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Workforce Management
Genesys Configuration Options Current

1/25/2024
Table of Contents
Workforce Management Options Reference 4
Builder 6
auth Section 8
Log Section 9
Options Section 21
Identity Section 24
Client Section 25
Server Section 26
trace Section 27
Daemon 29
Log Section 31
Options Section 37
Identity Section 40
Client Section 41
SMTP Section 42
Server Section 45
Data Aggregator 46
auth Section 48
Log Section 49
Options Section 61
Client Section 65
Identity Section 66
Server Section 67
trace Section 68
WFM Server 70
auth Section 74
Log Section 76
ForecastService Section 87
PerformanceService Section 89
CalendarService Section 91
ScheduleService Section 98
ConfigService Section 105
Server Section 110
Identity Section 115
Client Section 116
 WFM Server for ETL 117
ETL Section 120
Log Section 125
CalendarService Section 131
ScheduleService Section 132
ConfigService Section 133
Server Section 134
Identity Section 136
PerfStatService Section 137
Client Section 138
Web 139
auth Section 142
Functionality Section 143
SSO Section 148
Log Section 149
Reports Section 155
Options Section 160
Identity Section 166
Client Section 167
Adherence Section 168
AgentBidding Section 169
AgentCustom Section 170
AgentSchedule Section 172
AgentTimeOff Section 175
AgentPreferences Section 177
AgentTrading Section 178
Workforce Management Options Reference

Workforce Management Options Reference

Welcome to the Options Reference for Workforce Management. This document describes the
configuration options for the following components of Workforce Management:

• Builder
• Daemon
• Data Aggregator
• Server
• Server ETL

• Web

Configuring Options in Application Objects

When you initially create and configure your Workforce Management (WFM) component Application
objects, the Options tab is created with default settings. To customize your applications, open the
WFM component Application object in Genesys Administrator and adjust the settings as desired,
using the descriptions in this Options Reference for guidance.

The settings you can configure in each WFM component Application Options tab control various
features, such as logging, font styles and sizes for some applications, security settings such as
whether to show agent salary information, whether to use reason codes, and many others. In many
cases, the default setting will be the most appropriate for your environment. However, Genesys
recommends that you review the available options to determine where customization might benefit
your enterprise.

Valid Values for Configuration Options

When the valid values for an option are listed as true or false, you can also enter alternate values
to achieve the same result. For example, you can enter the value true as yes or 1, and you can enter
the value false as no or 0.

Important
When viewing WFM configuration options templates, you might see options beginning
with x- (for example, x-ScheduleLogPath). Changing the default value of these
options is not recommended, and should only be used in exceptions when
troubleshooting is required, and with the assistance of a Genesys Customer Care
representative.

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Workforce Management Options Reference

Creating New Sections and Options

In some cases, configuration sections and options documented for this product are not included in
the shipped version of the templates. Many users will not need these sections or options but if you
do, create them using the following procedures:

Procedure: Creating a New Section

Purpose: To add a new section, which will contain at least one option, to the WFM database.
Prerequisite: The WFM software application template and database must allow this section.

Start of Procedure

1. On the Options tab, click the New icon or right-click in an empty area and select New.
The Add Section dialog box appears.
2. Enter the appropriate section name.
3. Click OK.
4. Save your work.
You can now create new options in this section.

End of Procedure

Procedure: Creating a New Option

Purpose: To add a new option to the WFM database.
Prerequisite: The WFM software application template and database must allow this option.

Start of Procedure

1. On the appropriate section pane, click the New icon or right-click in an empty spot and select New.
The Edit Option dialog box appears.
2. Enter the option name and the value for the new option.
3. Click OK.
4. Save your work.
5. Perform the actions (if any) that are required to activate the option.

End of Procedure

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Builder

Builder
Options for this component are contained in the following configuration sections:

• auth • Options
• Client • Server
• Identity • trace
• Log

Tip
In the summary table(s) below, type in the Search box to quickly find options,
configuration sections, or other values, and/or click a column name to sort the table.
Click an option name to link to a full description of the option. Be aware that the
default and valid values are the values in effect with the latest release of the software
and may have changed since the release you have; refer to the full description of the
option to see information for earlier releases.

Power users: Download a CSV file containing default and valid values and
descriptions.

The following options are configured at the application level (in other words, on the application
object).

Section Option Default Changes Take Effect

auth provider wfm After restart
Client CfgServerRequestTimeout 15 Immediately
Client SOAPTimeout 120 Immediately
Identity ApplicationType WFMBuilder Immediately
Log all stdout Immediately
Log buffering false Immediately
Log debug " " (string) Immediately
Log expire false Immediately
Log keep-startup-file false After restart
Log messagefile wfmbuilder.lms Immediately
Log segment false Immediately
Log standard stdout Immediately
Log trace " " (string) Immediately
Section Option Default Changes Take Effect

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Builder

Section Option Default Changes Take Effect

Log verbose standard Immediately
Log x-json-log "" (empty string) After restart
Log x-json-log.archive No default value After restart
Log x-json-log.compress No default value After restart
Log x-json-log.flush true After restart
x-json-
Log -1 After restart
log.MaxLogRecordSize
Log x-json-log.purgeAge "" (empty string) After restart
Log x-json-log.purgeCount "" (empty string) After restart
Log x-json-log.rotateOnOpen false After restart
Log x-json-log.rotation no default value After restart
Log x-json-log.times No default value After restart
x-
Log false Immediately
ScheduleBuilderProgressTrace
Log x-ScheduleBuilderTrace false Immediately
Log x-ScheduleLogPath " " (string) Immediately
Log x-ScheduleMaxLogs 1000 Immediately
Log x-SwordTrace false Immediately
Options EnableTOoverlap false Immediately
Options LimitOpenHoursByRequirement
False Immediately
Options MaxSchedulingThreadPoolSize
0 Immediately
Options MultiSiteActivitiesEnabled false Immediately
Options NameOrder 1 Immediately
Options PreserveMarkedTime false Immediately
Options Special100ShiftCheck false Immediately
Server management-port None After restart
exporter-ostream-
trace false After restart
enable
trace exporter.otlp_grpc.enable false After restart
trace exporter.otlp_grpc.endpointhttp://localhost:4317 After restart
trace exporter.otlp_grpc.ssl_credentials_cacert_as_string
"" After restart
trace exporter.otlp_grpc.ssl_credentials_cacert_path
"" After restart
trace exporter.otlp_grpc.timeout 10s After restart
trace exporter.otlp_grpc.use_ssl_credentials
false After restart
Section Option Default Changes Take Effect

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Builder auth Section

auth Section

• provider

provider
Default Value: wfm
Valid Values: " ", wfm
Changes Take Effect: After restart
Dependencies: See Important note in this option
Introduced: 8.5.214.07

Specifies the provider that performs WFM user authentication.

If this option value is set to:

• " " (empty string)—WFM Server SOAP API authenticates WFM users.
• wfm—WFM Server REST API (on-premises) authenticates WFM users.

Important
If this option is set in one WFM Application, it must be set in all of them (WFM Web,
WFM Server, WFM Builder, WFM Data Aggregator).

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Builder Log Section

Log Section

• all • verbose • x-json-log.rotation

• buffering • x-json-log • x-json-log.times
• debug • x-json-log.archive • x-
ScheduleBuilderProgressTrace
• expire • x-json-log.compress
• x-ScheduleBuilderTrace
• keep-startup-file • x-json-log.flush
• x-ScheduleLogPath
• messagefile • x-json-log.MaxLogRecordSize
• x-ScheduleMaxLogs
• segment • x-json-log.purgeAge
• x-SwordTrace
• standard • x-json-log.purgeCount
• trace • x-json-log.rotateOnOpen

all
Default Value: stdout
Valid Values: stdout, stderr, network, memory [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of all levels (Standard, Trace, and
Debug).

The log output types must be separated by a comma when more than one output is configured. For
example: all = stdout, logfile.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables applications to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server, nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.

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Builder Log Section

• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

buffering
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether operating system file buffering is enabled or disabled. The option is applicable only
to the stderr and stdout output types.

Setting this option to true enables buffering and increases the output performance. Setting this
option to false disables buffering.

When buffering is enabled, there might be a delay before log messages appear at the console.

debug
Default Value: " " (string)
Valid Values: stdout, stderr, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of the Debug level and higher (that
is, Standard, Interaction, Trace, and Debug levels).

The log output types must be separated by a comma when more than one output is configured. For
example: debug = stderr, /usr/local/genesys/logfile.

Debug-level log events are never sent to Message Server or stored in the Log database.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output (stderr).

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Builder Log Section

• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

expire
Default Value: false
Valid Values: false, [number], [number] file, [number] day
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not log files expire and if they do, sets the expiration mode for old segments and
the maximum number of files (segments) or days before the files are removed. The number stored
cannot be:

• Less than 1 file or 1 day

• More than 100 files or 100 days.

Setting this option value to false indicates that files do not expire. This option is
ignored if the log output is not configured to be sent to a log file.

Tip
If you set this option value incorrectly (out of the range of valid values) WFM
automatically resets it to 10.

The valid values are described as follows:

• false—No expiration; all generated segments are stored.

• [number] or [number] file—Sets the maximum number of log files to store. Specify a number from
1-100.
• [number] day—Sets the maximum number of days before log files are deleted. Specify a number from
1-100.

keep-startup-file
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.210

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Builder Log Section

Specifies whether WFM Builder keeps or deletes a startup segment of the log containing the initial
configuration options when it reaches the value in the expire option.

If this option value is set to false, WFM Builder does not keep the startup segment of the log.

If this option value is set to true, WFM Builder keeps a startup segment of the log. The size of the
segment equals the value of the segment option. The value <number> KB (kilobytes) or <number> MB
(megabytes) sets the maximum size for a startup segment of the log.

If this option value is set to true, the size of the initial segment is equal to the size of the regular log
segment, as defined by the segment option. The value of this option is ignored if segmentation is
turned off (that is, if the segment option value is set to false).

messagefile
Default Value: wfmbuilder.lms
Valid Values: wfmbuilder.lms
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name of the input file that stores application-specific log or error messages that might
be generated when WFM Builder communicates with other Genesys components.

The only valid value is wfmbuilder.lms.

segment
Default Value: false
Valid Values: false, [number], [number] KB, [number] MB, [number] hr
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not there is a segmentation limit for a log file and if there is, sets the increment
(KB, MB, or hours) and maximum size for the log file segment. The number cannot be less than 100
KB or one hour.

If this option value is set to false the log file is not segmented. If the current log segment exceeds
the size set by this option, WFM Builder closes the file and creates a new one. If the log output is not
configured to be sent to a log file, WFM Builder ignores this option.

The valid values are described, as follows:

• false—No segmentation is allowed.

• [number] or [number] KB—Sets the maximum segment size, in kilobytes. The minimum segment size
is 100 KB.
• [number] MB—Sets the maximum segment size, in megabytes.

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Builder Log Section

• [number] hr—Sets the number of hours for the segment to stay open. The minimum number is 1 hour.

standard
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type of which applications will send the log events of the Standard level. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

The log output types must be separated by a comma when more than one output is configured. For
example: standard = stderr, network

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

trace
Default Value: " " (string)
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the output type to which applications send Trace and Standard level log events. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

Log outputs must be separated by a comma when more than one output is configured. For example,
trace = stderr, network.

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

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Builder Log Section

• stderr—Log events are sent to the Standard error output.

• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

verbose
Default Value: standard
Valid Values: all, debug, trace, standard, none, yes (= all), no (= none)
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not a log output is created and if it is, sets the minimum level of log events
generated. The log events levels, starting with the highest priority level, are Standard, Trace, and
Debug.

The valid values are described, as follows:

• all—All log events (that is, Standard, Trace, and Debug levels) are generated.
• debug—The same as all.
• trace—Log events of the Trace level and higher (that is, Standard, and Trace levels) are generated, but
log events of the Debug level are not generated.
• standard—Log events of the Standard level are generated, but log events of the Trace, and Debug
levels are not generated.
• none—No output is produced.

x-json-log
Default Value: "" (empty string)
Valid Values: stdout, stderr, [filename with or without path]
Changes Take Effect: After restart

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Builder Log Section

Introduced: 8.5.220.02

Enables the JSON logging for WFM servers, if not empty.

WFM now supports structured logging to the file containing one-line log records formatted in JSON
format. This facilitates easy integration with the centralized log aggregation and viewing systems,
like Grafana/Loki.

Important
The log level for structured logging is the same as for logging to a file and is defined by a regular verbose
option.

Important
All x-json-log configuration options are not included in the application template. You can configure them
manually.

Sample Configuration

[Log]
x-json-log = c:\logs\structured-log.log
x-json-log.rotation = 10 M
x-json-log.archive = timestamp
x-json-log.purgeCount = 10
x-json-log.purgeAge = 30 days
x-json-log.rotateOnOpen = true
x-json-log.compress = true
x-json-log.times = local
x-json-log.flush = false

x-json-log.archive
Default Value: No default value
Valid Values: number, timestamp
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

The log file's archive mode.

Using the archive property, it is possible to specify how archived log files are named. The following
values for the archive property are supported:

• number: A number, starting with 0, is appended to the name of archived log files. The most recent
archived log file always has the number 0. For example, if the log file is named access.log, and if it
fulfils the rotation criteria, the file is renamed to access.log.0. If a file named access.log.0 already

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Builder Log Section

exists, it is renamed to access.log.1.

• timestamp: A timestamp is appended to the log file name. For example, if the log file is named
access.log, and it fulfils the criteria for rotation, the file is renamed to access.log.20050802110300.

x-json-log.compress
Default Value: No default value
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

Enable or disable compression of archived files. Archived log files can be compressed using the gzip
compression method. Compressing can be controlled with the compress property.

The following values are supported:

• true: Compress archived log files.

• false: Do not compress archived log files.

x-json-log.flush
Default Value: true
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

Specifies whether messages are immediately flushed to the log file. Valid values are:

• true: Every message is immediately flushed to the log file (which may hurt application performance but
ensures that everything is in the log if there is a system crash).
• false: Messages are not immediately flushed to the log file and stay in the system file buffer for some
time.

x-json-log.MaxLogRecordSize
Default Value: -1
Valid Values: any integer
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

Contains the maximum size in bytes for logging records.

The default value is -1 which means unlimited, but that is only if the logging level is "all" or "debug".
If the logging level is "trace" or "standard" then the default value is 10000 - that is because Genesys

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Builder Log Section

log library does not accept messages larger than 10000 when the logging level is "trace" or
"standard".

x-json-log.purgeAge
Default Value: "" (empty string)
Valid Values:
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

Maximum age of an archived log file before it is purged. Archived log files can be automatically
purged, either if they reach a certain age, or if the number of archived log files reaches a given
maximum number. This is controlled by the purgeAge and x-json-log.purgeCount properties. The
purgeAge property can have the following values:

• <n> [seconds]: The maximum age is <n> seconds.

• <n> minutes: the maximum age is <n> minutes.
• <n> hours: The maximum age is <n> hours.
• <n> days: The maximum age is <n> days.
• <n> weeks: The maximum age is <n> weeks.
• <n> months: The maximum age is <n> months, where a month has 30 days.

x-json-log.purgeCount
Default Value: "" (empty string)
Valid Values: integer, none
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

Maximum number of archived log files before it is purged. The purgeCount property has an integer
value that specifies the maximum number of archived log files. If the number is exceeded, archived
log files are deleted, starting with the oldest. When none or empty string are supplied, they reset
purgeCount to none (no purging).

x-json-log.rotateOnOpen
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

Specifies whether an existing log file should be rotated and archived when the file is opened. Valid
values are:

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Builder Log Section

• true: The log file is rotated (and archived) when the channel is opened.
• false: (Default value) Log messages will be appended to an existing log file if the file exists (unless
other conditions for a rotation are met).

x-json-log.rotation
Default Value: no default value
Valid Values:
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

The log file's rotation strategy. Possible values:

• never: No log rotation

• [day,][hh]:mm: The file is rotated on specified day/time
• day - Day is specified as a long day name (Monday, Tuesday,...) or short day name (Mon, Tue,...)
• day can be omitted and when omitted, the log is rotated every day.

• hh - Valid hour range is 00-23.

• hour can be omitted, in which case log is rotated every hour.

• mm - Valid minute range is 00-59.

• minute must be specified.

• daily: The file is rotated daily.

• weekly: The file is rotated every seven days.
• monthly: The file is rotated every 30 days.
• <n> minutes: The file is rotated every <n> minutes, where <n> is an integer greater than zero.
• <n> hours: The file is rotated every <n> hours, where <n> is an integer greater than zero.
• <n> days: The file is rotated every <n> days, where <n> is an integer greater than zero.
• <n> weeks: The file is rotated every <n> weeks, where <n> is an integer greater than zero.
• <n> months: The file is rotated every <n> months, where <n> is an integer greater than zero and a
month has 30 days.
• <n>: The file is rotated when its size exceeds <n> bytes.
• <n> K: The file is rotated when its size exceeds <n> Kilobytes.
• <n> M: The file is rotated when its size exceeds <n> Megabytes.

Important

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Builder Log Section

For periodic log file rotations (daily, weekly, monthly, etc.), the date and time of log file creation or last
rotation are written to the first line of the log file.

x-json-log.times
Default Value: No default value
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.02

Enable or disable compression of archived files. Archived log files can be compressed using the gzip
compression method. Compressing can be controlled with the compress property.

The following values are supported:

• true: Compress archived log files.

• false: Do not compress archived log files.

x-ScheduleBuilderProgressTrace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Enables or disables the logging of schedule progress in the log file.

Used for troubleshooting

x-ScheduleBuilderTrace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: x-ScheduleLogPath

Specifies whether or not WFM Builder writes scheduling data, output data, and messages to the
Schedule log file.

When this option is enabled (value is set to true), you must specify a Schedule log path. One log file
is created for every schedule build.

Used for Schedule debugging only.

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x-ScheduleLogPath
Default Value: " " (string)
Valid Values: Path to Schedule log directory
Changes Take Effect: Immediately
Dependencies: None

Specifies the output path or directory into which WFM Builder writes the file containing Schedule log
data and messages, if schedule logging is enabled. If the path is not specified, WFM uses the existng
executable folder.

Use this option for Schedule debugging only.

x-ScheduleMaxLogs
Default Value: 1000
Valid Values: 1 - 1000
Changes Take Effect: Immediately
Dependencies: x-ScheduleLogPath

Specifies the maximum number of Schedule log files (or pairs, if the x-SwordTrace option value is also
set to yes) to retain the folder specified in the x-ScheduleLogPath option.

When the maximum number of files is reached, WFM Builder deletes files as necessary, to stay within
the limit, starting with the oldest file.

x-SwordTrace
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: x-ScheduleLogPath

Specifies whether or not the scheduling algorithm output messages are written to the Schedule log.

Use this option for Schedule debugging only.

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Builder Options Section

Options Section

• EnableTOoverlap • MultiSiteActivitiesEnabled • Special100ShiftCheck

• LimitOpenHoursByRequirement • NameOrder
• MaxSchedulingThreadPoolSize • PreserveMarkedTime

EnableTOoverlap
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.003.18

Specifies whether WFM Builder allows breaks and meals to be scheduled during part-day paid time-
off.

When this option value is set to true, WFM Builder allows breaks and meals to be scheduled during
part-day paid time-off. When set to false, WFM Builder does not allow breaks and meals to be
scheduled during part-day paid time-off.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

LimitOpenHoursByRequirement
Default Value: False
Valid Values: True, False
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.212.11

Specifies how WFM Builder schedules coverage for periods when an activity has staffing forecast.

