Improve Historical Reporting: Exclude Deleted Agents and Queues past their deletion date
When an agent or queue is deleted, the historical data associated with them should ideally no longer be displayed or should be clearly marked as inactive past their deletion date.
If multiple agents are leaving and are removed from RingCX, manually filtering them out from historical dashboards is indeed very difficult and inefficient.
Hence, the agent and queue details should be cleared off after the date they are deleted from the portal
Swathi Gokul
shared this idea
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Ryan
commented
This feature request is also applicable to a similar RingCX Analytics use case involving deleted Queues and Workflows.
Once a Queue or Workflow is deleted, it can no longer be edited or renamed in the CX Admin Center. However, historical records associated with these entities may continue to appear in Analytics reports, making it difficult to distinguish obsolete/test entities from current production data.
For historical reporting purposes, it would be helpful to provide an option to either:
Exclude deleted Queues and Workflows from standard/current reports after their deletion date;
Clearly identify deleted entities as inactive/archived;
Provide an "Include Deleted" or similar filter in Analytics; or
Allow the names of deleted entities to be edited for historical reporting purposes.This would help administrators maintain cleaner Analytics reports while still retaining historical data for auditing and reporting when needed.
Workflows should also be considered alongside Agents and Queues in this enhancement.