Once you delete a user, there can be an impact on Analytics, Calls List, In App Views, Recordings and Transcriptions. Read on for more details.
Deleting a user can be done from the Options menu in Admin Settings, Office, Users:
When looking at analytics for the Office, the main change is that while deleted users stats remain displayed in the leaderboard, their names are replaced by their user ID:
In the analytics charts above, their calls remain counted in the metrics.
When filtering for a Call Center or Department there is no change after a user is deleted, the summary metrics below the chart won't change.
Leaderboard: Before deletion, we see both Call Center agents are listed:
Leaderboard: After deletion, the deleted user is no longer listed:
After the deletion of User1, when filtering for the call center but the Call Types is "User Calls", you will see that the deleted user's call no longer appears:
In a Coaching Groups, the behavior is a little different. When filtering for the Coach's group no data remains at all for the deleted user.
Dialpad Talk users' calls will no longer be visible in the Calls List after that user has been deleted.
However, with Call Centers, Departments and Coaching Groups the "entry point" call leg will remain, only the user leg of the call is deleted. The recording for the call remains available but the Vi Call Summary and transcription are no longer available.
Before deletion we expect to see a "child" call leg for each entry point call. One for the call center and one for the agent who made or received the call. Below shows 2 calls in a call center, each with the "child" legs displayed.
After deletion: The agent leg of the deleted user has gone:
For Call Centers, Departments and Coaching Groups the call will remain visible in the "All" and "Recordings" tab. The recording can be played, and contact history remains, but the Vi call summary and transcription are no longer available.
Example from a Call Center:
"Call Logs", for Office:
If you export the call logs for the entire office, the deleted user's call legs do remain but are not linked to the entry point call and the user's name is blank. In our example below, the blue lines indicate the data that is removed.
"Statistics by Group", for Office:
Data remains the same, before and after deletion. You will see one row for every Department and Call Center, and a summary of those call stats.
"Statistics by User", for Office:
Data remains the same but a deleted user's name is replaced with their user ID.
CALL CENTERS / DEPARTMENTS:
"Call Logs", for Call Center or Department: (before deletion)
Shows both the call center calls and both the user calls.
"Call Logs", for Call Center or Department: (after deletion)
Still shows both the call center entry point calls, but the user who was deleted, their user call has gone.
"Statistics", for Call Center or Department:
Data is the same before and after deletion. These are the "call center" entry point calls we are looking at, not the user calls so it makes sense that we see no change.
"Statistics by User", for Call Center or Department.
There will be no data for deleted users.
There will be no data in any of the Coaching Group exports for deleted users.