Am facing a strange issue that, if a customer and the agent (Support engineer) has the same name, the agents name gets changed. For example, if the customer name and the agent name is Tom and if the chat conversation starts, the agents name gets changed to Tom2. Right now, am saving the agents name in my local database for some internal operations. Please suggest me how can I overcome this problem? If I get the real name of the agent during the initialization of chat, I will be in safer side. I have attached the screen shot of the spark window for your reference. Please advice me.
Thanks and Regards,