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Builder Options Section

If the option value is set to true, WFM Builder schedules coverage only for periods when an activity is
forecast. If this option value is set to false, WFM Builder builds schedules based on activity open
hours, regardless of the presence or absence of staffing requirement.

Tip
This option is not included in the template by default. You must create it yourself.
If this option is not set, WFM Builder builds schedules based on activity open hours, regardless of the
presence or absence of staffing requirement.

For instructions about how to create new options, see Creating New Configuration
Sections and Options.

MaxSchedulingThreadPoolSize
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: Immediately
Dependencies: None

Specifies a limit for the maximum number of CPU cores that WFM Builder will use when scheduling
multi-site schedule scenarios.

If the value is missing or is set to anything less than 1, WFM Builder will use the maximum number of
available CPU cores for its (scheduling) processes. The number of CPU cores that WFM Builder might
use depends on the number of sites that are in the Schedule Scenario.

WFM Builder can schedule a multi-site scenario, using a separate CPU core for each site. If there are
ten sites in the Schedule Scenario, then Builder can use ten CPU cores for scheduling.

MultiSiteActivitiesEnabled
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

When configuring multi-site activities, specifies that Builder will use multi-site staffing requirements
when building multi-site schedule scenarios. If this option value is set to true WFM Builder uses the
staffing requirements of multi-site activities. If the value is set to false WFM Builder uses the staffing
requirements of related-site activities.

NameOrder
Default Value: 1
Valid Values: 1, 2, 3

Workforce Management 22
Builder Options Section

Changes Take Effect: Immediately

Dependencies: None

This option is mandatory.

Specifies how WFM Builder presents agent names in warning and error messages. If this option is set
to:

• 1—First name is presented first.

• 2—Last name is presented first.
• 3—Last name is presented first and is separated from first name with a comma.

PreserveMarkedTime
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agent days that have marked time are excluded from Intra-Day
reoptimization.

If this option is set to true agent days that have Marked Time are excluded from Intra-Day
reoptimization. If set to false (or empty), agent days that have Marked Time are included in Intra-
Day reoptimization.

Special100ShiftCheck
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.1.3

Specifies the shift limit for WFM Builder.

If the option value is set to true, the shift limit is 100 shifts. If set to false (or empty) the shift limit
is 500 shifts.

Important
WFM displays Error 43 if your configuration violates the current shift limit.

Workforce Management 23
Builder Identity Section

Identity Section

• ApplicationType

ApplicationType
Default Value: WFMBuilder
Valid Values: WFMBuilder
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.1.3

Tip
This option is removed from the template and no longer used.

Specifies the Workforce Management component for this application.

Configure this option only if you are using an application of type ThirdPartyServer.

(Optional in Framework 8.x environments.)

Workforce Management 24
Builder Client Section

Client Section

• CfgServerRequestTimeout • SOAPTimeout

CfgServerRequestTimeout
Default Value: 15
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the number of seconds to wait for a response from Configuration Server before timing out.

Use this option when requesting a list of objects from Configuration Server for synchronization
purposes. Increase the value in configurations with a high number of objects or slow network
connections.

SOAPTimeout
Default Value: 120
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the SOAP connection timeout, in seconds.

Workforce Management 25
Builder Server Section

Server Section

• management-port

management-port
Default Value: None
Valid Values: Any positive integer
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.219.05

The management port can be optionally used for the internal consumption of observability-related
Prometheus-based metrics, for monitoring tools, and dashboards like in Grafana.

Important
The management port is unsecured and is intended for internal use only. For more
information, see Using WFM Prometheus metrics for monitoring & troubleshooting
section in the WFM administrator's guide.

Workforce Management 26
Builder trace Section

trace Section
WFM now fully supports distributed tracing of the HTTP requests using Open Telemetry protocol
(OTLP). All HTTP requests now propagate OTLP tracing headers. The corresponding request trace_id
and span_id are also logged in the logs for tracking and integration purposes. All WFM backend
servers can also be configured to export traces via OTLP gRPC exporter. This facilitates easy
integration with the distributed tracing collection and visualization systems, like Grafana/Tempo.

The OTLP gRPC trace exporter can optionally be enabled by setting the application option
exporter.otlp_grpc.enable to true.

• exporter-ostream-enable • exporter.otlp_grpc.ssl_credentials_cacert_as_string
• exporter.otlp_grpc.use_ssl_credentials
• exporter.otlp_grpc.enable • exporter.otlp_grpc.ssl_credentials_cacert_path
• exporter.otlp_grpc.endpoint • exporter.otlp_grpc.timeout

exporter-ostream-enable
Default Value: false
Valid Values: false, true
Changes Take Effect: After restart
Introduced: 8.5.220

Enables or disables a trace exporter to the logs in a human-readable format for debugging purposes.

exporter.otlp_grpc.enable
Default Value: false
Valid Values: false, true
Changes Take Effect: After restart
Introduced: 8.5.220

Enables or disables the OTLP gRPC trace exporter.

The OTLP gRPC exported connection information can be configured by either setting environment
variables as described at OpenTelemetry Protocol Exporter or by setting the corresponding
exporter.otlp_grpc application options.

Workforce Management 27
Builder trace Section

exporter.otlp_grpc.endpoint
Default Value: http://localhost:4317
Valid Values: any valid URL to OTLP gRPC exporter
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the target to which the exporter is going to send trace spans.

exporter.otlp_grpc.ssl_credentials_cacert_as_string
Default Value: ""
Valid Values: any valid path (string)
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the trusted certificate as a string to use when verifying a server’s TLS credentials. Could be
used instead of the exporter.otlp_grpc.ssl_credentials_cacert_path option. Should only be used for a
secure connection.

exporter.otlp_grpc.ssl_credentials_cacert_path
Default Value: ""
Valid Values: any valid path (string)
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the path to the trusted certificate to use when verifying a server’s TLS credentials. Should
only be used for a secure connection.

exporter.otlp_grpc.timeout
Default Value: 10s
Valid Values: <n>s, <n>m
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the maximum time the OTLP exporter will wait for each batch export.

exporter.otlp_grpc.use_ssl_credentials
Default Value: false
Valid Values: false, true
Changes Take Effect: After restart
Introduced: 8.5.220

Enables or disables using the SSL credentials in connection with the OTLP gRPC trace exporter.

Workforce Management 28
Daemon trace Section

Daemon
Options for this component are contained in the following configuration sections:

• Client • Options
• Identity • Server
• Log • SMTP

Tip
In the summary table(s) below, type in the Search box to quickly find options,
configuration sections, or other values, and/or click a column name to sort the table.
Click an option name to link to a full description of the option. Be aware that the
default and valid values are the values in effect with the latest release of the software
and may have changed since the release you have; refer to the full description of the
option to see information for earlier releases.

Power users: Download a CSV file containing default and valid values and
descriptions.

The following options are configured at the application level (in other words, on the application
object).

Section Option Default Changes Take Effect

Client SOAPTimeout 60 After restart
Identity ApplicationType WFMDaemon Immediately
Log all " " (string) Immediately
Log buffering false Immediately
Log debug " " (string) Immediately
Log expire false Immediately
Log extended false Immediately
Log segment false Immediately
Log standard stdout Immediately
Log trace " " (string) Immediately
Log verbose standard Immediately
Options CharSet No default value Immediately
Options NameOrder 1 Immediately
Options pollTimer 1 After restart
Section Option Default Changes Take Effect

Workforce Management 29
Daemon trace Section

Section Option Default Changes Take Effect

Options ReportGenerationTimeout 120 After restart
Options TrackAhead 0 After restart
Options TrackBack 0 After restart
Server management-port None After restart
SMTP AnonymousAccess false Immediately
SMTP connectiontimeout 60 seconds Immediately
SMTP fromAddress " " (string) Immediately
SMTP Host " " (string) Immediately
SMTP Password " " (string) Immediately
SMTP Port 25 Immediately
SMTP timeout 60 seconds Immediately
SMTP User " " (string) Immediately
Section Option Default Changes Take Effect

Workforce Management 30
Daemon Log Section

Log Section

• all • expire • standard

• buffering • extended • trace
• debug • segment • verbose

all
Default Value: " " (string)
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of all levels (Standard, Trace, and
Debug). The log output types must be separated by a comma when more than one output is
configured. For example: all = stdout, logfile.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables applications to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server, nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

Workforce Management 31
Daemon Log Section

buffering
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether operating system file buffering is enabled or disabled. The option is applicable only
to the stderr and stdout output types.

Setting this option to true enables buffering and increases the output performance. When buffering
is enabled, there might be a delay before log messages appear at the console. Setting this option to
false disables buffering.

debug
Default Value: " " (string)
Valid Values: stdout, stderr, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of the Debug level and higher (that
is, Standard, Interaction, Trace, and Debug levels). The log output types must be separated by a
comma when more than one output is configured. For example: debug = stderr, /usr/local/
genesys/logfile.

Debug-level log events are never sent to Message Server or stored in the Log database.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output (stderr).
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

expire
Default Value: false
Valid Values: false, [number], [number] file, [number] day
Changes Take Effect: Immediately

Workforce Management 32
Daemon Log Section

Dependencies: None

This option is mandatory.

Specifies whether or not log files expire and if they do, sets the expiration mode for old segments and
the maximum number of files (segments) or days before the files are removed. The number stored
cannot be:

• Less than 1 file or 1 day

• More than 100 files or 100 days.

Setting this option value to false indicates that files do not expire. This option is
ignored if the log output is not configured to be sent to a log file.

Tip
If you set this option value incorrectly (out of the range of valid values) WFM
automatically resets it to 10.

The valid values are described as follows:

• false—No expiration; all generated segments are stored.

• [number] or [number] file—Sets the maximum number of log files to store. Specify a number from
1-100.
• [number] day—Sets the maximum number of days before log files are deleted. Specify a number from
1-100.

extended
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: none
Introduced: 8.5.216.07

Specifies whether or not WFM enables additional log messages related to session creation,
notifications, and reporting.

Set this option value to true to enable additional log messages.

segment
Default Value: false
Valid Values: false, [number], [number] KB, [number] MB, [number] hr
Changes Take Effect: Immediately

Workforce Management 33
Daemon Log Section

Dependencies: None

This option is mandatory.

Specifies whether or not there is a segmentation limit for a log file and if there is, sets the increment
(KB, MB, or hours) and maximum size for the log file segment. The number cannot be less than 100
KB or one hour.

If this option value is set to false the log file is not segmented. If the current log segment exceeds
the size set by this option, WFM Builder closes the file and creates a new one. WFM Builder ignores
this option if the log output is not configured to be sent to a log file.

The valid values are described, as follows:

• false—No segmentation is allowed.

• [number] or [number] KB—Sets the maximum segment size, in kilobytes. The minimum segment size
is 100 KB.
• [number] MB—Sets the maximum segment size, in megabytes.
• [number] hr—Sets the number of hours for the segment to stay open. The minimum number is 1 hour.

standard
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type of which applications will send the log events of the Standard level. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

The log output types must be separated by a comma when more than one output is configured. For
example: standard = stderr, network

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Workforce Management 34
Daemon Log Section

trace
Default Value: " " (string)
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the output type to which applications send Trace and Standard level log events. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

Log outputs must be separated by a comma when more than one output is configured. For example,
trace = stderr, network.

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

verbose
Default Value: standard
Valid Values: all, debug, trace, standard, none, yes (= all), no (= none)
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not a log output is created and if it is, sets the minimum level of log events
generated. The log events levels, starting with the highest priority level, are Standard, Trace, and
Debug.

Workforce Management 35
Daemon Log Section

The valid values are described, as follows:

• all—All log events (that is, Standard, Trace, and Debug levels) are generated.
• debug—The same as all.
• trace—Log events of the Trace level and higher (that is, Standard, and Trace levels) are generated, but
log events of the Debug level are not generated.
• standard—Log events of the Standard level are generated, but log events of the Trace, and Debug
levels are not generated.
• none—No output is produced.

Workforce Management 36
Daemon Options Section

Options Section

• CharSet • pollTimer • TrackAhead

• NameOrder • ReportGenerationTimeout • TrackBack

CharSet
Default Value: No default value
Valid Values: Any standard character set value
Changes Take Effect: Immediately
Dependencies: None

Specifies the character set for Notifications. Set this option value if Notifications contain specific
locale characters that are not presented correctly in the message when received. For example, enter
x-sjis for the Japanese character set.

NameOrder
Default Value: 1
Valid Values: 1, 2, 3
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the order of first and last names when sending e-mail notifications.

• 1—First name is presented first.

• 2—Last name is presented first.
• 3—Last name is presented first and is separated from first name with a comma.

pollTimer
Default Value: 1
Valid Values: Any positive integer
Changes Take Effect: After restart
Dependencies: None

Workforce Management 37
Daemon Options Section

This option is mandatory.

Specifies how often (in minutes) WFM Daemon performs verification of data updates.

ReportGenerationTimeout
Default Value: 120
Valid Values: 1-1440
Changes Take Effect: After restart
Dependencies: None

Specifies the time (in minutes) after which a scheduled report task will be terminated, whether or not
report is finished. Use this option to control how long scheduled report tasks can run.

TrackAhead
Default Value: 0
Valid Values: Any integer, positive or negative
Changes Take Effect: After restart
Dependencies: TrackBack

This option is mandatory.

Specifies the number of days in advance of the current date that WFM Daemon requests data from
WFM Server. Relevant for any type of e-mail notification.

The value (specified in days) can be a negative number to specify any number of days in the past or
a positive number to specify any number of days in the future.

If a value of 0 is specified for both TrackAhead and TrackBack options, WFM Daemon tracks data
changes without date range limitations. If only one of these option values is set to 0, Daemon treats
it as an indicator of the current day.

TrackBack
Default Value: 0
Valid Values: Any integer, positive or negative
Changes Take Effect: After restart
Dependencies: TrackAhead

This option is mandatory.

Specifies the number of days back from the current date that WFM Daemon requests data from WFM
Server. Relevant for any type of e-mail notification.

The value (specified in days) can be a negative number to specify any number of days in the past or
a positive number to specify any number of days in the future.

Workforce Management 38
Daemon Options Section

If a value of 0 is specified for both TrackBack and TrackAhead options, WFM Daemon tracks data
changes without date range limitations. If only one of these option values is set to 0, Daemon treats
it as an indicator of the current day.

Workforce Management 39
Daemon Identity Section

Identity Section

• ApplicationType

ApplicationType
Default Value: WFMDaemon
Valid Values: WFMDaemon
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.1.3

Tip
This option is removed from the template and no longer used.

Specifies the Workforce Management component for this application.

Configure this option only if you are using an application of type ThirdPartyServer.

(Optional in Framework 8.x environments.)

Workforce Management 40
Daemon Client Section

Client Section

• SOAPTimeout

SOAPTimeout
Default Value: 60
Valid Values: Any positive integer
Changes Take Effect: After restart
Dependencies: None

This option is mandatory.

Specifies the number of seconds to wait for a response from WFM Server before the connection times
out.

Workforce Management 41
Daemon SMTP Section

SMTP Section

• AnonymousAccess • Host • timeout

• connectiontimeout • Password • User
• fromAddress • Port

AnonymousAccess
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not WFM Daemon sends anonymous emails. If this option value is set to true
WFM Daemon sends e-mails anonymously. If set to false WFM Daemon does not send e-mails
anonymously.

connectiontimeout
Default Value: 60 seconds
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.210.00

Specifies the time interval (in seconds) after which the connection between WFM Daemon and the
SMTP server times out.

fromAddress
Default Value: " " (string)
Valid Values: Any valid e-mail address
Changes Take Effect: Immediately
Dependencies: None

Specifies the FROM e-mail address that is presented to users receiving notifications.

Workforce Management 42
Daemon SMTP Section

Host
Default Value: " " (string)
Valid Values: Any valid host name
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the host name of machine where the SMTP server is located.

Password
Default Value: " " (string)
Valid Values: Any valid password
Changes Take Effect: Immediately
Dependencies: None

Specifies the password that is used when connecting to the SMTP server. Set this option only if SMTP
server requires connection authorization.

Port
Default Value: 25
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the SMTP server port number.

timeout
Default Value: 60 seconds
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.210.00

Specifies the time interval (in seconds) after which communication between WFM Daemon and the
SMTP server times out.

User
Default Value: " " (string)
Valid Values: Any valid username

Workforce Management 43
Daemon SMTP Section

Changes Take Effect: Immediately

Dependencies: None

Specifies the username that is used to connect to the SMTP server. Set this option only if SMTP server
requires connection authorization.

Workforce Management 44
Daemon Server Section

Server Section

• management-port

management-port
Default Value: None
Valid Values: Any positive integer
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.219.20

The management port can be optionally used for the internal consumption of observability-related
Prometheus-based metrics, for monitoring tools, and dashboards like in Grafana.

Important
The management port is unsecured and is intended for internal use only. For more
information, see Using WFM Prometheus metrics for monitoring & troubleshooting
section in the WFM administrator's guide.

Workforce Management 45
Data Aggregator Server Section

Data Aggregator
Options for this component are contained in the following configuration sections:

• auth • Options
• Client • Server
• Identity • trace
• Log

Tip
In the summary table(s) below, type in the Search box to quickly find options,
configuration sections, or other values, and/or click a column name to sort the table.
Click an option name to link to a full description of the option. Be aware that the
default and valid values are the values in effect with the latest release of the software
and may have changed since the release you have; refer to the full description of the
option to see information for earlier releases.

Power users: Download a CSV file containing default and valid values and
descriptions.

The following options are configured at the application level (in other words, on the application
object).

Section Option Default Changes Take Effect

auth provider wfm After restart
Client CfgServerRequestTimeout 10 Immediately
Client SOAPTimeout 90 Immediately
Identity ApplicationType WFMDataAggregator Immediately
Log all " " (string) Immediately
Log buffering false Immediately
Log debug " " (string) Immediately
Log expire false Immediately
Log keep-startup-file false After restart
Log messagefile wfmdataaggregator.lms Immediately
Log segment false Immediately
Log standard stdout Immediately
Log trace " " (string) Immediately
Section Option Default Changes Take Effect

Workforce Management 46
Data Aggregator Server Section

Section Option Default Changes Take Effect

Log verbose standard Immediately
Log x-DBWriterTrace No default value Immediately
Log x-json-log "" (empty string) After restart
Log x-json-log.archive No default value After restart
Log x-json-log.compress No default value After restart
Log x-json-log.flush true After restart
x-json-
Log -1 After restart
log.MaxLogRecordSize
Log x-json-log.purgeAge "" (empty string) After restart
Log x-json-log.purgeCount "" (empty string) After restart
Log x-json-log.rotateOnOpen false After restart
Log x-json-log.rotation no default value After restart
Log x-json-log.times utc After restart
Log x-LogAgentEventTrace No default value Immediately
x-
Log No default value Immediately
LogConfigServerConnectionTrace
Log x-LogConfigServerTrace No default value Immediately
Log x-LogWFMServerTrace No default value Immediately
Options DBDumpFile No default value Immediately
Options HandleTimeWriteBack No default value Immediately
Options MonitorStatThreadActivityTimeout
0 Immediately
Options ReasonCodeKeyName <ReasonCode> Immediately
Options ReasonCodeWaitTime 15 Immediately
Options ScheduleLookAheadMinutesNo default value Immediately
Options SynchronizeUnassignedAgents
true Immediately
Server management-port None After restart
Server OLEDB_Provider SQLOLEDB After restart
trace exporter.ostream.enable false After restart
trace exporter.otlp_grpc.enable false After restart
⯑'"`UNIQ--
trace exporter.otlp_grpc.endpointnowiki-0000000B- After restart
QINU`"'⯑
trace exporter.otlp_grpc.ssl_credentials_cacert_as_string
"" After restart
trace exporter.otlp_grpc.ssl_credentials_cacert_path
"" After restart
trace exporter.otlp_grpc.timeout 10s After restart
trace exporter.otlp_grpc.use_ssl_credentials
false After restart
Section Option Default Changes Take Effect

Workforce Management 47
Data Aggregator auth Section

auth Section

• provider

provider
Default Value: wfm
Valid Values: " ", wfm
Changes Take Effect: After restart
Dependencies: See Important note in this option
Introduced: 8.5.214.06

Specifies the provider that performs WFM user authentication.

