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  • 1.  Synchronize the attribute Name in the section Agent via SCIM

    Posted 04-22-2026 12:32

    Dear Genesys Community,

    I would kindly know if via SCIM integration it is possible to synchronize the attribute "Name" in the "Agent" section of a user in Genesys Cloud (see picture below).

    The value set in this attribute is presented in the chat widget as "name" of the Genesys user. 

    I checked the SCIM and Genesys Cloud field mappings in the Resource Center (https://help.genesys.cloud/215919) but I couldn't find anything about this.

    Any idea or support on this subject is  appreciated.

    Many thanks and Kind regards,


    #API/Integrations

    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------


  • 2.  RE: Synchronize the attribute Name in the section Agent via SCIM

    Posted 04-22-2026 13:12

    Hello Fabrizio, 

    Unfortunately, the Agent Name field isn't something that can be synced through SCIM in Genesys Cloud. SCIM only supports a specific set of user attributes, and things like agent display name (along with fields like givenName and surname) just aren't included in those mappings today.

    That Agent Name field you're referring to is a separate profile setting used for things like chat and messaging, so it has to be set manually in the user profile if you're managing it through the UI. If you're looking to automate it, the alternative is to use the Genesys Cloud API, which does support updating the agentName field programmatically. It's a bit more work than SCIM, but it's really the only way to keep that field in sync automatically right now.

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Synchronize the attribute Name in the section Agent via SCIM

    Posted 04-23-2026 05:42

    Dear Cameron,

    Thank you very much for your valuable answer.

    Kind regards,

    Fabrizio



    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------

    Original Message


  • 4.  RE: Synchronize the attribute Name in the section Agent via SCIM
    Best Answer

    Posted 04-22-2026 13:19

    Hi Fabrizio 

    I think unfortunately not. 

     That Agent Name field you're referring to (found under the Agent section of the user profile) is indeed a specific attribute in Genesys Cloud - it's separate from the standard user displayName or name fields that SCIM typically maps.
    The short answer: No, that field is not currently mapped in the standard SCIM integration.
    The SCIM standard maps core user attributes such as userName, displayName, emails, phoneNumbers, and a few others. The Agent Name field is a Genesys-specific attribute that lives outside the standard SCIM schema, and Genesys's current SCIM implementation does not expose a custom extension for it.

    Currently, there's an idea on the portal to retrieve custom attributes via API, but it's under future consideration.
     
    https://genesyscloud.ideas.aha.io/ideas/OP-I-690


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 5.  RE: Synchronize the attribute Name in the section Agent via SCIM

    Posted 04-23-2026 05:43

    Dear Kaio,

    Thank you very much for your valuable answer.

    I voted the idea, even if in "future consideration" status.

    Kind regards,

    Fabrizio



    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------

    Original Message


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