Workforce Engagement Management

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  • 1.  Duplicate Profiles - Deletion

    Posted 04-25-2022 10:54
    No replies, thread closed.

    Hi Team,

    We did the testing to delete Duplicate Profile ID's which were created as an agent in GAX. We have deleted the duplicate ID's from GAX, but still those IDs are showing up in Genesys WFM.

    I have a Administrator access, however not getting any options to delete these IDs from Genesys WFM. The highlighted in yellow in below screen shots are the those ID's which are not in GAX, but appearing in GWFM general pool.

    Request your assistance to delete these ID's. Thank you. 

    Thanks & Regards,

    Vincent Arokiya Dass S

    Consultant Specialist, Contact Center India | Telecommunication Services, ITID

    HSBC Technology India, Pune

    Raheja Woods, Bld 8 Unit II, Kalyani nagar St, Pune, Maharashtra – 411006, India





    #Scheduling

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    Vincent Dass
    HSBC Global Services (UK) Limited
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  • 2.  RE: Duplicate Profiles - Deletion

    Posted 04-25-2022 11:22
    No replies, thread closed.
    Hi Vincent,
    I am a WFM Customer with Walgreens. We also have this issue and we were informed they will always show in WFM. even though they are now gone from GAX. We call it the ghost profiles. We have to move them to a Duplicate BU so we can tell which profile is the true profile we should be looking at. Looking to hear from Genesys if there are developments to remove them since we asked last.

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    Daisha Devonish-Whiteside
    Walgreens Co.
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  • 3.  RE: Duplicate Profiles - Deletion

    GENESYS
    Posted 04-26-2022 09:23
    No replies, thread closed.
    The agents stay in WFM due to schedule history, the system is not aware that the agent is a duplicate or no longer needed in WFM. Each profile has a unique database ID and if a new profile is built for the same agent they look as if they are duplicated.

    You can purge the database to clean out terminated agents, if this is done you need to ensure that you do not need agents schedule history.
    To obtain the correct process to follow I would contact Product support and raise a support ticket.

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    Tracy
    Genesys
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