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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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Agent Aliases Overview

The page shows all users and includes:
  • Type (Login Access or Agent Only)
  • Login email (if available)
  • Teams
  • Aliases count
  • Configure action
Users are grouped into:
  • Managed: Login Access
  • Managed: Agent Only
  • Inferred / Unassigned

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Configure Aliases for a User

  1. Open Account Settings and select the Agent Aliases tab
  2. Search for the user
  3. Click Configure
  4. In the dialog, review Current Aliases
  5. In Add Alias, enter an alternate name that appears in transcripts
  6. 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

Transcript NameStandard User NameWhy
John DJohn DoeAbbreviation normalization
JDoeJohn DoeSystem ID to display name mapping
Jon DoeJohn DoeSpelling normalization

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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