You can anonymize agent names on the Care Console to help ensure the confidentiality of agent identities across different teams. This feature ensures that agents' names are not visible to other users, though agents can still view the activities performed by other agents.

Anonymization is controlled through the Interaction Visibility field on the Users (Settings) screen. With this field, you can specify which users or user groups the agent is allowed to view. Once the field is configured, the agent will only see the names of users specified in the Interaction Visibility field on the Care Console. For users not listed, the agent will see anonymized names and the activities performed by those users.

Screens Where Agent Names are Anonymized

The agent names are anonymized on the following screens:

• Conversation widget (outbound message footer)

• Activity widget

• Case assign/unassign actions

• Conversation thread (third pane)

• Profile (third pane)

• Historical cases

Set Interaction Visibility

To specify the users or user groups an agent is allowed to view, follow these steps:

1. Click the New Page (+) icon to open Launchpad.

2. Search for All Settings.

3. In Manage Workspace, click Users.

4. In the Users screen, search for the user you want to configure interaction visibility for.

5. Click the three-dot icon next to the user’s name and select Edit.

6. On the user details page, set the Interaction Visibility field. Choose the Users or User Groups the agent is allowed to view, then click Save.

Once you’ve set the interaction visibility, the agent will only be able to see the names of the specified users. The names of other agents will be anonymized and displayed as Sprinklrsystem on the screens listed in the Screens Where Agent Names are Anonymized section.