Workforce Engagement Management

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  • 1.  Queue Rename

    Posted 11-18-2024 05:46

    Hi,

    Do we know if there's any effect in the back end or historical if we intend to rename a Queue, instead of creating a new one?

    What would be the best way to setting changes in Queue setup that wouldn't have any domino effect in the system, thank you for all your support.


    #Configuration

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    Rodel Manduriao
    NA
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  • 2.  RE: Queue Rename

    Posted 11-19-2024 06:41

    Changing the name of a queue doesn't change the queue id, so all the data would still be there. You would just want to make a note of the change somewhere if you are taking a different type of call so that you know what data the date ranges cover. 



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    Patrick Mahaffay
    Contact Center Supervisor
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    Original Message


  • 3.  RE: Queue Rename

    Posted 11-19-2024 10:15

    If all your internal reports are pulling based on the alphanumeric ID, and not using the actual Text, there shouldn't be a problem.  If any reports are using the text for VLookups or Pivot Tables, you would need to be sure to update any already run historical reports, substituting the New Name for the old one.  We have been in that situation and had to do a replacement for our internal reports. 



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


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