Staff turnover in a contact center is a routine process, but it presents a specific challenge for analysts: how to reassign a phone extension to a new hire without "poisoning" your data.
If you simply rename an old agent, their historical performance (fCR, CSAT, etc.) will blend with the new agent's results. To keep your analytics crystal clear, follow this "Clean Start" Protocol on the Ender Turing platform.
The Problem: Why renaming isn't enough
The platform identifies agents primarily by their Extension ID. If you just change "John" to "Mary" while keeping the same ID:
John’s past conversations will now show up under Mary’s name.
Your historical benchmarks for Mary will be inaccurate from day one.
You lose the ability to fairly compare the two employees.
The Step-by-Step Guide for a Seamless Transition
Step 1. Deactivate the "Digital Ghost"
Before making any technical changes, deactivate the old agent's profile. This removes them from active dashboards while keeping their data safely stored in the database.
Step 2. Create an Archive ID
Change the extension/number of the old agent.
Pro Tip: Simply append a suffix like _old or _archived to their original number.
This "frees up" the real number 105 for the system while preserving the link between old calls and the former employee’s profile.
Step 3. Keep Them in the Team
Leave the deactivated agent (with the modified ID) in their original team. This ensures that if you ever pull a historical report for that specific department, the totals for that period will remain correct.
Step 4. The New Agent Appears in "Unassigned"
When the new employee makes their first call using the real extension (e.g., aturing), Ender Turing will look for a match. Since you renamed the old profile to aturing_old, the system will treat aturing as a brand-new entry.
The new agent will automatically appear in the Unassigned folder.
Step 5. Final Setup
Go to the "Unassigned" section, find the new entry, and:
Create a new agent profile.
Assign their actual name and surname.
Move them to the correct team.
Quick Summary Table
Action | Result |
Deactivate old profile | Keeps current dashboards clean. |
Add | Frees up the real number while saving history. |
Create from Unassigned | Gives the new agent a 100% clean statistical start. |
By following this simple protocol, you ensure that your contact center's history remains an asset, not a confusing mess of overlapping data.