Deleting agents and queues vs setting them to historical only

SUMMARY

When you designate an extension, agent, or queue as historical reporting only, reports can be created for that device but they cannot be monitored in real time.  The following issues should be considered when designating devices for historical reporting only:


Retiring an Agent

If you want to retire and reuse an agent ID, for example, when an employee leaves the company or is no longer an agent, the following applies:
If a retiring agent’s ID (Agent A) is issued to a new agent (Agent B) and a report is run for the period when Agent A was an active employee, Agent B’s name will display in the report but the statistics will be those of Agent A.
The reason for this is because our software identifies devices with a GUID (Globally Unique Identifier).  So Employee John Smith is actually GUID 123-123-123-123, or something to that effect.
When you update an employee or agent or extension, the GUID stays the same.  We reference everything in the SQL table by GUID.
So when you run a report, you’re running it against the GUID, and our software resolves that GUID to the name it's configured against in the database.  We have no concept of historical names, so we would never be able to resolve the current GUID to anything other than what it currently resolves to.


Deleting an Agent

WARNING:  If you delete an agent you will not be able to select this agent in the Contact Center Management website to run a report on them.  Furthermore, if you summarize historical data, the data for the deleted agent will be purged from the database.
Instead of deleting an agent, designate the agent as 'historical reporting only'.  Their statistics will not be deleted from the database and you will be able to continue to run historical reports for them.

NOTE:  Summarizing historical data removes it from the database.  If, after summarizing, you need to access this historical data, you can re-designate the agent and their associated devices (employee and extension) as licensed for 'real time and reporting' and re-summarize the data.

If the new agent and employee has already been re-allocated to use a previously existing one, that is fine.  The only thing to remember is that when performing a historical summarization, it will insert the previous agent's data into SQL.  There will be no way to differentiate between the old agent and the new agent's data in a report.

Deleting a Queue

WARNING:   If a queue is deleted, it is no longer a selectable device in the Contact Center Management website.  If you want to be able to run historical reports on queues, deleting queues is not recommended.  Designate queues as 'historical reporting only' but remember that if a historical summarization is performed, this queue’s data will be removed from the database.

NOTE:  Summarizing historical data removes it from the database.  If, after summarizing, you need to access this historical data, you can re-designate the agent and their associated devices (employee and extension) as licensed for real time and reporting and re-summarize the data.

APPLIES TO

CCM version 5.X 6.X 7.X