Version 5.2.8
Bright Pattern Contact Center version 5.2.8 is a minor release comprising several feature enhancements and various bug fixes.
Features
The following features are new for Bright Pattern Contact Center version 5.2.8.
Disposition Variable in Workflows
Starting from this release, the $(disposition) variable is added to the Workflow application. This variable allows you to take actions within a workflow based on your call center’s configured dispositions. For example, you can create conditions in the If block that allow you to send different emails to customers based on what disposition their interaction received (i.e., send one follow-up email if the disposition is "Product sold" and a different follow-up email if the disposition is "Service provided").
For more information, see the Workflow Builder Reference Guide, section Variables.
New Advanced Configuration Option for Tenants
Version 5.2.8 introduces the advanced configuration option for tenants disableWebSocket. This option allows service providers to disable a tenant’s WebSocket protocol for diagnostic purposes, which might be necessary if the tenant’s firewall does not pass WebSocket connections.
For more information, see the Advanced Configuration Options Specification, section Tenant.
Dialable Metric for Wallboard
The Dialable metric is now available in the Wallboard application; it may be displayed in the Single Statistic widget and Service Grid widget. This metric provides the number of records within this campaign that can be dialed at this moment.
For more information, see the Wallboard Builder Reference Guide.
Recording Retrieval API Method Extensions
The Get File and Get Metadata API methods now allow you to download recording files in the original stored format (GSM) without converting them to PCM format, as well as get audio recording metadata.
To use the API methods, you need to have the “Allow recording export API access” privilege.
User Management API Extensions
The User Management API now includes two new methods for automatically exporting detailed information: Export User Phone Numbers and Export Access Numbers.
Export User Phone Numbers returns users' phone extension, login ID, first name, last name, whether voicemail is activated, and whether a voicemail greeting is present.
Export Access Numbers returns access number data, including the number, media type, extension, name of the scenario used, and display name.
For more information, see the User Management API Specification, section Export User Phone Numbers and section Export Access Numbers.
Web Screen Pop Block Enhancement
The Web Screen Pop block in the Scenario Builder application now includes the option “Keep open when interaction is finished.” When selected, this option keeps open the pop-out browser tab after an agent’s interaction with a customer has ended.
For more information, see the Scenario Builder Reference Guide.
Defects
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 5.2.8 |
| 13847 | The Stat Server does not pass the “agent_agent_stats” metric, causing the Agent Desktop Dashboard not to be displayed in version 5.0 of Bright Pattern Contact Center. |
| 14434 | On Agent Desktop, the supervisor screen’s Services view shows negative numbers for the "In Waiting" metric, providing inaccurate real-time stats. There can be either zero or a positive number of inbound interactions waiting in the queue, but there cannot be a negative number. |
| 14494 | For chat scenarios configured to send a form to the customer when the agent disconnects, the form’s Cancel button does not function as expected, allowing customers to be able to continue chatting even after the agent has left. |
| 14742 | If “Custom Not Ready Reasons” (i.e., other than “Break”) are implemented, an agent’s “Break Time Remaining” shown in Agent Desktop’s My Grades section is not counted properly upon changing to the custom reason; this may lead to agents taking breaks that are too long. |
| 14997 | For voice scenarios that include a Salesforce Search block, the block fails with SOSL queries that contain an empty line at the end of the SOSL statement. The Scenario Engine now trims spaces and empty lines before and after SOSL statements. |
| 15203 | On the Agent Grid and Single Stat wallboard widgets, the number of inbound calls handled by the agent differs from widget to widget. This discrepancy caused contact centers to have inaccurate totals for the “inbound handled” metric (i.e., “in_calls_handled_per_day”). |
| 15204 | On wallboards and Agent Desktop’s Supervisor screen, single statistic data does not match team grid data. The values differ, causing the supervisor to have incorrect data for metrics such as outbound interactions handled. |
| 15227 | Email attachments sent from an iPhone are not visible on the Agent Desktop or when viewing original email content. The attachments are only visible in email before being polled by Bright Pattern. |
| 15368 | Assigning an agent from one team to another team causes the agent to be assigned to both teams in Agent Desktop’s Supervisor view. |
