 From the list, download and install the mandatory KBs (marked in red).

It is recommended to install all latest KBs.

Related information
WFO V15.x HFR and WFO Update Package Installation Guide

Known Issues
See the list of all V15.2 Known Issues in the V15.2 Release Notes available in
VerintConnect.

Hotfix Rollup 1 Release Note 7

Confidential and Proprietary Information of Verint Systems Inc.