What's New

Bright Pattern Documentation

Generated: 8/18/2022 10:25 pm
Content is available under license unless otherwise noted.

About

What's New describes the features and enhancements that have been added in the current version of Bright Pattern Contact Center. Additionally, this guide contains previous Bright Pattern Contact Center release notes starting from version 5.2.0.

Audience

This guide is intended for personnel responsible for contact center operations, supervisors, and agents.


Known Issues and Workarounds

This page provides information about known issues for Bright Pattern Contact Center software.


Reports do not display properly in Firefox 67

Due to a JavaScript root name conflict between Google Web Toolkit (GWT) and Firefox, reports are not displaying in Firefox 67—running a report brings up a blank browser tab.

As a workaround to this issue, we recommend doing the following:

  1. In Firefox, navigate to about:config to bring up preferences.

  2. Search for preference security.webauth.u2f

  3. Set the value to false by double-clicking on the preference.


Embedded Agent Desktop Widget in Safari

Due to recommended system changes that address cookie handling in Chrome 80, the Embedded Agent Desktop widget (i.e., iframe) will not work in the Safari web browser. This issue affects only customers who use integrated Bright Pattern Contact Center software in third-party applications (e.g., Salesforce, Zendesk, etc.). Currently, Apple is working on a fix for this issue. Our recommended workaround is to use a web browser other than Safari. Note that users may still access the regular Agent Desktop application on Safari.


Externally Linked Images in Jaspersoft Reports

Bright Pattern tightened the security addressing a recently discovered Jaspersoft reports vulnerability in 5.5.5. As a result Jaspersoft reports cannot use links to external URLs (e.g., links to custom logos). Bright Pattern suggests using embedded images in reports, if a custom logo is absolutely necessary.


Workaround for Integration With Multiple Salesforce Accounts

If your contact center requires multiple Salesforce integration accounts to be configured, it is likely that you will encounter issues when requesting access tokens for any integration account other than the initial one.

That is, if you have successfully configured one integration account, while completing step 2 of the Add Salesforce Integration Account in Bright Pattern procedure for a subsequent account, when you reach the point where you click Request token, the login window that pops may appear with the URL of the initial Salesforce integration account.

Should you experience this issue, take the following steps:

  1. After configuring the initial account, clear all cookies from your web browser. Note that this action will log you out of the Contact Center Administrator application.
  2. Log back into the application and complete step 1 and step 2 of the procedure.
  3. When you reach the point in step 2 when you click the Request token button, a window will pop. Ensure that the URL in this window matches the Url configured in the basic properties for the subsequent account.


Note that this workaround applies to all versions of Salesforce (i.e., Classic, Lightning, and Service Cloud).


Windows Administrative Remote Assist Task Manager

Due to Windows Security features, agents may lose mouse and keyboard control over their Remote Assist sessions, but this will only occur when ALL of the following are true:


No matter how the Task Manager is opened, this specific combination of events may cause the agent to lose keyboard and mouse control.


To work around this issue:





5.18.2 Release Notes

Bright Pattern Contact Center version 5.18.2 is a release that includes new features and improvements.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.

Notices

Browser Support Changes

In November Bright Pattern will discontinue support for Internet Explorer 10 (IE10) and Internet Explorer 11 (IE11). Existing applications may continue to work for a time after discontinuation, but Bright Pattern will no longer test products in IE10-11 or fix IE10-11-related issues.

OS Support Changes

Support for Windows 7 is discontinuing, as is support for Ubuntu 18.04.


New Recommendations

Recommended Operating Systems

Recommended Browsers


Changes in System Behavior

The existing WFM integration is renamed to Aspect WFM throughout the system.


Added/Updated Features

The following features have been added or updated for this release.

Calabrio WFM Integration

This release introduces integration with Calabrio WFM, which supports both forecasting and the real-time agent adherence functions of the Calabrio WFM application.


Remote Assist

The Remote Assist feature has reduced bandwidth requirements, reduced latency, and improved stability.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.





5.18.0 Release Notes

Bright Pattern Contact Center version 5.18.0 is a release that includes new features and improvements.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

Dialer Pre-Release Opt-In

This version of Bright Pattern's Contact Center includes a pre-release of a new Dialer functionality. By default, new dialer functionality is not yet available for all tenants. If you wish to participate in early adoption, open a support ticket via support.brightpattern.com.

Browser Support Changes

In November Bright Pattern will discontinue support for Internet Explorer 10 (IE10) and Internet Explorer 11 (IE11). Existing applications may continue to work for a time after discontinuation, but Bright Pattern will no longer test products in IE10-11 or fix IE10-11-related issues.

OS Support Changes

Support for Windows 7 is discontinuing, as is support for Ubuntu 18.04.

New Recommendations

Recommended Operating Systems

Recommended Browsers


Changes in System Behavior

Dialer Pre-Release

This version of Bright Pattern's Contact Center includes a pre-release of a new Dialer functionality. Please note that, by default, new dialer functionality is not yet available for all tenants; it is only available to those who have requested early adoption. If you wish to participate in early adoption, open a support ticket via support.brightpattern.com.

Individual calling records can now be personally assigned for situations where all communications related to a case must be handled by a single individual. Previously, "Agent Login ID" was used only during preview campaigns to assign call list records to specific agents. Now "Agent Login ID" is also used during Progressive campaigns to assign appropriately-skilled agents to specific call records so long as the agent belongs to the team assigned to the campaign or has been individually assigned the campaign skill. This enables call centers to assign agents possessing several skills to multiple campaigns. Call lists can now be sorted by "Agent Login ID" to best track these personal assignments.

This update includes one new disposition for calls routed to individual agents: No Assigned Agent - Before Answer. This disposition occurs prior to the outbound call being answered when the dialer sees that the assigned agent is unavailable.

Improvements were also made to the overdial rate settings. In the current dialer, you can set an initial overdial rate when you configure a progressive campaign in the Contact Center Administrator. After some time, however, when the dialer has accumulated enough data, it will automatically switch to a calculated overdial mode, based on the actual answering rate. The overdial rate in the new dialer can now be set to a constant overdial rate that does not adjust automatically, but simply follows the indicated setting.

Listen to Recordings Linked to External CRM Records Privilege

Inconsistent application of the privilege Listen to Recordings Linked to External CRM Records has been fixed. Going forward, this privilege is required for listening to recordings via external CRM activity records. Always ensure that this privilege is enabled for users if you are integrated with an external CRM, and your users access call recordings via links in the CRM records.

Added/Updated Features

The following features have been added or updated for this release.

ServiceNow Widget Update

ServiceNow version 2.20 for the embedded widget has been updated. The fixes and enhancements include:


Dialer Pre-Release

This version of Bright Pattern's Contact Center includes a pre-release upgrade of new Dialer functionality. Please note that, by default, new dialer functionality is not yet available for all tenants; it is only available to those who have requested early adoption. If you wish to participate in early adoption, open a support ticket via support.brightpattern.com.


Functionality includes the following new features:


Personal Assignments for Progressive Campaigns

It is now possible to use Agent Login ID to assign specific agents to call records when running progressive campaigns.


Option to Sort Lists by Personal Assignment

New dialer functionality includes the ability to sort call records by Agent Login ID.


Assign Agents from Different Services to Multiple Campaigns

Rather than assigning teams from different services to multiple campaigns, agents can be assigned to call records from multiple campaigns based upon skill. This means that any agent, if assigned their own set of skills, will be able to answer calls from any campaign where they have skills assigned.


Constant Flat Dial Rate for Progressive Campaigns

New dialer functionality includes an option for a constant overdial rate. This means the system will not automatically adjust the overdial rate; instead, it maintains the rate indicated in the original Overdial Rate, % setting.


Contact Center Administrators

Survey EMail Block Expanded in Scenario and Workflow Builders

Starting from this release, surveys are supported for email interactions. Surveys are now also correctly reflected in the aggregated reports, regardless of when they were completed.


Configurable Timeout Implemented in Scenario and Workflow FetchURL Blocks

The FetchURL scenario and workflow blocks now have the option to set a timeout for situations when processing external web service API requests runs longer than expected. This option allows scenarios and workflows to move to the next block if there is no API response within the time configured. The range for this field is between 2 and 100 seconds; when left blank, the set time defaults to 100 seconds, which is consistent with current system-wide settings.


System Management

IBM Watson STT Options Selection

RTP Processor supports the latest set of language models (_Telephony) recommended by the IBM Watson Speech-to-Text (STT) engine. In addition, system administrators can now explicitly specify the desired language model for a language using RTP Processor advanced options. Two options are provided: NarrowbandModel or _Telephony.

For more information, see the Advanced Configuration Options, section RTP Processor.


Other Features

Remembering the Last Selected Service for Outbound Emails

The email draft editor selector forced agents that were sending unsolicited outbound emails to select a service every time a new outbound email was sent. Unselecting the Reset selected service for outbound calls after each call checkbox in the Contact Center Administrator now allows the email service selector to remember and display the default service chosen by users until another service is selected.


CRM Widgets Display Real-Time Information

The directories of the CRM widgets (e.g., Zendesk, Microsoft Dynamics, ServiceNow, SFDC Service Cloud and SFDC Lightning) can now display real-time information about the status of agents and services in the same way this information has been available in the directory of the Agent Desktop application.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




5.17.0 Release Notes

Bright Pattern Contact Center version 5.17.0 is a release that includes new features and improvements.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

Browser Support Changes

Bright Pattern will discontinue support for Internet Explorer 10 (IE10) and Internet Explorer 11 (IE11). Existing applications may continue to work for a time after discontinuation, but Bright Pattern will no longer test products in IE10-11 or fix IE10-11-related issues.

OS Support Changes

Support for Windows 7 is discontinuing, as is support for Ubuntu 18.04.

New Recommendations

Recommended Operating Systems

Recommended Browsers


Changes in System Behavior

Ring-Back Tone Plays Immediately to Callers

Previously, for any inbound and/or internal call delivered to any contact center destination, the system would wait for a progress response (e.g., SIP "180 Ringing") from the receiving side before playing the ring-back tone to the caller. Now, by default, the system will start playing the ring-back tone without waiting for the SIP response (i.e., as soon as the call is routed).

This change is made to ensure callers will not experience an extended period of silence before receiving the ring-back tone (or answer) when their calls are routed to mobile agents. In the Bright Pattern Mobile app, which is likely to often be in sleep mode when a call arrives, the SIP response can be sent only after the app "wakes up" (i.e., when the agent reacts to the push notification).

This new default behavior applies to calls delivered to all types of endpoints, including the Mobile app, the Agent Desktop application, all CRM widgets and hardphones, and should generally go unnoticed by callers.

If necessary, your service provider can revert your contact center to the previous behavior. Note, however, that in this case your customers may experience an extended period of silence prior to ring-back tone or answer if/when their calls are delivered to agents logged on mobile devices.


Activity History for Inbound Interactions

Previously an agent party was added to activity history only for the agents that accepted an incoming interaction. Starting from this release, an activity history record will also be created for agents who reject an interaction or do not answer it within a No Answer timeout. This may affect scenarios/workflows where a BP Search Object block is used to find out who handled the interaction. If you use such logic in any of your scenarios or workflows, you may need to implement additional checks to verify actual agent involvement; please contact our Customer Success team for more information.


Use of CNAM Info in Automatically Created Contacts

Starting from this release, if automated contact creation is used for incoming calls, the name portion of the CNAM will be used to populate the "First Name" and "Last Name" fields of the created contact.


Added/Updated Features

The following features have been added or updated for this release.


Agents

Bright Pattern Mobile App

Bright Pattern is pleased to announce the addition of the Bright Pattern Mobile app to Bright Pattern Contact Center (BPCC) software. The Mobile app is modeled after the Agent Desktop application and is available for both Android and iOS operating systems. It lets agents take Agent Desktop on the go, allowing them to continue to provide services to your customers while they are away from their desks.

All calls and messages sent to and from the Mobile app pass through the BPCC platform. As such, all of the essential contact center functions can be applied to these communications (i.e., routing, reporting, and recording).


Agents can use the app to:


The Mobile app is available for iOS versions 14.4 and later and Android versions 8.0 and later. You may download the Mobile app from the App Store or the Google Play store. Note that before your users can log in via the mobile app (1) your service provider needs to enable the mobile capability for your contact center and (2) you need to enable the new Login to mobile app privilege for all those users. For more information, see the Bright Pattern Mobile App Administrator Guide.


Administrators

Mobile Information for Admins


Omni DID

This version of Bright Pattern Contact Center software introduces Omni DID. This is a feature that utilizes our software’s built-in omnichannel functionality, allowing direct connection between customers and agents through personally assigned numbers or extensions; it is available for voice channels and SMS channels. Additionally, Omni DID lets you customize built-in system scenarios for the purpose of saving activity history to CRM integrations and more.

Our Omni DID documentation covers the following:


For more information, see Administration Tutorials.


Embedded Agent Desktop Widget

The new Embedded Agent Desktop Widget has an upgraded user interface, streamlined and designed for superior usability and visual design. A new comprehensive API underpins this enhancement, providing flexibility and exceptional usability.

If your contact center uses a custom CRM integration or a website, with the Embedded Agent Desktop Widget, your agents can focus on their current workspace, concentrating their work on tickets and cases while Bright Pattern's Embedded Agent Desktop Widget makes communication set up easier.

For agent tutorials, see Agent Tutorials.


Agent Desktop Client-Side JavaScript API

The Agent Desktop Client-Side JavaScript API powers the Embedded Agent Desktop Widget,” allowing you to add widget functionality to your website (e.g., a custom CRM).

This API allows you to access a number of Bright Pattern Contact Center Agent Desktop application functions from the web pages or iframes loaded into this application from other domains.

Note: The Agent Desktop Client-Side JavaScript API is intended to replace the functionality of both the Desktop JavaScript API and the Embedded Agent Desktop API; both of these APIs will continue to be supported until further notice.


Outbound Messaging Campaign Enhancements

Version 5.17 includes several features that expand the functionality of Outbound Messaging (i.e., SMS) campaigns. These features allow you to:


"Agent Login/Logout" Report

It may be helpful for supervisors, managers, and support teams to have granular knowledge of the technical details for a user’s login session, such as whether a specific user was logged on via mobile device or desktop computer or their operating system. These customizable options can be added to reports or report templates in the Login/Logout Report.


Other Features

Also included in this release are the following features:


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.


Version 5.16.0

Bright Pattern Contact Center version 5.16.0 is a release that includes various features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

"Terminate Calls on Voice Recording Failure" Is Now a Tenant Feature

The Service Provider application now includes the Terminate calls on Voice Recording failure tenant option, which allows the system to terminate calls in cases when the system can detect a failure to record a call.

If you had previously enabled the tenant advanced option terminate_calls_on_voice_recording_failures, upon upgrading to this version of Bright Pattern Contact Center software the system will read the defined value of the advanced option and initialize the feature checkbox accordingly. If this option was not previously defined, the feature is not enabled.

Support for Internet Explorer 11 Will Be Discontinued in Six Months

In November of 2022, Bright Pattern will discontinue support for Internet Explorer 11 (IE11). Existing applications may continue to work for a time after discontinuation, but Bright Pattern will no longer test products in IE11 or fix IE11-related issues.


Changes in System Behavior

Feature for Ending Calls When Recordings Fail Moved

The Service Provider application now includes the Terminate calls on Voice Recording failure tenant option, which allows the system to terminate calls in cases when the system can detect a failure to record a call. Enabling this setting can help tenants stay compliant with legal recording requirements.

Added/Updated Features

The following features have been added or updated for this release.

Agent Desktop

Services Dashboard for Managing Demand Against Resources

Bright Pattern is pleased to announce the addition of the Services Dashboard, a feature that allows supervisors that have been granted appropriate privileges to compare service demand against available contact center resources (i.e., agents).

Using historical data, the Services Dashboard presents lets your supervisors review and analyze essential workforce management elements, including:

The dashboard helps supervisors to identify critical over- and under-staffings and, thus, can highlight the need for workforce management improvements.

Note that this feature must be enabled for your contact center by your service provider. For more information, contact your service provider. For service providers, see the Service Provider Guide, section Services Dashboard Configuration.

Contact Center Administrators

Agent Desktop Helper Application Security Enhancements

Additional security enhancements are implemented in the Agent Desktop Helper Application. It will now work only with configured sites (domains.) Administrators can configure a list of approved sites for agents to access.

Disaster-protected Call Recording Option

This version of Bright Pattern Contact Center software introduces an option to make and store voice recordings of every call in two separate locations. This guarantees availability of recordings in case of a single failure of any component involved in the process of voice recording and/or storage. For more information, contact your service provider.

Historical Records of Recording Failures

If your contact center uses voice recordings features, this release now includes information that explains why the recording started and why it stopped. If a recording stopped due to a failure, information about the type of failure is also provided. Specifically, this information is added to the voice_recording table via the following fields:

Localized Bright Pattern Contact Center Applications and Modules

The following applications and modules have been localized:

Microsoft Azure Client Secret Expiration Tracking

If your contact center integrates with Microsoft Teams or uses the Microsoft Graph API as a method for email authentication, client secret expiration dates are now displayed adjacent to where the client secrets are entered. Specifically, admins may view the Microsoft Team client secret expiration date in the Contact Center Administrator application, section Call Center Configuration > Integration Accounts; service providers will be able to see the Microsoft Azure/ Graph API client secret expiration in the Service Provider application, section System Configuration > Email Settings.

Preventing Multiple Callback Requests from Same Caller

Starting from this release, the If scenario block contains an option that allows the system to check if a callback was already scheduled for a caller in the virtual queue. Repeated callback requests can be terminated with an announcement. This helps your contact center avoid making additional/unnecessary callbacks.

Routing Option in the "Find Agent" Block

Starting from this release, the Find Agent scenario block includes the routing option Ignore agent idle time and relative allocation of their capacity. When enabled, this option allows interactions to be routed to agents at a random distribution (i.e., it ignores the configured omni-channel routing strategy). A random distribution can alleviate situations where more new leads are routed to agents responding to past interactions rather than agents attempting to handle active interactions.

Strip Domain Suffix From SSO Login Names

For contact centers that use Single Sign-On (SSO) integration accounts, the setting Strip domain suffix from login names is added. When this checkbox is selected, this option removes the domain suffix from user logins. For example, jane.doe@website.com would be converted to simply jane.doe. If the box is unchecked, the full login name will be used. This box is unchecked by default.

