Live Help Chat: Token name, not Agent's Name, appearing in typing message (Doc ID 1959759.1)

Last updated on JANUARY 12, 2015

Applies to:

Oracle Live Help On Demand - Version N/A to N/A [Release ATG v1]
Information in this document applies to any platform.

Symptoms

On : N/A version, Chat Infrastructure

ACTUAL BEHAVIOR
---------------
When initiating a chat with our agents, the message that comes up isn't showing the agent's name

EXPECTED BEHAVIOR
-----------------------
Agent's name should show

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Launch chat
2. Wait for agent to join chat
3. Observe the alias token displayed instead of the agent's name

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, customers see a generic token instead of the agent's name, degrading customer experience.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms