Workforce Optimization - Minimum Desktop Requirements

Windows Operating Systems

The following table lists the supported Operating Systems, for each Desktop Application installed on the end user machine.

 

Windows 8.0, 8.1 (64-bit, 32-bit)

Windows 2008 (64- bit, 32-bit) R2, R2

Windows 7, 7 SP1 (64-bit, 32-bit)

Windows Vista SP2 (32-bit)

Windows Vista SP1 (32-bit)

Windows 2003 SP1, SP2, R2 (32-bit)

Windows XP SP3

Windows XP SP1, SP2

Playback

OK

OK

OK

OK

OK

OK

OK

OK

Standalone Form Designer

OK

OK

OK

OK

OK

OK

OK

 

Content Producer

OK

 

OK

OK

OK

OK

OK

 

Strategic Planner

OK

 

OK

OK

 

OK

OK

OK

Desktop Gadget

OK

OK

OK

OK

OK

OK

OK

OK

Desktop and Process Analytics (DPA) Client

OK

OK

OK

OK

OK

 

OK

 

 

Hardware Specifications

The following table lists the hardware requirements for the workstations, per user role and per application with specific requirements where relevant. Applications that are not specified in this table have no specific requirements.

Specification

Requirements

Agents

Supervisor Manager Admins

Forecasting and Scheduling

Disk Space

For Desktop and Process Analytics:

  • 10 MB for installation files and 100 MB to ensure processes run when there is no network

OK

OK

 

CPU

For Forecasting & Scheduling:

  • Minimum: 1 GHz
  • Recommended: 2 GHz
  • For large enterprises with more than 2000 employees (and/or 100 queues) 3 GHz

 

 

OK

For Desktop and Process Analytics:

  • Minimum: 1 GHz
  • Recommended: 2 GHz

OK

OK

 

Memory

For Forecasting & Scheduling:

  • Minimum: 1 GB
  • Recommended: 2 GB
  • For large enterprises with more than 2000 employees (and/or 100 queues) 4 GB

 

 

OK

For Desktop and Process Analytics:

  • Minimum: 1 GB
  • Recommended: 2 GB

OK

OK

 

Monitor

1024 x 768 high color - 16 bit

OK

OK

 

For Forecasting & Scheduling:

  • Recommended: 1280 x 1024

 

 

OK

For Speech Analytics:

  • Recommended: 1280 x 1024

 

OK

 

Sound/Video

Cards

Sound card and speakers, and/or headphones

 

OK

OK

Peripherals

Keyboard, Mouse, CD-ROM drive (or access to a shared network drive)

OK

OK

OK

Network

10-100 Mbps 10-BaseT LAN Card

OK

OK

OK

 

Internet Explorer Supported Versions

The following web browsers are supported:

  • Internet Explorer 11.0 32-bit in compatibility mode and enterprise mode
  • Internet Explorer 10.0 32-bit in compatibility mode only
  • Internet Explorer 9.0 32-bit in compatibility mode only
  • Internet Explorer 8.0 32-bit in compatibility mode only
  • Internet Explorer 7.0 32-bit

 

Third Party Software Required by Desktop Applications

The following table lists the minimum 3rd party software requirements for each Desktop Application installed on the end user machines.

 

Microsoft Windows Installer 3.1 or later

Microsoft Data Access Components (MDAC) 2.8 SP2

Microsoft .NET Framework 2.0 SP1

Microsoft .NET Framework 3.5

Microsoft Visual C++ 2008 Runtime 32-bit**

Microsoft® DirectX® 9 or higher

MSXML 4.0 SP3

MSXML 6.0 ****

Adobe® Flash® Player Plugin version 7 or later

JRE 1.4.2 uses Access Bridge 1.2 or 2.0  ***

Java Access Bridge: V1.2 for JRE 1.4 or Lower; V2.0.2 for JRE 1.5 or above

Playback

OK

 

 

 

OK

OK

 

OK

 

 

 

Standalone Form Designer

OK

OK

 

OK

 

 

 

 

 

 

 

Content Producer

 

 

*

 

*

OK

*

 

OK

 

 

Strategic Planner

OK

 

 

 

 

 

 

 

 

 

 

Desktop Resources

OK

 

OK

 

 

 

 

 

 

 

 

Desktop Gadget

 

 

 

OK

 

 

 

 

 

 

 

Desktop and Process

 

 

 

 

 

 

 

 

 

OK

OK

Analytics (DPA) Client

 

 

 

 

 

 

 

 

 

*****

 

* MSXML 4.0 SP3 is required for Content Producer in order to produce Interactions clips.

** When running Windows 64-bit Operating Systems, note that Microsoft Visual C++ 2008 Runtime 32-bit is required.

*** If a customer's third party software requires a specific legacy Java environment, the Java access bridge version for this legacy Java environment must be installed. For details, see http://www.oracle.com/technetwork/java/javase/tech/index-jsp- 136191.html.

**** MSXML 6.0 is required for the latest hotfix of the playback desktop application.

***** DPA uses Java Access Bridge when DPA triggers are required on Java based applications and are configured to capture screen controls within of the Java applet.

 

Third Party Software Required for Browsing

The following lists the prerequisite software required to enable workstation users to browse to the web based applications:

Adobe Flash Player Plugin

Version: 7 or higher

  • Required for Trend Analysis performed in Speech Analytics applications.
Java Run-time Environment (JRE)

Version: JRE 6.0, JRE 7.0, or JRE 8.0 are supported including all minor version releases.

The following web client applications require JRE:

  • Data Analytics Instance Builder
  • Storage Manager Rule Editor used by Speech Analytics
  • Strategic Planner
  • WFM packages using Pulse, Adherence, Calendar and Forecasting & Scheduling
  • Ad-Hoc Reporting (excluding JRE 0)
Windows Media Player

Version: 9 or higher

 

  • Required to listen to sound prompts and customer recordings in Customer
  • Required to play back files using Windows Media Player from workstations, without browsing to the Interactions Home

NOTE: Regarding Java Run-time Environment (JRE), in the Java Control Panel, the Keep temporary files on my computer option must be enabled on the client workstations. Otherwise, each time the user logs on and creates a session, the security prompts are displayed.

 

Software Dependencies between Desktop Applications

The following table lists the desktop applications, that as a prerequisite, require other desktop applications to be installed.

Desktop Application

Desktop Resources

Multimedia Support Package or Playback

Playback

OK

 

Standalone Form Designer

OK

 

Content Producer

 

*

Strategic Planner

 

 

Desktop Gadget

 

 

Desktop and Process Analytics (DPA) Client

 

 

* Required in order to produce Interactions clips.

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