Assign user identities

NOTE This is a new feature that is not yet generally available.

Webex WFO supports associating external identities from third-party platforms with a single Webex WFO user. This capability ensures that accounts from all external systems for a single person are correctly mapped and reported under one user profile in Webex WFO.

The User Identities page allows administrators to manually assign one or more ACD profiles to a Webex WFO user profile, effectively consolidating their external identities within Webex WFO. Assigning identities to a single user streamlines authentication, makes it easier for agents who work across multiple systems, and improves consistency across reporting, scheduling, and analytics. Linking identities allows users to authenticate with a single set of credentials and ensures consistent reporting across systems.

When you assign external identities under a single user profile, then data and contacts are consolidated under that user profile. The user accounts of the external identities remain active, but moving forward these user profiles will not have new interactions associated with them. A user can have multiple identities from external platforms, but each external identity can be assigned to only one Webex WFO user at a time.

Use the User Identities page to:

View which external identities are linked to a Webex WFO user
Reassign identities to a different user
Resolve duplicate user records created during sync

Only Webex WFO users with at least one linked external identity appear on this page.

EXAMPLE John Smith is a Webex WFO user who signs in with the email john.smith@company.com. John uses two third-party integrated platforms.
John has an ACD ID of 13579 in Cisco Webex Contact Center.
John has a second ACD ID of 24680 in Cisco Webex Calling.
A tenant administrator assigns both the Webex Contact Center and Webex Calling ACD identities to John’s Calabrio ONE user profile using the User Identities page.
When John signs in to Webex WFO, all data sourced from both Webex Contact Center and Webex Calling is consolidated under his single Webex WFO user profile.

Prerequisites

You have scope over all available groups and teams. See "Associated Groups and Teams" in Create and edit users for QM, Analytics, Insights, and Performance Management for more information.
You have the Administer Tenant and Administer Org. Structure permissions. See Manage roles and permissions for QM, Analytics, Insights, and Performance Management for more information.

Page location

Application Management > Global > User Configuration > User Identities

Procedure

Navigate the page

Search – Filter users by first name, last name, email, or Windows login.
Pending changes only – Only display the users that qualify for the matching rule you set in the Resolution Setting dialog.
Resolution Setting - Open the Resolution Settings dialog, where you configure automatic matching rules for identity assignment.
Download results - Download a CSV file of the batch history, including details on the batch ID, start time, end time, status, batch size, failures, and the account that submitted the request.
Reset – Discard all unsaved changes.
Submit – Save all pending changes. Enabled only when changes exist. Review all proposed assignments before submitting to prevent incorrect user associations.
<< First, < Back, Next >, Last >> buttons—Use these pagination buttons, located under the table, to navigate through multiple pages of users.

View a user’s linked identities

Search all external identities associated with a user in the system.

Use the Search field or browse the table to find a user by first name, last name, or email.
Click the Expand (►) icon next to the user’s name.
Review the list of linked identities, including ACD name and ACD ID.

Configure resolution settings

Use the Resolution Setting dialog to define automatic matching rules for assigning new or updated identities. Listed below are the options for matching logic. Choose the logic that best fits the needs of your organization.

Select one of the following options for matching logic.
- Just match full name—Matches identities where the source user’s full name exactly matches an existing Calabrio ONE user’s full name.
  
  Email values are ignored. Two users with the same name are matched, even if their email addresses are different.
- Just match email prefix—Matches identities when the email prefix (the portion before @) matches the identity of the Calabrio ONE user. Email domains are ignored.
- AND - Both must match—Requires both the full name and email prefix to match. This option provides more accurate matching and reduces the risk of incorrect assignments.
  
  This is the most restrictive rule, which may result in fewer matches.
- OR - Either can match—Matches identities when either the full name or email prefix matches. This option is more flexible but may result in additional matches that require your manual review.
  
  An identity may be matched if the full name matches even when the email prefix does not, or vice versa. This option is the most flexible and can result in additional matches.
Click Generate proposed assignments. The dialog box closes, and the matching rule is applied to the identities listed in the table. A notification will briefly appear at top of the page informing you of how many users were matched.
Select the Pending changes only check box to show the matching identities.

