Search & Preview Records Interface

Bright Pattern Documentation

Generated: 6/28/2022 5:32 am
Content is available under license unless otherwise noted.

Contact Import & Export

Contact Import & Export is where you are able to import, export, and delete bulk contacts for use in Agent Desktop. Note that this section replaces and removes the Bulk Export/Import Contacts feature from the Agent Desktop Search & Preview Records screen. Note that contact information may be retrieved via the Scenario Builder's application's Bright Pattern Search Object block.


Contact Import & Export


Contact Import & Export Tab

The Contact Import & Export tab is where you may initiate import, export, and deletion of bulk contacts. Additionally, the total number of contacts currently in your database is listed here.

Import

The Import option allows you to upload bulk contacts through an import dialog window.


Import dialog window


Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to import your contacts in this format.


Format Options Tab

The Format Options tab allows you to customize the format of your import records.


Import Format Options tab


File Input Encoding
First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your import file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.


Fields Tab

The fields selector maps the fields from the import source to fields of contact and company objects. If your import source does not contain fields currently recognized in the database, this selector allows you to map them as needed. When you select a field in the field map, the following information will display.


Import Fields tab


Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.

Note: When mapping the phone number field, please note that the number format may be different depending upon which country you are configuring the phone number for. Under Phone Options, there is a drop-down option labeled The numbers are in the format for: with the choice of Other countries or multiple countries or United States and Canada.


2021.09.27 AD InternationalContact.CVSUploadExport.Screenshot.png


Save new list format as

After mapping your import fields, the Save new list format as dialog window will pop up. From here, you will have the option to save this import as a new format list. Note your import will not be affected if you choose not to save a new list format.

Save new list format as dialog window


Import Format

The Contact Center Administrator application allows you to import contacts, including their addresses, email addresses, external IDs, and other properties in bulk, by uploading a specially formatted spreadsheet.

If creating a spreadsheet from scratch isn’t optional, you may export your existing contacts list, change it, and upload it back. Opening the exported contact list spreadsheet will provide you with the list of named fields. This allows you to identify the precise information to be found within the individual columns.

Import and export operations are activated by the Import and Export buttons. Both the .TXT and the .CSV file formats are supported for import and export.

Note that third-party messenger services (e.g., Facebook, Telegram, etc.) all follow the same pattern and do not disclose the real user identities. When uploading customer messenger contact information, it is required that both the messengers.<n>.id field and the messengers.<n>.user_id have values. Bright Pattern Contact Center software uses these two values in place of the real user identities.

The Import/Export fields are as follows:


Field Name Description
id ID number for the record
first_name Customer’s first name
last_name Customer’s last name
title Customer’s title
position Customer’s position within the company
summary Summary information regarding the client
segment Gold, Silver, Bronze (drop-down selection)
dob Date of birth
bpo_client Name of BPO client. This is a symbolic name, not an ID
emails.0.type Can be primary, business, or private
emails.0.email_address First email address entered 
emails.1.type Can be primary, business, or private
emails.1.email_address Second email address entered 
emails.2.type Can be primary, business, or private
emails.2.email_address Third email address entered. 
phones.0.type Can be business, home, mobile, or fax
phones.0.phone First phone number entered 
phones.1.type Can be business, home, mobile, or fax
phones.1.phone Second phone number entered 
phones.2.type Can be business, home, mobile, or fax
phones.2.phone Third phone number entered
phones.3.type Can be business, home, mobile, or fax
phones.3.phone Fourth phone number entered
phones.4.type Can be business, home, mobile, or fax
phones.4.phone Fifth phone number entered 
addresses.0.type Can be primary, billing, shipping, or other
addresses.0.address_line1 First address line
addresses.0.address_line2 Second address line
addresses.0.city City
addresses.0.state State
addresses.0.postcode ZIP Code or postal code
addresses.0.country Country
addresses.1.type Can be primary, billing, shipping, or other
addresses.1.address_line1 First address line
addresses.1.address_line2 Second address line
addresses.1.city City
addresses.1.state State
addresses.1.postcode ZIP Code or postal code
addresses.1.country Country
addresses.2.type Can be primary, billing, shipping, or other
addresses.2.address_line1 First address line
addresses.2.address_line2 Second address line
addresses.2.city City
addresses.2.state State
addresses.2.postcode ZIP Code or postal code
addresses.2.country Country
addresses.3.type Can be primary, billing, shipping, or other
addresses.3.address_line1 First address line
addresses.3.address_line2 Second address line
addresses.3.city City
addresses.3.state State
addresses.3.postcode ZIP Code or postal code
addresses.3.country Country
addresses.4.type Can be primary, billing, shipping, or other
addresses.4.address_line1 First address line
addresses.4.address_line2 Second address line
addresses.4.city City
addresses.4.state State
addresses.4.postcode ZIP Code or postal code
addresses.4.country Country
company.company_name Name of company
company.revenue Company revenue
company.employees Number of employees employed at the company
company.web_url Company website address
external_ids.0.type Zendesk, Salesforce (Reserved)
external_ids.0.id UUID, for update only (Reserved)
external_ids.1.type Zendesk, Salesforce (Reserved)
external_ids.1.id UUID, for update only (Reserved)
external_ids.2.type Zendesk, Salesforce (Reserved)
external_ids.2.id UUID, for update only (Reserved)
external_ids.3.type Zendesk, Salesforce (Reserved)
external_ids.3.id UUID, for update only (Reserved)
messengers.0.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.0.id Contact Center’s integration account ID (Reserved)
messengers.0.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
messengers.1.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.1.id Contact Center’s integration account ID (Reserved)
messengers.1.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
messengers.2.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.2.id Contact Center’s integration account ID (Reserved)
messengers.2.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
messengers.3.type Messenger name/type (e.g., LINE, Facebook, Telegram, etc.) (Reserved)
messengers.3.id Contact Center’s integration account ID (Reserved)
messengers.3.user_id Contact’s external messenger ID (e.g., Facebook, etc.) (Reserved)
created_time Time the contact was created
modified_time Time the contact was modified



Results Tab

The Results tab displays the results from the attempted import as the following.


Import Results tab


Note: If your import contains errors, you will be able to download a .CSV file listing the errors.


Export

The Export action allows you export contacts from your database in two ways: All Contacts or Modified since.

Note that you may choose the Export action to download a template of what the current contact and company fields are.


Export dialog window


All Contacts

The All Contacts option will export all contacts in your database.

Modified since

The Modified since option allows you to export contacts that have been modified from a set date; you may select the date in the calendar.


Delete

The Delete option allows you to remove bulk contacts from your database through a dialog window similar to the one for Import. The Name and Source, Format Options, and Results tabs are the same as those for the import dialog; however, the Fields tab determines how you match contacts in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.


Delete dialog window


Name and Source Tab

Data Source

Data Source allows you to select from the following options.

Upload

This option allows you to upload a .TXT or .CSV file containing the records you wish to delete.

