Hi everyone,
I’m using the “List historical agent performance dataset data“ for creating a custom report with Zoom Contact Center but, when I look at the user_id from the response body, they are all different from the IDs retrieved using the “List user’s profiles“ endpoint, and I need the ids to link each log with the user’s email. Could someone help me with this?
Hi @JorgeTandS ,
Within both return objects, are you finding any matches between “display_name” with “list user profiles” and “user_name” with “List historical agent performance dataset data“? Could you also share screenshots of the mismatched returns, please?
I am not the original poster, but I am encountering the same problem. As an example, the agent performance historical data set returns this information for an engagement, note the user id is EpZMA5fzSe69IwzoDWYB4w:
{
“engagement_id”: “0yPwtOblS9yIcuOgQLEjCg”,
“start_time”: “2026-02-17T19:09:58Z”,
“end_time”: “2026-02-17T19:24:15Z”,
“direction”: “inbound”,
“user_id”: “EpZMA5fzSe69IwzoDWYB4w”,
“user_name”: “Maria Talimodao”,
“channel”: “messaging”,
“channel_source”: “web_chat”,
“queue_id”: “JTK9nm4TTd2NWn2_lZcUGg”,
“queue_name”: “QB Direct - Chat”,
“team_id”: “”,
“team_name”: “”,
“handled_count”: 1,
However, that is not the user’s id. Their id in the contact center user profile is sAWgek1UQAemmHsW_WURqg
{
“user_id”: “sAWgek1UQAemmHsW_WURqg”,
“role_id”: “SQKdWBNcSkSx3h-DFxup7A”,
“role_name”: “[Redacted]”,
“display_name”: “Maria Talimodao”,
“user_email”: “mtalimodao@[redacted]”,
“client_integration”: “Salesforce”,
“client_integration_name”: “Salesforce Production”,
“status_id”: “2”,
“status_name”: “Not Ready”,
“sub_status_id”: “21”,
“sub_status_name”: “Meal”,
“country_iso_code”: “US”,
“channel_settings”: {
“multi_channel_engagements”: {
“enable”: true,
“max_agent_load”: 0,
“email_max_agent_load”: 0
},
“concurrent_message_capacity”: 2,
“concurrent_email_capacity”: 1,
“concurrent_work_item_capacity”: 4
},
“user_access”: “active”,
“region_id”: “HfQcqle_SUex4I75PSrTTQ”,
“region_name”: “Main Region”,
“package_name”: “elite”,
“emergency_calling”: false
}
There is no other user by this name, it is definitely the same person, and it is like this for all users.
We can match on UserName/DisplayName, but names are not unique. You can have two users with the same display name, so we really need to be able to match agent performance data to the user by the unique user id.
I am also not the original poster, but our customer is experiencing the same issue. I created a support ticket regarding this problem; however, it was closed immediately without any resolution, as it was determined that no error could be identified.
But we are still facing the issue, so I am hoping someone can provide a concrete solution.
The user_id values are not consistent across all API reporting datasets for the same users. Specifically:
The user_id for the Zoom user, Contact Center user, and the user referenced in the legacy Reports are identical.
However, the user_id used in the CX Analytics reports is completely different.
This inconsistency is causing issues when retrieving CX Analytics data, as the identifiers cannot be reliably matched across datasets.
Additionally, there is no available reference table or mapping endpoint that can be used to correlate the different user_id values.
Is there anyone who has a solution for this?