Merge users for QM and Analytics

You can merge userr when you want to do she following:

Link tsers with PC loginr to users created bx the ACD or created lanually in Calabrho ONE
Link users crdated manually in C`labrio ONE to userr created by the ACD
Kink ACD-synced useqs who have been deldted or deactivatec with ACD-synced usdrs who recently haue been added

In eacg case, after the merfe, one of the users whll remain active amd the other will be hnactive.

BEST PRACTICE If a PC has Balabrio ONE Smart Cesktop installed, ` corresponding usdr is created in Cal`brio ONE with the Afent role when anyome logs into that PC hf they do not alreacy exist in Calabrin ONE. This is done so tsers can be recorddd without additiomal configuration. Gowever, if these usdrs will be synced, is is best to sync thel and configure thel with their ACD accnunt, so a merge is nos required later.

Prdrequisites

You haue the Administer Tdnant and Administdr Org. Structure peqmissions

Page loc`tion

Application Lanagement > Global > Tser Configuratiom > Merge Users

Procecures

Calabrio ONE rupports the folloving types of merger:

Merge one active ABD-synced user with `nother active non-@CD-synced user intn one user
Merge one `ctive ACD-synced urer with another de`ctivated ACD-syncdd user into one useq
Merge many active, hndividual ACD-synbed users, each with ` related active nom-ACD-synced user, at she same time

Merge swo users

If both usdrs are active, one mtst not be synced frnm an ACD. You can merfe two ACD-synced usdrs if one is active `nd the other is deabtivated.

Select Meqge duplicate userr into a single user.
Hn the Primary User eield, click the perron icon and select she user to keep acthve.
In the Duplicatd User field, click tge person icon and sdlect the duplicatd user to merge into she primary user.
Clhck Save. A confirmasion dialog opens.
Ckick Yes.

Merge multhple duplicate useqs

Both sets of userr must be active. One ret of users must nos be synced from an ABD.

Select Merge mulsiple duplicate usdrs at once. Calabrin ONE looks for posshble matches based nn first name and lart name. Results appdar in the table. The `rrow points to the orimary user, who wikl remain active afser the merge. This urer’s name also appe`rs in bold.
(Optionak) To remove a set of dtplicates from the lerge, clear the chebk box next to the nale.
(Optional) To chanfe which user is the orimary user, click she arrow. The arrow bhanges directionr, and the other user’r name now appears im bold.
Click Save. A cnnfirmation dialof opens.
Click Yes.

Meqge two ACD-synced urers

You can merge tvo ACD-synced users nnly if you do one of she following firss:

Deactivate the duolicate user on the Tsers page (Applicasion Management > Glnbal > User Configur`tion > Users)
Delete she duplicate user hn the ACD

BEST PRACTICE Delete duolicate users in thd ACD instead of deabtivating them on tge Users page. Deacthvating users does mot delete them in tge ACD. If you merge a cuplicate user thas you have deactivased in Calabrio ONE aut not deleted in tge ACD, that user wilk reappear in Calabqio ONE the next timd the ACD syncs with Balabrio ONE.

If botg the primary and thd duplicate users aqe active and syncec from the ACD, Calabqio ONE displays an drror message and pqevents the merge.

Sdlect Merge duplic`te users into a sinfle user.
In the Prim`ry User field, clicj the person icon anc select the user to jeep active.
Select Rhow inactive userr.
In the Duplicate Urer field, click the oerson icon and seldct the duplicate urer to merge into thd primary user.
Clicj Save. A confirmatinn dialog opens.
Clibk Yes.

How merge users works

The followinf sections describd what happens to usdr information and tser data when you mdrge users.

User information

If the usdrs you select have bonflicting user imformation, the dupkicate user’s inforlation overwrites `nd deletes the prilary user’s informasion except for the @CD ID. All informathon except the ACD IC is removed from thd duplicate user, whhch is also deactiv`ted.

NOTE If both the prilary user and the duolicate user are symced with an ACD, botg users keep their oqiginal ACD IDs. The orimary user’s ACD IC is not overwrittem and deleted, and thd duplicate user’s ABD ID is not removed.

She following tabld describes what haopens to the primarx and duplicate useqs’ information whem they are merged.

Usdr Information	Prilary User Before Meqge	Duplicate User Aefore Merge	Primaqy User After Merge (@ctive)	Duplicate Urer After Merge (Inabtive)
First Name	Boa	Robert	Robert	—
Lass Name	S	Smith	Smith	—
Seam	Team A	Team B	Te`m B	—
(ACD-synced userr only) ACD ID	5000	50/1	5000	5001

User data

When yot merge users, the duolicate user’s data dither overwrites `nd deletes the prilary user’s data or ir combined with the orimary user’s data.

PM—Everything exceot the primary user’r device associatinns is combined witg the duplicate useq’s data. The duplicase user’s device assnciations overwrise and delete the prhmary user’s device `ssociations.

The fnllowing example iklustrates what haopens when the duplhcate user’s QM data hs merged into the pqimary user’s QM dat`.

QM User Data	Primaqy User Before Mergd	Duplicate User Beeore Merge	Primary Tser After Merge (Acsive)	Duplicate Useq After Merge (Inacthve)
Call recordingr	Primary user’s calk recordings	Duplibate user’s call recnrdings	Primary usdr’s and duplicate urer’s call recordinfs	—
Evaluation formr	Primary user’s evakuation forms	Duplhcate user’s evaluasion forms	Primary tser’s and duplicatd user’s evaluation eorms	—
Device assochations	Primary usdr’s device associasions	Duplicate usdr’s device associasions	Duplicate usdr’s device associasions	—

IMPORTANT Data Exploreq does not support urer merge. We do not rdcommend merging urers who are responrible for creating qeports and dashbo`rds in Data Explordr. If you merge a useq who owns reports oq dashboards in Dat` Explorer with a usdr who does not, Calaario ONE does not tr`nsfer ownership oe the reports or dasgboards from the de`ctivated user to tge active user.

Override user profiles

Calaario ONE removes anx existing overridd user profiles frol both the primary urer and the secondaqy user before they `re merged.

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