Version 5.26.0 Release Notes
Changes in System Behavior
Deny Moving a Team Member When the Admin Lacks Permissions
Before, a limited admin who moved a user to a team with a service that they cannot manage would result in that user having no assigned services. Now the limited admin cannot move the user if it would result in permission issues with the services. An error message will be displayed as well.
Service Level and Other Composite Real-Time Metrics in Absence of Interactions
Previously, the Agent Desktop's Supervisor view and Wallboard application would show zeroes for all formula-based real-time metrics when there were no interactions in the denominator, i.e., for all averages (e.g., Avg ACW Time) and percentages (e.g., IN Svc Level Day%). Zero was also shown in this case for the maximum wait time in queue (IN Max Wait).
This was mathematically incorrect, inconsistent with the historical reports, and in some cases also affected the totals shown for several services. Starting from this release, all those metrics will show empty space in the absence of interactions. Empty values will also be reported in this case when those metrics are requested via the Real-time Statistics API.
This behavior change does not affect the valid "zero" situations. For example:
- If an agent has handled no calls at all since reset, the Avg ACW Time metric will be empty. However, if he has handled 3 calls with 0 after-call work time each, the metric will show zero.
- If there have been no calls answered or abandoned for a service at all, the IN Svc Level Day% metric will be empty. However, if there have been 5 calls answered, but none of those calls was answered within the configured service level threshold, the metric will show zero.
Note that:
- Metric In Svc Level% in Agent Desktop will show N/A instead of an empty space, e.g., N/A (80/20)
- Metric Estimated Wait Time (IN EWT) is not affected by the above changes
Added/Updated Features
MS Dynamics Support for New Communicator Widget
Agent Desktop Communicator Widget integration is now available for both MS Dynamics Channel Integration Frameworks CIF 1.0 (regular) and 2.0 (Enterprise Dynamics, Customer Service Workspace). To use the new widget, use its URL https://<tenant domain>/agent/communicator/adapters/msdyn365.html?crmDomain=org<id>.crm.dynamics.com. The new widget provides extensive data to the workflow in the form of variables such as the array of associated Dynamics records.
Please note the new Communicator Widget does not support full Agent Desktop to be logged in at the same time. This functionality comes up with Agent Desktop in the upcoming releases.
Extended Support for XML in Fetch URL Blocks
In order to use SOAP-based APIs, the Bright Pattern Contact Center now supports posting requests and parsing response bodies in XML format from scenarios and workflows. Also, a new parameter for variable expansion syntax (escape XML) allows escaping special characters in XML-formatted bodies.
To post XML-formatted request bodies, select application/soap+xml; charset=utf-8 from the Content Type dropdown menu and use the new variable expansion option escapeXML: $(varname, escapeXML) to insert variable values while retaining the document validity.
To parse XML-formatted response bodies, select XML from the new Response body content is: selector and enter XPath query - recordset name pairs to extract the contents. If a query resolves to a set of nodes, the first node values will be assigned to the recordset vars, with the possibility to loop through the recordsets using GetNext block.
Fixed Required Privileges for Accessing the Mobile App
Previously, in order to use the Mobile App, users needed privileges Login to mobile user app and Login to Agent Desktop. Starting from this release, the latter is no longer required in order to access the Mobile App.
Version Control for Scenarios and Workflows
Business changes to Scenarios and Workflows can now be made without fear of breaking anything. In the Contact Center Administrator, a new button labeled Version History is now available in the Scenario and Workflow Builders. Clicking on this button allows users to access a list of all previous versions of Scenarios and Workflows for comparison and testing purposes. Administrators can track changes made to a Scenario or Workflow, save them as a copy for testing, and revert to previous versions. The UI visually highlights these changes, offering a clear and user-friendly method for monitoring and comparing alterations in Scenarios and Workflows over time. Users can now make business-related changes with confidence, assured that they won’t inadvertently disrupt any functionalities.
Suggestions for Variable Names
Users can now see a list of suggestions when entering a variable name into an input field by typing "$(". The list of suggestions is filtered by substring as additional characters are entered in the input field. This enhancement leads to improved productivity and efficiency, as users do not have to spend time recalling variable names.
Agent Desktop Extension for Microsoft Edge
Previously, the Agent Desktop extension could only be accessed on the Edge browser by using the Chrome extension. Now, it can also be downloaded directly from the Microsoft store.
Integrate with Twitter Version 2 for Direct Messages
The Twitter integration feature enables Agent Desktop users to manage service chat interactions through their integrated Twitter account. Version 1 of this feature is no longer available for most customers; Bright Pattern has transitioned to supporting version 2. Version 1 Twitter integration accounts can no longer be created; customers can only create version 2 accounts.
Configuration API Now Includes Details of User's Last Login
The data set obtained through the Configuration API of the BPCC has been enhanced to include information about the most recent login session of users of BPCC agent applications, including Agent Desktop, CRM Widgets, and the mobile app. It is the same data set that you see when you check the Login Info tab for a user in the Contact Center Administrator application.