| 15408 | The metric “IN service level % for the last 20 calls” shows at 80% (instead of 100%) with consistent queue times for more than 20 minutes. |
| 15409 | For wallboard single statistics, the “Longest Wait” time (i.e., in-max-wait-time) for a call in the queue continually increases when there is a call “in waiting.” |
| 15450 | Call Detail reports show that a chat interaction was connected to an agent who did not accept the chat. Because the chat interaction shares the same GIID, this causes end-of-interaction surveys to be attributed to both the agent who handled the chat and another logged-in agent who did not accept the chat. |
| 15701 | In Agent Desktop’s supervisor view, the totals for metrics “IN Svc level,” “IN Waiting,” “IN Max Wait,” and “Logged In” are displayed incorrectly as “-” instead of a number (e.g., 0 or 1). |
| 15703 | When scheduling a report for distribution, some parameters (e.g., interval, group by, details) cannot be selected because they are shown as blank. |
| 15748 | The number of Team queue cases does not consistently match the number of cases in the service queue. This caused workflows triggered by a non-final disposition, where the “transfer case to service” block is executed in the workflow, and the case is sent to the service queue, not to work. |
| 15787 | Agent Desktop’s internal chat takes a long time to load chat history, inconveniencing agents who need to review previous chat messages. |
| 15788 | For cases, the Note input field displays only 2 to 3 lines of text and is unable to be resized, causing inconvenience to agents typing longer notes. |
| 15795 | On Internet Explorer, clicking the Play button on a screen recording results in a “file not found” error. |
| 15830 | Services that do not use dispositions still show the disposition selector on the Agent Desktop, causing agents to try, unsuccessfully, to select a disposition during ACW. The disposition selector should not be shown if, in Contact Center Administrator, the “Use dispositions” checkbox on service is unchecked. |
| 15867 | When supervisors view teams comprising many agents, the Agent Desktop will freeze and the session will time out, causing supervisors to be logged out and have to log in again. |
| 15888 | When Agent Desktop is embedded on a Chrome page using iframe, closing the browser window or tab causes the iframe to logout, which in turn, leads to a dropped call. The call is supposed to stay connected. |
| 15891 | On Chrome, when a supervisor goes to the Agent Desktop Supervisor tab to view real-time stats and leaves it there, the page will be unresponsive and time out. |
| 15928 | The supervisor time in state counter does not increment past zero, causing supervisors who have been in the Supervising state for minutes to be shown as supervising for 0 minutes. |
| 15950 | Setting the operating system (OS) time zone to CST offsets reports by 1 hour when a different time zone is used. |
| 15951 | With Loxysoft integrations, interaction data for “talk time” includes “hold time.” |
| 15952 | With Loxysoft integrations, interaction “talk time” and “hold time” data is off by 1 second, which differs from what is shown in the Call Detail report. |
| 15955 | With Loxysoft integrations, “LS Ring” and “waitQueue” are equal to “pending_time” and “queue_time.” |
| 15976 | “Time in State” is not changed from 0 after daily RTM reset until the user has changed his/her state, affecting daily statistics data. |
| 15978 | Statistics data for logged-in users of a campaign includes stats for team users not assigned to the campaign, causing an incorrect total of logged-in users for the campaign. |
| 15993 | The same exception is repeated in the Scheduler log over 300 times in one night. |
| 16092 | For Loxysoft integrations, ACW data is not being reported to Loxysoft. |
| 16111 | In the Chat Widget Configuration application, section Chat Initiation via Contact Tabs, the displayed tab location does not match the selected tab location. |
| 16129 | SMS fails to send from a voice scenario’s Send Message block, causing agents not to receive messages. |
| 16141 | Personal chat messages sent from a supervisor to an agent are visible in Agent Desktop’s Alerts section for other agents; these personal chats should not be public. |
Upgrade Notes
Live Upgrade
Upgrade without downtime is supported from versions 5.2.7 only. To ensure uninterrupted operations during the upgrade, follow the upgrade procedure described in the Bright Pattern Contact Center Deployment Guide, section Upgrades.
Database Changes
There were no historical database changes since release 5.2.7.
There were no configuration database changes since release 5.2.7.
You still must run the dbUpdate.sh scripts to ensure the database schemas are up to date. If you are upgrading from 5.2.7 the scripts will take only a few seconds to complete.
Offline Upgrades
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 5.2.7 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.