Tutorials

Bright Pattern Documentation

Generated: 7/02/2022 2:09 pm
Content is available under license unless otherwise noted.

Agent Tutorials

Agent tutorials explain how to perform specific tasks within the Agent Desktop application.

Explore tutorials to learn more about the following topics:



Calendar Tutorials

These tutorials provide step-by-step instructions for everything related calendars:



Calls Tutorials

These tutorials provide step-by-step instructions for everything related voice calls: dialing, accepting, transferring, muting, and flagging.

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Basic Information

Accepting/Rejecting Calls

After Call Work and Dispositions

Callback Reservation

Conferences

Consultations and Transfers

Directory

Favorites

Follow-ups

Mute and Hold

Placing Calls

Recording and Voice

Redialing

Remote Assistance

Sending Numeric Information

Service Queue


Cases and Email Tutorials

The Cases and Email section's tutorials explain how to use Agent Desktop to process customer requests made via email, as well as what to do with customer cases. Emails are bundled into cases when multiple email messages from the same contact are related to the same issue.

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Accepting Email

Creating Cases

Follow-ups

Fonts

Handling Email

Masking Data

Print

Retrieving Email from Queue

Reviewing Email



Chat Center Tutorials

The Chat Center allows you to send and receive messages to individual users or to groups in your contact center. We call these types of chat interactions personal chats. The chat interactions that you have with customers are called service chats.

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Service Chat Tutorials

If chat is enabled for your contact center, you will be chatting with either other contact center users via the Chat Center, or with customers routed to you via service chats.

The Chat Center allows you to send and receive messages to individual users or to groups in your contact center. We call these types of chat interactions personal chats. The chat interactions that you have with customers are called service chats.

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Accepting/Rejecting Chats

Audio/Video Chats

Canned Responses

Co-browsing

Creating Cases

Flagging Chats

Follow-ups

Forms

Multiple Chats

Sending Chat Messages

Terminate the Chat

Transfers



Contacts Tutorials

Agent Desktop's Search and Preview Records section, formerly known as Contacts, stores information about a person's contact details, activity history, cases, call recordings, chat transcripts, and contains a powerful search tool.

For more information, see Search and Preview Records Overview as well as our Search tutorials.

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Knowledge Base Tutorials

Knowledge Base is a collection of articles curated by your contact center. These articles address agent training, templates, preapproved replies to customer queries, email message templates, policy information, and much more. You can use Knowledge Base to find answers to customer inquiries, improve response times, and provide consistent replies to customers during service interactions.

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Microsoft Teams

If your contact center integrates with Microsoft Teams, you can access Teams communication channels information for personal chats and internal calls with logged-in Teams users (i.e., experts), while handling customer interactions in the Agent Desktop application.

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The following articles provide instructional information on using Teams while working in Agent Desktop:

Outbound Campaign Tutorials

Outbound Campaigns tutorials will show you how to participate in outbound campaign in either predictive, progressive, or preview mode.

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Remote Assist Overview

When the Bright Pattern Contact Center Remote Assist (RA) feature is enabled for your contact center, you can provide remote desktop/mobile device support to customers during conversations. That means having authorized access to the customer’s device screen, having navigational control, and being able to type and make changes on their device during an active interaction. Remote Assist makes it easier to provide troubleshooting and help.

RA grants agents the ability to assist customers using an application installed in the Agent Desktop.

RA provides the following functions for agents:

Requirements

Using the Remote Assist feature requires the following:


Remote Assist Privilege


Tutorials

The following articles will guide you through some of the ways that you can use RA during chat and voice sessions:





Search Tutorials

Agent Desktop's Search and Preview Records section, formerly known as Contacts, contains the search bar that allows you to look up contacts, cases, and much more. Search tutorials will show you how to use Agent Desktop's search bar as well as shortcuts to access case and contact information.

For more information, see Search and Preview Records Overview as well as our Contacts tutorials.

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States Tutorials

States tutorials will show you how to switch to a different state during your working session.

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