How do we keep from having the agent's name from being displayed to the customer when responding to an incident or chat session?
Staff Account Display Name, Incident Thread Entries
To prevent the staff member's name from displaying to the end-user, edit their staff account and modify the Display Name field to be something more generic, such as "Support Agent" or simply the staff member's first name.
The content of the Display Name field is used in the email response for an incident and in the chat thread viewed by the end-user. This allows you to configure a more generic name or title to be used when corresponding with your end-users.
From the administration console, the first and last name fields configured in the staff account display in the incident thread and chat window. This allows you to easily determine which staff member acted on an incident or chat. That way, if you set the Display Name to be identical for several staff members, you can still distinguish which staff member sent a response when viewing the incident from the administration pages.
For more information on the fields used when configuring a staff account, refer to Answer ID 538: Configuring Staff Accounts.
See also, the 'Add or Edit a Staff Account' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.