Knowledge Base Number: KB123140

Workforce Optimization Update

Document Created via SQL Services Reporting Tool using template: 176
Report Execution time [GMT+2 MM/DD/YYYY]: 2/12/2018 10:55:13 PM

This document describes how to install the software update.

Note: Use top left arrow icons (next and previous page/s), to browse installation notes and fix descriptions of
previous KBs

Cumulative KB (Hotfix) for (Internal Name): Interaction Web Applications

Last Update Feb 11, 2018

Component Name QM Web Applications

MSI Version (Build): 15.1.0.20213
Applicable Version(s): 15.1 FP0
Dependencies None
Affected Server Role(s) Interaction Applications
Affected Platform(s) Consolidated
Data Center
Application
Downtime Applications Only
Description This KB includes the following fixes:

________________________________________
QC#202743:

When searching for interactions, no interactions are returned. When searching for interactions in the
Contact Database, the interactions' metadata is available.

________________________________________
QC#204238:

Incorrect form score calculation after submitting and then editing an evaluation.

________________________________________
QC#205092:

When changing the form status in the Form Designer, a general error is displayed, and as a result the
form is not available in the form fill-out area.

________________________________________
QC#206175:

Cannot edit comments on questions in a submitted evaluations.

________________________________________
QC#206176:

When reducing the width of the Form Fill-out area, the Submit button is no longer displayed.

________________________________________
QC#206507:

Section score is visible in the Form Fill-out area even though in the section settings in the Form Designer
the score is set to be hidden.

________________________________________
QC#206508:

In the Advanced Search window, when selecting groups in the Employee tab, the selected groups are not
displayed in the summary at the bottom of the window.

________________________________________
QC#206509:

In an evaluation form, when clicking the down arrow on an answer drop down and clicking a hotkey letter,
the wrong value is selected in the drop down.

________________________________________
QC#206513:

Form score does not change after modifying the answer to a question and clicking Calculate.

________________________________________
QC#206528:

After trying to submit a form with a mandatory unanswered question, user answers the question but the
red asterisk still appears in the section, category, and question.

________________________________________
QC#206536:

High CPU usage on systems with large number of forms and ECD data.

________________________________________
QC#206911:
 After setting an answer to N/A, and recalculating the score, the score remains the same.

________________________________________
QC#206912:

When changing an answer from Yes to No, the question's score icon does not display correctly.

________________________________________
QC#206928:

After editing an answer, the question's score icon is empty and does not display the score.

________________________________________
QC#206983:

After submitting a form with an annotation, when viewing the form, only the annotation icon is displayed.
The annotation is selected in the Annotation window.

________________________________________
QC#206987:

After submitting a form, the rating set does not change automatically to the correct rating set according to
the score value.

________________________________________
QC#206991:

After submitting a form with auto-populated ECDs, the ECD field names display the parameter name
instead of the value.

________________________________________
QC#207338:

When calculating score in form designer - form preview, no result retrieved

________________________________________
QC#207342:

ECD configured with type text remains empty after form submitted

________________________________________
QC#207355:

After submitting a form with Shared Data Status, the status field is not saved.

DISCLAIMER: Only individuals trained to install the Verint Systems software (including customer’s personnel, a Verint Systems
technician, or authorized Verint Systems partner) should install this software (SW) update. Before installing this SW update,
read the instructions included in the file (or any other additional documentation) and ensure that the system is fully backed up
according to the instructions contained in the Enterprise Suite Maintenance Guide. It is recommended that the SW update is
initially installed and tested in a lab environment. In the event this SW update is not installed according to the instructions, or
the installation is not performed by a Verint authorized individual, Verint Systems may charge you additional fees to correct any
errors made; this is in addition to any subscription support fees paid by you. Verint Systems will not be held liable for
installations of the SW update if these instructions are not followed. For any questions, contact your local Verint Systems'
Support Center or authorized Verint Systems partner.
© 1997-2017 Verint Systems Inc. All Rights Reserved Worldwide.
Installation and Configuration
Installing this software update requires downtime of Interaction Web Applications.

As a result, all QM applications are affected for approximately 30 minutes.

To install the software update:

1 Copy KB123140.msi to the target machine or insert a CD containing the SW update to the CD-ROM drive of the
machine.

2 In the Start menu, type services.msc and press Enter.

3 From the Services Control Panel, stop the following service: IIS (World Wide Web Publishing Service).

4 From the System Tools Run tab, double click Watchdog.

5 From the Watchdog Control Panel, stop the following services:

x Watchdog

x Impact System Monitoring Agent

x Impact Configuration & Monitoring Service

6 In Start > Programs > Accessories, right click Command Prompt and select Run as Administrator.

7 Type the following command to the Administrator: Command Prompt window: msiexec /i c:\ KB123140.msi and
press Enter.

8 Follow the instructions to complete the installation.

9 From the Services Control Panel, start the following service:

x IIS (World Wide Web Publishing Service).