FTP or SFTP

This option allows you to select either FTP or SFTP and then enter the access URL.

Username

This is the username of the FTP or SFTP site.

Password

This is the password of the FTP or SFTP site.

List format

If you previously saved a list format, you may choose to delete your contacts in this format.


Format Options Tab

The Format Options tab allows you to customize the format of your delete records.


Delete Format Options tab


File Input Encoding
First line contains field names

When enabled, this checkbox will recognize the first line or row of your upload as the names of the contacts fields.

Input file encoding

This option allows you to select the encoding for your delete file; select the encoding type from the drop-down menu.

Field separator options

The field separator options are as follows: Comma, Tab, Semicolon, and Custom.


Fields Tab

The Fields tab determines how you match contacts marked for deletion in a .CSV file with contacts in the database. Additionally, when you delete contacts, you may delete/update other objects.


Delete Fields tab


Selected field

This is the field you have selected.

Mapped to

The Mapped to menu displays where the selected field is currently mapped to. To change where the field is mapped to, select a new field from the menu.


Results Tab

The Results tab displays the results from the attempted bulk delete as the following.


Delete Results tab


Note: If your delete attempt contains errors, you will be able to download a .CSV file listing the errors.


Log Tab

The Log tab displays the following data from bulk imports, exports, and deletes.


The Log tab displays records of imports, exports, and deletes


Date

Date is the date and time the transaction took place.

Who

Who shows the user who initiated the transaction.

Operation

Operation displays the type of transaction that occurred; the types are Import, Export, and Delete.

File

File displays the name of the Import or Delete file.

Rows

Rows displays the number of rows in the File.

Added

Added displays the number of new contacts added to the database.

Changed

Changed displays the number of contacts already in the database that were altered by the transaction.

Deleted

Deleted displays the number of contacts removed from the database.

Errors

Errors displays the number of records that were not added, changed, or deleted due to missing or incompatible information.

Notes

Notes is where you may enter notes about the transaction.











Dispositions and Notes

Dispositions are custom interaction results defined by your contact center management. When handling a service interaction, you may be required to select one of the dispositions that define the outcome of the interaction. If dispositions are defined for the services that you provide, the Contact Info Panel of your Agent Desktop will display the Disposition Selector for every associated service interaction.

If you are required to set dispositions, you will receive detailed instructions for their use from your system administrator. Learn more about dispositions and how they are managed in the Contact Center Administrator Guide.

In addition to dispositions, you can also enter free-form text notes to provide more information about the outcome of the interaction.


Disposition selector


How to Enter Dispositions and Notes

To enter a disposition for an interaction and/or related notes, follow these steps:

  1. At any time during the interaction with the customer or while in the After Call Work state, click the Disposition selector.
  2. From the drop-down menu, select the disposition that corresponds to the result of the interaction. Some dispositions specific to outbound campaigns may require additional parameters, such as scheduling of another call attempt. If such parameters are required, they will be displayed in the Contact Info Panel.
  3. If necessary, enter free-form notes in the text field.
  4. Continue to process the interaction normally. For more information about finishing interactions, see How to Release a Call and How to Wrap Up After-call Work.


Selected disposition and free-form notes


Note: If you use a custom form in the Context Information Area for processing data related to a specific call, both the Disposition Selector and the Notes field may appear in that form instead of the Contact Info Panel.


Other Uses for Dispositions

If configured for your contact center, a disposition can be used to trigger a workflow, an automated series of events that are initiated when an interaction is completed.

Workflows automate what happens after the conversation is done and will handle any necessary follow-ups, depending on the interaction’s disposition type. Such follow-up actions include setting context variables, sending an email, sending a text message, scheduling an event, clearing a scheduled event, and making a request. Workflows help to reduce your workload by following up with customers and gathering data in a consistent way.

For example, setting a particular disposition for an interaction could trigger the following series of events to happen:

  1. Send a survey to the customer
  2. Wait a specified amount of time (e.g., 30 minutes, 1 day, 1 week, etc.)
  3. Send a follow-up email to the customer.


Using Dispositions to Request That Content Be Erased

Starting with Bright Pattern Contact Center version 5.2, you can use a disposition to request that content from a specific interaction be erased. This capability was added to meet PCI DSS 3.2 and GDPR requirements, which specify that sensitive data (e.g., credit card information) may not be stored in your contact center, even if it is encrypted. As such, Bright Pattern allows for the manual deleting of data that is stored in voice recordings, voice recording transcripts, chat transcripts, email messages, screen recordings, and so forth.

You can request that such data be erased, but only your system administrator can erase it.

What to Do

  1. If such a disposition is enabled for your contact center, you can disposition an interaction with a request to erase content, provided that you give a reason. Note that the name of the disposition is determined by your contact center. If you do not know which disposition to select, contact your supervisor or system administrator.

    Disposition "Erase content" selected


  2. In the Notes field, provide the reason for the request and enter additional details about the interaction. Then complete the interaction.

    Use Notes to provide a reason for erasing content


  3. The disposition will initiate a workflow that sends your system administrator an internal message with the request. The unique identifier tells the administrator which interaction is affected, and he or she can review the interaction and the request.

    Example message delivered to the system administrator





Case State

Agent Desktop allows you to assign state to cases, which may be used to organize and classify your case workload. The activity history for changes in the case state can be searched, that is, if a case changes from New to Open or from Open to Pending, that is tracked as well.

For more information about cases, see My Cases Interface and Search & Preview Records Interface.

The following states can be applied to cases.

New

This state is for new, unopened cases.


The New case state


Open

This state is for cases that have been opened but are not yet processed.


The Open case state


Pending

This state is for cases that require further action. When a case is marked as Pending, you must select a corresponding Case Pending Reason. Case Pending Reasons are defined by your system administrator and allow you to provide additional information as to why a case is pending.


The Pending state with pending reason


Resolved

This state is for cases that are completed. Note that cases marked as Resolved will automatically switch to the Open state if a new email is received or if the agent uses the case on any interaction. Cases marked as Resolved can have changes made to them and will stay in the Resolved state for a period of time as configured by your administrator; after this point, the case will be Closed. Additionally, when marking a case as Resolved, you will have the opportunity to disposition it.


The Resolved case state


Closed

This state is for cases that have exceeded the period of Resolved days (as configured by your administrator). Changes cannot be made to closed cases; however, it is possible to create a follow-up case from a closed case.


The Closed state


Case Activity

The change in case state activity can be tracked on the Details Tab page. Clicking the link beside the Case Status will allow you to sort between cases currently in the various states: All, New, Open, Pending, Resolved, and Closed.


Cases





Cases, Email, and Threads

In Agent Desktop, interactions can be associated with a case, be an email, and be associated with a thread. But what are the differences between these things? In this article, we explain the differences between cases, email, and threads.


A history of cases associated with a saved contact in section Search & Preview Records


Cases and Email

A case is an instance of customer service that is created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. By contrast, email is a specific type of channel customers use to interact with your contact center. In short, all emails are cases but not all cases are emails.

