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• 5.2

Version 5.2.3

Bright Pattern Contact Center version 5.2.3 includes the following new features.

New and Updated Scenario Builder Blocks

New and updated scenario blocks are introduced in the Scenario Builder application; the blocks allow the creation and alteration of internal database objects.

  • The Identify Contact block performs a search for contact information and associates contact information within the current interaction. The block can search either internal or external sources (i.e., those configured in Call Center Configuration > Identification). If this block is present anywhere in a scenario, automatic identification before the scenario start will not be performed.
  • The Bright Pattern Create Object block inserts a new object into the internal contact database. The allowed object types are Case, Contact, Company, and Activity History.
  • The Bright Pattern Delete Object block deletes an existing object from the database. The allowed object types are Case, Contact, and Company.
  • The Bright Pattern Update Object block updates an existing object in the database. The allowed object types are Case, Contact, and Company.
  • The Bright Pattern Search Object block finds an existing object in the database. The allowed object types are Case, Contact, Company, and Activity History.
  • From version 5.2.3 onward, the Retrieve Internal Record block will be replaced by the Bright Pattern Search Object block. While the block will still be supported for previous versions of Bright Pattern Contact Center software, it will not be possible to add this block to any new scenarios, post upgrade.
  • The Set Case block associates a case to the current interaction. When the interaction is delivered to the agent, the case tab will be automatically displayed on screen-pop forms.

Contact Import & Export

Version 5.2.3 introduces section Contact Import & Export to Contact Center Administrator; this will replace and remove the Bulk Export/Import Contacts feature from the Agent Desktop Contacts screen.

Contact Import & Export expands contact management in the following ways:

  • You have the option to export contacts that have been modified from a specific date.
  • You have the ability to import up to one million contacts.
  • Bulk import now includes FTP and SFTP as data source options.
  • Section Contact Import & Export includes an option to delete contacts in bulk.

For more information, see the Contact Center Administrator Guide, section Contact Import & Export.

Campaign Identification With Manual Outbound Calls

The checkbox Limit manual outbound calls to numbers in lists and record manual call results in campaigns has been added to Services & Campaigns > Outbound - General Settings for outbound or blended campaigns; it is available for all campaign types.

When enabled, this setting allows manually dialed phone numbers to be included in campaigns, should the phone number match one of the campaign’s dialable phone numbers; click-to-call numbers are also included. Once included in a campaign, manually dialed calls will be counted toward related campaign metrics.

Additionally, when this setting is selected, the following applies:

For more information, see the Contact Center Administrator Guide, section Outbound - General.

Case & Contact Management Search Enhancements

New settings can either expand search capabilities for the My Cases section in Agent Desktop or remove them entirely.

The checkbox Display contacts and cases for default search results has been added in Case & Contact Management > General Settings.

If the checkbox is checked, the first 200 cases/contacts are displayed, newest first (contacts are sorted by modified date/time in descending order; for cases, the drop-down menu is used for sorting). If the checkbox is unchecked, no search information is displayed; the agent will see "Enter search criteria" in the middle of the table, instead.

Search parameters have been expanded to include date of birth, first name, last name, and company fields, as well as removing case sensitivity from email searches.

Additionally, you can now filter search results using the following tags:

  • dob: DD/MM/YYYY - This tag allows you to search for the date of birth of a contact in your local date format. For example, in the US, the local date format is DD/MM/YYYY.
  • company: XXX - This tag performs a full-text search in the company table and returns the corresponded list of contacts. Note: XXX represents the name of the company.
  • email: XXX - This tag performs a search for contacts or cases based on the email address. Note: XXX represents an email address.

For more information, see the Contact Center Administrator Guide, section Case & Contact Management General Settings.

Localization for Wallboard

Version 5.2.3 supports localization for the Wallboard application in English, German, and Japanese.

Daily WFM Agent Performance Reports

When scheduling WFM reports, agent performance reports are now run/delivered on a daily basis.

For more information see the Contact Center Administrator Guide, section WFM Reports.

WFM reason codes mapping for Not Ready reasons

You can now configure Not Ready reasons as numerical codes in real-time data.

For more information, see the Contact Center Administrator Guide, section Integration Accounts.

Loxysoft WFM Integration

Bright Pattern Contact Center software now supports integration with Loxysoft ProScheduler WFM. When configured, this allows the export of interactions statistics and agents events to Loxysoft.

For more information, see the Contact Center Administrator Guide, section Integration Accounts.

Bright Pattern Search Object Block Added to Workflows

The Bright Pattern Search Object block has been added to the Workflow Builder application; using this block can help when retrieving activity data and searching through the internal database.

For more information, see the Workflow Builder Reference Guide, section Bright Pattern Search Object.


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