WxCC AgentID Values in Event Flows Not Matching

[Wally Arojado]

I need to the Agent ID for a 3rd party post call survey. I collect the values for AgentAnswered.AgentID or AgentDisconnected.AgentID in an event flow (which both match).  If I try to match this Agent ID to a configured agent, the values are different. I have not found any other way to find the configured agent ID other than running an ASR report that contains the agent ID, so I'm not sure which value is valid.

[Arunabh Bhattacharjee · Accepted solution]

Hello @Wally Arojado 

This is probably due to a concept of Control Hub User sync into WebexCC Users table which in this case shows two IDs, the control hub user ID is what we call a common identity user ID and matches with the people API on webex.

See the User IDs from here: 

- People API: Control Hub user ID https://developer.webex.com/docs/api/v1/people 

scope is spark:people_read

- User API with WebexCC ID: https://developer.webex-cx.com/documentation/users/v1/get-user-by-id 

- User ID by CI User ID (Control Hub ID) API: matches webexCC userID with control hub user ID.

https://developer.webex-cx.com/documentation/users/v1/get-user-by-ci-user-id 

- List Users API: Provides both, User ID and CI User ID.

https://developer.webex-cx.com/documentation/users/v2/list-users 

See fields id, ciUserId, etc

This is what you would also receive in the list users API.

Agree this adds to the complexity of user management but it is possible to fetch this mapping via an additional call to control hub.

We have taken this feedback to the product teams to see if this can be simplified further.

Thanks & Regards,

Arunabh.