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  • 1.  HRIS blueprint - ExternalID location

    Posted yesterday

    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!


    #Architect
    #Integrations

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    Ahmed Aly
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  • 2.  RE: HRIS blueprint - ExternalID location

    Posted an hour ago

    Hello,

    Thanks for reaching out. Yes, your understanding of association between a Genesys agent and HRIS system is correct. The association is established through user email set up in HRIS system and that should match the email set up for the user in Genesys.

    In regards to the externalId , it is stored in Genesys's internal store house. Once the integration for the user is established , all communication through Genesys API happens through the Genesys userId and reference to HRIS externalId is done through internal look up.

    The only API route that provides visibility into externalId is /api/v2/workforcemanagement/agents/{agentId}/integrations/hris. The response will have associatedIntegrations and for each association there is an 'agentExternalId' field returned in the response. You can use that route to verify if expected association is established for a user, but there is not a route to look up by HRIS externalId at the moment. Hope this helps.



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    Krishna Raghuraman
    Lead Software Engineer
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