Services

Bright Pattern Documentation

Generated: 12/09/2021 1:31 am
Content is available under license unless otherwise noted.

Services Tutorials Overview

In this section, you will learn how to configure services (e.g., voice, chat, email, etc.) for your contact center. The tutorials in this section are meant to help you get services up and running quickly.

For more information, see the Contact Center Administrator Guide, section Services and Campaigns Overview.

Tutorials


Chat Service Configuration

This article describes how to configure a general chat service within Bright Pattern’s Contact Center Administrator application.

Prerequisites

This article assumes that you have already completed initial configuration for your contact center.

Procedure

Step 1: Create and configure a chat service

  1. Log in to Contact Center Administrator, and go to Services and Campaigns.

  2. Click the Add service (+) button to create a new chat service.

  3. Select chat as the type of service.

    Choose from the available services


  4. In the Properties tab that appears, update the chat service properties, being sure to give the service a unique name (required). At this point, all other properties are optional. For the sake of this procedure, we are going to keep the properties simple, as shown.

    Chat service properties


  5. Click Apply to save your changes.

Step 2: Assign teams to the service

  1. In the Assignments tab, assign teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated teams.

    Assign users to teams


  2. Optionally assign administrators and reviewers to this service.

  3. Click Apply to save your changes.

Step 3: Create additional skills and assign them

  1. Additional skills are called auxiliary skills. In Call Center Configuration > Auxiliary skills, add any other required agent skills for this chat service.

    You have to add skills before you can assign them


  2. In Users & Teams > Skill Levels, assign auxiliary skills to agents as required skill levels. The higher the numeric value, the more skilled that user is.

    Skills are assigned as percentage values (e.g., "100" or "50")


  3. Click Apply to save your changes.

Step 4: Specify service level thresholds

  1. Go back to Services & Campaigns and select the chat service you just created.

  2. In the Service Level tab, set the percentage of chats associated with this service that are expected to be answered within a certain amount of time.

    Set service level thresholds

Step 5: Create the scenario for the service

  1. Go to Configuration > Scenarios > Chat to create the chat scenario for this service.

    Configuration > Scenarios > Chat


  2. Either select an existing chat scenario from the list, or click the Add from template Add-From-Template-Button.png button at the bottom of the screen to create a new chat scenario from the “Mobile Chat” template.

    Select the "Mobile Chat" template


  3. Creating a new chat scenario from a template will open the Scenario Builder application in a new browser tab or window. For the purpose of this simple setup, leave the scenario as-is and click Save.

    Name the scenario


  4. Give the scenario a unique name (e.g., "Sales Chat") and click Save again. Your new scenario will appear in the list of scenarios.

Step 6: Add a chat scenario entry to associate the scenario and service with chat

  1. Go to Scenario Entries > Messaging/Chat.

  2. Either select an existing chat scenario entry or click the Add chat scenario entry (+) button to create a new one.

  3. If this entry is brand new, the following properties are required right now:

    1. Name - Give this entry a unique name.

    2. Scenario - Select the chat scenario you previously created.

    3. Service - Select the chat service you previously created.

      Required properties


  4. Click Apply to save your changes.

Step 7: Configure SMS/MMS access numbers

  1. Still in Scenario Entries > Messaging/Chat properties, scroll down to SMS/MMS access numbers.

  2. Click add.

  3. Select an SMS/MMS access number for inbound SMS/MMS communications. If you do not see any phone numbers, contact your service provider to get SMS enabled.

    Phone number selection


  4. Click the green checkmark.

  5. Again click Apply to save your changes.

Step 8: Update omnichannel routing settings

  1. Go to Call Center Configuration > Omnichannel Routing.

  2. Specify the number of sessions that agents can handle simultaneously. The default settings are shown.

    Phone number selection


This completes chat service configuration.


Service Configuration Quickstarts

Be sure to read Bright Pattern's other service configuration quickstarts, which will help you to set up bot-assisted chat, voice, and email services for your contact center:





How to Configure Email Services

This article describes how to configure email services within Bright Pattern’s Contact Center Administrator application.

Prerequisites

This article assumes that you have already completed initial configuration for your contact center.

Procedure

Step 1: Create and configure an email service

In the email service Properties Tab, plan the categorization of email interactions arriving at a particular email address, create the corresponding email services, and configure their general settings.

  1. Log in to Contact Center Administrator, and go to Services and Campaigns.

  2. Click the Add service (+) button to create a new email service.

  3. Select Email as the type of service.

    Choose from the available services


  4. In the Properties tab that appears, update the service properties.

    Email service properties


  5. Click Apply to save your changes.

Step 2: Assign teams to the service

  1. In the Assignments tab, assign teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated teams.

    Assign users to teams


  2. Optionally assign administrators and reviewers to this service.

  3. Click Apply to save your changes.

Step 3: Give agents the privilege to handle email

In Users & Teams > Roles, make sure the agents who will process email have the privilege Handle email granted to them.


Agent role and privileges


Step 4: Create an email scenario entry and establish account for incoming email

  1. In Scenario Entries > Email, create an email scenario entry for your company's given email address. The scenario entry is the entry point for email service to and from customers.

  2. In the scenario entry's Account tab, configure incoming email account settings. By configuring account settings, you are enabling your company emails to be opened and used in Agent Desktop.

  3. If you do not know your POP/SMTP or Microsoft Exchange information, contact your service provider.


Email scenario entry > Account settings > Incoming mail


Step 5: Configure an outbound email account (optional)

If, within this service, you intend to send outbound emails that are not related to any existing cases, configure an outbound email account for this service.

Outbound email account settings appear in Scenario Entries > Email > Account tab.


Email scenario entry > Account settings > Outgoing mail


Step 6: Create a standard acknowledgment message

Using Knowledge Base, create the acknowledgment message that will be sent to customers automatically to confirm receipt of their email inquiries.

