Each active user who participates in schedules (typically the agent role) counts toward the total number of allowed licenses. If an agent leaves, it’s best practice to deactivate rather than delete the agent in CommunityWFM so schedule and adherence data remains available for reporting purposes. 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.
New in 5.1SP2: To view a report of all people who apply to the license count, navigate to Settings > Enterprise Model. View your total license count and how many licenses remain then select Active People Report to view the details.
The report is color-coded and shows in red agents who were added after exceeding the license count. It also includes the option to Deactivate or Delete the agent from within the report.
In product versions prior to 5.1SP2
To deactivate an agent, navigate to Settings > People & agent templates > People.
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Select the person you wish to deactivate.
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In the Advanced configuration section, click Go to agent employment transitions.
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Click Create a new transition.
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In the Transition type drop-down, select Deactivate and enter the transition (deactivation) date.
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Add a comment (required) then Save.
This will remove the agent from the active agent list and your license count but retain the profile, schedule, and adherence data.
To delete an agent, navigate to Settings > People & agent templates > People > Current list.
In the far-right column select Delete.
This will permanently remove the person from the license count, but also remove all associated schedule and adherence data.