Updated Browser Functionality to Reflect New Method of Inter-Tab Communication for Widgets
A new browser extension has been introduced to address a change made by Google for the Chrome browser. Communication between frames and tabs using browser local storage and cookies is no longer possible. This change affects users of embedded agent desktop widgets (CRM systems such as Salesforce or Dynamics, or custom CRMs utilizing a widget), as they won't be able to simultaneously work with both the widget and the full agent desktop screen open unless users install the new extension.
Capability to Prohibit Viewing the Agent's Screen in Certain States During Real-Time Monitoring
In some countries, regulations dictate that managers are permitted to monitor an agent's screen exclusively during customer interactions. While the capability to restrict screen viewing based on agents' states previously existed within the Screen Recording feature, it did not encompass real-time monitoring. Now in the Contact Center Administrator's Quality Management section, the Screen Recording tab is named Screen Recording and Monitoring and extended with a new setting. Administrators now have the ability to pause the broadcast of agents' screens based on their current state, which includes Ready, Not Ready, Busy, After Call Work, or Supervision. This functionality is available independently for both Screen Monitoring and Screen Recording.
Optional Timeout Feature for Manual Outbound Calls
Users can set the timeout duration (1-300 seconds) per service for manual outbound calls when not answered. After the specified timeout period, the call disposition will be set to No Answer, and the call will automatically drop. If left empty, this timeout is not applied. These enhancements aim to boost agent productivity by preventing them from waiting indefinitely in the absence of voicemail and ensure accurate reporting through correct call dispositioning.
15-Minute Intervals for Service in Time - Voice and Chat Report
A 15 minutes interval option is now available when configuring OOB report times for Service in Time - Voice and Chat. When selected, the report is broken down into shorter time intervals, allowing sites to monitor inbound peak volumes on a more granular level.
Additional Variables for the Screenpop URL Field
A web page URL can be configured to display as a screenpop when an agent receives an email associated with the service. The screenpop URL field can provide additional information to this web page via query string. In this release, item.email and user.loginId have been added as new variables. This will not result in any changes in the preview.
Introduced a Convenient Way to View Sent Emails
A new checkbox called Only cases I handled is now available in the Agent Desktop's cases view. When selected, agents will exclusively see the cases they have dealt with, including closed and resolved ones. This checkbox offers a convenient option for viewing sent emails. All existing features on the case search screen, such as filtering, sorting, deleting, and previewing, remain unchanged and will work in combination with the new option.
New Metric for Viewing Current Hold Time
A new Real Time metric, Current Hold has been added to the Agent Desktop, indicating how long an interaction has been on hold at the present moment. This metric, also referred to as Active item: current hold duration on the Wallboard application, displays the seconds since an interaction was last put on hold for interactions currently in that state. The existing Hold metric, showing the total hold time of an interaction, remains unchanged. Both metrics provide supervisors with valuable insights into interactions managed by their agents.
Automatically Post Scenario Variables into Call Detail Report Custom Fields
Users now have the ability to post specific scenario variables into custom fields within the Call Detail Report (CDR). This is done within the Custom Reporting Fields section of the Contact Center Administrator. This scenario variable appears in the designated custom field when an interaction is completed.
Introduced New Scenario Variable for Tracking Transferred Calls
A new scenario variable, item.lastTransferTargetPhone, has been added. This variable represents the number to which an agent has transferred a call during an interaction. Once the transfer is executed, the variable is defined and remains consistent until the next transfer occurs. This variable can be linked to a custom field in the CDR, as described above, enabling users to easily see the destination of a transferred call.
Routing Escalation for Email
Emails can now be routed to a different service when they have not been responded to by the time (with time referring to hours of operation) specified. If an SLA specifies 48 hours for a response, it could be configured to have emails routed to another team if it's gone 24 hours without a response. This will affect cases regardless of whether they are in the Personal Queue or Team Queue.
Tenant-wide Settings for Exporting Recordings to FTP, SFTP, and S3 Compatible Storage
Previously, configuring the export of call recordings to compatible storage choices was done for every service. This could be problematic and time-consuming for those with many services. This release introduces tenant-level settings for the Periodic Export of Recordings which will apply to all services.
Optional Recording of Call Setup Phase for Manual Outbound Calls
The setup phase of manual and preview outbound calls can be recorded. When an agent starts an outbound call, the system checks whether an administrator enabled Record call setup phase in the call recording configuration of the corresponding service or campaign. If configured, recording starts once the call is initiated, rather than when the destination party connects, and therefore, contains all call setup tones. Note that such recordings will be available for non-connected outbound call attempts as well. So, the agent's behavior with respect to such calls can be analyzed.
Improved Portal Usability
Several usability improvements have been made to the Web Portal. These changes are described in more detail below.
Scenario and Workflow Block Limit Indicator
A counter has been added to show the number of blocks used in each Scenario and Workflow. This indicator helps the user avoid reaching the limit without finishing Scenario or Workflow requirements.
Resizable Scenario and Workflow Text Fields
The size of text fields within Scenario and Workflow blocks can now be changed. This makes large amounts of text easier to edit and read.
Click to Edit in Activity Form Editor
Double-clicking a field in the Activity Form Editor enables editing. Users now have another way to enable editing besides selecting the Edit icon.