I successfully updated the complexity to allow 7 days/14lines by editing our existing rule. However, agents' trade requests are failing on a segment boundary rule that was set to apply to Full-Day requests. I updated that to "does not matter," and they are still failing. Does anyone have any good tips for this? Do I need to create a new segment boundary rule? Any help would be appreciated!

We've validated this across multiple users, teams, advisors, and state codes. The issue is visible in both RTA alarms and Employee Detail screens, suggesting the problem occurs before alarm calculation.

We've reviewed:

• Alarm configuration

• State/reason code mappings

• Calculator assignments

• Client and server configuration

No configuration issues have been identified.

A historical Tally Server Error (09/05/2026) was noted around the time the issue first started occurring.

Has anyone experienced similar behaviour where RTA retains historical advisor states and fails to update in line with Alvaria? Any guidance on Tally Server, Updater Server, Adherence Feed processing, or known stale state issues would be appreciated.

Thanks.

To view the complete document, click the PDF attachment.

The tables in the document reflect the planned Aspect Cloud Workforce™ database schema changes for October 2025. These changes will be rolled into the Alvaria DUB and LGW regions on 10/16/2026 and into the IAD region on 10/23/2026.

In the tables, the Audience column designates the availability for that schema change. The Enablement Method column in the tables describes the method by which the designated schema change will be deployed.

In most cases, changes are automatically delivered. Documentation related to the schema change, if available, is found in the Documentation column. In some limited cases, documentation may follow the feature being released by as much as two weeks.

To view the complete Product Lifecycle, click the PDF attachment above.

This guide describes product lifecycle milestones for Aspect cloud, premise, hosted, and retired legacy products and releases. It defines general availability and the end of new sales, add-on sales, support, and service life. Product and release tables provide milestone dates and comments, including historical revisions and product transitions.

Audience and User Roles

This guide is intended for customers who need product and release lifecycle information to inform purchasing, support, upgrade, or retirement planning.

What you can do

• Distinguish general availability (GA), End of New Sales, End of Add-on Sales, End of Support, and End of Service Life to understand each milestone’s implications.

• Look up cloud product GA dates and review how maintenance and software upgrades are included with an active subscription.

• Look up release-specific sales, support, and service-life milestones for Aspect Workforce™, Aspect Performance™, Aspect Quality™, and Aspect League™, along with other premise and hosted products.

• Consult retired-product tables for historical lifecycle dates, announcement notes, revised milestones, and product transition information.

What is in the full guide

• Definitions – Defines GA Date, End of New Sales, End of Add-on Sales, End of Support, and End of Service Life.

• Aspect Cloud Products & Releases – Lists cloud products and release GA dates, with subscription maintenance and upgrade information.

• Premise & Hosted Products & Releases – Lists release-specific lifecycle milestones for Workforce, Performance, Quality, League, Noble Gamification, and Alvaria Automate.

• Retired Legacy Products & Releases – Provides historical lifecycle tables for retired software, hardware, platforms, and associated products, including revisions and announcement comments.

Key search terms

Aspect product lifecycle, general availability, end of new sales, end of add-on sales, end of support, end of service life, retired products

To view the complete guide, click the PDF attachment above.

This guide describes the refreshed visual experience in Aspect Cloud Workforce™ v26 and compares it with v25. It covers changes to shared controls and familiar pages, what remains unchanged, and minor improvements to recording downloads. The examples focus on appearance and orientation rather than new functionality; established workflows, data, permissions, and existing configuration remain unchanged.

Audience and User Roles

This guide is intended for users preparing for or getting familiar with the v26 interface. Available pages and features depend on your assigned role, permissions, licensed features, and organization configuration.

What you can do

• Compare v25 and v26 screens to recognize refreshed navigation, dashboards, dialogs, grids, and date pickers.
• Identify visual changes in Schedule Editor, Intra-Day Staffing Balances, Real-Time Adherence (RTA), Forecaster, and Performance dashboards without changing familiar workflows.
• Use familiar page titles, task names, labels, and tooltips to identify restyled controls and icons.
• Understand what carries forward, including saved workspaces, favorites, filters, grid preferences, and configured activity and schedule colors.
• Recognize the Quality Management recording download changes: MP4 requests, capture-date-and-time filenames, and messages when downloads fail.

