We have social miner 10.6.1 with UCCX 10.6.1 and would like to know how to group the predefined responses? It seems it doesn't matter on what order I place them, in the chat window they are place in random order.
Also, by default in the customer chat window they will see the agent alias followed by customer rep, is there anyway to remove "Customer Rep"
For example, Rafael_Ochoa (Customer Rep)
The random order is a problem which has been fixed in 11.0. There is no grouping mechanism that is available.
If you are seeing “(Customer Rep)” beside the agent name (not alias), then you are using 10.5 or older release. IN 10.6 we added the mechanism to show agent alias and the (Customer Rep) is also not there. Agent alias helps hide the real name of the agent.