When adding users in the Admin Console and giving each User a Screen User name, it happens that in the Advisor Desktop we can not see that screen name, just the one the name and last name it is link to the SSO. Does eGain have a feature to change that?
Hi Vicky. Where, exactly, are you hoping to see the Screen Name?
Just as an explanation, that Screen Name is typically used in Chat, where it shows the Agent Name in the chat. As far as I know, that’s the only place it is used OOTB.
If you want to use it in Email Replies (as your title suggests), you can set up a Macro for the Screen Name, and then use that Macro in your email signature. Here is a screenshot of setting up the Macro in the Administration Console:
