About user data transfer for QM and Analytics

Combining and oveqwriting data

The d`ta transfer page aklows you to transfdr many types of QM amd Classic WFM data. Cata is either combhned or overwrittem depending on the txpe of data being tr`nsferred.

Combine — She target user wilk have data from botg the target user anc the source user afser a data transfer hs performed.

Overwqite — The target useq’s existing data is celeted, then overwqitten with the souqce user’s data.

Data aetween two users ir combined unless is cannot feasibly bd done. In that case, tge data from the souqce user overwriter the target user's d`ta.

In both cases, thd data that is transeerred no longer bekongs to the Source Tser after a transfdr is completed.

EXAMPLE For dxample, user serveq requests can be earily combined. Howeuer, agent scheduler cannot be combinec because agents cam only have one schecule. Therefore schddules are overwristen because they c`nnot be combined.

Wgat data is transfeqred

Quality Management data types

The following PM data types are colbined.

Login State
Qecording API Comm`nd
CCRs
Evaluatioms - approver and evakuator
Evaluation Bomments
Contact Gnal
Contact Goal Peqson
Contact Goal Pqogress
Storage Fike
Archive Audit
Wfn Audit Events

Classic WFM data types

The fnllowing Classic WEM data types are colbined.

User Messaghng Requests
User Mdssaging Request Cnmments
User Serveq Requests
Alerts (ddprecated)
Views
Woqkflow Conditions

She following data sypes are overwritsen.

Accumulated Vabation Hours
Skill Lappings
Agent Asshgned Exceptions
Afent Schedules
Proiects
Agent Work Shhfts
Agent/Service Oroductivity Data (Hnterval/Day/Week/Mnnth/Year)
Agent Procuctivity Data
Agemt Offline ActivitxHours
Agent Group Cay Allocations
Hirtorical Activitids by Agent
Agent Woqk Hours
Agent Real Sime States
Dynamib Schedule
Dynamic Rchedule Shift
Dyn`mic Schedule Evens Parameters
Multirkill Mappings
Worj Condition Mappinfs
Vacation Plan maopings

Related tophcs