Web Chat History Displayed in Chat Widget

For a chat interaction that is part of an identified case, it is now possible to display transcripts of the previous chats within the same case to all chat participants.

The chat history is stored on the server side. As a more secure method of chat history storage and delivery it takes precedence over the previously available client-side anonymous chat history method if both are enabled.

On the agent side, the chat history is provided directly in the chat window, so both the customer and the agent see the exact same chat history. On the agent side, chat history is supported in the Agent Desktop application and in the Embedded Agent Desktop widgets (i.e., in CRMs).

Note that chat history relies on case identification and needs to be specifically enabled in the Set Case scenario block or via a corresponding variable as explained in this tutorial.

Service Providers

Disaster-Protected Recordings for Tenants

For call centers where call recordings are a critical part of the business process, this version introduces the Disaster-Protected Recordings option. When enabled, each call will be recorded twice in two separate locations. This guarantees recording availability in case of a single failure of any component involved in the process of voice recording and/or storage.

“Availability” covers the specified retention period and includes export, playback via Bright Pattern Contact Center (BPCC) software, downloads, and access via API. The option is configured by the service provider and is transparent to the tenant admins. All recording-related functions/controls are the same: if a recording is not present in the primary storage, BPCC will retrieve a copy from the backup storage “behind the scenes” as needed. Please note that when the Disaster-Protected Recordings feature is enabled (for all or majority of the tenants in a cluster) each RTP Processor instance will consume slightly more CPU resource.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.15.0

Bright Pattern Contact Center version 5.15.0 is a release that includes various features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

There are no important notices for this release.


Changes in System Behavior

This section describes changes in system behavior for this release.

Email Behavior Update

This release fixes some inconsistencies in the default content of the email subject and To: fields presented when a case's email draft is opened from various Agent Desktop screens. The unified behavior is as follows:


The above unified behavior is based on what is shown in the draft when a case is opened from an email queue; the change only affects the draft when it is opened from the Case Search page.


Added/Updated Features

The following features have been added or updated for this release.

New Report Delivery Options

If your contact center schedules reports for distribution via email or FTP/SFTP, this version of Bright Pattern Contact Center introduces the option to deliver reports in either a compressed or an uncompressed format. Compressed reports will be delivered as reports (.CSV) in a .ZIP file; uncompressed reports will be delivered as the specified file type as individual attachments.

If you are upgrading to this version, note that the existing method of delivery (i.e., compressed .ZIP files) will not change (i.e., the setting will be enabled); however, this option is disabled by default for new contact centers. For more information, see the Reporting Reference Guide, section Scheduling Reports.

New Report Delivery Variables

The following variables for email and FTP/SFTP report delivery are now available:


These variables display the beginning and end date (respectively) of the interval defined in the Report parameters setting of the Parameters tab; the format is YYYYMMDD and does not include a timesta|mp. For more information, see the Reporting Reference Guide.

Configurable Case Properties in the Case Search List View

In the Agent Desktop application, section Search & Preview Records, it is now possible to configure case properties that are shown in the case search list view. The selectable case properties include the following:


For more information, see the Agent Guide, section Search & Preview Records Interface.

Full Email Header Information Now Included in Email Threads

For contact centers that use email, if an email is included in a case, the following email header information is now included for each email in the email thread:


For more information, see the Agent Guide, section Cases, Email, and Threads.

Recipients Added in Email Reply Displayed in Case Activity Records

For contact centers that use email, if an agent sends a reply to the customer and adds another recipient to the To:, Cc:, or Bcc: field, these additional recipients are now displayed in the case's activity records. For more information, see the Agent Guide, section My Cases Interface.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.14.0

Bright Pattern Contact Center version 5.14.0 introduces our new Remote Assist feature.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Changes in System Behavior

There are no changes in system behavior for this release.


Added Features

The following feature is added for this release.

Bright Pattern Remote Assist

This version of Bright Pattern Contact Center introduces Remote Assist capabilities, which allow users to see and interact with a customer’s desktop computer screen, as well as view a customer’s mobile device. This ability allows Bright Pattern users to help their customers by working the customer’s computer remotely as easily as if they were in the same room.

Bright Pattern Remote Assist allows your agents to do the following:


The Remote Assist feature requires a license; without the license, Bright Pattern Contact Center remains the same as in the previous version. For more information on how to obtain a license and turn on Remote Assist, please contact Bright Pattern Customer Success.


Feature Highlights

Easy to Use

Agents with the privilege Initiate and conduct remote assist sessions enabled and permissions granted simply log into the Agent Desktop application and the Remote Assist feature is ready to use. Sessions are displayed one at a time; however, more than one Remote Assist session can be active simultaneously (i.e., depending on your contact center’s settings).


Sessions Can Be Initiated for Chat/SMS or Voice Interactions

Remote Assist sessions can be conducted for web chat, SMS, and voice interactions. For chat /SMS interactions, clicking a button preloads a link to a Remote Assist session into the user’s chat input box while simultaneously opening a Remote Assist session in Agent Desktop. For voice interactions, the agent can read an URL address and PIN for the customer to enter into their browser to enter a session. Short links have been enabled for easier readability. For both interaction types, customers will need to download and grant permissions for a Remote Assist application. MacOS users may need to take additional steps initially to grant permission.


Session View Can Be Popped into a Separate Browser Window

Agents can pop Remote Assist sessions into a separate browser window for easier viewing and interaction. If the agent wishes, the browser can remain open after the session has ended and any new Remote Assist session will open in the expanded window automatically. If agents switch back and forth between different customer interactions, the active remote sessions will present in the separate, popped window.


Switch Between Customer Monitors

While using Remote Assist, agents can click one button to rotate through any monitors available for viewing on a customer’s system.


File Exchanges

Depending upon privileges granted by your contact center, Bright Pattern agents may exchange files of up to 100 MB both to and from a remote desktop during a Remote Assist session.


Clipboard Synchronization For Text Exchange

By clicking the Sync clipboard checkbox, agents can remotely copy and paste from their desktop to the customer’s machine, and vice versa. For browsers that do not support this functionality, the synchronization option is grayed out.


Multiple Agents Can Participate on a Remote Assist Session

An agent conducting a Remote Assist session may invite another agent or supervisor to join the interaction. Once the invitation is accepted, both agents are capable of seeing and controlling the customer's screen; however, only one agent may have control of/interact with a customer’s screen at a time.


Transfer Remote Assist Session Transfers

When transferring an active interaction with a Remote Assist session to another agent, the session is also transferred; this applies to warm transfers and blind transfers. For blind transfers, note that the Remote Assist session will continue and not be terminated so long as the customer remains in the queue, though there may be no agent currently available to receive them. Joining PINs will expire after the last agent quits the session.


Sessions Remain Active

Remote Assist sessions remain active so long as at least one agent is participating in the session. If either the agent or the customer leaves the session accidentally, they have 30 seconds to rejoin the session by clicking on the Join button in the initial screen before the session is terminated. If the session is terminated, a new session must be initiated.


"Send Keys" Sends Keystrokes to User’s Computer

If agents need to invoke specific keystrokes for remote computers during Remote Assist sessions (e.g., "Ctrl+Alt+Delete"), the Send Keys button sends the keystrokes that cannot be transmitted naturally.


Admins

Remote Assist Tutorials

Administrators will be responsible for managing certain aspects of Remote Assist usage and configuration, including role and privilege assignment, Windows elevation, automatically popping Remote Assist for agents, and preinstalling the Remote Assist Client application (i.e., if Remote Assist will be used inside of your organization). For more information, see Tutorials for Admins, section Remote Assist.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.

Windows Administrative Remote Assist Task Manager

Due to Windows Security features, agents may lose mouse and keyboard control over their Remote Assist session, but this will only occur when ALL of the following are true:


No matter how the Task Manager is opened, this specific combination of events may cause the agent to lose keyboard and mouse control.


To work around this issue:



Version 5.10.0

Bright Pattern Contact Center version 5.10.0 is a release that includes various features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

This section contains important notices for this release.

Supervision Privileges Changes

Bright Pattern is revising the license requirements for privileges in the Supervision group. Although some Supervision functions have a direct impact on the system's performance, others do not. As such, certain privileges will become available for other users and no longer count towards a contact center's supervisor license limit.

Starting from this release, the following privileges will not require a supervisor license and will be moved to the new privilege group Miscellaneous Management Functions:


When upgrading to this version of Bright Pattern Contact Center software, note the following:


For more information, see the Contact Center Administrator Guide, section Privileges.


Changes in System Behavior

This section describes changes in system behavior for this release.

Paginated Interaction Records Search Results

This version of Bright Pattern Contact Center software limits the maximum number of items displayed in the Interaction Records > Email Review screen to 50. Items 51 and greater will be paginated in groups of 50; their content may be viewed by selecting the Load older content or Load newer content buttons. This change is made in order to optimize the Contact Center Administrator application’s performance. For more information, see the Reporting Reference Guide, section Search Results.

Wallboard Accessible Without Supervisor License

Due to the changes made in this release, a supervisor license is no longer required for access to the Wallboard application. Users will, however, still need specific privileges to access the application. Additionally, depending on the contact center's agreement with the service provider, access may still be limited even to privileged users.

"Send Message+" Scenario Block Behavior Change

For contact centers that use web chat, if a Send Message+ block was used in a chat scenario to send an SMS while the scenario was executing, the chat channel (i.e., the initial channel) switched from chat to SMS and did not return to chat.

Beginning in this release, the starting chat channel is now specified as the initial channel. This means that If the chat started from SMS, then this channel will become the Initial (i.e., all Send Message+ messages should be SMS, as they are both Initial and SMS).


For more information about changes to the Send Message+ block, see section Send Message+ Scenario Block Settings Changes.


Added/Updated Features

The following features have been added or updated for this release.

Agent Desktop

Added Keyboard Shortcuts for Transfers and Conferences

The following keyboard shortcuts are added to the Agent Desktop application in this release:


For more information, see the Agent Guide, section Keyboard Shortcuts.

Case Search Enhancements

In the Agent Desktop application, section Search & Preview Records, it is now possible to see the Shown number of cases as well as the location of each case (i.e., the team queue, an agent's personal queue, or no queue). For more information, see the Agent Guide, section Search & Preview Records Interface.

Mask Sensitive Chat Data

Starting from this version of Bright Pattern Contact Center software, the ability to mask sensitive data, in addition to masking in emails and automated masking in chats, now includes attachments (e.g., images) and text in chat interactions. Additionally, it is possible to mask attachments in a contact's activity history. In order for agents to perform this function, they must have the privilege Mask interaction content, which was previously known as Mask original email content.For more information, see the Agent Guide, section How to Mask Sensitive Data in Chats.

Contact Center Administrator

Added Error Response for the List Management API

For contact centers using the Bright Pattern Contact Center (BPCC) List Management API to upload calling list records, the following error response is added to the Add Record method: 429 "'Calling list rows, total in all lists' limit exceeded"

This response will be returned if your contact center has exceeded the total number of calling list rows from all calling lists. If you do not know your contact center's existing limit, please contact your service provider.

Additional Custom Reporting Fields

The total number of custom reporting fields is increased from five to 25. Custom reporting fields may be used in scenarios and activity forms, and can be shown in stock historical reports (e.g., Call Detail, Email Detail, etc.). Custom call detail records can be used to search for interactions from both Interaction Records search and Omni QM search.

Call Recording Options for Voice Services

If your contact center records calls, it is now possible to specify the call direction that will be recorded for your voice services (i.e., inbound or outbound). In order to accomplish this, the existing voice service setting Record calls is modified to including the following options: All, Inbound, and Outbound. The options are available for both inbound voice and outbound voice services.

If you are upgrading to this version of Bright Pattern Contact Center software, these options will be visible for existing services where call recording was specified. If call recording was not specified for the existing service, the options will not be present. For more information, see the Contact Center Administrator Guide, section Services & Campaigns > Properties Tab.

Desktop Integration API .NET Version Available in 64-bit

The Desktop Integration API .NET Version is now available in 64-bit Windows; the original 32-bit is still available. This change makes it possible to have an application that can be built using the "AnyCPU" target platform configuration. For more information, see the Desktop Integration API .NET Version Tutorial as well as the complete specification.

Editable Chat Widget System Messages

The following web chat system messages are now editable in the Chat Widget Configuration application, section Chat Widget Styling: The following web chat system messages are now editable in the Chat Widget Configuration application, section Chat Widget Styling: The following web chat system messages are now editable in the Chat Widget Configuration application, section Chat Widget Styling:


For more information, see the Chat Widget Configuration Guide.

New and Updated API Methods for Team Membership Management

Bright Pattern Contact Center software introduces methods to the Configuration API to support team membership changes. The methods are as follows:


For more information, see the Bright Pattern documentation on Postman.

Option to Override Agent's Displayed Chat Name

For contact centers using webchat, the following setting is added to the Contact Center Administrator application, section Scenario Entries > Messaging/Chat > Properties tab: Override agent name if nickname is not set

When this setting is checked, the name defined in the setting's edit field will be displayed to customers using the chat widget (i.e., if the agent's chat nickname is not defined). Previously, if an agent's chat nickname was not defined, the system would display the agent's first and last names in the chat widget. In order to help customers stay compliant with local privacy laws and regulations, enabling this option ensures agents' real names are protected.

Renamed Data Masking Privilege

Starting from this release, the privilege Mask original email content is renamed Mask interaction content. Agents with this privilege have the ability to mask sensitive images, text, or remove attachments from email and chat interactions.

Salesforce REST API Update for Scenario Blocks

The Bright Pattern Contact Center's Scenario Builder application now uses the Salesforce Lightning Platform REST API v50.0 instead of the deprecated Salesforce Platform API v20. This is done in order to ensure Salesforce.com scenario blocks continue to work for contact centers that integrate with Salesforce. Note that the replacement API works for all Salesforce integration types (i.e., Classic, Lightning, and Sales Cloud).

SCIM-Compliant User Provisioning API Compatible with Microsoft Azure

Starting from this release, the Bright Pattern Contact Center (BPCC) SCIM-Compliant User Provisioning API is extended to support the SCIM schema used by Microsoft Azure.

"Send Message+" Scenario Block Settings Changes

The Send Message+ scenario block's settings are updated as follows.

ServiceNow Screen Pop in New Tab Option

Starting from this release, the Scenario Builder application's ServiceNow Screen Pop block includes the option to pop the desired object in a new web browser tab; this setting is unchecked by default. Enabling this setting allows agents to accept new incoming interactions while not losing work from any other in-progress pages. For more information, see the Scenario Builder Reference Guide.

South Africa Date Format

The locale English - South Africa has been added to the Contact Center Administrator application. When selected, the date format displays as YYYY/MM/DD. The locale can be selected via the application settings.

Time Zone Conversion Function

This version of Bright Pattern Contact Center software adds the built-in function applytimezone(). When provided with a UTC timestamp parameter and a time zone parameter, the function returns a time zone offset in seconds. Note the offset depends on the timestamp time and does not depend on the current time (i.e., Standard Time or Daylight Saving Time).

This function is useful if customers from inbound interactions need to know whether a specific business location is open or closed, when it is possible to contact a web-form lead during an outbound campaign, and so forth. For more information, see the Scenario Builder Reference Guide.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.

Workaround for Integration With Multiple Salesforce Accounts

If your contact center requires multiple Salesforce integration accounts to be configured, it is likely that you will encounter issues when requesting access tokens for any integration account other than the initial one.

That is, if you have successfully configured one integration account, while completing step 2 of the Add Salesforce Integration Account in Bright Pattern procedure for a subsequent account, when you reach the point where you click Request token, the login window that pops may appear with the URL of the initial Salesforce integration account.

Should you experience this issue, take the following steps:

  1. After configuring the initial account, clear all cookies from your web browser. Note that this action will log you out of the Contact Center Administrator application.
  2. Log back into the application and complete step 1 and step 2 of the procedure.
  3. When you reach the point in step 2 when you click the Request token button, a window will pop. Ensure that the URL in this window matches the Url configured in the basic properties for the subsequent account.


Note that this workaround applies to all versions of Salesforce (i.e., Classic, Lightning, and Service Cloud).




Version 5.9.4

Bright Pattern Contact Center version 5.9.4 is a minor feature release that includes bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Changes in System Behavior

There are no changes in system behavior for Bright Pattern Contact Center version 5.9.4.


Added/Updated Features

The following features have been added or updated for this release.

Updated Email Services Filtering Options

Previously when routing emails to specific services, keywords were checked against the content of email subject and body text. Starting from this release you can search for keywords in subject only, body text only, or both. This can be useful when working with web-form based emails with predefined subject lines.

Starting from this release, you can also route emails based on the sender's email address and/or the domain portion of the sender's address. This can be useful for client priority routing.

If you are upgrading to this release with existing email scenario entities, or if you are creating new email scenario entries, note that the options for email body and subject line are enabled by default; the option for sender's address is disabled by default. These settings preserve the pre-upgrade behavior of the keyword-based email routing. For more information, see the Contact Center Administrator Guide, section Email > Services Tab.

Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.9.3

Bright Pattern Contact Center version 5.9.3 is a release that includes features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Changes in System Behavior

This section describes changes in system behavior for this release.

"Handle Email" Privilege Renamed

Starting from Bright Pattern Contact Center version 5.9.3, the privilege Handle email has been changed to Handle email and cases. Note that renaming this privilege does not change any current behavior; it is only to clarify the current privilege.

Email Editor Bar Is Now Always Visible

The Agent Desktop application’s email editing bar is now pinned at the bottom of the email draft pane. This makes it possible for agents to scroll through extensive email chains without losing the reply editing taskbar.

Hide or Show Trimmed Email Content

Email threads within the Agent Desktop application are now trimmed so that by default only the text of the current email is viewable. The rest of the thread is hidden behind a three-dot icon. The user may view the entire thread by clicking this icon or choosing to view the original email content.

This allows for easier readability and content examination. Note that this is not only a change in system behavior but also a new feature for the Agent Desktop application. For more information, see the Agent Guide, section How to Review an Incoming Email.

Email Service Selector Has Been Removed From "Reply" and "Forward" Email Drafts

Previously, when replying to or forwarding an original email, agents were able to select a new service. This created some confusion about the accounts used for replies/forwards.

In this new release:


NOTE: Please check with your service provider if you would like to keep the pre-upgrade behavior of the service selector.

Transferring Cases to Agents in Any State Now Allowed

Starting from this release, a case can be transferred to agents in any state, including when they are logged out. Transferred cases are placed directly in the recipient's personal queue. Previously, cases could be transferred only to agents who were logged in and who accepted them explicitly.

