Overview
When an agent leaves your organization or no longer requires access to Sharpen, their user account and associated extension can be permanently removed by an administrator. Deleting a user removes their account and extension from the Sharpen platform but does not affect any historical data associated with them in Insights; all past interaction records and reporting data are retained.
Steps to Remove a User
Step 1: Clear the MAC Address from the Extension
A MAC address is only present if the user is using a physical deskphone. If the user accesses Sharpen through the Sharpen Q interface, this field will be empty, and you can skip directly to Step 2.
Navigate to Admin > Configuration > Extensions.
Search for the extension associated with the user you want to remove.
Click the Edit icon on the right side of the row to open the extension.
Locate the MAC Address field and remove any saved value.
Click Save.
Step 2: Delete the User Account
Navigate to Admin > Settings > Manage Users.
Search for the user you want to remove.
Click the Edit icon on the right side of the row to open the user's profile.
Scroll to the bottom of the page and click Delete.
When prompted to confirm, click Yes.
The user account and associated extension will be permanently removed from your Sharpen environment.
This article is part of a series on Admin Configuration topics.