If this option value is set to:

• " " (empty string)—WFM Server SOAP API authenticates WFM users.
• wfm—WFM Server REST API (on-premises) authenticates WFM users.

Important
If this option is set in one WFM Application, it must be set in all of them (WFM Web,
WFM Server, WFM Builder, WFM Data Aggregator).

Workforce Management 48
Data Aggregator Log Section

Log Section

• all • verbose • x-json-log.rotateOnOpen

• buffering • x-DBWriterTrace • x-json-log.rotation
• debug • x-json-log • x-json-log.times
• expire • x-json-log.archive • x-LogAgentEventTrace
• keep-startup-file • x-json-log.compress • x-
LogConfigServerConnectionTrace
• messagefile • x-json-log.flush
• x-LogConfigServerTrace
• segment • x-json-log.MaxLogRecordSize
• x-LogWFMServerTrace
• standard • x-json-log.purgeAge
• trace • x-json-log.purgeCount

all
Default Value: " " (string)
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of all levels (Standard, Trace, and
Debug). The log output types must be separated by a comma when more than one output is
configured. For example: all = stdout, logfile.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables applications to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server, nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is

Workforce Management 49
Data Aggregator Log Section

created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

buffering
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether operating system file buffering is enabled or disabled. The option is applicable only
to the stderr and stdout output types.

Setting this option to true enables buffering and increases the output performance. When buffering
is enabled, there might be a delay before log messages appear at the console. Setting this option to
false disables buffering.

debug
Default Value: " " (string)
Valid Values: stdout, stderr, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of the Debug level and higher (that
is, Standard, Interaction, Trace, and Debug levels).

The log output types must be separated by a comma when more than one output is configured. For
example: debug = stderr, /usr/local/genesys/logfile.

Debug-level log events are never sent to Message Server or stored in the Log database.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output (stderr).
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.

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• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

expire
Default Value: false
Valid Values: false, [number], [number] file, [number] day
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not log files expire and if they do, sets the expiration mode for old segments and
the maximum number of files (segments) or days before the files are removed. The number stored
cannot be:

• Less than 1 file or 1 day

• More than 100 files or 100 days.

Setting this option value to false indicates that files do not expire. This option is
ignored if the log output is not configured to be sent to a log file.

Tip
If you set this option value incorrectly (out of the range of valid values) WFM
automatically resets it to 10.

The valid values are described as follows:

• false—No expiration; all generated segments are stored.

• [number] or [number] file—Sets the maximum number of log files to store. Specify a number from
1-100.
• [number] day—Sets the maximum number of days before log files are deleted. Specify a number from
1-100.

keep-startup-file
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.210

Specifies whether WFM Data Aggregator keeps or deletes a startup segment of the log containing the
initial configuration options when it reaches the value in the expire option.

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If this option value is set to false, WFM Data Aggregator does not keep the startup segment of the
log.

If this option value is set to true, WFM Data Aggregator keeps a startup segment of the log. The size
of the segment equals the value of the segment option. The value <number> KB (kilobytes) or
<number> MB (megabytes) sets the maximum size for a startup segment of the log.

If this option value is set to true, the size of the initial segment is equal to the size of the regular log
segment, as defined by the segment option. The value of this option is ignored if segmentation is
turned off (that is, if the segment option value is set to false).

messagefile
Default Value: wfmdataaggregator.lms
Valid Values: wfmdataaggregator.lms
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name of the input file that stores application-specific log or error messages that might
be generated when WFM Builder communicates with other Genesys components. The only valid value
is wfmdataaggregator.lms.

segment
Default Value: false
Valid Values: false, [number], [number] KB, [number] MB, [number] hr
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not there is a segmentation limit for a log file and if there is, sets the increment
(KB, MB, or hours) and maximum size for the log file segment. The number cannot be less than 100
KB or one hour.

If this option value is set to false the log file is not segmented. If the current log segment exceeds
the size set by this option, WFM Builder closes the file and creates a new one. WFM Builder ignores
this option if the log output is not configured to be sent to a log file.

The valid values are described, as follows:

• false—No segmentation is allowed.

• [number] or [number] KB—Sets the maximum segment size, in kilobytes. The minimum segment size
is 100 KB.
• [number] MB—Sets the maximum segment size, in megabytes.
• [number] hr—Sets the number of hours for the segment to stay open. The minimum number is 1 hour.

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standard
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type of which applications will send the log events of the Standard level. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

The log output types must be separated by a comma when more than one output is configured. For
example: standard = stderr, network

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

trace
Default Value: " " (string)
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the output type to which applications send Trace and Standard level log events. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

Log outputs must be separated by a comma when more than one output is configured. For example,
trace = stderr, network.

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output

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enables an application to send log events of the Standard and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

verbose
Default Value: standard
Valid Values: all, debug, trace, standard, none, yes (= all), no (= none)
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not a log output is created and if it is, sets the minimum level of log events
generated. The log events levels, starting with the highest priority level, are Standard, Trace, and
Debug.

The valid values are described, as follows:

• all—All log events (that is, Standard, Trace, and Debug levels) are generated.
• debug—The same as all.
• trace—Log events of the Trace level and higher (that is, Standard, and Trace levels) are generated, but
log events of the Debug level are not generated.
• standard—Log events of the Standard level are generated, but log events of the Trace, and Debug
levels are not generated.
• none—No output is produced.

x-DBWriterTrace
Default Value: No default value
Valid Values: yes, no
Changes Take Effect: Immediately
Dependencies: None

Specifies that WFM Data Aggregator uses an additional logging to record how a statistic's records are

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Data Aggregator Log Section

being stored in the database.

When this option value is set to yes (true or 1), Data Aggregator uses additional logging option to
record how a statistic's records are being stored in the database.

x-json-log
Default Value: "" (empty string)
Valid Values: stdout, stderr, [filename with or without path]
Changes Take Effect: After restart
Introduced: 8.5.220.03

Enables the JSON logging for WFM servers, if not empty.

WFM now supports structured logging to the file containing one-line log records formatted in JSON
format. This facilitates easy integration with the centralized log aggregation and viewing systems,
like Grafana/Loki.

Important
The log level for structured logging is the same as for logging to a file and is defined by a regular verbose
option.

Important
All x-json-log configuration options are not included in the application template. You can configure them
manually.

Sample Configuration

[Log]
x-json-log = c:\logs\structured-log.log
x-json-log.rotation = 10 M
x-json-log.archive = timestamp
x-json-log.purgeCount = 10
x-json-log.purgeAge = 30 days
x-json-log.rotateOnOpen = true
x-json-log.compress = true
x-json-log.times = local
x-json-log.flush = false

x-json-log.archive
Default Value: No default value
Valid Values: number, timestamp

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Changes Take Effect: After restart

Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

The log file's archive mode.

Using the archive property, it is possible to specify how archived log files are named. The following
values for the archive property are supported:

• number: A number, starting with 0, is appended to the name of archived log files. The most recent
archived log file always has the number 0. For example, if the log file is named access.log, and if it
fulfils the rotation criteria, the file is renamed to access.log.0. If a file named access.log.0 already
exists, it is renamed to access.log.1.
• timestamp: A timestamp is appended to the log file name. For example, if the log file is named
access.log, and it fulfils the criteria for rotation, the file is renamed to access.log.20050802110300.

x-json-log.compress
Default Value: No default value
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

Enable or disable compression of archived files. Archived log files can be compressed using the gzip
compression method. Compressing can be controlled with the compress property.

The following values are supported:

• true: Compress archived log files.

• false: Do not compress archived log files.

x-json-log.flush
Default Value: true
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

Specifies whether messages are immediately flushed to the log file. Valid values are:

• true: Every message is immediately flushed to the log file (which may hurt application performance but
ensures that everything is in the log if there is a system crash).
• false: Messages are not immediately flushed to the log file and stay in the system file buffer for some
time.

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x-json-log.MaxLogRecordSize
Default Value: -1
Valid Values: any integer
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set.
Introduced: 8.5.220.03

Contains the maximum size in bytes for logging records.

The default value is -1 which means unlimited, but that is only if the logging level is "all" or "debug".
If the logging level is "trace" or "standard" then the default value is 10000 - that is because Genesys
log library does not accept messages larger than 10000 when the logging level is "trace" or
"standard".

x-json-log.purgeAge
Default Value: "" (empty string)
Valid Values:
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

Maximum age of an archived log file before it is purged. Archived log files can be automatically
purged, either if they reach a certain age, or if the number of archived log files reaches a given
maximum number. This is controlled by the purgeAge and x-json-log.purgeCount properties. The
purgeAge property can have the following values:

• <n> [seconds]: The maximum age is <n> seconds.

• <n> minutes: the maximum age is <n> minutes.
• <n> hours: The maximum age is <n> hours.
• <n> days: The maximum age is <n> days.
• <n> weeks: The maximum age is <n> weeks.
• <n> months: The maximum age is <n> months, where a month has 30 days.

x-json-log.purgeCount
Default Value: "" (empty string)
Valid Values: integer, none
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

Maximum number of archived log files before it is purged. The purgeCount property has an integer
value that specifies the maximum number of archived log files. If the number is exceeded, archived
log files are deleted, starting with the oldest. When none or empty string are supplied, they reset
purgeCount to none (no purging).

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x-json-log.rotateOnOpen
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

Specifies whether an existing log file should be rotated and archived when the file is opened. Valid
values are:

• true: The log file is rotated (and archived) when the channel is opened.
• false: (Default value) Log messages will be appended to an existing log file if the file exists (unless
other conditions for a rotation are met).

x-json-log.rotation
Default Value: no default value
Valid Values:
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

The log file's rotation strategy. Possible values:

• never: No log rotation

• [day,][hh]:mm: The file is rotated on specified day/time
• day - Day is specified as a long day name (Monday, Tuesday,...) or short day name (Mon, Tue,...)
• day can be omitted and when omitted, the log is rotated every day.

• hh - Valid hour range is 00-23.

• hour can be omitted, in which case log is rotated every hour.

• mm - Valid minute range is 00-59.

• minute must be specified.

• daily: The file is rotated daily.

• weekly: The file is rotated every seven days.
• monthly: The file is rotated every 30 days.
• <n> minutes: The file is rotated every <n> minutes, where <n> is an integer greater than zero.
• <n> hours: The file is rotated every <n> hours, where <n> is an integer greater than zero.
• <n> days: The file is rotated every <n> days, where <n> is an integer greater than zero.
• <n> weeks: The file is rotated every <n> weeks, where <n> is an integer greater than zero.
• <n> months: The file is rotated every <n> months, where <n> is an integer greater than zero and a

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Data Aggregator Log Section

month has 30 days.

• <n>: The file is rotated when its size exceeds <n> bytes.
• <n> K: The file is rotated when its size exceeds <n> Kilobytes.
• <n> M: The file is rotated when its size exceeds <n> Megabytes.

Important
For periodic log file rotations (daily, weekly, monthly, etc.), the date and time of log file creation or last
rotation are written to the first line of the log file.

x-json-log.times
Default Value: utc
Valid Values: utc, local
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.03

The log file's time mode. Using the 'times property, it is possible to specify time mode for the day/
time based rotation. The following values for the "times" property are supported:

• utc: Rotation strategy is based on UTC time (default).

• local: Rotation strategy is based on local time.

x-LogAgentEventTrace
Default Value: No default value
Valid Values: yes, no
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not Data Aggregator writes agent event data to a log file.

This option is used for debugging only.

x-LogConfigServerConnectionTrace
Default Value: No default value
Valid Values: yes, no
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not Data Aggregator writes Configuration Server connection data to a log file.

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This option is used for debugging only.

x-LogConfigServerTrace
Default Value: No default value
Valid Values: yes, no
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not Data Aggregator writes Configuration Server process data to a log file.

This option is used for debugging only.

x-LogWFMServerTrace
Default Value: No default value
Valid Values: yes, no
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not Data Aggregator writes WFM Server process data to a log file.

This option is used for debugging only.

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Data Aggregator Options Section

Options Section

• DBDumpFile • ReasonCodeKeyName • SynchronizeUnassignedAgents

• HandleTimeWriteBack • ReasonCodeWaitTime
• MonitorStatThreadActivityTimeout • ScheduleLookAheadMinutes

DBDumpFile
Default Value: No default value
Valid Values: Any valid filename
Changes Take Effect: Immediately
Dependencies: None

Specifies the file to which WFM Data Aggregator writes its current data if it loses its connection to the
database.

When Data Aggregator is restarted or the connection to the database is restored, it locates the dump
file, retrieves the data, writes it to the database, and then deletes the dump file. If you do not specify
a file name, the file is DBdump.dat located in \\...\Workforce Management\Data Aggregator.

HandleTimeWriteBack
Default Value: No default value
Valid Values: 0, integers from 1 to 12
Changes Take Effect: Immediately
Dependencies: None

When specified, enables Data Aggregator to transfer the handle time of the recent timestep to a
previous timestep and adjust the average handle time (AHT) value of the previous timestep when
there were no calls handled in the current timestep, but a handling time was registered.

This option prevents Data Aggregator from setting the AHT value to 0 for timesteps, in which agents
performed after-call work (ACW) for calls that occurred in a previous timestep.

If this option is set to a value between 1 and 12, Data Aggregator searches for the previous timestep
that is no further back than the specified option value and, in which at least one call was handled. If
Data Aggregator finds a timestep like this, it updates the AHT of that timestep to incorporate the
handle time registered during the recent timestep.

The value for this option determines the number of timesteps that WFM Data Aggregator searches

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Data Aggregator Options Section

back. Therefore, the ACW must occur within 12 timesteps, or 3 hours, after call completion. A value of
0 disables this option.

Important
Some calls are brief enough to be considered short-abandoned calls, but they begin
and end in different timesteps and thus require special handling to avoid skewing Call
Center data. WFM Data Aggregator can identify a call like this because the timestep
where it ends has an associated HandleTime statistic but no HandleVolume statistic.

WFM Data Aggregator uses the value of the HandleTimeWriteBack option when
searching for the beginning of a short-abandoned call like this, to adjust the prior
timestep where that call began. See Configuring Statistics for Activities in the
Workforce Management Web for Supervisors Help.

MonitorStatThreadActivityTimeout
Default Value: 0
Valid Values: 0, any integer greater than 20
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.208.01

Specifies the timeout interval (in minutes) after which Data Aggregator shuts down if it does not
detect Statistics thread activity.

If this option value is set to 0 (default), Data Aggregator does not shut down. The minimum timeout is
20, minutes.

ReasonCodeKeyName
Default Value: <ReasonCode>
Valid Values: Any valid reason-code key name
Changes Take Effect: Immediately
Dependencies: None

Specifies the reason-code (aux-code) key used in the enterprise. (You don't have to configure this
option if you do not use reason codes.)

Data Aggregator can process reason codes that come from hard and/or soft phones. To receive
reason codes from hard phones, or in a mixed hard/soft phone environment, set this option value to
<ReasonCode> in Genesys Administrator.

Tip

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Data Aggregator Options Section

You can use reason codes from hard phones only if you are using Stat Server 7.x.

ReasonCodeWaitTime
Default Value: 15
Valid Values: 2 - 600
Changes Take Effect: Immediately
Dependencies: None

Specifies how long, in seconds, Data Aggregator delays processing information during a timestep
while waiting for reason code information.

This parameter is useful when Stat Server and/or the network are busy enough to delay reason code
data.

Tip
Configure this option only if you are using a pre-6.5 release of Stat Server and are
using reason codes.

ScheduleLookAheadMinutes
Default Value: No default value
Valid Values: 1 - 1440
Changes Take Effect: Immediately
Dependencies: None

Specifies how many additional minutes of agent schedules should be loaded from WFM Server for
adherence calculations.

Use this option only in environment where agent schedules and configuration are updated
infrequently.

SynchronizeUnassignedAgents
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Discontinued: In release 8.5.200

Specifies whether or not WFM Data Aggregator synchronizes agents who are not assigned to any site.

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Important
This option is discontinued and no longer in use.

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Data Aggregator Client Section

Client Section

• CfgServerRequestTimeout • SOAPTimeout

CfgServerRequestTimeout
Default Value: 10
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the number of seconds Data Aggregator waits for a response from Configuration Server
before timing out.

Use this option when requesting the list of objects from Configuration Server for synchronization
purposes. Increase the value in configurations with a high number of objects or slow network
connections.

SOAPTimeout
Default Value: 90
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the number of seconds before the SOAP connection times out.

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Data Aggregator Identity Section

Identity Section

• ApplicationType

ApplicationType
Default Value: WFMDataAggregator
Valid Values: WFMDataAggregator
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.1.3

Tip
This option is removed from the template and no longer used.

Specifies the Workforce Management component for this application.

Configure this option only if you are using an application of type ThirdPartyServer.

(Optional in Framework 8.x environments.)

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Data Aggregator Server Section

Server Section

• management-port • OLEDB_Provider

management-port
Default Value: None
Valid Values: Any positive integer
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.219.16

The management port can be optionally used for the internal consumption of observability-related
Prometheus-based metrics, for monitoring tools, and dashboards like in Grafana.

Important
The management port is unsecured and is intended for internal use only. For more
information, see Using WFM Prometheus metrics for monitoring & troubleshooting
section in the WFM administrator's guide.

OLEDB_Provider
Default Value: SQLOLEDB
Valid Values: SQLOLEDB, SQLNCLI11, MSOLEDBSQL
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.000.00

Specifies the name of the MS OLE DB driver that will be used for the connections between WFM Data
Aggregator and the MS SQL database.

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trace Section
WFM now fully supports distributed tracing of the HTTP requests using Open Telemetry protocol
(OTLP). All HTTP requests now propagate OTLP tracing headers. The corresponding request trace_id
and span_id are also logged in the logs for tracking and integration purposes. All WFM backend
servers can also be configured to export traces via OTLP gRPC exporter. This facilitates easy
integration with the distributed tracing collection and visualization systems, like Grafana/Tempo.

The OTLP gRPC trace exporter can optionally be enabled by setting the application
optionexporter.otlp_grpc.enable to true.

• exporter.ostream.enable • exporter.otlp_grpc.ssl_credentials_cacert_as_string
• exporter.otlp_grpc.use_ssl_credentials
• exporter.otlp_grpc.enable • exporter.otlp_grpc.ssl_credentials_cacert_path
• exporter.otlp_grpc.endpoint • exporter.otlp_grpc.timeout

exporter.ostream.enable
Default Value: false
Valid Values: false, true
Changes Take Effect: After restart
Introduced: 8.5.220

Enables or disables a trace exporter to the logs in a human-readable format for debugging purposes.

exporter.otlp_grpc.enable
Default Value: false
Valid Values: false, true
Changes Take Effect: After restart
Introduced: 8.5.220

Enables or disables the OTLP gRPC trace exporter.

The OTLP gRPC exported connection information can be configured by either setting environment
variables as described at OpenTelemetry Protocol Exporter or by setting the corresponding
exporter.otlp_grpc application options.

