How can we set Agent Name in Fetch All Conversation Summary Report
Hi Team , There is a OOTB Report czFetchAllConversationsTimelineEvents which depicts all the different events happened when Chat with Agent Action is performed , such as whether the chat was accepted by Agent , Resolved by Agent etc. This report includes a column called czCSRIdentified which stores the ID of the Agent. However there is no option through which we can set the Agent Name of the same. Is there any way through which we can achieve this behavior.
Regards, Yogesh.
Accepted Solution
Updated: 22 May 2024 4:12 EDT
Tranzact
PE
@yogeshS66 Hi, if the requirement concerns the report definition providing the agent's name, I believe you can save the report in your application and then add a join with the class Data-Admin-Operator-ID on the Data Access tab. Specify the relationship as .czCSRIdentified being equal to OP.pyUserIdentifier, and then use OP.pyUserName in your report.