  1. Go to Call Center Configuration > Knowledge Base.

  2. Click the Add article (+) button to add a new Knowledge Base article.

  3. In the Answer tab, fill in the email message body as desired. You can use the variable button to insert data variables, as shown in the example.

    Add a Knowledge Base article


  4. Optionally create additional articles in the Knowledge Base that will help agents process emails more efficiently.

Step 7: Define service settings

  1. In the Services & Campaigns > Email > Email Tab, define all email-specific service settings.

    Email tab properties


  2. Beside Acknowledgment, click <<None>>, which will bring up the acknowledgement message you just created in the Knowledge Base, in step 3.

    Select the email acknowledgment message from Knowledge Base


Step 8: Create the header and footer

Go to Call Center Configuration > Email Settings and update the email header and footer.

This is the system-wide text that will be inserted automatically above and/or below the main text of every email that is sent to a customer. You can include variables to plug in names, email addresses, and so forth.


Create the email header and footer


Step 9: Specify omnichannel settings for emails

Adjust Omnichannel routing settings, which let you specify the number of emails that agents can actively process on their Agent Desktop simultaneously.


Omnichannel routing settings




Inbound Voice Service Configuration

This article describes how to configure inbound voice service within Bright Pattern’s Contact Center Administrator application.

For inbound voice services with virtual queuing (callback option), see also Bright Pattern's Virtual Queue Tutorial.

Prerequisites

This article assumes that you have already completed initial configuration for your contact center.

Procedure

Step 1: Create and configure an inbound voice service

  1. Log in to Contact Center Administrator, and go to Services and Campaigns.

  2. Click the Add service (+) button to create a new inbound voice service.

  3. Select Inbound Voice as the type of service.

    Choose from the available services


  4. In the Properties tab that appears, update the service properties, being sure to give the service a unique name (required). At this point, all other properties are optional. For the sake of this procedure, we are going to keep the properties simple, as shown.

    Inbound voice service properties


  5. Click Apply to save your changes.

Step 2: Assign teams to the service

  1. In the Assignments tab, assign teams to this service. Note that the service will be created with a default service skill that can be assigned automatically to all members of the associated teams.

    Assign users to teams


  2. Optionally assign administrators and reviewers to this service.

  3. Click Apply to save your changes.

Step 3: Create additional skills and assign them

  1. If necessary, create language skills and any other auxiliary skills that may have to be taken into account when routing calls requesting this service.

    You have to add skills before you can assign them


  2. In Users & Teams > Skill Levels, use skill levels to assign the language and/or auxiliary skills to agents who will provide this service. The higher the numeric value, the more skilled that user is.

    Skills are assigned as percentage values (e.g., "100" or "50")


  3. Click Apply to save your changes.

Step 4: Create the scenario for the service

  1. Go to Configuration > Scenarios > Chat to create the voice scenario for this service.

  2. Either select an existing voice scenario from the list, or click the Add from template Add-From-Template-Button.png button at the bottom of the screen to create a new chat scenario from the “Inbound Voice” template.

    Select the "Inbound Voice" template


  3. Creating a new scenario from a template will open the Scenario Builder application in a new browser tab or window. For the purpose of this simple setup, leave the scenario as-is and click Save. You can come back to Scenario Builder later to edit the scenario.

    Name the scenario


  4. Give the scenario a unique name (e.g., "Inbound Sales") and click Save again. Your new scenario will appear in the list of scenarios.

Step 5: Associate the scenario with a service

  1. Go to Scenario Entries > Dial-in.

  2. Select the dial-in scenario entry that has been preconfigured for your contact center (typically “Voicemail”).

  3. In the Service property, select the inbound voice property that you created earlier in this procedure. This associates the scenario entry with the inbound voice service.

    Dial-in scenario entry properties


  4. Click Apply to save your changes.

Note: The remaining steps are optional and depend on your workflows and reporting requirements.

Step 6: Specify service level thresholds

  1. Go back to Services & Campaigns and select the chat service you just created.

  2. In the Service Level tab, set the percentage of chats associated with this service that are expected to be answered within a certain amount of time.

    Set service level thresholds

Step 7: Specify dial-out information

  1. Go to Directory > Dial-out Entries and select an entry from the list. A dial-out entry is an access number that has been assigned to your contact center by your service provider.

  2. Update the entry properties, including phone number prefixes and caller ID, for outbound consultation calls.

    Update dial-out entries properties

Step 8: Set up periodic call recording exports

  1. Go to Services & Campaigns > Results tab.

  2. Under Periodic Recording Export Jobs, click add.

  3. Update all the properties, specifying which call recordings should be exported and where they should go.

    Periodic Recording Export Jobs properties

Step 9: Configure caller ID

  1. Go to Services & Campaigns and select your inbound voice service from the list of services.

  2. Click on the Numbers tab and then on the Caller ID button to configure a caller ID for outbound SMS communications.

  3. Click the Add caller ID (+) button.

  4. Select your phone number from the list, and enter a state/province to be displayed.

  5. Click Apply to save your changes.

= Step 10: Customize historical reports

Review the available service reports and, if necessary, customize them to your specific reporting needs.


Your inbound voice service configuration is now complete.


Service Configuration Quickstarts

Be sure to read Bright Pattern's other service configuration quickstarts, which will help you to set up bot-assisted chat services, campaigns, and email services for your contact center:



Overview

The purpose of an outbound messaging campaign is to automatically send a pre-configured SMS/MMS message to destinations specified in a calling list. You can use this type of campaign for a variety of tasks including appointment reminders, payment notifications, sales notices, case status updates, delivery information, and so forth.

This tutorial describes the steps involved with an end-to-end outbound messaging campaign: