The following is what happens during a chat session between a Customer and an Agent:
For CCA version 11.3.3 and later:
...
The Customer’s First Name appears beside the customer’s Customer’s chat bubble in the Agent’s CCA Chat window (see screenshot below, left). Likewise, the Agent’s Nickname appears beside the Agent’s chat bubble in the Customer’s CCA Chat window (see screenshot below, right).
...
- A slight delay occurs in the typing in progress notice in both the Agent’s CCA Chat Window and the customer’s Customer’s chat window.
- The customer user name for the typing in progress alert, located at the bottom of the Agent’s CCA Chat Window reads “USR### is typing”.
- The Customer’s first name appears beside the Customer’s Chat Bubble in the Agent’s CCA Chat Window. Likewise, the Agent’s Nickname appears beside the Agent’s Chat Bubble in the Customer’s Chat Window.
Typing in Progress and Joining an Active Chat Session
When joining an active chat or when you are added to an active chat, you are, by default, in Whisper Chat Mode and your typing alerts are turned Off. This means when you begin typing your message, the typing in progress alert does not appear in either the Customer chat window or Agent chat window.
...
When the Customer begins to compose a message, the agent who joined or was added to the chat does not see the customer’s fist name, rather the nickname “USER###USR###” appears beside the Customer Chat Bubble and is also displayed in the Typing in Progress Alert at the bottom of the Agent’s Chat window.