Users in "Reviewer" Roles May No Longer See the Content of Some Emails

New email access restrictions have been introduced in this release; please see the Email Access Restrictions below for more details. Generally, upon upgrade, all of your existing users in all roles will continue to have the same level of access to emails as they did before the upgrade. One exception is if an existing user has the privilege Listening to call recordings and view chat transcripts on services in reviewer role. This privilege is reserved for BPO client access. Upon upgrade, these users will only be able to view the content of emails associated with services specifically assigned to them. Access to the content of any other emails will be restricted for such users.


Added/Updated Features

The following features have been added or updated for this release.

New "View" Button for Cases Does Not Alter Work State

Using the View button from the email Team Queue, Personal Queue, or the Case View panel allows Agent Desktop users to preview emails without doing the following:


Previously, when a supervisor opened an email to review it, she would have to switch to the Agent/Busy mode and become the owner of that email automatically. For more information, see the Agent Guide, section My Cases Interface.

New "Transfer Cases" Privilege

Any user in the Agent Desktop application with the Transfer cases privilege enabled can search for configured agents by first and last name and select agents for case transfer. Privileges are configured in the Contact Center Administrator application.

Transferring Cases to an Agent Is Allowed in Any State

Starting from this release, a case can be transferred to agents in any state, including when they are logged out. Transferred cases are placed directly in the recipient's personal queue. Previously, cases could be transferred only to agents who were logged in and who accepted them explicitly.

When transferring emails, the user has the option to enter a case note accompanying the transfer—if so, an activity record for the case note will be created. Once the email is moved to the new agent, the case is highlighted in their personal queue. The My Cases icon will indicate the transfer as well.

Unopened Assigned Emails Are Highlighted in Agent’s Personal Queue

Unopened case emails that have been assigned or transferred to an agent remain highlighted until the agent opens the case, pins the case, or changes the case state. At that point, the email is no longer highlighted.

Case Note Additions Are Allowed Without Opening Email/Case

When assigning a case, authorized users can add an accompanying note without opening the case or changing their current state.

Support for High-Importance Emails With Priority Routing and Indicators

Bright Pattern Contact Center software now lets you configure the queue placement of incoming, priority-labeled emails by configuring new queueing priority settings. These settings allow you to route high-importance emails to the top of the queue, low-importance emails to the bottom of the queue or have equal priority for all emails. When viewing emails in the Agent Desktop application, priority indicators will be present. For more information, see Tutorials for Administrators, section Configuring High-Importance Email Routing.

Updated Cases Highlighted in Team or Personal Queues

If a case has been updated since it was last opened or placed in the Agent Desktop application’s Team Queue or Personal Queue, then the case name will be bolded for easier identification. In both team and personal queues, the highlight is set when a customer sends an additional email about a case already in the queue. The emphasis returns to normal when a previously highlighted case is opened, pinned, dispositioned, or its state is updated.

Case State Transitions Are Part of Activity History

Manual case state transitions are now added to a case’s activity history in the Agent Desktop application. Specifically, the activity history will display when the case’s state changed and what the state was changed to. For more information, see the Agent Guide, section My Cases Interface.


An example of an activity history case state transition


Indicator That Contact Has Other Cases with Updates

The Agent Desktop customer contact badge 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 indicator is a small orange badge in the lower right corner of the icon; the number of other cases with updates is marked within the circle. These cases can be located in various agents’ queues, both team and personal.


An example of the indicator


Option to Hide Case Processing Details

The Agent Desktop application now has an option to hide the details of a case’s activity history, including routing, assignment, transfers, and state changes. The capability to hide these details allows agents to focus on internal case notes and the primary content of emails. In all views where the case content is shown, users are able to view either Conversations or Events.

The Conversations view includes the content and metadata of customer interactions as well as the internal case notes and dispositions, recordings, transcripts, and email bodies and attachments. The Events view can include all content from Conversations as well as all case routing, assignment, transfer history, and all case state transitions. For more information, see the Agent Guide, section Filtering Case History Content.

Powerful Controls for Email Editing

The Agent Desktop application’s email editing tools are extended to add powerful new controls that let you do the following:


The new editor tools are available for email drafts, Knowledge Base articles, EMail block in scenarios and workflows, as well as email headers and footers. For more information about email, see the Agent Guide, section Cases and Email Tutorials.

Select Multiple Services With the Team Queue Filter

In the Agent Desktop application’s Team Queue, a user may now use a filter to select and view email from all services, one specific service, or multiple services assigned to the team; the checkbox is located at the top left of the Team Queue list, beneath the Grab button Unchecking the All option clears all the services selected and multiple selection is displayed with the number of services selected.

Show Number of Emails for Selected Service

The Agent Desktop’s Team Queue (TQ) can display the number of emails for specifically selected services. When multiple services are selected, the TQ email indicator shows the total number of emails for all selected services.

Service and Teams Filters in Case Search

The Agent Desktop application’s section Search & Preview Records now has additional filters that allow users to search cases by service; the two available filter options are Team’s Services and All. The Team’s Services filter restricts the cases found to those that belong to the user’s team only, including all cases where the logged-in user participated. For supervisors, a teams selector is included, which allows them to limit the search to cases assigned to a specific team (i.e., as opposed to all teams that they are assigned to supervise).

Note that the privilege See other agents’ cases is required in order for these filters to be available. If the user does not have this privilege, neither selectors are displayed and the search results only include the cases where the logged-in user participated.

Delete Email Attachments

Agents can now delete individual email attachments without deleting the email itself. The capability to delete images inserted directly into the body of an email is also supported. Note that the agent must have the privilege of Mask original email content in order to delete email attachments or in-text images. For more information, see the Agent Guide, section How to Remove Sensitive Data from Emails.

Email Access Restrictions

In order to support contact center compliance with tightening privacy and security regulations, the following privileges are added to the Contact Center Administrator application, section Users > Teams > Roles: View content of all emails and View content of emails on assigned services

When deploying or upgrading to this version of Bright Pattern Contact Center, all roles (i.e., except those with the Listen to call recordings and view chat transcripts on services in reviewer role privilege) will be assigned the View content of all emails privilege, which reflects the current system behavior.

If the View content of emails on assigned services privilege is allowed and the View content of all emails privilege is revoked, the user will not be allowed to view the content of email interactions that are not associated with services they are skilled to handle. For more information, see the Contact Center Administrator Guide, section Privileges. Note that the restriction applies only to the email body and attachments. The user will still be able to view all the metadata.

Automated Text Masking for Incoming Email

It is now possible to mask sensitive text (e.g., credit card numbers) automatically on incoming text or HTML emails. This feature is made possible by enabling the Contact Center Administrator setting Mask sensitive data in incoming emails and defining the desired masks using regex patterns. For more information, see the Contact Center Administrator Guide.

Search Cases by Disposition

The Agent Desktop application’s Search feature is extended to include options to search cases by disposition. Including the keyword disposition will return cases containing the specified disposition in any of their activities. Use of the keyword phrase last_disposition will return cases containing the specified disposition in their last activity. For more information, see the Agent Guide.

All To: and Cc: Recipients Are Now Displayed in Email Activity Records

It is now possible to view all the To: and Cc: recipients for emails in email activity records. If the email was not sent straight to the contact center’s service via the To: field (i.e., if it appears on the Cc: list), the service email address will be displayed in bold.

Support for International Address Format in Contacts

The Agent Desktop application’s contact address form now includes a country selector; the options are as follows: USA and International

The USA option includes the states as a drop-down menu choice with ZIP Codes as a numeric entry. The International option accepts a text string in the State field (e.g., New South Wales, Alberta, etc.) and an alphanumeric text entry in the Post Code field (e.g., V5C 3KP).

"Country" Field Added to Contact Imports

The contact import/export template is extended to include the following fields: address.<n>.country

This field matches the country from a corresponding saved contact’s address. If the field is missing, the contact center’s tenant default country is used. If the field is present but the value does not match any countries, an error will occur and the contact is not imported/updated (i.e., this field is mandatory). Note that a contact is allowed four addresses at maximum.

Hyperlinks Editor

Long URLs pasted into the body of an email message are now highlighted as hyperlinks automatically. Double-clicking a word within an email’s body and choosing the link icon adds that word as anchor text, which lets agents convert long URLs into simple and concise text.


Other Enhancements

Forwarding via "Reply" Retains the Original Sender’s Email Address

When using Bright Pattern Contact Center software to forward emails using the Reply button, the body of the forwarded email retains the original sender’s email address in the sent information as well as the original email’s timestamp.

Email Address Autocomplete Function

When typing an email address in the Agent Desktop application, users are now presented with a list of matching email addresses from the internal contact database.

Timestamps in Forwarded Microsoft Exchange Account Emails are Present

Timestamps indicating the arrival of original emails are present when an email is forwarded via a Microsoft Exchange account.

HTML Tags Removed from Email Management

Prior iterations of Bright Pattern’s email management would allow specific HTML tags within case activity history. The tags have been disabled for future use, but cases and messages that implemented the sanitized tags can still be viewed within the original message in the Agent Desktop application.

Various Other Enhancements


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.8.0

Bright Pattern Contact Center version 5.8.0 is a release that includes features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Changes in System Behavior

This section describes changes in system behavior for this release.

Agent Desktop “Resolved” Case State Change

Cases marked as Resolved will now automatically switch to the Open state if a new email regarding the case is received prior to the case being Closed or if the agent uses the case on any interaction. Previously it would have to be manually changed.

Agent Desktop allows assigning a state to cases, which may be used to organize and classify case workloads. Resolved is the state assigned to cases that are completed but not yet closed, and is frequently the state where dispositions occur. 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 (defaulted to two weeks); after this point, the case will be assigned the Closed state.

Paginated Case and Email Content

Starting from this version of Bright Pattern Contact Center software, the maximum number of automatically displayed case and email activity history items is set to 50. Items 51 and greater will be paginated in groups of 50; their content may be viewed by selecting the Load older content or Load newer content buttons; content taking time to load will display progress indicators in the buttons’ locations. These changes are made in order to optimize the Agent Desktop application’s performance. For more information, see the Agent Guide, section My Cases Interface.


Added/Updated Features

The following features have been added or updated for this release.

Agent Desktop

“Bright Pattern Cloud Contact Center” Zendesk Application Updated

For contact centers integrated with Zendesk, the Bright Pattern Cloud Contact Center application (also known as the Omni-channel Cloud Contact Center for Zendesk) is updated to support browser-based phone audio (i.e., WebRTC). Note that these changes will download automatically.

Note: The Omni-channel Cloud Contact Center for Zendesk app is still pending review in the Zendesk Marketplace. Please contact Bright Pattern Customer Success to receive the file for a manual update.

Contact Center Administrator

“Bright Pattern Search Object” Block Now Searches Emails

If your contact center uses the Bright Pattern internal database, for both scenarios and workflows the Bright Pattern Search Object is now able to search CRM email object fields. For block configuration and a list of returnable email fields, see the Scenario Builder Reference Guide and the Workflow Builder Reference Guide.

Custom Icons for "Not Ready" Reasons

For any custom Not Ready reason you can now upload custom icons in the .SVG or the .PNG format. The maximum supported file size is 195 Kb; icons are resized automatically. For more information, see the Contact Center Administrator Guide.

IP Address for Successful Logins Displayed in the Audit Log

The Contact Center Administrator application’s Audit Log now displays the IP address for every successful login, which is displayed in the Summary data field.

New "Switch" Block for Scenarios and Workflows

Starting from this version of Bright Pattern Contact Center software, the Switch block is added to the Scenario Builder application and the Workflow Builder application. This block allows you to create branches in and alter the control flow for your scenario, based on specific variable values. The block can be used to create menus or flowcharts. For more information, see the Scenario Builder Reference Guide and the Workflow Builder Reference Guide.

Passing Email Data to an External Location

If your contact center saves email interactions and email metadata to an external location (e.g., a CRM integration), it is now possible to pass all customer email and agent replies to your external location via a workflow using CRM email object fields. For more information, see the Workflow Builder Reference Guide, section Passing Email and Email Updates to an External Location.

"Play-Listen" Block’s "Custom end of phrase silence time" Setting Now Available with Google STT

If your contact center has scenarios that use the Play-Listen block, note that the End of phrase silence time setting may now be used with Google synchronous STT. Previously, this option was available for IBM Watson SST integrations only. For more information, see the Scenario Builder Reference Guide.

Quick Reply Buttons for Chat Interactions

It is now possible for agents, bots, or the Scenario Builder application to present preconfigured chat responses to customers. The responses appear to customers as quick reply buttons in the chat interaction, which, when selected, allow customers to respond quickly to questions your contact center frequently receives. For more information, see Tutorials for Admins, section Streamlining Your Chat Service with Quick Reply Buttons.

Recording Failure Indication in Reports

The value MANDATORY_RECORDING_FAILURE is added as a possible value for the disposition field of both the agent_activity table and the call_detail table.

The value will appear in the Call Detail Report and Call Detail CSV Report when a call is terminated due to a recording failure. Additionally, call recording interaction records will display the value. The option to terminate calls because they cannot be recorded was introduced in this feature was implemented in Bright Pattern Contact Center version 5.7.0.

Variable Parameter "escapejson" Introduced

Starting from Bright Pattern Contact Center version 5.8.0, the following parameter may be added to scenario and workflow variables: escapejson

When invoked, this parameter will escape (i.e., insert a backslash in front of) invalid JSON characters from the value of the variable, specifically double quotes (“), backslashes (\), and any control characters (e.g., \n). For more information, see the Scenario Builder Reference Guide and the Workflow Builder Reference Guide.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.7.0

Bright Pattern Contact Center version 5.7.0 is a release that includes features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

This section contains important notices for this release.

"Auto logout timeout upon connection loss" Setting Removed

It has been observed over a number of years that some attempts were made to mitigate network instability issues by attempting to change the Auto logout timeout upon connection loss setting from its default value of 15 seconds. It had never improved or resolved the underlying network issues and, in the best case, it had no noticeable effect. In the worst case, it had triggered support incidents where the timeout would eventually have to be reverted to the 15-second default.

Thus, starting from this version of Bright Pattern Contact Center software, this timeout will be set to its default value of 15 seconds and the configuration setting will be removed from the Contact Center Administrator application’s user interface. If you believe you have a compelling reason for having this timeout set to another value, please contact the Bright Pattern Customer Success team.


Changes in System Behavior

This section describes changes in system behavior for this release.

Custom Not Ready Reasons Sorting

Starting from Bright Pattern Contact Center version 5.7.0, it will be possible to present the configured Not Ready reasons to the agents either alphabetically or in a custom order. The order of the Not Ready reasons in the various Agent Desktop UIs (i.e., the Agent Desktop application and all widgets) is determined by their current order in the Contact Center Administrator application.

For new contact centers, the default sorting option will be Alphabetical; for existing contact centers upgrading to Bright Pattern Contact Center (BPCC) version 5.7.0 or later, the order will remain the same as the pre-upgrade order (i.e., the default will be Custom).

In some rare cases, the existing order in which Not Ready reasons are listed in your Agent Desktops may be affected by the upgrade. Note that in this case you can restore the desired order manually using the Custom order feature. For more information, see the Contact Center Administrator Guide.


Alphabetical Sorting Example

A custom Not Ready reason sorted alphabetically


Custom Sorting Example

A custom Not Ready reason sorted manually (i.e., in a custom order)


Display Name Format for Contacts

The Display name format setting now applies to contacts in the Agent Desktop application. For more information, see the Contact Center Administrator Guide.

Omni QM Evaluation Forms Scoring Change

For contact centers with Omni QM enabled, if an evaluation form contains an area where all answered questions are the "N/A" option, then the area is considered "N/A" and is excluded from the form’s score calculation. For more information, see the Omni QM Guide, section Evaluation Questions.

Updated "now()" Function

If you used the now("time zone") function prior to Bright Pattern Contact Center version 5.7.0, the "time zone" was ignored. After upgrading to this version, the function returns a Unix timestamp (i.e., the number of seconds elapsed since 1/1/1970, 00:00:00 UTC). This change applies to both the Scenario Builder application and the Workflow Builder application.


Added/Updated Features

The following features have been added or updated for this release.

Agent Desktop

Displayed Call Hold Time

The Agent Desktop application’s Active Conversations List now displays the amount of time a call has been on hold. For more information, see the Agent Guide.

Expanded Agent Desktop Ringtone and Alerts Volume Controls

The Agent Desktop application expands the existing ringtone and alerts volume controls by adding options for controlling the volume of notifications about new external and internal chat messages. Additionally, agents may now disabled (i.e., mute) any of these alerts even if those alerts are enabled at the contact center level. For more information, see the Agent Guide.

Contact Center Administrator

Break Time Customization

This version of Bright Pattern Contact Center software allows administrators to configure the system and custom Not Ready reasons that count toward agent break time.

For existing contact centers upgrading to version 5.7.0 and later:

For new contact centers:

For more information, see the Contact Center Administrator Guide, section Call Center Management > General Settings.

Downloadable Outbound Campaign Diagnostic Data

If your contact center experiences issues with outbound campaign operation, your service provider may require diagnostic data to determine a cause. In such instances, you may retrieve the data in the Contact Center Administrator application, section Services & Campaigns > Lists tab. It is recommended that this data be downloaded only when requested by your service provider. For more information, see the Contact Center Administrator Guide.

Downloadable Template for Bulk User Uploads

If you need to perform a bulk user upload in the Contact Center Administrator application, section Users & Teams, it is now possible to download a sample that displays the system-accepted format details. For more information, see the Contact Center Administrator Guide, section Users & Teams > Users.

Enhanced Phone Model for Google STT Supported

This version of Bright Pattern Contact Center software supports the Google Cloud Speech API’s enhanced model for phone calls; the setting may be useful for conversational IVR scenarios. For more information, see the Contact Center Administrator Guide, section Integration Accounts > Speech To Text.

Localizable "Submit" Button Text for Survey Forms

If your contact center maintains survey forms in different languages, it is now possible to change the text of the Submit button. For more information, see the Contact Center Administrator Guide.

New Built-In Functions Allow Letter Case Alteration

The following built-in functions are now available to use in the Scenario Builder application and the Workflow Builder application:

For more information, see the Scenario Builder Reference Guide and the Workflow Builder Reference Guide.

