Genesys Cloud - Main

Hi all,

We are using Genesys Cloud and would like to know if it is possible to display the name of inbound callers (when they are known as External Contacts) instead of just their phone number in the Queue Activity Detail view of a specific queue in the Analytics Workspace.

Right now, in Queue Activity Detail we only see the caller's phone number and there does not seem to be any identity resolution happening at that level. We would like this view to show something like the external contact's name (e.g. "John Smith - Organization XYZ") rather than just +31xxxxxxxxx (we are Dutch).

My questions:

1. Is it currently possible for Genesys Cloud to resolve and display External Contact information (name) in the Queue Activity Detail view?
2. If yes, what needs to be configured to make this work (e.g. specific External Contacts setup, Architect flow configuration, Analytics settings, permissions, etc.)?
3. If not currently possible, is there any roadmap item or workaround (reports, exports, APIs, dashboards) that could achieve something similar?

I attached a screenshot in which you can see exactly where we would like the caller information to be shown.

Any guidance, best practices or documentation pointers would be greatly appreciated. Thank you!

Goededag Maarten

Hope you are doing well.

I found the following logged on the Ideas Portal, seems this is currently not available - https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1851

Did a test by clicking the waiting interaction and was able to view the external contact details in the interaction view.  I know it does not resolve your current problem but might be a workaround.

I would recommend voting on this idea.

Regards

Original Message:
Sent: 03-03-2026 07:58
From: Maarten de Wit
Subject: Help needed: Show external contact name instead of phone number in Queue Activity Detail (Analytics)

Hi all,

We are using Genesys Cloud and would like to know if it is possible to display the name of inbound callers (when they are known as External Contacts) instead of just their phone number in the Queue Activity Detail view of a specific queue in the Analytics Workspace.

Right now, in Queue Activity Detail we only see the caller's phone number and there does not seem to be any identity resolution happening at that level. We would like this view to show something like the external contact's name (e.g. "John Smith - Organization XYZ") rather than just +31xxxxxxxxx (we are Dutch).

My questions:

1. Is it currently possible for Genesys Cloud to resolve and display External Contact information (name) in the Queue Activity Detail view?
2. If yes, what needs to be configured to make this work (e.g. specific External Contacts setup, Architect flow configuration, Analytics settings, permissions, etc.)?
3. If not currently possible, is there any roadmap item or workaround (reports, exports, APIs, dashboards) that could achieve something similar?

I attached a screenshot in which you can see exactly where we would like the caller information to be shown.

Any guidance, best practices or documentation pointers would be greatly appreciated. Thank you!

#Telephony

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Maarten de Wit
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