This article discusses what to do when you encounter an error message after logging into the OI portal.
If a team member has recently invited you to access the Operative Intelligence portal, you may encounter the error message:
Agent:
If you are an Agent, you will need to contact your company's Admin or Team Leader to complete the necessary steps. Feel free to copy and share this support article with your Team Leader or Admin!
Admin or Team Leader:
For an Agent or Agent ID to be assigned in OI, the following is required:
- Agent has handled at least one interaction
- Interaction has taken place in an eligible queue
- Queue is mapped to an existing OI model
- Interaction has been ingested by OI
The ingestion process adds the Agent to our database and provides us with the CCaaS provider's Agent identifier. An Agent that has not yet handled any eligible interactions cannot be assigned to a user profile, because their Agent identifier will not yet be available to our portal.
If you're still having trouble assigning an eligible agent:
Please click support@operativeintelligence.com to email us with the following:
- Agent name:
- Agent Identifier:
- Conversation identifier:
- OI Queue:
- OI Model:
The table below lists the agent identifier and the conversation identifier used by common CCaaS platforms, along with their formats and where to find them.
| Provider | Agent identifier | Conversation identifier | Where to find them |
|---|---|---|---|
| Genesys Cloud CX |
User ID (userId)UUID, e.g. f1309d9d-9256-4e0e-9963-76f8fee12ba6
|
Conversation ID (conversationId)UUID, e.g. 7cbd3a7f-9a55-4d1e-b26c-3f1b5a0e91d2
|
Admin > People for users. Via API, GET /api/v2/users and GET /api/v2/conversations/{conversationId} |
| Amazon Connect (AWS) |
User ID (UserId), exposed as the Agent ARNUUID, e.g. 87654321-2222-1234-1234-111234567891
|
Contact ID (ContactId)UUID. Transferred contacts are linked by InitialContactId and PreviousContactId
|
The user ID is the segment of the agent ARN that follows agent/. The contact ID appears in contact records, contact search, and the agent event stream |
| Zendesk |
User ID (user_id, or assignee_id on tickets)Numeric, e.g. 1234567890123
|
Ticket ID (ticket_id)Numeric, e.g. 12345. Messaging conversations also carry a separate Sunshine Conversations conversation ID
|
Admin Center > People for users. The ticket ID is in the ticket URL and subject line, or via GET /api/v2/tickets/{id} |
| Talkdesk |
Agent ID (agent_id)24-character hex, e.g. 654367b0b82ba35ce2d69439
|
Interaction ID (interaction_id)32-character hex, e.g. 74458c259bc04bf1988697e3c5623ae2
|
Admin > Users for the agent ID. Both appear in the Explore API reports and in interaction history |
| Salesforce (Service Cloud Voice / Omni-Channel) |
User ID (UserId / OwnerId)15- or 18-character ID beginning 005, e.g. 005Hn00000ABCDEfgh
|
Varies by channel: VoiceCall record ID (prefix 0LQ), MessagingSession ID (prefix 0Mw), or Case ID (prefix 500) |
At the end of the record URL. In Omni-Channel, AgentWork.WorkItemId points to whichever record type routed the work |
| NICE CXone |
Agent ID, plus a separate platform User ID Agent ID is numeric, e.g. 11234567. User ID is a GUID
|
Contact ID (numeric), with a Master Contact ID grouping related contacts. A separate Interaction ID (UUID) can span multiple segments and channels | ACD > ACD Users, in the ID column, for the agent ID. Contact IDs appear in the Contact History report |
| Five9 |
Username (the agent's login, usually an email), with an internal agent ID e.g. agent@company.com
|
Interaction ID, also called the Call Session ID (interactionId), alongside sessionId and callId |
Admin Console > Users for agents. The Call Log report and the CRM SDK CallData object expose the interaction, session, and call IDs |
| Twilio Flex |
Worker SID (WorkerSid)WK plus 32 hex characters, e.g. WK1a2b3c4d5e6f7g8h9i0j1k2l3m4n5o6
|
Task SID (TaskSid), WT plus 32 hex characters. The underlying leg is a Call SID (CA) for voice or a Conversation SID (CH) for messaging |
Flex Admin > Agents, the TaskRouter API, and the Twilio Console logs |
Most platforms have more than one identifier per agent. A platform or SSO user ID and a contact centre agent ID often coexist.
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