When cases are created or emails arrive, the system automatically assigns a number to the case/email that is unique within your contact center (e.g., 14355); it is maintained as an active entity while the request is being worked on, and closed when the request is fulfilled. When email arrives at your contact center, it is directed to section My Cases; cases, on the other hand, can be created and found in various sections of Agent Desktop.

Cases and emails can be assigned a case state, which indicates what the state of completion the interaction is in. Additionally, cases and emails can be assigned dispositions. Dispositions are interaction results defined by your contact center management are used to indicate how the interaction was completed; your system administrator will explain how to use dispositions.

For more information, see How to Create New Cases, My Cases Interface, and Search & Preview Records Interface.

Threads

A group of emails related to the same case is called an email thread. When you reply to a customer’s request for the first time, the system will generate a unique thread identifier. Depending on your system configuration, this identifier may be either attached to the email subject or hidden in an email header. Unlike the case number, the email thread identifier may contain both numbers and letters (e.g., JXA6PDRNQ2SO) and is intended primarily for automatic processing.

For example, when a new email comes in, the system will look for a thread ID and check if it matches any of the existing cases. If a thread ID is found and recognized, the system will automatically assign that email to the corresponding case. Depending on your service configuration, the system also may attempt to deliver that email to you if you have previously worked on this case.

Threads primarily contain the text of all email messages exchanged within the case. Additionally, threads contain the following email header information:


When you reply to an email, a thread ID is added to the email subject





  1. REDIRECT 5.3:Agent-guide/Tutorials/Cases/HowtoCreateNewCases





Using URL Variations To Access Case and Contact Information

In Search & Preview Records, you may notice the link button Link-Contact-Button-53.PNG. This button copies the URL of case or contact information to the clipboard, making it possible for you to paste and share the URL with other agents or supervisors in your contact center.

It is possible, however, to bypass using the link button and instead manually enter the same URL information or variations of it; manually entering such information may allow you to access more specific case and contact information.

The following is a list of recognized URL variations that may be manually entered to allow you access to specific case and contact information. URLs may be entered into your web browser's search bar, into the search bar, or the Contact Search AD-Contact-Search-Top-53.PNG shortcut found at the top of the screen to access the case.

Cases URL Variations

If using the cases link button, the pasted URL will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6).

The following is a list of recognized URL variations that may be manually entered to access case information:

If case links are pasted in internal chats, they may be displayed in the following formats for the most compact view:

Contact URL Variations

If using the contacts link button, the pasted URL will be presented in the format <domain>/agentdesktop/contact/id/<id number>/<tab within case> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/contact/id/5c6dadc9d04fd75a777bdcfa/details).

The following is a list of recognized URL variations that may be manually entered to access contact information:

If contact links are pasted in internal chats, they may be displayed in the following formats for the most compact view:




Advanced Search

As you work with more customers and fulfill their requests, you will accumulate an extensive collection of cases and contacts. Utilizing advanced search features, you can search through your customer information easily in any language.

Note the privilege to search cases and contacts must be enabled by your contact center's administrator.


Search strings are typed into the search field


Where to Make Advanced Searches

Advanced searches are made in Agent Desktop, section Search & Preview Records, in the search term field. You can search for a wide variety of case and contact information including email addresses, names, date of birth, case numbers, email addresses, and so forth. In the search results, the first 200 cases/contacts are displayed, with the newest entries displayed first.

About Search Strings and Keywords

Search strings are any combination of letters, characters, and numbers entered in the search field with the intent of finding matching information. Search strings are used in conjunction with keywords to conduct advanced searches.

Keywords are words that precede search strings and act as filters to help you find specific kinds of content quickly.

Operators such as AND and OR allow you to combine multiple search conditions. For examples, see the "How to use it" and "Example search" notes for each keyword below.

Search Results

Search results are displayed below the search term field, indicating the shown number of matches.


Advanced search results


Available Keywords

The following is a list of recognized keywords; they are organized by either case or contact.

Case Keywords

category

What it does: The category keyword filters cases by category.
How to use it: The search string can be enclosed in double quotes; however this is optional. Without double quotes, only the first word will be associated with the keyword's search.
Example search: category: "My Team's Service"

created

What it does: The created keyword filters cases by creation date.
How to use it: The keyword and search string can be separated by the following: =, <, >, >=, <=; the search string shall correspond to the most preferred language/country combination set in your browser. For example, if your preferred combination is English (United States), the expected format will be mm/dd/yyyy, whereas for English (New Zealand) it will be dd/mm/yyyy. The ISO 8601 date format yyyy-mm-dd is supported for all language/country settings.
Example search:

disposition

What it does: The disposition keyword returns cases containing the specified disposition in any of its associated activities.
How to use it: The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example search: disposition: "Silence"

email_text

What it does: The email_text keyword finds text contained within the body of an email associated with a case.
How to use it: The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example search: email_text: "broken on arrival"

flagged

What it does: The flagged keyword filters cases that were flagged
How to use it: The search string can contain the following option: "true" or "false"
Example search: flagged: true|false

last_disposition

What it does: The last_disposition keyword returns cases containing the specified disposition in the last associated activity. The search is limited to activity types that may have a disposition (i.e., if the last activity does not have a disposition field at all, the search will be extended to the previous activity).
How to use it: The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example search: last_disposition: "No answer"

modified

What it does: The modified keyword filters/sorts cases by the last date of modification.
How to use it: Same as created (see above)
Example search:

<number>

What it does: The number search finds cases by state number; note that the option to search by number does not require the specific keyword number.
How to use it: Entering a search string consisting only of numbers will launch a search for the matching case number.
Example search: 12345

note

What it does: The notes keyword finds text contained in the notes records from a case's activity history.
How to use it: The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example search: note: "Replacement requested"

pending_reason

What it does: The pending_reason keyword filters Pending cases by the specific Pending reason; note that these will be specific to your call center.
How to use it: The search string can be enclosed in double quotes; however, this is optional. Without double quotes, only the first word will be associated with the keyword's search.
Example search: pending_reason: "Needs manager approval"

reporter

What it does: The reporter keyword filters cases by the name of the customer/ person who contacted your call center.
How to use it: The search string should be enclosed in double quotes. Without double quotes, the search will use the first two words after the keyword. If more than two words are typed in double quotes, the search is split on the first space and will match the rest against the last name. Note that partial names can be entered as well (e.g., name: J D).
Example search: reporter: "John Doe"

service

What it does: The service keyword filter cases by the services of interactions associated with the case.
How to use it: The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword. Additionally, you may include the Boolean operator AND followed by an additional search term; this will find all emails and cases that contain the additional search term in the subject and/or body and are assigned to the service.
Example search: service: "Maintenance Renewal" AND subscription

state

What it does: The state keyword filters cases by their states.
How to use it: The keyword and search string should be separated by a colon (:); multiple values can be separated by OR. Note that in the current version state is case sensitive.
Example search: state: New OR Open

subject

What it does: The subject keyword finds text contained in an email's subject line.
How to use it: The search string may be enclosed in double quotes (optional) but it is recommended for multi-word searches; without double quotes, the search will use only the first word after the keyword.
Example search: subject: "forgot password"

