Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on August 19, 2011, 12:40:19 PM

Title: Re-create WFM user
Post by: Adam_W on August 19, 2011, 12:40:19 PM

I had to delete and recreate an agent in CME, and now in WFM I am left without any historical information for that agent (time off, etc).

This is because WFM uses the DBID of the agent, so even though it is technically the same person, according to WFM an agent has left and a new agent has joined.

Does anyone know if there is any way to transfer / import the data associated with the deleted agent onto the newly created replacement?  If all else fails I could probably have a look at updating the WFM database itself, but obviously I'd prefer a more elegant and preferably tested solution!

Title: Re: Re-create WFM user
Post by: Steve on August 22, 2011, 04:50:11 PM

I don't believe that there is any supported way of doing it.

I'm interested why you "had" to delete and recreate the agent.

Title: Re: Re-create WFM user
Post by: Adam_W on August 23, 2011, 10:05:05 AM

It's not particularly interesting;  the user became an administrator and no longer required an agent login.  Recreated the person as a non-agent, then they decided they wanted to be able to log on and take calls if required.  Recreated the person as an agent.

Replacing the GSW_AGENT_ID in the relevant tables in the WFM database did the trick to recover the historical data.