Version 5.3.0

Bright Pattern Documentation

Generated: 8/15/2022 7:52 am
Content is available under license unless otherwise noted.


Agent Desktop Helper Application

Contact center agents, supervisors, campaign operators, and back-office (PBX) users access Bright Pattern Contact Center via the Agent Desktop application, which is a web application that runs in all popular browsers. Although most of the Agent Desktop functionality is implemented using thin-client technologies, some of its capabilities require a software component that is installed on users’ computers. This component is called the Agent Desktop Helper Application.

In the current version of Bright Pattern Contact Center, Agent Desktop Helper Application provides the following functions:

For more information about the application, see the Agent Guide, section Agent Desktop Helper Application Quick Start, and section Installing and Updating the Agent Desktop Helper Application.


Installation

The Agent Desktop Helper Application installer is available in both MSI and EXE formats:

The MSI installer can be recommended for the installation via a coordinated IT effort. This installer supports over-the-network deployment using the Group Policy feature of your Windows OS. It also supports per-machine deployment, which makes the Agent Desktop Helper Application available to all users of computers where it is installed, thus enabling hot-desking. (Note that when the MSI installer is used, the aforementioned Chrome extension will be installed automatically as long as the Chrome Web Store is not blocked by your firewall.)

To obtain the MSI installer, contact your service provider.

Should an administrator need to install the MSI manually on an individual PC, note that it must be run with elevated privileges (i.e., double-clicking on the .msi file in the file explorer does not work).

To do this, take the following steps:

  1. In Windows search, type cmd.

  2. Right-click on the cmd icon and select Run as administrator.

  3. From the Command Prompt application, type the MSI file name and hit Enter.


If the Agent Desktop Helper Application is not pre-installed via the coordinated IT effort as suggested, users will be prompted to download and install it when they start Agent Desktop on their computers for the first time and whenever a newer version of this component is available with a general solution upgrade. Note that in this case, the EXE installer will be used. Only the user whose account was used to install the Agent Desktop Helper Application in this manner will be able to access the application on the given computer.


Please Note

The computers of users of the Agent Desktop application must conform to a number of system requirements.

Agent Desktop can be used with multiple browsers on the same computer; however, concurrent Agent Desktop sessions under different accounts in different browsers (or in the same browser) of the same computer are not officially supported.

Starting from Bright Pattern Contact Center version 5.3.12, 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. Please do not confuse Sierra with High Sierra, which is supported.


Enabling the Agent Desktop Helper Application for Various Browsers

Extensions

The Agent Desktop Helper Application is supported on Google Chrome, Mozilla Firefox, Safari, and Microsoft Internet Explorer. Some browser extensions or other settings may need to be enabled, depending on the user’s browser.

All extensions are deployed after downloading and running the Agent Desktop Helper Application installer. The procedure is described for each browser in the following section of this article.


Chrome

Bright Pattern Contact Center enables the Agent Desktop Helper Application for the Google Chrome browser using an extension called Agent Desktop Chrome Extension. This extension is compliant with the changes in Chrome plug-in policies that have been developed and registered via the Chrome Web Store.

The Agent Desktop Chrome Extension has its own versioning that is not dependent on the Bright Pattern Contact Center platform version and does not follow the same version format.

Both the Agent Desktop Helper Application and, if necessary, the Agent Desktop Chrome Extension, can be pre-installed on all user desktops as part of the process of activating of your Bright Pattern-based contact center. This deployment method is also recommended during solution upgrades involving new versions of the application and extension. If any such changes are expected, your service provider will normally contact you prior to the upgrade and work with you to make sure that these components are updated on all of your Agent Desktop users' computers.


How to Install and Enable the Agent Desktop Helper Application for Chrome

  1. Download and install the Agent Desktop Helper Application.

  2. Add the Agent Desktop Chrome Extension from the Chrome Web Store.

  3. Enable it in Chrome Extensions.


For more information, see the Agent Guide, section How to Enable the Extension for Chrome.


Firefox

Starting with Bright Pattern Contact Center version 3.15 and later, NPAPI technology is not supported for Mozilla Firefox. In response to Firefox disabling NPAPI support in version 52 and completely removing NPAPI support in version 53 and later, the Agent Desktop Helper Application is enabled for Firefox version 53 and later through the use of an extension called Agent Desktop Extension.


How to Install and Enable the Agent Desktop Helper Application for Firefox

  1. In Agent Desktop, when prompted by a warning message, follow the instructions:

    1. Click the downloading link to download the Agent Desktop Helper Application (Mac: bpclient_mac.pkg, Windows: BPClientSetup.exe).

    2. Run the installer, and follow all the instructions given on your screen.

    3. Click the Agent Desktop Extension link in the warning message to install the Agent Desktop Extension. Doing so will bring up a Firefox dialog asking you to allow the Agent Desktop Extension to be installed as an add-on. Click Continue to Installation.

  2. Make sure that the extension is enabled in Firefox Add-ons.

  3. Return to the Agent Desktop application and refresh the page.


For more information, see the Agent Guide, section How to Enable the Extension for Firefox.


Internet Explorer

For Microsoft Internet Explorer, an Active X control is used, so an extension is not required. These components are installed along with the Agent Desktop Helper Application itself and appear in the add-on lists of the aforementioned browsers under the same name (i.e., Agent Desktop Helper Application).

Although no extension is needed for IE, Agent Desktop users who are on IE 11 or higher must disable the browser's Enhanced Protected Mode in order for all Agent Desktop application logs to appear in the same folder (e.g., “C:\Users\<UserName>\AppData\Local\Temp\logs”).


How to Install and Enable the Agent Desktop Helper Application for IE

  1. Download and install the Agent Desktop Helper Application.

  2. Make sure the browser's Enhanced Protected Mode is disabled:

    1. Click Tools (Alt+X) and select Internet options.

    2. Click the Security tab, and deselect the Enable Enhanced Protected Mode checkbox.

    3. Click OK.


For more information, see the Agent Guide, section How to Disable Enhanced Protected Mode.


Safari

Starting with Bright Pattern Contact Center version 5.3 and later, NPAPI technology is not supported for the Safari web browser. In response to this, the Agent Desktop Helper Application is enabled for Safari 10, 11, and 12 on Mac OS X 10.12 (Sierra) and higher through the use of an extension, which is packaged in the Agent Desktop Helper Application installer (bpclient_mac.pkg). The installer will detect the OS X version your system is running on and will install the extension only if it runs on Mac OS 10.12 and later.

Users need only download and run the installer to get Agent Desktop to run properly. For more information, see the Agent Guide, section How to Enable the Application for Safari.


Mac Security/Privacy Settings

In addition to all the aforementioned steps for installing/updating the Agent Desktop Helper Application, Mac users must also review their privacy settings and allow both "Agent Desktop Helper" and "bpclient" apps to use the microphone. Mac users must do this no matter which web browser they are using.


Example of allowing apps to use the microphone in Security & Privacy > Privacy



Home Page Overview

AD-My-Grades-50.png

The home page displays widgets containing metrics that allow you to monitor key areas of your and your team's performance. You can change the placement of the widgets and configure some widget metrics.


A general view of the home page


Depending on your contact center configuration, your Home Page can also display an external web page. If defined, access to this web page will be available to you at any time while you are logged on.


A Home Page with a displayed external web page


Home Page Widgets

There are six widget options within the home page as well as six slots for these widgets to be displayed. The widgets available for display are:

For explanations of what is displayed within these widgets, see Home Page Widgets.


Changing Displayed Widgets

To change the widget displayed in a given slot, click the down arrow My-Grades-Satisfaction-Configuration-tab-50.png located in the upper right-hand corner of a widget. This will produce a drop-down menu that allows you to choose any of the widgets for display.


Choose the widgets you see on the home page by selecting from the drop-down menu




Search & Preview Records Interface

Search & Preview Records (formerly known as Contacts) is where cases and contact records are located, as well as a search bar that allows you sort through them quickly and easily. The following is an overview of what you will see in this section of Agent Desktop.

Note: The Bulk Export/Import Contacts feature available in this section prior to release 5.3.2 was removed and added to the Contact Center Administrator application, section Contact Import & Export.

Main Page

The main page of Search & Preview Records comprises the three features of the section: the search bar, contacts, and cases. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the Open Open-Contact-53.PNG button or double-clicking on the record. Additionally, you may add a contact by clicking the Create Create-Contact-53.PNG button or remove a contact by clicking the Delete Delete-Contact-53.PNG button.


Search & Preview Records main screen


Search Bar

Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the main page, looking in a contact record, or at cases. For more information about the types of searches you can conduct, see Advanced Search.


Search bar


Contacts

The Contacts section is where contact records are located. Contact records are the entries in your contact center's database containing customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs.

Contact records contain the following buttons, which are accessible from any contact record tab:

Details Tab

When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center.

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the Augment Augment-Contact-Button-Details-Tab-53.PNG button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see How to Add to an Existing Contact.


Details tab


Activities Tab

The Activities tab displays all activities that happened in your contact center related to a given contact; logged activities display information such as the time an activity occurred, what agent was involved, any disposition, as well as subject and/or notes. For more information, see Activities.


Activities tab


Pending Tab

The Pending tab displays any cases that have not been assigned the Resolved or Closed states. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about case states, see Case State. For more information about the link button, see Link button.


Pending tab


Cases Tab

The Cases tab displays cases that have been created for the contact. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about cases, see Cases, Email, and Threads. For more information about the link button, see Link button.


Cases tab


Cases

All cases


Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. For more information about cases, see Cases, Email, and Threads. The Cases interface contains the following buttons and filters.

Spam button

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

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases. Note that this button is available for supervisors only.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that the case link button can be found in the Contact's Pending tab and Cases tab.

Note that links may be pasted into your web browser's search bar, into the search bar, or the Contact Search AD-Contact-Search-Top-53.PNG shortcut found at the top of the screen to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6). For more information regarding how to manually alter this link, see Using URL Variations to Access Case and Contact Information.

Create a follow-up case button

The Create a follow-up case Create-Follow-Up-Case-Button-53.PNG button is available for cases with a Closed state only. Clicking this button allows you to create a new case. For more information, see How to Send a Follow-Up Outbound Email.

Case Filters

The following filters are available for cases.

Case State

The Case State filter allows you to sort cases per assigned State. For more information, see For more information, see Case State.


Case State filter


Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. For more information, see My Cases Interface.





What Is 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, a 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.

Benefits

Benefits to using conversational IVR include:

Conversational IVR can help contact centers to resolve issues quickly, reduce abandonment, and provide self-service that customers actually like.

How to Use It

Conversational IVR is implemented in voice scenarios using the Play-Listen scenario block and integration accounts. For more information, see these Bright Pattern tutorials and articles:




How to Configure Conversational IVR

In this article, you will learn how to configure conversational IVR for your inbound voice service. Because Bright Pattern’s conversational IVR is the front end to a bot, most of the configuration will be done on the bot side (i.e., through Google, GoVivace, or IBM in your workspace), outside of Bright Pattern. This procedure will guide you through the steps to take after you have set up STT and TTS engines through your service provider.

For more information, see the Contact Center Administrator Guide, section What Is Conversational IVR?

Prerequisites

If you have not already done so, please complete these steps before proceeding:

Procedure

Step 1: Set up a Speech-to-Text engine through your service provider

Step 2: Add Speech To Text Integration Account

A Speech To Text integration account uses your credentials to connect Bright Pattern Contact Center to a third-party STT engine. Integration accounts are configured in the Contact Center Administrator application.

  1. In Contact Center Administrator > Call Center Configuration > Integration Accounts, add a new Speech to Text integration account. For property descriptions, see the Contact Center Administrator Guide, section Speech To Text Integration (STT).

  2. Note that if you do not see Speech to Text as an option when adding a new integration account, that option has not been enabled for your contact center. See your service provider for more information.

Step 3: Set up a Text-to-Speech engine through your service provider

Step 4: Add Text To Speech Integration Account

Likewise, a Text to Speech integration account uses your credentials to connect Bright Pattern Contact Center to a third-party TTS engine. TTS integration lets you create voice prompts in numerous supported languages to automate bot responses.

  1. In Contact Center Administrator > Call Center Configuration > Integration Accounts, add a new Text to Speech integration account. For property descriptions, see the Contact Center Administrator Guide, section Text To Speech Integration (TTS).

    Select the type of TTS integration account


  2. See the Load Voices property. If this is a Google TTS integration account, load voices by completing an additional step in Google. See How to Load Voices from Google Cloud Text-to-Speech API.



    Google TTS integration account properties


  3. Then click Load Voices. This may take a few minutes. When the voices are loaded, a message will display the date they were added: “Loaded on XX/XX/XX.”

