Occasionally, you may need to delete an agent who is leaving your team or no longer requires access. Before removing an agent, it’s important to understand the impact of deletion on historical data, reporting, and ongoing operations, and follow recommended best practices to avoid data loss and service disruption.

The Impact of Deleting Agents

Deleting an agent affects the data displayed in the Comm100 system, and an agent’s access on your integrated platform in some cases. Please be aware of the impact before making the decision.

Impact on History Chats

Chats handled by the deleted agent remain stored in the system and can still be viewed in chat history. However, once the agent is deleted, you will no longer be able to filter chat history or reports by that agent. If agent-specific chat data is required for future reference or analysis, we recommend exporting the data before deleting the agent.

You can find the deleted agent’s history chats from Live Chat > History > Chats, with the agent marked as deleted. 

Impact on History Tickets
Tickets previously handled by the deleted agent are retained in the system and remain accessible. However, the deleted agent will no longer appear as an option for filtering or reporting. To preserve agent-level ticket data for auditing or analysis purposes, make sure to export the relevant information before deletion.

On the Agent Console, all the tickets appear in the default All View. If you delete the default All view, you need to make sure there is a View that includes the tickets assigned to the deleted agent; otherwise, you will be unable to track the history tickets.

To learn more about the Views in the Ticketing & Messaging, see this article.

Impact on Reporting Statistics

Comm100 provides various reports covering aspects of chat volume, agent performance, and visitor satisfaction. You can view live chat and ticket reports from multiple perspectives, such as by time, by department, by campaign, and by agent.

For reports showing overall chat statistics, which are based on the site, deleting agents does not change the numbers. For example, in the Real Time report, the chat numbers remain the same after the deletion. Similar to the case of history chats, the agent disappears from the Control Panel after deletion, so you cannot view the history data of that agent alone. Therefore, after you delete an agent, you may find that the sum of the chats of each agent does not equal the total chats number.

For reports showing agent performance, which are based on existing agents, deleting agents directly changes the numbers. For example, in the Workload report, the total, average, and percentage numbers are calculated based on existing agents only; the history chats of deleted agents are not counted.  

Impact on Mapped Cisco Agents

If you are using Comm100 Live Chat on Cisco Finesse, and the agent you want to delete is mapped with a Cisco agent, deleting the Comm100 agent will break the mapping relationship, and the previously mapped Cisco agent will be denied access to Comm100 Agent Console. To learn more about mapped Cisco agents, see this article.

Actions to Take Before Deleting Agents

Before performing the delete action, you must ensure that the agent will no longer be involved in your service system. To achieve this, you need to reassign the ongoing tickets already assigned to the agent, change routing rules for future chat requests and tickets, and check the settings which may involve the agent.

Reassign Agents’ Tickets

Reassign the agent’s tickets that have not been resolved to ensure effective follow-ups.

Follow these steps to reassign the agent’s ongoing tickets:

1. Log in to Comm100 Agent Console.
2. In the Ticketing & Messaging tab, click Manage Views. 
   
3. Click New View in the Manage Views window.
4. Create a View for the unresolved tickets assigned to the agent using Assignee and Status as the condition. The following shows an example.
   
   
5. Select all the tickets in the View, and click the Edit button.
   
   
6. Choose another agent in the Agent Assignee dropdown list.
7. Click OK. The agent’s unresolved tickets are now reassigned successfully.
   
   

Change Routing Rules

Change routing rules involving the agent to ensure that the chats and tickets routed to that agent will go to other team members. Otherwise, the chat requests and tickets from your clients may have no response.

Follow the steps to change routing rules:

1. Log in to Comm100 Control Panel.
   
   Note: You need to use an account with the permission to manage agents. Admin account is recommended.
2. From the left navigation menu, go to the corresponding menu based on your needs.
   • To reassign an agent’s chats, go to Live Chat > Campaign > Routing Rules. If you are using multiple campaigns, make sure to choose the correct campaign from the drop-down list. 
   • To reassign an agent’s tickets, go to Ticketing & Messaging > Settings > Routing Rules. 
3. In the Routing Rules list, locate the custom rule that routes chats to the agent you want to delete. If you don't have any custom rules, check the Route Visitors to section if the agent is bound there.
   
   
4. Click the edit button in the Operations column.
5. On the Edit Rule drawer, select another agent from the drop-down list and click OK.
6. In the When Visitors Fail to Be Routed Based on Any of the Custom Rules section, make sure the chats are not being routed to the agent to delete.
   
   The routing rules are now changed successfully.
   
   

Check Settings in Related Modules

Apart from reassigning the agents’ chats and tickets, you also need to check other settings which may involve the agent, and make necessary modifications before deleting agents.

• Live chat shift arrangement
  Check agent schedules in Live Chat > Settings > Shifts. Make sure your team will stay organized to serve your customers after removing the agent.
• Segmentation settings
  In Live Chat > Settings > Segmentation, check if the agent is being notified for a visitor segment and make necessary modifications.
• Trigger actions
  In Ticketing & Messaging > Settings > Triggers, check that the agent is not involved in the Action settings of a Trigger.
• SLA Policy conditions
  In Ticketing & Messaging > Settings > SLA Policies, check that the agent is not used as a condition of an SLA policy. Deleting the agent used as an SLA condition may invalidate the SLA policy.
• AI Agent actions
  If you are using AI solution, you also need to check its action settings. On the Control Panel, check the settings of AI Agent and Task Bot, make sure that the agent is not involved in any actions. If the agent belongs to a specific department, make sure the department has other active members.