Genesys Cloud - Main

Hi @Genesys Community,

While monitoring the interactions between agents and customers in Queue Activity, we are currently seeing only an ID instead of the customer name.

For monitoring and reporting purposes, we would like the customer name to display in the Queue Activity view.

#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#DigitalChannels
#Implementation
#Omni-ChannelDesktop/UserInterface

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Haridass Sarangan
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Can anyone answer this - is this the default behaviour, or can it be changed to show the customer's name?

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Haridass Sarangan
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Original Message:
Sent: 10-04-2025 07:44
From: Haridass Sarangan
Subject: Queue Activity - Messanger Channel

Hi @Genesys Community,

While monitoring the interactions between agents and customers in Queue Activity, we are currently seeing only an ID instead of the customer name.

For monitoring and reporting purposes, we would like the customer name to display in the Queue Activity view.

#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#DigitalChannels
#Implementation
#Omni-ChannelDesktop/UserInterface

------------------------------
Haridass Sarangan
------------------------------

Hello Haridass,

It will show the ID if no name is being passed across on the interaction. e.g. recognized as an External Contact
How are you expecting the customer name to appear there?  Is the interaction linked to an External contact, CRM, customer is inputting the name themselves as part of the interact?

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 10-06-2025 03:47
From: Haridass Sarangan
Subject: Queue Activity - Messanger Channel

Can anyone answer this - is this the default behaviour, or can it be changed to show the customer's name?

------------------------------
Haridass Sarangan

Original Message:
Sent: 10-04-2025 07:44
From: Haridass Sarangan
Subject: Queue Activity - Messanger Channel

Hi @Genesys Community,

While monitoring the interactions between agents and customers in Queue Activity, we are currently seeing only an ID instead of the customer name.

For monitoring and reporting purposes, we would like the customer name to display in the Queue Activity view.

#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#DigitalChannels
#Implementation
#Omni-ChannelDesktop/UserInterface

------------------------------
Haridass Sarangan
------------------------------

My understanding, at least in our world, is that unless you have the customer name saved as a contact, it will not appear.  This makes sense for us because many people who reach out to us are not current customers.    We do use an API to gather some basic information into a screen pop, based on the phone number.

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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
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Original Message:
Sent: 10-04-2025 07:44
From: Haridass Sarangan
Subject: Queue Activity - Messanger Channel

Hi @Genesys Community,

While monitoring the interactions between agents and customers in Queue Activity, we are currently seeing only an ID instead of the customer name.

For monitoring and reporting purposes, we would like the customer name to display in the Queue Activity view.

#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)
#DigitalChannels
#Implementation
#Omni-ChannelDesktop/UserInterface

------------------------------
Haridass Sarangan
------------------------------

You haven't stated which media type you're asking about. But from the screen-shot I assume your question is about email interactions? Although it is unfortunate that you've blurred out the 'ID' so I have no idea how it is actually appearing for you?

Anyway I think the answer to your question is: It depends on how the email's From address is formatted.

[Edit] Sorry I see the title says "Messanger Channel", but the screen shot appears to show an email? Can you please clarify which media type you are asking about? If your question is about authenticated web-messenger sessions, then I believe the answer is: It depends on what claims are included in the JWT.

Nick.