Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Profile HR and Agent Sections

    Posted 09-29-2022 15:08
      |   view attached
    No replies, thread closed.
    Hello,
    Id like to know how the different 'sections' come into play or use on a users profile. Specifically the sections 'HR' and 'Agent'. I would like to know how/where you can search for data populated into these fields.

    Purpose of this question is that each of our employees have a unique identifier or user id (normally 5-6 chars long) and I would like to know if we can use one of the profile sections to search for specific users using these fields for monitoring and WFM activities through Genesys.
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    James Terry
    General Motors Financial Company, Inc.
    ------------------------------


  • 2.  RE: Profile HR and Agent Sections

    Posted 10-03-2022 04:10
    No replies, thread closed.
    Hi James.

    We had a similar requirement which was a unique ID  used across systems which we needed to store on Genesys,
    We use an external platform to carry out surveys so within the survey flow we run a data action which takes the Agent GUID as input and outputs one of the fields available under the HR section of the profile. The unique ID is no available to our external survey system.
    The key is you need to run expand=employerInfo to expose the extra information.



    It appears you can rename these fields on the GUI to something more suitable but within the API they retain the old names,
    We also found that although you could add extra fields and define then with exact names you wanted these additional fields weren't exposed to the API, hence having to rename an existing field. The fields are also editable by the user.


    I hope this helps

    Iain





    ------------------------------
    Iain Martin
    BNP PARIBAS PERSONAL FINANCE SA
    ------------------------------



  • 3.  RE: Profile HR and Agent Sections

    Posted 04-29-2024 19:34
    Edited by Aparna Peri 04-29-2024 20:24
    No replies, thread closed.

    Hi @James Terry/ community,

    I have a similar requirement.

    I want to understand where are the values used for profile fields listed under HR section can be viewed?

    Would the values be available in any internal reports?  Also there are only Full-time, Part-time, Contractor values at the moment. 

    I was hoping to add 'Casual' but it doesn't let me add. Is it possible to do that? Appreciate any help  on this, thanks.


    ------------------------------
    Best regards,
    Aparna
    ------------------------------



Related Content