  4. Click Apply to save your changes.

Step 5: Add a Voice Scenario That Includes Play-Listen and Bot Scenario Blocks

The Play-Listen scenario block is a key part of conversational IVR. This block uses the integrated TTS and STT accounts that you just set up to play voice prompts to the caller and to listen for the caller’s response.

Chat Bot Select Account and Ask a Bot blocks allow you to choose which integrated bots will be used for interacting with callers.

  1. In Contact Center Administrator, go to Scenarios > Voice and import our conversational IVR scenario template: File:App Conversational IVR Example.zip.

  2. Work through our scenario-building exercise, How to Use Conversational IVR in a Scenario.

  3. Modify the scenario to suit your needs, being sure to select the correct bot and STT account in the scenario blocks.


Conversational IVR scenario example


Step 6: Add or Select a Scenario Entry

The scenario entry is the entry point for the caller. For more information, see the Contact Center Administrator Guide, section Scenario Entries Overview.

  1. Go to Scenario Entries > Dial-in and add a new scenario entry.

  2. At the most basic level, add Name, Scenario, Service, Internal numbers, External numbers, and Transcribe calls (if no STT account is configured, this will be greyed out).

  3. Click Apply.

You're Done

This completes your conversational IVR configuration. Next, you should try it out by calling your contact center's access number and interacting with the IVR and bot. You can always come back to your scenario and entry point for further editing.

Recommended Reading

For more information on inbound voice configuration, bots, integrations, and scenarios, see these Bright Pattern tutorials:


API Reference

Bright Pattern uses Postman to host documentation for Bright Pattern Contact Center REST APIs.

Postman is a popular REST API client for testing and documenting APIs with examples in multiple programming languages. To view documentation hosted on Postman, simply click the Get APIs button for the desired API specification, and you will be redirected to Postman's website. From there, you have the option to run the API collection in the Postman application in your own environment.

Note that JavaScript API documentation is available only on help.brightpattern.com (see the links shown on this page).


Agent Desktop APIs

Access Agent Desktop functions using JavaScript; control agent states and handle calls from .NET-based applications.

Configuration API

Automate user provisioning with third-party systems using the Configuration API.

Embedded Desktop API

The Embedded Agent Desktop API allows you to use Agent Desktop directly from your webpage.

Interaction Content API

Download recording audio files along with their associated metadata with the Interaction Content API.

List Management API

Manage the contents of outbound calling lists and Do Not Call lists via third-party applications.

Chat/Mobile App APIs

Develop customer-facing mobile/web apps for advanced chat, voice, and video communications.

SCIM-Compliant User Provisioning API

Communicate user identity data between identity providers and service providers.

SMS/MMS API

Send and receive SMS and MMS messages, as well as track delivery status with the SMS/MMS API.

Statistics API

Work with subscriptions, real-time statistics, dispositions, and more with the Real-Time Statistics API.





Privileges

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

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

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

Interaction Handling group

Access full-screen Agent Desktop

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

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

Delete contacts

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

Edit contacts

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

Force pop-out phone window

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

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

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

Handle automatically distributed interactions

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

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

Handle email

When enabled, the Handle email privilege allows users to:

Handle service chats

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

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

Initiate SMS conversation

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

Listen to call recordings and view chat transcripts on assigned services

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

Listening to own call recordings and view own chat transcripts

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

Login to Agent Desktop

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

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

Make external calls

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

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

Mask original email content

The Mask original email content privilege allows the user to mask fragments of original customer email text. For more information, see section How to Mask Sensitive Data of the Agent Guide.

Modify own identification data

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

See other agents/teams in directory

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

See other agents’ cases

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

Send internal chats

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

Start recording of interactions

With this privilege, the user may start call recording.

Stop recording of interactions

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

Transfer calls

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

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

Use Calendar

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

Use Favorites tab

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

Use Recent Calls tab

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

Use RightNow

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

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

Use ServiceNow

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

For more information, see the ServiceNow Integration Guide.

Use Zendesk

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

For more information, see the Zendesk Integration Guide.

Quality Management

Accept/dispute evaluations of their interactions by others

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

Assign evaluations and calibrations

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

Confirm evaluations of supervised agents

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

Delete evals completed by anyone

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

Delete evals completed by themselves

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

Edit evaluation forms

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

Edit public interaction searches

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

Evaluate agent interactions

Evaluate agent interactions allows the user to evaluate agent interactions in the Agent Desktop application, section Quality Management.

Evaluate own interactions

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

Manage evaluations across teams

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

See evals of self

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

Security Administration group

Can edit and erase interaction records

This privilege provides access to the manual erasure functions in accordance with PCI DSS 3.2 and GDPR requirements. With this privilege enabled, users will be able to edit and erase interaction records securely and manually in the event that another user has mistakenly included a customer's sensitive data in interaction content (e.g., call recording, chat, etc.).

This privilege is added to predefined Security Administrator and System Administrator roles.

Grant all privileges

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

Manage roles and security settings

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

Service and Campaign Administration group

Configure reporting settings

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

Configure system-wide settings

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

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

Control campaign operations

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

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

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

Edit knowledge base

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

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

Manage all services and campaigns

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

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

Manage assigned services and campaigns

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

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

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

Manage lists

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

Manage scenarios

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

Manage skills

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

Use SMS/MMS API

This privilege allows the user to use the SMS/MMS API to send and receive SMS/MMS messages. Note that in addition to granting this privilege, the contact center administrator also must create a role, a user with the Use SMS/MMS API property, and generate an API key.

Supervision group

Access Real-time Stats API

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

All assigned teams combined view

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

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

Can see contents of email push queues

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

While looking at a push queue, a supervisor can:

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

Can update final dispositions

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


Changing final disposition in Interaction Records Search Results record


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

Can use agent seat maps

This privilege provides users access to the Agent Seating Map application; it is required for creating and editing agent seating maps. For more information, see the Agent Seating Map Guide.

Change alert configuration

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

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

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

Change real-time metric views

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

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

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

Customize Wallboards

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

Define/View subteams of selected agents

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

Delete cases

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

Download recordings and transcripts

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

Force agent states

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

Listen to recordings linked to external CRM records

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

Listening to all call recordings and view all chat transcripts

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

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

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

Manage canned chat responses system-wide

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

Monitor agent screen

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

Monitor interactions

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

Pull screen pop

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

Push/Pull Global Wallboards

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

Set alerts for real-time metrics system-wide

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

Set real-time metric views system wide

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

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

View historical reports

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

View interaction records

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

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

View real-time agent metrics

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

View real-time service metrics

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

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

Watch agent screen recordings

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

System Administration group

Privileges associated with system administration are described as follows.

Allow recording export API access

This privilege allows users to access the Interaction Content API that retrieves call recordings and metadata based on the call identifier.

Bulk Export/Import Contacts

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

Bypass Single Sign-On

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

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

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

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

Configure Contact Forms and fields

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

Configure directory

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

Manage BPO Clients

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

Manage all teams

If granted the Manage all teams privilege, the user may

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

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

Manage phones

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

Manage users

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

Privileged Access IP Range

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

Publish help

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

View audit log

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

View usage data

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

BPO Client group

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

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




Privileges

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

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

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

Interaction Handling group

Access full-screen Agent Desktop

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

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

Delete contacts

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

Edit contacts

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

Force pop-out phone window

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

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

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

Handle automatically distributed interactions

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

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

Handle email

When enabled, the Handle email privilege allows users to:

Handle service chats

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

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

Initiate SMS conversation

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

Listen to call recordings and view chat transcripts on assigned services

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

Listening to own call recordings and view own chat transcripts

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

Login to Agent Desktop

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

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

Make external calls

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

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

Mask original email content

The Mask original email content privilege allows the user to mask fragments of original customer email text. For more information, see section How to Mask Sensitive Data of the Agent Guide.

Modify own identification data

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

See other agents/teams in directory

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

See other agents’ cases

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

Send internal chats

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

Start recording of interactions

With this privilege, the user may start call recording.

Stop recording of interactions

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

Transfer calls

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

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

Use Calendar

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

Use Favorites tab

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

Use Recent Calls tab

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

Use RightNow

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

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

Use ServiceNow

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

For more information, see the ServiceNow Integration Guide.

Use Zendesk

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

For more information, see the Zendesk Integration Guide.

Quality Management

Accept/dispute evaluations of their interactions by others

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

Assign evaluations and calibrations

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

Confirm evaluations of supervised agents

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

Delete evals completed by anyone

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

Delete evals completed by themselves

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

Edit evaluation forms

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

Edit public interaction searches

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

Evaluate agent interactions

Evaluate agent interactions allows the user to evaluate agent interactions in the Agent Desktop application, section Quality Management.

Evaluate own interactions

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

Manage evaluations across teams

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

See evals of self

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

Security Administration group

Can edit and erase interaction records

This privilege provides access to the manual erasure functions in accordance with PCI DSS 3.2 and GDPR requirements. With this privilege enabled, users will be able to edit and erase interaction records securely and manually in the event that another user has mistakenly included a customer's sensitive data in interaction content (e.g., call recording, chat, etc.).

This privilege is added to predefined Security Administrator and System Administrator roles.

Grant all privileges

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

Manage roles and security settings

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

Service and Campaign Administration group

Configure reporting settings

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

Configure system-wide settings

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

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

Control campaign operations

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

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

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

Edit knowledge base

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

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

Manage all services and campaigns

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

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

Manage assigned services and campaigns

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

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

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

Manage lists

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

Manage scenarios

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

Manage skills

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

Use SMS/MMS API

This privilege allows the user to use the SMS/MMS API to send and receive SMS/MMS messages. Note that in addition to granting this privilege, the contact center administrator also must create a role, a user with the Use SMS/MMS API property, and generate an API key.

Supervision group

Access Real-time Stats API

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

All assigned teams combined view

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

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

Can see contents of email push queues

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

While looking at a push queue, a supervisor can:

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

Can update final dispositions

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


Changing final disposition in Interaction Records Search Results record


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

Can use agent seat maps

This privilege provides users access to the Agent Seating Map application; it is required for creating and editing agent seating maps. For more information, see the Agent Seating Map Guide.

Change alert configuration

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

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

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

Change real-time metric views

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

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

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

Customize Wallboards

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

Define/View subteams of selected agents

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

Delete cases

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

Download recordings and transcripts

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

Force agent states

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

Listen to recordings linked to external CRM records

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

Listening to all call recordings and view all chat transcripts

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

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

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

Manage canned chat responses system-wide

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

Monitor agent screen

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

Monitor interactions

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

Pull screen pop

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

Push/Pull Global Wallboards

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

Set alerts for real-time metrics system-wide

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

Set real-time metric views system wide

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

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

View historical reports

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

View interaction records

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

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

View real-time agent metrics

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

View real-time service metrics

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

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

Watch agent screen recordings

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

System Administration group

Privileges associated with system administration are described as follows.

Allow recording export API access

This privilege allows users to access the Interaction Content API that retrieves call recordings and metadata based on the call identifier.

Bulk Export/Import Contacts

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

Bypass Single Sign-On

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

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

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

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

Configure Contact Forms and fields

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

Configure directory

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

Manage BPO Clients

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

Manage all teams

If granted the Manage all teams privilege, the user may

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

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

Manage phones

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

Manage users

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

Privileged Access IP Range

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

Publish help

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

View audit log

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

View usage data

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

BPO Client group

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

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




Call Recording and Monitoring

Call recording and monitoring settings are configured in Quality Management > Call Recording and Monitoring in the Contact Center Administrator application.

Voice recordings can be subsequently played back via:

Voice recordings can also be exported to an external storage.

Note: Call Recording is enabled automatically when a supervisor begins monitoring unless the Recording during supervisor monitoring setting is disabled.

Settings

Call Recording and Monitoring settings


Call Recording

Select the record calls checkbox to enable call recording. If this property is checked, all voice calls will be recorded (inbound, outbound, and internal).

Regular call recording, where speech of all call participants is recorded to the same file, is performed in the GSM format. Your service provider may also enable multichannel recording for you, where speech of each call participant is recorded to a separate file and is performed in uncompressed PCM 16-bit format. If enabled, the multichannel recording will be performed in parallel with the regular recording and will be controlled by the same recording settings and controls. Note, however, that due to their large size, multichannel recordings are usually stored locally for a limited time (check with your service provider) and can be exported via the Multichannel Recording API method only.

Additionally, note that this configuration setting can be overridden by the following actions (listed in the order from least to most powerful):

If a call is transferred, the call recording state is determined by the highest level override present in the main or consult call after transfer. If two or more calls are merged into a conference, the call recording state is determined by the highest level override present in any merged call. Once recording is manually started via API, it can be stopped by only API call or by setting the $(banVoiceRecording) variable. Adding or removing services or other users would not stop the recording started by API.

Play monitoring notification

Select the checkbox for to agent, to customer, or both to specify who should hear the monitoring notification.

Monitoring prompt

The Monitoring prompt is the sound or other audio message that will be used for the monitoring notification. Click upload to add a voice file (in WAV format).

Play notification tone periodically

When call is recorded

Select the checkbox for to agent, to customer, or both to specify who should hear a tone when a call is being recorded.

When call is monitored

Select the checkbox for to agent, to customer, or both to specify who should hear a tone when a call is being monitored.

Periodic Monitoring or Recording prompt

The Periodic Monitoring or Recording prompt is the sound or other audio message that will be used as the notification tone. Click upload to add a voice file (in WAV format).

period, sec

Period, sec is the period of time (in seconds) to wait before playing the periodic monitoring or recording prompt again. For example, specifying 10 seconds here causes the periodic monitoring or recording prompt to be played every 10 seconds.

Play notification when recording starts

Select the checkbox for to agent, to customer, or both to specify who should hear the notification when the recording starts. Note that this notification will play after the manual start of recording only.

Start recording prompt

The Start recording prompt is the sound or other audio message that will be played when recording begins. Click upload to add a voice file or sound (in WAV format, no more than 3 MB).

Play notification when recording stops

Select the checkbox for to agent, to customer, or both to specify who should hear the notification when the recording stops. Note that this notification will play after the manual stop of recording only.

Stop recording prompt

The Stop recording prompt is the sound or other audio message that will be played when recording ends. Click upload to add a voice file or sound (in WAV format, no more than 3 MB).

Recording during supervisor monitoring

This setting allows you to control whether agents are recorded during supervisor monitoring or not. Prior to version 5.3.12, 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.

Recording after external transfer

Stop recording of calls transferred outside

For voice services, you can discontinue call recording upon transferring a call to an external number.

Instances in which you may not want to record calls include when:

Continue recording of calls transferred outside

This selection specifies that the call will be recorded even after the transfer.

except when calling the following numbers

To create exceptions to your call recording/stopping selections, click add.






Screen Recording

Bright Pattern Contact Center can capture videos of agents’ desktop screens during their working sessions and store them for subsequent viewing. Such videos can be used for quality management and training purposes.

The VP8 codec is used for screen recordings. For screen recording playback (when merging call recording audio and screen recording video), audio is transcoded from the GSM codec to the Vorbis audio codec, and audio and video are saved in the WebM format.

For more information about viewing, see section Screen Recordings of the Bright Pattern Contact Center Reporting Reference Guide.

Note that before you can use the screen recording capability, it must be enabled for your contact center at the service provider level. Even if this capability is enabled, the space allocated for storage of screen recordings may be limited by the service provider. It is recommended that you use the options below to enable screen recording only for your planned quality management and/or training tasks (i.e., recording sessions of individually selected agents) and disable them as soon as those tasks are completed.

To configure screen recording settings, select Screen Recording from the Quality Management menu.


Quality Management > Screen Recording


Screen Properties

The Screen Recording screen properties are described as follows.

Login sessions of all agents of these teams

The system will perform screen recording of complete login sessions of all members of the teams selected. Click edit to add teams.

Login sessions of these agents

The system will perform screen recording of complete login sessions of the individual agents you select here. Click edit to add agents.

Record login sessions of all agents

Select this checkbox if you intend to record all login sessions of all agents of your contact center. When you select this checkbox, the above two options will change their values to record all, regardless of their previous settings.

Note that because the space allocated for storage of screen recordings may be limited, you should consult your service provider before enabling this option.

Record [X]% of sessions

Specifying the percentage value allows the system to record a percentage of the total logged-in agents. For example, entering a value of 30 will cause the system to record 30% of sessions from all agents who are logged-in to Agent Desktop.

Grayscale recording

Select this checkbox to specify that Agent Desktop screen recordings will be saved in grayscale instead of color.

Target bitrate

This parameter sets the maximum bitrate for the screen recording. It can be used to achieve the desired ratio between the video quality and size of the screen recordings. Note that the service provider may set a limit for the maximum bitrate, which may affect what you can set for your screen recordings.

Do not record session when agent states are

You can specify which sessions should not be recorded when the agent is in a particular state:

Multiple monitors

In some contact centers, agents use multiple monitors, and all screens are recorded and compiled into a single view. Because the screens are compacted into this view, it can be difficult to see the contents of each screen.

The following options make it easier to view the recordings of multiple screens:

Storage

You can select where screen recordings will be uploaded and stored.

Choose from one of the following options:

When Amazon AWS is selected, then screen recorder will continue to write screen recording files locally but will try to upload 15-minute segments to Amazon AWS as soon as each segment is completed on disk. As soon as they are successfully uploaded, the screen recorder will remove the local copy and write the corresponding record to the database. If recordings are encrypted, the screen recorder does not decrypt them before uploading to S3.

Bright Pattern's screen recorder treats Amazon AWS as a hard drive (i.e., if a file cannot be uploaded to AWS during the first attempt, it will be removed from AWS and error information will be written in the log file.

Integration account

The integration account selector is available only when you select the Amazon AWS storage option (see above). This selector will be grayed out upon selecting Local storage.



Ringtones and Alerts

The Ringtones and Alerts setting lets you customize the volume of external chat and preview record notifications and incoming calls.

To customize your volume settings, select Ringtones and Alerts from the settings menu.


Settings


The Ringtone and Alert Volume pop-up window contains volume slider controls for External chat and preview record notifications and Incoming calls. To hear a preview of the volume, click the speaker Volume-Speaker-Icon-53.PNG icon.


Customize your volume settings in Agent Desktop



Audio Treatments

Audio treatments are prerecorded audio signals (tones, music, or messages) that the system plays to the listener in specific situations, such as when a call is waiting in queue or on hold. Bright Pattern Contact Center provides default audio treatments for all such situations. You can replace these default treatments with your own custom treatments.

To listen to the current treatments or to replace them with custom treatments, select the Audio Treatments option of the Call Center Configuration menu.

Select the situation for which you wish to use your custom audio treatment. You can click the audio icon to listen to the currently used message. To replace the current treatment with your new custom treatment, click upload and select the desired voice file.

Note: The audio content must be encoded in uncompressed PCM 16-bit format.

To adjust the system-wide volume settings for a given audio treatment, use the corresponding volume slider to set the appropriate level.


Call Center Configuration > Audio Treatments


Screen Properties

The Audio Treatments screen properties are described as follows:

Hold and queue music

Hold and queue music is the audio that is played to the party currently waiting on hold or in queue. For specific queues, this signal can be redefined at the scenario level. See the description of the Find Agent block in the Scenario Builder Reference Guide.

Call in queue notification

Call in queue notification indicates that there is a service call waiting in queue. This notification can be provided to agents with matching skills who are currently in the After Call Work state. Note that this message will be played only if enabled as part of service configuration.

Use the repeat every setting to define how often this notification will be played.

Internal chat notification

Internal chat notification indicates the arrival of an internal chat interaction.

External chat and preview record notification

This notification indicates the arrival of an external chat interaction. This signal is also used to indicate the delivery of a preview record for outbound campaigns.

Use the repeat every setting to define how often this notification will be played until the interaction is accepted.

New chat message notification

When enabled, this notification tone will notify agents about the arrival of every new chat message within their established chat sessions.

Agents will be hear the notification tone for a new chat message only if the chat window is not active (i.e., the conversation tab is unpinned in Agent Desktop, or Agent Desktop is open in a separate browser tab and is active, or the agent's web browser is minimized).

Note: This setting enables playback for agents only. If you want your customers to receive an audio notification upon arrival of chat messages from agents, you should enable this capability in the code of your mobile chat applications and/or web HTML snippets.

DTMF suppression sound

This is the sound that the agents will hear instead of the actual DTMF for the calls via dial-in scenario entries where the DTMF Suppression Function is enabled. In a multi-party call where there can be multiple agents and multiple external parties, only agents are isolated. Any participant on a call without a user_id may hear the DTMF digits. The user_id is isolated in order to support agents logged in on external numbers (trunk calls) as well as on nailed connections.

Note: For the calls where DTMF was suppressed in the above manner, their voice recordings will also contain the DTMF suppression sound instead of actual DTMF tones.

While logged on external phone

You can redefine the three signal tones that the agents hear when using an external phone (i.e., when they log in with the phone device option An external phone or Dial-in and keep line open):

While logged on a softphone

You can redefine the following two signal tones that the agents hear when using a softphone (i.e., when they log in with the phone device option Softphone with computer headset):




Search & Preview Records Interface

Search & Preview Records (formerly known as Contacts) is where cases and contact records are located, as well as a search bar that allows you sort through them quickly and easily. The following is an overview of what you will see in this section of Agent Desktop.

Note: The Bulk Export/Import Contacts feature available in this section prior to release 5.3.2 was removed and added to the Contact Center Administrator application, section Contact Import & Export.

Main Page

The main page of Search & Preview Records comprises the three features of the section: the search bar, contacts, and cases. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the Open Open-Contact-53.PNG button or double-clicking on the record. Additionally, you may add a contact by clicking the Create Create-Contact-53.PNG button or remove a contact by clicking the Delete Delete-Contact-53.PNG button.


Search & Preview Records main screen


Search Bar

Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the main page, looking in a contact record, or at cases. For more information about the types of searches you can conduct, see Advanced Search.


Search bar


Contacts

The Contacts section is where contact records are located. Contact records are the entries in your contact center's database containing customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs.

Contact records contain the following buttons, which are accessible from any contact record tab:

Details Tab

When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center.

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the Augment Augment-Contact-Button-Details-Tab-53.PNG button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see How to Add to an Existing Contact.


Details tab


Activities Tab

The Activities tab displays all activities that happened in your contact center related to a given contact; logged activities display information such as the time an activity occurred, what agent was involved, any disposition, as well as subject and/or notes. For more information, see Activities.


Activities tab


Pending Tab

The Pending tab displays any cases that have not been assigned the Resolved or Closed states. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about case states, see Case State. For more information about the link button, see Link button.


Pending tab


Cases Tab

The Cases tab displays cases that have been created for the contact. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about cases, see Cases, Email, and Threads. For more information about the link button, see Link button.


Cases tab


Cases

All cases


Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. For more information about cases, see Cases, Email, and Threads. The Cases interface contains the following buttons and filters.

Spam button

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

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases. Note that this button is available for supervisors only.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that the case link button can be found in the Contact's Pending tab and Cases tab.

Note that links may be pasted into your web browser's search bar, into the search bar, or the Contact Search AD-Contact-Search-Top-53.PNG shortcut found at the top of the screen to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6). For more information regarding how to manually alter this link, see Using URL Variations to Access Case and Contact Information.

Create a follow-up case button

The Create a follow-up case Create-Follow-Up-Case-Button-53.PNG button is available for cases with a Closed state only. Clicking this button allows you to create a new case. For more information, see How to Send a Follow-Up Outbound Email.

Case Filters

The following filters are available for cases.

Case State

The Case State filter allows you to sort cases per assigned State. For more information, see For more information, see Case State.


Case State filter


Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. For more information, see My Cases Interface.





Advanced Search

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

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


Search strings are typed into the search field


Where to Make Advanced Searches

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

About Search Strings and Keywords

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

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

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

Available Keywords

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

Case Keywords

category

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

created

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

email_text

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

flagged

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

modified

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

<number>

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

note

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

pending_reason

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

reporter

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

service

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

state

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

subject

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

Contact Keywords

address

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

company

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

dob

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

email

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

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

first_name

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

last_name

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

name

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

phone

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

position

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

segment

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

title

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

URL

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



Advanced Search

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

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


Search strings are typed into the search field


Where to Make Advanced Searches

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

About Search Strings and Keywords

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

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

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

Available Keywords

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

Case Keywords

category

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

created

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

email_text

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

flagged

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

modified

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

<number>

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

note

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

pending_reason

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

reporter

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

service

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

state

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

subject

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

Contact Keywords

address

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

company

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

dob

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

email

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

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

first_name

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

last_name

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

name

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

phone

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

position

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

segment

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

title

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

URL

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



Case State

Agent Desktop allows you to assign state to cases, which may be used to organize and classify your case workload. For more information about cases, see My Cases Interface and Search & Preview Records Interface.

The following states can be applied to cases.

New

This state is for new, unopened cases.


The New case state


Open

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


The Open case state


Pending

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


The Pending state with pending reason


Resolved

This state is for cases that are completed. Note that cases marked as Resolved can have changes made to them and will stay in the Resolved state for a period of time as configured by your administrator; after this point, the case will be Closed. Additionally, when marking a case as Resolved, you will have the opportunity to disposition it.


