March 23-24, 2022 - CC Webchat (New Version): Use Agent Nickname instead of User First/Last Name in Chat

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.
    
    

    Open

    

    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.
    
    

    Open

    

     

• 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.