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Version 5.24.0 Release Notes

The Bright Pattern Contact Center 5.24.0 release includes more informative BPXML report filenames, new options to control chat browser notifications and agent logouts, the ability to generate a dataset of agent activity data for the Verinat Scorecard application, and support for Dutch language for Google Streaming STT.

It also includes new Communication Widget features for ServiceNow integrations, real-time diagnostics for outbound campaign operations, a real-time report for the remaining list records, alerts for list metrics, and the automatic adjustment of campaign dial rate in case of trunk congestion.

Notices

Browser Support Changes
Bright Pattern will discontinue support and product testing for Internet Explorer 10 & 11 starting November 2022. Existing applications may work after discontinuation, but Bright Pattern will not resolve issues in these browsers.
Recommended Browsers
  • Google Chrome 107.0 and later for Windows OS
  • Microsoft Edge 13 and later
  • Mozilla Firefox 94 and later
  • Safari 15.1 and later for Mac OS X
Recommended Operating Systems
  • Windows 8.1, Windows 10, or Windows 11
  • Mac OS X 10.15 (Catalina)
  • Chrome OS (support via auto update)
  • Ubuntu 20.04

For the complete list of Agent Desktop system requirements, see System Requirements

Changes in System Behavior

None.

Added/Updated Features

Added Chat Browser Notifications Default Settings

Browser notifications can now be enabled by default for new Agent Desktop users. Users can still change their notification settings using the browser notifications about incoming chat messages option later. To enable automatic browser notifications for new Agent Desktop users by default, contact your service provider.

Added Auto-Logout Options by Inactivity or Schedule

Users can now be logged out due to inactivity if they are inactive for longer than the time specified by the Logout if inactive for [hours] setting. The Logout daily at [time] setting allows you to specify a time when users should be logged out, such as at the end of the workday in their timezone. Both types of logouts can be enabled and configured separately for desktop and mobile agent applications.

Generate a dataset of agent activity data for the Verint Scorecard application

Administrators can now generate and send aggregated agent activity data to the Verint WFM scorecard application. This new integration enhancement is configured in the Historical Data Feed screen of the WFM Verint integration account interface.

Added support for Dutch language for Google Streaming STT

Scenarios that integrate Google Streaming STT now support setting NL (Netherlands) as the language for using the Set Language block.


New Communication Widget Features for ServiceNow Integrations

This release introduces changes to the Communications Widget for ServiceNow integrations. Changes include:

  • Associated Record Control: A new UI enhancement that displays a list of CRM records accessed during an interaction. This allows agents to select the correct record(s) to save activity history to. The most recently accessed record is selected by default and allows the agent to change the associated record during the interaction or after call work.
  • Enhanced Click-to-Dial: Expands click-to-dial functionality beyond the CRM dial UI. The Communications Widget can now access contact numbers from the currently active record and load them onto the dial display. This feature is available for both voice and SMS.
  • Quick Record Access: A new UI addition that displays a list of all records accessed during an interaction. Clicking on an entry in the list opens the record. This feature can be helpful for reopening previous pages during an interaction.


Upgrade Note
Info.40x40.png If you require concurrent use of the CRM widget and the complete Agent Desktop for tasks like supervision, we recommend postponing the upgrade until the new Agent Desktop is released (targeted for Q1 2024). This is because a certain number of CRM widgets or the full Agent Desktop can be simultaneously logged in. Both cannot be logged in together.

Real-time Diagnostics for Outbound Campaign Operations

Campaign operators receive real-time notifications about the most common conditions that might affect the operation of their outbound voice and messaging campaigns. Examples of such conditions include:

  • Incorrect or incomplete campaign configuration
  • No agents available to work on a given campaign
  • Remaining records rescheduled for a later time
  • Remaining records are outside of calling hours
  • Exceeding a system resource limit set by the service provider
  • Failure of system components involved in campaign operations


The notifications will describe the detected condition and, where appropriate, may suggest an action to be taken. For example: A Caller ID is not configured for this campaign. Please check the campaign configuration.

A Real-time List Metric for the Last List Update

The set of real-time metrics for campaign calling lists has been extended to include a timestamp of the last update of a calling list. The name of the metric is Last updated. The metric displays an empty field for lists that have not been updated since their creation.

Info.40x40.png The metric does not yet reflect updates via the List management API.


A Real-time Report for the Remaining List Records

Campaign operators will be able to get a real-time report showing when the remaining list records may be available for dialing within a given campaign. The report is invoked by clicking the Remaining metric value in the campaign’s List View and shows the number of remaining records that are:

  • Available for dialing immediately
  • Postponed until a certain interval in the future because they are rescheduled or currently outside of calling hours
  • Cannot be dialed at all with the current calling hours configuration

Alerts for Real-time List Metrics

Campaign operators can configure alerts for the following real-time list metrics:

  • Total records
  • Remaining records
  • Last updated (this is a new metric available in this release. The alert is set for the number of hours since last update).


The alerts help operators become aware of the following conditions:

  • Too few total records in a calling list may indicate an incorrect use of a list filter
  • Too few remaining records may indicate that the given calling list (or the entire campaign) is almost completed
  • Too many hours since the last list update may indicate that an expected update never happened

Automatic Adjustment of Campaign Dial Rate in Case of Trunk Congestion

When the system detects an abnormally high level of call setup rejections on a certain trunk, it can automatically reduce the calling rates of all affected campaigns so that call attempts are not wasted when they cannot be successful.

When the number of rejections returns to an acceptable level, the system automatically returns all campaigns to the calling rates that are considered optimal under normal circumstances.

Info.40x40.png By default, the old behavior is preserved. If you're interested in trying this new option, please contact your service provider.


Updated BPXML Report Filenames

BPXML-based reports, such as Call Detail CSV and Agent Activity CSV, can now be named using the template name. This is consistent with other report naming conventions and provides more information about the file contents than the previous generic name, "report." This change affects both manually downloaded reports and scheduled reports distributed via email.

Customers who want to enable the new filename behavior should contact their service provider.

Known Issues

There are no known issues in this release.
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