The Resolved case state


Closed

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


The Closed state






General Settings

Case & Contact Management settings allow you to make system-wide changes to how cases and contacts are treated in Agent Desktop. Note that the settings shown here apply only to section Case & Contact Management, and they differ from the general settings shown in section Call Center Configuration.


Case & Contact Management > General Settings


Automatically pin the case for the creating user

Selecting this checkbox allows cases created from an active call or chat to be automatically pinned to the creating agent. Automatically pinning interactions helps agents to keep better track of work by preventing important chats and calls from getting lost.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Setting final disposition resolves case

If this checkbox is selected, setting the disposition on a case to any option in the Final category will resolve the case.

Resolved case becomes closed after

If a case has been dispositioned as resolved, the case will be automatically closed after a specified number of days; the default number of days is 14.

Display contacts and cases for default search results

If this checkbox is checked, when an agent uses the search bar in My Cases, the results display the first 200 cases/contacts, newest first (sorted by creation date/time in descending order). If it is unchecked, no search information is displayed; the agent will see "Enter search criteria" in the middle of the table, instead. The default setting is checked.



General Settings

Case & Contact Management settings allow you to make system-wide changes to how cases and contacts are treated in Agent Desktop. Note that the settings shown here apply only to section Case & Contact Management, and they differ from the general settings shown in section Call Center Configuration.


Case & Contact Management > General Settings


Automatically pin the case for the creating user

Selecting this checkbox allows cases created from an active call or chat to be automatically pinned to the creating agent. Automatically pinning interactions helps agents to keep better track of work by preventing important chats and calls from getting lost.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Setting final disposition resolves case

If this checkbox is selected, setting the disposition on a case to any option in the Final category will resolve the case.

Resolved case becomes closed after

If a case has been dispositioned as resolved, the case will be automatically closed after a specified number of days; the default number of days is 14.

Display contacts and cases for default search results

If this checkbox is checked, when an agent uses the search bar in My Cases, the results display the first 200 cases/contacts, newest first (sorted by creation date/time in descending order). If it is unchecked, no search information is displayed; the agent will see "Enter search criteria" in the middle of the table, instead. The default setting is checked.



Pre-defined Dispositions

This section provides descriptions of the predefined dispositions that are created by default whenever you define a new service. For general information about dispositions, their purpose, and configuration, see section Dispositions Tab of this guide.

Many dispositions defined apply to outbound campaigns only, and some of those are used for preview records only.

All dispositions in the Connection Problem folder are by default visible to agents. This is essential for preview campaigns where call progress is monitored by agents. If you are running a predictive or progressive campaign where the call progress analysis is performed by the system, you may consider hiding some of these dispositions. If you do so, it is recommended that you leave dispositions Answering machine and Silence visible to the agents.

Note: The dispositions that are hidden from the agents are shown in italic, both in the application and in the following list.


Final folder

The meaning of each predefined description is given as follows.

Add to DNC

The remote party requested that no further calls be made to his numbers.

Answer provided

The customer email was replied to and no follow-up is expected or necessary. This disposition closes the email case.

Bad record

The agent reviewed the calling record and marked it as unusable (e.g., due to insufficient or corrupted data).

Message not sent

The outbound message failed to send. Note that the optional “Provider Code” column in campaign results may display error codes, if provided by the SMS carrier. For more information, see Administration Tutorials, section Outbound Messaging Campaign Configuration.

Message sent

The outbound message was successfully sent.

Offer rejected

The business purpose of the call/chat was not fulfilled, but no follow up is required or expected by the customer.

Problem solved

The customer email confirmed successful resolution of the original matter (e.g., a thank you note) and was closed without reply. This disposition closes the email case.

Product sold

The business purpose of the call/chat was fulfilled.

Record matches DNC

The attempted record matches an entry in one the associated record-based DNC lists (i.e. Do Not Call lists).

Spam

The content of the customer email had no connection to any services provided by the contact center. This disposition closes the email case.


Non-final folder

Dropped while talking

The call was dropped (accidentally disconnected) while the conversation was in progress. This disposition can also be used for chats that were ended due to customer inactivity.

Need more information

The customer email was replied to and some follow-up is expected. The email case stays open.

Number matches DNC

The attempted number matches a number in one of the associated number-based DNC lists.

Wrong number

The person for whom the call was intended cannot be reached at this number.

Wrong person

The person who answered the call was not the person for whom the call was intended (but the latter may be reached at the same number later).


Connection problem folder

Announcement

The connected call attempt returned speech that was not live voice or an answering machine greeting. For example, this announcement can be an interactive voice response (IVR) announcement indicating that a company office was closed or an IVR menu asking to press a digit for the desired department.

Answering machine

The call was answered by an answering machine.

Busy

The called number was busy.

Fast busy

The call attempt returned the fast busy signal (reorder tone) indicating that the call cannot be established due to network congestion. Note that sometimes network operators also use Fast Busy to indicate invalid and/or disconnected numbers.

Fax or modem

The called line is connected to a fax or modem.

Invalid number

The call attempt returned a tone indicating that the dialed number was invalid.

Network announcement

The call attempt returned speech before connecting the call, such as a network message indicating, for example, that the call could not be established at this time.

No answer

The called party did not answer within the No Answer timeout.

Other connection issue

This is the generic disposition reserved for any possible connection problems other than the ones specified above.

Silence

The call was established but no sound from the remote party could be detected for more than 5 seconds.


System folder

Agent failure

The call ended because of an Agent Desktop application failure.

Abandoned

The answered call was dropped before call progress analysis could be finished.

Call failed

Call or call attempt terminated externally with an unknown error code.

Congestion

This disposition is reserved for future use.

Disposition not found

Scenario attempted to set the interaction disposition to a value that could not be recognized.

Finalized by dial rule

Processing of this record was finalized by a dial rule.

No agent

The call was dropped after being answered by the called party because it could not be connected to an agent in a timely manner.

No disposition

The agent who handled this interaction did not select any disposition for it.

No numbers left to call

The maximum number of calling attempts has been reached for all numbers of this calling record and there are no more attempts for this record to be made. Note that this disposition is used only when the record contains multiple phone numbers and they are tried during the campaign. When list records contain only one phone number (or only one is used during the given campaign), the final disposition of the record that reached maximum attempts corresponds to the disposition of the last call attempt.

Phone network unavailable

The call could not be made because the public telephone network was not available.

Record expired

The calling record has expired. See section Lists for more information about the uses of record expiration mechanism and the related settings.

Skipped

The agent accepted the preview record and then skipped it (i.e., discarded the record without dialing).

System failure

The call ended because of a system failure.



Case Pending Reasons

Case Pending Reasons is the section where you create the pending reasons for cases; Pending is a state available for Agent Desktop cases that require further action, and the reasons will vary depending on your call center (e.g., needing manager approval, more customer information, etc.). For more information, see the Agent Guide, section Understanding Case States.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to case pending reasons, we recommend that all affected logged-in agents refresh their browser page.


Case Pending Reasons


How to Create a Case Pending Reason

To create a new Case Pending Reason, click add, enter the reason, then select the green, apply changes checkmark. In Agent Desktop, Case Pending Reasons must be selected if a case is marked as Pending.


Case Pending Reasons as seen in Agent Desktop




Case Pending Reasons

Case Pending Reasons is the section where you create the pending reasons for cases; Pending is a state available for Agent Desktop cases that require further action, and the reasons will vary depending on your call center (e.g., needing manager approval, more customer information, etc.). For more information, see the Agent Guide, section Understanding Case States.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to case pending reasons, we recommend that all affected logged-in agents refresh their browser page.


Case Pending Reasons


How to Create a Case Pending Reason

To create a new Case Pending Reason, click add, enter the reason, then select the green, apply changes checkmark. In Agent Desktop, Case Pending Reasons must be selected if a case is marked as Pending.


Case Pending Reasons as seen in Agent Desktop




Search & Preview Records Interface

Search & Preview Records (formerly known as Contacts) is where cases and contact records are located, as well as a search bar that allows you sort through them quickly and easily. The following is an overview of what you will see in this section of Agent Desktop.

Note: The Bulk Export/Import Contacts feature available in this section prior to release 5.3.2 was removed and added to the Contact Center Administrator application, section Contact Import & Export.

Main Page

The main page of Search & Preview Records comprises the three features of the section: the search bar, contacts, and cases. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the Open Open-Contact-53.PNG button or double-clicking on the record. Additionally, you may add a contact by clicking the Create Create-Contact-53.PNG button or remove a contact by clicking the Delete Delete-Contact-53.PNG button.


Search & Preview Records main screen


Search Bar

Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the main page, looking in a contact record, or at cases. For more information about the types of searches you can conduct, see Advanced Search.


Search bar


Contacts

The Contacts section is where contact records are located. Contact records are the entries in your contact center's database containing customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs.

Contact records contain the following buttons, which are accessible from any contact record tab:

Details Tab

When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center.

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the Augment Augment-Contact-Button-Details-Tab-53.PNG button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see How to Add to an Existing Contact.


Details tab


Activities Tab

The Activities tab displays all activities that happened in your contact center related to a given contact; logged activities display information such as the time an activity occurred, what agent was involved, any disposition, as well as subject and/or notes. For more information, see Activities.


Activities tab


Pending Tab

The Pending tab displays any cases that have not been assigned the Resolved or Closed states. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about case states, see Case State. For more information about the link button, see Link button.


Pending tab


Cases Tab

The Cases tab displays cases that have been created for the contact. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about cases, see Cases, Email, and Threads. For more information about the link button, see Link button.


Cases tab


Cases

All cases


Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. For more information about cases, see Cases, Email, and Threads. The Cases interface contains the following buttons and filters.

Spam button

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

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases. Note that this button is available for supervisors only.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that the case link button can be found in the Contact's Pending tab and Cases tab.

Note that links may be pasted into your web browser's search bar, into the search bar, or the Contact Search AD-Contact-Search-Top-53.PNG shortcut found at the top of the screen to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6). For more information regarding how to manually alter this link, see Using URL Variations to Access Case and Contact Information.

Create a follow-up case button

The Create a follow-up case Create-Follow-Up-Case-Button-53.PNG button is available for cases with a Closed state only. Clicking this button allows you to create a new case. For more information, see How to Send a Follow-Up Outbound Email.

Case Filters

The following filters are available for cases.

Case State

The Case State filter allows you to sort cases per assigned State. For more information, see For more information, see Case State.


Case State filter


Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. For more information, see My Cases Interface.





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

How to Use Cases to Send a Follow-up Outbound Email

Depending on the type of service you provide, a single reply may not always be sufficient to fulfill the customer request. For example, the initial reply may simply inform the customer that the request has been received and advise the customer of the estimated processing time, while the actual request fulfillment will be communicated via one or more follow-up emails. Follow-up emails can be created for both open and closed cases.

To support requests that require multiple communications, each email is associated with a case and a thread. For more information, see Cases, Email, and Threads.

Note: If you wish to follow up on a reply that you sent recently, it may be easier to select it from the Recent tab.

From an Open Case

Step 1: Find the case associated with the request

When you have all the information required to compose a follow-up email for a particular customer request, you will first have to find the case associated with this request. Either the case number or the customer name can be used to find the case.

To view cases, select My Cases from the menu beside the Active Communications List.


My Cases selected


Step 2: Search for the case

If the desired case is not shown in the Context Information Area, select Contacts from the main menu beside the Active Communications List. Then click Cases to display all cases.

Alternatively, you can search for cases by typing:

If you know the case number, enter it in the search field. Because case numbers are unique, only one case will be displayed in the list below.


Searching by case number


Step 3: Browse, sort, and select the case

For each case, its number, the creation date, and the original email subject line will be displayed. Depending on their length, subjects may be shown truncated in the list view. Hover over truncated subjects to see the full content. Cases matching search criteria will be listed.

Depending on your permissions, you will be able to see either the cases that you have previously worked on, or all cases for the services that you are qualified to handle.


Case search


You can sort listed cases by case number, creation date, and alphabetically by subject.

When you select a case in the list, all incoming, transferred, and outgoing email messages related to this case will be listed in the History tab in chronological order. Any notes that you or other agents provided with respect to this case will also be listed with the Notes icon Notes-Button-50.png. When you select any particular message, its content will be displayed in the message body area.

Note: As mentioned, case structure reflects the business processes of your organization and services that you handle. You will receive specific instructions about handling cases and composing follow-up messages from your system administrator. As a general recommendation, remember that it is usually important to study the entire case history, including all the notes and dispositions that were entered previously for this case, before sending any new emails related to it.

Step 4: Email the customer

To send a follow-up email, double-click the customer email that this follow-up message will directly relate to or click the Reply button.

This email will appear in your Active Communications List. The Context Information Area will display the familiar email processing views and controls. For more information, see Overview of the Email Working Area.

From this moment, composing your follow-up email will be no different from composing the first reply. For more information, see How to Compose a Reply.

If you do not see the Open button for the email you wish to follow up on, this means that another agent is working on this email already.

From a Closed Case

While it is not possible to reopen closed cases, you can use the Create a follow-up case button to continue the interaction with the customer. Note that creating a follow-up case from a closed case will create a new case number.


Create a follow-up case on a closed case


Step 1: Find the Case

OR

Step 2: Create and Send a Follow-Up Case


Draft your follow-up email


Additional Information


A record of the follow-up case will be added to the case





My Cases Interface

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


My Cases as seen by a supervisor


Header

Disposition Buttons

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

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


How disposition buttons look in a team queue toolbar


SLA Icons

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


Queue icons


Team Queue

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

Assign button

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

Grab button

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

Spam button

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

Trash button

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

Case Filters

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

Service

If you have access to more than one service, the service filter allows you to sort emails per service. Additionally, supervisors have the ability to filter per email distribution type (i.e., push or pull).


Service filter


Languages

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


Languages filter


Case details

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

Create time

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

Update time

Update time is the time the case was last updated.

Last customer update

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

SLA Age %

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

From

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

Subject

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

Flag

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


Case details filter


Target time

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


Target time


Personal Queue

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

Move to TQ button

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

Compose email button

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


Personal Queue view


Pinned Cases

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


Pinned Cases view


Case View Panel

Case Header

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


An example case header

Case number

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

Subject

This is the subject line of the email/case.

Link button

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

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

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

Current assignments

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

Reporter

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

On copy

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

State

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

Assigned to

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

Pinned by

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

Case History

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


An example of how case history actions look


Case Footer

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


An example case footer




Proactive Offer

Proactive offers are chat interactions initiated by your contact center that offer opportunities to call or chat with a live agent. The contents of the proactive chats are customized in the Proactive Offer tab of chat widget configuration.

Proactive Offer Properties

Chat Widget Configuration > Proactive Offer tab


Enabled

To enable proactive offers for your chat service, select the Enabled checkbox.

HTML Content

HTML Content is the HTML code that is pasted here to provide access to the web elements of the chat application that customers will use to access your contact center via the given messaging scenario entry.

Contact options

There are two ways for customers to contact your call center: chat and phone calls. Contact options to be shown on the chat widget include the following.

Chat button enabled

To enable the chat button to appear on the widget, select the Chat button enabled checkbox. When the customer clicks the chat button, a new chat interaction will be initiated.

Chat button text

The chat button's label can be customized to display any text or brief message (e.g., "Chat with us now"). Type your desired chat button label in the Chat button text field.

Phone call button enabled

To enable the phone call button to appear on the widget, select the Phone call button enabled checkbox. When the customer clicks the phone call button, the agent accepts the chat and can call the customer's provided phone number using the Initiate call button.

Phone call button text

The phone call button's label can be customized to display any text or brief message (e.g., "Speak to an agent"). Type your desired phone call button label in the Phone call button text text entry field.

Cancel button text

The Cancel button text may be customized as well. Enter the desired text or brief message in the text entry field. When the customer clicks the cancel button, the proactive offer chat will not be initiated.

Close button

When clicked by the customer, the Close button closes the proactive chat window and hides it from view. To enable customers to close the chat widget, select the Close button checkbox.


Proactive Offer Styling

The following properties relate to Proactive Offer styling.


Proactive Offer Styling properties


Width

The widget width can be specified in pixels.

Height

The widget height can be specified in pixels.

Animation in

You can specify how the proactive chat widget moves across or appears on the screen.

Choose from the following Animation in options:

Animation out

You can also specify how the proactive chat widget moves off the screen.

Choose from the following Animation out options:

Location

Location is where the chat widget will be placed on your webpage:

Proactive Offer Conditions

Proactive Offer conditions are the requirements that must be met for the proactive chat to be shown to website visitors.


Add proactive offer conditions


How to Add Conditions

  1. Beside "Conditions," click add.
  2. In the dialog that pops up, enter the title, the unique name for this condition.
  3. Click add.
  4. Select a condition with the appropriate specification.


Condition Types

Max wait time, over

Define the maximum number of seconds to wait before sending the proactive offer.

URL path prefix matches

Specify the URL prefix (e.g., /folder1) that must be matched.

This condition is useful for when you wish to pop a proactive offer only when a visitor navigates to a specific webpage. The webpage URL prefix is the path of that page (i.e., everything that follows https://www.domain). For example, specifying URL prefix /news/local will ensure that the proactive offer is only shown when the visitor goes to the local news page.


"URL path prefix matches" condition


URL path prefix in history

Specify the URL prefix (e.g., /folder1) from history.

Days of week

Select the day(s) of the week to send the proactive offer.

Days of month

Select the day(s) of the month to send the proactive offer.

Months

Select the month(s) to send the proactive offer.

Time of day

Select the time of day you want to send the proactive offer; you may configure a time range in hours:minutes during which the offer appears. Note that the time of day is the customer's time in their own desktop and not your contact center time.

Cookie is present

Enter the cookie that must be present.

Referring URL

Specify the URL that referred the customer to your site.

Duration of visit over

Define the maximum number of seconds that the customer should be on your site before sending the offer.

Number of pages visited

Enter the number of webpages visited.

About to exit (mouse move)

Add this condition to send the proactive offer when there's a mouse move to exit.

First visit to the site

Add this condition if it's the first time the customer has been to your site.

Chatted before

Add this condition if the customer has chatted with your contact center before.

JS variable is true

Specify which JavaScript variable needs to be true.

Language

Specify which language the customer uses.

Scrolls to

Enter the number of screens down that the customer browses.

Mobile visitor

Add this condition if the customer is on your website via a mobile browser.

Number of clicks on page over

Enter the maximum number of clicks that the customer should make.

Estimated wait time, below

If there is an Estimated Wait Time (EWT) for customers to be connected to agents, 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.

Non-mobile browser

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


Pre-Chat Form Configuration

Learn about the properties for Pre-Chat Form Configuration.


Pre-Chat Form Configuration





Welcome to Agent Desktop

The Bright Pattern Agent Guide provides instructions for using Bright Pattern Contact Center Agent Desktop, a cloud-based software application that enables you to perform various telecommunication and customer service tasks in Bright Pattern-based private branch exchange (PBX) phone system and contact center environments.

Learn how to use Agent Desktop by exploring the following sections of the Agent Guide:


Audience

The Agent Guide is meant to be used as a reference manual, tutorial, and operational handbook by:


Prerequisites

Readers of this guide are expected to be familiar with basic operations with computer (Windows/Mac) operating systems and Internet applications.


  1. Agent Desktop features a separate set of functions for supervisors and campaign operators. These functions are discussed in the Bright Pattern Supervisor Guide.



Contact Center Administrator Introduction

The Bright Pattern Contact Center Administrator Guide describes the configuration of the contact center resources that users of Bright Pattern Contact Center need to know in order to operate in a specific contact center environment. Such resources include agents and other users, agent teams, contact center services with associated skills, scenarios, and operation schedules, extensions and access points, and various other settings.

The order in which information is presented in this guide generally follows the structure of the Configuration menu of the Contact Center Administrator application, which is where most of the contact center configuration tasks are performed.

For descriptions of the items of the Reports menu of the Contact Center Administrator application, see the Bright Pattern Reporting Reference Guide.


The Contact Center Administrator application


Audience

The Contact Center Administrator Guide is intended to be used by personnel responsible for contact center operations, such as the following:

Guide Sections

The sections of this guide are organized in the same order as they are presented in the application; sections containing subsections are organized into subbooks. Additionally, reference material is provided in order to help you as you configure your contact center. The guide's sections are as follows:




About

The Bright Pattern Contact Center Scenario Builder Reference Guide describes the building blocks of the Bright Pattern scenario language and how those blocks are managed in the Scenario Builder application.

Learn how to use the Scenario Builder application by exploring the following sections of this guide:


For information about scenario management in the context of contact center configuration, such as the association of scenarios with interaction access points, refer to the Bright Pattern Contact Center Administrator Guide.


Example of a scenario in the Scenario Builder


Audience

The Bright Pattern Scenario Builder Reference Guide is intended for professionals responsible for the design, development, and testing of interaction processing logic in your contact center.

Participants are expected to be familiar with general principles of computer programming and to have a solid understanding of contact center operations and resources that are involved in such operations, including agents and teams, services and skills, schedules, and access points.



Purpose

The Embedded Agent Desktop SDK Specification describes the Bright Pattern Agent Desktop SDK, which incorporates the Bright Pattern Embedded Agent Desktop API.

The SDK supports requests for information about agent states and interactions, as well as control over agent and supervisor login, status, call flow, call recordings, transfers, and outbound dialing. The SDK is available in the latest release of Bright Pattern Contact Center.

Try It Now

You can give the SDK a spin by copying the following URL into your web browser's address field and replacing the placeholder "corp" with the name of your Bright Pattern Contact Center instance:

https://corp.brightpattern.com/agentdesktop/AgentDesktopSdkTest.jsp

Then log in to Agent Desktop and click Get State to get started.


ControlRecord1b-53.png



Purpose

The Microsoft Dynamics 365 Integration Guide provides detailed instructions for setting up your Bright Pattern Contact Center solution to function in an integrated manner with your Microsoft Dynamics 365 applications.

Microsoft Dynamics 365 is a cloud customer relationship management (CRM) solution running on Microsoft Azure. Dynamics 365 uses a suite of business applications connected through a common Microsoft cloud platform to provide insights into a business’s customers, interactions, and operations.

Through integration, you can access and use Dynamics 365 data in your Bright Pattern Contact Center operations, providing comprehensive customer service to your existing contacts. Our integration enables you to embed Bright Pattern’s Agent Desktop widget into your Dynamics 365 environment to get full call and chat capability in your CRM operations. In addition, integration allows contact center users, such as supervisors, to use Dynamics 365 data in contact center operations via a separate, pop-out Agent Desktop.

Using Bright Pattern, you can engage with Dynamics 365 customers on their channel of choice, whether it’s voice, web chat, email, video, SMS, or social messaging, while gaining insights on customer behavior and tracking all interactions in context in activity history.


Example of incoming call via Agent Desktop widget embedded on Microsoft Dynamics 365 page






My Cases Interface

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


My Cases as seen by a supervisor


Header

Disposition Buttons

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

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


How disposition buttons look in a team queue toolbar


SLA Icons

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


Queue icons


Team Queue

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

Assign button

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

Grab button

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

Spam button

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

Trash button

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

Case Filters

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

Service

If you have access to more than one service, the service filter allows you to sort emails per service. Additionally, supervisors have the ability to filter per email distribution type (i.e., push or pull).


Service filter


Languages

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


Languages filter


Case details

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

Create time

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

Update time

Update time is the time the case was last updated.

Last customer update

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

SLA Age %

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

From

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

Subject

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

Flag

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


Case details filter


Target time

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


Target time


Personal Queue

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

Move to TQ button

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

Compose email button

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


Personal Queue view


Pinned Cases

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


Pinned Cases view


Case View Panel

Case Header

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


An example case header

Case number

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

Subject

This is the subject line of the email/case.

Link button

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

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

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

Current assignments

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

Reporter

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

On copy

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

State

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

Assigned to

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

Pinned by

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

Case History

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


An example of how case history actions look


Case Footer

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


An example case footer




Dispositions Tab

Dispositions are used to specify the result of an interaction attempt. For example, a disposition may indicate that the requested service was provided, or it might suggest a specific reason why it was not provided. Dispositions are stored in the interaction records and campaign results. They can be used in custom queries and reports for evaluation of service efficiency.

Note: The Dispositions tab is displayed only if the Use dispositions option is selected on the Properties tab.

In outbound campaigns, dispositions are also used to determine subsequent processing of calling records depending on the outcome of each call attempt. See section Outbound - Dial Rules for more information. In outbound campaigns, some of the dispositions can be applied to entire calling records and some others to individual call attempts.

For outbound campaigns of preview type, dispositions are also usually defined for preview records. In such campaigns, agents receive calling records from the system and preview them before making the corresponding outbound calls. During the preview, they may decide to discard some records without dialing. Dispositions, in this case, can indicate the reason (e.g., incomplete data).

