Customer names on chat transripts
When reviewing a chat transcript within ACE, it doesn't display the customer's name as it just says "Customer" for each entry of their dialog. Since the customer is prompted to enter their name on the chat screen, it would be nice if that information populated on the transcript. I would use that information to verify if the agent is retrieving the correct information for the correct customer and if they correctly used the customer's name during the chat.
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Andy
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