Contact Keywords

address

What it does: The address keyword filters contacts by the contact record fields associated with address; the recognized fields are the following: address line1 or address line 2, city, state/province, and postcode
How to use it: The keyword and search string should be separated by a colon (:)
Example search: address: 123 Fake St.

company_name

What it does: The company_name keyword finds contacts with a matching company name.
How to use it: The keyword and search string should be separated by a colon (:) and the search string can be enclosed in double quotes. Note that partial names can be entered.
Example search: company_name: "Warehousing Inc"

dob

What it does: The dob keyword finds contacts with a matching date of birth.
How to use it: The keyword and search string should be separated by a colon (:). Also, the month-date versus date-month order should be specific to your country (e.g., mm/dd/yyyy for the US).
Example search: dob: 07/30/1983

email

What it does: The email keywords finds contacts with a matching email address.
How to use it:

Example search: email: john@doe.com, email:john, john@, "john@doe.com", john@doe.com, *john@

first_name

What it does: The first_name keyword finds contacts with a matching first name.
How to use it: The keyword and search string should be separated by a colon (:). Note that partial names can be entered.
Example search: first_name: John

last_name

What it does: The last_name keyword finds contacts with a matching first name.
How to use it: The keyword and search string should be separated by a colon (:). Note that partial names can be entered.
Example search: last_name: Doe

name

What it does: The name keyword finds contacts with a matching first and last name.
How to use it: The keyword and search string should be separated by a colon (:). The search string should be enclosed in double quotes. Without double quotes, the search will use the first two words after the keyword. If more than two words are typed in quotes, the search is split on first space, matching the rest against the last name. Note that partial names can be entered as well (e.g., name: J D).
Example search: name: "John Doe"

phone

What it does: The phone keyword finds contacts with a matching phone number.
How to use it: The keyword and search string should be separated by a colon (:).
Example search: phone: (415) 555 1212

position

What it does: The position keyword finds contacts with a matching position.
How to use it: The keyword and search string should be separated by a colon (:). Note that partial words can be entered.
Example search: position: Engineer

segment

What it does: The segment keyword finds contacts with a matching segment.
How to use it: The keyword and search string should be separated by a colon (:). Note that partial words can be entered.
Example search: segment: gold

title

What it does: The title keyword finds contacts with a matching title (e.g., Mr., Mrs., Miss).
How to use it: The keyword and search string should be separated by a colon (:).
Example search: title: Mr.

URL

What it does: The URL keyword finds contacts with a matching company URL.
How to use it: The keyword and search string should be separated by a colon (:). A substring can be typed (i.e., "example" must match "www.example.com"). Note that the keyword is not case specific.
Example search: url: "www.example.com"




Case State

Agent Desktop allows you to assign state to cases, which may be used to organize and classify your case workload. The activity history for changes in the case state can be searched, that is, if a case changes from New to Open or from Open to Pending, that is tracked as well.

For more information about cases, see My Cases Interface and Search & Preview Records Interface.

The following states can be applied to cases.

New

This state is for new, unopened cases.


The New case state


Open

This state is for cases that have been opened but are not yet processed.


The Open case state


Pending

This state is for cases that require further action. When a case is marked as Pending, you must select a corresponding Case Pending Reason. Case Pending Reasons are defined by your system administrator and allow you to provide additional information as to why a case is pending.


The Pending state with pending reason


Resolved

This state is for cases that are completed. Note that cases marked as Resolved will automatically switch to the Open state if a new email is received or if the agent uses the case on any interaction. Cases marked as Resolved can have changes made to them and will stay in the Resolved state for a period of time as configured by your administrator; after this point, the case will be Closed. Additionally, when marking a case as Resolved, you will have the opportunity to disposition it.


The Resolved case state


Closed

This state is for cases that have exceeded the period of Resolved days (as configured by your administrator). Changes cannot be made to closed cases; however, it is possible to create a follow-up case from a closed case.


The Closed state


Case Activity

The change in case state activity can be tracked on the Details Tab page. Clicking the link beside the Case Status will allow you to sort between cases currently in the various states: All, New, Open, Pending, Resolved, and Closed.


Cases







Privileges

Registered users of your Bright Pattern Contact Center solution are assigned privileges that can be used to control access to various contact center functions. Privileges are arranged in the same way as they appear on the Roles page of the Contact Center Administrator application. For general information about privileges and roles, see section Roles.

Note: Any supervisors using these privileges will apply toward your contact center's use license limit (i.e., the number of allowed supervisors).

Privileges are organized into seven categories (i.e., groups):

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to privileges, we recommend that all affected agents re-login to Agent Desktop.

Interaction Handling group

Access full-screen Agent Desktop

The Access full-screen Agent Desktop privilege allows the user to enable full-screen Agent Desktop view within CRM applications.

Because CRM systems typically have their own email and case management capabilities, the full-screen mode normally would be used by supervisors only.

Delete contacts

The Delete contacts privilege allows the deletion of contacts. If enabled, users can delete individual contacts via the Agent Desktop. When a contact is deleted, its activity history is deleted too. Cases are not deleted automatically.

Edit contacts

The Edit contacts privilege provides write access to contacts. If enabled, users can create new contacts, and users can modify any fields in existing contacts (but not activity history).

Force pop-out phone window

The Force pop-out phone window privilege allows the user to open Agent Desktop in a pop-out window. For more information, see section Understanding Screen-Pop of the Agent Guide.

Enabling this privilege is generally not recommended if you plan to deliver activity forms and/or other web content to agents via screen pop.

Note that if the user has any privileges in the Supervision group (see below), the user will not be able to open Agent Desktop in a pop-out window even if the user has this privilege.

Handle automatically distributed interactions

The Handle automatically distributed interactions allows the user to receive calls from a service queue and preview records. This is the basic privilege that allows the user to perform typical call center agent work (i.e., provide services over the phone and participate in outbound campaigns).

The ability to handle customer chat or email interactions is controlled via separate privileges (see Handle email and cases and Handle service chat).

Handle email and cases

When enabled, the Handle email and cases' privilege allows users to handle email interactions with customers as well as create and process customer cases, which may include interactions of any media type.

Handle leads

Reserved.

Handle service chats

With the Handle service chats privilege, the user may handle chat interactions with customers. This includes chat interactions started by customers via SMS.

Note that the ability to initiate a chat with a customer via SMS is controlled by a separate privilege (see Initiate SMS conversation). Likewise, the ability to use internal chat is controlled by a separate privilege (see Send internal chats).

Initiate SMS conversation

The Initiate SMS conversation privilege allows the user to initiate chats with customers via SMS.

Initiate and conduct remote assist sessions

The Initiate and conduct remote assist sessions privilege allows the user to use the Remote Assist feature to initiate and conduct native remote assistance sessions with customers.

