Visitor Information window

The Visitor Information window displays the customer information and solution.

It includes the following details:

Setting Description
Cust. Name Displays the customer name being used in the agent and customer interface.
Cust. Nickname When configured, allows agents to enter a nickname for the customer.
Chat ID System assigned engagement identifier. Allows for simplified transcript search.
Business Rule Condition that triggered the engagement.
Page Marker

The name of the web page the customer is currently on or has visited. This view can have a collapsible menu, since it can house multiple page markers.

The active page that the customer is on will always display at the top and will be in focus when the menu is collapsed. The oldest page marker will be located at the bottom of the expanded list.

Locale Language setting.
Device Type Type of device the customer is using: desktop/laptop, tablet or smartphone.
Browser Type The customer's browser.
Chat Type C2C (click to chat) or Proactive
Cust ID System assigned customer ID (one ID per customer). Used to store historical transcripts.

Note: If the agent enables Hide Details in the Active Engagement window, the Visitor Information window will continue to display the information.

When you enable the Customer Nickname functionality, an input field is displayed in the Visitor Information window under the Cust. Name. This field enables agents to enter a nickname for the customer.

Once you save the value, it replaces all instances of You in the Active Engagement Window, transcript, and Engagement tab (must be enabled separately).

The nickname value is not displayed in the Reporting Transcript.

Note: Please contact your Nuance representative for more information on enabling this feature.