All Appendices

Bright Pattern Documentation

Generated: 12/07/2021 3:45 am
Content is available under license unless otherwise noted.

Agent Desktop Helper Application

Contact center agents, supervisors, campaign operators, and back-office (PBX) users access Bright Pattern Contact Center via the Agent Desktop application, which is a web application that runs in all popular browsers. Although most of the Agent Desktop functionality is implemented using thin-client technologies, some of its capabilities require a software component that is installed on users’ computers. This component is called the Agent Desktop Helper Application.

In the current version of Bright Pattern Contact Center, Agent Desktop Helper Application provides the following functions:

For more information about the application, see the Agent Guide, section Agent Desktop Helper Application Quick Start, and section Installing and Updating the Agent Desktop Helper Application.


Installation

The Agent Desktop Helper Application installer is available in both MSI and EXE formats:

The MSI installer can be recommended for the installation via a coordinated IT effort. This installer supports over-the-network deployment using the Group Policy feature of your Windows OS. It also supports per-machine deployment, which makes the Agent Desktop Helper Application available to all users of computers where it is installed, thus enabling hot-desking. (Note that when the MSI installer is used, the aforementioned Chrome extension will be installed automatically as long as the Chrome Web Store is not blocked by your firewall.)

To obtain the MSI installer, contact your service provider.

Should an administrator need to install the MSI manually on an individual PC, note that it must be run with elevated privileges (i.e., double-clicking on the .msi file in the file explorer does not work).

To do this, take the following steps:

  1. In Windows search, type cmd.

  2. Right-click on the cmd icon and select Run as administrator.

  3. From the Command Prompt application, type the MSI file name and hit Enter.


If the Agent Desktop Helper Application is not pre-installed via the coordinated IT effort as suggested, users will be prompted to download and install it when they start Agent Desktop on their computers for the first time and whenever a newer version of this component is available with a general solution upgrade. Note that in this case, the EXE installer will be used. Only the user whose account was used to install the Agent Desktop Helper Application in this manner will be able to access the application on the given computer.


Please Note

The computers of users of the Agent Desktop application must conform to a number of system requirements.

Agent Desktop can be used with multiple browsers on the same computer; however, concurrent Agent Desktop sessions under different accounts in different browsers (or in the same browser) of the same computer are not officially supported.

Starting from Bright Pattern Contact Center version 5.3.12, macOS from Sierra and earlier are no longer supported for the Agent Desktop Helper Application; this is due to Apple introducing new rules of application signing. Earlier versions of the Helper Application can still be used on Sierra. If you are using macOS Sierra and older, consider not upgrading the Agent Desktop Helper Application. Please do not confuse Sierra with High Sierra, which is supported.


Enabling the Agent Desktop Helper Application for Various Browsers

Extensions

The Agent Desktop Helper Application is supported on Google Chrome, Mozilla Firefox, Safari, and Microsoft Internet Explorer. Some browser extensions or other settings may need to be enabled, depending on the user’s browser.

All extensions are deployed after downloading and running the Agent Desktop Helper Application installer. The procedure is described for each browser in the following section of this article.


Chrome

Bright Pattern Contact Center enables the Agent Desktop Helper Application for the Google Chrome browser using an extension called Agent Desktop Chrome Extension. This extension is compliant with the changes in Chrome plug-in policies that have been developed and registered via the Chrome Web Store.

The Agent Desktop Chrome Extension has its own versioning that is not dependent on the Bright Pattern Contact Center platform version and does not follow the same version format.

Both the Agent Desktop Helper Application and, if necessary, the Agent Desktop Chrome Extension, can be pre-installed on all user desktops as part of the process of activating of your Bright Pattern-based contact center. This deployment method is also recommended during solution upgrades involving new versions of the application and extension. If any such changes are expected, your service provider will normally contact you prior to the upgrade and work with you to make sure that these components are updated on all of your Agent Desktop users' computers.


How to Install and Enable the Agent Desktop Helper Application for Chrome

  1. Download and install the Agent Desktop Helper Application.

  2. Add the Agent Desktop Chrome Extension from the Chrome Web Store.

  3. Enable it in Chrome Extensions.


For more information, see the Agent Guide, section How to Enable the Extension for Chrome.


Firefox

Starting with Bright Pattern Contact Center version 3.15 and later, NPAPI technology is not supported for Mozilla Firefox. In response to Firefox disabling NPAPI support in version 52 and completely removing NPAPI support in version 53 and later, the Agent Desktop Helper Application is enabled for Firefox version 53 and later through the use of an extension called Agent Desktop Extension.


How to Install and Enable the Agent Desktop Helper Application for Firefox

  1. In Agent Desktop, when prompted by a warning message, follow the instructions:

    1. Click the downloading link to download the Agent Desktop Helper Application (Mac: bpclient_mac.pkg, Windows: BPClientSetup.exe).

    2. Run the installer, and follow all the instructions given on your screen.

    3. Click the Agent Desktop Extension link in the warning message to install the Agent Desktop Extension. Doing so will bring up a Firefox dialog asking you to allow the Agent Desktop Extension to be installed as an add-on. Click Continue to Installation.

  2. Make sure that the extension is enabled in Firefox Add-ons.

  3. Return to the Agent Desktop application and refresh the page.


For more information, see the Agent Guide, section How to Enable the Extension for Firefox.


Internet Explorer

For Microsoft Internet Explorer, an Active X control is used, so an extension is not required. These components are installed along with the Agent Desktop Helper Application itself and appear in the add-on lists of the aforementioned browsers under the same name (i.e., Agent Desktop Helper Application).

Although no extension is needed for IE, Agent Desktop users who are on IE 11 or higher must disable the browser's Enhanced Protected Mode in order for all Agent Desktop application logs to appear in the same folder (e.g., “C:\Users\<UserName>\AppData\Local\Temp\logs”).


How to Install and Enable the Agent Desktop Helper Application for IE

  1. Download and install the Agent Desktop Helper Application.

  2. Make sure the browser's Enhanced Protected Mode is disabled:

    1. Click Tools (Alt+X) and select Internet options.

    2. Click the Security tab, and deselect the Enable Enhanced Protected Mode checkbox.

    3. Click OK.


For more information, see the Agent Guide, section How to Disable Enhanced Protected Mode.


Safari

Starting with Bright Pattern Contact Center version 5.3 and later, NPAPI technology is not supported for the Safari web browser. In response to this, the Agent Desktop Helper Application is enabled for Safari 10, 11, and 12 on Mac OS X 10.12 (Sierra) and higher through the use of an extension, which is packaged in the Agent Desktop Helper Application installer (bpclient_mac.pkg). The installer will detect the OS X version your system is running on and will install the extension only if it runs on Mac OS 10.12 and later.

Users need only download and run the installer to get Agent Desktop to run properly. For more information, see the Agent Guide, section How to Enable the Application for Safari.


Mac Security/Privacy Settings

In addition to all the aforementioned steps for installing/updating the Agent Desktop Helper Application, Mac users must also review their privacy settings and allow both "Agent Desktop Helper" and "bpclient" apps to use the microphone. Mac users must do this no matter which web browser they are using.


Example of allowing apps to use the microphone in Security & Privacy > Privacy



System Requirements

To ensure normal operation of your Bright Pattern-based contact center, the computers of your Agent Desktop users and your data network shall conform to the following system requirements, which are provided as a sizing example:

Resource Requirement
CPU
  • 1 GHz min without video or screen monitoring/recording
  • Core i3/5/7 with video and/or screen monitoring/recording
Memory
  • 2 GB min
Network
  • TCP/IP network required (hard-wired LAN recommended)
  • Voice bandwidth: 100 Kbps (G.711), 32 Kbps (G.729) [1]
  • Screen monitoring bandwidth (estimated) 400 Kbps [2]
  • Screen recording bandwidth (estimated) 400 Kbps [3]
  • Video calling bandwidth (estimated) 600 Kbps
  • Outbound firewall open TCP ports 80 (HTTP), 443 and 8443 (HTTPS), 8444 (HTTP), and 8445 (HTTPS) [4][5]
  • RTP audio stream, utilizes UDP, ports are dynamically allocated in the range 40,000 to 65,535
  • Outbound firewall UDP port 5080 open for SIP signaling
  • On the client computer side, UDP port 5060 open for the SIP softphone [6]
  • QoS router configurations recommended for UDP packets
  • QoS packet prioritization policies are recommended for RTP and SIP on client
  • Router/Firewall ALG/SIP Packet inspection disabled
  • Network latency < 240 ms round trip Bright Pattern data-centers (if using VoIP)[7]
  • Jitter < 20 ms and packet loss < 2% over 100 most recent packets [8]
Headsets
  • Professional series headsets with USB connectivity
  • Recommend models:
    • Plantronics Blackwire 500 and 5200 Series
Operating System[9]
  • Windows 7 SP1
  • Windows 8.1
  • Windows 10
  • Mac OS X 10.10
  • Other[10]
Browsers[11]
  • Google Chrome 47 and later (recommended for Windows OS)
  • Mozilla Firefox 43 and later (recommended for Mac OS)
  • Internet Explorer 10 (Windows 7 only)
  • Internet Explorer 11 and later (Windows 7, 8, and 10) [12] [13]
  • Safari 8 and later (Mac OS X)
Additional Software


Other Requirements and Considerations

Resource Requirement
IP Version

IPv4

Hardphones (if used)

SIP VoIP phones with Power over Ethernet if possible (recommended models: Polycom SoundPoint IP series)

FTP servers

Tested with FileZilla, Bitvise SSH, Microsoft Windows default FTP server, OS X built-in SFTP

Email servers

Tested with Postfix/Dovecot, Google.com, Yahoo.com, Outlook.com, Mail.ru, Yandex.ru



  1. On the client side, the G.729 codec is supported for hardphones only.
  2. Bandwidth varies greatly depending on the number of screens, screen resolution, intensity of screen changes, and some other factors. The estimate is provided for a single-screen computer with 1200 x 1600 screen resolution running typical office applications (low intensity of screen changes).
  3. See the previous footnote.
  4. For version 5.0, the default configuration for Agent Server has changed: HTTPS is enabled on 8445 by default, and HTTP is enabled on 8444 by default (this is for lab usage only without HTTPS). The default configuration template for Agent Server has changed to allow only HTTPS on 8445 (no unsecure HTTP).
  5. The ports are not needed if nginx or other reverse proxy is deployed on server side. If internet access is not opened directly but requires outbound HTTP proxy configured in browser settings, some Agent Desktop Helper functionality, like customized alert sounds, may not be available.
  6. The Agent Desktop Helper Application, which implements the SIP softphone function, will try to open this port automatically during installation. This attempt will normally succeed for the Windows native firewall. If a third-party firewall is used, this port may have to be opened manually.
  7. The combination of the round-trip time of both call legs, as measured by ping utility, must be ideally under 300 ms (i.e., the delay becomes noticeable in conversation) and not more than 500 ms (i.e., the delay is unbearable, and parties keep talking on top of each other). Taking into account that in most of Bright Pattern's clusters PSTN trunks are less than a 60 ms round trip away from their servers, the round trip from agents to Bright Pattern's servers must be ideally under 240 ms and not more than 440 ms. If you are deploying your own carrier's trunks with Bright Pattern, take an effort to measure latency between the trunks and Bright Pattern's servers, then subtract it from the 300 to 500 ms figures above.
  8. The Agent Desktop Helper Application periodically compares actual jitter and packet loss values with these thresholds. Whenever a threshold is exceeded, Agent Desktop displays the following text to the logged-in user: A problem with voice quality is detected, please check your network connection. The message is removed automatically when metric values go back to normal. The minimum duration of the message display is 5 seconds.
  9. Starting from Bright Pattern Contact Center version 5.3.0, the Agent Desktop application with a logged-in user will prevent the computer from going into Sleep mode by the inactivity timeout. This feature does not affect the user's ability to put the computer in Sleep mode manually (e.g., via the Power menu option or by closing the laptop lid). Note that the auto-logout prevention behavior is unconditional and applies to computers on both Windows and Mac OS.
  10. Bright Pattern Contact Center software up to version 5.3.16 supports the Ubuntu operating system versions from 16.04 to 18.04. Screen recording and screen monitoring only works with the Xorg display manager; there is no support for Wayland display manager. If you plan to use this operating system, you may try it and contact Customer Success if you have further questions.
  11. When running modern browsers, 4GB of RAM or more is recommended. We recommend performing testing with the actual applications in the course of agent workflow.
  12. The browser's Enhanced Protected Mode must be disabled in order for all Agent Desktop application logs to appear in the same folder (C:\Users\<UserName>\AppData\Local\Temp\logs). To disable the Enhanced Protected Mode: (1) From the Tools (Alt+X) menu select Internet options. (2) Click the Advanced tab, scroll down to the Security settings, and unselect the Enable Enhanced Protected Mode checkbox. (3) Click OK.
  13. Note that the Microsoft Edge browser does not support extensions such as the Agent Desktop Helper Application and therefore cannot be used for the Agent Desktop application.



Countries, Calling Codes, and Time Zones

The table below contains the list of countries for which adjustment of calling hours to the local time zone of the destination number is currently supported. For each country, the table specifies its calling code and the time zone which will be used for adjustment. You can get more detailed information about each time zone, including the current UTC and UTC DST offsets, from Wikipedia.

Note that for all countries on this list, except the USA, Canada, Brazil, Mexico, Russia, Indonesia, and Australia, there is a one-to-one correspondence between the country calling code and the time zone that will be used to adjust the calling hours. If a country has territory in multiple time zones (e.g., Portugal), the most populous time zone is selected for conversion.

If a number in the calling list begins with a calling code other than one of the codes specified in this table, it will only be dialed if the campaign calling hours for the corresponding phone type are set to 24/7 and the Comply with State calling hours checkbox is not selected. For more information, see section Calling Hours.

Note: Toll-free area codes of the North American Dialing Plan (800, 844, 855, 866, 877, and 888) are associated with the America/New_York time zone.


Country Country Abbreviation Calling Code Time Zone
Albania AL 355 Europe/Tirane
Andorra AD 376 Europe/Andorra
Argentina AR 54 America/Argentina/Buenos_Aires
Armenia AM 374 Asia/Yerevan
Australia AU 61 * depends on area code
Austria AT 43 Europe/Vienna
Azerbaijan AZ 994 Asia/Baku
Bangladesh BD 880 Asia/Dhaka
Belarus BY 375 Europe/Minsk
Belgium BE 32 Europe/Brussels
Belize BZ 501 America/Belize
Bolivia BO 591 America/La_Paz
Bosnia and Herzegovina BA 387 Europe/Sarajevo
Brazil BR 55 * depends on area code
Brunei BN 673 Asia/Brunei
Bulgaria BG 359 Europe/Sofia
Cambodia KH 855 Asia/Phnom_Penh
Canada CA 1 * depends on area code
Chile CL 56 America/Santiago
China CN 86 Asia/Shanghai
Colombia CO 57 America/Bogota
Cook Islands CK 682 Pacific/Rarotonga
Costa Rica CR 506 America/Costa_Rica
Croatia HR 385 Europe/Zagreb
Cuba CU 53 America/Havana
Cyprus CY 357 Asia/Nicosia
Czech Republic CZ 420 Europe/Prague
Denmark DK 45 Europe/Copenhagen
East Timor TL 670 Asia/Dili
Ecuador EC 593 America/Guayaquil
El Salvador SV 503 America/El_Salvador
Estonia EE 372 Europe/Tallinn
Falkland Islands FK 500 Atlantic/Stanley
Federated States of Micronesia FM 691 Pacific/Pohnpei
Fiji FJ 679 Pacific/Fiji
Finland FI 358 Europe/Helsinki
France FR 33 Europe/Paris
French Guiana GF 594 America/Cayenne
French Polynesia PF 689 Pacific/Tahiti
Georgia GE 995 Asia/Tbilisi
Germany DE 49 Europe/Berlin
Gibraltar GI 350 Europe/Gibraltar
Greece GR 30 Europe/Athens
Guadeloupe GP 590 America/Guadeloupe
Guatemala GT 502 America/Guatemala
Guyana GY 592 America/Guyana
Haiti HT 509 America/Port-au-Prince
Honduras HN 504 America/Tegucigalpa
Hong Kong HK 852 Asia/Hong_Kong
Hungary HU 36 Europe/Budapest
Iceland IS 354 Atlantic/Reykjavik
India IN 91 Asia/Kolkata
Indonesia ID 62 * depends on area code
Ireland IE 353 Europe/Dublin
Italy IT 39 Europe/Rome
Japan JP 81 Asia/Tokyo
Kiribati KI 686 Pacific/Tarawa
Kosovo XK 383 Europe/Belgrade
Laos LA 856 Asia/Vientiane
Latvia LV 371 Europe/Riga
Liechtenstein LI 423 Europe/Vaduz
Lithuania LT 370 Europe/Vilnius
Luxembourg LU 352 Europe/Luxembourg
Macau MO 853 Asia/Macau
Macedonia MK 389 Europe/Skopje
Malaysia MY 60 Asia/Kuala_Lumpur
Malta MT 356 Europe/Malta
Marshall Islands MH 692 Pacific/Majuro
Martinique MQ 596 America/Martinique
Mexico MX 52 * depends on area code
Moldova MD 373 Europe/Chisinau
Monaco MC 377 Europe/Monaco
Montenegro ME 382 Europe/Podgorica
Nauru NR 674 Pacific/Nauru
Netherlands NL 31 Europe/Amsterdam
Netherlands Antilles AN 599 America/Aruba
New Caledonia NC 687 Pacific/Noumea
New Zealand NZ 64 Pacific/Auckland
Nicaragua NI 505 America/Managua
Niue NU 683 Pacific/Niue
North Korea KP 850 Asia/Pyongyang
Norway NO 47 Europe/Oslo
Palau PW 680 Pacific/Palau
Panama PA 507 America/Panama
Papua New Guinea PG 675 Pacific/Port_Moresby
Paraguay PY 595 America/Asuncion
Peru PE 51 America/Lima
Philippines PH 63 Asia/Manila
Poland PL 48 Europe/Warsaw
Portugal PT 351 Europe/Lisbon
Romania RO 40 Europe/Bucharest
Russian Federation RU 7 * depends on area code
Saint-Pierre and Miquelon PM 508 America/Miquelon
Samoa WS 685 Pacific/Apia
San Marino SM 378 Europe/San_Marino
Serbia RS 381 Europe/Belgrade
Singapore SG 65 Asia/Singapore
Slovakia SK 421 Europe/Bratislava
Slovenia SI 386 Europe/Ljubljana
Solomon Islands SB 677 Pacific/Guadalcanal
South Korea KR 82 Asia/Seoul
Spain ES 34 Europe/Madrid
Suriname SR 597 America/Paramaribo
Sweden SE 46 Europe/Stockholm
Switzerland CH 41 Europe/Zurich
Taiwan TW 886 Asia/Taipei
Thailand TH 66 Asia/Bangkok
Tokelau TK 690 Pacific/Fakaofo
Tonga TO 676 Pacific/Tongatapu
Turkey TR 90 Europe/Istanbul
Tuvalu TV 688 Pacific/Funafuti
Ukraine UA 380 Europe/Kiev
United Kingdom GB 44 Europe/London
United States US 1 * depends on area code and, optionally, zip code
Uruguay UY 598 America/Montevideo
Vanuatu VU 678 Pacific/Efate
Vatican City VA 379 Europe/Vatican
Venezuela VE 58 America/Caracas
Vietnam VN 84 Asia//Ho_Chi_Minh
Wallis and Futuna WF 681 Pacific/Wallis




Glossary

A

abandoned call

A call that has been presented to an agent, but the remote party disconnected before speaking with the agent. For an inbound call, it may be that the called party got tired of waiting in queue. For an outbound call, it may be that the predictive or automated dialer reached a live contact and had the call available for presentation to an agent, but no agent was available to accept the call.

Note that FCC uses the term "abandoned" to refer to predictive calls that are answered by customers and not connected to agents within a compliance time (2 seconds). To avoid ambiguity, in Bright Pattern Contact Center, such calls are referred to as unattended calls.

access number

A telephone number of a contact center that can be accessed from the public telephone network. External access numbers are typically used as access points in dial-in scenario entries; however, some of these numbers can be instead associated directly with specific extensions to provide a DID function for those extensions.

access point

A point where the processing of service interaction attempts is initiated. For calls, an access point is usually either an access number or an extension dedicated to the automated processing of calls. For chats, an access point is usually a web page from which chat requests are initiated. The logical entity that defines the processing of interactions arriving at a specific access point is called a scenario entry.

ACD

See automated call distribution.

ACW

See After Call Work.

After Call Work

After Call Work (ACW) is an agent state indicating that the agent is unavailable to accept service interactions because the agent is currently processing information related to an interaction that the agent previously handled. This state is assigned from the moment the interaction is terminated and until the agent exits After Call Work either manually or by a system timeout.

agent

A user providing contact center services to customers. An agent is usually one party in a service interaction, and the other party is a customer.

agent capacity

An agent's capability to handle more than one interaction at a time, by either filling gaps in text conversations, such as chat or SMS, or by overriding one interaction with another, such as by interrupting email processing with an incoming voice call.

Agent Capacity Model

In a multimedia contact center, an Agent Capacity Model is a method to determine an agent’s availability to handle an interaction that takes into account how much capacity is occupied by a single interaction of each media type, how much spare capacity the agents must have to be delivered an interaction of any given media type, and the relative priority of media types.

agent state

A real-time condition of an agent that determines the agent's availability to handle service interactions. For states that indicate unavailability, the agent state also provides a specific reason.

ANI

See Automatic Number Identification.

ASA

See average speed of answer.

automated call distribution

Automated call distribution (ACD) is a technology to improve customer satisfaction and maximize agent utilization by introducing fair automatic agent selection and a short wait time for incoming calls. Bright Pattern includes this functionality in omnichannel blended ACD.

