Hello -
The user retention features in PureCloud are both blessing and curse I've found and the characteristics of each user state seem to be a bit fuzzy and overlap.
The three states are:
Active you're obviously familiar with.
Deleted removes the user from queues and I believe releases any assigned phone numbers (have to confirm the latter). However, it seems to leave them floating around in groups inexplicably.
Inactive removes the user from the active list, prevents them logging in, and leaves them in their queues and groups and retains phone numbers. This is great for being on leave, and it's also what I've been using for separated/terminated users because you can still search for their calls in Performance > Interactions by ticking a checkbox.
Unfortunately, I've not found a that any of the available states actually fulfill what both you and I would like to see in a deleted user: All the configuration removed but retain the ability to report on the deleted user.
Sorry, I couldn't be of more help.
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Patrick Rada
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Original Message:
Sent: 04-06-2018 09:52
From: Martin Papesh Jr.
Subject: Call Data/Metrics for terminated employees
When an employee is terminated all call data/metrics are lost. Right now we have to keep employees active till all needed reporting is completed before making them inactive. This tends to get messy. Is there a way for call data to show up in reports for people no longer employed? Or would this be a possible feature request?
Thanks in advance
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Martin Papesh Jr.
Voice Data Systems LLC
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