Each active user who participates in schedules (typically the agent role) counts toward the total number of allowed licenses. If a user leaves, it’s best practice to deactivate rather than remove/delete the agent so schedule and adherence data remains available for reporting. Deactivated users do not apply toward your total license count. 

To view your license count, go to Settings > Enterprise Model.

Deactivating users

Step-by-step

From the People & licenses page [New in 5.1PS2]

1. Go to Settings > Enterprise model.
2. Click Active people report.
3. Select Deactivate for the selected agent.
   
4. In the pop-up, add a comment (required) then click Save to confirm that you wish to deactivate the agent.
   
   

From the agent profile

1. Go to Settings > People & agent templates > People.
2. Select the person you wish to deactivate.
3. In the Advanced configuration section, click Go to agent employment transitions.
4. Click Create a new transition.
5. In the Transition type drop-down, select Deactivate and enter the transition (deactivation) date.
6. Add a comment (required) then Save.

This will remove the agent from the active agent list and your license count but maintain schedule and adherence data. Deactivated users do not apply toward the total license count, and you have the option to reactivate the agent by creating a new employment transition.

Adding / Reactivating users

There are three ways to add agents to Community Essentials and Enterprise:

1. Add each agent manually in the People hub (not recommended).
2. Import agents from your data collection source (recommended).
3. Import agents using an Excel spreadsheet.

Employment transitions

To reactivate users. 

1. Select Go to employment transitions.
2. Click Create a new transition.
3. From the transition type drop-down select Activate.
4. Use the calendar picker to select the effective date.
5. Add a comment (required) then Save.