Automatic Number Identification

Automatic Number Identification (ANI) is a telephone company service providing a calling party with a number of the calling party. It is often used instead of “calling party number.”

audio treatment

A prerecorded audio message that the system plays to the listener in a specific situation (e.g., while a call is waiting in queue or on hold).

automatic campaign

Also known as an IVR campaign, a type of campaign where the system automatically dials numbers from the associated calling lists, monitors call progress, and connects successful (answered) call attempts to a prerecorded IVR message. Agents are not involved in campaigns of this type.

auxiliary skill

A skill that is not directly associated with any configured services but may be necessary for a complete description of a service request. For example, a customer may request a service in a specific language. In this case, in addition to the default service skill, a language skill is defined and assigned to the agents who can provide the requested service in this language.

average speed of answer

Average speed of answer (ASA) is the key performance indicator of inbound call center performance. It reflects the average time a customer has to wait in queue until the call is answered. ASA is usually measured against a target metric value. (See also service level.) One of the ways to maintain target ASA is with correctly predicted staffing. Calculate staffing online at the specific average speed of answer with the Contact Center Calculator.

B

beep tone

A tone that plays periodically during a call to remind the parties that the call is being recorded. It may also be used as an alert to an agent that a call is about to be presented.

BPO

See business process outsourcer.

BPO client

A company that outsources its contact center operations to a business process outsourcer (BPO).

business process outsourcer

A business process outsourcer (BPO) is a company that performs contact center tasks for other organizations.

Busy

An agent state indicating that the agent is unavailable to accept service interactions because the agent is currently handling one or more service interactions (e.g., a call or a maximum number of chats). For inbound service interactions, this state is assigned from the moment the interaction is accepted and until it is terminated or transferred. For outbound service interactions, it is assigned when the interaction is initiated (i.e., for calls, it includes the dialing phase).

C

calendar

A set of days, defined as days of the week and/or specific dates of the year, when a contact center service has the same hours of operation. A set of calendars with specified hours of operation form the schedule of a contact center service.

call

A voice interaction.

callback

An automated outbound call made upon the customer’s request. A callback can be part of the voice callback function.

call center versus contact center

Typically, a call center is focused on processing telephone calls, whereas a contact center expands on this to handle engagement channels beyond the telephone, such as web chat, social media, online video, etc.

calling list

A list that contains destination data for campaigns. One list can be used in many different campaigns. Each list record typically contains information about a single customer and includes the customer’s name, at least one telephone number, and other information specific to the campaign purpose. For example, lists used in a satisfaction survey campaign may include information about products purchased by the customers.

call progress analysis

Call progress analysis (CPA) is the process of automatic detection of the result of a call attempt via analysis of the audio signals during call setup. CPA is used in predictive outbound calling campaigns.

call recording

A telephone conversation recorded and stored in a digital audio file format. Call recordings are used for quality management (QM) and compliance purposes.

campaign

A type of service where the contact center proactively initiates interactions with customers for a specific reason, such as for surveys or telemarketing, using destination data in the associated calling list(s).

Capacity Model

See Agent Capacity Model.

case

An instance of customer service that is created to track all communications related to a specific customer issue (e.g., request, order, complaint, problem, etc.) and is maintained while the issue is being worked on, and is closed when it is resolved. In general, a case may involve multiple communications via different media channels. In Bright Pattern Contact Center version 3.7 and later, cases are used to track email communications only. (See also email thread.)

chat

A web interaction involving the real-time exchange of text messages.

chat scenario entry

A messaging/chat scenario entry for chats.

cloud-based contact center

A cloud-based contact center is a software-as-a-service model of providing contact center technology, where a technology provider hosts and manages the call center hardware and software on behalf of its customers who access the platform remotely over the Internet or a private line service.

consultation

An auxiliary call made with respect to a primary call while the primary call is waiting on hold.

CPA

See call progress analysis.

CPA recording

The audio signals exchanged during the setup phase of an outbound call recorded and stored in a digital audio file format. CPA recordings are used for the analysis of call progress analysis (CPA) accuracy in predictive outbound campaigns.

D

data directed call routing

The use of caller-provided information, collected either via touch-tone or voice recognition, to perform a data dip on a database to help determine where to route the call.

Dialed Number Identification Service

Dialed Number Identification Service (DNIS) is a telephone company service providing the called party with a number that was dialed by the calling party. It is often used as a shorthand for "called party number."

dial-in scenario entry

A scenario entry for calls.

dial-out entry

An association between a prefix of a dialed outside telephone number and a service.

DID

See direct inward dialing.

direct inward dialing

Direct inward dialing (DID) is a feature of a private telephone network allowing an outside caller to reach a certain extension directly by dialing a full telephone number dedicated to that extension, as opposed to using an operator, an IVR, or an automatic call distributor.

disposition

A recorded result of an interaction attempt. A disposition may indicate that the requested service was provided or suggest a specific reason for why it was not provided. Dispositions are stored in interaction records and can be used in reports and custom queries for the evaluation of service quality and efficiency.

DNC

Do not call. (See also DNC list.)

DNC list

A Do-Not-Call (DNC) list that contains phone numbers that may not be dialed during a campaign.

DND

Do not disturb. A presence status indicating that the user does not wish to be contacted at the moment.

DNIS

See Dialed Number Identification Service.

DTMF

See dual-tone multi-frequency.

dual-tone multi-frequency

Dual-tone multi-frequency (DTMF) refers to telephone touch-tones. An inband signaling method that allows the transmission of numeric information (numbers from 0 to 9, as well as symbols # and *) from telephones to other communication devices, such as IVR.

E

email

An interaction via electronic mail. An inbound email interaction includes an original email sent from a customer to a business and the first meaningful response. (Auto-acknowledgment is not considered a meaningful response.) Any subsequent follow-up email sent by the agent is considered an outbound email interaction within the same email thread. Any subsequent email with the same subject sent by the customer is considered a new inbound email interaction within the same email thread.

email thread

A group of emails related to the same case.

enterprise

The traditional contact center architecture where both the technology platform and contact center resources belong to and are managed by the same organization.