Listen to call recordings and view chat transcripts on assigned services

With this privilege granted, the user may review call recordings and chat transcripts of the services that the user is qualified to handle (i.e., has corresponding service skills).

Listening to own call recordings and view own chat transcripts

This privilege provides Agent Desktop users the capability, via activity history, to access recordings where the agent participated (at least partially). This privilege applies to Agent Desktop only.

Login to Agent Desktop

Login to Agent Desktop allows the user to log in to Agent Desktop application and perform basic back-office telephony functions. Any user who needs access to Agent Desktop must have this privilege. Note that this privilege alone is not sufficient for performing typical contact center agent work.

Note that any user who logs into Agent Desktop will be counted as a concurrent user for the duration of the login session. Your service provider may impose a limit on how many of your users may be logged on concurrently.

Login to Mobile app

This privilege is required in order to allow users to log into the Bright Pattern Contact Center Mobile app. The Mobile app allows users to handle customer interactions from a supported Android or iOS device. For more information, see the Mobile App Admin Guide. Note that this privilege is not included in any predefined roles.

Make external calls

A user with the Make external calls privilege may make external calls and blind transfers to external destinations from the Agent Desktop application. If the user does not have this privilege, an attempt to make an external call or blind transfer will result in a text error message displayed on Agent Desktop.

Note that the absence of this privilege does not prevent users from making external calls using the dial pad of their hardphones.

Mask interaction content

The Mask interaction content privilege allows the user to mask fragments of original customer email text, chat text, and images. For more information, see section How to Mask Sensitive Data of the Agent Guide. Note that prior to Bright Pattern Contact Center version 5.10.0 this setting was previously known as Mask original email content.

Modify own identification data

The Modify own identification data privilege allows the user to be able to modify specific fields of the user profile. If the privilege is not present, the following fields are locked:

See other agents/teams in directory

This privilege lets the user see all configured teams and team members in the Agent Desktop directory and view their current availability (presence). For more information, see section How to Use the Directory of the Agent Guide.

See other agents’ cases

See other agents’ cases allows the user to see cases handled by other agents. If the user does not have this privilege, the user will be able to see only cases that with which the user has worked. This privilege affects case search only. Absence of this privilege does not affect the user’s ability to receive emails related to existing cases that the user has not worked on.

Send internal chats

The Send internal chats privilege allows the user to initiate internal chat conversations.

Start recording of interactions

With this privilege, the user may start call recording.

Stop recording of interactions

Stop recording of interactions allows the user to stop call recording.

Transfer calls

The Transfer calls privilege allows the user to transfer customer interactions to consultation parties and host conferences (both via-consultation and single-step).

Absence of this privilege does not affect user’s ability to

Transfer cases

The Transfer cases privilege allows the user to transfer cases. When enabled, the Handle email and cases privilege allows users to handle email interactions with customers as well as create and process customer cases, which may include interactions of any media type.

Use Calendar

The Use Calendar privilege enables users to use the Agent Desktop calendar for scheduling.

Use Favorites tab

Use Favorites tab is an agent-level privilege that controls whether the user can see and set favorites from the Agent Desktop application. This privilege is an agent behavior control to prevent users from dialing destinations that they should not based on FCC/TCPA and organizational rules.

Use Recent Calls tab

The Use Recent Calls tab privilege lets the user restrict access to recent calls. This privilege uses TCPA manual dialing to limit which agents can access recent calls.

Use RightNow

Use RightNow allows the user to use Agent Desktop embedded into the Oracle Service Cloud application (formerly called RightNow). This privilege enables access to the Agent Desktop widget within Oracle Service Cloud.

For more information, see the Oracle Service Cloud Integration Guide.

Use ServiceNow

Use ServiceNow allows the user to use Agent Desktop embedded into the ServiceNow application. This privilege enables access to the Agent Desktop widget within ServiceNow.

For more information, see the ServiceNow Integration Guide.

Use Zendesk

With the Use Zendesk privilege, the user may use Agent Desktop embedded into the Zendesk application. This privilege enables access to the Agent Desktop widget within Zendesk. To enable full-screen Agent Desktop view within Zendesk application, the user must also have the Access full Agent Desktop privilege.

For more information, see the Zendesk Integration Guide.

View content of all emails

When enabled, View content of all emails allows users to view the contents of all email interactions, including those not associated with the services they are skilled to handle.

Bright Pattern Contact Center versions 5.9.0 and later will grant this privilege to all existing roles by default except those that have the BPO Reviewer privilege Listening to call recordings and view chat transcripts on services in reviewer role. This applies to the roles of:


Note that the behavior associated with this privilege was the default system behavior before version 5.9.0.

View content of emails on assigned services

When enabled, View content of emails on assigned services allows users to view the contents of email interactions associated only with the services they are skilled to handle (i.e., not all emails).

Within the Agent Desktop application, these viewing restrictions will be applied to all views where email content may appear. The general principles are that unauthorized agents:


For all case preview panes, these principles are implemented as follows:


For email draft view or case detail view, these principles are implemented as follows:


For a contact’s Activities detail pane, these principles are implemented as follows:

Quality Management

Accept/dispute evaluations of their interactions by others

Accept/dispute evaluations of their interactions by others allows the user to accept or dispute a quality management evaluation of herself.

Assign evaluations and calibrations

Assign evaluations and calibrations allows the user to assign quality management evaluations and calibrations to other users.

Confirm evaluations of supervised agents

Confirm evaluations of supervised agents allows the user to accept or dispute quality management evaluations of users with the Supervisor role.

Delete evals completed by anyone

Delete evals completed by anyone allows the user to delete evaluations of agents in the user's assigned team unless the privilege Manage evaluations across teams is enabled for the same user.

Delete evals completed by themselves

Delete evals completed by themselves allows the user to delete quality management evaluations completed by himself.

Edit evaluation forms

Edit evaluation forms allows the user to edit quality management evaluation forms in the Evaluation Form Editor application. Note that if a form is assigned to a service or campaign, to edit it, one needs either the Manage all services and campaigns privilege or the Manage assigned services and campaigns privilege to edit that service.

Edit public interaction searches

Edit public interaction searches allows the user to edit the public searches seen in the Agent Desktop application, section Quality Management > Eval Home.

Evaluate agent interactions

Evaluate agent interactions allows the user to evaluate agent interactions in the Agent Desktop application, section Quality Management when feature Quality Management Pro is on. If feature Quality Management Pro is off this privilege allows the user to grade interactions while monitoring them in real-time via Agent Desktop while reviewing their recordings and transcripts via the Contact Center Administrator application.

Evaluate own interactions

Evaluate own interactions allows users to evaluate their own interactions and is assigned to agents by default; supervisors or evaluators are meant to confirm these evaluations. Note that these evaluations can be confirmed by a user's supervisor or a supervisor assigned to a user's team only.

Manage evaluations across teams

Manage evaluations across teams removes the restriction of only applying actions and accessing the quality management evaluations of the agents in the teams assigned to the user.

See evals of self

See evals of self allows the user to see quality management evaluations of herself as completed by other users.

Security Administration group

Can edit and erase interaction records

This privilege must be assigned to the user account used for retrieval of interaction content and related metadata via the Interaction Content API.


Grant all privileges

Grant all privileges allows the user to grant any privilege, regardless of the user's May grant or revoke settings with respect to specific privileges. This is helpful during product upgrades where new privileges may be introduced.

Manage roles and security settings

With this privilege enabled, the user has full access to the following settings:

Service and Campaign Administration group

Configure reporting settings

With this privilege enabled, the user has full access to the following settings:

Configure system-wide settings

The Configure system-wide settings privilege gives the user full access to all pages of the following menus: Tasks, Call Center Configuration, and Quality Management.

For tasks, note that all users who have the Configure system-wide settings privilege enabled will receive an email notification each time a scheduled task fails.

Control campaign operations

Control campaign operations enables the user to view and control assigned campaigns via Agent Desktop.

A user must have this privilege in order to be available for selection as a service/campaign operator via the Services and Campaigns > Assignments page. In the Agent Desktop application, access will be limited to campaigns where the user is assigned as an operator.

If this privilege is revoked from a user, the user's name will appear in red color in the list of operators of any services/campaigns that the user may have been previously assigned to operate.

Edit knowledge base

The Edit knowledge base privilege gives the user full access to the Knowledge Base via the Contact Center Administrator application. It also allows the user to create articles in the Knowledge Base via the Agent Desktop application.

Note that access to the Knowledge Base via the Agent Desktop application is provided in the context of the services that the user can handle.

Manage leads

Reserved.

Manage all services and campaigns

The Manage all services and campaigns privilege allows the user to configure all existing services campaigns regardless of whether the user is assigned to them as an administrator. Note that in order to assign teams to campaigns, the user must also have the Manage teams privilege.

Another privilege exists to enable the user to access only assigned services campaigns (see below). Note that in order to prevent the user from creating new services and campaigns, both these privileges must be disabled.

Manage assigned services and campaigns

With this privilege, the user has full access to configuration of the services and campaigns that the user is assigned to as an administrator. For more information, see section Services and Campaigns - Assignments Tab.

Note that in order to assign teams to a service/campaign, the user must also have the Manage teams privilege.

Another privilege exists to enable the user to access all configured campaigns regardless of assignment (see above). Note that in order to prevent the user from creating new campaigns, both these privileges must be disabled.

Manage lists

The Manage lists privilege gives the user full access to calling lists and do-not-call (DNC) lists. Absence of this privilege does not affect the user’s ability to associate existing lists with campaigns.

Manage scenarios

The Manage scenarios privilege allows the user to create, view, and edit scenarios. Absence of this privilege does not affect the user’s ability to configure scenario entries and associate such entries with existing scenarios.

Manage skills

With the Manage skills privilege, the user may create and edit existing auxiliary skills and assign skills to agents with specific levels.

Use SMS/MMS API

This privilege must be assigned to the user account used for authentication of SMS/MMS API requests.

Supervision group

All assigned teams combined view

When enabled, this privilege will show, on the supervisor's home screen, the agents from all teams assigned to the logged in supervisor, specifically with the following metrics:

It shows all services that are the teams are assigned to (individual services can be hidden if needed), specifically the following metrics:

Change alert configuration

Users with the Change alert configuration privilege may enable/disable alerts available for some real-time metric displayed via Agent Desktop, change their appearance, and modify threshold values that trigger such alerts.

Note that the ability to set configured alerts as system-wide defaults is controlled via a separate privilege (see Set alerts for real-time metrics system-wide).

If the user does not have this privilege, the Alert Configuration dialog of the Agent Desktop will provide read-only information about the current alert configuration.

Change real-time metric views

The Change real-time metric views privilege allows the user to add metrics to, and remove them from, any real-time metric views of the Agent Desktop application. The user may also change the order in which the metrics appear in the table views.

Absence of this privilege does not affect the user’s ability to add services and campaigns to, and remove them from, real-time metric views.

Note that the ability to set created real-time metric views as system-wide defaults is controlled via a separate privilege (see Set real-time metric views system-wide).

Define/View subteams of selected agents

The privilege Define/View subteams of selected agents enables subteam controls to be displayed in Agent Desktop and the Reports portal. In addition, the privilege allows users to switch between them. Subteams are smaller groups of agents that supervisors have selected from full teams.

Force agent states

The Force agent states privilege allows the user to change current agent states of members of any team that the user is assigned to supervise.

Monitor agent screen

When enabled, the Monitor agent screen privilege allows the user to view and monitor the screens of a selected agent that the user is assigned to supervise.

Monitor interactions

The Monitor interactions privilege allows the user to connect to calls handled by agents that the user is assigned to supervise in silent monitoring, coaching, and barge-in modes. For more information, see section Call Monitoring, Coaching and Barge-In of the Supervisor Guide.

Set alerts for real-time metrics system-wide

This privilege allows the user to set alerts that the user configures as system-wide defaults. Note that in order to use this privilege, the user must also have privilege Change alert configuration.

Set real-time metric views system wide

Set real-time metric views system wide allows the user to set real-time metric views that the user configures as system-wide defaults. Note that in order to use this privilege, the user must also have the privilege Change real-time metric views.

For more information, see section Customization of Metric Views of the Supervisor Guide.

View real-time agent metrics

View real-time agent metrics allows the user to view real-time metrics for the agents of the teams that the user is assigned to supervise.

View real-time service metrics

With View real-time service metrics, the user may view real-time metrics for all services associated with the teams that the user is assigned to supervise.

Absence of this privilege does not affect the user’s ability to view campaign-specific metrics. To prevent access to these metrics, use privilege Control campaign operations (see above).

System Administration group

Privileges associated with system administration are described as follows.

Allow recording export API access

This privilege must be assigned to the user account used for retrieval of interaction content and related metadata via the Interaction Content API].

Bulk Export/Import Contacts

When enabled, the privilege Bulk Export/Import Contacts allows the export/import icon on the Agent Desktop Contacts screen to be shown.

Bypass Single Sign-On

Users with this privilege can log in to any Bright Pattern application (e.g., Contact Center Administrator, Agent Desktop, etc.) via a direct authentication method (i.e., with Bright Pattern username and password), even if a corporate-level single sign-on (SSO) is configured for the given contact center.

Reasons for bypassing a single sign-on environment could include the need to provide only short-term access to a specific user (i.e., local, temporary account creation) or as a backup sign-in procedure should the SSO process not function as desired.

Users without the privilege should not be able to log in with their Bright Pattern credentials when SSO is enabled; they should, however, be able to log in when it is disabled. By default, this privilege is enabled only for the pre-defined System Administrator role.

