Hi,

Currently inside Genesys, for external contacts that has an account with HelloFresh, they will have a link that connects to our data warehouse under 'Exertnal System' (see screenshot), the last bit of the URL is the customer ID unique to HelloFresh. Is that information extractable via API so we can have it available in eMite?

Regards,
Ben

For additional information, please see below.

• What is the use case for External Contacts ?
"External Contacts" basically are the people who has ever contacted HelloFresh in Genesys, and for those who has an account in HelloFresh's database will have a link as shown in the screenshot (this is done by an integration between our system and Genesys). Therefore agents can simply click on "View Contact in External System" and will be redirected to that customer's account in HelloFresh's system.
The most important information in this URL link is the last bit, which is the customer ID (in the screenshot example will be 7221087), therefore if this information can be extracted, this can provide us a unique identifier to accurately identify which customer contacted us in Genesys, and thus open up various analysis opportunities, e.g. First Contact Resolution, Cancellation Rate, Customer Life Time Value etc.
• How would you define External Contact ? Are these Hello Fresh employees or vendors or short term contractors etc?
See my first reply.
• In this screen shot you have set yourself as External Contact?
Since I have a customer account with HelloFresh, as part of the integration between the HelloFresh database and Genesys, my customer profile shows up in the External Contact (as shown in the screenshot).
• What type of reporting you would expect if this id is extracted ? Under which index you would expect it?
See my first reply. In addition, I would expect this information being presented as a Dimension in eMite.