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  • 1.  Using Agent Name for Chat Alias

    Posted 02-25-2025 16:19
    No replies, thread closed.

    Our chat agents need to only display their first name when chatting with a customer, and some want to use an alias.  I found in the help documentation how to add an Agent Name on your profile for use with digital channels and had our agents test this approach.  The Agen Name defined works as intended when the agent joins and leaves the chat, however during the ongoing middle of the conversation their entire full name from their profile is displayed rather than the alias.  Any thoughts about why or what I'm missing?


    #DigitalChannels

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    David Felton
    Sr Manager of Operations
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  • 2.  RE: Using Agent Name for Chat Alias

    Posted 02-26-2025 03:18
    No replies, thread closed.

    Hi David,

    Thank you for reaching out and raising this topic.

    Can I ask where are you experiencing this behavior with the names? On the agent desktop or on the end user's side?

    Thank you,
    Máté



    ------------------------------
    Máté Földi
    Genesys PM
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  • 3.  RE: Using Agent Name for Chat Alias
    Best Answer

    Posted 02-26-2025 10:11
    Edited by Jason Kleitz 06-04-2025 14:44
    No replies, thread closed.

    Hi Mate,

     

    It turns out this isn't really an issue for us with the way we process chats.  To the agent it appears their name is attached to each reply, but after speaking with our developer on our chat side we are not actually passing their name each time to the customer.  We only show the Agent Name (alias) when they join or leave the chat session.

     

    David Felton | Senior Operations Manager, Call Center




    Original Message


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