Erlang

A unit of measurement (named after Agner Krarup Erlang) in telecommunications systems to quantify offered or carried call load on circuits or telephone switching equipment.

estimated wait time

Estimated wait time (EWT) is a real-time interaction metric indicating the time that a service interaction is likely to spend in queue before being distributed to an agent. EWT can be used to determine interaction processing steps and/or it can be provided to waiting parties via IVR prompts.

EWT

See estimated wait time.

extension

A telephone destination within a private telephone network. An extension is identified by a number, which is unique within the private network only.

G

grade of service

A unit of measurement intended to quantify the probability of an individual call being blocked when presented to a circuit group.

H

handle time

The total time of the call from the beginning, through the conversation, past disconnect and including any agent wrap-up time to disposition the call, record notes, etc.

handled call

A call that is presented to an agent and answered. Contrast this to an abandoned call.

hardphone

A hardphone is a telephony device designed specifically for handling telephone calls. Unlike softphones, whose extensions are defined by users who are currently logged on, hardphones have their own extension numbers permanently assigned to them.

Health Insurance Portability and Accountability Act

The Health Insurance Portability and Accountability Act (HIPAA) is a United States law which, in particular, enforces a set of security measures related to electronic heathcare transactions.

HIPAA

See Health Insurance Portability and Accountability Act.

HOP

See Hours of Operation.

Hours of Operation

Hours of Operation (HOP) are a combination of calendars, with hours of operation specified for each. Schedules are typically associated with services and are used to determine, at any moment of any day of the year, whether such services are open for business.

I

inbound interaction

An interaction initiated by an outside party. In contact centers, most of such interactions are initiated by customers seeking specific contact center services.

interaction

A communication session between two or more parties involving one or more media types. Bright Pattern Contact Center currently supports the processing of interactions of the following media types: call, SMS, chat, and email.

interaction attempt

An act of initiating an interaction. An interaction attempt may or may not result in an interaction depending on the condition of system resources and the status of the destination party.

interaction record

A database entry containing details of a single interaction, such as its start time and duration, requested service, and participants. Interaction records are used for reporting and quality management (QM) purposes.

Interactive Voice Response

Interactive Voice Response (IVR) is a technology for the automation of common or frequently performed telephone transactions by means of a computer application interacting with a human through the use of prerecorded voice prompts and dual-tone multi-frequency (DTMF) tones of the phone keypad. IVR is typically used for service selection, data collection, announcements, and self-service.

internal interaction

An interaction between two extensions.

IVR

See Interactive Voice Response.

IVR campaign

See automatic campaign.

K

KB

See Knowledge Base.

Knowledge Base

Knowledge Base (KB) is a repository of articles that help agents quickly find answers to customer inquiries and improve response times via using predefined/approved text in text-based communications.

L

List

A list of destinations that should or should not be contacted during a campaign. (See also calling list and DNC list.)

M

Messaging/Chat Scenario Entry

A scenario entry for mobile interactions. Previously known as Mobile/Web Scenario Entry prior to Bright Pattern Contact Center software version 3.16.

mobile interaction

A service interaction where the customer communicates with the contact center via a mobile application on the customer's smartphone.

Mobile/Web Scenario Entry

See Messaging/Chat Scenario Entry.

Multi-tenant

See SaaS.

N

nailed connection

A physical phone connection established during one call and used for the handling of subsequent calls within an agent’s login session. This capability can be useful, for example, for home-based agents who wish to use their regular (PSTN) phone lines for voice delivery while using their Agent Desktop application for call and agent state control.

Not Ready

An agent state indicating that the agent is unavailable to accept service interactions because the agent is on a break or occupied with other tasks. This state may also be applied automatically by the system (e.g., upon login or in the No-Answer condition).

Not Ready reason

An optional modifier of the standard Not Ready state that may indicate more precisely the reason for an agent to be in that state (e.g., no-answer, mandatory after-call break, lunch, or team meeting).

O

outbound interaction

An interaction initiated from an extension to an outside telephone number. In contact centers, such interactions are typically made either to offer services to customers or for consultations related to inbound interactions.

P

Payment Card Industry Data Security Standard

The Payment Card Industry Data Security Standard (PCI-DSS) is an information security standard for organizations that handle branded payment cards from major card companies such as Visa, MasterCard, and American Express.

PCI-DSS

See Payment Card Industry Data Security Standard.

predictive campaign

A type of campaign where the system automatically dials numbers from the associated calling lists, monitors call progress, and connects successful (answered) call attempts to available agents. The dialing rate is adjusted in real-time to achieve maximum agent occupancy based on a prediction of the percentage of answered calls relative to all attempted calls.

predictive dialer

A software or hardware device that monitors agent call duration and connect history to algorithmically dial two or more telephone lines in advance of an agent being available, to ensure that at least one line has connected to a real person and is presented to the call center agent.

presence

Indication of a user’s current availability and willingness to communicate. Unlike Agent State, presence applies to all types of users and does not affect the system’s ability to deliver interactions to those users.

preview campaign

A type of campaign where the calling records from associated lists are submitted to the agents participating in the campaign. The agents review record information, manually dial destination numbers, and monitor call progress.

privilege

A user’s permission to access specific functionality within Bright Pattern Contact Center (e.g., to generate and view reports).

Pull

A method of email distribution where incoming emails are delivered by the system to a service queue, from which the agents are expected to retrieve them for processing manually.

Push

A method of email distribution where incoming emails are delivered by the system directly to agents’ desktops based on the agents’ skill set and availability (i.e., in the same way as calls and chats).

