FAQs: Division

When a supervisor has access to the Queue Activity view, they see all users in that queue even if the user belongs to a different division. Although the supervisor cannot open details for users in a different division, the users’ queue membership, presence, and conversation details appear in the Queue Activity view.

Between two supervisors in a single division, metrics shown in this view or any other performance views may differ.

Access control does not limit transfer targets for transfers. An agent or supervisor can always look up an individual or queue, regardless of division, to transfer a conversation.

You may have lost access to the objects you select for the report. Ensure that you have appropriate access to the division and that you set up report parameters properly.

You cannot assign division directly to an existing contact. By default, all existing contacts appear as unassigned to a division. This display allows existing contacts to be visible to users who have the appropriate permissions.

To use divisions for external contacts, you must delete existing contacts and recreate them with the preferred division assignment. For more information about how to delete and recreate existing contacts, see Divisions for External Contacts quick start guide.