The Agent ID is displayed in the chat room rather than the agent alias

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Problem Summary The Agent ID is displayed in the chat room rather than the agent alias.
Error Message
NA.
Possible Cause
  • Finesse is not activated in Unified CCX and Unified CCX is in CAD mode.
  • The agent alias in not set for the agent.
Recommended Action
  1. Log in to Unified CCX Administration and navigate to Subsystem > RmCm > Resource.
  2. Click the agent and set Agent Alias for this agent and save the configuration.
    The agent alias is shown in the chat room only when Unified CCX is in Finesse mode.
Release Release 10.5(1)
Associated CDETS # N/A

Rating: 0.0/5 (0 votes cast)

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