By default, the system will start with the Name Matching feature and will look at the transcript to see if the name the agent announced matches the first name of a user assigned to the call's location.
For example, if a call comes into Location A and an agent answers by saying, "Hello, thank you for calling our office; my name is Jane; how can I help you?" our system will look to see if a user with the name "Jane" exists under Location A.
The system looks at the user's name before a "Space" in their name.
For example, looking at the users below, "Example User" will look for "Example," and Donald G will look for "Donald."
There is a user named "Nicholas M.," but if that user answers the phone using the name "Nick," this will not be matched because these are different names.
In this situation, the alias of "Nick" will have to be added under this "Nicholas M" user account:
You'll also want to use the Alias feature if a user's name in the system is not the most common way to spell that name.
A user named "Michele" is part of our example location, but when they announce their name, the transcript will most likely show as "Michelle." Michelle should be added as an alias for this user to ensure the system can recognize the name they announce.