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exporter.otlp_grpc.endpoint
Default Value:
Valid Values: any valid URL to OTLP gRPC exporter
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the target to which the exporter is going to send trace spans.

exporter.otlp_grpc.ssl_credentials_cacert_as_string
Default Value: ""
Valid Values: any valid path (string)
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the trusted certificate as a string to use when verifying a server’s TLS credentials. Could be
used instead of the exporter.otlp_grpc.ssl_credentials_cacert_path option. Should only be used for a
secure connection.

exporter.otlp_grpc.ssl_credentials_cacert_path
Default Value: ""
Valid Values: any valid path (string)
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the path to the trusted certificate to use when verifying a server’s TLS credentials. Should
only be used for a secure connection.

exporter.otlp_grpc.timeout
Default Value: 10s
Valid Values: <n>s, <n>m
Changes Take Effect: After restart
Introduced: 8.5.220

Specifies the maximum time the OTLP exporter will wait for each batch export.

exporter.otlp_grpc.use_ssl_credentials
Default Value: false
Valid Values: false, true
Changes Take Effect: After restart
Introduced: 8.5.220

Enables or disables using the SSL credentials in connection with the OTLP gRPC trace exporter.

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WFM Server trace Section

WFM Server
The WFM Server CD or IP contains two component applications: WFM Server and WFM Server ETL.
This page summarizes the WFM Server configuration options. For a summary of the options
configured on the WFM Server ETL application, see WFM Server ETL.

Options for this component are contained in the following configuration sections:

• auth • Log
• CalendarService • PerformanceService
• Client • ScheduleService
• ConfigService • Server
• ForcastService • task
• ForecastService • trace
• Identity

Tip
In the summary table(s) below, type in the Search box to quickly find options,
configuration sections, or other values, and/or click a column name to sort the table.
Click an option name to link to a full description of the option. Be aware that the
default and valid values are the values in effect with the latest release of the software
and may have changed since the release you have; refer to the full description of the
option to see information for earlier releases.

Power users: Download a CSV file containing default and valid values and
descriptions.

The following options are configured at the application level (in other words, on the application
object).

Section Option Default Changes Take Effect

auth provider "" After restart
auth roles.administrator " " (empty string) Immediately
auth roles.administrator.default " " (empty string) Immediately
auth roles.supervisor " " (empty string) Immediately
auth roles.supervisor.default " " (empty string) Immediately
CalendarService AdjustCarryOverByBonus false Immediately
Section Option Default Changes Take Effect

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WFM Server trace Section

Section Option Default Changes Take Effect

CalendarService AutoCarryOverCalculationOffsetDays
183 Immediately
CalendarService AutoPublishTimeOffToSchedule
0 Immediately
CalendarService BatchRequest true Immediately
CalendarService BiddingTimeout 10 Immediately
CalendarService CalendarOverScheduleData0 Immediately
CalendarService CarryOverTimeout 1440 Immediately
CalendarService DetermineFullDayTimeOffStartEndPaidHours
false Immediately
CalendarService HideMessagesForNotWorkingAgents
false Immediately
CalendarService MaxAuditReports No default value Immediately
CalendarService MealsDuringTimeOff 0 Immediately
CalendarService OffloadWaitlistedRequests false Immediately
CalendarService PreventTimeOffNoAvailability
0 Immediately
CalendarService WaitlistLookBackDays 7 After restart
CalendarService WaitlistTimeout 30 Immediately
Client CfgServerRequestTimeout 15 Immediately
Client SOAPTimeout 60 Immediately
ConfigService AcceptZeroSkillLevel true Immediately
ConfigService CacheLifespan No default value Immediately
ConfigService CachePreloadTimeout No default value Immediately
ConfigService LocalTimezones false Immediately
ConfigService MaxCacheSize No default value Immediately
ConfigService MinCacheSize No default value Immediately
ConfigService MSARestrictAccess false Immediately
ConfigService RestoreTerminatedAgents true Immediately
ConfigService SynchronizationAllowZeroSkillLevel
true Immediately
ConfigService SynchronizationCheckUpdatesTimeoutSec
60 Immediately
ConfigService SynchronizationLevel 2 Immediately
ConfigService SynchronizationTimeout 0 Immediately
ForcastService ServiceLevelMethod 0 Immediately
ForcastService SplitBySchedule on Immediately
ForecastService ForecastTimestep 15 Immediately
ForecastService MaxScenarioCacheSize No default value Immediately
ForecastService ServiceLevelMethod 0
ForecastService SplitBySchedule off Immediately
Identity ApplicationType WFMServer Immediately
Log all stdout Immediately
Section Option Default Changes Take Effect

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Section Option Default Changes Take Effect

Log buffering false Immediately
Log debug " " (string) Immediately
Log expire false Immediately
Log keep-startup-file false After restart
Log messagefile wfmserver.lms Immediately
Log segment false Immediately
Log standard stdout Immediately
Log trace " " (string) Immediately
Log verbose standard Immediately
Log x-json-log "" (empty string) After restart
Log x-json-log.archive No default value After restart
Log x-json-log.compress No default value After restart
Log x-json-log.flush true After restart
x-json-
Log -1 After restart
log.MaxLogRecordSize
Log x-json-log.purgeAge "" (empty string) After restart
Log x-json-log.purgeCount "" (empty string) After restart
Log x-json-log.rotateOnOpen false After restart
Log x-json-log.rotation no default value After restart
Log x-json-log.times No default value After restart
x-
Log No default value Immediately
LogSynchronizationTrace
PerformanceService MaxActivityDays 25,000 Immediately
PerformanceService NoCallsServiceLevel 0 Immediately
PerformanceService RecalculateForecastStaffingfalse Immediately
ScheduleService AutoCleanupTimeout 0 (disabled) Immediately
ScheduleService CacheLifespan No default value Immediately
ScheduleService CachePreloadDayChunks No default value Immediately
ScheduleService CachePreloadMaxDays No default value Immediately
ScheduleService CachePreloadTimeout No default value Immediately
ScheduleService MaxAuditReports No default value Immediately
ScheduleService MaxCacheSize No default value Immediately
ScheduleService MaxScenarioCacheSize No default value Immediately
ScheduleService MinCacheSize No default value Immediately
ScheduleService OvertimeMode 0 Immediately
ScheduleService ProcessOvertimeTimeout 0 Immediately
ScheduleService RestoreMode 0 Immediately
Section Option Default Changes Take Effect

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Section Option Default Changes Take Effect

ScheduleService SplitCoverage true Immediately
ScheduleService SplitMode 0 Immediately
ScheduleService SplitMS false Immediately
ScheduleService TradePreprocessingEnabledfalse
Server LOBCursorLocation 3 Immediately
Server management-port None After restart
Server MaxThreadPoolSize 80 Immediately
Server MinThreadPoolSize 8 Immediately
Server OLEDB_Provider SQLOLEDB After restart
Server Proxy " " (string) Immediately
Server SessionTimeout 10 Immediately
Server ThreadPoolDownsizeTimeout
15m Immediately
Server ThreadPoolUpsizeTimeout 10s Immediately
Server tzdb 1, 0 (see description) Immediately
Server tz_mode iana After restart
Server VirtualDirectory No default value
Server webevents 0 After restart
task sub.enable false After restart
trace exporter.ostream.enable false After restart
trace exporter.otlp_grpc.enable false After restart
⯑'"`UNIQ--
trace exporter.otlp_grpc.endpointnowiki-0000000B- After restart
QINU`"'⯑
trace exporter.otlp_grpc.ssl_credentials_cacert_as_string
"" After restart
trace exporter.otlp_grpc.ssl_credentials_cacert_path
"" After restart
trace exporter.otlp_grpc.timeout 10s After restart
trace exporter.otlp_grpc.use_ssl_credentials
false After restart
Section Option Default Changes Take Effect

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WFM Server auth Section

auth Section

• provider • roles.administrator.default • roles.supervisor.default

• roles.administrator • roles.supervisor

provider
Default Value: ""
Valid Values: "", wfm
Changes Take Effect: After restart
Dependencies: [Server] tzdb. See Important note in this option
Introduced: 8.5.214.08

Specifies the provider that performs WFM user authentication.

If this option value is set to:

• "" (empty string)—WFM Server SOAP API authenticates WFM users.

• wfm—WFM Server REST API (on-premises) authenticates WFM users. Such configuration influences
default value of tzdb option which controls time zones usage.

Important
When you see "" (empty string), this indicates that the option Value field should be
left blank. Also, if this option is set in one WFM Application, it must be set in all of
them (WFM Web, WFM Server, WFM Builder, WFM Data Aggregator).

roles.administrator
Default Value: " " (empty string)
Valid Values: A string of characters
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.218.

Specifies a comma-separated list of Genesys role names. (Do not add spaces between list items.)
Users who are assigned any of these roles are designated as Administrators when they are auto-

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imported into the WFM database.

roles.administrator.default
Default Value: " " (empty string)
Valid Values: A string of characters
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.218.

Specifies the name of WFM role that is assigned to the newly auto-imported administrator, if the
user’s Genesys role is not explicitly mapped to the WFM role.

roles.supervisor
Default Value: " " (empty string)
Valid Values: A string of characters
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.218.

Specifies a comma-separated list of Genesys role names. (Do not add spaces between list items.)
Users who are assigned any of these roles are designated as a supervisor when they are auto-
imported into the WFM database.

roles.supervisor.default
Default Value: " " (empty string)
Valid Values: A string of characters
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.218.

Specifies the name of WFM role that is assigned to any newly auto-imported supervisor, if the user’s
Genesys role is not explicitly mapped to the WFM role.

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Log Section

• all • standard • x-json-log.MaxLogRecordSize

• buffering • trace • x-json-log.purgeAge
• debug • verbose • x-json-log.purgeCount
• expire • x-json-log • x-json-log.rotateOnOpen
• keep-startup-file • x-json-log.archive • x-json-log.rotation
• messagefile • x-json-log.compress • x-json-log.times
• segment • x-json-log.flush • x-LogSynchronizationTrace

all
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of all levels (Standard, Trace, and
Debug).

The log output types must be separated by a comma when more than one output is configured. For
example: all = stdout, logfile.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables applications to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server, nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

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Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

buffering
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether operating system file buffering is enabled or disabled. The option is applicable only
to the stderr and stdout output types.

Setting this option to true enables buffering and increases the output performance. Setting this
option to false disables buffering.

When buffering is enabled, there might be a delay before log messages appear at the console.

debug
Default Value: " " (string)
Valid Values: stdout, stderr, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of the Debug level and higher (that
is, Standard, Interaction, Trace, and Debug levels).

The log output types must be separated by a comma when more than one output is configured. For
example: debug = stderr, /usr/local/genesys/logfile.

Debug-level log events are never sent to Message Server or stored in the Log database.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output (stderr).
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is

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created in the application's working directory.

expire
Default Value: false
Valid Values: false, [number], [number] file, [number] day
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not log files expire and if they do, sets the expiration mode for old segments and
the maximum number of files (segments) or days before the files are removed. The number stored
cannot be:

• Less than 1 file or 1 day

• More than 100 files or 100 days.

Setting this option value to false indicates that files do not expire. This option is
ignored if the log output is not configured to be sent to a log file.

Tip
If you set this option value incorrectly (out of the range of valid values) WFM
automatically resets it to 10.

The valid values are described as follows:

• false—No expiration; all generated segments are stored.

• [number] or [number] file—Sets the maximum number of log files to store. Specify a number from
1-100.
• [number] day—Sets the maximum number of days before log files are deleted. Specify a number from
1-100.

keep-startup-file
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.210

Specifies whether WFM Server keeps or deletes a startup segment of the log containing the initial
configuration options when it reaches the value in the expire option.

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If this option value is set to false, WFM Server ignores this option and does not keep the startup
segment of the log.

If this option value is set to true, WFM Server keeps a startup segment of the log. The size of the
segment equals the value of the segment option. The value <number> KB (kilobytes) or <number>
MB (megabytes) sets the maximum size for a startup segment of the log.

If this option value is set to true, the size of the initial segment is equal to the size of the regular log
segment, as defined by the segment option. The value of this option is ignored if segmentation is
turned off (that is, if the segment option value is set to false).

messagefile
Default Value: wfmserver.lms
Valid Values: wfmserver.lms
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name of the input file that stores application-specific log or error messages that might
be generated when WFM Server communicates with other Genesys components.

The only valid value is wfmserver.lms

segment
Default Value: false
Valid Values: false, [number], [number] KB, [number] MB, [number] hr
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not there is a segmentation limit for a log file and if there is, sets the increment
(KB, MB, or hours) and maximum size for the log file segment. The number cannot be less than 100
KB or one hour.

If this option value is set to false the log file is not segmented. If the current log segment exceeds
the size set by this option, WFM Server closes the file and creates a new one. If the log output is not
configured to be sent to a log file, WFM Server ignores this option.

The valid values are described, as follows:

• false—No segmentation is allowed.

• [number] or [number] KB—Sets the maximum segment size, in kilobytes. The minimum segment size
is 100 KB.
• [number] MB—Sets the maximum segment size, in megabytes.
• [number] hr—Sets the number of hours for the segment to stay open. The minimum number is 1 hour.

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standard
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type of which applications will send the log events of the Standard level. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

The log output types must be separated by a comma when more than one output is configured. For
example: standard = stderr, network

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

trace
Default Value: " " (string)
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the output type to which applications send Trace and Standard level log events. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

Log outputs must be separated by a comma when more than one output is configured. For example,
trace = stderr, network.

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.

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• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

verbose
Default Value: standard
Valid Values: all, debug, trace, standard, none, yes (= all), no (= none)
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not a log output is created and if it is, sets the minimum level of log events
generated. The log events levels, starting with the highest priority level, are Standard, Trace, and
Debug.

The valid values are described, as follows:

• all—All log events (that is, Standard, Trace, and Debug levels) are generated.
• debug—The same as all.
• trace—Log events of the Trace level and higher (that is, Standard, and Trace levels) are generated, but
log events of the Debug level are not generated.
• standard—Log events of the Standard level are generated, but log events of the Trace, and Debug
levels are not generated.
• none—No output is produced.

x-json-log
Default Value: "" (empty string)
Valid Values: stdout, stderr, [filename with or without path]
Changes Take Effect: After restart
Introduced: 8.5.220.08

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WFM Server Log Section

Enables the JSON logging for WFM servers, if not empty.

WFM now supports structured logging to the file containing one-line log records formatted in JSON
format. This facilitates easy integration with the centralized log aggregation and viewing systems,
like Grafana/Loki.

Important
The log level for structured logging is the same as for logging to a file and is defined by a regular verbose
option.

Important
All x-json-log configuration options are not included in the application template. You can configure them
manually.

Sample Configuration

[Log]
x-json-log = c:\logs\structured-log.log
x-json-log.rotation = 10 M
x-json-log.archive = timestamp
x-json-log.purgeCount = 10
x-json-log.purgeAge = 30 days
x-json-log.rotateOnOpen = true
x-json-log.compress = true
x-json-log.times = local
x-json-log.flush = false

x-json-log.archive
Default Value: No default value
Valid Values: number, timestamp
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

The log file's archive mode.

Using the archive property, it is possible to specify how archived log files are named. The following
values for the archive property are supported:

• number: A number, starting with 0, is appended to the name of archived log files. The most recent
archived log file always has the number 0. For example, if the log file is named access.log, and if it
fulfils the rotation criteria, the file is renamed to access.log.0. If a file named access.log.0 already
exists, it is renamed to access.log.1.

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WFM Server Log Section

• timestamp: A timestamp is appended to the log file name. For example, if the log file is named
access.log, and it fulfils the criteria for rotation, the file is renamed to access.log.20050802110300.

x-json-log.compress
Default Value: No default value
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

Enable or disable compression of archived files. Archived log files can be compressed using the gzip
compression method. Compressing can be controlled with the compress property.

The following values are supported:

• true: Compress archived log files.

• false: Do not compress archived log files.

x-json-log.flush
Default Value: true
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

Specifies whether messages are immediately flushed to the log file. Valid values are:

• true: Every message is immediately flushed to the log file (which may hurt application performance but
ensures that everything is in the log if there is a system crash).
• false: Messages are not immediately flushed to the log file and stay in the system file buffer for some
time.

x-json-log.MaxLogRecordSize
Default Value: -1
Valid Values: any integer
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

Contains the maximum size in bytes for logging records.

The default value is -1 which means unlimited, but that is only if the logging level is "all" or "debug".
If the logging level is "trace" or "standard" then the default value is 10000 - that is because Genesys
log library does not accept messages larger than 10000 when the logging level is "trace" or
"standard".

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x-json-log.purgeAge
Default Value: "" (empty string)
Valid Values:
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

Maximum age of an archived log file before it is purged. Archived log files can be automatically
purged, either if they reach a certain age, or if the number of archived log files reaches a given
maximum number. This is controlled by the purgeAge and x-json-log.purgeCount properties. The
purgeAge property can have the following values:

• <n> [seconds]: The maximum age is <n> seconds.

• <n> minutes: the maximum age is <n> minutes.
• <n> hours: The maximum age is <n> hours.
• <n> days: The maximum age is <n> days.
• <n> weeks: The maximum age is <n> weeks.
• <n> months: The maximum age is <n> months, where a month has 30 days.

x-json-log.purgeCount
Default Value: "" (empty string)
Valid Values: integer, none
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

Maximum number of archived log files before it is purged. The purgeCount property has an integer
value that specifies the maximum number of archived log files. If the number is exceeded, archived
log files are deleted, starting with the oldest. When none or empty string are supplied, they reset
purgeCount to none (no purging).

x-json-log.rotateOnOpen
Default Value: false
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

Specifies whether an existing log file should be rotated and archived when the file is opened. Valid
values are:

• true: The log file is rotated (and archived) when the channel is opened.

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WFM Server Log Section

• false: (Default value) Log messages will be appended to an existing log file if the file exists (unless
other conditions for a rotation are met).

x-json-log.rotation
Default Value: no default value
Valid Values:
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

The log file's rotation strategy. Possible values:

• never: No log rotation

• [day,][hh]:mm: The file is rotated on specified day/time
• day - Day is specified as a long day name (Monday, Tuesday,...) or short day name (Mon, Tue,...)
• day can be omitted and when omitted, the log is rotated every day.

• hh - Valid hour range is 00-23.

• hour can be omitted, in which case log is rotated every hour.

• mm - Valid minute range is 00-59.

• minute must be specified.

• daily: The file is rotated daily.

• weekly: The file is rotated every seven days.
• monthly: The file is rotated every 30 days.
• <n> minutes: The file is rotated every <n> minutes, where <n> is an integer greater than zero.
• <n> hours: The file is rotated every <n> hours, where <n> is an integer greater than zero.
• <n> days: The file is rotated every <n> days, where <n> is an integer greater than zero.
• <n> weeks: The file is rotated every <n> weeks, where <n> is an integer greater than zero.
• <n> months: The file is rotated every <n> months, where <n> is an integer greater than zero and a
month has 30 days.
• <n>: The file is rotated when its size exceeds <n> bytes.
• <n> K: The file is rotated when its size exceeds <n> Kilobytes.
• <n> M: The file is rotated when its size exceeds <n> Megabytes.

Important
For periodic log file rotations (daily, weekly, monthly, etc.), the date and time of log file creation or last
rotation are written to the first line of the log file.

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x-json-log.times
Default Value: No default value
Valid Values: true, false
Changes Take Effect: After restart
Dependencies: Used if x-json-log option is set
Introduced: 8.5.220.08

Enable or disable compression of archived files. Archived log files can be compressed using the gzip
compression method. Compressing can be controlled with the compress property. The following
values are supported:

• true: Compress archived log files.

• false: Do not compress archived log files.

x-LogSynchronizationTrace
Default Value: No default value
Valid Values: yes, no
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not WFM Server writes Configuration Server synchronization data to a log file.

This option is used for debugging only.

