Merge users

You can merge users when you want to do the following:

Link users with PC logins to users created by the ACD or created manually in Calabrio ONE
Link users created manually in Calabrio ONE to users created by the ACD
Link ACD-synced users who have been deleted or deactivated with ACD-synced users who recently have been added

In each case, after the merge, one of the users will remain active and the other will be inactive.

BEST PRACTICE If a PC has Calabrio ONE Smart Desktop installed, a corresponding user is created in Calabrio ONE with the Agent role when anyone logs into that PC if they do not already exist in Calabrio ONE. This is done so users can be recorded without additional configuration. However, if these users will be synced, it is best to sync them and configure them with their ACD account, so a merge is not required later.

Prerequisites

You have the Administer Tenant and Administer Org. Structure permissions

Page location

Application Management > Global > User Configuration > Merge Users

Procedures

Calabrio ONE supports the following types of merges:

Merge one active ACD-synced user with another active non-ACD-synced user into one user
Merge one active ACD-synced user with another deactivated ACD-synced user into one user
Merge many active, individual ACD-synced users, each with a related active non-ACD-synced user, at the same time

Merge two users

If both users are active, one must not be synced from an ACD. You can merge two ACD-synced users if one is active and the other is deactivated.

Select Merge duplicate users into a single user.
In the Primary User field, click the person icon and select the user to keep active.
In the Duplicate User field, click the person icon and select the duplicate user to merge into the primary user.
Click Save. A confirmation dialog opens.
Click Yes.

Merge multiple duplicate users

Both sets of users must be active. One set of users must not be synced from an ACD.

Select Merge multiple duplicate users at once. Calabrio ONE looks for possible matches based on first name and last name. Results appear in the table. The arrow points to the primary user, who will remain active after the merge. This user’s name also appears in bold.
(Optional) To remove a set of duplicates from the merge, clear the check box next to the name.
(Optional) To change which user is the primary user, click the arrow. The arrow changes directions, and the other user’s name now appears in bold.
Click Save. A confirmation dialog opens.
Click Yes.

Merge two ACD-synced users

You can merge two ACD-synced users only if you do one of the following first:

Deactivate the duplicate user on the Users page (Application Management > Global > User Configuration > Users)
Delete the duplicate user in the ACD

BEST PRACTICE Delete duplicate users in the ACD instead of deactivating them on the Users page. Deactivating users does not delete them in the ACD. If you merge a duplicate user that you have deactivated in Calabrio ONE but not deleted in the ACD, that user will reappear in Calabrio ONE the next time the ACD syncs with Calabrio ONE.

If both the primary and the duplicate users are active and synced from the ACD, Calabrio ONE displays an error message and prevents the merge.

Select Merge duplicate users into a single user.
In the Primary User field, click the person icon and select the user to keep active.
Select Show inactive users.
In the Duplicate User field, click the person icon and select the duplicate user to merge into the primary user.
Click Save. A confirmation dialog opens.
Click Yes.

How merge users works

The following sections describe what happens to user information and user data when you merge users.

User information

If the users you select have conflicting user information, the duplicate user’s information overwrites and deletes the primary user’s information except for the ACD ID. All information except the ACD ID is removed from the duplicate user, which is also deactivated.

NOTE If both the primary user and the duplicate user are synced with an ACD, both users keep their original ACD IDs. The primary user’s ACD ID is not overwritten and deleted, and the duplicate user’s ACD ID is not removed.

The following table describes what happens to the primary and duplicate users’ information when they are merged.

User Information	Primary User Before Merge	Duplicate User Before Merge	Primary User After Merge (Active)	Duplicate User After Merge (Inactive)
First Name	Bob	Robert	Robert	—
Last Name	S	Smith	Smith	—
Team	Team A	Team B	Team B	—
(ACD-synced users only) ACD ID	5000	5001	5000	5001

User data

When you merge users, the duplicate user’s data either overwrites and deletes the primary user’s data or is combined with the primary user’s data.

The change that happens depends on whether the data is from QM or WFM:

QM—Everything except the primary user’s device associations is combined with the duplicate user’s data. The duplicate user’s device associations overwrite and delete the primary user’s device associations.
WFM—Everything except the primary user’s user requests, alerts, views, schedule offers, and schedule trades is overwritten and deleted by the duplicate user’s data. The primary user’s user requests, alerts, views, schedule offers, and schedule trades are combined with the duplicate user’s data.

The following example illustrates what happens when the duplicate user’s QM data is merged into the primary user’s QM data.

QM User Data	Primary User Before Merge	Duplicate User Before Merge	Primary User After Merge (Active)	Duplicate User After Merge (Inactive)
Call recordings	Primary user’s call recordings	Duplicate user’s call recordings	Primary user’s and duplicate user’s call recordings	—
Evaluation forms	Primary user’s evaluation forms	Duplicate user’s evaluation forms	Primary user’s and duplicate user’s evaluation forms	—
Device associations	Primary user’s device associations	Duplicate user’s device associations	Duplicate user’s device associations	—

The following example illustrates what happens when the duplicate user’s WFM data is merged into the primary user’s WFM data.

WFM User Data	Primary User Before Merge	Duplicate User Before Merge	Primary User After Merge (Active)	Duplicate User After Merge (Inactive)
Work shifts	Primary user’s work shifts	Duplicate user’s work shifts	Duplicate user’s work shifts	—
Skill mappings	Primary user’s skill mappings	Duplicate user’s skill mappings	Duplicate user’s skill mappings	—
Alerts	Primary user’s alerts	Duplicate user’s alerts	Primary user’s alerts and duplicate user’s alerts	—

NOTE If the duplicate user is configured in the Real Time Adherence Widget, agent state changes stop updating in the widget after the merge. You must replace the duplicate user with the primary user in order to see updated agent states in the widget for that user. (See Available WFM widgets for more information about the widget.)

IMPORTANT Data Explorer does not support user merge. We do not recommend merging users who are responsible for creating reports and dashboards in Data Explorer. If you merge a user who owns reports or dashboards in Data Explorer with a user who does not, Calabrio ONE does not transfer ownership of the reports or dashboards from the deactivated user to the active user.

Override user profiles

Calabrio ONE removes any existing override user profiles from both the primary user and the secondary user before they are merged.