ISSUE DEFINITION

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Despite configuring the display name of the agent to show their nickname in the options, the transcript still displays their full name (see screenshots). We would like the nickname to appear instead.

REPRO STEPS

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Go to dynamics and Open Customer service workspace

Initiate the chat after following below steps.

1. Open the Agent Configuration Settings:

• Navigate to the settings where you can configure the display name of the agent.

2. Set the Display Name to Nickname:

• In the options, set the display name of the agent to show their nickname.

3. Save the Configuration:

• Save the changes made to the display name settings.

4. Initiate a Conversation:

• Start a conversation with the agent to generate a transcript.

5. Review the Transcript:

• Check the transcript of the conversation.

6. Observe the Display Name:

• Notice that the transcript displays the agent's full name instead of the nickname.

Ask:

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Expecting the transcript should display the agent's nickname as configured in the display name settings.