10 From the Watchdog Control Panel, start the following services:

x Watchdog

11 Delete the SW update installation files from the machine.

12 It is recommended to perform IIS reset in order to reflect the changes (in cases server is not rebooted).

Rollback
Uninstalling this software update requires downtime of Interaction Web Applications.

As a result, all QM applications are affected for approximately 30 minutes.

1 In your Windows tool tray, right click the System Tools icon and select the Run tab.

2 Double click Watchdog and from the Watchdog Control Panel, stop the following services:

x Watchdog

x Impact system Monitor Agent

x Impact Configuration & Monitoring Service

3 Click Start > Run, type services.msc and verify that the World Wide Web publishing (w3svc) is stopped. If
running, stop the service.

4 From Add/Remove Programs, uninstall KB123140.msi

5 Follow the instructions to complete the installation.

6 From the Services Control Panel, start the following service: IIS (World Wide Web Publishing Service).

7 From the Watchdog Control Panel, start the following services:

x Watchdog
Previous Cumulative Software Updates:
KB Released KB Description
Number in HFR
KB123057 QC#203576: When performing an Advanced Search, the previous search
criteria appear in the Advanced Search fields.
QC#204064: In vCRM flow, the results grid displays the default columns instead
of the columns that were previously configured.
QC#204641: Employees cannot search for interactions or evaluations older
than 30 days.
KB123022 QC#201694: If you edit a published form and save it as a new revision with
status Staged, when loading the form in the Form Fill-out area, the form does
not display the changes you made to the form.
* In order to see the fix, you must also install QM Database KB122944 or
higher.
KB123020 • QM evaluation package Performance improvements that can be
enabled in "Collapsed Form Mode" option in preference -> Interactions
menu
In Order to see "Collapsed Form Mode" option localized properly in user
prefrences window , KB123021 should be installed

• When filling out an evaluation, the user can no longer access an entry
in a List Box using the keyboard.
• Reports created with question type Text List - Drop Down List do not
contain accurate data.
• In QM evaluation form when using tab to move between questions will
skip hidden notes and go to the next question.

KB122994 QC#204422: High CPU and memory usage is causing performance issues on
the WFO application servers .

QC#202215: When performing an Advanced Search with a date range more

than 30 days and selecting a switch ID, an error message is displayed to add a
switch ID even though a switch ID is already selected.

QC#202795: When the system language is set to Hebrew, when creating a flag
in the Flag Manager, the 'hidden' and 'visible' radio buttons are switched.

QC#202527: I n the Speech Analytics > Advanced Analysis > Manage Reports
window, when deleting a report and confirming the deletion, the Manage
Reports window closes before you can save the change. When reopening the
Manage Reports window, the report is not deleted.

KB122917
QC#199851: When a user fills out an evaluation form but does not save or
submit the form, when navigating away from the page, no warning is displayed
to the user regarding unsaved data.

QC#202483: Users that do not have privileges to perform evaluations are able
to perform evaluations and submit them in the system.

QC#203318: When filling out an evaluation, the user can no longer access an
entry in a List Box using the keyboard.

QC#204061: Reports created with question type Text List - Drop Down List do
not contain accurate data.

QC#204164: When clicking Next in the Shared Inbox, the interaction's

metadata is not updated in the Player.

KB122892 QC#203783: Performing a search in Interactions increases memory usage.

KB122879 QC#199850: The Comments field in evaluation forms is disabled and the
evaluator cannot add comments.
QC#199901: Cannot submit an evaluation if the language under User
Preferences is set to French.
QC#201184: After editing an inbox rule, the changes are not saved.
QC#201799: When editing an inbox rule, and selecting a Chinese group name,
the group name gets corrupted.
QC#201801: When editing an inbox rule, and selecting a Chinese group name,
the group name gets corrupted.
QC#203825: QM form performance, forms are unusable

KB122862 QC#201694: After editing and saving a published form as a new version and
setting it's status to staged, when viewing the form in the portal, the form does
not contain the changes.

QC#202693: In the Advanced Search, when adding additional search criteria to

the default search criteria, the additional search criteria are ignored in the
search results.

QC#202874: Cannot edit an evaluation after it is submitted.

KB122823 QC#200932: In interactions searches, the local start time for interactions is
displayed according to the user's time zone.

QC#200961: In Analysis Reports with report type Interaction Metrics

Distribution, the results d o not match the actual number of interactions.

QC#200964: When refining the search results, selecting more filters does not
take into account filters that are already selected.

QC#202545: When accessing the Search Results workspace, cannot drill down
to an interaction before the Refine Results pane finished loading.

