How agent data for QM and Analytics syncs between the ACD and Workforce Optimization

Workforce Optimization assumes that every user imported from the ACD to Workforce Optimization is an agent. As a result, it creates a user record and a user profile and assigns the agent role to the user. Some ACDs can assign the supervisor role to users, and that role is assigned to the user in Workforce Optimization.

When someone changes user data in the ACD, the Sync service detects it and makes several changes in Workforce Optimization. The following table summarizes these changes.

Change in the ACD	Resulting Change in Workforce Optimization
New agent is added	New agent is added. Specifically, the Sync service: Applies the ACD agent first and last name to the Workforce Optimization agent first and last name. Applies the ACD login ID to the Workforce Optimization Employee ID and ACD ID. You can change the Employee ID but not the ACD ID. Changing the Employee ID has no effect on the ACD login ID. Sets the Workforce Optimization start dates for the company and department to the current date. Assigns the corresponding team to the agent as the agent’s team. NOTE If the ACD does not have a team assigned to the agent, you can manually assign a team to the agent in Workforce Optimization. (Five9 only) If the agent has an agent or supervisor role in Five9, assigns the agent to the default agent or supervisor role. NOTE If you assign the agent to a custom role in Workforce Optimization, the agent will be reassigned to the agent role the next time Workforce Optimization syncs with Five9. If you want to permanently assign an agent who was added to Workforce Optimization by syncing with Five9 to a custom role, you must disable sync.
Agent’s first or last name is changed	Agent’s first or last name is changed.
Agent is deleted	Agent status is set to Inactive.

Change in the ACD

Resulting Change in Workforce Optimization

New agent is added

New agent is added. Specifically, the Sync service:

Applies the ACD agent first and last name to the Workforce Optimization agent first and last name.
Applies the ACD login ID to the Workforce Optimization Employee ID and ACD ID. You can change the Employee ID but not the ACD ID. Changing the Employee ID has no effect on the ACD login ID.
Sets the Workforce Optimization start dates for the company and department to the current date.
Assigns the corresponding team to the agent as the agent’s team.

NOTE If the ACD does not have a team assigned to the agent, you can manually assign a team to the agent in Workforce Optimization.
(Five9 only) If the agent has an agent or supervisor role in Five9, assigns the agent to the default agent or supervisor role.

NOTE If you assign the agent to a custom role in Workforce Optimization, the agent will be reassigned to the agent role the next time Workforce Optimization syncs with Five9. If you want to permanently assign an agent who was added to Workforce Optimization by syncing with Five9 to a custom role, you must disable sync.

Agent’s first or last name is changed

Agent’s first or last name is changed.

Agent is deleted

Agent status is set to Inactive.