Agent Tutorials

Bright Pattern Documentation

Generated: 7/02/2022 10:46 am
Content is available under license unless otherwise noted.

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Calls Tutorials

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

Articles

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

Accepting Email

Creating Cases

Follow-ups

Fonts

Handling Email

Masking Data

Print

Retrieving Email from Queue

Reviewing Email



Chats

Accepting/Rejecting Chats

Audio/Video Chats

Canned Responses

Co-browsing

Creating Cases

Flagging Chats

Follow-ups

Forms

Multiple Chats

Masking Sensitive Data

Remote Assistance

Sending Chat Messages

Terminating the Chat

Transfers



Contacts



Knowledge Base




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.

Articles

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

Outbound Campaigns



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:





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