Delete user in WFM

Genesys Cloud WFM
1

Dear all,

I have a problem with deleting user in WFM. the step we have done is

  1. users has been deleted from the CME
  2. create new users same name that has been deleted in the CME
  3. in WFM, they have duplicate user in the organization

Try to delete by the following but it doesn’t work

  1. In WFM configuration Utility, using Actions->Synchronization
  2. In WFM configuration Utility, using Import
  3. In WFM configuration Utility, click on the agent and check Ternimation Date then delete agent using Database Utility

Do you guy has any other suggestion to delete duplicate user without effect

Thank you all

May

2

Hi May,

WFM doesn’t allow you to delete an agent as it could affect existing schedule or historical data. Standard practise was to create a special team and move deleted agents to that team. Maybe there is an option in WFM that allows you to hide deleted agents but I’m not sure now. I can check for you if you write me what version of WFM you have.

R.

2 Likes
3

What you are doing seems OK. Only the WFM DB Utility can delete users from WFM, and I believe that it only cleans up agents that were terminated before the cleanup date set in the DB utility.

As Rene states you could set the HideTerminatedAgents option in the web app in CME. Personally I don’t like to set this option. The only time I used it, I then spent a lot of time un-terminating agents, who had been termini
ated in error.

4

Hi Rene
My version is 7.5.001.03 thanks :smiley:

Steve
After I use WFM DB Utility, it seems like nothing happen. I have been set the terminated date before the cleanup date.
And, I will try the HideTerminatedAgents option as you say thank you.

2 Likes
5

May, I have got version 7.6.1 and am getting the same results as you.

I created 2 agents in CME, synced WFM.
Deleted the 2 agents in CME and synced again.
I then changed the termination date of 1 agent, so it had been terminated for a few days.
When I ran the DB utility nothing happened, and there is nothing in the log :frowning:

I’ll have a play with it and let you know how I get on.

6

You can not delete agents that has been scheduled atleast once, if it’s agents created but never used you can delete them out of the data base. The only option you have is to hide terminated agents, option in WFM.

7

Steve

I have been test the “HideTerminatedAgents” option as you said. This option working after I use the terminated date and WFM database utility clean up. It will not show this user in the organization. Thank you for your sugguestion. “It’s working now” :smiley:

Gert
Thank you to let me know this. I will use hide instead of deleting.

8

Gert

I didn’t schedule my agents, I just created them, synced them and then tried to delete them! Seems like a bug to me.

1 Like