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  • 1.  External Tag

    Posted 02-27-2025 13:29
    No replies, thread closed.

    External Tags are limited to 36 characters.  I was wondering why the limit is that low.  We have several thousand TF numbers which are assigned to different client locations and we need to see the client names on reports and realtime displays.  External tags allows us to show the client names on a Interactions report, but wish we could see the same on Queue Performance screens as well, perhaps in place of the caller info.  For this use case, though, the 36 characters is very limiting, as we have some of the client display names as large as 75 characters.

    Or, are there better ways to show this?  On Pure Connect, we were able to update the attribute EIC_Remotename with the client name and it met our needs quite nicely.


    #Reporting/Analytics

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    Albert Smith
    Software Engineer
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  • 2.  RE: External Tag

    Posted 02-28-2025 14:07
    No replies, thread closed.

    Hey Albert,

    I cannot speak as to why the the External Tags are limited to 36 characters but I did find this Idea to increase the limit that is currently marked as Future Consideration in the Product Ideas Lab. I would recommend voting on that idea and leaving a comment as well. 

    As for if there is a better way to display this info, I will have to defer to the Community to see if anyone else has any better ideas.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: External Tag
    Best Answer

    Posted 03-09-2025 08:21
    Edited by System 10-28-2025 09:51
    No replies, thread closed.

    Hi Albert,

    The "External Tag" field is a pre-defined field in Genesys Cloud designed to establish a link between a Genesys Cloud conversation and an entity in an external system. It is typically used to store the unique identifier (ID) of that external entity. These IDs are very often in the form of a GUID (Globally Unique Identifier), which are typically 36 characters long (e.g., a1b2c3d4-e5f6-7890-1234-567890abcdef). The "External Tag" field is limited to 36 characters to accommodate these GUIDs.


    Genesys Cloud offers a feature called "Participant Data" to store additional information related to an interaction. This allows you to define custom attributes and assign values (like client names) to them. Please keep in mind that participant attribute maximum length is 1024 characters.

    Also, Genesys Cloud developers are currently working on a new model called Conversation Custom Attributes (CCAs) that will allow users to manage custom attributes directly within the user interface (UI). This will be a significant improvement over the current methods, which often require using Architect flows or API calls to set Participant Data. The details of this upcoming feature, including its planned functionality and potential release timeframe, can be found on the Genesys Cloud Ideas Portal at this link: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702. This new feature promises to make working with custom attributes much easier and more intuitive for Genesys Cloud users.



  • 4.  RE: External Tag

    Posted 03-10-2025 10:56
    No replies, thread closed.

    Hi @Albert Smith,

    You mentioned Remote Name so I was wondering if External Contacts will meet your requirement? It does seem to allow more than 36 characters. It's also available as a filter in Queue Performance. 



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    Anna Jhane Mulinyawe
    Specialist
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    Original Message


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