Removing Supervisors, SCCS40

[NortelGuy1979]

Hi All,
We have an SCCS 4.0 system on an 81C. I have a question about removing users from Symposium.

We have had a supervisor leave and replaced with another. I want to remove them from the users configuration, but don't want to affect the historical reports. The same goes for agents - we want to remove them, but still see historical data on them.

My vendor has been slow to come up with an answer; can I remove agents, supervisors, etc; without affecting historical reporting? I would hate to see blank lines in my custom reports I took so long perfecting! <smile>

TIA for your help!
-Matt

 

[brewerdude]

Yes you can. Each line in the database for Agent based stats records the Agent's name and ID.

 

[NortelGuy1979]

Thanks brewerdude - so removing either supervisors or agents won't affect reporting?
For that matter, if we remove different scripts and skillsets in the future, could we still report on them from the historical report?
TIA (and tks for your prev post!)
-Matt

Matt H.
TMC - KCMO, USA

 

[Stagemusic]

The agent name area will be BLANK

I thought your question was very interesting so I looked it up in the NTP's. Here is what it said in the FAQ section.

"If an agent record has been deleted, the agents name appears blank in any reports based on AgentPerformanceStat, AgentbyApplication, or AgentbySkillset views. The Symposium Call Center servers pegs statistics against an agent ID, and when you generate this report, looks up the corresponding agent name in the database. If the agent name has been deleted, the server cannot retrieve the agent name."

Hope this helps.

 

[Sympology]

One trick we use, is to NEVER delete an Agent. I just call them spare and assign myself as the supervisor. Then reassign them as needed. This way they still appear in report. Symposium doesn't worry about a users name, only the id, so names can be chopped and changed.

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[johnjose]

Hi,

You can simply create new supervisor and assign agents to him (she).
Because of staff turnover we have to remove users continuously, but at least 2 months after they left our company.

jj

 

[NortelGuy1979]

All,
Thanks for your replies. Cna someone tell me where in the NTPs they found this info? I have SCCS 4.0 Thanks!

Matt H.
TMC - KCMO, USA