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• 5.19 • 5.2 • 5.3 • 5.8

What Is New in Version 5.1

The following features and enhancements have been added in version 5.1 of Bright Pattern Partner Docs.

Form Builder Page Thumbnails

When creating form pages in Form Builder, thumbnails of these pages can be viewed in the left column, allowing for easy toggling between the pages. These thumbnails display pages that are rendered in Edit mode, and the last page cannot be deleted. The thumbnail column can be resized; the minimum width is five times the size of the Delete icon. Additionally, Add and Delete icons are displayed when you hover your cursor over thumbnails and titles (the title area excludes the “+” symbol but it is included in the hover area of the previous page). You may drag and drop thumbnails to rearrange their order of appearance. A selected page's title is displayed in the title bar and is editable on click. Finally, the page selector in the title bar is now removed.

Knowledge Base Enhancements

The following improvements have been made to Knowledge Base:

Custom Fields in the Knowledge Base

Custom text and list fields are now available to add to Knowledge Base articles in the Contact Center Administrator. The list configuration control is similar to the list configuration dialog in Chat Widget Configuration. With custom fields, an agent working on a call with an activity form may use a Knowledge Base article and its contents to fill the form. When the Use button is clicked, a number of fields on the form will be prefilled with these associated custom field values. The Knowledge Base Fields section is found in the Contact Center Administrator application, subsection Custom Fields of Case & Contact Management.

Agent Scripting Through the Knowledge Base

In addition to custom fields, Knowledge Base can be used for form creation, specifically for the purpose of driving agent scripting. Agents may use keywords to search Knowledge Base and retrieve subsequent questions as well as possible answers. Answers are saved as part of the form output and are then reported upon. Note that when Knowledge Base articles are used, reason codes are prefilled for agents to select. Adding a Search Knowledge Base button to a form may be done in the Form Builder application.

Improvements in Agent Selection for Historical Reports

Agent-related search features in the Reports section of the Contact Center Administrator have been enhanced for both on-demand and scheduled reports; these enhancements include the following:

  • Resizing of the drop-down agent selector to make full names visible
  • Alphabetical sorting of agent names in drop-down agent selector by first or last name (depending on your center's configured display name format)
  • Searching for a specific agent by name
  • Agents that have been inactive for more than 30 days will be excluded from the drop-down selector; agents that had activity within 30 days before the search period will have their names displayed as grey, italicized text.
  • Selection of multiple agents for select reports
  • The agent selector in Agent Timeline displays first and last name, not login ID.

For more information, see Agent Selection Options in the Reporting Reference Guide.

Chat Widget Configuration Improvements

Chat widget designers now have the ability to disable the Cancel button on the Pre-Chat Form, located in the Chat Initiation via Contact Tabs section of the Contact Center Administrator.

Copy and Paste Images into Email

Images can be inserted directly into the body of email messages using the copy and paste commands. For more information, see How to Copy and Paste Images into Email in the Agent Guide.

Call Transfers and SMS/Email Messages Sent Via Forms

For BPOs using forms to collect data from customers, an option is now available to transfer calls from these forms directly. Additionally, after a call has been completed and dispositioned, the form may be sent to the BPO client via SMS or email, either automatically or manually. The addition of this feature allows agents to transition seamlessly between calls and forms while enhancing overall customer experience.

Text-to-Speech Integration with IBM Watson and Google Cloud

Integrated text-to-speech (TTS) providers IBM Watson and Google Cloud may be utilized for creating voice prompts. When text-to-speech functionality is enabled, call prompts may use a variety of pre-recorded voices, accents, and languages to automate responses.

Speech-to-Text Integration with GoVivace

GoVivace can be integrated for speech-to-text (STT) functionality. In services and campaigns properties configuration, you can specify whether you want calls transcribed. Using speech-to-text functionality, voice calls are transcribed and saved to interaction records. Full-text transcripts are shown in interaction records, cases, and activities. They are searchable and include sentiment attributes (if Natural Language Understanding is enabled).

Integration with NICE

NICE can be integrated for quality management (QM) of your call center by allowing reporting on call state and agent messages. Integration is configured in the Integration Accounts section of the Contact Center Administrator.

Language Skills for Email

Language recognition skills for email may be configured in the Contact Center Administrator. Once configured, emails in different languages may be directed to specific email services, allowing specific teams of agents to handle them. Also, you may configure emails of a particular language to go only to agents with a matching language skill.

New Path to Audio Recordings

The pathway to audio recording records has been updated; it now includes the tenant name in the URL. Moving forward, this change will allow access to tenant audio recording records for longer periods of time; older recordings will remain in the old location, accessible through the original path.