For blended services, inbound dispositions are processed within the context of the campaign that is part of the same service. For example, if a customer misses your campaign call and then calls back using the campaign's caller ID and buys the product you have been offering within the campaign, the disposition of that inbound call should normally prevent subsequent attempts to call this customer within the same campaign. Therefore, for blended services it is important that the


If the reason for a failed interaction attempt can be recognized automatically, the corresponding disposition can be provided by the system. Dispositions that are specified manually will be displayed by the Agent Desktop and can be selected by the agent at any time during interaction handling, including the after-call work. Dispositions can also be set by a scenario.


How the Dispositions tab looks for an email service


Screen Properties

Show dispositions for

This option is displayed only for outbound and blended voice services. To review and edit dispositions for inbound calls and list records, select inbound. To review and edit dispositions for outbound calls and list records, select outbound. To review and edit dispositions for preview records, select preview record.

List of dispositions

All dispositions configured for this service are displayed in this section; individual dispositions are organized into folders. For each interaction type, the system provides a pre-defined set of dispositions. You can edit such predefined dispositions, remove some of them, define new ones, and arrange them in your own folders. The purpose of each predefined disposition is explained in the Description field, which you will see when you click a disposition once.

Even though the system provides a predefined set of dispositions for each new service, you can still control whether these dispositions will or will not be made available to agents for selection when they handle interactions associated with the given service. Furthermore, you can control whether the use of dispositions is mandatory or optional. For more information, see the description of settings Use dispositions and Require dispositions in the Services and Campaigns - Properties tab.

For the services that comprise different types of interactions (inbound, outbound, preview records), the list will display only the dispositions corresponding to the interaction type selected via the Show dispositions for option.

To modify or delete existing dispositions or folders, hover over their names. Note that most of the dispositions in the Connection Problem and System folders can be only modified, but not deleted, because they are used in the built-in dial rules (e.g., automatic rescheduling of unsuccessful campaign calls).

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Dispositions properties editor

To create a disposition in an existing folder, click add in the desired folder; this will open the dispositions properties editor, allowing you to configure the following. To edit a disposition, hover over the disposition and click the edit Edit-Disposition-Button-53.PNG icon. To delete a disposition, hover over the disposition and click the delete Delete-Disposition-Button-53.PNG icon.


Dispositions properties editor for a voice service


Name

This field is where you specify the disposition’s name. Note that this field is mandatory and must be unique within the given interaction type within the service.

Description

This optional field allows you to provide a free-text description of the disposition.

Agent can select

By default, dispositions that you define will be made available to agents for selection during interaction handling. If you do not want the given disposition to be shown to agents (e.g., you intend to use this disposition in scenarios only), unselect the Agent can select checkbox. Note that dispositions unavailable to agents appear in the disposition list in italic.

Show in toolbar in team queue

This option, available for email services only, allows you to configure an icon for the disposition, which is displayed as a button in the team queue and personal queue toolbar when an email's corresponding checkbox is selected. This button allows agents to apply a disposition to an email without opening it, thus removing it from the queue. Note that when configuring this option, you must select a corresponding toolbar icon. Note that these buttons will not appear unless an an email's corresponding checkbox is selected.

Buttons mapped to either the Final disposition or Spam disposition apply the Resolved status to all selected emails. Buttons mapped to the Nonfinal disposition do not apply a different status to the selected emails (i.e., all selected emails will retain the New status). On this note, it is recommended that buttons are mapped to dispositions of the Final type to prevent important emails from accidentally being removed from the queue.

Toolbar icon

When the Show in toolbar in team queue option is selected, the toolbar icon option appears; this setting lets you map an icon to a disposition that will be displayed as a button in Agent Desktop's team queue and personal queue. To map the icon to the disposition, select the search Dispositions-Toolbar-Search-Icon-53.PNG icon or click icon search to access the drop-down list of toolbar icons.


Select an icon to add to your team queue's toolbar


Type

Type is a disposition category that executes specific actions when applied to an interaction; available types vary per service. The following is a list of all disposition types. Note: Dispositions considered final (i.e., ones that complete records or cases) are editable by those with the privilege Can update final dispositions only.

Success (completes record or case)

Success is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case.

Final (completes record or case)

Final is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case; this type is available for email services only.

Failure (completes record)

Failure is for dispositions indicating unsuccessful interaction processing without subsequent attempts (e.g., the customer has rejected the offer); this type is available for voice services only.

Do not Call (completes record)

Do not Call is for dispositions indicating that the customer has requested not to be contacted again for the given reason; this type is available for voice services only.

Continue

Continue is for dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has asked to be called again at another time) or expected continued processing of a case; by default, any new disposition of this type is associated with action Reschedule (24h); for more information, see section Outbound - Dial Rules.

Nonfinal

For dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has requested to be contacted at another time) or expected continued processing of a case; this type is available for email services only.

Spam

For dispositions indicating an immediate closure of an email case because the incoming message was spam

For services that comprise different types of interactions (inbound, outbound, preview records), you can also specify if the disposition you define for one interaction type shall be available for interactions of other types within the same service. Select such desired additional interaction types via the Scope option.

Code

If, in addition to the disposition name, you would like to use a numeric code (integer), specify it in the Code field. Disposition codes are optional, and when defined, will appear in campaign results along with disposition names. Codes can also be used instead of disposition names when setting dispositions in scenarios.

There are no predefined disposition codes because you can assign any string to be a disposition code. A disposition code can contain up to nine digits; any characters are allowed. Note that the system does not check uniqueness of disposition codes.

Add folder

The add folder option allows you to create a new folder for dispositions. To add a new folder, click add folder, specify the folder name, then add the desired dispositions.

Import

The Import option imports dispositions and allows you to define dispositions externally and import them in the .CSV format. For each disposition, the following fields must be defined in the specified order:

Each value must be enclosed in the quotation marks. Optional parameters must be set to an empty string when not defined.

An easy way to create an import file is to export an existing list of dispositions (see Export below) and modify it as may be necessary.

Export

This option exports dispositions in .CSV format. The exported file can be used as a template when defining dispositions externally and importing them into the system. For specification of the fields, see the description of the Import function.



Dispositions Tab

Dispositions are used to specify the result of an interaction attempt. For example, a disposition may indicate that the requested service was provided, or it might suggest a specific reason why it was not provided. Dispositions are stored in the interaction records and campaign results. They can be used in custom queries and reports for evaluation of service efficiency.

Note: The Dispositions tab is displayed only if the Use dispositions option is selected on the Properties tab.

In outbound campaigns, dispositions are also used to determine subsequent processing of calling records depending on the outcome of each call attempt. See section Outbound - Dial Rules for more information. In outbound campaigns, some of the dispositions can be applied to entire calling records and some others to individual call attempts.

For outbound campaigns of preview type, dispositions are also usually defined for preview records. In such campaigns, agents receive calling records from the system and preview them before making the corresponding outbound calls. During the preview, they may decide to discard some records without dialing. Dispositions, in this case, can indicate the reason (e.g., incomplete data).

For blended services, inbound dispositions are processed within the context of the campaign that is part of the same service. For example, if a customer misses your campaign call and then calls back using the campaign's caller ID and buys the product you have been offering within the campaign, the disposition of that inbound call should normally prevent subsequent attempts to call this customer within the same campaign. Therefore, for blended services it is important that the


If the reason for a failed interaction attempt can be recognized automatically, the corresponding disposition can be provided by the system. Dispositions that are specified manually will be displayed by the Agent Desktop and can be selected by the agent at any time during interaction handling, including the after-call work. Dispositions can also be set by a scenario.


How the Dispositions tab looks for an email service


Screen Properties

Show dispositions for

This option is displayed only for outbound and blended voice services. To review and edit dispositions for inbound calls and list records, select inbound. To review and edit dispositions for outbound calls and list records, select outbound. To review and edit dispositions for preview records, select preview record.

List of dispositions

All dispositions configured for this service are displayed in this section; individual dispositions are organized into folders. For each interaction type, the system provides a pre-defined set of dispositions. You can edit such predefined dispositions, remove some of them, define new ones, and arrange them in your own folders. The purpose of each predefined disposition is explained in the Description field, which you will see when you click a disposition once.

Even though the system provides a predefined set of dispositions for each new service, you can still control whether these dispositions will or will not be made available to agents for selection when they handle interactions associated with the given service. Furthermore, you can control whether the use of dispositions is mandatory or optional. For more information, see the description of settings Use dispositions and Require dispositions in the Services and Campaigns - Properties tab.

For the services that comprise different types of interactions (inbound, outbound, preview records), the list will display only the dispositions corresponding to the interaction type selected via the Show dispositions for option.

To modify or delete existing dispositions or folders, hover over their names. Note that most of the dispositions in the Connection Problem and System folders can be only modified, but not deleted, because they are used in the built-in dial rules (e.g., automatic rescheduling of unsuccessful campaign calls).

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Dispositions properties editor

To create a disposition in an existing folder, click add in the desired folder; this will open the dispositions properties editor, allowing you to configure the following. To edit a disposition, hover over the disposition and click the edit Edit-Disposition-Button-53.PNG icon. To delete a disposition, hover over the disposition and click the delete Delete-Disposition-Button-53.PNG icon.


Dispositions properties editor for a voice service


Name

This field is where you specify the disposition’s name. Note that this field is mandatory and must be unique within the given interaction type within the service.

Description

This optional field allows you to provide a free-text description of the disposition.

Agent can select

By default, dispositions that you define will be made available to agents for selection during interaction handling. If you do not want the given disposition to be shown to agents (e.g., you intend to use this disposition in scenarios only), unselect the Agent can select checkbox. Note that dispositions unavailable to agents appear in the disposition list in italic.

Show in toolbar in team queue

This option, available for email services only, allows you to configure an icon for the disposition, which is displayed as a button in the team queue and personal queue toolbar when an email's corresponding checkbox is selected. This button allows agents to apply a disposition to an email without opening it, thus removing it from the queue. Note that when configuring this option, you must select a corresponding toolbar icon. Note that these buttons will not appear unless an an email's corresponding checkbox is selected.

Buttons mapped to either the Final disposition or Spam disposition apply the Resolved status to all selected emails. Buttons mapped to the Nonfinal disposition do not apply a different status to the selected emails (i.e., all selected emails will retain the New status). On this note, it is recommended that buttons are mapped to dispositions of the Final type to prevent important emails from accidentally being removed from the queue.

Toolbar icon

When the Show in toolbar in team queue option is selected, the toolbar icon option appears; this setting lets you map an icon to a disposition that will be displayed as a button in Agent Desktop's team queue and personal queue. To map the icon to the disposition, select the search Dispositions-Toolbar-Search-Icon-53.PNG icon or click icon search to access the drop-down list of toolbar icons.


Select an icon to add to your team queue's toolbar


Type

Type is a disposition category that executes specific actions when applied to an interaction; available types vary per service. The following is a list of all disposition types. Note: Dispositions considered final (i.e., ones that complete records or cases) are editable by those with the privilege Can update final dispositions only.

Success (completes record or case)

Success is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case.

Final (completes record or case)

Final is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case; this type is available for email services only.

Failure (completes record)

Failure is for dispositions indicating unsuccessful interaction processing without subsequent attempts (e.g., the customer has rejected the offer); this type is available for voice services only.

Do not Call (completes record)

Do not Call is for dispositions indicating that the customer has requested not to be contacted again for the given reason; this type is available for voice services only.

Continue

Continue is for dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has asked to be called again at another time) or expected continued processing of a case; by default, any new disposition of this type is associated with action Reschedule (24h); for more information, see section Outbound - Dial Rules.

Nonfinal

For dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has requested to be contacted at another time) or expected continued processing of a case; this type is available for email services only.

Spam

For dispositions indicating an immediate closure of an email case because the incoming message was spam

For services that comprise different types of interactions (inbound, outbound, preview records), you can also specify if the disposition you define for one interaction type shall be available for interactions of other types within the same service. Select such desired additional interaction types via the Scope option.

Code

If, in addition to the disposition name, you would like to use a numeric code (integer), specify it in the Code field. Disposition codes are optional, and when defined, will appear in campaign results along with disposition names. Codes can also be used instead of disposition names when setting dispositions in scenarios.

There are no predefined disposition codes because you can assign any string to be a disposition code. A disposition code can contain up to nine digits; any characters are allowed. Note that the system does not check uniqueness of disposition codes.

Add folder

The add folder option allows you to create a new folder for dispositions. To add a new folder, click add folder, specify the folder name, then add the desired dispositions.

Import

The Import option imports dispositions and allows you to define dispositions externally and import them in the .CSV format. For each disposition, the following fields must be defined in the specified order:

Each value must be enclosed in the quotation marks. Optional parameters must be set to an empty string when not defined.

An easy way to create an import file is to export an existing list of dispositions (see Export below) and modify it as may be necessary.

