As previously mentioned, deleting or renaming profiles carries a consequence which may be negative for your reporting or HR needs. I don't consider these choices best practices.
Our WFM team handles things in this way:
1. Remove department. Replace Department field with a term to represent severance of employment. This allows you to find all terminated employees easily by department.
2. Add comments to each termed agent to indicate their term date. (This tells you when it is safe to delete the account.)
3. Remove all skillset assignments to prevent accidentally accumulating additional historical metrics against the account. (There is no authentication for agent ID use. Anyone could log in as an old agent ID, on purpose or by accident. Also, agents that aren't logged in can be filtered from Agent RTDs, and agents not assigned to skillsets are not included in Skillset or Application RTDs.)
3a. If the agent also has administrative or supervisory abilities, remove those at the same time as skillset assignments. (Not directly related, to your request but it required for our access management policies.)
3b. If the high turnover causes agents in RTDs to be unwieldy, you can put Supervisors & Managers in a Partition where they cannot see the "terminated department" (placing all of the agents in a partition which cannot be seen by management allows you to omit them from management's view-- where the WFM or Telecom administrators will still have access to that partition and that data.)
4. Create retention policies. (How long does agent data need to be retained.)
4a. If retention policy requires retention beyond the database retention limits, ETL data to warehouse and retain for duration defined by policy.
5. Create a procedure to do "manual garbage collection" on old accounts when their data has aged out of the system. (Delete old accounts when sufficient time has elapsed between their term date and the garbage collection date.)
You also need agent ID assignment policies. My company uses an employee ID system and IDs are assigned based on their employee ID. Environments that use other numbering schemes will have to evaluate the consequences of those schemes (like using the extension where the agent sits as their agent ID means that the agent ID might get used by successive employees, or that extensions also have to be changed and held out of circulation until the old Agent ID/Extension ages out of the historical database.)
My call center scales between 2400-3800 seats based on the season. We turn over several thousand seats each year. Partially due to normal churn, partially due to seasonal staff being terminated when the seasonal work ends.
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John Williams
Voice Architect
Maximus
Albany
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Original Message:
Sent: 06-27-2018 07:33 AM
From: Kevin Schmaltz
Subject: AACC Best Practice ?: How to best handle terminated Agents in AACC Historical Reporting?
We are looking for Best Practice suggestions for dealing with terminated Contact Center Agents while maintaining Historical Reporting integrity.
We have been keeping the AACC Agent Profile record intact, while putting "X__" in front of their name. (e.g. John Doe becomes X__John Doe) The problem is that we are experiencing higher-than-normal turnover at our new facility and the list of "X__" Agents grows every month. This is becoming unwieldly for our reporting folks and the supervisors who use RTDs.
Would anyone please share a Best Pracitice, or how they handle any volume of terminated Agents while maintaining reporting integrity? Thanks in advance.
Kevin Schmaltz
AACC Engineer/Administrator
Ace Hardware Corporation
schmal@acehardware.com