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FAQs: User management

Can I use special characters in Genesys Cloud user names?

Genesys Cloud has no restrictions regarding special characters in names.

What happens when I delete a user’s account?

When you , Genesys Cloud deactivates the account so the user can no longer log in. Genesys Cloud also removes all permissions assigned to the deleted user.

Genesys Cloud does not delete some information related to the deleted user, including email address, performance data, conversation history, chat history, files stored in , and voicemails. This data can be removed using the .  

The deleted user does not appear in a  and active users are not able to see the deleted user’s profile page or profile information. 

Active users may continue to see the deleted user in their chat roster and access chat history with the deleted user. Deleted users may show up in the chat roster appended with  ” – Inactive”.

What happens when I restore a user’s account?

When a deleted user account is undeleted, Genesys Cloud restores the user to active status. When appropriate roles or permissions are assigned, the undeleted user can access any non-deleted information associated with the original user, including performance data, conversation history, chat history, files stored in , and voicemails.  

Notes:
  • If the user is in a custom division at the time of deletion, they move to the default Home division. Therefore, if the user is restored, they remain in the Home division and must be manually moved to the custom division.
  • A user account deleted through the GDPR API cannot be undeleted.
  • Extensions, default stations, and permissions are not reassigned when a user is restored.

How do I set my status to Out-of-Office?

To set your status to Out of Office, use these steps:

  1. Go to .
  2. At the lower left, click Out of Office .
  3. Enable Out of Office Status.
  4. Set the appropriate dates and times.
  5. Click Save.

For more information about presence and status, see and .