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ForecastService Section

• ForecastTimestep • ServiceLevelMethod
• MaxScenarioCacheSize • SplitBySchedule

ForecastTimestep
Default Value: 15
Valid Values: 15, 30, 60
Changes Take Effect: Immediately
Dependencies: None

Specifies the step (in minutes) used in the Predictive algorithm. For example, if the step is 60, then all
values (that is, four values, each representing a 15-minute timestep) in the 60-minute interval will be
filled with the same predicted value.

This step is usually matched with historical data used in the Prediction timestep.

Use values (in minutes):

• 15, 30, 60 for Expert Average Engine

• 15, 60 for Universal Modeling Engine

MaxScenarioCacheSize
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum size (in megabytes [MB]) of the Forecast Scenario cache.

Setting this value to null means the size is unlimited.

ServiceLevelMethod
Default Value: 0
Valid Values: 0, 1

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WFM Server ForecastService Section

Changes Take Effect:

Dependencies: None
Introduced: 8.5.207

Specifies whether Service Level should be calculated from the number of interactions distributed or
from the number of interactions offered, taking into account abandoned interactions.

The default value 0 indicates that Service Level is calculated, based on the number of interactions
distributed. To include abandoned interactions, set the value to 1.

Tip
This option is not included in the template by default. You must create it yourself.
Create this option if you want to include abandoned interactions (value set to 1). If you do not create this
option, WFM functions as though you have set the value to 0.

For instructions about how to create new options, see Creating New Configuration
Sections and Options.

SplitBySchedule
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.003.28

Specifies whether the volume-splitting algorithm determines agent availability for activities, based on
the Master Schedule.

When this option value is set to on (enabled), the volume-splitting algorithm considers the existing
Master Schedule to establish when, and on what activities agents are available. On days when
there is no Master Schedule, the splitting algorithm considers agent availability for activities in the
usual way.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

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PerformanceService Section

• MaxActivityDays • NoCallsServiceLevel • RecalculateForecastStaffing

MaxActivityDays
Default Value: 25,000
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum cost of performance-related and forecast-related data that can be returned
by WFM Server, preventing WFM Server from becoming overloaded when processing large amounts
of data.

This option value represents Activity Days. For example, a request for 50 activities over a 31-day
period would require 1550 Activity Days.

If the request requirement exceeds the MaxActivityDays option limit, then WFM Server returns this
message: Specified date range is too long for selected target. Please select different target or a
shorter date range.

The default value is based on a typical customer configuration. You might need to adjust it,
depending on your installed hardware, user work pattern, or if the server is too slow or short of
memory when handling certain requests.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

NoCallsServiceLevel
Default Value: 0
Valid Values: 0, 100
Changes Take Effect: Immediately
Dependencies: None

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WFM Server PerformanceService Section

Specifies whether or not the WFM Web for Supervisors Performance view shows the service level as
0% or 100% when there are no incoming interactions.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

RecalculateForecastStaffing
Default Value: false
Valid Values: yes, no, true, false, y, n, 0, 1
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not WFM Server recalculates deferred activity forecast staffing.

If this option is set to true, WFM Server recalculates deferred activity forecast staffing, based on the
schedule, if there is one. When set to false, staffing is returned as saved in the WFM database.

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CalendarService Section

• AdjustCarryOverByBonus • CalendarOverScheduleData • MealsDuringTimeOff

• AutoCarryOverCalculationOffsetDays
• CarryOverTimeout • PreventTimeOffNoAvailability
• AutoPublishTimeOffToSchedule • DetermineFullDayTimeOffStartEndPaidHours
• WaitlistLookBackDays
• BatchRequest • HideMessagesForNotWorkingAgents
• WaitlistTimeout
• BiddingTimeout • MaxAuditReports • OffloadWaitlistedRequests

AdjustCarryOverByBonus
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Discontinued: In 8.5.100.24

Specifies an optional way to handle a bonus assignment that does not have a specified end date as a
balance adjustment, which is incorporated into hours that are carried over during the next carry over
interval.

When set to true, all assigned bonus time that does not have a specified end date is carried over to
the next configured carry-over date. The final number of carried-over hours remains subject to
maximum carry-over hours constraint.

The bonus expires after the carry-over date. Used hours are updated as they were before.

Important
This option is discontinued as the carry-over functionality is now an automated
process and works this way:

• In 8.5.1, WFM works as if this option value is set to true.

• Previous to 8.5.1, if the option value was set to false, and the agent did not use the
assigned bonus hours before the carry-over date, those hours might be lost.

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AutoCarryOverCalculationOffsetDays
Default Value: 183
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.100.05

Specifies the time delay (in days) after which WFM calculates the carry-over for time-off balances.

AutoPublishTimeOffToSchedule
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not Granted time off is published to an agent's schedules when he/she requests
time off.

The following valid values describe WFM’s response when agents request time off:

• 0—Feature is off.
• 1—Feature is on; a part-day time off cannot overlap exceptions.
• 2—Feature is on; a part-day time off deletes overlapped exceptions.

BatchRequest
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies how WFM Server processes multiple time-off requests submitted simultaneously by a single
agent.

If this option value is set to true, WFM Server processes these time-off items in one batch. If set to
false, WFM Server processes these time-off items one-by-one.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

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BiddingTimeout
Default Value: 10
Valid Values: Any positive integer, -1
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.5.207.09

Specifies the time, in minutes, between the Time-Off Bidding processes that handle Calendar bid
items.

Setting this option value to -1 turns this functionality off.

Tip
This option was removed in WFM Server 8.5.207.09. See WaitListTimeout to configure
similar WFM Server functionality.

CalendarOverScheduleData
Default Value: 0
Valid Values: 0, 1, 2, 3
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not Calendar data overlaps Schedule data when checking agent time-off
balances, enabling the resolution of conflicts between Granted or Preferred time-off items and
schedule data.

The valid values are described, as follows:

• 0—Disables the resolution functionality (do not overlap—default value).

• 1—Enables overlap of only Granted Calendar time-off and Schedule data.
• 2—Enables overlap of Granted and Preferred time-off.
• 3—Enables overlap of Granted and non-wait-listed Preferred time-off. These requests are counted
against an agent’s time-off balance and limits:
• All requests with the status Granted/Not Scheduled.
• Only wait-listed requests with the status Preferred/Not Scheduled.

CarryOverTimeout
Default Value: 1440
Valid Values: Any positive integer, -1
Changes Take Effect: Immediately

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Dependencies: None

Specifies the time interval (in minutes) between processes handling automatic carry-over for time-off
balances.

Setting this option value to -1 turns this functionality off.

DetermineFullDayTimeOffStartEndPaidHours
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not WFM Server uses the calculation algorithm for full-day time off start/end
time and paid hours.

If this option value is set to true when users add full-day time-off requests with unspecified start/end
times, WFM Server resolves the start/end times using the algorithm.

HideMessagesForNotWorkingAgents
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not to prevent WFM Web from displaying error messages when Calendar items
are set for agents who have been terminated or have not yet been hired.

Set this option value to true if you want to to prevent WFM Web from displaying error messages
when Calendar items are set for agents who have been terminated or have not yet been hired. Set
this option to false if you want to view error messages when Calendar items are set for agents who
have been terminated or have not yet been hired.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

MaxAuditReports
Default Value: No default value
Valid Values: Any positive integer
Changes Take Effect: Immediately

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Dependencies: None

Specifies the number of Audit reports that WFM builds at one time.

The recommended value for this option is 1. If you request a number of reports greater than the
number specified in this option, the additional reports go into a queue.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

MealsDuringTimeOff
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.003.25

Specifies whether or not Granted Part-Day Time-Off is automatically declined in the WFM Web
Calendar.

Setting this option value to 1 prevents Granted Part-Day Time-Off from being automatically declined
when the time-off item interferes with meals in available shifts. By default, this option is set to 0 and
WFM Server automatically declines Granted Part-Day Time-Off under these same conditions.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

PreventTimeOffNoAvailability
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately

Specifies whether or not an additional check is turned on or off for already-configured days off when
agents requests time off.

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The valid values are described, as follows:

• 0—The option is off.

• 1—Prevents agents from requesting time off for weekdays, when they have no Contract availability.
• 2—Same as described for the value 1, except weekdays when Contract non-availability is overwritten by
an open Granted availability interval. Also applies to dates with Granted no-availability preferences and
Granted day-off preferences and to days when agents have rotating days off according to their
assigned rotating schedule.

When this option is on:

• The agent receives an error message and the time-off item is not inserted into the calendar.
• The supervisor receives a warning message that can be overridden.

WaitlistLookBackDays
Default Value: 7
Valid Values: Any positive integer
Changes Take Effect: After restart
Introduced: 8.5.219.33

Specifies the number of days from current day to the past, for example, 7. The waitlist process looks
for time-off items only for the specified number of days in the past while processing.

WaitlistTimeout
Default Value: 30
Valid Values: Any positive integer, -1
Changes Take Effect: Immediately
Dependencies: None
Modified: 8.5.207.09

Specifies the interval (in minutes) between the processes handling time-off bidding and wait-listed
items.

Setting this option value to -1 turns this functionality off.

Tip
In WFM Server 8.5.207.09, the default value was changed to 30 (minutes) from 60
(minutes) and the description was changed to include time-off bidding items.

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OffloadWaitlistedRequests
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: WaitlistTimeout
Introduced: 8.5.220.08

When set to true, introduces optional offloading of the time-off requests for later offline processing
by the waitlist processing task. It allows freeing the WFM Server from the need for synchronous
processing of resource-expensive time-off requests at a time when multiple agents request time-offs
at the same time. Prior to version 8.5.220.08 or when the option is set to false, even when time-off
waitlisting is enabled, the WFM Server synchronously checks the validity of the time-off request
(including balance and limits) before waitlisting the request, which creates an avoidable load on the
server, all at the worst time. Enabling time-off offloading will waitlist eligible time-off requests
instantly and perform further time-off limits and balance validation offline during waitlist processing.

The OffloadWaitlistedRequests option has a dependency on the WaitlistTimeout option, which

must be enabled on at least one WFM Server.

When this option is disabled (by default), the time-off request would become waitlisted only if time-
off limits were reached and would be instantly granted or declined in all other cases (for example,
insufficient time-off balance). When this option is enabled, all time-off requests that can be waitlisted
are instantly waitlisted. The request status is resolved offline during the waitlist processing. The time-
off requests that were auto-declined during the waitlist processing are now allowed to be deleted by
the agent to make it possible for the agents to resubmit another time-off request on the same date.
The agents are still not allowed to delete the declined time-off request if it was declined by the
supervisor.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

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ScheduleService Section

• AutoCleanupTimeout • MaxCacheSize • SplitCoverage

• CacheLifespan • MaxScenarioCacheSize • SplitMode
• CachePreloadDayChunks • MinCacheSize • SplitMS
• CachePreloadMaxDays • OvertimeMode • TradePreprocessingEnabled
• CachePreloadTimeout • ProcessOvertimeTimeout
• MaxAuditReports • RestoreMode

AutoCleanupTimeout
Default Value: 0 (disabled)
Valid Values: Any positive integer, 0
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not WFM Server performs automatic schedule cleanup for terminated agents,
and specifies the time interval (in minutes) within which cleanup is done.

For example, setting this option value to 60 specifies that WFM Server automatically cleans up the
schedules of terminated agents every 60 minutes. Setting the value to 0 disables automatic schedule
cleanup by WFM Server.

Special Handling for Terminated Agents—The schedules of terminated agents will be deleted
from the Master Schedule only for dates that occur on or after the agents' termination dates.

Each running WFM Server cleans up terminated agent schedules only for those sites that are
assigned to this particular server in the Organization > Sites > Properties section of WFM Web. If
the server has no specific sites assigned to it, it will clean up all sites when automatic cleanup is
enabled.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

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CacheLifespan
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the length of time (in hours) that data remains in the Schedule cache without being
accessed. When this time period expires, the data is dropped from the cache.

A null value means the size is unlimited.

CachePreloadDayChunks
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: MinCacheSize

Specifies the chunk of days WFM loads when performing a schedule cache preload.

A null value means 14 days.

CachePreloadMaxDays
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: MinCacheSize

Specifies the number of days WFM preloads, starting from the current date.

WFM stops the preload if it reaches the value set in the MinCacheSize.

A null value means 365 days.

CachePreloadTimeout
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the amount of time WFM allows for preloading of data in the cache.

Data is preloaded up to the amount specified in MinCacheSize.

A null value means 180 minutes.

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MaxAuditReports
Default Value: No default value
Valid Values: Any positve integer
Changes Take Effect: Immediately
Dependencies: None

Specifies the number of Audit reports that can be built at one time.

The recommended value for this option is 1. If you request a number of reports greater than the
number specified in this option, the additional reports go into a queue.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

MaxCacheSize
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum size of the Schedule cache, in megabytes (MB).

MaxScenarioCacheSize
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum size of the Schedule Scenario cache, in megabytes (MB).

MinCacheSize
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the minimum size of the Schedule cache, in megabytes (MB).

The cache is preloaded up to the minimum size.

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OvertimeMode
Default Value: 0
Valid Values: 0,1
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.219.17

Enables the ability to accommodate added overtime for a scheduled shift substitution by preserving
the paid hours of the original shift plus any added overtime.

When this option is set to 1, overtime mode is enabled. WFM ensures that any overtime related shift
substitutions always preserve paid hours of the original shift plus added overtime.

First, WFM tries to find the shift that can accommodate added overtime and also complies with all
shift and shift items constraints. If such a shift is found, then WFM also reschedules all shift items.

If such a shift could not be found, or if the selected shift cannot maintain the paid hours of the
original shift, then WFM reverts back to the original shift with the existing shift items and only adds
the requested overtime. Some of the shift constraints are then relaxed in order to not disqualify the
overtime.

When this option is set to 0, this mode is disabled, and WFM may select a shift with different paid
hours than the original shift.

ProcessOvertimeTimeout
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.212

Specifies the timeout or interval between overtime bidding processes.

For example, if this option value is set to 1 (minimum acceptable value), automatic processing is
enabled and bids in the queue are processed every minute. If this option value is set to 0, automatic
processing of overtime bids is disabled.

RestoreMode
Default Value: 0
Valid Values: 0, 1
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.210

Specifies the schedule that will be restored from the Schedule Audit log when an existing full-day
Time-Off or Exception schedule is deleted.

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If this option value is set to 0 (default), WFM restores the Baseline Schedule from the log. If its
value is set to 1, WFM restores the Most Recent Schedule.

If this option is not specified, the current functionality is maintained.

SplitCoverage
Default Value: true
Valid Values: true or 1, false or 0
Changes Take Effect: Immediately
Dependencies: SplitMode and SplitMS

Specifies whether schedule coverage should be reported in fractional units in views and reports that
include this metric.

The possible values are:

• false or 0—Split coverage is not reported in fractional units, and the SplitMode configuration option is
ignored. For example, the agent is covering one activity per timestep.
• true or 1—Split coverage is reported in fractional units, and the SplitMode option is applied. For
example, if an agent is scheduled to cover three activities during a 15-minute interval, he will count
0.33 toward the coverage of each activity. The agent’s split coverage might not be always 0.33. It could
be 0.2, 0.8, or any other percentage, depending on the forecast staffing requirement, but the sum is
always equal to 1 for the 15-minute timestep.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

SplitMode
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Dependencies: SplitCoverage and SplitMS

This option becomes affective only when the SplitCoverage configuration option is set to true.

The three possible values determine the functionality of this feature, as follows:

• 0—The coverage split is calculated when the schedule is built or modified, and is stored along with the
schedule. This means that the coverage split does not change if you change the activity forecast
staffing requirement after the schedule is built. (You would have to rebuild the schedule to have any
effect on the coverage split.) Fractional coverage is not available for legacy schedules.

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Tip
The term legacy schedule refers to a schedule that was built with an older version of
WFM in which split coverage was not yet implemented.

• 1—The coverage split is calculated when the schedule is built, and is stored along with the schedule.
This setting is similar to SplitMode = 0. However, if you have a legacy schedule or a schedule created
with SplitCoverage = false, there is no coverage split stored within the schedule. The fractional
coverage is recalculated dynamically for that schedule only.
• 2—The coverage split is always calculated dynamically for all new and legacy schedules. If you change
the activity forecast staffing requirement after the schedule is built, the coverage split is adjusted
dynamically. This mode should not be used in production environments unless it is suggested by
Genesys, because it could have severe performance impact on WFM Server operations

Important
Genesys recommends you set the SplitMode option value to 0 in most environments
(in which there are no legacy schedules that require editing with split coverage
considerations).

This option is not included in the template by default. You must create it yourself. For instructions
about how to create new options, see Creating New Configuration Sections and Options.

SplitMS
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: SplitMode and SplitCoverage

Specifies whether or not WFM uses multi-skill splitting of schedule coverage.

If this option value is set to true, the coverage split in WFM Web is dynamically adjusted to maximize
multi-skill performance gain. It works on top of the obtained coverage.

If the SplitCoverage option is set to false, then the SplitMS option is ignored.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

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TradePreprocessingEnabled
Default Value: false
Valid Values: true, false
Changes Take Effect:
Dependencies: None
Introduced: 8.5.207

Specifies whether or not an external module is used to review schedule trades.

If this option value is set to true, an external module is used to auto-approve schedule trades. If this
option value is set to the default false WFM auto-approves schedule trades.

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to manually create options, see Creating New Configuration
Sections and Options.

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ConfigService Section

• AcceptZeroSkillLevel • MaxCacheSize • SynchronizationAllowZeroSkillLevel

• CacheLifespan • MinCacheSize • SynchronizationCheckUpdatesTimeoutSec
• CachePreloadTimeout • MSARestrictAccess • SynchronizationLevel
• LocalTimezones • RestoreTerminatedAgents • SynchronizationTimeout

AcceptZeroSkillLevel
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: SynchronizationLevel
Modified: 8.5.202.06
Discontinued: 8.5.211.00

Important
This option was removed in release 8.5.211.00. It was renamed in release 8.5.202.06.
For the complete option description, see SynchronizationAllowZeroSkillLevel.

CacheLifespan
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the amount of time (in hours) that data remains in the Configuration cache without being
accessed. After this interval, the data is dropped from the cache.

A null value means the size is unlimited.

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CachePreloadTimeout
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the time (in minutes) for preloading data in the cache. Data is preloaded up to the amount
specified in the MinCacheSize option.

A null value means 120 minutes.

LocalTimezones
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not WFM Server uses the local timezone.

If this option value is set to true, WFM Server interprets the timezone's Daylight Saving Time (DST)
settings from Configuration Server in the local timezone time, instead of the usual Coordinated
Universal Time (UTC).

Genesys recommends setting this option value to true, if the timezone DST rules in Configuration
Server is configured in local time, instead of the required UTC.

MaxCacheSize
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum size (in megabytes [MB]) of the Configuration cache.

MinCacheSize
Default Value: No default value
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the minimum size (in megabytes [MB]) of the Configuration cache.

The cache is preloaded up to the minimum size.

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MSARestrictAccess
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not users can access Multi-Site Activites (MSA).

When this option is set to true, users must have access to all Activities under MSA to view any multi-
site activity. When set to false users must have access to at least one Activity under MSA to view
multi-site activities (current functionality).

Tip
This option is not included in the template by default. You must create it yourself. For
instructions about how to create new options, see Creating New Configuration
Sections and Options.

RestoreTerminatedAgents
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.215.09
Modified: 8.5.219.11

Important
This option was changed to use a default value of “true” starting with WFM Server
8.5.219.11.

Specifies whether WFM prevents creating duplicate agents when they are deleted and then recreated
in Genesys Administrator.

If this option value is set to true, WFM does not create duplicate agents in the WFM Database, but
recreates these agents by associating them with their previously deleted employee ID.