Omnichannel Routing Strategy Options

The Contact Center Administrator application now includes the setting Routing Strategy. This setting gives contact centers the ability to choose the main factor (i.e., after matching agent skills) by which interactions are routed to agents; the options are Total Idle Time and Ready Time. Note that this option must be enabled for you by your service provider. For service provider information, see the Service Provider Guide, section Features Tab. For administrator information, see the Contact Center Administrator Guide, section Omni-Channel Routing.

Omni QM Failed Evaluation Scores

For contact centers with Omni QM enabled, the setting Set score to zero for failed forms, areas and questions is added to the Contact Center Administrator application, section Quality Management > General Settings.

The checkbox is selected by default preserving the current behavior, where the score of failed Omni QM evaluation forms is set to 0. If disabled, the actual scores of failed evaluation forms will be presented (e.g., in Omni QM reports), while the failed element(s) of the form will be highlighted with a caution symbol. Additionally, the Omni QM reports that contain evaluation scores can now include a field that shows whether the form was failed. This field can be added via the Customize function.

"Play-Listen" Scenario Block Numeric Conversion

Starting from this version of Bright Pattern Contact Center, if your contact center uses either Google STT or IBM Watson STT as the Play-Listen block’s transcriber, you may configure transcriber features that automatically convert letters into digits (e.g., processing the word "eight" as the digit "8"). Utilizing numeric conversion features may help to eliminate large strings of conversion steps for different languages.

For Google STT, numeric conversion is controlled via the new Speech] field; for IBM Watson STT, numeric conversion is controlled via the new Use smart formatting checkbox. For more information, see the Scenario Builder Reference Guide.

"Supervisor in Charge" Fields Added to the "evaluation_results" Table

For contact centers with Omni QM enabled, the following fields are added to the evaluation_results table: AGENT_TRAINER_FIRST_NAME and AGENT_TRAINER_LAST_NAME

These fields populate with the first and last name of the Supervisor in charge (i.e., if one is assigned to an agent at the time that the agent handles an interaction). For more information, see the Reporting Database Specification.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.6.0

Bright Pattern Contact Center version 5.6.0 is a release that includes new features.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


5.6.0 Changes in System Behavior

There are no changes in system behavior for version 5.6.0.


5.6.0 Added/Updated Features

The following features have been added or updated for version 5.6.0.

Microsoft Teams Integration

Bright Pattern Contact Center’s Microsoft Teams integration enables contact center agents to access Teams communication channel information for internal calls and chats with logged-in Teams users (i.e., experts), while handling customer interactions in the Agent Desktop application. The integration supports directory access to Teams users and channels, internal chat and call capabilities with Teams experts, and user-presence visibility in the directory.

Integration configuration involves the following key steps: enabling the integration in the Service Provider application, creating an application in the Microsoft Azure Active Directory with Microsoft Graph delegated permissions and application permissions, creating a Microsoft Teams integration account in the Contact Center Administrator application, and enabling the agent’s Microsoft Teams account to be used on the agent level.

Teams administrators and contact center administrators may learn more about Microsoft Teams integration configuration from the Contact Center Administrator Guide. Agents may learn about using Microsoft Teams by reading the Microsoft Teams Tutorials in the Agent Guide.

Support for Microsoft Teams in the Agent Desktop Widget

The Agent Desktop widget now supports Microsoft Teams-related items in the widget directory. Items include Teams icons, Teams user personnel, or Teams folders. Agents will have access to the Agent Desktop widget if your contact center integrates with CRM software (e.g., Salesforce, Zendesk, etc.) or has a website that uses the embedded Agent Desktop widget. Note that this functionality will not work with Salesforce Classic. For more information, see the Agent Guide, section Accessing Microsoft Teams in the Agent Desktop Widget.

New List Filter Option Allows Delay on First Record Attempt

The new campaign list filter option First attempt delay allows you to configure a delay (in minutes) before the first attempt on a record. This option is available if the Filter records by option Disposition from campaign is selected. This setting may be useful if records are added to the list as the result of a previous campaign operation, as the delay is measured from the time of the record’s last disposition.

If you are upgrading to this release, note that the default value for the setting is 0. For more information, see the Contact Center Administrator Guide, section Services & Campaigns > Lists Tab.

“Play-Listen” Configurable Pause for Watson STT Transcriber

If your contact center uses IBM Watson Speech-to-Text (STT) as the transcriber in the Scenario Builder application’s Play-Listen block, this version of Bright Pattern Contact Center includes the setting End of phrase silence time. The setting allows you to configure additional time (in seconds) that the system waits at the end of a detected spoken sound before exiting the block. Configuring this setting can be useful for contact centers that require customers to read out long strings of digits and/or letters. For more information, see the Scenario Builder Reference Guide.


Limited Release 5.5.6 Functionality Included in 5.6.0

The following features from the limited release Bright Pattern Contact Center version 5.5.6 are included in version 5.6.0.

5.5.6 Changes in System Behavior

There are no changes in system behavior for version 5.5.6.


5.5.6 Added/Updated Features

The following features have been added or updated for this release.

Bright Pattern Mobile SDK

The Bright Pattern Mobile SDK provides companies that write their own mobile applications with the tools required for connecting customers who use mobile devices to Bright Pattern Contact Center. The SDK is available for both the Android and iOS operating systems. The Mobile SDK includes pre-built client libraries and sample application code. Additionally, the SDK simplifies the use of the Bright Pattern Mobile/Web Messaging API v2.

For SDK information, examples of customer app use, as well as an example scenario, see the Mobile SDK Instruction Manual.

BPCC Mobile/Web Messaging API v2

This version of Bright Pattern Contact Center (BPCC) software introduces the Mobile/Web Messaging API v2. This API allows developers to integrate chat and voice interactions with mobile devices or third-party applications, and can be used for the development of rich contact applications, such as customer-facing mobile and web applications for advanced chat, voice, and video communications with Bright Pattern Contact Center-based contact centers.

The Mobile/Web Messaging API v2 contains the same methods and events as the Mobile/Web Messaging API v1 but adds the following:


Note that the Mobile/Web Messaging API v2 has the following endpoint prefix:
https://<tenant_url>/clientweb/api/v2/

The Mobile/Web Messaging API v1 will continue to be supported but will not support the new features. For more information, see the BPCC Mobile/Web Messaging API v2 documentation on Postman.

New “Mobile” Tab for Messaging/Chat Scenario Entries

If your contact center utilizes a mobile/chat application that was developed from a Bright Pattern Contact Center SDK (iOS or Android), the Mobile tab is added to Messaging/Chat scenario entries. Apple Push Notification service (APNs) certificates and Firebase Cloud Messaging (FCM) server keys must be added here in order to allow notifications to be passed from Bright Pattern Contact Center environments to customers. Additionally, this section allows you to configure the timeout setting for locked or inactive mobile user screens. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Delivered and Read Receipts for Messaging/Chat Scenario Entries

The option Send read-by-agent notifications is added to Messaging/Chat scenario entry properties. This setting allows the Agent Desktop application to send chat message delivery receipts and/or chat message read receipts to customers. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Chat History Accessibility via API Scenario Variable

Starting from this version of Bright Pattern Contact Center (BPCC) software, the following scenario variable is added: $(item.allowChatHistoryForCase)

This variable, along with the new Set Case scenario block setting, allows case history to be accessed via the BPCC Mobile/Web Messaging API v2. Specifically, it is possible to retrieve the chat case history via the Get Case History method, or close the case via the Close Case method. You can use the Set Variable block to set the variable $(item.allowChatHistoryForCase) to the value of the case ID.

Case History Access via the “Set Case” Scenario Block Setting

For chat scenarios, when the new Allow case history access via chat API setting is enabled, the block defines which case to provide the history from, or close, via the BPCC Mobile/Web Messaging API v2. For more information, see the Scenario Builder Reference Guide, section Set Case.

Web Chat Domain Hopping

For websites that span multiple domains without a common root (e.g., acme.com.au and acme.co.nz) and while requiring a seamless transition of an active chat session while navigating between pages located on these domains, a new option is introduced in chat snippet:

<script type="text/javascript">
    SERVICE_PATTERN_CHAT_CONFIG = {
 ...
        sharedDomains: ['acme.com.au', 'acme.co.nz']
 ...
    };
</script>

Setting that option to the list of domains that must be supported within a chat session makes a web chat window with an active chat session to stay open, with complete chat history, when navigating to a page that belongs to a different domain as long as that domain is in the list.

Setting this option also makes the option to save chat history in the customer web browser to work across the listed domains. Note that making a change to the list of shared domains erases all saved chat history for the domains in the previous list.


5.5.6 Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.


5.6.0 Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.5.6

Bright Pattern Contact Center version 5.5.6 is a release that includes new features.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Changes in System Behavior

There are no changes in system behavior for this release.


Added/Updated Features

The following features have been added or updated for this release.

Bright Pattern Mobile SDK

The Bright Pattern Mobile SDK provides companies that write their own mobile applications with the tools required for connecting customers who use mobile devices to Bright Pattern Contact Center. The SDK is available for both the Android and iOS operating systems. The Mobile SDK includes pre-built client libraries and sample application code. Additionally, the SDK simplifies the use of the Bright Pattern Mobile/Web Messaging API v2.

For SDK information, examples of customer app use, as well as an example scenario, see the Mobile SDK Instruction Manual.

BPCC Mobile/Web Messaging API v2

This version of Bright Pattern Contact Center (BPCC) software introduces the Mobile/Web Messaging API v2. This API allows developers to integrate chat and voice interactions with mobile devices or third-party applications, and can be used for the development of rich contact applications, such as customer-facing mobile and web applications for advanced chat, voice, and video communications with Bright Pattern Contact Center-based contact centers.

The Mobile/Web Messaging API v2 contains the same methods and events as the Mobile/Web Messaging API v1 but adds the following:


Note that the Mobile/Web Messaging API v2 has the following endpoint prefix:
https://<tenant_url>/clientweb/api/v2/

The Mobile/Web Messaging API v1 will continue to be supported but will not support the new features. For more information, see the BPCC Mobile/Web Messaging API v2 documentation on Postman.

New “Mobile” Tab for Messaging/Chat Scenario Entries

If your contact center utilizes a mobile/chat application that was developed from a Bright Pattern Contact Center SDK (iOS or Android), the Mobile tab is added to Messaging/Chat scenario entries. Apple Push Notification service (APNs) certificates and Firebase Cloud Messaging (FCM) server keys must be added here in order to allow notifications to be passed from Bright Pattern Contact Center environments to customers. Additionally, this section allows you to configure the timeout setting for locked or inactive mobile user screens. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Delivered and Read Receipts for Messaging/Chat Scenario Entries

The option Send read-by-agent notifications is added to Messaging/Chat scenario entry properties. This setting allows the Agent Desktop application to send chat message delivery receipts and/or chat message read receipts to customers. For more information, see the Contact Center Administrator Guide, section Messaging/Chat.

Chat History Accessibility via API Scenario Variable

Starting from this version of Bright Pattern Contact Center (BPCC) software, the following scenario variable is added: $(item.allowChatHistoryForCase)

This variable, along with the new Set Case scenario block setting, allows case history to be accessed via the BPCC Mobile/Web Messaging API v2. Specifically, it is possible to retrieve the chat case history via the Get Case History method, or close the case via the Close Case method. You can use the Set Variable block to set the variable $(item.allowChatHistoryForCase) to the value of the case ID.

Case History Access via the “Set Case” Scenario Block Setting

For chat scenarios, when the new Allow case history access via chat API setting is enabled, the block defines which case to provide the history from, or close, via the BPCC Mobile/Web Messaging API v2. For an example scenario that uses this setting, see the Mobile SDK Instruction Manual, section Bright Pattern Scenarios and Your Application. For more information, see the Scenario Builder Reference Guide, section Set Case.

Web Chat Domain Hopping

For websites that span multiple domains without a common root (e.g., acme.com.au and acme.co.nz) and while requiring a seamless transition of an active chat session while navigating between pages located on these domains, a new option is introduced in chat snippet:

<script type="text/javascript">
    SERVICE_PATTERN_CHAT_CONFIG = {
 ...
        sharedDomains: ['acme.com.au', 'acme.co.nz']
 ...
    };
</script>

Setting that option to the list of domains that must be supported within a chat session makes a web chat window with an active chat session to stay open, with complete chat history, when navigating to a page that belongs to a different domain as long as that domain is in the list.

Setting this option also makes the option to save chat history in the customer web browser to work across the listed domains. Note that making a change to the list of shared domains erases all saved chat history for the domains in the previous list.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.5.5

Bright Pattern Contact Center version 5.5.5 is a release that includes some features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

This section contains an important notice for this release.

Renamed Option

The Contact Center Administrator Dial-out Entries option Transfer trunk trombone calls using SIP REFER is renamed Allow network transfers (SIP REFER) on the calls transferred to the original call's carrier; no functionality is changed.


Changes in System Behavior

This section describes changes in system behavior for this release.

Behavior Changes for Some Metrics if ACW is Set for Email Services

If ACW is set for an email service, then the following metrics are changed only after an agent leaves the ACW state:

Changed Response Code for List API’s “Add Record” Method

When invoking the Bright Pattern Contact Center List Management API’s Add Record method, note that the response code for the “Duplicate key error” is changed from 500 to 409.

Externally Linked Images in Jaspersoft Reports

Bright Pattern tightened the security addressing a recently discovered Jaspersoft reports vulnerability. As a result Jaspersoft reports cannot use links to external URLs (e.g., links to custom logos). Bright Pattern suggests using embedded images in reports, if a custom logo is absolutely necessary.

Notices When Passwords Don’t Meet System Requirements

This version of Bright Pattern Contact Center introduces new behavior regarding system password requirements:


Added/Updated Features

The following features have been added or updated for this release.

Agent Desktop UI

Activity Records for Preview and Manual Campaign Call Attempts

For contact centers running manual and preview campaigns, records for all call attempts, including unsuccessful ones, will now be displayed in the Agent Desktop application, section Search & Preview Records > Contacts > Activities tab. If a call attempt is unsuccessful, the reason for the termination will be displayed.

Agent Desktop In-Call Dial Pad Enhancements

Previously, when using an in-call Dial Pad, Agent Desktop users were only able to enter DTMF tones by clicking the digits on the dial pad or keying them in via the keyboard. Starting from this release, users will also be able to copy-paste a combination of digits into the number input field of the dial pad. For more information, see the Agent Guide, section Call Controls.

Queue Wait Time Displayed in the Call/Chat Alert Window

In the Agent Desktop application, if an incoming chat or call has waited in a queue, when it is distributed to an agent, the agent sees in the interaction alert window how long the chat/call waited. For more information, see the Agent Guide, section How to Answer an Incoming Call.

AD-VQ-Interaction-Alert-5399maint.PNG

APIs

Interaction Content API’s New “Erase Call Recordings” Method

The Erase Call Recordings method is added to the Bright Pattern Contact Center Interaction Content API. With this method, locally stored recordings of voice interactions can be deleted using their Global Interaction Identifier (GIID). For more information, see the BPCC Interaction Content API.

Global Interaction Identifier (GIID) Returned in List API Methods

The following methods now return the Global Interaction Identifier:

For more information, see the BPCC List Management API on Postman.

New Real-Time Stats API Attribute

The runtime attribute is_mobil is added to the Real-Time Stats API; it returns the Boolean value “true” if a user is using the Mobile Agent application.

New Real-Time Statistics API Authentication Method

The Real-Time Statistics API now supports OAuth as a form of authentication; this method of authentication requires users to have specific privileges. Note that the existing, cookie-based method will continue to be supported.

Updated CallSingleStepTransfer() Simplified Desktop .NET API Method

The following argument is added to the Simplified Desktop .NET API’s CallSingleStepTransfer method: Dictionary<string, string> _vars

This argument allows a collection of variables to be set and transferred to a call-processing scenario within the same request. For more information, see the Simplified Desktop .NET API Specification, section API Methods.

Call Center Configuration

Agent Desktop Directories Configuration Options

If your contact center has the ability to display agent state icons in Agent Desktop directories, the Contact Center Administrator now contains directory options for administrators to configure. When configured, these options enable agents to be able to see queue status in the directory before making a blind transfer.

With the option Agent info in the directory, administrators may choose whether for the agents the Agent Desktop directories display agent state icons or presence icons.

Additionally, with the option Service metrics in the directory, administrators now have the ability to define up to two of the following real-time service metrics (i.e., a primary and a secondary) that will be displayed for voice and chat queues in the Agent Desktop directory:

Note: These metrics apply to the associated services of internal dial-in scenario entries and chat scenario entries and not to agents. For more information, see the Contact Center Administrator Guide, section Reporting Settings.


Agent Desktop Helper Version Now in Login Info Tab

The Agent Desktop Helper version property is added to the Contract Center Administrator application, section Users & Teams > Users > Login Info tab. The property displays the version number of the user's Agent Desktop Helper Application.

Calling Party Display Names for Access Numbers

Version 5.5.5 introduces the ability to configure a calling party display name for your access numbers. Display names are initially configured by your service provider, who may also allow Contact Center Administrators to edit those names.

Note that support for this functionality varies depending on the country and carriers involved, and delivery is not guaranteed. In particular, this functionality is currently not available in the USA, where display names are stored in carriers' CNAM databases. When setting/changing display name, one should also check with the local carries for possible length and character set limitations.

For more information, see the Contact Center Administrator Guide, section Access Numbers.

Contact Import & Export Now Includes Messenger Info

The Contact Center Administrator application’s Contact Import & Export template now includes fields related to a contact’s messenger information. Specifically, the fields include the messenger name (e.g., LINE), your contact center’s integration account ID, and the contact’s external messenger ID. If updating your contacts, the system now matches the updated contact with the existing records not only by the integration account ID, but also by the external ID. Note that the template supports up to four messenger accounts per contact. Additionally, a contact’s messenger information may be retrieved via the Scenario Builder application’s Bright Pattern Search Object block.

Increased Character Limit for Audit Log “Summary” Field

For the Contact Center Administrator application, the character limit for the Audit Log’s “Summary” field is increased from 150 to 255.

Option to Remember Previously Selected Service When Service Is Required for Manual Outbound Calls

The option Reset selected service for outbound calls after each call is added to the Contact Center Administrator application. If this setting is enabled, agents will be explicitly required to manually select a service for every outbound call they make (i.e., the control service selector resets after every call). When disabled, the service selector will remember the previously selected service and offer it as the default choice for the agent when making subsequent outbound calls. Note that Require service on outbound calls must be enabled in order to use Reset selected service for outbound calls after each call.