ESR# 4899306:
NOTE: For the fix to take effect a filter needs to be defined. click on the filter
icon and select the
Date section. make sure you check the Use Local Time checkbox.
After doing that the number of interactions in the report and in the search
should be the same.

KB122814 QC#202595: In the Interaction Review workspace, a timeout exception occurs

while loading the form fillout area.
KB122770
QC#201521: If the user starts filling a forn while the form is loading, the option
to save the form as a draft is not available.

KB122733
QC#199203: Unable to view Chinese characters when exporting an Interactions
analysis report.

QC#199846: User is unable to delete evaluations that are saved as a draft.

Only superusers are able to delete draft evaluations.

QC#199847: Internal error is received when playing back interactions in

Speech application.

QC#199850: Option to add comments or questions in an evaluation form is

unavailable.

KB122721 QC#200448: When marking all the answers in a form to No or N/A (if N/A is
available), the form cannot be submitted.

QC#200451: After performing an advanced search according to selected

employees, and then reopening the Advanced Search window and removing
the employees from the Selected Employees list, adding a different employees
to the Selected Employees list also adds the employees that you previously
deleted.

QC#200633: In the Interactions Review workspace, the list of forms takes a

long time to load.

KB122700 QC#200633: There may be a delay to display the list of forms available in the
fill-out area (under Evaluations/Assessments).

KB122695 QC#200563: After you assigned a flag to an evaluation, the Send Feedback
option was not active.
KB122686 This KB resolves the following issue:

In Chinese systems, Chinense letters are displayed as questions marks in

saved evaluations.

KB122648 This KB adds the ability to view Text interactions in the Interaction Review
workspace.
KB122645 QC#198927: In an evaluation form, auto-fail questions with visibility rules are
displayed in the form. When opening the submitted evaluation, some auto-fail
questions are no longer displayed.
KB122600 QC#198056: Performance issues when loading a large evaluation form in IE.

QC#198876: The order of the Custom Data in the Advanced Search window
does not match the order that is set in the Custom Data window.

QC#198878: The Evaluation Summary per Group report does not handle multi-
text type questionsi i n forms. It calculates scores only for
Yes/No or Five Rank type questions. It does not calculate scores for multi-text.

QC#199014: Terminated employees still display as Active in the Monitor

Employees screen.

KB122494 QC#197577: Cannot submit a form when a visibility rule is applied to a question
that is both mandatory and hidden.

QC#197703: Questions are still enabled for editing after a form is submitted.

QC#197716: Users can add annotations after a form is submitted.

QC#197804: Inconsistent behavior of shared data in a submitted form.

QC#197591: Edit comment not reflecting while the evaluator is not the same
evaluator that submitted the evaluation.
KB122388
QC#196191: After submitting a form, spellchecker corrections are not saved.

QC#196194: Unable to display the comment box while evaluating an

interaction.

QC#196230: While loading a submitted evaluation, users can edit the form.

QC#196232: When loading an evaluation form with visibility rules, the form
does not load properly.

QC#196984: When loading an evaluation form with visibility rules, the form
loads with duplicate questions.

QC#196985: The scroll bar disappears when resizing widgets.

QC#196986: When loading an evaluation form with visibility rules on sections or

categories, if a visibility rule is activated before the section or category is loaded
the rule is not applied.

QC#196988: When drilling down to a submitted evaluation, while loading the

evaluation, users can modify answers and the changes can be submitted.

QC#196989: While loading an evaluation form, when typing in the comment

box there is a delay between keystrokes.

QC#196990: When drilling down to a submitted evaluation, spellchecker

changes are not saved.

QC#196992: When loading a submitted evaluation with a category that was

disabled by a visibility rule, the disabled category looks greyed out but you can
still edit it and submit the form again.

QC#197015: When editing an evaluation with a Set Value scoring rule on the
entire form, the form's score is not updated.

QC#197018: An evaluation can be submitted even if some mandatory

questions were not filled in.

QC#197076: Delay between keystrokes when typing in an evaluation form text

box or comment box.

QC#197152: Cannot delete a saved form unless the form is loaded again.

KB122228 HFR 3 QC#193463: When editing and submitting an existing evaluation, there is a
mismatch between the updated rating and score.

KB122056 QC#192107: When editing and submitting an existing evaluation, there is a

mismatch between the updated rating and score.
KB121950 QC#185887: Browser freezes when trying to print/export forms with collapsed
sections.

QC#186836: Reports that are scheduled to run every hour, fail after about 48
hours.

QC#186837: After creating a new dashboard, widgets lose their configuration

after about a week.

QC#186841: After changing the date format in the User Preferences from US to
UK format, the date format in the Player still displays in US format.
KB121894 QC#186146: In the Player UI, when trying to send an interaction, clicking OK
closes the Send Interaction window but does not send the email.