If SSO is configured for a contact center, users with this privilege can bypass single sign-on by using special URLs that take the following form:

https://<tenant.domain.com>/admin/?bypass-sso=1

https://<tenant.domain.com>/agentdesktop/?bypass-sso=1

Configure Contact Forms and fields

The Configure Contact Forms and field privilege allows users to edit contact, activity history, and augmentation and case forms.

Configure directory

The Configure directory privilege allows the user to create and modify external contacts that appear in the Directory of the Agent Desktop application.

Manage BPO Clients

When enabled, the Manage BPO Clients privilege allows users to:

Manage all teams

If granted the Manage all teams privilege, the user may


For more information, see sections Users, Teams, and Skill Levels.

Note that if a user is assigned as a supervisor of a particular team, the absence of this privilege does not affect the user’s ability to change most of the configuration settings of the given team and its current members.

Manage phones

The Manage phones privilege gives the user full access to configuration of softphones, hardphones, access numbers, and scenario entries. Absence of this privilege does not affect the user’s ability to assign phone numbers to users.

Manage users

The Manage users privilege allows the user to create users and change the configuration of existing users within the team he is part of or that he is a supervisor of.

Privileged Access IP Range

The Privileged Access IP Range privilege allows users (e.g., administrators) to be able to log in to the system from any IP address (e.g., a public place such as a coffee shop). Without this privilege, users can only log in from specific IP addresses.

Publish help

Publish help gives the user full access to configuring help screens.

View audit log

With the View audit log privilege, the user can view the audit log.

View usage data

The View usage data privilege allows the user to access to reports about usage of telecom carriers’ resources via Contact Center Administrator > Reports > Usage.

Miscellaneous Management Functions group

Access Real-time Stats API

The Access Real-time Stats API privilege gives the user access to applications that are connected to Bright Pattern Contact Center via the Real-time Stats API; this includes viewing the wallboard application. Note: The availability of data on the Agent Desktop Home Screen is not affected by this privilege, with the exception of the wallboard icon.

Can see contents of email push queues

This privilege allows supervisors of teams with the push distribution method enabled to view push queues. Push queue items appear in team queues when the “All Services with Push Queues” option is selected; however, it is possible to select only one service and see only its queue.

While looking at a push queue, a supervisor can:

Note that this setting is not assigned to any roles by default.

Can update final dispositions

This privilege enables users to update dispositions when final. A final disposition can be updated in the interaction record by clicking the Change Disposition Change-Disposition-Button-53.PNG button. For more, see the Agent Guide.


For more information about interaction records, see section Interaction Records Search and Search Results.

Can use agent seat maps

This privilege is reserved.

Customize Wallboards

The Customize Wallboards privilege allows additional elements to appear on the user's wallboard. These elements include title, selector, flip arrows, and menu. Using these elements, users can customize the look and display of their Agent Desktop wallboard. Using the Wallboard Layout Editor, cards and cells can be added, deleted, scaled, and expanded using mouseovers, click-and-drag, and drag-and-drop movements.

Delete cases

The Delete cases privilege allows the deletion of cases. If enabled, users can delete individual cases via the Agent Desktop. When a case is deleted, all interactions related to a case are deleted.

Download recordings and transcripts

With this privilege, the user may download call/screen recordings, chat transcripts, and email messages from the interaction search and review pages of the Contact Center Administrator application.

Listen to recordings linked to external CRM records

This privilege allows the user to listen to call recordings linked to activity history in the CRM records.

Listening to all call recordings and view all chat transcripts

With Listening to all call recordings and view all chat transcripts, the user may review voice recordings and chat transcripts via the Contact Center Administrator application.

Absence of this privilege does not affect the user’s ability to review screen recordings in the Agent Timeline or email messages in the Interaction Search.

When removing this privilege from a user, make sure this user also does not have the privilege Listen to call recordings and view chat transcripts for assigned services in the BPO Client group (see below).

Manage canned chat responses system-wide

The Manage canned chat responses system-wide privilege allows the user to make canned chat responses available to all other agents of the contact center. For more information, see section How to Create and Edit Canned Chat Responses of the Agent Guide.

Pull screen pop

Pull screen pop allows the user to get snapshots of the Context Information Area of the desktops of agents that the user is assigned to supervise. Note that in order to be able to get a snapshot, the user must be connected to the agent in one of the call monitoring modes. Thus, the user also must have the privilege Monitor interactions (see above).

Push/Pull Global Wallboards

Users with the privilege Push/Pull Global Wallboards can push their personal wallboards to other users and/or teams, as well as pull shared wallboards from a global pool. Note that only global wallboards can be pulled.

View historical reports

The View historical reports privilege allows the user to generate and view reports via the Contact Center Administrator application. Absence of this privilege does not affect the user’s ability to access any of the general reporting settings or be a recipient of emailed scheduled reports.

View interaction records

With this privilege, the user may search for and review interaction records via the Contact Center Administrator application.

Absence of this privilege does not affect the user’s ability to generate and view the Call Detail Report or Email Detail Report. To prevent access to these reports, use privilege View historical reports (see above).

Watch agent screen recordings

The privilege Watch agent screen recordings allows supervisors to search for and view the screen recording sessions of agents on their teams. The screen recordings appear in interaction records in agent timeline searches. If a screen recording is available for the selected agent, and if the privilege is enabled, then the Watch screen recording button is shown to the supervisor.


BPO Client group

Listening to call recordings and view chat transcripts on services in reviewer role

With this privilege granted, the user may listen to call recordings and view chat transcripts of the services to which the user is assigned as a reviewer.







My Cases Interface

In order for you to better understand all the things you can do in My Cases, you will need to get familiar with all the working parts and pieces, how cases are displayed, and so forth. The following describes what you will see in this section of Agent Desktop.


My Cases as seen by a supervisor


Header

Disposition Buttons

The optional disposition buttons can be found at the top of your team queue and personal queue toolbars. These buttons allow you to quickly disposition emails and remove them from the queue without having to open them. The View button, likewise, allows an agent or supervisor to review a case without opening or assigning the case. Note that the dispositions these buttons correspond with, as well as the icons displayed, are set by your system administrator (i.e., these buttons will look different for every contact center).

To use disposition buttons, click the checkbox to the left of the selected email(s); the available buttons will appear in the toolbar and can be selected. Buttons corresponding to either a Final disposition or Spam disposition apply the Resolved state to all selected emails. Buttons mapped to the Nonfinal disposition type do not apply a different state to the selected emails (i.e., all selected emails will retain the New state).


How disposition buttons look in a team queue toolbar


SLA Icons

If a particular queue contains emails with SLA over 90%, a half-grey dot is displayed on the queue tab; if a queue has contains emails with SLA breached, a filled orange dot is displayed on the queue tab.


Queue icons


Importance Indicators

If an email was sent with either high importance or low importance, the following indicators will be displayed:


Normal emails do not display any importance indicators. For more information about importance, see the Contact Center Administrator Guide, section Configuring High-Importance Email Routing.


