Merge users for QM and Analytics
You can merge users when you want to do the following:
- Link users with PC logins to users created by the ACD or created manually in Workforce Optimization
- Link users created manually in Workforce Optimization to users created by the ACD
- Link ACD-synced users who have been deleted or deactivated with ACD-synced users who recently have been added
In each case, after the merge, one of the users will remain active and the other will be inactive.
BEST PRACTICE If a PC has Workforce Optimization Smart Desktop installed, a corresponding user is created in Workforce Optimization with the Agent role when anyone logs into that PC if they do not already exist in Workforce Optimization. This is done so users can be recorded without additional configuration. However, if these users will be synced, it is best to sync them and configure them with their ACD account, so a merge is not required later.
Prerequisites
- You have the Administer Tenant and Administer Org. Structure permissions
Page location
Application Management > Global > User Configuration > Merge Users
Procedures
Workforce Optimization supports the following types of merges:
- Merge one active ACD-synced user with another active non-ACD-synced user into one user
- Merge one active ACD-synced user with another deactivated ACD-synced user into one user
- Merge many active, individual ACD-synced users, each with a related active non-ACD-synced user, at the same time
Merge two users
If both users are active, one must not be synced from an ACD. You can merge two ACD-synced users if one is active and the other is deactivated.
- Select Merge duplicate users into a single user.
- In the Primary User field, click the person icon and select the user to keep active.
- In the Duplicate User field, click the person icon and select the duplicate user to merge into the primary user.
- Click Save. A confirmation dialog opens.
- Click Yes.
Merge multiple duplicate users
Both sets of users must be active. One set of users must not be synced from an ACD.
- Select Merge multiple duplicate users at once. Workforce Optimization looks for possible matches based on first name and last name. Results appear in the table. The arrow points to the primary user, who will remain active after the merge. This user’s name also appears in bold.
- (Optional) To remove a set of duplicates from the merge, clear the check box next to the name.
- (Optional) To change which user is the primary user, click the arrow. The arrow changes directions, and the other user’s name now appears in bold.
- Click Save. A confirmation dialog opens.
- Click Yes.
Merge two ACD-synced users
You can merge two ACD-synced users only if you do one of the following first:
- Deactivate the duplicate user on the Users page (Application Management > Global > User Configuration > Users)
- Delete the duplicate user in the ACD
BEST PRACTICE Delete duplicate users in the ACD instead of deactivating them on the Users page. Deactivating users does not delete them in the ACD. If you merge a duplicate user that you have deactivated in Workforce Optimization but not deleted in the ACD, that user will reappear in Workforce Optimization the next time the ACD syncs with Workforce Optimization.
If both the primary and the duplicate users are active and synced from the ACD, Workforce Optimization displays an error message and prevents the merge.
- Select Merge duplicate users into a single user.
- In the Primary User field, click the person icon and select the user to keep active.
- Select Show inactive users.
- In the Duplicate User field, click the person icon and select the duplicate user to merge into the primary user.
- Click Save. A confirmation dialog opens.
- Click Yes.
How merge users works
The following sections describe what happens to user information and user data when you merge users.
User information
If the users you select have conflicting user information, the duplicate user’s information overwrites and deletes the primary user’s information except for the ACD ID. All information except the ACD ID is removed from the duplicate user, which is also deactivated.
NOTE If both the primary user and the duplicate user are synced with an ACD, both users keep their original ACD IDs. The primary user’s ACD ID is not overwritten and deleted, and the duplicate user’s ACD ID is not removed.
The following table describes what happens to the primary and duplicate users’ information when they are merged.
User Information | Primary User Before Merge | Duplicate User Before Merge | Primary User After Merge (Active) | Duplicate User After Merge (Inactive) |
---|---|---|---|---|
First Name |
Bob |
Robert |
Robert |
— |
Last Name |
S |
Smith |
Smith |
— |
Team |
Team A |
Team B |
Team B |
— |
(ACD-synced users only) ACD ID |
5000 |
5001 |
5000 |
5001 |
User data
When you merge users, the duplicate user’s data either overwrites and deletes the primary user’s data or is combined with the primary user’s data.
- QM—Everything except the primary user’s device associations is combined with the duplicate user’s data. The duplicate user’s device associations overwrite and delete the primary user’s device associations.
The following example illustrates what happens when the duplicate user’s QM data is merged into the primary user’s QM data.
QM User Data | Primary User Before Merge | Duplicate User Before Merge | Primary User After Merge (Active) | Duplicate User After Merge (Inactive) |
---|---|---|---|---|
Call recordings |
Primary user’s call recordings |
Duplicate user’s call recordings |
Primary user’s and duplicate user’s call recordings |
— |
Evaluation forms |
Primary user’s evaluation forms |
Duplicate user’s evaluation forms |
Primary user’s and duplicate user’s evaluation forms |
— |
Device associations |
Primary user’s device associations |
Duplicate user’s device associations |
Duplicate user’s device associations |
— |
IMPORTANT Data Explorer does not support user merge. We do not recommend merging users who are responsible for creating reports and dashboards in Data Explorer. If you merge a user who owns reports or dashboards in Data Explorer with a user who does not, Workforce Optimization does not transfer ownership of the reports or dashboards from the deactivated user to the active user.
Override user profiles
Workforce Optimization removes any existing override user profiles from both the primary user and the secondary user before they are merged.
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