Genesys Cloud - Main

As a call center, we have queue's and users that we need to terminate, but if we delete them we would lose all historical data. Losing all interactions and reporting is an audit and quality issue. We also have to pull calls if a member submits a dispute and that could be months down the line. We are able to deactivate users to keep their previous interactions, but unable to disable a queue. Idea OP-I-1078  suggests disabling queue's instead of having to delete them entirely and losing the ability to run reports. What do other customers, or even Genesys themselves, do when they retire a queue to retrieve data prior to deleting the queue? Does anyone have a work around or suggestion?  If not, voting helps :)

Thank you!!

Amanda- Product Manager
#QualityManagement
#Reporting/Analytics
#SystemAdministration

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Amanda Logue
Independent Health Association, Inc.
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Hi Amanda, 

Good question. Our clients custom SAAS report application is driven and owned by them, we just design what they want. We are currently engaging with a number of them to have data controlled and viewed locally so data is still always there, even if a configuration piece is deleted. 

Kind Regards

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Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
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Original Message:
Sent: 11-10-2021 13:46
From: Amanda Logue
Subject: Disabling Queue's- So we don't lose historical data

As a call center, we have queue's and users that we need to terminate, but if we delete them we would lose all historical data. Losing all interactions and reporting is an audit and quality issue. We also have to pull calls if a member submits a dispute and that could be months down the line. We are able to deactivate users to keep their previous interactions, but unable to disable a queue. Idea OP-I-1078  suggests disabling queue's instead of having to delete them entirely and losing the ability to run reports. What do other customers, or even Genesys themselves, do when they retire a queue to retrieve data prior to deleting the queue? Does anyone have a work around or suggestion?  If not, voting helps :)

Thank you!!

Amanda- Product Manager
#QualityManagement
#Reporting/Analytics
#SystemAdministration

------------------------------
Amanda Logue
Independent Health Association, Inc.
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Here's a work around we implemented recently. We created a new division called Maintenance and moved a retiring queue from the Home division to the Maintenance division. As a result, users assigned only to the Home division are no longer able to access that queue. Historical interactions data remained intact, without losing the "retired" queue name. We moved old test queues as well, in order to reduce clutter.

Important: We had to assign Conversation > Communication > Target permission to the users in the Home division in order to prevent them from looking up queue names from other divisions. Otherwise, users would be able to find the retired queue name during a call transfer and actually complete the call transfer successfully--which defeats the whole purpose. Article on that permission: https://help.mypurecloud.com/articles/manage-access-to-individuals-based-on-division-membership/

Hope this helps. The best scenario would be if we are able to deactivate or disable any queue, as you stated.

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Kun Jin Rhee
LifeCare Assurance Company
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Original Message:
Sent: 11-10-2021 13:46
From: Amanda Logue
Subject: Disabling Queue's- So we don't lose historical data

As a call center, we have queue's and users that we need to terminate, but if we delete them we would lose all historical data. Losing all interactions and reporting is an audit and quality issue. We also have to pull calls if a member submits a dispute and that could be months down the line. We are able to deactivate users to keep their previous interactions, but unable to disable a queue. Idea OP-I-1078  suggests disabling queue's instead of having to delete them entirely and losing the ability to run reports. What do other customers, or even Genesys themselves, do when they retire a queue to retrieve data prior to deleting the queue? Does anyone have a work around or suggestion?  If not, voting helps :)

Thank you!!

Amanda- Product Manager
#QualityManagement
#Reporting/Analytics
#SystemAdministration

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Amanda Logue
Independent Health Association, Inc.
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