Display Name

Display name is the identifier for the local user (agent) or workgroup that is visible to a website visitor (customer) in an ACD-routed web chat.

Interactions routed directly to a CIC user use the user's Privacy Name for external interactions and the user's Display Name for internal interactions (intercom chats).

Customer Interaction Center uses the following criteria to determine which display name to use:

• If an agent is available and the chat request is routed to their queue, the agent's IC Privacy Name is used.

  IC Privacy Name is defined in the IA User Configuration dialog box on the Configuration tab.

• If an agent is available and the chat request is routed to their queue, but the agent does not have an IC Privacy Name, the agent's Display Name is used.

  Display Name is defined in the IA User Configuration dialog box on the General tab of the Personal Info tab.

• If no agents are available to accept the chat request when it is routed to a workgroup queue, the workgroup's name in the CHAT TEXT:Display Name custom attribute is used.

  This custom attribute is defined on the Custom Attributes tab of the IA Workgroup Configuration dialog box.

• If no agents are available to accept the chat request when it is routed to a workgroup queue, and the workgroup does not have a CHAT TEXT:Display Name attribute, the global display name, CUSTOM::TEXT:Display Name, is used.

  This global display name is defined in the Web Services Parameter dialog box.

• If none of the above conditions apply, CIC appears as the display name.