Setting a display name for an inbound interaction

By default, when an interaction is routed to an agent, the contact's phone number appears in the agent's ContactPad and 'Unknown contact' appears in Interaction History in Agent Workspace. If you want to override this — show the contact's name, account, or renewal date, for example — you can set a display name for the interaction. The display name appears in the following places when the relevant feature is enabled for your account:

In the information panel of ContactPad during an inbound interaction if your account is enabled to display multiple interactions in ContactPad.
In the priority calls list in ContactPad if the priority call handling feature is enabled for your account. For information about priority call handling, see Priority call handling in ContactPad.
In a priority call notification if personal queues or priority call handling are enabled for your account. For information about priority call notifications, see Call notifications in ContactPad.
In Interaction history in Agent Workspace. For information about Interaction history in Agent Workspace, see Interaction history and voicemail in Agent Workspace.

In the following example, display names for the inbound interactions appear in the information panel of ContactPad instead of the respective contacts' phone numbers. The same information appears in priority call notifications, in a priority call list, or in Interaction history in Agent Workspace if those features are enabled for your account.

Inbound call display name

How do I set a display name for an inbound interaction?

To set a display name for an inbound interaction, you must configure a Set Data Source applet that creates a data source called DisplayName. Perform the following tasks:

In the relevant interaction plan, create a Set Data Source applet.
In Data Source, type 'DisplayName'. In Value, specify the value you want to appear in ContactPad or Agent Workspace. You can use a combination of text and data sources to define the display name. For information about the Set Data Source applet, see Set Data Source applet.

When an interaction is routed through the Set Data Source applet, the applet sets DisplayName the value you specify. The value appears in ContactPad or Agent Workspace if the relevant features are enabled for your account.

Maximum length of display name in ContactPad

ContactPad might not display all the characters of a display name due to the limited space available. The number of characters that ContactPad can display depends on which characters the display name contains—'M' and 'W' use more space than 'i' or 'l'—and which tab the display name is on. If your display name exceeds the maximum length, ContactPad displays an ellipsis ('...') at the end of the display name.