Introduction
When offboarding an agent in Mission Control, it is essential to follow a structured process to ensure proper account management and data integrity. This guide outlines the steps to offboard an agent effectively.
Steps to Offboard an Agent
Create a User Role Without Permissions
Navigate to Org. Settings > User Roles.
Create a new role (e.g., "Archive" or "Offboarded").
This role should have no permissions assigned.
Assign the offboarding agent to this role.
Note: The user will still be able to log in but will have no access to calls. However, they will retain read access to Users and Teams within the organization, and they can still update their name, email, extension, and reset their password. A future update will address these limitations.
Remove the Extension from the User Profile
Navigate to Org. Settings > Users.
Locate the user’s profile.
Remove the assigned extension.
Note: Calls recorded or uploaded while the user had the extension will remain assigned to them and will be discoverable.
Reassign the Extension to Another User
Assign the extension to a different user.
New calls uploaded or recorded will now be assigned to the new user and their respective team (team assignment functionality coming soon).
Additional Considerations
Ensure that the offboarded agent's permissions are properly restricted to prevent unintended access.
Monitor for updates addressing access limitations post-offboarding.
If required, manually reassign historical calls to another user or team.
By following these steps, you can effectively offboard an agent while maintaining system integrity and compliance.