How to Delete an agent
When displaying the Agent Definition view, perform the following steps in the Selector view to delete an agent definition.
1. In the MU or MU Set field, select the MU or MU Set to which the agent you want to delete belongs.
2. Select the agent you want to delete.
3. Click Delete (
) to delete the agent definition and its associated data.
The system deletes the following information for the agent:
• Profile
• Fairness history records
• Agent data group data records
• Skills records
• Schedules on or after the delete date
• Scheduling preferences
• Availability tab data
• Web alert data
• Future activities
• Block scheduling activities
• Time off and canceled time off activities
• Time off bid status, summary, and wait list
• Schedule change requests on or after the delete date
• Schedule trade offers and willing to work requests for the offers and requests which do not have a response
• Schedule trade permissions
If you use the GDPR Compliance Ready feature, this message appears after the system successfully deletes the agent: User <name of the agent> has been deleted.
All personal information will be removed in 14 days.
Any personal information for the agent no longer appears in the WFM system after the 14 days.
For the GDPR Compliance Ready feature, these database changes occur after successfully deleting the agent:
• the deleted agent’s e-mail address, if one exists, changes to deleted
• the deleted agent’s first name changes to the unified user ID (UUID) of the agent
(or a random ID, if the agent has no UUID)
• the deleted agent’s last name changes to agent
• the deleted agent’s WFM ID (agent ID) changes to deleted-<agent object
identifier (OID)>
• the deleted agent’s external ID, if one exists, is removed
Important Note:
- To avoid data conflicts in Database, update an agent's External ID/Email Address/ACD Logon ID with trailing dummy value and move an agent to the unused MU OR delete an agent account.
Example:
<External ID><dummy_value>
Agent's External ID: tom_123
Updated External ID: tom_123_old
- It is not possible to recover deleted agent account or data.
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