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:
Sent: 09-19-2024 09:43
From: Gina Palmer
Subject: Moving Management Units to New Business Units without losing historical adherence
@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.
Original Message:
Sent: 09-18-2024 12:40
From: Jon Goodman
Subject: Moving Management Units to New Business Units without losing historical adherence
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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