What is in the full guide

• What to expect – Introduces changes to colors, typography, icons, spacing, and shared interface controls.
• What remains the same – Explains how workflows, data, configuration, permissions, and saved preferences carry forward, and when the refresh becomes available.
• Minor changes beyond appearance – Describes recording download improvements and restyled toolbar icons.
• Visual comparisons – Shows before-and-after examples of 16 familiar pages and controls, including schedules, staffing, adherence, forecasting, and dashboards.
• Areas included in the refresh – Lists the Workforce, Quality, and Performance experiences covered by the visual update.
• Tips for getting comfortable with v26 – Provides orientation tips for recognizing familiar pages, actions, and controls.
• Frequently asked questions – Answers questions about workflows, access, saved settings, schedule colors, font availability, screen variations, and upgrade timing.

Key search terms

Aspect Cloud Workforce v26, v26 visual refresh, v25 to v26 UI changes, Schedule Editor, Real-Time Adherence, recording downloads, WEM interface

 We are using the Aspect Cloud Workforce REST API (server https://wfm-api.ap-001.iad.os.aspect.com/prod) to automate our short-term planning reports. We can retrieve forecast data from the IDP without issues, but we have not been able to retrieve actual volume.

What works:

- POST /v1/idp/{id} with includeForecastGroupColumns -> columnIdentifiers ["RVSFORVOL", "ORGFORVOL", "RVSFORAHT", "ORGFORAHT"] returns data correctly.

What does not work:

- We need the actual calls offered (the ANCO column we see in the IDP screen). Every identifier we tried returns 400 BAD_REQUEST "Element <X> does not exist", including: ANCO, ACTVOL, ACTAHT, ACTCO, ACTANCO, ACD:ANCO, ACTUAL_VOLUME, among others.

- We tried this with both POST /v1/idp/{id} (includeForecastGroupColumns and includeStaffGroupColumns) and POST /v1/search/idp/details (forecastGroup.elements), with the same result.

- The API documentation says column identifiers correspond to the "Internal Field Name" in the Workforce SDK Developer Guide, "Intra-Day Performance Column Descriptions" section, but we do not have access to that guide.

Example request (for reference):

- IDP id: -989791379977 (UK CUSTOMER SERVICE, 9/15/2026)

- Forecast group id: -989797728755 (UK CUSTOMER SERVICE)

- Also needed for: -989797730923 (UK COLLECTIONS IB)

Could you please help us with:

1. The correct column identifier (Internal Field Name) for ANCO / actual calls offered, and actual AHT if available.

2. A copy of, or link to, the Workforce SDK Developer Guide – "Intra-Day Performance Column Descriptions" section.

3. Confirmation of whether actual (historical) columns require any additional permission or configuration for our API client.

FYI: "the IDP column titled ANCO (Actual Vol) — what is its API column identifier? The equivalent for RVOL is RVSFORVOL."

Thank you for your help.

Aspect Intelligence: Automating Voluntary Time Off & Overtime is launching as part of our Q4 2026 release. The requirements below reflect customer eligibility for this initial launch.

We plan to expand support to additional ACD/CCaaS platforms and regions in the future. As availability expands, we’ll update this page with the latest eligibility requirements.

Amazon Connect WFM Customers: Aspect Intelligence: Automating Voluntary Time Off & Overtime Prerequisites

• Aspect Intelligence is enabled.
• Support is available only in the US.
• Aspect Public Cloud WFM is deployed in the TRI region.
• Aspect Public Cloud WFM is used with Amazon Connect as the ACD.
• WFM is configured and operational with Amazon Connect and generates the required IDP metrics (e.g., Net Staffing).
• WFM is integrated with Amazon Connect and receives the required real-time data.
• WFM is integrated with Amazon Connect and receives the required historical data.
• Aspect Cloud Workforce (the New Experience) is deployed in the TRI region.
• Amazon Connect API access for the Aspect Intelligence: Automating Voluntary Time Off & Overtime feature is configured using the steps provided by Aspect.
• The required Amazon Connect access parameters (ARN and unique identifier(s)) for the Intraday Automation feature are provided to Aspect.

Items 9–10 are specific to the Aspect Intelligence: Automating Voluntary Time Off & Overtime — Public Launch (For Customers) feature.

Non-Amazon Connect ACD/CCaaS WFM Customers: Aspect Intelligence: Automating Voluntary Time Off & Overtime Prerequisites

• Aspect Intelligence is enabled.
• Support is available only in the US.
• Aspect Public Cloud WFM is deployed in the TRI region.
• Aspect Public Cloud WFM is in use.
• WFM is configured and operational with the existing ACD/CCaaS platform.
• WFM can generate the required IDP metrics.
• Aspect Cloud Workforce (the New Experience) is deployed in the TRI region.

This guide explains the information and AWS configuration needed to connect Aspect Intelligence: Automating Voluntary Time Off & Overtime to your Amazon Connect environment.