How does deleting queues affect views and other data?

After you delete a queue, you can still access its past interactions and listen to recordings for calls placed in the deleted queue. Deleting queues does not impact metrics in views based on agent or other metrics. The conversations associated with deleted queues are retained and referenced by the queue’s 36-character identifier. But the queue name is no longer visible. You cannot search the deleted queue using the queue name.

Deleted queues do not appear on the queue-based views, such as Queues views. In other views, the deleted queue and related data appear without the queue name. Instead, those views display the queue ID number or Deleted Queue. For example, a deleted queue’s data still displays as a row in the DNIS Performance view, but, instead of the queue name, the queue ID appears in the row. You cannot click the queue ID for more information. 

For queue-based views, such as the Queue Performance Detail view, you cannot select deleted queues when you create a new view or edit a view. However, if you already selected an inactive or deleted queue on a view before the queue was deleted, then that queue still appears on the view when it runs. If you edit a view that contains a deleted queue, Genesys Cloud removes that queue from the view queue field and no longer includes it when the view runs again.

You can still query the API for metrics from deleted queues. For more information, see Analytics in the Developer Center.

For more information about how to delete a queue, see Edit or delete queues.