Genesys Cloud - Main

Hi All,
   Does anyone know if/how to change the Substitutions so that only the first name for the agent is displayed if I use the [[Agent Name]] Option?

It seems like the Agent Name or Official Name on the Users Personal Details Section should overwrite whats coming from our Active Directory but I'm not actually seeing that work.

Any good thoughts on how to accomplish this with out setting participant data in the flow?

#ArchitectureandDesign
#DigitalChannels

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Chris Martin
CCS Medical
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Hi Chris,

I finally know an answer to to a question! I was able to do this for our call center employees using the [[Agent_Alias]] option. The "Alias" is a section you can add to the personal details section. We were using it to surface preferred names in searches (like Robert vs Bob), but we used it for email signatures as well. I'm not sure if you can add that field to a bulk user import, but it would nice if you could. Here's the basic canned response:

{{AGENT_ALIAS}} 

Customer Service Agent

AAA Washington |  Corporate Office

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Naila Mendenhall
AAA Washington
Program Manager- Genesys Cloud
nailamendenhall@aaawa.com
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