Option to Save Chat History in the Customer’s Web Browser

The Contact Center Administrator’s Chat Widget Configuration now includes the setting Retain chat history in the client’s browser (i.e., the customer's browser). When selected, this option allows chat history to be saved in the client's web browser. Note: Chat history between users is not differentiated in the web browser, so cache maintenance is recommended.

Security Policy Enhancements

This version of Bright Pattern Contact Center software contains significant enhancements to security settings. Please note the following:

Support for Aspect WFM Intraday Capabilities

A new option supports the repeated transmission of Aspect WFM reports for each reporting interval. With this new option, the first report transmission can occur shortly after the end of the reporting interval thus enabling prompt reaction to unexpected intraday traffic fluctuations; while the second transmission with a longer delay will provide more accurate data for regular forecasting/scheduling. For more information, see the Contact Center Administrator Guide, section WFM Reports > Resend.

Supporting Network Transfers by Agents and Scenarios

This release includes support for network-level call transfers of incoming calls to remote destinations; the support works for blind transfers initiated by agents and scenarios. The benefits of network transfers are that they avoid call bridging (i.e., tromboning) through Bright Pattern services, which reduces call charges, latency on voice calls, and load on Bright Pattern services. For more information, see the Scenario Builder Reference Guide, section External Transfer Call.

Limitations

Updated User Import and Export Features

The following changes are implemented for the user import/export feature in the Contact Center Administrator application:

For more information, see the Contact Center Administrator Guide, section Users & Teams > Users.

Integrations

Amazon AWS Lambda Integration

Bright Pattern Contact Center now integrates with Amazon AWS Lambda and adds the AWS Lambda scenario and workflow blocks, which makes it possible to invoke specific functions (i.e., programs) from your Lambda account. In order to create and use this integration account type, your service provider must enable it for your contact center. For more information, see the Amazon AWS Lambda Integration Guide.

Configuring Amazon AWS S3 for Recordings Storage

Bright Pattern Contact Center supports automatic export of audio and screen recordings to Amazon Web Services (AWS) S3 for storage and playback. Storing recordings on S3 can provide cost savings to your organization, while still allowing you to listen to or view recordings via interaction records on the Bright Pattern Contact Center platform. For configuration information, see Administrator Tutorials, section How to Create and Configure an AWS S3 Bucket.

IBM Watson URL Changes

The URL schema of all IBM Watson integration accounts has been updated to reflect IBM’s changes to the creation of URLs for different locations, users, and services. This change affects all contact centers with integration accounts for Watson Assistant, Watson Assistant (Legacy), Natural Language Understanding (NLU), Speech to Text (STT), and Text to Speech (TTS). Please update the URL in the properties for all IBM Watson integration accounts.

Enhanced Functionality for Contact Centers with LINE Integration

For contact centers that use the LINE messenger integration, this release makes the following possible:

For more information, see the LINE Integration Guide, section LINE Official Account Notification Messages Scenario Tutorial and LINE Call Plus Scenario Tutorial.

Saving Interaction Activity History in ServiceNow

For contact centers with ServiceNow integration, starting from this release, it is possible to configure your integrated Agent Desktop widget to save activity history for all interactions handled via the widget in your ServiceNow environment. As such, the ServiceNow Integration Guide, section ServiceNow Integration Configuration, has been updated with a new configuration procedure.

If you have previously configured ServiceNow integration for Bright Pattern Contact Center version 5.5.4 and earlier and you need to modify your existing ServiceNow configuration, please see ServiceNow Integration Configuration for Saving Activity History, which describes only the steps required to modify existing integration configurations to accommodate the changes made for Bright Pattern Contact Center version 5.5.5.

Zendesk Integration Account and Zendesk API Request Block Enhancements

Zendesk integration accounts now support the OAuth access-token-based authentication method, as an alternative to the API token-based method. When OAuth access token is specified as the authentication method in an integration account, OAuth is used for authenticating requests made by any Zendesk scenario block using the corresponding integration account. For information about enabling token access for the Zendesk API and configuring a Zendesk integration account for OAuth, see the Zendesk Integration Guide, section Accessing Zendesk Data from Scenarios.

In addition, the Zendesk API Request scenario block and Zendesk API Request workflow block now support the use of extra headers in requests, in the same way that the Fetch URL block supports extra headers. One way to use extra headers in the Zendesk API Request block is to set header “X-On-Behalf-Of” in order to make API requests on behalf of any end user in Zendesk. For more information about this use case and others, see the Zendesk Integration Guide, section Ways to Use the Zendesk Request API Block, and the Workflow Builder Reference Guide, section How to Create a New Zendesk Ticket on Behalf of Another Zendesk User in Workflows.

Omni QM

New Metrics Added to the “Actual Evals” Report

For contact centers with Omni QM enabled, the Actual Evals report now includes the following metrics: Form Score and Score Percent.

These metrics provide further clarification for in-depth evaluation score analysis. For more information, see the Omni QM Guide, section QM Reports.

Weight for Omni QM Evaluation Forms

For contact centers with Omni QM enabled, when configuring evaluation forms, it is now possible to enter “0” in the Weight. For more information about creating evaluation forms, see the Quality Management Guide, section Omni QM for Admins.

Reporting

Columns Added to the “evaluation_result_details” Table

The following columns are added to the evaluation_results_details table: weight and score_percent

For more information, see the Reporting Database Specification.

Scenarios and Workflows

Added Scenario Functions

The following functions are now available to use in scenarios:

For more information, see the Scenario Builder Reference Guide, section Built-In Functions.

“Connect Call” Scenario Block “Service Announcement” Note

In the Scenario Builder application, the Connect Call block’s Service announcement option now notes that prompt playback duration is counted as talk time.

Enhanced “Bright Pattern Search Object” Block

Activity history returned by the Scenario Builder application’s Bright Pattern Search Object block now includes information about unsuccessful attempts to call a customer; multiple activity records are returned in reverse chronological order (i.e., newest to oldest). For more information, see the Scenario Builder Reference Guide.

“External Transfer Call” Scenario Block

In order to initiate network transfer from a scenario, the new External Transfer Call scenario block should be used. The block is used to transfer incoming calls to external destinations. Note that this block is available only if your service provider allows the feature for your contact center. For more information, see the Scenario Builder Reference Guide.

“Fetch URL” Error Response Data Parsed

The Scenario Builder application’s Fetch URL block now parses data from any HTTP response code (e.g., 2xx, 3xx, 4xx, etc). Note that Content-Type headers are not checked.

“Get Agent State” Block Reports Media Type for Busy State

If an agent is in the Busy state, the Scenario Builder application’s Get Agent State block now returns the media type of the interaction the agent is busy with in variable $(busyWithMediaType). For more information, see the Scenario Builder Reference Guide.

New Periodic Reminder EWT Option in the “Find Agent” Scenario Block

The Scenario Builder application’s Find Agent block now includes the Periodic Reminder - when interaction EWT becomes less than option. If the block’s Periodic reminder - repeat every setting is configured and you enable this new option, if the interaction EWT becomes less than the specified number of seconds, you may configure the scenario to either change the periodic reminder prompt that plays or stop playing the prompt. For more information, see the Scenario Builder Reference Guide.

“Play-Listen” Scenario Block Allows DTMF Input to Be Reused in Subsequent Blocks

Version 5.5.5 introduces the new Play-Listen scenario block option Re-use digit from interrupting button in the next block. If the DTMF conditional exit is taken (i.e., DTMF is received as an input), and this checkbox is enabled, the received DTMF code is saved in the buffer and may be used in a subsequent Menu or CollectDigits blocks. Note that this box is checked by default when a new Play-Listen block is added to a scenario; the box is unchecked for Play-Listen blocks used in existing scenarios.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.

Externally Linked Images in Jaspersoft Reports

Bright Pattern tightened the security addressing a recently discovered Jaspersoft reports vulnerability. As a result Jaspersoft reports cannot use links to external URLs (e.g., links to custom logos). Bright Pattern suggests using embedded images in reports, if a custom logo is absolutely necessary.


Version 5.5.4

Bright Pattern Contact Center version 5.5.4 is a release that includes new features.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.


Notices

There are no notices to report for this version of Bright Pattern Contact Center.


Changes in System Behavior

This section describes changes in system behavior for this release.

Privileged Agents May Access Interaction Records

The agents with the privilege Listen to call recordings and view chat transcripts on assigned services will now be able to view the interaction details (e.g., accessed from a recording link from Salesforce.com (SFDC) activity history record), including call recordings and chat transcripts, for calls related to their assigned services, in the Contact Center Administrator application, section Interaction Records.


Added/Updated Features

The following features have been added or updated for this release.

Enhanced Salesforce.com (SFDC) Integration Features

For contact centers with Salesforce.com (SFDC) integration, specifically Salesforce Lightning, version 5.5.4 introduces the following enhancements:


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.5.3

Bright Pattern Contact Center version 5.5.3 includes a new feature and various bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Notices

There are no notices to report for this version of Bright Pattern Contact Center.

Changes in System Behavior

There are no changes in system behavior to report for this version of Bright Pattern Contact Center.

Added/Updated Features

The following features have been added or updated for this release.

Microsoft Graph API Succeeds Exchange Web Services for Microsoft Email Access

For customers using Exchange Web Services (EWS) for email (e.g., Outlook.com, Hotmail.com, Office 365, etc.), on Oct. 13, 2020, Microsoft stopped Basic Authentication for new email accounts of this type. Moving forward, all new email accounts will use the Microsoft Graph API for OAuth authentication.

For more information, see the Contact Center Administrator Guide, section Scenario Entries > Email.

Email Scenario Entries Account Property Changes

In the Contact Center Administrator application, section Scenario Entries > Email, changes have been made to the following Account tab properties:

Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.5.2

Bright Pattern Contact Center version 5.5.2 is a minor release that includes hotfixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Notices

There are no notices to report for this version of Bright Pattern Contact Center.

Changes in System Behavior

There are no changes in system behavior to report for this version of Bright Pattern Contact Center.

Added/Updated Features

There are no added or updated features in this version of Bright Pattern Contact Center.

Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.5.1

Bright Pattern Contact Center version 5.5.1 is a feature release.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Notices

This section contains important notices for this release.

Desktop Integration API .NET Version (ADAPI) Upgrade Notice

Version 5.5.1 includes limited support for ADAPI versions 5.3.16 to 5.3.20. Please contact Bright Pattern Customer Success to get the 5.5.1 version, rebuild your application, and schedule its deployment to happen within a couple of weeks after upgrading to 5.5.1.


Changes in System Behavior

This section describes changes in system behavior for this release.

New Desktop Integration API .NET Version (ADAPI) Agent Login Method

The AgentPlace object now provides a single method to log in to Agent Desktop for all phone device types. The new “login()” method replaces the previous, device-specific methods (i.e., “loginOnDefaultPhone()”, “loginOnHardPhone()”, “loginOnVirtualPhone()”, and “loginNoPhone()”) and uses a new argument to specify the phone device type. For more information, see the Desktop Integration API .NET Version Tutorial, section Agent Login.


Added/Updated Features

The following features have been added or updated for this release.

Manually Reschedule Preview Campaign Calls in Salesforce Lightning

Bright Pattern Contact Center version 5.5.1 allows customers with Salesforce.com (SFDC) integration accounts to manually reschedule preview campaign calls with the Agent Desktop widget from Salesforce Lightning. For more information, see the Salesforce.com Integration Guide, section Configuring Manually Rescheduled Preview Campaign Calls in Salesforce Lightning.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.5.0

Bright Pattern Contact Center version 5.5.0 is a feature release.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Notices

This section contains important notices for this release.

Desktop Integration API .NET Version (ADAPI) Upgrade Notice

If your contact center uses the 5.3.x version of the Desktop Integration API .NET Version (ADAPI), note that it will not work upon upgrading to Bright Pattern Contact Center version 5.5.0. You must get contact Bright Pattern Customer Success for the 5.5.x version of the ADAPI and rebuild your application.

Secure BPClient Plug-in for Agent Helper Application Update Requirement

If you plan on implementing the Secure Agent Helper Application device for your contact center, you will need to install the latest version of the BPClient plug-in. If you continue using plug-ins prior to this version of Bright Pattern Contact Center, functionality will not be affected; however, you won’t be able to select the encrypted voice communication phone device option.

Phone Device Options upon Upgrade

Upon upgrading to this release, the Service Provider application will have the Secure phone via browser audio (Web RTC) option and the Secure phone via soundcard/headset (Secure Agent Helper Application) option disabled. This means tenants will have everything enabled except these two options.

Web Browser Considerations for WebRTC

If you plan on using the Secure phone via browser audio (Web RTC) phone device option, your web browser might have certain limitations. For more information, see the Contact Center Administrator Guide, section WebRTC Considerations.


Changes in System Behavior

This section describes changes in system behavior for this release.

Agent Desktop Phone Device Options Dialog

After upgrading to this version of Bright Pattern Contact Center software, the Phone Device options dialog appears after logging into the Agent Desktop application (previously, the dialog appeared before login). Note that it is still accessible to users in Settings > Phone Device.


Added/Updated Features

The following features have been added or updated for this release.

New Secure Softphone Device Options for Agent Desktop

This version of Bright Pattern Contact Center software introduces two new softphone device options: Secure phone via soundcard/headset (Secure Agent Helper Application) and Secure phone via browser audio (WebRTC). When used, these options encrypt voice communications between the Agent Desktop application and the Bright Pattern platform and can be recommended for remote/home-based connections without VPN. With these secure phone device options, communications are encrypted with AES-128.

These options can be enabled for your contact center by your service provider. Once enabled, system administrators have the ability to configure which phone devices (i.e., including existing options) will be available for agents to use in the Agent Desktop application, as well as which option is the default device for new agents.

For more information, see the Contact Center Administrator Guide, section Phone Devices, and Administration Tutorials, section Phone Devices.

WebRTC Allows Desktop Operation Without Plug-in

This version of Bright Pattern Contact Center software includes the secure phone device option Secure phone via browser audio (WebRTC). The WebRTC device allows encrypted, browser-based, real-time communications without the BPClient plug-in. It is supported by a number of popular web browsers, including Chrome, Firefox, Opera, and so forth; however, it is not supported by Internet Explorer (IE).

Note that if you use this device without having the BPClient plug-in installed, the following functionalities will not be available to you:

Using Agent Desktop with a Chromebook

If you are using a Chromebook, note that several phone device options are available to you, including Secure phone via browser audio (WebRTC). Note that neither the Agent Helper Application nor the Secure Agent Helper application phone device options are available for you, as Chromebooks do not allow installation of the BPClient plug-in. For more information, see Administration Tutorials, section Using Bright Pattern Contact Center Software with a Chromebook.

Change Phone Devices Without Logging out of Agent Desktop

When agents switch phone devices after logging in to the Agent Desktop application, it is no longer necessary for them to log out and then log back in for the device to change. As soon as a new phone device option is selected and the agent clicks OK, the new device will be immediately available. For more information, see the Agent Guide, section Selecting a Phone Device.

Login Info Tab Gives Admins At-a-Glance User Login Information

The Login Info tab is added to the Contact Center Administrator application, section Users & Teams > Users. This tab allows administrators to view user login information, including last login/last logout, which type of web browser was used, phone device option, public IP address, and more; this information may be used to perform quick user diagnostics. For more information, see the Contact Center Administrator Guide, section Users.

Agent Login/Logout Report Now Includes User IP Address

The Agent Login/Logout report now includes the IP Address field. For more information, see the Reporting Reference Guide, section Agent Login/Logout Report.

Admin Control of Available Phone Devices for Agent Desktop Users

The Contact Center Administrator application now includes the Phone Devices section; this section is where administrators can configure the phone devices available to contact center users, as well as set the default device type for newly created agents. Note that certain phone device options may not be available in your contact center. For more information, contact your service provider and see the Contact Center Administrator Guide, section Phone Devices.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.3.21

Bright Pattern Contact Center version 5.3.21 is a feature release.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.


Added/Updated Features

The following features have been added or updated for this release.

Manually Reschedule Preview Campaign Calls in Salesforce Lightning

Bright Pattern Contact Center version 5.3.21 allows customers with Salesforce.com (SFDC) integration accounts to manually reschedule preview campaign calls with the Agent Desktop widget from Salesforce Lightning. For more information, see the Salesforce.com Integration Guide, section Configuring Manually Rescheduled Preview Campaign Calls in Salesforce Lightning.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.3.20

Bright Pattern Contact Center version 5.3.20 contains fixes for various defects; no changes have been made to the documentation.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.


Version 5.3.19

Bright Pattern Contact Center version 5.3.19 is a release that includes some features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Changes in System Behavior

This section describes changes in system behavior for this release.

Enabling the Agent Desktop Extension for Firefox

The Agent Desktop Helper Application is enabled for Firefox through the use of an extension called Agent Desktop Extension. The extension is now installed by clicking a link in the warning message that appears in the Agent Desktop application when users are prompted to install or update the Agent Desktop Helper Application. For detailed instructions on how to enable the extension, please see the Agent Guide, section Installing and Updating the Agent Desktop Helper Application > Firefox.

Chat Widget Styling Cobrowsing Setting

Note that the Chat Widget Styling setting Enable cobrowsing is replaced by the setting Enable co-browsing, which is located in the Contact Center Administrator application, section Scenario Entries > Messaging/Chat > Properties tab. If you had co-browsing previously configured for any of your contact center’s chat widgets, you will need to enable this new setting in order for co-browsing to work.

Chat Widget Tab Minimization and Message Alert

Chatting customers can now minimize and restore the chat widget at any time. When minimized, customers will see a message alert (i.e., a red badge) on the chat widget tab if new chat messages are sent from the agent; the number in the badge represents the number of messages the agent has sent since the widget was minimized. For more information, see the Chat Widget Configuration Guide, section Chat Widget Styling.


Added/Updated Features

The following features have been added or updated for this release.

Co-browsing with Surfly

Bright Pattern Contact Center software now features integration with Surfly, a market-leading co-browsing solution that provides the ability for the agent and the customer to navigate the same web resource at the same time. Co-browsing is an ideal solution for helping customers negotiate confusing web pages, fill out complex forms, and so forth. Note that this integration is currently available for chat services only. For more information, see the Surfly Integration Guide.

Outbound Messaging Campaigns

This version of Bright Pattern Contact Center introduces the new Service & Campaign type Outbound Messaging. When configured, it is possible to automatically generate pre-configured SMS messages, sending them to the destinations specified in calling list records. Note that this feature must be enabled for you by your service provider. For more information, see Administration Tutorials, section Outbound Messaging Campaign Configuration.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.3.18

Bright Pattern Contact Center version 5.3.18 is a release that includes some features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Changes in System Behavior

This section describes changes in system behavior for this release.

