Hi Everyone,

Is it possible to change the name of an existing workgroup, schedules etc. For eg: there is a workgroup named "Customer service" with 4 users and we need to change the name of the workgroup to "Customer support". Is that possible?

Please shar.

Thanks
#SystemAdministration
#Unsure/Other

------------------------------
Renjith Rajan
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I'm pretty sure you can't rename a workgroup, you would need to create a new one with the correct name. All of the reporting information in the back end data base is hard coded with the workgroup name. So historical interval call volumes are already labeled 'Customer service' So you'll need to create a new workgroup with the new name and any historical reporting will need to be done for 'Customer service' and 'Customer support' workgroups to get the entire history.

------------------------------
Kenn Lambing
OHIOHEALTH
------------------------------

Original Message:
Sent: 06-22-2021 22:10
From: Renjith Rajan
Subject: Name change for existing Workgroups.

Hi Everyone,

Is it possible to change the name of an existing workgroup, schedules etc. For eg: there is a workgroup named "Customer service" with 4 users and we need to change the name of the workgroup to "Customer support". Is that possible?

Please shar.

Thanks
#SystemAdministration
#Unsure/Other

------------------------------
Renjith Rajan
------------------------------

@Kenn Lambing is absolutely correct.

It is actually a bit more than he describes. All IC configuration is actually stored in the registry of the Server where the key name is the object name. This means you cannot rename anything (usually, people ask about renaming users.) The database (for reporting) is an added complication!

HTH

Thanks @Kenn Lambing and @Paul Simpson.

I managed to find a workaround. There's an option to copy and paste the workgroup​ under 'Edit​'. This will copy the entire profile (except for Members) and while saving we can give the new name. But, still confused about the scheduled reporting. Can anything be done in this case?

Thanks

------------------------------
Renjith Rajan
------------------------------

Original Message:
Sent: 06-23-2021 10:10
From: Paul Simpson
Subject: Name change for existing Workgroups.

@Kenn Lambing is absolutely correct.

It is actually a bit more than he describes. All IC configuration is actually stored in the registry of the Server where the key name is the object name. This means you cannot rename anything (usually, people ask about renaming users.) The database (for reporting) is an added complication!

HTH

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 06-23-2021 07:05
From: Kenn Lambing
Subject: Name change for existing Workgroups.

I'm pretty sure you can't rename a workgroup, you would need to create a new one with the correct name. All of the reporting information in the back end data base is hard coded with the workgroup name. So historical interval call volumes are already labeled 'Customer service' So you'll need to create a new workgroup with the new name and any historical reporting will need to be done for 'Customer service' and 'Customer support' workgroups to get the entire history.

------------------------------
Kenn Lambing
OHIOHEALTH

Original Message:
Sent: 06-22-2021 22:10
From: Renjith Rajan
Subject: Name change for existing Workgroups.

Hi Everyone,

Is it possible to change the name of an existing workgroup, schedules etc. For eg: there is a workgroup named "Customer service" with 4 users and we need to change the name of the workgroup to "Customer support". Is that possible?

Please shar.

Thanks
#SystemAdministration
#Unsure/Other

------------------------------
Renjith Rajan
------------------------------

Renjith,

More or less any object can be cloned (copy and pasted) and given a new name, but that isn't the same as renaming, since the original will still exist (until deleted.)

Unfortunately, the name is the Primary Key used to reference the object both inside the configuration and also in the databases. I guess you could hack the database and perform some kind of update to replace the old name with the new one (it is, after all, SQL) but you run the risk of breaking dependencies and such an action would probably not be considered to be supportable, I'm afraid.

Another option might be to create a customized version of the report, which combines the two sets of statistics and displays them using only the new name. For details on how to customize reports in this way, please consider attending the 1-day PureConnect Custom Reporting class from Beyond. Unfortunately, this won't, however, allow you to use the old Workgroup statistics to generate schedules for the new one in WFM.