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Hello,

I'm currently working on the HRIS integration based on the official blueprint:
WFM HRIS Blueprint – Get Agents Workflow

I have a question regarding the handling of the externalId in the Get Agents workflow.

From my understanding:

• The workflow retrieves email + externalId (HRIS ID) from the HR system.
• The integration matches users based on email and internally associates the externalId with the Genesys agent. 
• This mapping seems to be stored internally within the HRIS/WFM integration rather than exposed as a standard user attribute.

However, I'm unable to identify:

1. Where exactly is the externalId stored in Genesys Cloud?

   • Is it persisted anywhere accessible (e.g., WFM agent object, user profile, or integration layer)?
   • Or is it only maintained internally within the HRIS integration context?

2. How can we retrieve agent details (e.g., email) using the externalId via API?

   • I cannot find any public API that allows lookup using externalId.
   • Also, the externalId is not populated in the "HR" section of the employee profile by default in my setup.

3. Is there a recommended approach for this lookup?

   • Should this mapping be maintained externally (e.g., middleware/data store)?
   • Or is there a supported way to expose/search it within Genesys Cloud?

Any clarification on how the blueprint expects this to work in a real implementation would be really helpful.

Thanks in advance!