Our company often hires people back for our busy seasons in the fall and spring, so we were deactivating them. We found by doing it this way, the WFM scheduled breaks and time off prompts would not work when they were rehired.
So we started to delete the users, which allowed WFM to come up correctly, BUT any interaction that had their name attached to it was lost due to their name being deleted.
We now deactivate just because its more important to have the history of interactions than issues within WFM
------------------------------
[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]
------------------------------
Original Message:
Sent: 07-23-2019 15:59
From: Jason Rogers
Subject: Impact of Deleting/Deactivating Users
We have the same general question about when we should delete vs. deactivate users.
We don't have the same specific question as David because we don't route emails with PureCloud yet but we are wondering about any other implications of deleting vs. deactivating.
------------------------------
Jason Rogers
Ontario Teacher's Pension Plan
Original Message:
Sent: 04-18-2019 12:13
From: David DeGrandpre
Subject: Impact of Deleting/Deactivating Users
Haven't been able to find a clear answer in Genesys's help center around this, and want to confirm what I think is true is actually true. When you delete/deactivate a user, if they have open emails assigned to them, do those emails automatically route back to the queue? I would think this would be the expected behavior, but want to confirm this to be the case. Thanks.
#SystemAdministration