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Use Agent Aliases to standardize name variations so reporting stays accurate. This is helpful when transcripts contain abbreviations, misspellings, or alternate spellings for the same person.

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Find the Person to Fix

Open Account Settings > Agent Aliases and search for the user whose transcript names need cleanup. Users are grouped by login-access users, agent-only users, and inferred or unassigned names. Start with inferred or unassigned names when reporting shows activity for someone who has not been fully configured yet.

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Configure Aliases for a User

  1. Search for the user
  2. Click Configure
  3. Review Current Aliases
  4. In Add Alias, enter an alternate name that appears in transcripts
  5. Save to add the alias

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Remove an Alias

  1. Open Configure for the user
  2. In Current Aliases, remove the alias you no longer want
  3. Confirm removal

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Example Alias Patterns

Common aliases include abbreviated names, system IDs, misspellings, or alternate spellings. For example, John D, JDoe, and Jon Doe might all map to John Doe.

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When to Use This vs User Management

  • Use User Management to create users, control login access, and assign teams
  • Use Agent Aliases to normalize alternate names for scoring and analytics