Q

QM

See quality management.

quality management

Also known as quality monitoring, quality management (QM) is the process of recording and storing agents’ conversations and chats with customers and the subsequent evaluation of agents’ work based on reviewing such call recordings and chat transcripts.

quality monitoring

See quality management.

queue

A series of calls lined up, typically in chronological order according to arrival, that is waiting for an available agent. Typically callers hear recorded "on hold" music or prerecorded messages. In some cases, they may hear a message telling them their estimated wait time (EWT) as well.

R

Ready

An agent state indicating that the agent is available to accept service interactions.

Real-time Transport Protocol

Real-time Transport Protocol (RTP) is a data transfer protocol that provides end-to-end delivery services over IP networks for data with real-time characteristics, such as interactive audio and video. RTP is widely used in combination with SIP in modern VoIP systems and networks.

recording

See call recording.

regex expression

A regex expression is a formula used to search within bodies of text; a search formula is composed of a sequence of characters with specific meanings. For example, where the character ^ represents "match the beginning of the line or string of characters", a regex expression ^yes would return the result of any line or string of characters that begin with yes. Regex expressions can be used to configure custom case fields from email subject lines in the Contact Center Administrator application.

remote agent

An agent that works in a location away from the primary contact center physical location. Agents may work from their home or from a satellite office. In modern call centers, they often connect to the primary contact center over the Internet.

requested skill combination

A combination of skills, with the minimal acceptable level specified for each skill, which are necessary in order to deliver a requested service.

rich contact experience

A number of contact center features to improve communication with connected customers using a company website or mobile app, resulting in increased customer satisfaction and cost savings.

ringing

A desktop function that alerts an agent of an incoming interaction. Ringing is also an agent state indicating that the agent is unavailable to accept service interactions because one service interaction is already being delivered to the agent.

role

A combination of privileges usually reflecting a certain personnel function or position within a contact center organization.

RTP

See Real-time Transport Protocol.

S

SaaS

See Software as a Service.

scenario

A script that defines the logic of automated processing of interactions satisfying some specific criteria (e.g., inbound interactions arriving at a specific access point).

scenario entry

An association between an access point and a scenario.

scheduled callback

A set time in the future for an agent to call a contact, typically as a follow-up to a previous engagement.

self-service

A type of service that can be provided without agent involvement (i.e., entirely via an IVR application with TTS functions, such as a customer’s current account balance).

service

A specific reason for customers to initiate an interaction with a contact center, or, in the case of outbound dialing, for a contact center to initiate an interaction with a customer. Services play a key role in the design of interaction processing logic, evaluation of contact center efficiency, and workforce management.

service interaction

An interaction between a customer and a contact center initiated in order to get, or to offer, a service.

service level

Service level (SL) is a key performance indicator for an inbound contact center. Service level reflects a share of queued calls answered before a target threshold. It is usually displayed as percentage and a threshold value: 80%/20 sec. (See also ASA.) One of the ways to maintain service level is with correctly predicted staffing. Calculate staffing online at a specific service level with the Call Center Calculator.

Service Level Agreement

A Service Level Agreement (SLA) is a commitment to provide service at the preset service level.

service level threshold

See service level.

service skill

A default skill directly associated with a configured service. Service skills can be automatically assigned to the agents who are members of teams associated with corresponding services.

Session Initiation Protocol

Session Initiation Protocol (SIP) is a signaling protocol for controlling communication sessions such as telephone calls over IP networks. SIP is widely used in modern VoIP systems and networks.

short-abandoned call

A call that is abandoned within a service level threshold.

Short Message Service

Short Message Service (SMS) is a text messaging service component of mobile communication networks. In Bright Pattern Contact Center, SMS refers to a media type for the text message exchange between agents and customers, where text messages are handled as chat sessions on the agent side and delivered to customers via SMS services of mobile communication networks.

SIP

See Session Initiation Protocol.

skill

A qualification necessary to carry out specific tasks associated with fulfillment of one or more services.

skill group

A set of related skills (e.g., each skill in a language skill group can represent the ability to provide services in a specific language).

skill level

A relative measure of an agent’s expertise in an assigned skill.

skill match

A condition where an agent possesses all skills in a requested skill combination, with levels that are equal or higher than the levels of the corresponding skills in the requested skill combination.

skills-based routing

Logic that evaluates the context or transaction history of a customer or prospect and uses that information to route a call or web chat (or a session via another engagement channel) to an agent best equipped to support the caller.

SL

See service level.

SLA

See Service Level Agreement.

SMS

See Short Message Service.

softphone

A software application for handling telephone calls using the networking and sound processing capabilities of a general purpose computer. In VoIP systems, a softphone application is associated with a user at the moment of login and is identified by the user’s name and extension number for the duration of the login session.

Software as a Service

Software as a Service (SaaS) is a multi-tenant architecture where a single physical software installation, usually managed by a service provider, is used to serve multiple independent contact centers or tenants.

static entry

A telephone number of the public telephone network that appears in the directory of the Agent Desktop application. Usually these are the numbers that are frequently called by contact center agents (e.g., for consultation purposes).

supervisor

A user who monitors and controls agents’ performance in real time.

T

team

A group of users with similar functions within a contact center organization. A team of agents is organized for optimal workforce management (i.e., training, scheduling, real-time supervision, reporting). If an agent team includes agents with similar qualifications, it may be associated with one or more services, which simplifies the process of assigning the corresponding service skills to such agents.

tenant

In a multi-tenant operation, a client organization whose contact center operations are enabled by a technology platform of a service provider. In an enterprise operation, the term "tenant" is equivalent to the term "contact center."