“Searchable” Checkbox for Custom Fields Renamed

In the Contact Center Administrator application, section Case and Contact Management, the custom fields setting “Searchable” is renamed “Searchable in scenarios and workflows” for clarification.


Added/Updated Features

The following features have been added or updated for this release.

Enhanced Omni QM Consult Call Evaluations

For contact centers with the Omni QM suite of features enabled, when consult calls are reviewed in the Eval Console, it is possible to navigate through the various call segments by clicking on the previous segment and next segment buttons in the playback controls. Each segment is presented with the specific caller and callee information in the header; the evaluation form, service, and screen recording are of the callee (i.e., user of final destination). Note that the number of segments can vary depending on conference call complexity. For more information, see the Omni QM Guide, section Evaluating Consult Calls.

Real-Time Agent State Information in Directories

In previous versions of Bright Pattern Contact Center software, the Agent Desktop directory showed presence information (i.e., available, on call, or away) for all types of users including agents and supervisors. Starting from this release, for agents and supervisors, the directory can show instead actual agent states including Ready, Busy, ACW, Not Ready supplemented with time spent in the state, and Supervising for supervisors. For the Busy state, the media type of the interaction is provided (i.e., call, chat, email, preview). For the Not Ready state, the reason for being in this state is provided also. For business users, the directory continues to show presence information.

The feature must be enabled for your contact center by the service provider. If not enabled, the current directory behavior (showing presence information for all users) is preserved. For more information, see the Agent Guide, section How to Use the Directory and section How to Make Consultations and Transfers.

Statistic Added to Real-Time Stats API

The runtime attribute is_super is added to the Real-Time Stats API; it returns the Boolean value “true” if a user has any Supervision privileges.

Additional Search Button Added to Interaction Records Search Results

In the Contact Center Administrator, section Interaction Records, an additional Search button is added to the Search >> Results page, which allows the user to rerun the current search and update the search results.

Spanish Localization for Agent Desktop

Starting from this release, the Agent Desktop application has been localized for Spanish-speaking markets. This localization includes supervisor views and functions but does not yet include Omni QM or Wallboard applications. To set the Agent Desktop language to Spanish, select this language as the primary language in your browser settings.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.





Version 5.3.17

Bright Pattern Contact Center version 5.3.17 is a feature release that introduces Remote Assistance Integration with LogMeIn Rescue.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Remote Assistance Integration with LogMeIn Rescue

Bright Pattern Contact Center now features Remote Assistance integration with LogMeIn Rescue. This integration allows agents who are also authorized LogMeIn Rescue technicians to provide remote desktop support and mobile device support to customers during voice or chat/SMS/messenger service interactions.

Remote Assistance integration adds the following new items to Bright Pattern Contact Center applications:

Note that before you can set up this integration, it must be enabled for your contact center by your service provider. Please visit our LogMeIn Integration Quick Start to review configuration steps and usage.

Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.3.16

Bright Pattern Contact Center version 5.3.16 is a feature release that includes Teleopti WFM integration features and introduces the BPCC SCIM-Compliant User Provisioning API. For more information about enabling new features for your contact center, please contact Bright Pattern Customer Success.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.


Added/Updated Features

Teleopti WFM Integration

Bright Pattern Contact Center now includes the following Teleopti WFM integration features:

Note that before you can set up this integration, it must be enabled for your contact center by your service provider. For more information on Teleopti WFM integration and reporting, see the Contact Center Administrator Guide.

BPCC SCIM-Compliant User Provisioning API

Bright Pattern Contact Center software now includes the Bright Pattern Contact Center (BPCC) SCIM-Compliant User Provisioning API. This API implements the System for Cross-domain Identity Management (SCIM) open standard (RFC 7643/RFC 7644) to simplify user provisioning in Bright Pattern cloud contact center environments via a third-party system.

With the BPCC SCIM-Compliant User Provisioning API, you can do the following:

The SCIM integration account is required for using the BPCC SCIM-Compliant User Provisioning API. Note that only one instance of SCIM integration account is allowed. For more information, see the BPCC SCIM-Compliant User Provisioning API documentation on Postman.

Username Changes

Starting from this version, Bright Pattern Contact Center software allows username changes. Before this capability can be used, it must be enabled for your contact center by the service provider. When enabled, this feature allows usernames to be changed in the Contact Center Administrator application and via the BPCC SCIM-Compliant User Provisioning API. For more information, see the Contact Center Administrator Guide, section Users.

Single Sign-On (SSO) Bypass

This version introduces a new privilege: Bypass Single Sign-On. Users with this privilege will be able to log in to any Bright Pattern Contact Center application via the direct authentication method (BP username, password) even if a single sign-on is configured for their contact center. By default, this privilege is enabled only for the pre-defined System Administrator role. Note that different URLs are used to bypass single sign-on. For more information, see the Contact Center Administrator Guide, section Privileges.

Changes in System Behavior

This section describes changes in system behavior for this release.

Updated TogetherJS Hub Server Location

For contact centers using chat widgets with co-browsing enabled, note that the TogetherJS hub server location was updated. We recommend upgrading to Bright Pattern Contact Center version 5.3.16 to fix any related issues.

Renamed Agent Desktop Error Message

The message “SIP phone has lost connection with the system” is renamed "A network connectivity issue is impacting your phone device." Note that the conditions that cause this error message to appear have not changed. For more information about error messages, see the Agent Guide, section List of Error Messages.

Single Sign-On Configuration

In previous versions of Bright Pattern Contact Center software, the Single Sign-On (SSO) configuration page supported separate sets of parameters for the Agent Desktop application and the Contact Center Administrator application. Starting from this release, the same set of parameters is used for both applications. The ability to enable SSO only for the Agent Desktop application is preserved. This change is intended to simplify the SSO configuration process and is backward compatible. If you currently have SSO enabled, it will continue to work after the upgrade—whether you had it enabled for applications or for the Agent Desktop application only.


An example SSO integration configuration prior to version 5.3.16


SSO integration configuration in version 5.3.16


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.3.12

Bright Pattern Contact Center version 5.3.12 is a minor release that includes some features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Notices

Agent Desktop Helper Application and Early Versions of macOS

macOS from Sierra and earlier are no longer supported for the Agent Desktop Helper Application; this is due to Apple introducing new rules of application signing. Earlier versions of the Helper Application can still be used on Sierra. If you are using macOS Sierra and older, consider not upgrading the Agent Desktop Helper Application. Note: Please do not confuse Sierra with High Sierra, which is supported.

IBM Watson Integration Accounts Use Only API Key Authentication

IBM no longer supports the username/password method of authentication; from now on, IBM supports only IAM authentication (API key). Accordingly, as of this release, Bright Pattern Contact Center now offers only the API key method of authentication for all IBM Watson integration accounts.

This change affects the following types of integration accounts:

We recommend that you check all such integration accounts and make sure that credentials have been updated with API key, as any integration accounts that previously used username/password authentication will no longer work.


Changes in System Behavior

This section describes changes in system behavior for this release.

Agent Desktop Email Enhancement

To prevent accidental removal of useful emails, the Spam and Delete buttons are moved away from the Grab button, to the right side of the email queue views. For more information, see the Agent Guide.

Before:

Spam and Trash buttons used to appear on the left


After:

Spam and Trash buttons now appear on the right


Added/Updated Features

The following features have been added or updated for this release.

Added Transcript Variables

The variable $(item.transcript.JSON) is added to the Scenario Builder application and the Workflow Builder application; it passes the full JSON transcript of a chat session or voice call.

Additionally, the following variables are available in the Workflow Builder application now (i.e., they were previously available in the Scenario Builder application only):

Note that transcripts for voice interactions will contain actual conversation messages only if Speech To Text (STT) integration is configured. For more information, see the Scenario Builder Reference Guide and the Workflow Builder Reference Guide.

“Exit After Call Work” Setting for Services & Campaigns

The setting Exit After Call Work is added to the available Services & Campaigns configuration options. If After Call Work is configured for the service, this setting allows you to set the maximum time teams assigned to this service may be in the After Call Work state. Note that if this setting is configured, it will override the timeouts configured at the system-wide level and the team level. For more information, see the Contact Center Administrator Guide, section Properties Tab.

“Play-Listen” Prompt Interruption Setting

The Scenario Builder application’s Play-Listen block adds the setting Allow interrupting prompt by customer voice. When enabled, if the block detects that a caller is talking while a prompt is playing, the prompt will be interrupted. For more information, see the Scenario Builder Reference Guide.

Microsoft Dynamics 365 Workflow Blocks

The Workflow Builder application now includes the following Microsoft Dynamics 365 blocks:

For more information, see the Workflow Builder Reference Guide.

Zendesk API Request Scenario and Workflow Blocks

The Zendesk API Request block is added to the Scenario Builder application and the Workflow Builder application. This block allows you to make a free-form Zendesk API request to Zendesk using JSON, making it possible to take a variety of actions with your integrated account (e.g., setting metadata, communicating with custom Zendesk apps, attaching voicemails, etc.). For more information see the Zendesk Integration Guide.

“Recording During Supervisor Monitoring” Setting

The setting Recording during supervisor monitoring is added to the Contact Center Administrator application, section Quality Management > Call Recording and Monitoring. Previously, when a supervisor began a call-monitoring session, the recording of such a call would begin unconditionally. While this continues to be the default behavior, you can now disable automatic recording of monitored calls by deselecting the Automatically record monitored calls checkbox. Please note that if the Automatically record monitored calls checkbox is selected, monitored calls will be recorded whether the Call Recording option is enabled for your contact center or not. For more information, see the Contact Center Administrator Guide.

Recordings Saved as Base64-Encoded String

The Scenario Builder application’s Record block adds the recording mode option Store recording into a string variable, base-64 encoded. When configured, this option makes it possible to pass voice biometrics enrollment or verification recording data via a RESTful API. Note that the length of the recording is hard-limited to 30 seconds. For more information, see the Scenario Builder Reference Guide.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.3.10

Bright Pattern Contact Center version 5.3.10 is a feature release that introduces our new Omni QM quality management suite. Omni QM requires a license; without the license, Bright Pattern Contact Center remains the same as in the previous version. For more information on how to turn on Omni QM, please contact Bright Pattern Customer Success.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Added/Updated Features

The following features have been added or updated for this release.

Omni QM

Bright Pattern is pleased to announce the addition of the Omni QM quality management suite to Bright Pattern Contact Center software. Omni QM is a suite of advanced quality management tools designed to facilitate the process of assessing and improving the quality of agent communications across media channels. Omni QM is a feature option that is built in to Bright Pattern Contact Center, enabled as part of your organization’s contract.

Omni QM builds upon Bright Pattern’s existing quality management functionality by introducing advanced quality management features, such as the ability to design evaluation forms, determine an evaluation process, have agents conduct self-evaluations, assign agent score, conduct calibrations for the purpose of improving the evaluation process, and much more.

In addition, Omni QM unifies quality management processes by placing all quality management features into a single application. When Omni QM is enabled, all interaction records, interaction search functions, evaluation forms, and other quality management tools are accessed via an evaluation console built into the Agent Desktop application. This means that supervisors no longer have to visit the Contact Center Administrator application to access interaction records and grade them; instead, supervisors can monitor, search, review, and evaluate their team’s interactions without ever leaving Agent Desktop. Moreover, agents can easily view their own interactions, evaluations, and quality score from Agent Desktop. Omni QM gives users a bird’s eye view of interaction quality across all channels and services.

The following summaries break down what is noticeably different in the Contact Center Administrator application and the Agent Desktop application when Omni QM is enabled.


What’s New in Contact Center Administrator with Omni QM Enabled

Users & Teams section
Services & Campaigns section
Quality Management section
Reports section


What’s New in Agent Desktop with Omni QM Enabled

Quality Management
Home Page


What’s New in Documentation

The Omni QM Guide explains everything you need to know about Bright Pattern Omni QM. See the new guide for tutorials, configuration, and reference information.


Changes in System Behavior

This section describes changes in system behavior for this release.

Interaction Records when Omni QM is Enabled

When Omni QM is enabled, the Interaction Records have a different look. In addition to the playback console, Interactions Records now include new tabs: Evaluation, Details, All Evals, and Case.

These tabs let you experience the functionality of Omni QM from within the interaction record, showing you the evaluation form with questions for grading the interaction; details about the interaction, including the agent’s notes and a place for the evaluator to enter comments; a list of all evaluations for the given interaction; and case details, if a case was added for the given interaction. When Omni QM is not enabled, the playback console looks the same as it did before.


Known Issues

For information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.3.7

Bright Pattern Contact Center version 5.3.7 is a minor release.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.


Changes in System Behavior

This section describes changes in system behavior for this release.

Callbacks requested for the day

Real-time metric “Callbacks requested for the day” has been improved to count calls that requested a callback option (as opposed to each separate request for callback). This prevents double counting of calls that may have requested a callback option more than once.

EWT Calculation

The formula used to calculate the real-time metric Estimated Wait Time (EWT) has been updated in order to improve accuracy. The update is a composite approach combining calculated EWT with real Average Speed of Answer (ASA) on the service. A composite approach allows EWT to better adjust to complex configurations (e.g., teams serving multiple services, blended services, scenarios that require specific skills sets in the Find Agent block, etc.).


Added/Updated Features

The following features have been added or updated for this release.

Twitter Integration

Bright Pattern Contact Center now integrates with Twitter for the purpose of allowing Direct Messages (DMs) to be processed as chat interactions. For more information, see the Twitter Integration Guide.

Screen Pop in Dynamics 365 for Preview Campaigns

For contact centers integrated with Microsoft Dynamics 365, it is now possible to configure an outbound Preview campaign to pop specific objects in your Dynamics instance. For more information, see the Microsoft Dynamics 365 Integration Guide, section Configuring Screen Pop for Preview Campaigns.

Added Fields in User Import and Export

The user properties “User must change password” and “Record calls” are added to the user import and export dataset.

Delete Option for Voicemail Greetings

In the Contact Center Administrator application, the Use this greeting for voicemail setting now includes a “delete” option that allows administrators to remove individual greetings.

Chat Widget Code Minification

The JS and CSS resources of the chat widget have been further minified for more efficient transmission over the Internet.

Notifications Prompt for Chat Widget

The editable field Notifications prompt is added to the Chat Widget styling editor. This field allows you to configure the text that appears at the top of the chat widget that prompts users to allow notifications from their web browsers.


Known Issues

Salesforce in Safari

Due to an issue with the Safari web browser, Safari does not always support embedded objects in iframe. This issue affects Bright Pattern users who are accessing Agent Desktop, which uses iframe, via Salesforce integration accounts.

In order to access your integrated Salesforce account in the Safari web browser, use the following workaround:

  1. Open the Agent Desktop application in a new window or tab in Safari. Log in to Agent Desktop.

  2. In a separate Safari tab, go to Salesforce.com and log in.

  3. In Salesforce, click the phone icon to open the embedded Agent Desktop widget.


For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.



Version 5.3.6

Bright Pattern Contact Center version 5.3.6 is a minor release.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.


Changes in System Behavior

This section describes changes in system behavior for this release.

“Listen to call recordings and view chat transcripts on assigned services” Privilege

Starting from this release, the user privilege Listen to call recordings and view chat transcripts on assigned services will no longer require a supervisor license.


Added/Updated Features

The following features have been added or updated for this release.

Desktop JavaScript API and Embedded Agent Desktop API Changes

setRescheduleWindow is a new method that has been added to the Desktop JavaScript API and the Embedded Agent Desktop API. setRescheduleWindow allows you to reschedule outbound dialing retry time to be within a specific timeframe with the option to specify a time zone.

The postVariable method has been updated in the Desktop JavaScript API and the Embedded Agent Desktop API. postVariable now can be used to set activity history to service/campaign results.

Expanded Scheduled Reports Parameters

In the Contact Center Administrator application, section Report Templates, when scheduling hourly reports, the following options are added to the Time Frame reports parameter: Today and This Week. The new options allow hourly reports to generate data for the period of “today” or “this week” at the Repeat Every setting’s interval. Note that in Bright Pattern Contact Center version 5.2.x, it was possible to configure a Daily Report to run every 15 minutes and include data for Today; the new parameters make it possible to generate similar reports.

Email Queue Scalability

Version 5.3.6 includes performance improvements in queue handling that allow you to have more emails in storage and in the push queue.


Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.




Version 5.3.5

Bright Pattern Contact Center version 5.3.5 is a minor release with the following new features.

Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.

Features and Notes

Simplified Desktop .NET API Extensions

The following methods have been added to the Simplified Desktop .NET API:

Scenario Functions for Credit Card Validation

To support over-IVR payment solutions, the following scenario functions have been implemented in this release:

Encryption Settings Menu Relocation

In the Contact Center Administrator application menu, section Encryption Settings was moved from under the Quality Management section header to under the Security section header.

Added Chat Widget Styling Options

The following options are added to the Chat Widget Styling editor:

For more information, see the Chat Widget Configuration Guide, section Chat Widget Styling.

New Proactive Offer Conditions

The following conditions are added to the Proactive Offer chat widget: Estimated wait time, below and Non-mobile browser.

The condition Estimated wait time, below allows administrators to show the proactive offer only when the expected time in the queue for customers would be less than the configured amount of time.

When configured, the Non-mobile browser condition allows proactive offers to be blocked on mobile devices.

For more information, see the Chat Widget Styling Guide, section Proactive Offer.

Maximum Concurrent Chats Per User

The setting Maximum concurrent chats is added to the Contact Center Administrator application, section Users. When configured, this option lets administrators define the total number of concurrent chats an agent will process at a given time.

Note that when set to a lower number of chats than set in omni-channel routing, this setting will impact agent occupancy, where 100% of occupancy will be the maximum number of chats from the omni-channel routing setting, and less when clamped down by this per-user setting (e.g., 4 chats in omni-channel routing - 100%, clamped to 3 - 75%). We will be addressing this in upcoming releases.

For more information, see the Contact Center Administrator Guide, section Users.

Pre-Chat Form Data Validation

In pre-chat forms, the data entered in the following field types will be automatically validated: phone number, callback phone number, email, or date; the data must be entered in the specified format before the form is accepted. Note that the validation functions are intended only to check that the entered data is entered in the correct format. That is, the functions are not expected to verify whether mailboxes, domains, or phone numbers actually exist, nor to modify the valid entered data in any way.

