Is there a way to, on the location record screen, where it lists "Calls" the calls could be assigned to the agent's actual name instead of their user name? When agents use the ServiceTitan generated username, it is not specific at all to who the agent was. Case in point, we have an agent that defaulted to the ST generated username for their account, User_5h74 as an example, but looking at the record there is no way of knowing who that agent is without listening to the call. Any chance their first name/last name combo from their ST profile be used instead?
You can always go in and change the user name to your preference, as I don't believe there is a way to make the change you want.