Genesys Cloud - Main

Hi All
A user has recently got married and needs to update their name, email address & WebRTC in Purecloud.  Please can you advise whether it is better/possible to rename/edit the respective user details in Purecloud or is it more advised to delete and recreate the user under the new married name?  In addition, what would happen to the data associated with the user under both scenarios (edit or delete/recreate)?
Many thanks
Mihael
#Ask Me Anything (AMA)
#PlatformAdministration

------------------------------
Mihael Hutton
Xalient Holdings Limited
------------------------------

Hi Mihael
I've encountered this scenario a handful of times since we began using PureCloud. It is possible to simply update the user name/email/etc rather than being forced to create a new profile, and that's the route I've gone. By renaming, all of the associated data stays tied to the user so it makes for much easier reporting and analytics. I've used other solutions, including one we currently use, where renaming isn't an option, and having to create a new profile is a real pain from an analytics standpoint since there's no way to tie the two users together. I presume the same would happen in PureCloud.

------------------------------
Emily KAMmerer
Ascendium Education Solutions, Inc.
------------------------------

Hi Emily
Apologies for the delay and thanks for the response. I went down the route of recreating the profile in the end, as I too was thinking about the linking of datasets, but then didn't want to create additional issues if editing introduced any corruption or problems for the user when logging in. Yes it does take longer, but hopefully (fingers crossed) all will be ok.  I did call Purecloud support and they too recommended the recreation route so maybe there isn't a hard and fast rule? 
Thanks again
Mihael

------------------------------
Mihael Hutton
Xalient Holdings Limited
------------------------------

Original Message:
Sent: 07-09-2021 06:22
From: Emily KAMmerer
Subject: Renaming user profile in purecloud

Hi Mihael
I've encountered this scenario a handful of times since we began using PureCloud. It is possible to simply update the user name/email/etc rather than being forced to create a new profile, and that's the route I've gone. By renaming, all of the associated data stays tied to the user so it makes for much easier reporting and analytics. I've used other solutions, including one we currently use, where renaming isn't an option, and having to create a new profile is a real pain from an analytics standpoint since there's no way to tie the two users together. I presume the same would happen in PureCloud.

------------------------------
Emily KAMmerer
Ascendium Education Solutions, Inc.
------------------------------

I'd agree, definitely not hard and fast. Glad you found a method that worked!

------------------------------
Emily KAMmerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 07-13-2021 03:12
From: Mihael Hutton
Subject: Renaming user profile in purecloud

Hi Emily
Apologies for the delay and thanks for the response. I went down the route of recreating the profile in the end, as I too was thinking about the linking of datasets, but then didn't want to create additional issues if editing introduced any corruption or problems for the user when logging in. Yes it does take longer, but hopefully (fingers crossed) all will be ok.  I did call Purecloud support and they too recommended the recreation route so maybe there isn't a hard and fast rule?
Thanks again
Mihael

------------------------------
Mihael Hutton
Xalient Holdings Limited
------------------------------


Original Message:
Sent: 07-09-2021 06:22
From: Emily KAMmerer
Subject: Renaming user profile in purecloud

Hi Mihael
I've encountered this scenario a handful of times since we began using PureCloud. It is possible to simply update the user name/email/etc rather than being forced to create a new profile, and that's the route I've gone. By renaming, all of the associated data stays tied to the user so it makes for much easier reporting and analytics. I've used other solutions, including one we currently use, where renaming isn't an option, and having to create a new profile is a real pain from an analytics standpoint since there's no way to tie the two users together. I presume the same would happen in PureCloud.

------------------------------
Emily KAMmerer
Ascendium Education Solutions, Inc.