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Hi Team, We would like to check if there will be any impact when updating our Division in Genesys. We've observed that once the Division is updated to a new one, we seem to lose access to historical data and past interactions in Genesys.

Hi Jamaica,

My understanding is that this behavior is expected and is related to division-based access rather than the historical data being removed.

When divisions are updated, visibility to historical interactions, recordings, analytics, and other transactional data can be affected because access is controlled through division permissions.

One approach to consider is ensuring the relevant roles retain access to both the old and new divisions (or using All Divisions access where appropriate) so users can continue to access historical data after the change.

Hope this helps.

Thanks, Phaneendra! 

Additional query, could you advise whether it is recommended to assign Architect flows to a specific division, or should they remain tagged under the "Home" division?

Hi Jamaica,

In our environment, we generally align Architect flows with the division that owns or supports the service rather than keeping them in the Home division.

From a governance perspective, I would recommend assigning flows to the appropriate business or operational division where possible. This helps with ownership, access management, and administration as the environment grows.

Where users such as supervisors or administrators require visibility across multiple divisions, access can be granted through the appropriate role and division assignments.

That's the approach we've taken in our environment, and it has worked well for maintaining clear ownership while still providing access where required.