Introducing, Currently, the Contact Center system displays an Agent’s First Name and Last Name to a Webchat client user instead of the Agent’s Nickname. The planned change will show the Agent’s nickname instead.
When
March 23: USA West, Canada
March 24: USA East, Rogers
Highlights
The System will display Agent-level Nickname in the Webchat application.
Administrators can find the setting in the Contact Center Admin Portal by navigating to Configure > General > Agents, and scrolling to the Chatting area.
By default, the Nickname box is empty. Only the Agent themselves or the Contact Center Administrator (with sufficient permissions) can modify this setting.
If the Nickname box is empty, the System will display the nickname configured at the account level.
Administrators can find the account level setting in the Contact Center Admin Portal by navigating to Configure > General > Global Settings.
If any of the settings above are empty, the System will use the default nickname Agent, which will be translated into other languages.
The System will decide which culture to use for the default chat nickname based on the chat queue culture.
The Customer will not be able to change the default nicknames for any of the languages.
The default nickname for English and other languages will be listed in a KB article that will be available for Customer information only. The link to the KB article will be added to the Contact Center Admin Portal General Settings page.
How do I get this feature?
The new feature will be automatically available for use.
No intervention is required from a Service Provider.