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  • 1.  Moving Management Units to New Business Units without losing historical adherence

    Posted 09-18-2024 12:41
    No replies, thread closed.

    Good morning, 

    A company decision recently has led to an ask to move management units under an already existing business unit to another already existing business unit.  I noticed when using the move function, we lose all historical adherence data as the tool is reading individuals as not scheduled prior to the movement date.  Is there a way to avoid this with the move function?


    #Monitoring/Adherence

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    Jon Goodman
    Osaic, Inc.
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  • 2.  RE: Moving Management Units to New Business Units without losing historical adherence

    Posted 09-19-2024 09:44
    No replies, thread closed.

    @Jon Goodman  Last Friday, I took the Reporting and Analytics class and asked basically the same question and was told no, there is nothing you can do.  If you move anything to a new Business unit, be it an entire MU or an individual agent, you lose access to the historical.  Hopefully, someone chimes in to tell me I am wrong because that is an issue for us as well.  People get transferred/promoted to other workgroups on other BUs in our center on a regular basis (at least one person a month, it seems).



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 3.  RE: Moving Management Units to New Business Units without losing historical adherence

    Posted 09-19-2024 10:22
    No replies, thread closed.

    Unfortunately, this is Genesys Cloud working as designed. I don't understand why this was the decision that was made, but for now, it is what it is.

    You can vote on this idea, which is currently "Under PM Review": https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1253



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    Gene Gutierrez | Workforce Coordinator
    Presbyterian Customer Service Center
    Albuquerque, NM
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    Original Message


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