Text-to-Speech

Text-to-Speech (TTS) is a function of converting text messages into speech. TTS is used in self-service IVR applications. It also can be used in regular IVR applications to create temporary voice prompts at the test stage before replacing them with recorded voice talent in a production-ready application version.

thread

See email thread.

trunk

An interface between a private and a public telephone network.

trunk hold time

A unit of measurement that quantifies how long a trunk is occupied by a call from the moment the call arrives, through engagement, and until it is disconnected.

TTS

See Text-to-Speech.

U

unattended call

A call attempt made within a predictive campaign that is answered by a customer but cannot be connected to an agent within a compliance time (2 seconds in the United States). Some countries regulate the percentage of unattended calls and/or what happens to a call when it is unattended. Note that FCC refers to such calls as "abandoned." In Bright Pattern Contact Center, the term abandoned is used to refer to calls that are terminated by customers before they are answered by agents.

unavailable time

A measurement of the time that an agent is not able to engage with contacts due to scheduled breaks, meals, After Call Work, or other activities.

user

A person who may need access to any functionality of Bright Pattern Contact Center for any reason. Usually this includes all contact center agents and supervisors, as well as all contact center managers, administrators, and scenario developers who may need to use Bright Pattern Contact Center user-facing applications to perform their tasks. The exact set of functionality available to a particular user within any application is defined by the role(s) assigned to this user in the system configuration.

V

virtual contact center

Also known as a virtual call center, a contact center where all agents are not necessarily physically located in the same building. Agents may be at satellite offices or working from home, but they work on a common contact center platform as if they were at the same location.

Virtual Queue

A capability of ACD to let a customer leave a call and do other things instead of actively waiting for an agent to become available. Bright Pattern implements this for voice and in-app customer support, and this capability is inherently present in SMS and social messengers.

voice callback

A contact center feature that offers calling customers an option of requesting a callback instead of staying online while waiting for an agent response. The decision can be made based on the current estimated wait time in queue. If the Callback option is selected, the original inbound call will be disconnected while the position of this call in the service queue is preserved. The callback is made when it is the caller’s “turn” to be routed to an agent.

Voice Over Internet Protocol (VoIP)

A set of technologies for delivery of voice and multimedia communications over IP networks. (See also SIP.)

voice signature

Voice signature (VS) is the use of a customer’s voice, by way of recording answers to a predefined set of questions, as a legal signature with respect to a policy or contract discussed on the call.

Voice Response Unit

Voice Response Unit (VRU) is a complete or part of hardware implementation of IVR.

VoIP

See Voice Over Internet Protocol.

VRU

See Voice Response Unit.

VS

See voice signature.

W

wrap-up time

The time that contact center agents require after the agents disconnect from a call and before they are ready to accept the next call. Typically this time is spent recording information pertaining to the engagement. Wrap-up time contributes to handle time.



Variables

This section describes the variables that are used in Bright Pattern Contact Center workflows and scenarios.

Variables are accessed using the common $(varname) format. They can be used in integer and string expressions.


Common Variables

$(user.id)

$(user.id) specifies the agent's ID if the workflow is started due to agent action.

$(user.loginId)

$(user.loginId) specifies the agent's login ID if the workflow is started due to agent action.

$(user.team)

$(user.team) is the name of the team to which the user is assigned.

$(user.firstName)

$(user.firstName) specifies the agent's first name.

$(user.lastName)

$(user.lastName) specifies the agent's last name.

$(item.caseId)

$(item.caseId) specifies the case ID of the interaction, if available.

$(item.caseNumber)

$(item.caseNumber) specifies the case number of the interaction, if available.

$(item.contactId)

$(item.contactId) specifies the contact ID of the customer, if available.

$(item.firstName)

$(item.firstName) specifies the first name of the customer, if available.

$(item.lastName)

$(item.lastName) specifies the last name of the customer, if available.

$(global_interaction_id)

$(global_interaction_id) specifies the Global interaction identifier. This variable is also known as $(item.globalInteractionId).

Note: This variable is available in scenarios.


For Voice

$(LanguageAsked)

$(LanguageAsked) specifies whether the customer asked for a specific language (e.g., "Yes").

$(NPS_raw)

$(NPS_raw) specifies the Net Promoter Score (NPS) value (e.g., "11").

$(contact_satisfaction)

$(contact_satisfaction) specifies the customer's contact satisfaction rating (e.g., "1").

$(destination)

$(destination) specifies the destination for the Connect Call block (e.g., "2042").

$(first_call)

$(first_call) specifies whether this voice interaction is the first placed call (e.g., "1").

$(screenpopData)

$(screenpopData) specifies the list of the screen pop data received or set by interactive voice response (IVR). An actual list of available screen pop data elements depends on the particular IVR and integration.

$(item.ANI)

$(item.ANI) specifies the Automatic Number Identification (ANI), a telephone company service providing a calling party with a number of the calling party. "ANI" is often used instead of “calling party number.”

$(item.DNIS)

$(item.DNIS) specifies the Dialed Number Identification Service (DNIS), a telephone company service providing the called party with a number that was dialed by the calling party. "DNIS" is often used as a shorthand for "called party number."

$(item.cnam)

$(item.cnam) specifies the customer name.

$(item.customerPhone)

$(item.customerPhone) specifies the customer phone number. This variable enables passing customer phone information from scenarios of primary inbound and outbound customer calls to scenarios of the associated consultations and blind transfers.

$(item.from)

$(item.from) specifies the origination address (i.e., phone number or chat user display name). This variable is also known as ANI.

$(item.interactionId)

$(item.interactionId) specifies the interaction identifier.

$(item.media)

$(item.media) specifies the media type (e.g., "voice").

$(outbound_data)

$(outbound_data) contains data from calling lists and is available if the workflow is triggered from outbound campaign.