You may notice that in the "Assign agent to user" field, some agents display an alphanumeric ID next to their name while others do not. This is expected behavior and does not affect functionality.
The Short Answer
As long as the agent’s name appears in the field, the setup will work correctly. The presence or absence of an ID has no impact on how agents are assigned or how data flows in the platform.
The Detailed Explanation
Agents are automatically added to OI from your CCaaS platform (e.g., Genesys) when we ingest an interaction they've handled. We support multiple CCaaS platforms, and each platform provides agent data differently:
Some platforms assign a unique alphanumeric ID (e.g.,
userId) to each agent.Others use an email address as the primary identifier.
We require at least one of these identifiers to ensure that agents with the same name can be uniquely distinguished in the system.
Let's use Genesys as an example. Every agent is assigned a unique ID. For some agents, this ID is also included in an email field provided by Genesys. When this field is populated, OI displays it as an additional identifier next to the agent’s name in the assignment dropdown.
However, not all agents have this field populated. One possible reason is that only agents who handle email interactions—or have in the past—may have this email field set in Genesys. This is just a theory, and exact behavior may depend on how your Genesys environment is configured.
No Impact on Functionality
Whether or not the ID appears alongside the name, agent assignment works the same way. There’s no need to take any action or make changes based on this visual difference.