This option value is set to true, by default.

SynchronizationAllowZeroSkillLevel
Default Value: true

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Valid Values: true, false

Changes Take Effect: Immediately
Dependencies: SynchronizationLevel
Modified: 8.5.202.06
Discontinued: 8.5.211.00

Specifies whether or not WFM Server sets an agent's skill level to 0 during real-time synchronization.

When this option is set to true WFM Server sets an agent skill level to 0. When set to false
(disabled) WFM Server does not set an agent's skill level to 0.

This option affects real-time changes to existing agents only and has no affect on newly created
agents (with any skill level). It does not affect the full synchronization process.

Important
This option was removed in release 8.5.211.00. It was named AcceptZeroSkillLevel,
prior to release 8.5.202.06.

SynchronizationCheckUpdatesTimeoutSec
Default Value: 60
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.100.24

Specifies the time (in seconds) between checks for updates or site configuration changes.

If this configuration option value is set to 0, checking is turned off and WFM Server does not check for
changes to site configuration.

SynchronizationLevel
Default Value: 2
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.100.24

Specifies the level of synchronization that WFM Server performs.

Valid values are:

• 0—Synchronization is off
• 1—Synchronizes only agents in sites that are explicitly assigned to the WFM Server and specified in Web
for Supervisors Organization > Sites. Skills are not fully synchronized, but they are imported if the

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agent to be synchronized has skills that are not yet imported. Time zones are not synchronized.
• 2—Full synchronization is on, including time zones and skill definitions. Agents of all sites and
unassigned agents are synchronized, except those belonging to sites that are explicitly assigned to a
different WFM Server in Organization > Sites.

Tip
If the SynchronizationAllowZeroSkillLevel option value is set to true and the skill level
for agents is changed in Genesys Administrator several times within a 10-seconds
interval, they will be ignored during real-time synchronization. The skill level will be
synchronized during full synchronization.

SynchronizationTimeout
Default Value: 0
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.100.24
Modified: 8.5.211.00

Specifies the time period (in minutes) between full synchronization processes.

If this value is set to 0, WFM Server performs full synchronization on startup. Thereafter, WFM Server
performs real-time synchronization only.

The level of synchronization started by the timeout setting is determined by the SynchronizationLevel
option . Here are some examples:

• SynchronizationLevel = 2
SynchronizationTimeout = 0
WFM Server performs full synchronization on startup. Thereafter, WFM Server performs
real-time synchronization only.
• SynchronizationLevel = 1
SynchronizationTimeout = 300
WFM Server performs full synchronization (except time zones and skills) on startup and
then, full synchronization (except time zones and skills) every 5 hours. In between full
synchronizations, WFM Server performs real-time synchronization (except time zones and
skills). This configuration affects only those agents that are assigned to sites in which this
WFM Server is configured for synchronization.
• SynchronizationLevel = 0
SynchronizationTimeout = 300
WFM Server does not perform synchronization. In this case, WFM ignores the
SynchronizationTimeout option.

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Server Section

• LOBCursorLocation • Proxy • tzdb

• management-port • SessionTimeout • VirtualDirectory
• MaxThreadPoolSize • ThreadPoolDownsizeTimeout • webevents
• MinThreadPoolSize • ThreadPoolUpsizeTimeout
• OLEDB_Provider • tz_mode

LOBCursorLocation
Default Value: 3
Valid Values: 2, 3
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.219.26

Specifies the type of cursor to use with database queries that read Large Object (LOB) columns. By
default, a client-side cursor is used for LOB columns. 2 indicates a server-side cursor and 3 indicates
a client-side cursor.

management-port
Default Value: None
Valid Values: Any positive integer
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.219.24

The management port can be optionally used for the internal consumption of observability-related
Prometheus-based metrics, for monitoring tools, and dashboards like in Grafana.

Important
The management port is unsecured and is intended for internal use only. For more
information, see Using WFM Prometheus metrics for monitoring & troubleshooting
section in the WFM administrator's guide.

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MaxThreadPoolSize
Default Value: 80
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the maximum number of threads in the thread pool.

MinThreadPoolSize
Default Value: 8
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the minimum number of threads in the thread pool.

OLEDB_Provider
Default Value: SQLOLEDB
Valid Values: SQLOLEDB, SQLNCLI11, MSOLEDBSQL
Changes Take Effect: After restart
Dependencies: None
Introduced: 8.5.000.00

Specifies the name of the MS OLE DB driver that will be used for the connections between WFM
Server and the MS SQL database.

Proxy
Default Value: " " (string)
Valid Values: Proxy server name and port number
Changes Take Effect: Immediately
Dependencies: None

Specifies a proxy server.

Enter the option value in the following format: <proxyservername>:<portnumber>

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SessionTimeout
Default Value: 10
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the timeout (in minutes) for any client session with this WFM Server.

ThreadPoolDownsizeTimeout
Default Value: 15m
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies how long threads stay idle before they are removed from the thread pool. Follow the
number with s (seconds) or m (minutes). By default, the value is in minutes.

ThreadPoolUpsizeTimeout
Default Value: 10s
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies how long a request stays in queue before the thread pool size is increased. Follow the
number with s (seconds) or m (minutes). By default, the value is in seconds.

tz_mode
Default Value: iana
Valid Values: iana, posix
Changes Take Effect: After restart
Dependencies: tzdb
Introduced: 8.5.220.06

When the iana mode is set, WFM Server will send a time zone description according to
https://www.iana.org/time-zones in response to the request to provide time zones, indicating the
IANA/Olson time zone.

When the posix mode is set, WFM API (used by WFM Web) will not use the built-in Java API for the
IANA time zones, instead it will use the time zone information returned by the WFM Server to

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calculate DST times. It is a workaround for the situation when WFM Server was updated to use the
latest time zone database but the WFM Web or Java on the client side was not updated to use the
latest time zone information.

This option is applicable only when tzdb = 1.

tzdb
Default Value: 1, 0 (see description)
Valid Values: 1, 0
Changes Take Effect: Immediately
Dependencies: [auth] configuration
Introduced: 8.5.214.08

Specifies whether or not WFM time zones are converted to standard IANA time zones.

Important
All WFM Servers in the deployment must use the same value for this option.

The default value for this option depends on the [auth] configuration:

• If [auth] is not configured, the default value is 0.

• If [auth] is configured the default value is 1. If you want to keep using Genesys time zones in this
configuration, value should be explicitly set to 0.

When this option default is 1 (enabled), WFM time zones (and time zone assignments for business
units, sites, etc.), are automatically converted to Internet Assigned Numbers Authority (IANA) time
zones, and no longer synchronize with Genesys time zones. When this option default is 0 (disabled),
WFM time zones are not converted to IANA time zones.

Time zone conversion is done by using a JSON mapping file (tzmap.json) that can be modified, if
necessary.

Important
If the NewSupervisor configuration option in WFM Web Application is enabled, then
this option must be enabled (mandatory) in the WFM Server Application.

VirtualDirectory
Default Value: No default value
Valid Values: Not applicable
Changes Take Effect:

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Dependencies: None
Discontinued: In release 8.5.208

For future use.

This option is not required and no longer in use.

webevents
Default Value: 0
Valid Values: 1, 0
Changes Take Effect: After restart
Dependencies: provider must be configured.
Introduced: 8.5.216.06

Specifies whether or not WFM Server establishes and maintains WebSocket connections with all WFM
Servers found in the Application's connections, including the backup WFM Server, if there is one.

Setting this option value to 1 enables WFM Server to use WebSockets for cache synchronization;
changes that occur in cached content on one WFM Server is broadcast to all connected WFM Servers
in both directions. WFM still uses the existing timestamp-based synchronization method but the
default CacheSlack option value is changed from 30 seconds to 600 seconds making database
timestamp checks much less frequent.

By default, this option value is set to 0 and WFM Server is not enabled to use WebSockets as this
method of cache synchronization is optional.

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Identity Section

• ApplicationType

ApplicationType
Default Value: WFMServer
Valid Values: WFMServer
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.1.3

Tip
This option is removed from the template and no longer used.

Specifies the Workforce Management component for this application.

Configure this option only if you are using an application of type ThirdPartyServer.

(Optional in Framework 8.x environments.)

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Client Section

• CfgServerRequestTimeout • SOAPTimeout

CfgServerRequestTimeout
Default Value: 15
Valid Values: Any positive integer between 1 and 3600.
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the number of seconds to wait for a response from Configuration Server before timing out.

Use this option when requesting the list of objects from Configuration Server for synchronization
purposes. The value should be increased in configurations with a high number of objects or slow
network connections.

SOAPTimeout
Default Value: 60
Valid Values: Any positive integer between 1 and 3600.
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the number of seconds to wait for the response from WFM Server before timing out.

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WFM Server for ETL

Important
The WFM Server IP contains the WFM Server Application template WFM_ETL for a
dedicated ETL Server. It has the ETL options set with proper values. To prevent errors,
do not change values of the options not described in this chapter.

Options for this component are contained in the following configuration sections:

• CalendarService • Log
• Client • PerfStatService
• ConfigService • ScheduleService
• ETL • Server
• Identity

Tip
In the summary table(s) below, type in the Search box to quickly find options,
configuration sections, or other values, and/or click a column name to sort the table.
Click an option name to link to a full description of the option. Be aware that the
default and valid values are the values in effect with the latest release of the software
and may have changed since the release you have; refer to the full description of the
option to see information for earlier releases.

Power users: Download a CSV file containing default and valid values and
descriptions.

The following options are configured at the application level (in other words, on the application
object).

Section Option Default Changes Take Effect

CalendarService BiddingTimeout -1 Immediately
CalendarService CarryOverTimeout -1 Immediately
CalendarService WaitlistTimeout -1 Immediately
Client CfgServerRequestTimeout 15 Immediately
Client SOAPTimeout 120 Immediately
Section Option Default Changes Take Effect

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Section Option Default Changes Take Effect

ConfigService CachePreloadTimeout -1 Immediately
ConfigService MinCacheSize 0 Immediately
ConfigService SynchronizationTimeout -1 Immediately
[[Options:WFM_ETL:ETL:DaysBack|DaysBack]]
ETL AdhDaysBack Next ETL cycle
option value
ETL AdhEnable true Next ETL cycle
ETL DayChunk 7 Immediately
ETL DaysAhead 14 Immediately
ETL DaysBack 14 Immediately
ETL ETLTimeout 180 Immediately
At the start of the Purge
ETL MaxPurgeChunk 100000 cycle after the next ETL
cycle
[[Options:WFM_ETL:ETL:DaysAhead|DaysAhead]]
ETL PerfDaysAhead Next ETL cycle
option value
[[Options:WFM_ETL:ETL:DaysBack|DaysBack]]
ETL PerfDaysBack Next ETL cycle
option value
ETL PerfEnable true Next ETL cycle
ETL PurgeDate empty After the next ETL cycle
ETL PurgeDaysBack 0 After the next ETL cycle
[[Options:WFM_ETL:ETL:DaysAhead|DaysAhead]]
ETL SchDaysAhead Next ETL cycle
option value.
[[Options:WFM_ETL:ETL:DaysBack|DaysBack]]
ETL SchDaysBack Next ETL cycle
option value
ETL SchEnable true Next ETL cycle
Identity ApplicationType WFMServer Immediately
Log all stdout, WFM_ETL_log Immediately
Log buffering false Immediately
Log debug stdout Immediately
Log expire false Immediately
Log messagefile wfmserver.lms Immediately
Log segment false Immediately
Log standard stdout Immediately
Log trace stdout Immediately
Log verbose all Immediately
Log x-PerfStatTrace true Immediately
PerfStatService LogTimeout 300 Immediately
ScheduleService CachePreloadTimeout -1 Immediately
ScheduleService MinCacheSize 0 Immediately
Section Option Default Changes Take Effect

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Section Option Default Changes Take Effect

ScheduleService SyncBacklogTimeout -1 Immediately
Server CommandTimeout 300 Immediately
Server MaxThreadPoolSize 80 Immediately
Server MinThreadPoolSize 8 Immediately
Server Proxy " " (string) Immediately
Server SessionTimeout 10 Immediately
Server ThreadPoolDownsizeTimeout
15m Immediately
Server ThreadPoolUpsizeTimeout 10s Immediately
Section Option Default Changes Take Effect

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ETL Section

• AdhDaysBack • ETLTimeout • PurgeDate

• AdhEnable • MaxPurgeChunk • PurgeDaysBack
• DayChunk • PerfDaysAhead • SchDaysAhead
• DaysAhead • PerfDaysBack • SchDaysBack
• DaysBack • PerfEnable • SchEnable

AdhDaysBack
Default Value: DaysBack option value
Valid Values: Any positive integer
Changes Take Effect: Next ETL cycle
Dependencies: AdhEnable must be set to true
Introduced: 8.5.100.10

Specifies a value that overrides the DaysBack option value for the Adherence data.

If not specified, WFM uses the DaysBack option value.

AdhEnable
Default Value: true
Valid Values: true, false
Changes Take Effect: Next ETL cycle
Introduced: 8.5.100.10

Specifies whether ETL is enabled or disabled for the Adherence data.

DayChunk
Default Value: 7
Valid Values: Any integer between 1 and 31
Changes Take Effect: Immediately
Dependencies: Should be less than (DaysBack+ DaysAhead)

Specifies the number of days that will be processed at a time.

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The tracked day range is defined by the values set in the DaysBack and DaysAhead parameters and
is processed in the specified chunks of data. So, this parameter determines the size of transaction.

Larger transactions require more memory and other resources, but can be processed faster.

DaysAhead
Default Value: 14
Valid Values: Any integer between 1 and 365
Changes Take Effect: Immediately
Dependencies: None

Specifies the number of days (from current date) in the future to track Fact data.

DaysBack
Default Value: 14
Valid Values: Any integer between 0 and 365
Changes Take Effect: Immediately
Dependencies: None

Specifies the number of days (from the current date) in the past to track Fact data.

ETLTimeout
Default Value: 180
Valid Values: Any integer between -2880 and 2880
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.200.05

Specifies the timeout interval (in minutes) between each execution of the Extract, Transform, and
Load (ETL) process.

If you set this option to a negative value the first ETL cycle starts immediately after server is started.
If you set this option to 0 the ETL process is disabled.

MaxPurgeChunk
Default Value: 100000
Valid Values: Any positive integer
Changes Take Effect: At the start of the Purge cycle after the next ETL cycle
Introduced: 8.5.218.29

Specifies the maximum number of records to be purged in one transaction.

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PerfDaysAhead
Default Value: DaysAhead option value
Valid Values: Any positive integer
Changes Take Effect: Next ETL cycle
Dependencies: PerfEnable must be set to true
Introduced: 8.5.100.10

Specifies a value that overrides the DaysAhead option value for the Performance statistics data.

If not specified, WFM uses the DaysAhead option value.

PerfDaysBack
Default Value: DaysBack option value
Valid Values: Any positive integer
Changes Take Effect: Next ETL cycle
Dependencies: PerfEnable must be set to true
Introduced: 8.5.100.10

Specifies a value that overrides the DaysBack option value for the Performance statistics data.

If not specified, WFM uses the DaysBack option value.

PerfEnable
Default Value: true
Valid Values: true, false
Changes Take Effect: Next ETL cycle
Introduced: 8.5.100.10

Specifies whether ETL is enabled or disabled for the Performance statistics data.

PurgeDate
Default Value: empty
Valid Values: Any date (In the same format as the host settings. For example, 10/21/2021.)
Changes Take Effect: After the next ETL cycle
Dependencies: Overrides the PurgeDaysBack option
Introduced: 8.5.218.29

Specifies the exact date to purge data that is older than the specified date.

Tip
The PurgeDaysBack option is the main purge option that enables a rolling data purge.

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This option is an optional override that can be used in special cases, when required.

PurgeDaysBack
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: After the next ETL cycle
Dependencies: The PurgeDate option overrides this option.
Introduced: 8.5.218.29

Specifies the number of days from the current date to calculate a cut-back purge date. Data that is
older than the calculated purge date is purged after each ETL cycle, up to the maximum number of
records specified in the MaxPurgeChunk option.

If this option value is not specified or is set to 0, and the PurgeDate option value is also not specified,
WFM does not purge any data.

Tip
This option is the main purge option that enables a rolling data purge. The PurgeDate
option is an optional override that can be used in special cases, when required.

SchDaysAhead
Default Value: DaysAhead option value.
Valid Values: Any positive integer
Changes Take Effect: Next ETL cycle
Dependencies: SchEnable must be set to true
Introduced: 8.5.100.10

Specifies a value that overrides the DaysAhead option value for the Schedule data.

If not specified, WFM uses the DaysAhead option value.

SchDaysBack
Default Value: DaysBack option value
Valid Values: Any positive integer
Changes Take Effect: Next ETL cycle
Dependencies: SchEnable must be set to true
Introduced: 8.5.100.10

Specifies a value that overrides the DaysBack option value for the Schedule data.

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If not specified, WFM uses the DaysBack option value.

SchEnable
Default Value: true
Valid Values: true, false
Changes Take Effect: Next ETL cycle
Introduced: 8.5.100.10

Specifies whether ETL is enabled or disabled for the Schedule data.

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Log Section

• all • messagefile • verbose

• buffering • segment • x-PerfStatTrace
• debug • standard
• expire • trace

all
Default Value: stdout, WFM_ETL_log
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of all levels (Standard, Trace, and
Debug).

The log output types must be separated by a comma when more than one output is configured. For
example: all = stdout, logfile.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables applications to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server, nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

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Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

buffering
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether operating system file buffering is enabled or disabled. The option is applicable only
to the stderr and stdout output types.

Setting this option to true enables buffering and increases the output performance. Setting this
option to false disables buffering.

When buffering is enabled, there might be a delay before log messages appear at the console.

debug
Default Value: stdout
Valid Values: stdout, stderr, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of the Debug level and higher (that
is, Standard, Interaction, Trace, and Debug levels).

The log output types must be separated by a comma when more than one output is configured. For
example: debug = stderr, /usr/local/genesys/logfile.

Debug-level log events are never sent to Message Server or stored in the Log database.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output (stderr).
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

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expire
Default Value: false
Valid Values: false, [number], [number] file, [number] day
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not log files expire and if they do, sets the expiration mode for old segments and
the maximum number of files (segments) or days before the files are removed. The number stored
cannot be:

• Less than 1 file or 1 day

• More than 100 files or 100 days.

Setting this option value to false indicates that files do not expire. This option is
ignored if the log output is not configured to be sent to a log file.

Tip
If you set this option value incorrectly (out of the range of valid values) WFM
automatically resets it to 10.

The valid values are described as follows:

• false—No expiration; all generated segments are stored.

• [number] or [number] file—Sets the maximum number of log files to store. Specify a number from
1-100.
• [number] day—Sets the maximum number of days before log files are deleted. Specify a number from
1-100.

messagefile
Default Value: wfmserver.lms
Valid Values: wfmserver.lms
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name of the input file that stores application-specific log or error messages that might
be generated when WFM Server communicates with other Genesys components.

The only valid value is wfmserver.lms

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segment
Default Value: false
Valid Values: false, [number], [number] KB, [number] MB, [number] hr
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not there is a segmentation limit for a log file and if there is, sets the increment
(KB, MB, or hours) and maximum size for the log file segment. The number cannot be less than 100
KB or one hour.

If this option value is set to false the log file is not segmented. If the current log segment exceeds
the size set by this option, WFM Server closes the file and creates a new one. If the log output is not
configured to be sent to a log file, WFM Server ignores this option.

The valid values are described, as follows:

• false—No segmentation is allowed.

