Configuring the Agent Name for Chat Sessions

Starting with version 8.0.200.09, the Adapter provides the ability to change how the agent name appears to a customer during a chat session. The nickname configuration option enables this functionality.

nickname

Setting: [GPMC_Chat] section
Default Value: [username]
Valid Values: Any string with predefined patterns
Changes Take Effect: After restart

Values can contain static text along with one or more defined patterns.

Pattern	Value	Example
[username]	User Name property of agent object	jdoe
[last]	Last Name property of agent object	Doe
[first]	First Name property of agent object	John
[empid]	Employee ID property of agent object	123456

Important

"[" and "]" characters cannot be used as the part of static content. The Adapter removes them as invalid patterns.

Here are more examples of the option value:

Option Value	Name Displayed in Chat
Agent [first]	Agent Joe
[first] [last] ([username])	John Doe (jdoe)
[first] ([empid])	John (123456)
Agent [unknown_pattern]	Agent