Configuring User Names Displayed
This document describes the way of displaying user names as of unblu release 3.2.6. User names in this context are the names displayed for authenticated users.
Display names here can be:
- The name displayed for a mouse cursor in a running co-browsing session
- The name displayed in the chat
- The name displayed in agent workspace
2. User display names as of unblu version 3.2.6
For unblu version 3.2.6 and newer, the way user names are displayed and how the correct name to display is selected has changed slightly. It is mainly simplified in the code and receives a better separation of concerns.
The improved solution is oriented at the MVC (model view controller) pattern and separates:
- the user model (the data representing a user)
- the evaluation of the display name depending on the purpose (controller providing the view)
- the localization of the display name (if a configured name should be taken, e.g. "agent" for a support agent in english or "Berater" in german)
2.1.1. The user model
The user model is created by a number of different product parts:
- In the cloud, user informations include username, firstname, lastname and roles.
- In on premise setups with unblu single sign on (SSO) distribution, these sources are currently supported:
- trusted headers: HTTP request headers received with each request (provided e.g. by a proxy in front of the unblu server) are taken as authentication information (username, displayname, roles can be provided)
- JEE: The servlet container running unblu inside can provide Authentication information to unblu per request (provides username). Additional informations can be provided again using HTTP request headers (displayname)
- edbs (finnova interface): proprietary interface essentially providing similar informations as the cloud version
2.1.2. Display name evaluation
Since not all sources can provide the same model informations, it is important to define a consistent way of selecting model parts for the display name - depending on the display name purpose.
- The cloud can provide first and last name. Co-browsing users should be displayed with the last name of the agent as mouse cursor label.
- The mouse cursor label should always be displaying a localized text "Agent" (en), "Berater" (de) etc. but the name displayed in the agent workspace should be the real name of the authenticated support agent.
- The mouse label of the co-browsing visitor should be the technical id submitted to the unblu server, but the agent mouse label should represent the real name of the support agent.
22.214.171.124. Display name usages
Display names are used for these purposes:
- As a mouse label of a co-browsing visitor or co-visitor / agent
- As a chat label of a co-browsing visitor or co-visitor / agent
- As real name of an authenticated user (e.g. on top of agent workspace)
126.96.36.199. Evaluation order configuration
The following configuration settings exist (as of unblu version 3.2.6). They specify the selection order of data to use for particular purposes. Evaluation is done in such a way, that if data is available for a key listed further in front, it overrides data available further back in the configuration.
The first configuration example is configuring, how personal or
privatename display should happen. That's the case, where the user wants to see his own name as a confirmation he's logged in correctly.
This configuration would take a
displayname if available (only available with unblu SSO when using JEE and trusted header sources and not always provided), as fallback it would use
lastname if available, then the
username and last the
The order of evaluation can be changed by changing the order of the keys in the configuration list. Also, it is possible to only provide a subset:
Note, that certain configurations are useless and misleading:
Also note, that providing an empty display name evaluation order is an error:
Display name evaluation exists for
privatename as well as
participantname usage. The latter has two flavors: visitor (old name
recorder) as well as co-visitor (old name
2.1.3. List of display name configuration properties
The following list represents all configuration options available regarding display name evaluation as of unblu version 3.2.6. The list always shows the default configuration for each property and as a comment in the back the list of available options
lastnameis available but excluded with
showXXnameEnabled=false, it will be ignored in the evaluation order and the next evaluation order element is used
2.1.4. List of display name localized text properties
The following list represents the localized text properties typically taken into account, if
staticname has been chosen in the evaluation order (only available for
participantname) or no option was left, but a participant name has to be evaluated (final fallback).
3.1.1. In a cloud setup
Co-browsing users must see the last name of the agent as mouse cursor label.
3.1.2. In an on premise setup using JEE
The mouse cursor label must always be displaying a localized text "Agent" (en), "Berater" (de) etc. but the name displayed in the agent workspace must be the real name of the authenticated support agent (falling back to the user id if no real name should be available for some reason).
3.1.3. In an on premise setup using Trusted Headers
The mouse label of the co-browsing visitor to be the technical id submitted to the unblu server in the
REMOTE-USER HTTP header (falling back to a static default configuration, in case the id is missing).