• [number] or [number] KB—Sets the maximum segment size, in kilobytes. The minimum segment size
is 100 KB.
• [number] MB—Sets the maximum segment size, in megabytes.
• [number] hr—Sets the number of hours for the segment to stay open. The minimum number is 1 hour.

standard
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type of which applications will send the log events of the Standard level. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

The log output types must be separated by a comma when more than one output is configured. For
example: standard = stderr, network

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms

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of the application performance.

• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

trace
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately

Specifies the output type to which applications send Trace and Standard level log events. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

The log output types must be separated by a comma when more than one output is configured. For
example: standard = stderr, network

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

verbose
Default Value: all
Valid Values: all, debug, trace, standard, none, yes (= all), no (= none)
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

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Specifies whether or not a log output is created and if it is, sets the minimum level of log events
generated. The log events levels, starting with the highest priority level, are Standard, Trace, and
Debug.

The valid values are described, as follows:

• all—All log events (that is, Standard, Trace, and Debug levels) are generated.
• debug—The same as all.
• trace—Log events of the Trace level and higher (that is, Standard, and Trace levels) are generated, but
log events of the Debug level are not generated.
• standard—Log events of the Standard level are generated, but log events of the Trace, and Debug
levels are not generated.
• none—No output is produced.

x-PerfStatTrace
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies the extra logging activity for Performance statistics

Setting this option value to true enables logging of Performance statistics. Setting it to false
disables logging of Performance statistics.

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CalendarService Section

• BiddingTimeout • CarryOverTimeout • WaitlistTimeout

BiddingTimeout
Default Value: -1
Valid Values: -1, any positive integer
Changes Take Effect: Immediately
Dependencies: None

The time (in minutes) between processes that handle bidding Calendar items.

If this option value is set to -1, the process is turned off.

CarryOverTimeout
Default Value: -1
Valid Values: -1, any positive integer
Changes Take Effect: Immediately
Dependencies: None

Specifies the time (in minutes) between processes handling Time-Off carry-over items.

If this option value is set to -1, the process is turned off.

WaitlistTimeout
Default Value: -1
Valid Values: -1, any positive integer
Changes Take Effect: Immediately
Dependencies: None

Specifies the time (in minutes) between processes handling Calendar items that are wait-listed.

If this option is set to -1, the process is turned off.

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ScheduleService Section

• CachePreloadTimeout • MinCacheSize • SyncBacklogTimeout

CachePreloadTimeout
Default Value: -1
Valid Values: -1, process is turned off
Changes Take Effect: Immediately
Dependencies: MinCacheSize

Specifies the time (in minutes) it takes to preload data into the cache. Data is preloaded up to the
amount specified in MinCacheSize.

When this option value is set to default -1 the process is on.

MinCacheSize
Default Value: 0
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the minimum size (in MB) of the Schedule cache. The cache is preloaded up to the minimum
size.

SyncBacklogTimeout
Default Value: -1
Valid Values: -1, process is turned off.
Changes Take Effect: Immediately
Dependencies: None

Specifies the time (in minutes) between processes that handle backlog items.

When this option value is set to -1, the process is turned on.

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ConfigService Section

• CachePreloadTimeout • MinCacheSize • SynchronizationTimeout

CachePreloadTimeout
Default Value: -1
Valid Values: -1, process is turned off.
Changes Take Effect: Immediately
Dependencies: MinCacheSize

Specifies the time (in minutes) it takes to preload data into the cache. Data is preloaded up to the
amount specified in MinCacheSize.

MinCacheSize
Default Value: 0
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the minimum size (in MB) of the Configuration cache. The cache is preloaded up to the
minimum size.

SynchronizationTimeout
Default Value: -1
Valid Values: -1, process is turned off.
Changes Take Effect: Immediately
Dependencies: None

Specifies the time (in minutes) it takes for WFM Server to synchronize with Genesys Configuration
Server.

When this option value is set to -1, the is turned on.

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Server Section

• CommandTimeout • Proxy • ThreadPoolUpsizeTimeout

• MaxThreadPoolSize • SessionTimeout
• MinThreadPoolSize • ThreadPoolDownsizeTimeout

CommandTimeout
Default Value: 300
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the timeout (in seconds) for any command to the Database Management System.(DBMS).

MaxThreadPoolSize
Default Value: 80
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum number of threads allowed in the thread pool.

MinThreadPoolSize
Default Value: 8
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the minimum number of threads allowed in the thread pool.

Proxy
Default Value: " " (string)
Valid Values: Proxy server name and port number

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Changes Take Effect: Immediately

Dependencies: None

Specifies the proxy server.

Enter the option value in the following format:<proxyservername>:<portnumber>.

SessionTimeout
Default Value: 10
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies the timeout (in minutes) for WFM Server client sessions.

ThreadPoolDownsizeTimeout
Default Value: 15m
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies how long a thread stays idle before WFM removes it from the thread pool.

When changing the default vaule, enter the number, followed by "s" for seconds or "m" for minutes.
By default, the value is in minutes.

ThreadPoolUpsizeTimeout
Default Value: 10s
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None

Specifies how long a request stays in queue before WFM increases the thread pool size.

When changing the default value, enter the number, followed by "s" for seconds or "m" for minutes.
By default, the value is in seconds.

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Identity Section

• ApplicationType

ApplicationType
Default Value: WFMServer
Valid Values: WFMServer
Changes Take Effect: Immediately
Dependencies: None

Specifies the identification of the application type.

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PerfStatService Section

• LogTimeout

LogTimeout
Default Value: 300
Valid Values: Any integer between 1 and 3600
Changes Take Effect: Immediately
Dependencies: None

Specifies the Performance log output timeout (in seconds).

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Client Section

• CfgServerRequestTimeout • SOAPTimeout

CfgServerRequestTimeout
Default Value: 15
Valid Values: Any integer between 1 and 3600
Changes Take Effect: Immediately
Dependencies: None

Specifies the timeout (in seconds) for synchronization between WFM and Configuration Server.

SOAPTimeout
Default Value: 120
Valid Values: Any integer between 1 and 3600
Changes Take Effect: Immediately
Dependencies: None

Specifies the number of seconds to wait for a response from WFM Server before the connection times
out.

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Web
Options for this component are contained in the following configuration sections:

• Adherence • auth
• AgentBidding • Client
• AgentCustom • Functionality
• AgentPreferences • Identity
• AgentSchedule • Log
• AgentTimeOff • Options
• AgentTrading • Reports

Tip
In the summary table(s) below, type in the Search box to quickly find options,
configuration sections, or other values, and/or click a column name to sort the table.
Click an option name to link to a full description of the option. Be aware that the
default and valid values are the values in effect with the latest release of the software
and may have changed since the release you have; refer to the full description of the
option to see information for earlier releases.

Power users: Download a CSV file containing default and valid values and
descriptions.

The following options are configured at the application level (in other words, on the application
object).

Section Option Default Changes Take Effect

Adherence RefreshTime 10 After next client login
AgentBidding AllowBidding true Immediately
AgentCustom agenttag " " (string) Immediately
AgentCustom name No default value Immediately
AgentCustom url No default value
AgentPreferences AllowPreferences true Immediately
AgentSchedule AccessLevel 2 Immediately
AgentSchedule AllowAccessToCarpools true Immediately
AgentSchedule AllowAccessToOthersSchedule
true Immediately
Section Option Default Changes Take Effect

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Section Option Default Changes Take Effect

AgentSchedule AllowInsertExceptions false Immediately
AgentSchedule CommitAgentInsertedExceptions
false Immediately
AgentSchedule LimitScheduleDetails false Immediately
AgentSchedule SaveAsynchronously true after re-login
AgentTimeOff AllowEnterFullDayStartEnd true Immediately
AgentTimeOff AllowEnterPaidTime false Immediately
AgentTimeOff AllowTimeOffPlanner true Immediately
AgentTimeOff AllowWaitList true Immediately
AgentTimeOff SeparateStartEndForEachDay
false Immediately
AgentTrading AllowAccessToOthersSchedule
true Immediately
AgentTrading AllowNoComments false Immediately
AgentTrading AllowScheduleTrading true Immediately
AgentTrading TradeOnlyInsideTeam true Immediately
auth provider "" After restart
After the application
Client ConfigServiceClientTimeoutNo default value
restart
Client SOAPTimeout 60 After restart
Functionality ClassicAgent true Immediately
Functionality InsertPayback false Immediately
Functionality InsertPaybackException true Immediately
Functionality NewAgent false Immediately
Functionality NewSupervisor false Immediately
Functionality PreventFraming true Immediately
Functionality SystemInformation 0 After next login
Functionality useRolesSecurity false Immediately
Identity ApplicationType WFMWeb Immediately
Log all stdout Immediately
Log buffering false Immediately
Log debug " " (string) Immediately
Log expire false Immediately
Log segment false Immediately
Log standard stdout Immediately
Log trace " " (string) Immediately
Log verbose standard Immediately
Options AgentSessionInactiveTimeout
0 At next login
Options AppletFont " " (string) Immediately
Options CustomActivities " " (string) Immediately
Section Option Default Changes Take Effect

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Section Option Default Changes Take Effect

Options ExternalHelp " " (string) Immediately
Options HideNames false Immediately
Options HideTerminatedAgents false Immediately
Options ImportMaxFileSizeMB 10 After next client login
Options NameOrder 1 Immediately
Options NoPerformanceInSchedule false Immediately
Options PageCharSet No default value Immediately
Options ShowAllActivities false Immediately
Options SupervisorSessionInactiveTimeout
15 At next login
Options UsePartitionedCookie false Immediately
Reports Charset " " (string) Immediately
Reports Font No default value Immediately
Reports OwnerCaption " " (string) Immediately
Reports OwnerVisible false Immediately
Reports PageLimit 0 Immediately
Reports PageLimitForCSV 0 Immediately
Reports PathToAutoGeneratedReports
No default value Immediately
Reports RevertDiffCalculation 0 Immediately
Reports ServerURL No default value Immediately
Reports ShowActualHeadcount true Immediately
Reports ShowSSGonFirstPageOnly false
Reports TotalsInStatesReport false Immediately
Reports x-FontPath " " (string) Immediately
Section Option Default Changes Take Effect

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auth Section

• provider

provider
Default Value: " "
Valid Values: " ", wfm
Changes Take Effect: After restart
Dependencies: See Important note in this option
Introduced: 8.5.214.14

Specifies the provider that performs authentication when users log in to WFM.

If this option value is set to:

• " " (empty string)—A legacy, WFM proprietary mechanism is used to authenticate user access to the
WFM Web for Supervisors (Classic) interface.
• wfm—An internal WFM implementation of authentication is used to provide user access to the WFM
Supervisor interface.

Important
If this option is set in one WFM Application, it must be set in all of them (WFM Web,
WFM Server, WFM Builder, WFM Data Aggregator).

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Functionality Section

• ClassicAgent • NewAgent • SystemInformation

• InsertPayback • NewSupervisor • useRolesSecurity
• InsertPaybackException • PreventFraming

ClassicAgent
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: NewAgent
Introduced: 8.5.214.14

In coordination with the NewAgent option, specifies whether the Classic WFM Agent interface is
available.

This option combines with the setting for the NewAgent option in the following ways:

• NewAgent = true, ClassicAgent = false

• After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the
Classic UI is absent in the Log off drop-down menu.

• NewAgent = false, ClassicAgent = false

• After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the
Classic UI is absent in the Log off drop-down menu.

• NewAgent = false, ClassicAgent = true

• After an agent logs in, only the Classic Agent UI is available.

• NewAgent = true, ClassicAgent = true

• After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI
is present in the Log off drop-down menu.

Tip
Switching to the Classic Agent UI from the Agent UI is applicable only to that log-in
session. At the next log in, the Agent UI will be presented. If Classic Agent UI is always

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to be the interface of choice, configure these options as in the third bullet item above.

InsertPayback
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: InsertPaybackException
Introduced: 8.5.212.13

Specifies whether or not agents can insert Payback into schedules without adding an Exception to
make up for lost work time.

If this option value is set to true this functionality is enabled and agents can insert Payback without
adding an Exception. If this option value is set to false this functionality is disabled and agents
cannot insert Payback without adding an Exception.

This option takes effect only if the InsertPaybackException is set to true. If InsertPaybackException is
disabled (set to false), then InsertPayback is disabled (set to false).

InsertPaybackException
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not users can insert Payback Exceptions into schedules to make up for lost work
time.

Setting this option value to true enables this functionality and user can insert Exceptions with
payback into schedules. Setting this option value to false disables this functionality and user cannot
insert these Exception types into schedules.

NewAgent
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: ClassicAgent
Introduced: 8.5.205.07
Modified: 8.5.214.14

In coordination with the ClassicAgent option, specifies whether the latest, redesigned WFM Agent
interface is turned on or off.

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This option combines with the setting for the ClassicAgent option in the following ways:

• NewAgent = true, ClassicAgent = false

• After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the
Classic UI is absent in the Log off drop-down menu.

• NewAgent = false, ClassicAgent = false

• After an agent logs in, only the Agent UI is available. The option enabling agents to switch to the
Classic UI is absent in the Log off drop-down menu.

• NewAgent = false, ClassicAgent = true

• After an agent logs in, only the Classic Agent UI is available.

• NewAgent = true, ClassicAgent = true

• After an agent logs in, the Agent UI opens but the option enabling agents to switch to the Classic UI
is present in the Log off drop-down menu.

Tip
Switching to the Classic Agent UI from the Agent UI is applicable only to that log-in
session. At the next log in, the Agent UI will be presented. If Classic Agent UI is always
to be the interface of choice, configure these options as in the third bullet item above.

NewSupervisor
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: [auth] provider configuration
Introduced: 8.5.214.14

Specifies whether or not the New UI setting displays in the WFM Web for Supervisors (Classic)
interface, providing user access to the latest Forecast user interface (UI).

If this option value is set to true, the New UI setting displays in the Supervisors (Classic) UI. If this
option value is set to false, the New UI setting is not visible in the Supervisors (classic) UI.

Important
To display the New UI button and make the new Forecast interface accessible to
users, the [auth] provider option must be set to wfm. Also, if provider is set in one
WFM application, it must be set in all of them (WFM Web, Server, Builder, Data
Aggregator).

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PreventFraming
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether the HTTP header X-Frame-Options is added to all JSP pages served by WFM Web.

If this option value is set to true, the header is added and prevents WFM Web pages from loading in
the frame being used by the site and served from another domain. WFM Web pages served from the
same domain as the one in the frame are allowed.

Use this option as protection from clickjacking.

Tip
Clickjacking, also known as "UI redress attack", is a malicious technique that tricks a
Web user into clicking on a button or link on another page when they intended to click
on the the top level page, thereby hijacking clicks and routing them a page, most
likely owned by another application, domain, or both.

SystemInformation
Default Value: 0
Valid Values: 0, 1, 2
Changes Take Effect: After next login
Dependencies: NewSupervisor
Introduced: 8.5.219.20

Specifies if the System information option is available in the user's menu in the NewSupervisor
interface. This option enables the user to view and monitor the status of connected WFM
components.

The value can be set to control if the option is available in the user's menu and how much
information is displayed, where:

• 0 = (default) Do not show the System Information option in the user's menu.
• 1 = Display minimal information. The health status of each connected WFM component is displayed
(Pass, Failed, Warning).
• 2 = Display detailed information. The health status of each connected WFM component is displayed
(Pass, Failed, Warning). Each component can also be expanded to show additional information about
the services that are active for that component.

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useRolesSecurity
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies the functionality that is accessible to agents in WFM Web for Agents.

If this option value is set to true, WFM Web ignores Web for Agents-related application settings and
instead, uses the role settings configured in Genesys Administrator Extension (GAX) to determine
what functionality agents can access. If this option value is set to false (default), WFM Web uses
Web for Agents-related application settings.

Unlike application options that are applicable to all agents, this functionality allows administrators to
control Web for Agents functionality for each agent individually or groups of agents.

To learn more about how WFM controls agent access in WFM Web, see Managing WFM Roles and
Privileges in GAX.

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SSO Section

No public options in this

section.

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Log Section

• all • expire • trace

• buffering • segment • verbose
• debug • standard

all
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of all levels (Standard, Trace, and
Debug).

The log output types must be separated by a comma when more than one output is configured. For
example: all = stdout, logfile.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables applications to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server, nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys

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Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

buffering
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether operating system file buffering is enabled or disabled. The option is applicable only
to the stderr and stdout output types.

Setting this option to true enables buffering and increases the output performance. Setting this
option to false disables buffering.

When buffering is enabled, there might be a delay before log messages appear at the console.

debug
Default Value: " " (string)
Valid Values: stdout, stderr, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type that applications send for log events of the Debug level and higher (that
is, Standard, Interaction, Trace, and Debug levels).

The log output types must be separated by a comma when more than one output is configured. For
example: debug = stderr, /usr/local/genesys/logfile.

Debug-level log events are never sent to Message Server or stored in the Log database.

The output types are described as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output (stderr).
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

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expire
Default Value: false
Valid Values: false, [number], [number] file, [number] day
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not log files expire and if they do, sets the expiration mode for old segments and
the maximum number of files (segments) or days before the files are removed. The number stored
cannot be:

• Less than 1 file or 1 day

• More than 100 files or 100 days.

Setting this option value to false indicates that files do not expire. This option is
ignored if the log output is not configured to be sent to a log file.

Tip
If you set this option value incorrectly (out of the range of valid values) WFM
automatically resets it to 10.

The valid values are described as follows:

• false—No expiration; all generated segments are stored.

• [number] or [number] file—Sets the maximum number of log files to store. Specify a number from
1-100.
• [number] day—Sets the maximum number of days before log files are deleted. Specify a number from
1-100.

segment
Default Value: false
Valid Values: false, [number], [number] KB, [number] MB, [number] hr
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not there is a segmentation limit for a log file and if there is, sets the increment
(KB, MB, or hours) and maximum size for the log file segment. The number cannot be less than 100
KB or one hour.

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If this option value is set to false the log file is not segmented. If the current log segment exceeds
the size set by this option, WFM Server closes the file and creates a new one. If the log output is not
configured to be sent to a log file, WFM Server ignores this option.

The valid values are described, as follows:

• false—No segmentation is allowed.

• [number] or [number] KB—Sets the maximum segment size, in kilobytes. The minimum segment size
is 100 KB.
• [number] MB—Sets the maximum segment size, in megabytes.
• [number] hr—Sets the number of hours for the segment to stay open. The minimum number is 1 hour.

standard
Default Value: stdout
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the log output type of which applications will send the log events of the Standard level. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

The log output types must be separated by a comma when more than one output is configured. For
example: standard = stderr, network

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard, and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of the application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

trace
Default Value: " " (string)
Valid Values: stdout, stderr, network, memory, [filename]
Changes Take Effect: Immediately
Dependencies: None

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This option is mandatory.

Specifies the output type to which applications send Trace and Standard level log events. For
centralized logging, set this option value to network. You can also use a local file name or stdout.

Log outputs must be separated by a comma when more than one output is configured. For example,
trace = stderr, network.

The valid values are described, as follows:

• stdout—Log events are sent to the Standard output.

• stderr—Log events are sent to the Standard error output.
• network—Log events are sent to Message Server, which can reside anywhere on the network. Message
Server stores the log events in the Log database. Setting the all log level option to the network output
enables an application to send log events of the Standard and Trace levels to Message Server. Debug
level log events are neither sent to Message Server nor stored in the Log database.
• memory—Log events are sent to the memory output on the local disk. This is the safest output in terms
of application performance.
• [filename]—Log events are stored in a file with the specified name. If a path is not specified, the file is
created in the application's working directory.