QC#186149: In the Player UI, the Send Interaction button does not respond
when clicked.

QC#186174: Emails based on speech organizational alert rules contain links to

interactions that open with incorrect or no agent or without transcription or
screens displayed.

KB121859 QC#180396: In evaluation forms, users can enter more characters than the
Comments field can contain. This sometimes causes an error to be returned
when submitting the form, or only part of the comment is displayed when
viewing the form.

QC#182442: When trying to open a submitted evaluation of an agent that

moved to a different organization, the browser gets stuck and does not load the
evaluation. This KB may also require installing KB121528 and KB121513.

QC#184084: When changing the language preference to Portuguese, the

Calculate Score button in evaluation forms does not work.

QC#185617: When printing an evaluation form that contains comments, the

comments are cut off.

This KB may also require installing KB121528 and KB121513.

KB121821 This KB includes the following fixes:

________________________________________

QC#179279:
GSM - for multi-tenancy systems, enable also users that cannot see the "All
Roles" option to change assignments.

KB121818 QC#183665 - In Internet Explorer 11, supervisors/agents experience slow

evaluation form rendering while scrolling through a form.
KB121802 QC#170355: When trying to access certain evaluations, the browser session
hangs and has to be restarted.

QC#183677: The Comments field in Evaluations sporadically disappears.

KB121761 QC#182013: In the Speech Interactions Advanced Search filter, the file upload
button is missing from the Custom Data tab.
KB121759 This KB includes the following fixes:

________________________________________

QC#183822:
Fix an issue whereby a user can see sessions with Conditional Custom Data
that is not assigned to him.

KB121711 QC#181588: In Interactions applications without the Evaluation/Assesment

widget, the Contact Flags i con in the Interaction Review workspace does not
respond after being clicked (no Flag pop-up window appears).

QC#181873: After creating a new group and performing a search in the

Interactions application with the new the group defined in the search criteria,
the search does not return the correct data until the IIS scheduled.
recycle time.

QC#182577: When trying to access a submitted form in the Interactions Review

workspace, the form take a long time to load.

QC#182951: When trying to access a saved evaluation, the page keeps loading
and the evaluation does not open.
KB121678 QC#151270: Cross Correlation Report displays 0 results when selecting the
Group and Duration metrics, even though values exist for each group.
QC#173981: An error message is displayed when creating an Inbox rule and
then trying to edit it.
QC#179034: The Interaction Information grid in the Interaction Data popup
displays a scrollbar even though accessibility mode is not turned on.
QC#180397: When trying to access the Advanced Search window, an error is
displayed: “Failed to retrieve the quick search configuration from the server".
QC#180402: After configuring playback contact gathering to a non-default
setting, contacts are not being gathered as expected.

KB121662 QC#178808: While filling out an evaluation/assessment in the Interaction

Review workspace, the 'Show additional information' arrow in the Summary
section suddenly dissapears and you can no longer view the information in this
section.
KB121596 HFR 2 QC#179036: After drilling down to various interactions, the system starts to
display interactions from previously viewed interactions.

KB121538
QC#177350: When performing an external evaluation, the evaluation start and
end time defaults to GMT despite setting a different timezone in the user's
preferences.

QC#177617: During Real-time Monitoring, the employee status takes too long
to be updated.

KB121508
QC#175721: After installing KB121386 (Interactions application), Calculate
Score in the Form Designer Preview window does not work.

KB121451 This KB includes the following fixes:

________________________________________
QC#174188:

Add support for section 508 to QM 15.1.

In order for 508 to work properly, need to install three additional patches:
• PlayerUI - KB121419 or higher.
• Interaction Localization - KB121475 or higher.
• Foundation - WFO15.1FP0_110.

KB121438 This KB includes the following fixes:

________________________________________

QC#170680:
Upgrade - Employees not saved after upgrade
KB121386 HFR 1 This KB resolves the following issues:

QC#168733: Slow response time when loading an interaction in the

Interactions application. I n order to resolve this QC, t he following KBs must
also be installed:
KB121393 (or higher) - Player UI
WFO15.1FP0_010 (or higher) - WFO Package
KB121400 (or higher) - Framework Foundation

QC#169013: After performing a search with Search Outside Visibility checked,

when opening Advanced Search again, the Employee pane is not grayed even
though Search Outside Visibility is still checked.

QC#169701: When selecting and then unselecting Search Outside Visibility in

the Advanced Search, the search results still display all agents in the results
set.

QC#170020: Slow response time when loading an interaction in the Interactions

application.
KB121271 This KB includes software updates for the following defects:

165006 - Fixed issue that speech alert tags were not displayed
164950 - V11.1 to V15.1 Upgrade BO to SSRS - Error when trying to run
deployed report

KB121097 15.1 FP0 11.2 SP1 hot fix