Hiding Agents last Name on Virtual Agent

[Teresa10]

When the end user is connected with a live agent, it displays both first and last name.  We would like it to only display the live agents first name. 

I have found the option where to show the agents name under Chat Setup, however it does not have the option to display only the first name.

[Mark Roethof · Accepted solution]

Hi there,

Only showing the first name is unfortunately not a configurable option.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Muralidharan BS]

Hi Teresa,

Just a suggestion, 

As Mark said there is no explicit option to do that.

But the Agent names are populated from "live_profile" table, the name in the profile table is replicated from name field in sys_user which will has both first and last name in one field. 

So if the list of Agents are handful, you can navigate to live_profile.list and update the name field with only first name. 

Alternatively, you can create a Business rule or Flow to update the Agents name based on group or dept etc. with only their first name. 

Note: Live profiles are used in vtb, feeds etc. so in couple of places they will see their first name only. 

[Mark Roethof]

Did thought of such, though always be carefull or just don't because it does not only affect the Live Agent. It will effect everywhere the live_profile is used in the instance, and that's not just only the Live Agent.

Kind regards,
Mark

[Muralidharan BS]

Yes agreed!