Warning
Do not use the option value network unless requested to do so by Genesys
Professional Services, because it generates extremely heavy message loads that can
degrade system performance.

verbose
Default Value: standard
Valid Values: all, debug, trace, standard, none, yes (= all), no (= none)
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not a log output is created and if it is, sets the minimum level of log events
generated. The log events levels, starting with the highest priority level, are Standard, Trace, and
Debug.

The valid values are described, as follows:

• all—All log events (that is, Standard, Trace, and Debug levels) are generated.
• debug—The same as all.
• trace—Log events of the Trace level and higher (that is, Standard, and Trace levels) are generated, but
log events of the Debug level are not generated.

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• standard—Log events of the Standard level are generated, but log events of the Trace, and Debug
levels are not generated.
• none—No output is produced.

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Reports Section

• Charset • PageLimitForCSV • ShowSSGonFirstPageOnly

• Font • PathToAutoGeneratedReports • TotalsInStatesReport
• OwnerCaption • RevertDiffCalculation • x-FontPath
• OwnerVisible • ServerURL
• PageLimit • ShowActualHeadcount

Charset
Default Value: " " (string)
Valid Values: Any standard code page value
Changes Take Effect: Immediately
Dependencies: None

Specifies the code page that WFM uses for fonts in generated reports.

For example, in the option value field, enter cp 1257 for a Baltic code page. If the value field is
empty, WFM uses code page 1252, Latin 1.

Font
Default Value: No default value
Valid Values: Any font name that exists on the computer used to generate reports.
Changes Take Effect: Immediately
Dependencies: None

Specifies the font that WFM will use on the computer being used to generated WFM reports.

OwnerCaption
Default Value: " " (string)
Valid Values: Any string
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

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Specifies the default value for the report header.

You can change this option value in the Header field on the first window of any Report Wizard.

OwnerVisible
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the default value for the Show Header check box in the first page of all Report Wizards.

PageLimit
Default Value: 0
Valid Values: 0 and up
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum number of pages a normal report can contain.

If the number in the option value is exceeded, WFM cancels report generation. Values less than 2
specify no limit.

PageLimitForCSV
Default Value: 0
Valid Values: 0 and up
Changes Take Effect: Immediately
Dependencies: None

Specifies the maximum number of pages that a CSV-formatted report can contain.

If the number in this option value is exceeded, WFM cancels report generation. Values less than 2
specify no limit.

PathToAutoGeneratedReports
Default Value: No default value
Valid Values: A valid, accessible network path
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

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Specifies the network path for storing generated reports.

If this option value is not set, the generated reports are lost (not stored).

RevertDiffCalculation
Default Value: 0
Valid Values: 0, false, no, 1, true, yes
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies how the Difference column in the Contact Center Performance and Workforce Performance
report is calculated.

By default, the Difference column is calculated as the Scheduled or Forecasted value minus the
Actual value. Set this option to 1 (true) if you want the Difference column to be calculated as the
Actual value minus the Scheduled or Forecasted value.

ServerURL
Default Value: No default value
Valid Values: URL
Changes Take Effect: Immediately
Dependencies: None

Specifies a URL for the location of the WFM Web that is used as the reports server.

For more information, see Installing WFM Web as a Report Server.

ShowActualHeadcount
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether WFM displays Actual Headcount or Actual Number of Agents in the Contact
Center Performance and the Workforce Performance reports.

If this option value is set to false, the report displays the Actual Number of Agents that were
collected by Data Aggregator in the wm_agents_in option (logged in agents). If set to true, the report
displays the Actual Headcount, which is the wm_agent_minutes option value divided by 15.

For example, if 1 agent is logged in, but works only 14 minutes per timestep, the headcount equals
0.93.

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Important
In the Contact Center Performance Report, this condition is executed only for Actual
data; for Planning data EPerfInfoItems.PERF_ITEM_SCH_HEADCOUNT is always
shown as Number of Agents.

ShowSSGonFirstPageOnly
Default Value: false
Valid Values: true, false
Changes Take Effect:
Dependencies: None
Discontinued: 8.1

Tip
This option is discontinued and no longer in use.

Specifies whether to display the Select Schedule State Groups and Schedule States sections on
each page of reports or only once, on one page.

Set this option value to true to disable repeated display of the Select Schedule State Groups and
Schedule States sections on each page in reports. If set to false reports displays these sections
once, on one page.

TotalsInStatesReport
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.209

Specifies how totals are calculated for the Schedule States Report and Schedule States Totals Report.

If this option value is set to false (default) totals are not calculated and WFM's performance is
similar to 8.5.0, where WFM uses contract hours. If this option value is set to true, totals are
calculated and WFM's performance is impacted, since generation of these reports will take a
significant amount of time for large data sets.

x-FontPath
Default Value: " " (string)

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Valid Values: Physcial path to a directory

Changes Take Effect: Immediately
Dependencies: None

Specifies a physical directory path where the font resides (as specified the Font configuration option).

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Options Section

• AgentSessionInactiveTimeout • HideTerminatedAgents • ShowAllActivities

• AppletFont • ImportMaxFileSizeMB • SupervisorSessionInactiveTimeout
• CustomActivities • NameOrder • UsePartitionedCookie
• ExternalHelp • NoPerformanceInSchedule
• HideNames • PageCharSet

AgentSessionInactiveTimeout
Default Value: 0
Valid Values: Any positive integer
Changes Take Effect: At next login

Specifies the inactivity duration (in minutes) after which sessions time out for WFM Web for Agents.

When the AgentSessionInactiveTimeout option is set to a positive integer greater than 0, the
agent session expires after the set duration of inactivity. However, when this option value is set to 0
(or not specified), WFM uses the value set for session-timeout in the Tomcat web.xml file.

Important
If the agent is assigned to a dual-role (can work as supervisor and as agent), then
WFM uses the value of the SupervisorSessionInactiveTimeout option.

AppletFont
Default Value: " " (string)
Valid Values: A font name
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.215.10

Specifies the font that WFM Web will use in the JAVA subsystem.

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Important
If this option value is not set to use a specific font, by default, WFM Web uses a font
that does not display characters in some languages (such as Hebrew) in the JAVA
subsystem.

CustomActivities
Default Value: " " (string)
Valid Values: Any text string up to 255 characters
Changes Take Effect: Immediately
Dependencies: The ShowAllActivities option value must be set to false

Specifies how WFM displays schedule details for selected agents in all views.

If this option is enabled, the custom value is displayed against the agents schedule, rather than any
of the activities for which they are scheduled. This value can be set to null, which displays nothing in
Web for Agents.

• If this option value is not defined or its value is empty (no text), then WFM Web displays a list of all
activities for which the agent is scheduled.
• If this option value is a text string, WFM Web displays that text string.
• If the ShowAllActivities option value is set to true, this option has no effect; WFM Web displays a list of
all activities for which the agent has skills.
• If the ShowAllActivities option value is set to false, the value replaces the list of all activities, for which
the agent has skills.

ExternalHelp
Default Value: " " (string)
Valid Values: A valid URL
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.5.218.26

Important
The Documentation Wikicicle is no longer supported.

Specifies the location of Genesys offline documentation.

The default value for the option is empty, unless you are running an offline PDF version of WFM Help.
If that case, this field will contain a valid URL that points to the site where the PDF resides. For

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example: http://<host:port>/<applicationname>.

Use this format, where <host:port> is the hostname and port number of the internal webserver that
is hosting the PDF, and <applicationname> is the name of the directory where the PDF resides.

Do not add a backslash (/) at the end of the URL.

Tip
Use this option only if there are corporate restrictions to Internet access in your
environment that make the docs.genesys.com website inaccessible to your agents
and supervisors, and prevent access to the context-sensitive Workforce Management
Web for Supervisors Help and Workforce Management Web for Agents Help.

HideNames
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not agent names are displayed in the Adherence views in Web for Supervisors.

HideTerminatedAgents
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None
Modified: 8.5.101

Specifies whether WFM Web should exclude agents whose termination date has passed.

To exclude these agents, set this value to true. If you want to view terminated agents, set this option
to false.

Important
This option was renamed CFG_SHOW_TERMINATED_AGENTS in 8.5.101 and moved
to WFM Web.

It is now configured in WFM Web for Supervisors About > Settings dialog. See About

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WFM Web in Workforce Management Web for Supervisors Help.

ImportMaxFileSizeMB
Default Value: 10
Valid Values: Any positive integer
Changes Take Effect: After next client login
Dependencies: None

Specifies the maximum file size (in megabytes) that can be uploaded in the Forecast > Import view
in WFM Web for Supervisors.

NameOrder
Default Value: 1
Valid Values: 1, 2, 3
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies how WFM Web displays agent names in the interface.

• 1—First name is first.

• 2—Last name is first.
• 3—Last name is first, separated from the first name by a comma.

NoPerformanceInSchedule
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not WFM automatically performs target selection and performance data retrieval
in the Schedule > Intra-Day view. It can be useful in improving the WFM performance in some
situations.

If this option value is set to false, WFM automatically performs target selection and performance
data retrieval. If set to true, the user must explicitly select a target for performance data, otherwise,
WFM does not retrieve performance data.

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PageCharSet
Default Value: No default value
Valid Values: Any standard character set value
Changes Take Effect: Immediately
Dependencies: None

Specifies the character set that WFM uses for every page in WFM Web.

For example, enter x-sjis for the Japanese character set. If the option value field is empty, no
character set is specified.

ShowAllActivities
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies how the Daily Schedule view is displayed in Web for Agents.

If this option value is set to true WFM displays all possible activities for that agent, whether
scheduled or not. If set to false, WFM displays only the agent’s scheduled activities.

See the CustomActivities configuration option for related functionality and find out how the
ShowAllActivities option settings affect the it.

SupervisorSessionInactiveTimeout
Default Value: 15
Valid Values: Any positive integer
Changes Take Effect: At next login
Dependencies: Server/SessionTimeout, auth/provider

Specifies the inactivity interval for WFM Web for Supervisors before sessions time out.

When this option value is set to 0, WFM keeps the session active indefinitely. When this option is set
to a positive integer greater than 0, the session expires after that duration of inactivity.

When this option is not set, the session expires after the 15 minutes of inactivity.

If the value of SupervisorSessionInactiveTimeout is less than the value of SessionTimeout, there is no

dependency on the auth/provider, inactivity interval=SupervisorSessionInactiveTimeout value.

If the SupervisorSessionInactiveTimeout value is greater than the SessionTimeout value:

• if auth/provider="wfm", then the inactivity interval is equal to the SupervisorSessionInactiveTimeout

value.
• if auth/provider=” ” (empty string), then the inactivity interval is equal to the SessionTimeout value.

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Web Options Section

UsePartitionedCookie
Default Value: false
Valid Values: true or false
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.220.15

When the user logs into WFM Web the system generates a new session cookie. If the option is set to
true, the new session cookie will be marked as partitioned and will be available even if WFM Web is
embedded into another page with a different domain.

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Web Identity Section

Identity Section

• ApplicationType

ApplicationType
Default Value: WFMWeb
Valid Values: WFMWeb
Changes Take Effect: Immediately
Dependencies: None
Discontinued: 8.1.3

Tip
This option is removed from the template and no longer used.

Specifies the Workforce Management component for this application.

Configure this option only if you are using an application of type ThirdPartyServer.

(Optional in Framework 8.x environments.)

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Web Client Section

Client Section

• ConfigServiceClientTimeout • SOAPTimeout

ConfigServiceClientTimeout
Default Value: No default value
Valid Values: Any positive integer
Changes Take Effect: After the application restart
Dependencies: None
Introduced: 8.5.220.15

Specifies the number of seconds to wait for the response from the Configuration Server before timing
out.

Important
If this option value is not set to use a specific value the default value from the third
party library is 30 sec.

SOAPTimeout
Default Value: 60
Valid Values: Any positive integer
Changes Take Effect: After restart
Dependencies: None

This option is mandatory.

Specifies the time interval (in seconds) to wait for a response from WFM Server before timing out.

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Web Adherence Section

Adherence Section

• RefreshTime

RefreshTime
Default Value: 10
Valid Values: Any positive integer
Changes Take Effect: After next client login
Dependencies: None

This option is mandatory.

Specifies the amount of time (in seconds) between updates to the real-time agent adherence data
displayed in WFM Web

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Web AgentBidding Section

AgentBidding Section

• AllowBidding

AllowBidding
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not agent bidding is enabled as part of Schedule Bidding.

See the details in Workforce Management Web for Supervisor Help.

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Web AgentCustom Section

AgentCustom Section

Important
The options in this section are intend for use by Genesys Professional Services only. To
ensure the the custom module appears in the Web for Agents interface, all three
options in this section must be added.

• agenttag • name • url

agenttag
Default Value: " " (string)
Valid Values: The agent ID
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the string that is searched in the url configuration option and substituted with the agent ID
from WFM. It identifies the agent, for whom the custom information is displayed.

The only valid value for this option is the agent ID. For example, AgntID6528.

name
Default Value: No default value
Valid Values: Any name
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies the name that is displayed in Web for Agents' interface together with WFM's standard
modules such as, Schedule, Trading, etc.

Valid values for this option can be any name. For example, My Adherence.

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Web AgentCustom Section

url
Default Value: No default value
Valid Values: Any valid URL
Changes Take Effect:
Dependencies: None

This option is mandatory.

Specifies the URL that points to a third-party application that opens and displays the custom page
when the custom module is selected.

Valid values for this option can be any URL. For example, http://www.customapps.com/agenttag.

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Web AgentSchedule Section

AgentSchedule Section

• AccessLevel • AllowInsertExceptions • SaveAsynchronously

• AllowAccessToCarpools • CommitAgentInsertedExceptions
• AllowAccessToOthersSchedule • LimitScheduleDetails

AccessLevel
Default Value: 2
Valid Values: 1, 2, 3
Changes Take Effect: Immediately
Dependencies: None

Specifies which filtering options appear in the Other Schedules view in Web for Agents UI and how
much data an agent can see. (The People I work with view is always visible.)

Enter a valid value to specify which other options are available:

• 1—My Team
• 2—My Team and My Site
• 3—My Team, My Site, and My Business Unit

Tip
When running WFM Server 8.5.207 or later with WFM Web, use this configuration
option to control agents' schedule trading options (who they can trade with). When
running WFM Server 8.5.206 or earlier with Web, use the [AgentTrading]
TradeOnlyInsideTeam configuration option to control agents' schedule trading options.

AllowAccessToCarpools
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

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Web AgentSchedule Section

Specifies whether or not agents can access Shared Transportation functionality.

If this option value is set to true, agents can access Shared Transportation functionality in the Web
for Agents My Schedule view, sidebar, and other locations. If set to false or not set, Shared
Transport functionality is disabled.

Important
Shared Transport functionality for supervisors is not enabled or disabled by using this
configuration option. To enable Shared Transport for superviosrs, see Roles in the
Workforce Management Web for Supervisors Help.

AllowAccessToOthersSchedule
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can see other agents’ schedules.

If this option value is set to true, agents can see other agents’ schedules in the Other Schedules
view in the Web for Agents Schedule module.

AllowInsertExceptions
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not agents can add Exceptions to their schedule.

If this option value is set to true, agents can access the Add Exception button and its underlying
functionality in the Web for Agents My Schedule view.

CommitAgentInsertedExceptions
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: Enabled only if AllowInsertExceptions is set to true

Specifies whether or not WFM commits Exceptions to the schedule when inserted by agents.

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Web AgentSchedule Section

If this option value is set to true, Exceptions that are inserted by an agent are committed to the
schedule or inserted pending approval by a supervisor.

LimitScheduleDetails
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not WFM replaces the actual names of non-tradeable Exceptions and Time-Off
items with generic names in the Web for Agents Other Schedules view. Administrators use this
feature to hide sensitive information, if required.

If this option value is set to true, WFM replaces the actual names of non-tradeable Exceptions and
Time-Off items with generic names in the Web for Agents. If this option value is set to false, WFM
displays the actual names of Exception and Time-Off.

SaveAsynchronously
Default Value: true
Valid Values: true, false
Changes Take Effect: after re-login

Specifies whether the modal progress dialog box appears on each save operation of agent’s schedule
(value is set to true) or not (value is set to false).

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Web AgentTimeOff Section

AgentTimeOff Section

• AllowEnterFullDayStartEnd • AllowTimeOffPlanner • SeparateStartEndForEachDay

• AllowEnterPaidTime • AllowWaitList

AllowEnterFullDayStartEnd
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can specify start and end times in full-day time-off requests.

If this option value is set to true or if the option is not set, agents can specify start and end times in
full-day time-off requests.

AllowEnterPaidTime
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can specify the number of paid hours to deduct when creating or
editing full-day time-off requests.

If this option value is set to true, agents can specify the number of paid hours to deduct when
creating or editing full-day time-off requests in the Time-Off Request view.

AllowTimeOffPlanner
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

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Web AgentTimeOff Section

Specifies whether or not the Time-Off Planner is visible in WFM Web for Agents interface.

If this option value is set to true, the Time-Off Planner is visible in WFM Web for Agents.

AllowWaitList
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can submit time-off requests to be wait-listed.

Tip
This option is applicable to WFM Web for Agents (Classic) only and must be added
manually. It is deprecated in 8.5.205 and later releases of WFM Web for Agents.

If this option value is set to true and agents submit time-off requests that violate time-off limits, they
can submit the time-off request for wait-listing. If this option value is set to false, agents are not
permitted to submit time off for wait-listing.

Important
Even when this option is set to false, a supervisor can wait-list a time-off request
when adding or editing the item through the WFM Calendar. However, if the agent
subsequently edits the wait-listed time-off item, the status changes, and the item is
no longer wait-listed.

SeparateStartEndForEachDay
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can define separate (and different) start and end times for each full
day in time-off requests that span multiple days.

If this option is set to true, agents can define separate (and different) start and end times for each
full day in time-off requests that span multiple days. If this option is set to false or not set, agents
can define only identical start and end times for full days in time-off requests.

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Web AgentPreferences Section

AgentPreferences Section

• AllowPreferences

AllowPreferences
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not the Preferences module is displayed in the WFM Web for Agents user
interface.

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Web AgentTrading Section

AgentTrading Section

• AllowAccessToOthersSchedule • AllowScheduleTrading
• AllowNoComments • TradeOnlyInsideTeam

AllowAccessToOthersSchedule
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: AllowScheduleTrading

This option is mandatory.

Specifies whether or not agents can see other agents’ schedules in the Schedule > Trading view in
WFM Web for Agents.

If this option value is set to true, agents can see other agents’ schedules in the Schedule >
Trading view.

Tip
You must first enable schedule trading for agents. See the AllowScheduleTrading
configuration option.

AllowNoComments
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

Specifies whether or not agents can enter comments when working with shift trades.

If this option value is set to true, agents cannot enter comments while working with shift trades.

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Web AgentTrading Section

AllowScheduleTrading
Default Value: true
Valid Values: true, false
Changes Take Effect: Immediately
Dependencies: None

This option is mandatory.

Specifies whether or not the Trading functionality is enabled for agents.

If set to true, trading is enabled and the Trading module is visible to agents in the WFM Web for
Agents interface. If set to false, trading functionality is disabled and does not appear in the agent's
UI.

TradeOnlyInsideTeam
Default Value: true
Valid Values:
Changes Take Effect: Immediately
Dependencies: AllowScheduleTrading, AllowAccessToOthersSchedule

This option is mandatory.

Specifies which schedules agents can see.

If this option value is set to true, agents see only schedules of other agents who are in the same
team. If set to false, agents see schedules of other agents who belong to the same site.

Tip
When running WFM Server 8.5.206 or earlier with WFM Web, use this configuration
option to control agents' schedule trading options ( with whom they can trade). When
running WFM Server 8.5.207 or later with Web, use the [AgentSchedule]
AccessLevel configuration option to control agents' schedule trading options.

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