Bright Pattern Contact Center version 5.2.5 is a minor release comprising several feature enhancements and various bug fixes.
The following features are new for Bright Pattern Contact Center version 5.2.5.
Contact Search for Partial Email Addresses
Release 5.2.5 expands search filter functionality for the My Cases section in Agent Desktop. You may search for any part of an email address by using the email: filter, followed by the desired part of the email address. For example, a search of “email:ma” could return results such as “email@example.com,” “firstname.lastname@example.org,” and so forth. Additionally, including the “@” symbol in a search is another way to find email addresses.
For more information, see the Agent Guide, section How to Search Email Cases.
Added Surveys Table Metric
The metric global_interaction_id has been added to the surveys table in the historical database; this metric is the Global Interaction Identifier and makes it easier to correlate surveys records with call detail records and create custom reports.
For more information see the Reporting Database Specification, section surveys.
The following defects have been fixed in this version of Bright Pattern Contact Center. If you need to speak to Bright Pattern Support about any of these fixes, please use the provided reference numbers.
|Reference||Fixed in Version 5.2.5|
|15411||False alert about aggregation not being finished when running Agent Performance report|
|15425||Email draft button is missing if a case is created after call termination|
|15463||Voice recordings do not aggregate if the agent is in an ACW state and the next aggregation interval begins|
Upgrade without downtime is supported from versions 5.2.4 only. To ensure uninterrupted operations during the upgrade, follow the upgrade procedure described in the Bright Pattern Contact Center Deployment Guide, section Upgrades
Historical database schema did change between versions 5.2.4 and 5.2.5. Running dbUpdateReporting script is necessary. The only changed table is surveys.
Configuration database schemas have changed in release 5.2.5. Please be sure to perform a test run of the upgrade using the most recent backups of the database before upgrading your production environment. For detailed instructions, see section Performing Database Test Runs of the Bright Pattern Contact Center Deployment Guide.
Direct (one-step offline) upgrades are supported from versions 5.0.0 and any subsequent officially released product versions. For upgrades from versions 3.x please contact Customer Support.
If you are upgrading from any version prior to version 5.2.4 be sure to read the What’s New documents and Release Notes for all versions that will have been skipped, as they may contain other important instructions and considerations.