Genesys Cloud - Main

In my organization I have encountered the problem that users reuse.
I mean when a new user arrives, they rename an agent who is no longer in the organization, so he can see their chats and all their interactions.
My question is this:
Is there a way to know after a while to which user that agent belonged at the time?

#PlatformAdministration

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Yancel Martinez Reyes
Verifica Servicios De Auditoria Sl
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Hello Yancel, 

If I am understanding you correctly you have an old inactive user. When you onboard a new user you rename the old user to the new user basically giving them access to everything you described above. 

Now your questions is there a way to tell what the old user original name? 

If I have this correct this is currently not possible. Best practices would be to set old users to delete status and provision new users with new profiles. 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Hi Yancel,

I think the solution to this issue is more related more to onboarding than Genesys. Genesys was not designed to be used in this way. The intention is to allow you to delete a user and keep historical data. For example, compliance requests or customer complaints. There's a myriad of reason as to why you wouldn't want to re-use an account.

Why are we reusing old accounts? What is the purpose? Does your company know it is losing easily accessible historical data?

A few possible solutions:

1. Don't reuse accounts. There is no benefit to renaming an old users account financially or administratively.
   1. Another thing to keep in mind.... We keep historical data on past employees, eventually you'll run into two users with the same name. Let's say your username is yreyes@verifica.com, and another Yancel Reyes joins the company. Their email now becomes yareyes@verifica.com. We iterate through first initials for users with the same name, thus preventing the same email issue.
2. Submit a GDPR request to permanently delete the user before the account is reused. This removes all data associated to said user, preventing your problem. However, you'd need to know ahead of time and I believe requests take several days to process. See notes section here Delete someone from your organization - Genesys Cloud Resource Center (mypurecloud.com)

Hope this helps!

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Caleb Smith
Interstate Gas Supply, Inc.
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