Insights and Chats - How do I see how many chats an agent took?



  • Jeff Von Hendy
    Comment actions Permalink

    You may have already figured this out -- but it's "Engagment Agent" in Insights.


    Has anyone figured out how to display this as the chat agents display name rather than the unique ID associated with the user?

  • Brett - Community Manager
    Comment actions Permalink

    Hi Jeff,

    When creating your report in Insights and selecting Engagement Agent you should see an option to alter the Display Label. Screenshot below: 

    That should display the agents name instead of ID as you mentioned.

    Hope this helps!


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