When you are adding or configuring Agents in Configuration --> Agents , you might have noticed the Alias box
What does it stand for?
Well, sometimes some Agents or a company don´t want to show Agent´s names while they are chatting with customers or answering public forums in your knowledge-base. Now they have a possibility to use Aliases, what is a kind of Agent´s display name which is visible for their customers.
Chat widget
Forum form
If you want to use agent alias instead of agent real name in your emails as well you will need to edit your email templates. By default all templates are using {$agentName} variable which represents Agent´s name. You will need to replace this variable with {$agentAlias}