Optimize teams determine where participant workflow data is collected and aggregated. If your organization is restructuring teams, moving from a POC to production, or splitting participants across departments, follow the guidance below to keep historical and future data organized.
Good to know
- A participant can only have their workflows mapped for one Optimize team at a time. If you add an existing participant to a new team as a Participant, their active participant assignment moves from the previous team.
- Optimizer roles are separate from Participant roles. A Team Optimizer or Organization Optimizer can be assigned to multiple teams, but a participant's workflow data can only be associated with one team at a time.
- Moving a participant changes where their future workflow data is associated. It does not automatically move or redistribute data that was already collected.
- Turning off Workflow mapping for a team stops new workflow data from being captured for that team's participants. It does not delete the data already collected.
Move a participant to another team
If your organization uses SCIM, manage the participant's team membership and role through your identity provider instead of directly in Scribe.
Split participants across multiple teams
You can split participants from one team across multiple destination teams. For example, participants from a POC team could be assigned to separate Accounting, IT, and Legal teams.
For a clean transition:
- Identify which participants should move to each destination team.
- Keep the original team if you need access to its historical data.
- Turn off Workflow mapping for the original team from Settings > Workflow mapping > Team workflow mapping controls .
- Add each participant to the appropriate destination team as a Participant.
- Turn on Workflow mapping for each destination team.
- Confirm that the destination team's apps and domains are allowed for Workflow mapping.
- Confirm that participants have accepted their invite and are signed in to the Scribe extension or desktop app.
Turning off Workflow mapping for the original team is recommended when transitioning from a POC or completing a full team split. It creates a clear separation between the historical data collected during the original phase and data collected after the reorganization.
What happens to historical data?
Historical data remains associated with the team where it was originally collected.
For example, if participants collect data in a POC team and are later split into Accounting and IT teams:
- Existing POC data remains in the POC team.
- Existing data is not automatically moved into the new teams.
- Existing data is not retroactively split by participant or department.
- New activity collected after the move is associated with the participant's new team, once Workflow mapping is enabled there.
- The original team can be kept as a historical reference, but it will not receive new data after Workflow mapping is turned off or its participants are moved.
If the original POC data already combines multiple departments or functions, the historical data will not be automatically separated after participants are reassigned.
Can historical Optimize data be migrated between teams?
Historical Optimize data migration is not a standard self-service operation. Do not assume that traces, workflow captures, or associated analytics can be moved from an existing team into new teams.
If you need historical data moved between teams, contact your Scribe account team before making changes. Any migration request requires a separate review, and the available scope may depend on the type of data involved.
Moving participants and migrating historical data are separate operations. Moving a participant changes the destination for future workflow mapping, but it does not automatically migrate their previous data.
Troubleshooting
The participant is assigned to the new team, but no new data is appearing
Check that:
- Workflow mapping is enabled for the destination team.
- The participant has accepted their Optimize invite.
- The Scribe extension or desktop app is installed and signed in.
- The required apps and domains are allowed for Workflow mapping.
Participant assignment and Workflow mapping status are separate settings. A participant can be assigned to a team while Workflow mapping remains turned off for that team.
The original team no longer shows new activity
This is expected if Workflow mapping has been turned off for the original team or all of its participants have been moved. The team's historical data remains available according to your organization's retention settings, but new activity is collected under the participant's active destination team.
I need the same participant's data in two teams
A participant cannot have their workflows mapped for two teams at the same time. If you need someone to view multiple teams without sending their activity to each team, assign them the appropriate Team Optimizer or Organization Optimizer role instead.