Agent display names can be changed to reflect any aliases your agents are using for convenience.
Steps to change agent name:
- Navigate to the “Access Controls” dashboard
- Click the “Users” tab at the top of the dashboard.
- Select any agent to expand the row and edit the Name field.
- Departments can also be added to each agent here, which can be useful if there is a need to escalate the chat later.
For full details on how to escalate a chat, refer to the Queued Chats section,
Follow the screenshot instructions in the Access Controls section.