Emails with high-importance indicators may need to be reviewed first


Team Queue

The Team Queue is your team's email inbox. Note that if your contact center distributes email through the push method, emails will route directly to your Personal Queue.

You may see some cases in the queue highlighted with bold text. This means one of the following: A case has been transferred to this queue by another agent or the customer sent another email with respect to an existing case in your queue and you have not read it yet. Such cases will remain highlighted until you open them, pin them, disposition them, or change their state.

View button

The view 2021.08.20 AD viewbutton.png button allows users to view an email or case without taking ownership of the email or case.


2021.09.23 AD ViewButtonPreExpanded.jpg


View button expanded


The View button allows a user to open a case note without opening an email or case and is available from:


Note: When assigning a case (depending on your contact center settings), some users may be able to add an additional case note to cases without opening the case or changing their current state. This is done as if it were added within an already opened case.

Assign button

The assign My-Cases-Assign-Button-53.PNG button allows supervisors to assign an email to an agent on their team.

Note: When assigning a case When assigning a case you can add an accompanying note directly in the assignment dialog.


2021.10.08 AD AssignmentTransferNotes.png


Grab button

If pull queue is enabled, the Grab My-Cases-Grab-Button-53.PNG button allows you to take a case from the team queue; when grabbed, the case will appear in your Personal Queue.

Spam button

The spam My-Cases-Spam-Button-53.PNG button removes selected cases from your Team Queue. Note that this button does not function as a spam filter; spam filters are managed by your contact center's administrators.

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases from your Team Queue.

Case Filters

Case filters allow you to quickly organize and sort through your Team Queue's emails. The following filters are available.

Service

If you have access to more than one service, the service filter allows you to sort emails per service. Additionally, supervisors have the ability to filter per email distribution type (i.e., push or pull). The number beside the service is the number of emails for the currently selected service. Multiple services can be selected at once.


Service filter


Languages

The languages filter allows you to sort your emails by the languages recognized by your contact center.


Languages filter


Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. Case details filters include the following:

Create time

Create time is the time the case first arrived in your contact center or was created.

Update time

Update time is the time the case was last updated.

Last customer update

Last customer update is the time a customer last interacted with your contact center through a given case.

SLA Age %

The SLA Age % filter displays cases by age according to your contact center's SLA percentage. SLA, which stands for "service level agreement", is the percentage of emails associated with a service that must be replied to within the specified amount of time (i.e., hours or days); this percentage is relative to all replied emails.

From

From displays cases in alphabetical order based on the name field.

Subject

Subject displays cases in alphabetical order based on the subject line.

Flag

The Flag filter allows those cases that have been flagged to be displayed at the top of the queue.


Case details filter


Target time

The target time bar is located to the right side of all cases and is a visual indicator of SLA. It comprises five squares, which are empty when a case arrives at your contact center; as time progresses, the squares gradually fill until the target time is exceeded and all are eventually greyed out.


Target time

Personal Queue

The Personal Queue is the destination for emails you have grabbed, have had assigned to you by a supervisor, or not immediately accepted (i.e., if your contact center uses push method of distribution). Like in Team Queue, you can use the case details filter to sort your cases, as well as see the target time. Additionally, if you are a supervisor, your Personal Queue will contain an assign button, allowing you to assign cases to agents on your team.

You may see some cases in your queue highlighted with bold text. This means one of the following: (1) a case has been recently assigned to you by a supervisor, (2) a case has been transferred to you by another agent, or (3) the customer sent another email with respect to an existing case in your queue and you have not read it yet. Such cases will remain highlighted until you open them, or pin them, or disposition them, or change their state.

You can see the number of unopened cases at the top of your personal queue tab or in the My Cases badge 2021.09.24 AD MyCases.IndicatorBadge.png icon.


Unread emails are indicated by the bold text. This agent has no unread emails in their personal queue


Agents have various options to note updates or new cases/emails within both team and personal queues


Move to TQ button

The Move to TQ My-Cases-Move-to-TQ-Button-53.PNG button allows you to move a selected case from your Personal Queue back to the Team Queue.

Compose email button

The Compose email New-Case-Compose-Email-Button-53.PNG button allows you to create a new case. For more information, see How to Create New Cases.


Personal Queue view


Contact Has Other Cases with Updates

The orange circle in the lower right corner of a contact is a badge that shows if a customer has other cases beyond the current case awaiting dispositions, allowing agents to see if a customer has sent multiple separate emails that have resulted in separate cases. The number of other cases with updates is marked within the badge circle. These cases can be located in various agents’ queues, both team and personal.


2021.09.23 othercaseswithupdatesorangeicon.png


Pinned Cases

Pinned cases are the cases you want quick access to for any number of reasons (e.g., historical reference, examples, etc.). When you pin a case, it acts as a shortcut. All cases that you pin will be kept in your personal Pinned Cases section. Additionally, you can sort these cases with the following filters:


Pinned Cases view


Case View Panel

Case Header

The case header area displays information related directly related to the case. The following is a list of the type of information you can see.


An example case header


Case number

Case number is the number assigned to an interaction in chronological order. All emails to your contact center are automatically assigned case numbers; manually created cases receive these numbers, too. To manually create cases from other types of interactions, see How to Create New Cases.

Subject

This is the subject line of the email/case.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that links may be pasted into your web browser's search bar or into the search bar to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6). Note that it is possible manually enter a link to access the same case with the following formats:

If case links are pasted in internal chats, they may be displayed in the following formats for the most compact view:

Current assignments

Current assignments are basic historical details related to the case. The following is a list of the types of information you can see in the case header.

Reporter

The reporter is the identified customer who contacted your contact center.

On copy

On copy is an unidentified customer who contacted your contact center.

State

State displays the current case state. Note that if the state is Pending, the pending reason will be displayed, also.

Assigned to

Assigned to displays the name of the agent the case is assigned to.

Pinned by

Pinned by displays the name of the agent or supervisor who pinned the case.

Content filter

The Content filter allows agents to filter the content of a case’s activity history. There are two content-filtering options: Conversations and Events

If Conversations is selected, the following is displayed:


If Events is selected, the following is displayed:


Note that interaction content includes recordings, transcripts, and email bodies and attachments.

Case History

Case history is displayed in each case as records showing completed actions; the date and time the action was completed is displayed. The following is a list of what is considered a completed action:


If your contact center uses email, a variety of information is included in the history in per email, specifically:


An example of how case history actions look


Load Content buttons

If the case or email you are viewing in the case view panel has many case history actions, you can browse through by selecting the load content buttons.

You may select either the Load-older-content-july2021.png load older content button or the Load-newer-content-july2021.png load newer content button to view more case history actions.

If a case or email has many associated history actions, you may see the Loading-content-july2021.png load content indicator until the desired content has loaded.


A load content button

Case Footer

The case footer displays several of the same buttons seen at the top of the Team Queue (e.g., Grab, Spam, etc.). Additionally, the footer contains the Open My-Cases-Open-Button-53.PNG button, which opens the case, and the case state button, which will display the current case state.


An example case footer