For more information, see the Chat Widget Styling Guide, section Working with Form Fields.

Co-browsing Indicator Variable for Reporting

The scenario variable $(item.coBrowsing) may be used to determine if a co-browsing session was requested by the chat client. The variable may be added to custom reporting fields in scenarios.

For more information, see the Scenario Builder Reference Guide, section Variables.

Co-browsing Configuration Note

For customers upgrading to version 5.3.5 who configured chat per the full chat code on older versions of Bright Pattern Contact Center:

If the togetherJS_enabled variable was used to enable co-browsing, after you upgrade, the Chat Widget Styling option Enable cobrowsing will have priority over the variable after any changes are made and saved in Chat Widget Styling. If you wish to configure co-browsing, we recommend enabling this setting in Chat Widget Styling.

Text Labels for Co-browse and Exit Icons

In the chat widget, tooltips containing text labels are added for the Co-browsing and Exit icons, which allows customers to see the names of the icons on mouseover.

Extended Knowledge Base Variable Functionality

The Knowledge Base answer variable $(from.name) is expanded to include chat interactions. That is, when this variable is used in Knowledge Base articles, the variable will populate with the name entered in pre-chat forms.

For more information, see the Contact Center Administrator Guide, section Knowledge Base.

CC/BCC Viewable in “Show Original Email Content”

When agents send outgoing emails that include CC or BCC fields, it is possible to see the email addresses from these fields when the Show original email content button is selected.



Version 5.3.4

Bright Pattern Contact Center version 5.3.4 is a minor release; please note the following.

If you are upgrading to this version from a previous release, be sure to review the features from any versions you may have skipped past, as these release notes include important information about features specific to each version.

Viewing Reports in Firefox

Due to a JavaScript root name conflict between Google Web Toolkit (GWT) and Firefox, reports are not displaying in Firefox 67—running a report brings up a blank browser tab. Bright Pattern plans on addressing this issue in a future release. Until this time, we recommend the following workaround:

  1. In Firefox, navigate to about:config. That brings up a list of preferences.

    5.3.4-RN-1.PNG


  2. Search for preference security.webauth.u2f, and set the value to false by double-clicking on the preference.

    5.3.4-RN-2.PNG

Call Recording Notification Changes

Prior to release 5.3, when an agent manually stopped call recording, both parties on the call (i.e., the customer and the agent) would hear a beep notifying them that the recording was stopped. There was no notification when recording was manually resumed. In release 5.3, configurable notifications have been introduced for manual stop and start of call recording. By default, no notifications are sent to either party—neither for stop nor for start. This change was made without preserving the existing behavior. Thus, after upgrading to 5.3, no notification is sent when recording is manually stopped. To restore the pre-upgrade behavior, you need to select the to agent and to customer checkboxes for the option Play notification when recording stops in the Contact Center Administrator application, section Quality Management > Call Recording and Monitoring.

“Repeat Every” Property in Scheduled Reports

Prior to version 5.3.4, the scheduled reports property Repeat every was available with hourly and daily recurrence, which caused an overlap in scheduled report configuration options. Starting from version 5.3.4, this property is available for scheduled reports with hourly recurrence only. The previously scheduled reports are automatically migrated to the new settings. Thus, if you had scheduled reports with daily recurrence that are set to repeat more frequently than hourly and you are missing the option to set Repeat every, check it under hourly reports.

“Required” Checkbox in Activity Forms

Before version 5.3.0, even if an activity form field had the property Required checked, the agent was still able to complete an interaction without filling out the field. Starting from version 5.3.0, interaction processing cannot be completed until all required fields of the form are filled out.



Version 5.3.3

Bright Pattern Contact Center version 5.3.3 is a minor release; please note the following.

Wallboard Application Hard Refresh

Depending on how your Wallboard application is started, after upgrading to this version, you may not be able to access wallboards or see any data in them. In this case, you will need to do a hard refresh of the given browser page, after which the application should start normally.

Set Agent State Block Change

Starting from this version, in the Scenario Builder application, the Set Agent State block’s action GET_STATE has been deprecated. Its functionality is now provided via the dedicated Get Agent State scenario block. If you have any questions about this particular change, please contact the Customer Success team directly at +1 855 631 4553.

Incoming Callback Reservation Notification

In call centers utilizing the Virtual Queue callback feature, Agent Desktop now pops a reservation notification to agents, which informs them they have been reserved for a callback. The notification includes a checkbox option to not show the notification in the future.

For more information, see Virtual Queue Tutorial, section Overview.



Version 5.3.2

Bright Pattern Contact Center version 5.3.2 is a minor release; please note the following.

“My Subteam Only” Checkbox in the Wallboard’s Agent Grid Widget

When upgrading to version 5.3.2, if the “My Subteams Only” checkbox in the Wallboard’s Agent Grid widget was previously checked, you may need to uncheck it in order for your widget to show data (i.e., general agent data and not data related to your subteams).

Proactive Offer Chat Widget Sizing Treatment

Please note that in release 5.3.0 the Proactive Offer chat widget sizing treatment was changed. Previously, contact buttons were placed outside of the offer area, which caused layout issues. Starting with release 5.3.0, the buttons are inside the widget. We advise all customers who used Proactive Offers before version 5.3.0 to review and adjust the sizing of the widget dialog and possibly add line breaks to separate widget content from the buttons.

Select Disposition Control for Chat

Version 5.3.2 relocates the chat disposition preselection button placement from next to the disposition name into to the selection of chat controls. The disposition selection control allows you to disposition a chat before the chat is completed; however, this disposition may be changed before the chat is completed. For more information, see the Agent Guide, section Chat Controls.




Version 5.3.1

See what's new for Bright Pattern Contact Center version 5.3.1.

Email Reply and Forward Buttons in Agent Desktop

In the Agent Desktop application, for email cases with all states except Closed, the Reply and Forward buttons are accessible at the top and bottom of a message; the top buttons will show on cursor hover and the bottom buttons will always display.

For more information, see the Agent Guide, section How to Compose a Reply.



Version 5.3.0

Bright Pattern Contact Center version 5.3 adds a number of new features and enhancements, including advanced search capabilities, Conversational IVR, and Microsoft Dynamics 365 integration.

Keep reading to learn more about what’s new in version 5.3.

Agent Desktop Performance

Keep Agent Desktop Awake

Previously, when the agent's computer went to sleep mode due to inactivity, the OS would shut down the Internet connection causing the Agent Desktop to log out the user automatically due to connection loss. This negatively affected users' productivity and KPIs. Starting with this release, the Agent Desktop application with a logged-in user will prevent the computer from going into Sleep mode by the inactivity timeout.

This feature does not affect the user's ability to put the computer in Sleep mode manually (e.g., via the Power menu option or by closing the laptop lid).

Note that the auto-logout prevention behavior is unconditional and applies to computers on both Windows and Mac OS.

Safari Browser Extension For Agent Desktop Helper Application

To address the Safari web browser’s dropped support for NPAPI in Safari 12, Bright Pattern has implemented the Safari App Extension, which is supported for Agent Desktop users on Safari 10, 11, and 12 on Mac OS X 10.12 (Sierra) and higher.

The Safari App Extension will be packaged into the Agent Desktop Helper Application (i.e., the BPClientSetup.exe installer); the installer will detect the OS X version the system is running at and install the extension only if it runs on Mac OS 10.12 and later.

For more information, see the Contact Center Administrator Guide, section Agent Desktop Helper Application.

Agent Desktop UI

Bright Pattern SSO

Bright Pattern now offers single sign-on (SSO) functionality for our contact center platform. SSO allows users to sign in just one time for access to Agent Desktop, Wallboard, and Contact Center Administrator applications.

Home Page

The Agent Desktop section My Grades is renamed Home Page.

Search & Preview Records

The Agent Desktop section Contacts is renamed Search & Preview Records.

Non-Trivial Totals for Supervisor Statistics

In the Agent Desktop application, section Supervision, metrics displayed in the Service Metrics area are no longer always presented as the sum in the totals bar. For example, the totals bar will display the total number of interactions for metric IN Waiting, but the IN Max Wait metric total will display the service with the maximum amount of wait time.

For more information about real-time metrics, see the Supervisor Guide.

AI and Bots

Conversational IVR

Bright Pattern’s Conversational IVR is an interactive voice response (IVR) solution that leverages integrated chatbots and speech recognition technologies for self-service. Unlike traditional IVRs that prompt callers to select from menu options, Conversational IVR lets customers choose the path they prefer by simply saying what they want. Callers can interact naturally in their own words, eliminating the need to memorize options.

Powered by integrations with Amazon, Google, GoVivace, and IBM, conversational IVR utilizes speech-to-text (STT) technology, text-to-speech (TTS) technology, Natural Language Processing, and Natural Language Understanding to learn about customer behavior, collect data, and deliver insights based on what customers say. Using collected data, the conversational IVR can learn and be improved and updated continually through the voice of the customer.

Conversational IVR can be configured in scenarios using the new Play-Listen scenario block. For more information, see the Scenario Builder Reference Guide, section Play-Listen.

APIs

Multichannel Recording API

Version 5.3 allows you to record voice of each participating party on a call into a separate audio file and export these files in uncompressed format via an API. Note that this function requires extra storage and must be enabled for you by your service provider.

For more information, see the Interaction Content API.

Interaction Content API Method Extensions

The Get File and Get Metadata API methods allow you to download recording files in the original stored format (GSM) without converting them to PCM format.

To use the API methods, you need to have the “Allow recording export API access” privilege.

Note that the Interaction Content API was previously called the Recording Retrieval API.

SMS/MMS API

The SMS/MMS API allows for the sending of SMS/MMS messages via text-capable access numbers of the Bright Pattern platform from an external application and tracking the delivery status of those messages. Possible replies can be directed to a chat service associated with the assigned access number.

For more information, see the Contact Center Administrator Guide, section Privileges and the SMS/MMS API Specification.

Call Center Configuration

Configurable Notifications for the Start and Stop of Call Recordings

Version 5.3 presents the options Play notification when recording starts and Play notification when recording stops in the Contact Center Administrator application, section Quality Management > Call Recording and Monitoring.

These individually configurable options allow you to choose whether notifications play at the beginning and/or end of recorded calls. Additionally, you may configure whether a prompt is played to an agent, a customer, or both. Note that separate tones or pre-recorded prompts may be uploaded for either of the configurable options.

For more information, see the Contact Center Administrator Guide.

Grayscale Screen Recordings

Administrators can now specify Agent Desktop screen recordings to be saved in grayscale rather than color, which results in significant bandwidth savings. This option is set in Screen Recording properties in Contact Center Administrator.

Individual Volume Controls for Ringtone and Notifications

Ringtones and Alerts has been added to the available selection of Agent Desktop’s user settings. From this setting, users can change the volume of the ringtone as well as the tone of external chat and preview record notifications.

For more information, see the Agent Guide, section Ringtones and Alerts.

System-Level Volume Controls for Ringtones and Notifications

Volume slider controls have been added to the Contact Center Administration application, section Call Center Configuration > Audio Treatments, making it easier to adjust the volume of ringtones and notifications in your call center.

For more information, see the Contact Center Administrator Guide.

Case and Contact Management

Advanced Case and Contact Search

Version 5.3 expands full-text search capabilities to include email bodies in the Agent Desktop application, section Search & Preview Records (formerly known as Contacts). This is made possible through the implementation of Elasticsearch, a leading edge search engine that quick searches on powerful and flexible criteria.

When enabled, agents may do the following:

For user information, including expanded search options, see the Agent Guide, section Advanced Search.

Expanded Case Management Settings and Case State

Version 5.3 expands case features to allow better organization of your contact center’s personal and team queues; features include new management settings and case states.

Case states in the Agent Desktop application are expanded to allow a variety of customizable choices; these states include the following: New, Open, Pending, Resolved, and Closed

The Contact Center Administrator application contains the following additions to section Case & Contact Management:

For more configuration information, see the Contact Center Administrator Guide, section Case Pending Reasons and section General Settings. For more information regarding case state, see the Agent Guide, section Case State.

Creating Cases Outside of Interactions

It is possible for agents to create a case for a saved contact without an interaction. The Add a case button, found in Search & Preview Records, Contacts tab, creates a new case with the “add note” field open and the option to send an email. When a case is created in this way, it puts the creating agent in a Busy state.

For more information, see the Agent Guide, section How to Create New Cases.

Creating Follow-Up Cases from Closed Cases

Version 5.3 introduces the Create follow-up case button for closed cases. While there is no way to reopen a closed case, it is possible to create a new “follow up” case, instead.

For more information, see the Agent Guide, section How to Send a Follow-Up Outbound Email.

Link Button for Easy Access and Collaboration on Cases and Contacts

Version 5.3 introduces the link button for cases and contacts. Clicking this button copies a direct access URL to the specific case or contact, which can be shared with the other agents or supervisors of your contact center.

For more information, see the Agent Guide, section My Cases Interface and section Search & Preview Records Interface.

Chat

Proactive Offer Chat Widget Sizing Treatment

Please note that in release 5.3.0 the Proactive Offer chat widget sizing treatment was changed. Previously, contact buttons were placed outside of the offer area, which caused layout issues. Starting with release 5.3.0, the buttons are inside the widget. We advise all customers who used Proactive Offers before version 5.3.0 to review and adjust the sizing of the widget dialog and possibly add line breaks to separate widget content from the buttons.

Documentation

Bright Pattern Contact Center help documentation has been redesigned and reorganized to make it easier to find information.

Bright Pattern Contact Center Docs Home

The documentation home page offers visual cards organized by topic: Agents, Administration, Supervisors, What’s New, Tutorials, Reporting, API Reference, Integrations, Support, and FAQ.

Cards contain drop-down menus with easy-to-navigate links. See the new look of Bright Pattern Contact Center Docs at help.brightpattern.com.

Tutorials

We provide tutorials for every type of user: agent, administrator, and supervisor. To accommodate new how-to articles, we have reorganized the Agent Guide, Contact Center Administrator Guide, and Scenario Builder Reference Guide.

The Agent Guide focuses on topics related to agent experience (i.e., setup, working in Agent Desktop, tutorials, and troubleshooting).

The Contact Center Administrator Guide is now supplemented by Tutorials for Admins, which presents a wide range of “how-to” material for administrators configuring contact centers. Topics include AI and bots, integrations, scenarios, services, and so forth.

The Scenario Builder Reference Guide includes new chat and voice scenario exercises, which utilize annotated templates that can be downloaded and imported into a contact center for training purposes.

New Guides

The Embedded Agent Desktop SDK Specification includes a detailed description of the API used to embed the Agent Desktop widget into webpages to support requests for information about agent states and interactions, as well as control agent and supervisor login, status, call flow, call recordings, transfers, and outbound dialing.

The Microsoft Dynamics 365 Integration Guide provides integration configuration procedures and explains how to enable access to Microsoft’s Web API in order to access Dynamics 365 data from Bright Pattern scenarios.

Doc Archives

Help documentation for Bright Pattern Contact Center version 3.x has its own dedicated space: help3x.brightpattern.com.

Email

Customizable Disposition Buttons for Email

New for email services, dispositions may be configured as buttons that appear in the toolbar of both team queue and personal queue in Agent Desktop’s My Cases; these buttons allow agents to quickly disposition emails and remove them from the queue.

Disposition buttons are configured in the Contact Center Administrator application, section Services & Campaigns > Dispositions Tab, with the new settings Show in toolbar in team queue and Toolbar icon.

For more information, see the Contact Center Administrator Guide, section Dispositions Tab.

Option to Suppress Thread ID in Email Subject Line

The option Insert thread id in email subject is added to the Contact Center Administrator application, section Scenario Entries > Email > Services tab. When disabled, an email case’s thread ID will be removed from the email’s subject line. Note that this setting is automatically enabled for existing email entries; if you are creating a new scenario entry for email, this setting is not enabled.

For more information, see the Contact Center Administrator Guide, section Email.

Post-Transactional Email Surveys

Version 5.3 lets you send post-transaction surveys to your customers via email. Our customizable HTML survey forms can be tailored to any service for any language and can be sent automatically to the customer based on the interaction’s disposition.

The customer receives the email with a link to the online survey, completes the survey, and gets an auto-generated “thank you” response. Conveniently, the customer’s survey data are saved to Activities and attached to the associated case.

Survey forms are configured in the Survey Form Editor application, which is accessible through the Contact Center Administrator application, section Quality Management > Survey Forms. Survey forms may be sent through the Workflow Builder application or the Scenario Builder application, when configured in an EMail block. Note that the Survey Form Editor is part of Bright Pattern Contact Center quality management features, is enabled per tenant.

For more information, see the Contact Center Administrator Guide, as well as the Workflow Builder Reference Guide, section [[5.3:Workflow-builder-reference-guide/HowtoSolicitPost-TransactionalSurveysviaEmail|How to Solicit Post-Transactional Surveys via Email].

Forms

Activity History Forms Display Custom Fields

Version 5.3 introduces Activity History forms. Activity History forms pull information from the activity forms agents fill out during interactions. This information is then saved to the case and contact history corresponding to the interaction and is accessible in Agent Desktop’s section Search & Preview Records (formerly Contacts).

When configuring Activity History forms, note that they are defined per service type (i.e., chat, email, voice). Additionally, they may include custom Activity History fields.

For more information, see the Contact Center Administrator Guide, section Activity History Forms, and the Form Builder Reference Guide, section How to Configure Activity History Forms.

Clone Pages of Activity Forms

The clone button has been added to the Form Builder application for activity forms; the button is located next to the add page button in the pages palette.

Clicking clone creates a new page titled "Clone of <page name>" and all controls are copied from the cloning page. Additionally, you can change the default page name when creating a new page by clicking the green + button. After clicking this, the page name should read "Page 2", "Page 3," and so forth, instead of "New Page".

For more information, see the Form Builder Reference Guide, section How to Configure Activity Forms.

Integrations

Microsoft Dynamics 365 Integration

Bright Pattern Contact Center now integrates with Microsoft Dynamics 365 applications to provide single sign-on, Dynamics 365 data-driven interaction routing, screen-pop, activity history, and click-to-call functions.

This integration adds new scenario blocks: Microsoft Dynamics Create Object, Microsoft Dynamics Delete Object, Microsoft Dynamics Screen Pop, Microsoft Dynamics Search Object, Microsoft Dynamics Select Account, and Microsoft Dynamics Update Object.

For more information, see the Microsoft Dynamics 365 Integration Guide and the Scenario Builder Reference Guide.

