- The name in transcripts doesn’t match the agent’s actual name
- Multiple spellings should be consolidated to one agent
- You want to standarize name spellings
Agent Name Mappings
Adding a Mapping
- Click Add Mapping
- Enter the Source Name - the name as it appears in transcripts
- Enter the Target Name - the correct/standardized name
- Click Save
Example Use Cases
| Source Name | Target Name | Why |
|---|---|---|
| ”John D" | "John Doe” | Standardize abbreviated names |
| ”JDoe" | "John Doe” | Merge system IDs with real names |
| ”Jon Doe" | "John Doe” | Standardize name spellings |
Teams
Tea let you group agents into teams for filtering and reporting.Creating a Team
- Click Add Team
- Enter a team name (e.g., “Sales Team”, “Support”)
- Assign agents to the team
Using Teams
Once configured, teams appear as filters in:- Dashboard
- Analytics
- Coaching Opportunities