Deactivate Groups

When you create a group, you typically select the Active option. Active groups are visible in applications such as Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. or eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools. and are included in searches and reports. If a group is no longer needed, you can deactivate or delete it.

If a group is deleted, data associated with the group is deleted. To be able to search for the calls of users assigned to the group, or generate reports on the group, you deactivate the group.

Once deactivated, the group no longer appears in the group hierarchy Hierarchy set up by administrators (via the EM) that is structured according to a specific logical structure defined by the administrator. when generating reports or performing searches. However, if you select the root group, or any group that is higher in the hierarchy than the deactivated group, the results include the deactivated group.

Alternatively, you can define groups as inactive until you need to activate them.

Procedure 

  1. Go to Organization Management Module in WFO that allows administrators to set up different hierarchies to manage users from a single, unified, Web interface.. Under Hierarchies, select Group Settings.

  2. Select the group to deactivate.

  3. In the Employee Group Form, clear the Active check box.

    To reactivate the group at any time, select the Active check box again.

Edit a group