SocialMiner invited agent has a hex ID in chat.agentName field instead of the login name

FerencPal43372 · ‎03-05-2020

Hi,

I'm developing an automated archiving solution for SocialMiner chats, and I noticed that, in a scenario when agent A accepts an incoming chat in Finesse and then invites another agent (B) into the conversation the invited (B) agent's agentName in the chat transcript will be a hexadecimal ID instead of the login name.

E.g. here the agent with nickname tcc2 was invited by tcc:

<agents>
    <agent>
        <agentName>tcc</agentName>
        <nickName>tcc</nickName>
    </agent>
    <agent>
        <agentName>a58b414c100001700000032b53ef8b74</agentName>
        <nickName>tcc2</nickName>
    </agent>
</agents>

The Cisco SocialMiner developer guide 12.0 states that "chat.agentName: Login username for the agent in the chat room", however that is clearly not the case here.

Our problem, in particular, is that we want to make the archive searchable by login names, however in these cases we can not guaranty that.

Do you have any suggestions to overcome this issue?

Thanks,

Ferenc