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• 5.2

Audience

The Bright Pattern Agent Guide is intended for

• contact center agents who will use the Agent Desktop application to provide customer service over the phone and other supported media channels
• back office employees who will use the Agent Desktop application for their business communications

Note that the Agent Desktop application also provides a set of functions for contact center supervisors and campaign operators. These functions are discussed in the Bright Pattern Supervisor Guide.

Readers of this guide are expected to be familiar with basic operations with Windows or Mac OS operating systems and Internet applications.

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