Export

This option exports dispositions in .CSV format. The exported file can be used as a template when defining dispositions externally and importing them into the system. For specification of the fields, see the description of the Import function.



Email

The logic of processing of an inbound email interaction is initially determined by the email address that was used by the email sender. In the simplest case, such email addresses can correspond to your email services (e.g., your sales@company-name.com and support@company-name.com may be associated with your Sales and Support services, respectively). In a more complex configuration, you may want to apply some keyword-based analysis of email texts to associated emails with appropriate services (e.g., an email coming to support@company-name.com can be further categorized into Smartphone Support and Tablet Support services based on the presence of the words phone and tablet in the text of email messages).

The logical entity that describes the association between email addresses and keywords on the one hand and email services, on the other hand, is called email scenario entry. Unlike the other types of scenario entries, the email entries do not currently refer to any actual scenarios. All information required for association of incoming emails with services in the current release is contained in the configuration settings of the email entries themselves.

Note that before you configure an email scenario entry, you should set up a corresponding email service. If you plan any keyword-based categorization, it may also be easier to define upfront all of the known services to which the emails arriving via this entry may be attributed. Once the email entry is set up according to your initial needs, you can add more services and update the categorization rules at any time.

Note: Bright Pattern Contact Center stores all processed emails for activity history, reporting, and quality management purposes. These storage practices may not coincide with the general email retention policies of your organization. For compliance with such general retention policies, we recommend that you always store copies of all emails received to and sent from the email addresses used for email scenario entries.

Email scenario entries are managed in the Contact Center Administrator application. To set up and manage email scenario entries, navigate to Configuration > Scenario Entries > Email.

Note: This option is visible and available to you only if the email management capability is enabled for your contact center at the service provider level.

If you have no email scenario entries set up, create them by clicking the "+" button. Once you have added an email scenario entry, screen properties will be visible on the right-hand pane of the screen.

Note: Email attachment limits are set by the service provider. By default, these limits are:


Scenario Entries > Email


Screen Properties

The screen properties for email scenario entries are organized into three tabs: Account, Services, and Case Fields. The settings for each tab are described as follows.


Account tab

Email address

Email address is the address that customers will use to send emails to a specific service or a range of services. This address will also appear in the From: field of corresponding email replies as well as any outbound emails related to services associated with this scenario entry. This parameter is mandatory.

Display name

Display name is the name that will be shown for the email address that customers will use to send emails to a specific service or a range of services (e.g., "Bright Pattern Support" is a display name for "support@brightpattern.com"). This parameter is mandatory.

Server type

Server type defines what protocols are used to send and retrieve email messages. The POP3/SMTP protocol is supported, as is the Microsoft Exchange Web Services protocol.

The pull-down menu provides two options: POP3/SMTP and Microsoft Exchange. The email settings that follow are dependent on the server type that you select.


POP3 and Microsoft Exchange server types are supported


Microsoft Exchange email retrieval and email sending is supported as of Bright Pattern Contact Center version 3.15. The protocol works for users who have on-premise Microsoft Exchange 2013 accounts with only the Exchange Web Services protocol available (i.e., for users who without POP3), as well as for users who plan to move to an Outlook365 managed service. The protocol works with Exchange 2013, Outlook.com, and Hotmail.com managed services.

POP3 Properties

Selecting server type POP3/SMTP will bring up the following properties for Incoming Mail and Outgoing Mail.

Incoming Mail

Email Incoming Mail properties


Server type

Server type is the type of server used for the transmission of email messages to the email address. It is read-only. The POP3 protocol is supported.

Host

Host is the name of the host where the server is run. This parameter is mandatory.

Connection security

Connection security provides indication of whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

Port

Port is the port assigned to the server on the host. This parameter is mandatory.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Retrieval interval

Retrieval interval is the mail retrieval period. By default, the account is checked for the presence of new mail every 15 seconds. Some POP3 mail servers may be configured to lock out accounts that access mailboxes at this rate due to excessive activity. If this is the case, use this Incoming Mail, Retrieval interval parameter to increase the retrieval period to any value between 15 and 86400 seconds.

Enabled

Enabled indicates whether the account is currently enabled. Accounts can be disabled manually or automatically, as described. Accounts can only be enabled manually.

After incoming emails have been retrieved for processing, Bright Pattern Contact Center normally deletes those emails from the mailbox. However, if the POP3 server is configured for read-only access, the emails will stay in the mailbox and will be retrieved repeatedly until the system runs out of disk space. To prevent this from happening, the system will automatically disable the email account if an attempt to delete incoming mail returns an error from the POP3 server.

If an account is disabled, you should check the Last error message. If the message indicates that the account has been disabled for the aforementioned reason, reconfigure your POP3 server for full access, and enable the account manually.

Last error

In case the account has been disabled automatically (see above), the Last error parameter displays the error message that caused the system to disable the account. This parameter is read-only.

Test

The Test button is used to verify the correctness of your connection settings.

Bulk delete received email

This button allows you to delete emails received by the system in bulk. Specifically, when the button is selected a window pops, which allows you to configure emails to be deleted that were received between a range of dates and hours for a selected time zone. Note that you must select the Delete button in the window in order to confirm the bulk deletion.

Note: This button is available to users with credentials for the Service Provider application only. That is, you must log in to the Contact Center Administrator application with your system credentials (e.g., sys:user_name).


Deletion of emails in bulk is reserved for service providers only


Outgoing Mail

Email Outgoing Mail settings


Server type

Server type defines what protocols are used to send and retrieve email messages. It is read-only. The SMTP protocol is supported.

Host

Host is the name of the host where the server is run. This parameter is mandatory.

Connection security

Connection security provides indication of whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

Port

Port is the port assigned to the server on the host. This parameter is mandatory.

Server requires authentication

Selecting the Server requires authentication checkbox forces the user to enter a username and password for email client authentication. If you do not select the checkbox, a username and password will not be necessary.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Test

The Test button is used to verify the correctness of your connection settings.


Microsoft Exchange Web Services Properties

Selecting server type Microsoft exchange will bring up the following properties for Incoming Mail and Outgoing Mail.

Note that Microsoft Exchange Web Services (EWS) consumes extra memory when processing email attachments. It will consume approximately 4 times the size of a single email attachment sent in a message. For example, if the single attachment is 15 MB, you will need an extra 60 MB allocated to the email service.


Microsoft Exchange Web Services settings


EWS URL

EWS URL is the Exchange Web Services URL from which the email will be retrieved.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Retrieval interval

Retrieval interval is the mail retrieval period. By default, the account is checked for the presence of new mail every 15 seconds. Some mail servers may be configured to lock out accounts that access mailboxes at this rate due to excessive activity. If this is the case, use this Incoming Mail, Retrieval interval parameter to increase the retrieval period to any value between 15 and 86400 seconds.

Enabled

Enabled indicates whether the account is currently enabled. Accounts can be disabled manually or automatically, as described. Accounts can only be enabled manually.

After incoming emails have been retrieved for processing, the emails will stay in the mailbox, will be marked as read, and will be retrieved repeatedly. The system will detect that the emails already exist in the database and will not create multiple copies in the database/disk. It is possible to delete emails from EWS by setting up retention rules directly on the exchange server. Note that deleting them from the system does not impact the emails on EWS, as they are marked as read and are still kept on EWS.

If an account is disabled, you should check the Last error message. If the message indicates that the account has been disabled, reconfigure your Microsoft Exchange Web Services server for full access, and enable the account manually.

Last error

In case the account has been disabled automatically (see above), the Last error parameter displays the error message that caused the system to disable the account. This parameter is read-only.

Bulk delete received email

This button allows you to delete emails received by the system in bulk. Specifically, when the button is selected a window pops, which allows you to configure emails to be deleted that were received between a range of dates and hours for a selected time zone. Note that you must select the Delete button in the window in order to confirm the bulk deletion.

Note: This button is available to users with credentials for the Service Provider application only. That is, you must log in to the Contact Center Administrator application with your system credentials (e.g., sys:user_name).


Deletion of emails in bulk is reserved for service providers only


Services tab

The Services tab presents settings related to email services.


Email > Services properties


Default service

Default service is the email service that will be associated with emails arriving via this entry if categorization rules are not set or do not provide any keyword matches. This parameter is mandatory.

Default priority

Default priority is the queueing priority that will be given to emails attributed to the default service. Priority determines the position of the email interaction requesting the default service in the queue, relative to email interactions associated with other services that are competing for the same agents.

The value range is from 1 (the lowest and the default value) to 100. Unlike other media types, the priority of email is absolute (i.e., an email with a higher priority always will be distributed to a qualified resource before emails with lower priority regardless of the time any of those emails spent in the queue).

Customer reply priority

Customer reply priority is the queuing priority of customer emails related to existing email threads.

The system automatically checks whether an incoming email may be part of an existing email thread (e.g., after receiving a reply to an original email request, the customer may have additional questions). Such emails bypass the keyword-based analysis. Instead, they are automatically attributed to the same service as the original request. This parameter allows you to distribute such emails with a higher priority than any new email requests.

For more information about email priority, see the description of the Default priority setting.

Ignore Reply-To Header

The Ignore Reply-To Header checkbox, when selected, allows the system to ignore the header in the reply-to field of an email. When this setting is checked, the behavior is as follows:

If this setting is unchecked, the behavior is as follows:

Set Language Skill Based on Detected Language

The Set Language Skill Based on Detected Language checkbox, when selected, allows the following:

Insert thread id in email subject

When disabled, the Insert thread id in email subject checkbox excludes the email case’s thread ID 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.

Note that if you disable this option, the thread ID will instead be inserted in one of the hidden fields in the email body. In this case, possible auto-replies (e.g., "out of the office" messages) may not always be processed correctly as part of the case. Therefore, if processing of auto-replies is important for your case workflow, you should keep this the thread ID in the email subject.

Optional Filters

Optional Filters is where you add the list of filters that will be used to assign emails arriving at the given email scenario entry to different services using keyword-based analysis of the email subjects and body text.

To add a filter, click add.

Filters are checked for possible keyword matches in the order in which they appear on the list. As soon as a match is found, the corresponding service and priority are assigned to the email interaction. Note that this order may be affected by the language setting of the filter. See the description of the Language setting for more details.

Newly created filters will appear at the end of the list. To change the position of a filter in the list, drag it to the desired location.

To edit or remove an existing filter, hover over it and select the desired function.

Language

The Language setting is where you select the language in which the keywords of the given filter will be written. This setting only matters if the filter’s keywords may have different meanings in different languages. Otherwise, leave this parameter set to the default value <Any>. The list of languages here is limited to the configured Language Skills that are auto-detectable.

Initially, the system will try to detect the language of the email text automatically. If the language is not identified, only the filters set to Any will be checked for keyword matches. If the language is identified, the system will first check the filters set to Any and then check the filters set to the detected language.

Keywords

Keywords are the keyword expressions that you specify. Each keyword/phrase in the expression must be set in quotation marks. Logical expressions can include logical operators AND, OR, XOR, NOT, and parentheses (e.g., “connection loss” AND (“router” OR “modem”)).

Service and Priority

The Service is the email service that will be associated with email interactions matching this filter.

The Priority is the priority that will be assigned to email interactions matching the filter. For more information about email priority, see the description of the Default priority setting.


Language, keywords, service, and priority can be configured all at once


Natural Language Understanding

Our contact center solution integrates with IBM Watson to provide Natural Language Understanding (NLU) functionality and sentiment analysis capabilities to your tenant on a per-service basis. To enable NLU for email scenario entries, select the applicable integration account from the Natural Language Understanding drop-down menu.

Integration account

The default integration account is < < None > >. If no integration accounts are listed, that means no integration accounts of the type "Natural Language Understanding" have been configured for your tenant. To add an integration account, see section Integration Accounts of the Contact Center Administrator Guide.

Salesforce.com synchronization

If your contact center is integrated with Salesforce.com (SFDC), emails from the Agent Desktop application can be synchronized with SFDC for routing and reporting. Emails from Agent Desktop link to SFDC Person Accounts, Contacts, and Accounts. Note that you may configure Screenpop URL to make synchronized SFDC cases pop in Agent Desktop.

With this setting enabled, the following happens for all incoming and outgoing email:

If neither a matching contact nor a matching user is found, the case is not created (i.e., only known addresses are synchronized); if the case is not created, neither the first nor subsequent messages are synchronized.

If the Screenpop URL setting is configured with a Salesforce URL, note the following:

Note that Bright Pattern and SFDC need to be integrated on both the server and client side. For more information on SFDC integration, see the Salesforce.com Integration Guide.

Integration account

The default integration account is < < None > >. If no integration accounts are listed, that means no integration accounts of the type "Salesforce.com" have been configured for your tenant. To add an integration account, see the the Contact Center Administrator Guide, section Integration Accounts.