Assign identities to users

Locate users using the Search field or by browsing the table.
Locate the identity you want to move and click the expand (>) icon next to the user's name.
In the Target User column, click the Select Target User drop-down list. Then search for and select the desired target user. The target user is the user to whom the identity and system-level information will be reassigned to.

EXAMPLE I select Smith, John (john.smith@company.com) from the Select Target User drop-down list so I can assign his external identity from Cisco Webex Calling to the target user profile.
Click Submit. The Confirm identity resolution dialog opens.
Click Confirm in the Confirm identity resolution dialog to submit the request. The Resolving User Identities dialogue appears.

NOTE You can watch the status of the resolution job. The resolution job will continue to run in the background. Click Close to return to the standard User Identities page.

Field descriptions

Listed below are the user identity table column names and descriptions.

Column Name	Description
Last Name	User’s last name in Calabrio ONE (set at creation and not updated by identities)
First Name	User’s first name in Calabrio ONE
Email	User’s login email address
Created Date	Date the Calabrio ONE user was created
Windows Login	Microsoft Windows login name
Identities	Number of external identities associated with the user

When a user row is expanded, individual identity records associated with the user are expanded. The columns of the expanded identity details table are as follows.

Column	Description
Identity Last Name	Last name from the external system
Identity First Name	First name from the external system
Identity Email	Email from the external system
Created Date	When the identity was loaded into Webex WFO
ACD Name	External system name as defined on the ACD Configuration page
ACD ID	Unique user ID in the external system
Target User	User to whom the identity will be reassigned. Use this drop-down list to reassign the identity to a different Webex WFO user.

About user identities

Identity resolution in Calabrio ONE is based on the relationship between users and identities.

A user is a person in Webex WFO that contains profile and system-level information.
An identity is the user account sourced from an external system such as an ACD. This identity may have an ACD ID (or equivalent value) which is the unique identifier of the user from the external system.

A single Calabrio ONE user can have multiple external identities, but each identity can be assigned to only one Calabrio ONE user at a time.

Detailed below, is the general logic on how matching occurs in Webex WFO.

If exactly one matching user is found for an external identity, the identity is automatically associated with that Calabrio ONE user.
If multiple Webex WFO user matches exist for an external identity, then no automatic target is set.
Webex WFO users with multiple external identities are not automatically matched. When automatic matching is not possible, administrators can manually assign identities using the User Identities page.

Matching behavior

Webex WFO first attempts to link users based on first and last name. If multiple users share the same name (for example, duplicate “Joe Smith” records), additional attributes, such as email address, are used to determine the correct association when consolidating identities.

To reduce duplicate user creation during syncs, administrators should configure global rules on the Setup Matching Rules page and review new identity mappings after external platforms or tenant accounts are added or updated in Webex WFO.

When more than one possible user match exists for an identity, Webex WFO uses the following priority order to determine a target user (the user to whom the identity should be reassigned).

Presence of email—If one user has an email address and the other user does not, then the user with an email address will be the target user. If both users have email addresses the matching logic will go to the next determining factor.
Presence of Windows login—If one user has a Windows login and the other does not, then the one with Windows login will be the target user. If both users have Windows logins the matching logic will go to the next determining factor.
Oldest creation date—The user with the oldest creation date will be the target user.

BEST PRACTICE Use the Set up matching rules for user identities page to reduce duplicate users created during automated syncs.
Use the User Identities page to manually resolve individual cases.
Review identity assignments after connecting a new ACD or tenant.
Consider deactivating old user accounts if they are no longer needed.

Data affected by identity assignment

When an ACD ID is assigned to a Calabrio ONE user, the following data is associated with that user.

NOTE This list is not exhaustive and is provided for illustrative purposes only.

Quality Management—Interactions, evaluations, ACD media import
Analytics—Data for associated contacts
Insights—Data for associated contacts
Performance Management—Data for associated contacts
Other—Reporting