FAQs: Division

You cannot assign division directly to an existing contact. By default, all existing contacts appear as unassigned to a division. This display allows existing contacts to be visible to users who have the appropriate permissions.

To use divisions for external contacts, you must delete existing contacts and recreate them with the preferred division assignment. For more information about how to delete and recreate existing contacts, see Divisions for External Contacts quick start guide.

You can only manually assign a contact to a division if your organization enables manual division assignment. For more information, see Identity Resolution by divisions.

You may have lost access to the objects you select for the report. Ensure that you have appropriate access to the division and that you set up report parameters properly.

Access control does not limit transfer targets for transfers. An agent or supervisor can always look up an individual or queue, regardless of division, to transfer a conversation.

Between two supervisors in a single division, metrics shown in this view or any other performance views may differ.