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Webex CC Analyzer - Add User External ID parameter to all report types [OfficeDepot]

Users in WxCC have External ID field populated with an internal ID number. As a supervisor I want to have the same User External ID field available in Analyzer in all type of reports so that I can use it to report on, next to the Agent Name.

External ID is unique, while agent name can have the same value. Hence, external ID can be used to consolidate data from different systems and report on agent performance.

  • Rares Grosu
  • Oct 23 2020
  • Future consideration
Contact Center
  • Admin
    Varun Kulkarni commented
    10 Feb 07:30pm

    Being considered as a future enhancement - part of creating APIs to ingest 3rd party data in Analyzer.

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  • Rares Grosu commented
    28 Oct, 2020 12:25pm

    Hi Vikram. I just wanted to clarify that the requirement is to bring n Analyzer the external ID available already in user profiles when these are created in Webex CC. Will that be achieved by the same APIs ingestion method or this is something you can achieve earlier and differently? Thank you

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  • Admin
    Vikram Gururaj commented
    23 Oct, 2020 02:29pm

    In Future roadmap, we plan to expose ingestion APIs to ingest data from external systems and report on them

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