About user data transfer for QM and Analytics

NOTE This is a new feature that is not yet generally available. The content in this article is subject to change.

Combining and overwriting data

The data transfer page allows you to transfer many types of QM and Classic WFM data. Data is either combined or overwritten depending on the type of data being transferred.

Combine — The target user will have data from both the target user and the source user after a data transfer is performed.

Overwrite — The target user’s existing data is deleted, then overwritten with the source user’s data.

Data between two users is combined unless it cannot feasibly be done. In that case, the data from the source user overwrites the target user's data.

In both cases, the data that is transferred no longer belongs to the Source User after a transfer is completed.

EXAMPLE For example, user server requests can be easily combined. However, agent schedules cannot be combined because agents can only have one schedule. Therefore schedules are overwritten because they cannot be combined.

What data is transferred

Quality Management data types

The following QM data types are combined.

Login State
Recording API Command
CCRs
Evaluations - approver and evaluator
Evaluation Comments
Contact Goal
Contact Goal Person
Contact Goal Progress
Storage File
Archive Audit
Wfo Audit Events

Classic WFM data types

The following Classic WFM data types are combined.

User Messaging Requests
User Messaging Request Comments
User Server Requests
Alerts (deprecated)
Views
Workflow Conditions

The following data types are overwritten.

Accumulated Vacation Hours
Skill Mappings
Agent Assigned Exceptions
Agent Schedules
Projects
Agent Work Shifts
Agent/Service Productivity Data (Interval/Day/Week/Month/Year)
Agent Productivity Data
Agent Offline ActivityHours
Agent Group Day Allocations
Historical Activities by Agent
Agent Work Hours
Agent Real Time States
Dynamic Schedule
Dynamic Schedule Shift
Dynamic Schedule Event Parameters
Multiskill Mappings
Work Condition Mappings
Vacation Plan mappings