It is not recommended to completely remove Records Merge from the WFO application.
Records merge is an automatic event that is triggered and its meaning is literal because the application is having to merge more than 1 record. A record consists of 1 login and 1 logout, and so if you have more than one of them for the same agent in the same “day”, then it will merge them together to make one. Removing the activity name doesn’t do anything because there will still be a records merge from the system shown in the day details regardless, but the activity needs to be mapped so that it can be easy to manipulate the adherence as the business sees fit.
If you want to stop records merge from occurring, then you have to stop having agents log out during their shifts and only use logout features when you truly expect a logout event to occur and when you do not expect the agent to log back in.
Login + logout = 1 record
So if you have 2 sets of logins and logouts, then that is 2 records. The system will merge them since they are occurring in the say day and at the same shift.
