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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
  • Varun Kulkarni commented
    February 10, 2023 19:30

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

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  • Rares Grosu commented
    October 28, 2020 12:25

    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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  • Vikram Gururaj commented
    October 23, 2020 14:29

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

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