New Authentication for IBM Watson Assistant

Watson Assistant has been added as a bot/chat suggestions engine integration type because IBM Watson no longer supports username/password authentication for their newer generation of services.

Watson Conversation integration has been renamed Watson Assistant (Conversation) in order to support backward compatibility.

For more information, see the Contact Center Administrator Guide, section Bot / Chat Suggestions Engine Integration.

Screen Recorder Stores Directly to Amazon AWS

Release 5.3 provides two options for screen recordings storage: local storage and Amazon AWS.

Local storage is the default. When Amazon AWS storage is selected, screen recordings will be uploaded directly to your S3 bucket. You can specify exactly where (i.e., to which S3 bucket) such recordings will be stored in AWS integration account properties.

AWS integration account properties now include property “Region” for specifying the geographical region where Amazon S3 will store your buckets.

For more information, see the Contact Center Administrator Guide.

Single Sign-On with Google G Suite Apps

Bright Pattern integrates with Security Assertion Markup Language (SAML) 2.0 identity providers, allowing you to configure single sign-on (SSO) functionality for Agent Desktop and Contact Center Administrator.

We’ve implemented SSO with Google G Suite applications (e.g., Gmail, Google Docs, Google Drive, etc.), so you can sign in just once to access all your apps.

For SSO configuration steps, see the SAML 2.0 Single Sign-On Integration Guide.

Reporting

Expanded Agent Selection Features in Agent Reports

The following features have been extended to the following reports:

Features

Affected reports

For more information, see the Reporting Reference Guide, section Report Generation.

New Time Frame Report Parameters

To support the ISO week definition, where the first day of the week is Monday, the new time frame reporting parameters Last Week (Monday - Sunday) and This Week (since Monday) have been added to ad-hoc reports, scheduled reports, and Agent Timeline.

For more information about generating reports, see the Reporting Reference Guide.

Reporting Data for Agent City and Country

The new fields agent_country and agent_city have been added to both the agent_activity table and agent_performance table. These fields display the country and city listed per user in Users > Location tab and enable grouping of agents in reports by location.

For more information, see the Reporting Database Specification.

Scheduled Reports UI Changes

Version 5.3 introduces various changes to the sections of the Contact Center Administrator application dedicated to reporting.

Section Reporting > Report Templates now includes the Used In tab, where users may see what reports a report template is associated with, create and customize a new report from the template, schedule report generation and delivery, and delete reports.

Section Reports introduces updates to the user interface, including report generation buttons. For original, unmodified reports, the buttons are renamed Customize, 'Rename, and Clone; for cloned reports, the Delete button is included. Note that it will be possible to delete cloned reports only.

For more information see the Contact Center Administrator Guide, section Report Templates, and the Reporting Reference Guide, section Report Generation.

Scenarios and Workflows

Bright Pattern Case and Contact Management Workflow Blocks

The Bright Pattern Create Object and the Bright Pattern Update Object blocks have been added to the Workflow application.

The Bright Pattern Create Object block allows objects to be created in the Bright Pattern Contact Center database, and the Bright Pattern Update Object block allows existing database objects to be modified. Object types include case, contact, company, and activity history (for Bright Pattern Create Object only).

For more information, see the Workflow Builder Reference Guide.

Enhanced Bright Pattern Search Object Block

The Scenario Builder application’s enhanced Bright Pattern Search Object block allows you to add multiple search conditions within a single block, and expands the searchable Case object type to include Reporter Id and State.

For more information, see the Scenario Builder Reference Guide, section Bright Pattern Search Object.

Play-Listen Scenario Block

Version 5.3 introduces the Play-Listen scenario block, a key part of Bright Pattern's conversational IVR. It enables natural conversation in an automated scenario, using a combination of integrated text-to-speech and speech-to-text technologies, along with integrated chatbots to "talk" to customers on inbound voice calls and "listen" for their spoken or DTMF (i.e., touch tones) response.

Play-Listen may be used in voice scenarios with Configure a Bot and Ask a Bot blocks when configuring conversational IVR. For more information, see the Scenario Builder Reference Guide, section Play-Listen.

Popping Case and Contact Information to Agents

Specific case and contact information can be popped to agents at the start of interactions if a direct access URL is included in a Web Screen Pop block in the Scenario Builder application.

For more information, see the Scenario Builder Reference Guide, section How to Create a Chat Scenario That Pops Case or Contact Information.

Random Function in Scenario Builder Application

The function random(max) is available to use in the Set Variable scenario block; when used, this function takes one integer parameter and returns a random integer number in the configured range (i.e., 0 to whatever number is defined as “max”). This function can be used, for example, to launch a random percentage of surveys.

For more information, see the Scenario Builder Reference Guide, section Built-In Functions.

Telephony

Dial Pad Button Added to Agent Desktop Call Controls

The Dial Pad button is added to the controls available to agents on active calls; this button pops a dial pad that allows agents to click on the keys or use their keyboard to enter DTMF keys. Note that this control may be used to speed dial through external IVRs.

For more information, see the Agent Guide, section Call Controls.

Speed Dial Through External IVRs

Version 5.3 allows the comma symbol (i.e., “,” ) to be added to phone numbers and extensions entered in the number input field for the purpose of speed dialing through external IVRs. Each comma represents a one-second pause the system takes before entering the next DTMF key (i.e., 1-9, #, *); multiple commas may be configured consecutively for a longer pause.

Commas may be added at the end of a regular number or extension and then between subsequently dialed DTMF keys. Some examples of dialed numbers include the following:

Phone numbers and extensions dialed with comma symbols will appear in Agent Desktop’s Recent list and can be saved to a contact record with the symbols included.

For more information, see the Agent Guide, section How to Speed Dial Through External IVRs.

Streamlined Call Transfers and Conference Calls

The Initiate transfer or conference button streamlines phone controls in the Agent Desktop application. When an agent is on a call and this button is selected, a search window will pop open. From here, the agent can search for a contact to blind transfer the call to, dial directly, or dial as a conference call.

For more information, see the Agent Guide, section How to Make Consultations and Transfers.

Wallboard

Wallboard Font Size Adjustment Control

Version 5.3 introduces a font size adjustment control for Wallboard widgets. Accessible in Edit mode, the control allows you to adjust the font size Agent Grid and Service Grid widgets.

For more information, see the Wallboard Builder Reference Guide, section Title and Controls.

Wallboard Time Series Widgets

The new Time Series widgets allow you to display service and team data in a linear, time-based chart. Chart data is updated every 10 seconds and is displayed in 30-second increments. Viewable data ranges from 15 minutes to seven days.

For more information, see the Wallboard Builder Reference Guide, section About Time Series Widgets.



Version 5.2.11

Bright Pattern Contact Center version 5.2.11 contains fixes for various defects; no changes have been made to the documentation.



Version 5.2.10

See what's new for Bright Pattern Contact Center version 5.2.10.

Request Callback for Outbound Voice Services

Outbound Voice service functionality allows Request Callback for Preview mode; this makes it possible for an agent to be reserved for a requested callback without indication to the agent.

For more information, see the Contact Center Administrator Guide, section Outbound - General.



Version 5.2.9

Bright Pattern Contact Center version 5.2.9 contains fixes for various defects; no changes have been made to the documentation.



Version 5.2.8

See what's new for Bright Pattern Contact Center version 5.2.8.

Disposition Variable in Workflows

Starting from this release, the $(disposition) variable is added to the Workflow application. This variable allows you to take actions within a workflow based on your call center’s configured dispositions. For example, you can create conditions in the If block that allow you to send different emails to customers based on what disposition their interaction received (i.e., send one follow-up email if the disposition is "Product sold" and a different follow-up email if the disposition is "Service provided").

For more information, see the Workflow Builder Reference Guide, section Variables.

Dialable Metric for Wallboard

The Dialable metric is now available in the Wallboard application; it may be displayed in the Single Statistic widget and Service Grid widget. This metric provides the number of records within this campaign that can be dialed at this moment.

For more information, see the Wallboard Builder Reference Guide.

Recording Retrieval API Method Extensions

The Get File and Get Metadata API methods now allow you to download recording files in the original stored format (GSM) without converting them to PCM format, as well as get audio recording metadata.

To use the API methods, you need to have the “Allow recording export API access” privilege.

User Management API Extensions

The User Management API now includes two new methods for automatically exporting detailed information: Export User Phone Numbers and Export Access Numbers.

Export User Phone Numbers returns users' phone extension, login ID, first name, last name, whether voicemail is activated, and whether a voicemail greeting is present.

Export Access Numbers returns access number data, including the number, media type, extension, name of the scenario used, and display name.

For more information, see the User Management API Specification, section Export User Phone Numbers and section Export Access Numbers.

Web Screen Pop Block Enhancement

The Web Screen Pop block in the Scenario Builder application now includes the option “Keep open when interaction is finished.” When selected, this option keeps open the pop-out browser tab after an agent’s interaction with a customer has ended.

For more information, see the Scenario Builder Reference Guide.



Version 5.2.7

See what's new for Bright Pattern Contact Center version 5.2.7.

Events Fired from Chat Widget

The chat widget now fires events when a user opens a pre-chat form, closes a pre-chat form, or starts a chat. In addition, the chat widget also fires events when a proactive offer appears on the screen, when a user closes it, or when a user starts a chat.

These events allow the webpage that contains the chat widget to process corresponding events or propagate them to third-party systems.

For more information on chat configuration, see the Contact Center Administrator Guide, section Web Chat Configuration.



Version 5.2.6

See what's new for Bright Pattern Contact Center version 5.2.6.

Chat Widget Auto-Start

Release 5.2.6 introduces the option to configure the chat widget to initiate a chat session automatically upon a webpage loading. To do this, in the Web HTML snippet, add the attribute autostartChat with the value true; note that the default value is false.

For more information, see the Contact Center Administrator Guide, section Web Chat Configuration.



Version 5.2.5

Bright Pattern Contact Center version 5.2.5 includes the following new features.

Expanded Case Search for Email Addresses

Search filter functionality has been expanded for the My Cases section in Agent Desktop. You may search for any part of an email address by using the email: filter, followed by the desired part of the email address. For example, a search of “email:ma” could return results such as “example@gmail.com,” “masha@example.com,” and so forth.

For more information, see the Agent Guide, section How to Search Email Cases.

New Metric for Surveys Table

The metric global_interaction_id has been added to the surveys table; this metric is the Global Interaction Identifier. For more information see the Reporting Database Specification, section surveys.



Version 5.2.4

Bright Pattern Contact Center version 5.2.4 includes the following new feature.

Skill Mapping for LoxySoft WFM Integration

Version 5.2.4 introduces skill mapping for your LoxySoft WFM integration account. Skill mapping allows you to map your contact center’s service names to code numbers in your Loxysoft account when configuring your integration account.

For more information, see the Contact Center Administrator Guide, section Integration Accounts.




Version 5.2.3

Bright Pattern Contact Center version 5.2.3 includes the following new features.

New and Updated Scenario Builder Blocks

New and updated scenario blocks are introduced in the Scenario Builder application; the blocks allow the creation and alteration of internal database objects.

Contact Import & Export

Version 5.2.3 introduces section Contact Import & Export to Contact Center Administrator; this will replace and remove the Bulk Export/Import Contacts feature from the Agent Desktop Contacts screen.

Contact Import & Export expands contact management in the following ways:

For more information, see the Contact Center Administrator Guide, section Contact Import & Export.

Campaign Identification With Manual Outbound Calls

The checkbox Limit manual outbound calls to numbers in lists and record manual call results in campaigns has been added to Services & Campaigns > Outbound - General Settings for outbound or blended campaigns; it is available for all campaign types.

When enabled, this setting allows manually dialed phone numbers to be included in campaigns, should the phone number match one of the campaign’s dialable phone numbers; click-to-call numbers are also included. Once included in a campaign, manually dialed calls will be counted toward related campaign metrics.

Additionally, when this setting is selected, the following applies:

For more information, see the Contact Center Administrator Guide, section Outbound - General.

Case & Contact Management Search Enhancements

New settings can either expand search capabilities for the My Cases section in Agent Desktop or remove them entirely.

The checkbox Display contacts and cases for default search results has been added in Case & Contact Management > General Settings.

If the checkbox is checked, the first 200 cases/contacts are displayed, newest first (contacts are sorted by modified date/time in descending order; for cases, the drop-down menu is used for sorting). If the checkbox is unchecked, no search information is displayed; the agent will see "Enter search criteria" in the middle of the table, instead.

Search parameters have been expanded to include date of birth, first name, last name, and company fields, as well as removing case sensitivity from email searches.

Additionally, you can now filter search results using the following tags:

For more information, see the Contact Center Administrator Guide, section Case & Contact Management General Settings.

Localization for Wallboard

Version 5.2.3 supports localization for the Wallboard application in English, German, and Japanese.

Daily WFM Agent Performance Reports

When scheduling WFM reports, agent performance reports are now run/delivered on a daily basis.

For more information see the Contact Center Administrator Guide, section WFM Reports.

WFM reason codes mapping for Not Ready reasons

You can now configure Not Ready reasons as numerical codes in real-time data.

For more information, see the Contact Center Administrator Guide, section Integration Accounts.

Loxysoft WFM Integration

Bright Pattern Contact Center software now supports integration with Loxysoft ProScheduler WFM. When configured, this allows the export of interactions statistics and agents events to Loxysoft.

For more information, see the Contact Center Administrator Guide, section Integration Accounts.

Bright Pattern Search Object Block Added to Workflows

The Bright Pattern Search Object block has been added to the Workflow Builder application; using this block can help when retrieving activity data and searching through the internal database.

For more information, see the Workflow Builder Reference Guide, section Bright Pattern Search Object.



Version 5.2.2

Bright Pattern Contact Center version 5.2.2 includes the following new features.

NICE Integration

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

Location Settings for Proactive Offer Chat Widget

Location settings have been added for the Proactive Offer chat widget; these settings allow you to configure where the widget will appear on the screen.

For more information, see the Chat Widget Configuration Guide, section Proactive Offer Styling.

Section 508 Compliance

In accordance with Section 508 of the United States Workforce Rehabilitation Act of 1973, the chat widget has been enhanced to be accessible to people with disabilities.




Version 5.2.1

Bright Pattern Contact Center version 5.2.1 includes the following new features.

New Zealand Date Format

The locale English-NZ has been added to the Contact Center Administrator application. When selected, the date format changes to DD/MM/YYYY. The locale can be selected via the application settings.

Auto Pin Case on Agent-Initiated Chat and Call

A new case and contact management setting allows cases created from an active call or chat to be automatically pinned to the creating agent. Automatically pinning interactions helps agents keep better track of work by preventing important chats and calls from getting lost.

For more information, see the Contact Center Administrator Guide, section Case & Contact Management > General Settings.




Version 5.2.0

Bright Pattern Contact Center version 5.2.0 includes the following new features.

New Video and VoIP Settings for Web Chat

In the Chat Widget Configuration app, the checkbox that allows video calls will be replaced with two new checkboxes: VoIP call and Visitor video.

Prior to this release, there was a single option to allow video calls. With the new chat enhancements enabled, agents and customers now have the ability to switch between chat, video, and VoIP calls (i.e., audio only).

When a VoIP call is allowed, either the agent or customer in an active chat session may initiate an audio call. Similarly, when both VoIP call and visitor video are allowed, either the agent or customer may initiate a video call. Note: Calls always start as audio, with the option to upgrade to video.

Additionally, both parties have the ability to turn their cameras on or off during a video session (i.e., it is not necessary for both parties to have cameras on to make video calls).

For more information, see the Agent Guide, section How to Have an Audio Chat and section How to Have a Video Chat.

Chat Transcript Templates for Messaging/Chat

Release 5.2 introduces the Chat Transcript Templates tab in Messaging/Chat, located within section Scenario Entries in Contact Center Administrator. This tab allows you to configure a template for the purpose of sending chat or message transcripts. The template also may be used for automated password recovery messages

Using Amazon CloudFront with Chat Widgets

Amazon CloudFront can be used for quick delivery of Bright Pattern Contact Center web chat components, such as scripts, CSS, and images.

Using the CloudFront content delivery system can significantly speed up the process of loading chat widgets in any part of the world. The Amazon Web Services cloud caches it from the nearest server in any geographic location, thus helping chat widgets to load faster than on our servers.

For more information, see the Chat Widget Configuration Guide, section How to Use Amazon CloudFront to Speed up Chat Widget Loading.

Content Erasure

To support compliance with the PCI DSS and GDPR requirements, Bright Pattern now allows authorized personnel to manually erase the content of any interactions selected via the Interaction Records page. Depending on the interaction media type, the content that can be erased includes voice recordings, voice recording transcripts, chat transcripts, the body of email messages, and screen recordings. Note that when content of an interaction is erased, the interaction record itself is preserved.

The ability to remove sensitive data from interaction records is enabled for users with the Security Administration privilege “Can edit and erase interaction records.”

System administrators can use the new Interactions Erasing feature to erase content from specific services and campaigns. For more information, see the Contact Center Administrator Guide, section Results tab.

Content erasure is recorded in your contact centers’s audit log. System administrators can find each instance of erasure by searching for “Erase” operations.

Agents can disposition an interaction (if such a disposition is enabled) with a request to erase content, provided that they give a reason. The disposition will initiate a workflow, which sends the system administrator an internal message with the request.

Extended Survey Functionality for IVR Scenarios

To extend Survey functionality, we have made the following changes to the Scenario Builder and Contact Center Administrator applications:

Agent Selection Options in Historical Reports

In the Reports tab of Contact Center Administrator, the checkbox Show disabled/deleted agents has been added to the agent selection drop-down menu. If left unchecked, the report will exclude disabled or deleted agents. The exclusion works even if agents had activity within the report time frame.

New JavaScript API Methods

New in-page JavaScript API methods allow agents to take certain actions directly from Agent Desktop. Previously, it was possible to take these actions only if they were included via scenario blocks in the Scenario Builder application.

With the postVariable method, a variable is pushed to a scenario as if the Set Variable block is included; the variable is then available in scenarios and workflows.

With the setReportingCustomField method, custom reporting fields can be entered during an agent’s interaction with a customer; the method works like the Set Custom Reporting Field scenario block.

For added convenience, the setDispositionByName method sets the disposition for the current interaction by name, rather than by alphanumeric code (as with setDisposition).

Note: Inclusion of these methods does not replace corresponding scenario blocks; they are still available for use.

Wallboard Builder Application Updates

Release 5.2 introduces the following updates to the Wallboard Builder application:

New widget options:

Additions to menu options: