Session ID correlation between WxC + WxCC

[jeremy.hudgeons]

Looking for ways to match the dataset between WxC & WxCC reporting to build cradle to grave reporting. trying to use the contact_session_ID or Call_id or correlation_id but I am not seeing alignment on anything other than source and destination phone numbers 

[Janos Benyovszki · Accepted solution]

@jeremy.hudgeons  Unfortunately there is no single common unique identifier that directly links a CDR record to a Contact Center task. The CDR carries its own set of identifiers (Call ID, Correlation ID, Local SessionID, Network call ID, etc.) and the  Contact Center records carry a separate task id(Interaction ID). None of these overlap. 
 
Both systems record the same E.164 caller and called numbers which is the strongest common data. Otherwise you can also compare the timestamps of the start and end of the call and with that the duration. The timestamps are extremely close but not identical (sub-second offsets).
 
For tracking the full CC call flow including consults/transfers we generally recommend the Search API (https://developer.webex.com/webex-contact-center/docs/getting-started-with-search-api). In particular the activities.nodes of the taskDetails / CAR records will track each step of the interaction in details (you can find the Data Dictionary here https://github.com/WebexSamples/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-sample#data-dictionary).