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.
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:
- Access Real-time Stats API
- Can see contents of email push queues
- Can update final dispositions
- Can use agent seat maps
- Customize Wallboards
- Delete cases
- Download recordings and transcripts
- Listening to all call recordings and view all chat transcripts
- Listen to recordings linked to external CRM records
- Manage canned chat responses system-wide
- Pull screen pop
- Push/Pull Global Wallboards
- View historical reports
- View interaction records
- Watch agent screen recordings
When upgrading to this version of Bright Pattern Contact Center software, note the following:
- All predefined roles will retain their pre-upgrade sets of privileges.
- All existing roles of all existing contact centers will retain their pre-upgrade sets of privileges.
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.
The following features have been added or updated for this release.
Added Keyboard Shortcuts for Transfers and Conferences
The following keyboard shortcuts are added to the Agent Desktop application in this release:
- Alt-Shift-I - Show the transfer/conference dialog (i.e., in addition to Alt-Shift-T)
- Ctrl-Shift-C - Merge a conference
- Ctrl-Shift-F - Complete a two-step transfer
- Alt-Shift-L - Leave a conference
- F2 - Open the service-selector menu
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:
- Co-browsing dialogs
- Equipment message text
- Typing indicator message text
- Session completed message text
- Hint text in the message input box
- Message arrival text
- Screen sharing/Co-browsing message text
- Survey form fields
- Survey form title
- Survey form "Was issue resolved" question
- Survey form "Was issue resolved" positive answer
- Survey form "Was issue resolved" negative answer
- Survey form "Contact satisfaction" question
- Survey form "Net promoter score" question
- Survey form "Send chat transcript" question
- Survey form email field label
- Survey form email validation error text
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:
- (UPDATED) Update User - Allows updates of one or more attributes of an existing user, now including team
- (NEW) Get Teams - Returns a list of all existing teams in your contact center
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.
- Chat Scenarios
- The Media type setting is renamed Chat (send) channel.
- The Chat (send) channel option CHAT is renamed Initial.
- The Media type setting is renamed Chat (send) channel.
- Voice Scenarios
- The Wait for text input setting is removed.
- The additional settings associated with Wait for text input (i.e., Result variable name and Timeout after, sec) are also removed.
- The Timeout conditional exit is removed.
- The Wait for text input setting is removed.
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.
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:
- 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.
- Log back into the application and complete step 1 and step 2 of the procedure.
- 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.