The Agent Dashboard is populated with scores based on the Team and Group to which the Employee is assigned. If the Group or Team is changed or deleted the scores for the previous Team/Group will be removed from the Agent Dashboard.

As far as reporting is concerned, the previous scores will always stay with the previous team and the newly assigned team will be associated to scores going forward.

Tip:

To manage Group/Team changes at Employee level, we recommend keeping both the old and the new Teams/Groups for a ‘transition’ period of one month during which time, the Employee can have access to both old scores for the old Team and new scores for the new Team.