Consistent Agent Identification Across Historical and New Livechat Reporting
Expected Outcome / Requested Evolution
Provide a solution enabling reliable agent matching across historical and new reporting data, for example by:
exposing a stable and unique agent identifier shared across legacy exports and the new reporting module, or
providing a mapping table between historical agent IDs and the new identifiers (UID / UUID), or
exposing an additional field in the new reporting that allows reconstruction of this mapping.
Business Impact
Without this evolution:
agent-level historical analyses are incomplete or inaccurate,
trend analysis before vs. after the reporting migration is not reliable,
manual reconciliation work is required, with a high risk of errors.
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Henry
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