Delete someone from your organization

Genesys Cloud allows administrators to delete user accounts from their organization when employees leave or are added in error. To delete a user, administrators navigate to Admin > People and Permissions > People, locate the user, select More > Delete Person, specify a deletion reason (Voluntary, Seasonal Leave, Performance, Conduct, or Unknown), and confirm the action. Users must have Directory > User > All permissions to perform this function. When a user is deleted, their account is removed from searches and directories, and active users cannot access their profile information. However, Genesys Cloud retains certain data associated with deleted accounts, including email address, performance metrics, conversation history, chat history, stored files, and voicemails. This retained data can only be removed through the GDPR API. Consequently, Genesys Cloud does not recommend reusing deleted accounts or email addresses. Important considerations include: users in custom divisions automatically move to the default Home division upon deletion and must be manually reassigned if restored; accounts deleted via the GDPR API cannot be undeleted; and deleted user data persists in the system unless explicitly removed through GDPR API procedures.