Case Fields Tab

You may utilize custom case fields when configuring email to pull data from email subject line and body; these custom case fields then can be used in custom reporting fields.


Parse email Subject into case fields

To create case fields from the text in an email subject line, you will need to first configure a regex expression. Once this has been configured, name the configured expression in the case field field.


Regex expressions are used to create case fields from an email's sujbect line


Parse email Body into case fields

To create case fields from the text in an email body, enter in words or phrases your customers use at the beginning of sentences in the Line starting with field. Once configured, name the field in case field.


Words or phrases from the beginning of sentences may be used to create case fields




Email

The logic of processing of an inbound email interaction is initially determined by the email address that was used by the email sender. In the simplest case, such email addresses can correspond to your email services (e.g., your sales@company-name.com and support@company-name.com may be associated with your Sales and Support services, respectively). In a more complex configuration, you may want to apply some keyword-based analysis of email texts to associated emails with appropriate services (e.g., an email coming to support@company-name.com can be further categorized into Smartphone Support and Tablet Support services based on the presence of the words phone and tablet in the text of email messages).

The logical entity that describes the association between email addresses and keywords on the one hand and email services, on the other hand, is called email scenario entry. Unlike the other types of scenario entries, the email entries do not currently refer to any actual scenarios. All information required for association of incoming emails with services in the current release is contained in the configuration settings of the email entries themselves.

Note that before you configure an email scenario entry, you should set up a corresponding email service. If you plan any keyword-based categorization, it may also be easier to define upfront all of the known services to which the emails arriving via this entry may be attributed. Once the email entry is set up according to your initial needs, you can add more services and update the categorization rules at any time.

Note: Bright Pattern Contact Center stores all processed emails for activity history, reporting, and quality management purposes. These storage practices may not coincide with the general email retention policies of your organization. For compliance with such general retention policies, we recommend that you always store copies of all emails received to and sent from the email addresses used for email scenario entries.

Email scenario entries are managed in the Contact Center Administrator application. To set up and manage email scenario entries, navigate to Configuration > Scenario Entries > Email.

Note: This option is visible and available to you only if the email management capability is enabled for your contact center at the service provider level.

If you have no email scenario entries set up, create them by clicking the "+" button. Once you have added an email scenario entry, screen properties will be visible on the right-hand pane of the screen.

Note: Email attachment limits are set by the service provider. By default, these limits are:


Scenario Entries > Email


Screen Properties

The screen properties for email scenario entries are organized into three tabs: Account, Services, and Case Fields. The settings for each tab are described as follows.


Account tab

Email address

Email address is the address that customers will use to send emails to a specific service or a range of services. This address will also appear in the From: field of corresponding email replies as well as any outbound emails related to services associated with this scenario entry. This parameter is mandatory.

Display name

Display name is the name that will be shown for the email address that customers will use to send emails to a specific service or a range of services (e.g., "Bright Pattern Support" is a display name for "support@brightpattern.com"). This parameter is mandatory.

Server type

Server type defines what protocols are used to send and retrieve email messages. The POP3/SMTP protocol is supported, as is the Microsoft Exchange Web Services protocol.

The pull-down menu provides two options: POP3/SMTP and Microsoft Exchange. The email settings that follow are dependent on the server type that you select.


POP3 and Microsoft Exchange server types are supported


Microsoft Exchange email retrieval and email sending is supported as of Bright Pattern Contact Center version 3.15. The protocol works for users who have on-premise Microsoft Exchange 2013 accounts with only the Exchange Web Services protocol available (i.e., for users who without POP3), as well as for users who plan to move to an Outlook365 managed service. The protocol works with Exchange 2013, Outlook.com, and Hotmail.com managed services.

POP3 Properties

Selecting server type POP3/SMTP will bring up the following properties for Incoming Mail and Outgoing Mail.

Incoming Mail

Email Incoming Mail properties


Server type

Server type is the type of server used for the transmission of email messages to the email address. It is read-only. The POP3 protocol is supported.

Host

Host is the name of the host where the server is run. This parameter is mandatory.

Connection security

Connection security provides indication of whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

Port

Port is the port assigned to the server on the host. This parameter is mandatory.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Retrieval interval

Retrieval interval is the mail retrieval period. By default, the account is checked for the presence of new mail every 15 seconds. Some POP3 mail servers may be configured to lock out accounts that access mailboxes at this rate due to excessive activity. If this is the case, use this Incoming Mail, Retrieval interval parameter to increase the retrieval period to any value between 15 and 86400 seconds.

Enabled

Enabled indicates whether the account is currently enabled. Accounts can be disabled manually or automatically, as described. Accounts can only be enabled manually.

After incoming emails have been retrieved for processing, Bright Pattern Contact Center normally deletes those emails from the mailbox. However, if the POP3 server is configured for read-only access, the emails will stay in the mailbox and will be retrieved repeatedly until the system runs out of disk space. To prevent this from happening, the system will automatically disable the email account if an attempt to delete incoming mail returns an error from the POP3 server.

If an account is disabled, you should check the Last error message. If the message indicates that the account has been disabled for the aforementioned reason, reconfigure your POP3 server for full access, and enable the account manually.

Last error

In case the account has been disabled automatically (see above), the Last error parameter displays the error message that caused the system to disable the account. This parameter is read-only.

Test

The Test button is used to verify the correctness of your connection settings.

Bulk delete received email

This button allows you to delete emails received by the system in bulk. Specifically, when the button is selected a window pops, which allows you to configure emails to be deleted that were received between a range of dates and hours for a selected time zone. Note that you must select the Delete button in the window in order to confirm the bulk deletion.

Note: This button is available to users with credentials for the Service Provider application only. That is, you must log in to the Contact Center Administrator application with your system credentials (e.g., sys:user_name).


Deletion of emails in bulk is reserved for service providers only


Outgoing Mail

Email Outgoing Mail settings


Server type

Server type defines what protocols are used to send and retrieve email messages. It is read-only. The SMTP protocol is supported.

Host

Host is the name of the host where the server is run. This parameter is mandatory.

Connection security

Connection security provides indication of whether a cryptographic protocol (TLS or SSL) will be used to secure this connection.

Port

Port is the port assigned to the server on the host. This parameter is mandatory.

Server requires authentication

Selecting the Server requires authentication checkbox forces the user to enter a username and password for email client authentication. If you do not select the checkbox, a username and password will not be necessary.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Test

The Test button is used to verify the correctness of your connection settings.


Microsoft Exchange Web Services Properties

Selecting server type Microsoft exchange will bring up the following properties for Incoming Mail and Outgoing Mail.

Note that Microsoft Exchange Web Services (EWS) consumes extra memory when processing email attachments. It will consume approximately 4 times the size of a single email attachment sent in a message. For example, if the single attachment is 15 MB, you will need an extra 60 MB allocated to the email service.


Microsoft Exchange Web Services settings


EWS URL

EWS URL is the Exchange Web Services URL from which the email will be retrieved.

Username

Username is the username for email client authentication. This parameter is mandatory.

Password

Password is the password for email client authentication. This parameter is mandatory.

Retrieval interval

Retrieval interval is the mail retrieval period. By default, the account is checked for the presence of new mail every 15 seconds. Some mail servers may be configured to lock out accounts that access mailboxes at this rate due to excessive activity. If this is the case, use this Incoming Mail, Retrieval interval parameter to increase the retrieval period to any value between 15 and 86400 seconds.

Enabled

Enabled indicates whether the account is currently enabled. Accounts can be disabled manually or automatically, as described. Accounts can only be enabled manually.

After incoming emails have been retrieved for processing, the emails will stay in the mailbox, will be marked as read, and will be retrieved repeatedly. The system will detect that the emails already exist in the database and will not create multiple copies in the database/disk. It is possible to delete emails from EWS by setting up retention rules directly on the exchange server. Note that deleting them from the system does not impact the emails on EWS, as they are marked as read and are still kept on EWS.

If an account is disabled, you should check the Last error message. If the message indicates that the account has been disabled, reconfigure your Microsoft Exchange Web Services server for full access, and enable the account manually.

Last error

In case the account has been disabled automatically (see above), the Last error parameter displays the error message that caused the system to disable the account. This parameter is read-only.

Bulk delete received email

This button allows you to delete emails received by the system in bulk. Specifically, when the button is selected a window pops, which allows you to configure emails to be deleted that were received between a range of dates and hours for a selected time zone. Note that you must select the Delete button in the window in order to confirm the bulk deletion.

Note: This button is available to users with credentials for the Service Provider application only. That is, you must log in to the Contact Center Administrator application with your system credentials (e.g., sys:user_name).


Deletion of emails in bulk is reserved for service providers only


Services tab

The Services tab presents settings related to email services.


Email > Services properties


Default service

Default service is the email service that will be associated with emails arriving via this entry if categorization rules are not set or do not provide any keyword matches. This parameter is mandatory.

Default priority

Default priority is the queueing priority that will be given to emails attributed to the default service. Priority determines the position of the email interaction requesting the default service in the queue, relative to email interactions associated with other services that are competing for the same agents.

The value range is from 1 (the lowest and the default value) to 100. Unlike other media types, the priority of email is absolute (i.e., an email with a higher priority always will be distributed to a qualified resource before emails with lower priority regardless of the time any of those emails spent in the queue).

Customer reply priority

Customer reply priority is the queuing priority of customer emails related to existing email threads.

The system automatically checks whether an incoming email may be part of an existing email thread (e.g., after receiving a reply to an original email request, the customer may have additional questions). Such emails bypass the keyword-based analysis. Instead, they are automatically attributed to the same service as the original request. This parameter allows you to distribute such emails with a higher priority than any new email requests.

For more information about email priority, see the description of the Default priority setting.

Ignore Reply-To Header

The Ignore Reply-To Header checkbox, when selected, allows the system to ignore the header in the reply-to field of an email. When this setting is checked, the behavior is as follows:

If this setting is unchecked, the behavior is as follows:

Set Language Skill Based on Detected Language

The Set Language Skill Based on Detected Language checkbox, when selected, allows the following:

Insert thread id in email subject

When disabled, the Insert thread id in email subject checkbox excludes the email case’s thread ID 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.

Note that if you disable this option, the thread ID will instead be inserted in one of the hidden fields in the email body. In this case, possible auto-replies (e.g., "out of the office" messages) may not always be processed correctly as part of the case. Therefore, if processing of auto-replies is important for your case workflow, you should keep this the thread ID in the email subject.

Optional Filters

Optional Filters is where you add the list of filters that will be used to assign emails arriving at the given email scenario entry to different services using keyword-based analysis of the email subjects and body text.

To add a filter, click add.

Filters are checked for possible keyword matches in the order in which they appear on the list. As soon as a match is found, the corresponding service and priority are assigned to the email interaction. Note that this order may be affected by the language setting of the filter. See the description of the Language setting for more details.

Newly created filters will appear at the end of the list. To change the position of a filter in the list, drag it to the desired location.

To edit or remove an existing filter, hover over it and select the desired function.

Language

The Language setting is where you select the language in which the keywords of the given filter will be written. This setting only matters if the filter’s keywords may have different meanings in different languages. Otherwise, leave this parameter set to the default value <Any>. The list of languages here is limited to the configured Language Skills that are auto-detectable.

Initially, the system will try to detect the language of the email text automatically. If the language is not identified, only the filters set to Any will be checked for keyword matches. If the language is identified, the system will first check the filters set to Any and then check the filters set to the detected language.

Keywords

Keywords are the keyword expressions that you specify. Each keyword/phrase in the expression must be set in quotation marks. Logical expressions can include logical operators AND, OR, XOR, NOT, and parentheses (e.g., “connection loss” AND (“router” OR “modem”)).

Service and Priority

The Service is the email service that will be associated with email interactions matching this filter.

The Priority is the priority that will be assigned to email interactions matching the filter. For more information about email priority, see the description of the Default priority setting.


Language, keywords, service, and priority can be configured all at once


Natural Language Understanding

Our contact center solution integrates with IBM Watson to provide Natural Language Understanding (NLU) functionality and sentiment analysis capabilities to your tenant on a per-service basis. To enable NLU for email scenario entries, select the applicable integration account from the Natural Language Understanding drop-down menu.

Integration account

The default integration account is < < None > >. If no integration accounts are listed, that means no integration accounts of the type "Natural Language Understanding" have been configured for your tenant. To add an integration account, see section Integration Accounts of the Contact Center Administrator Guide.

Salesforce.com synchronization

If your contact center is integrated with Salesforce.com (SFDC), emails from the Agent Desktop application can be synchronized with SFDC for routing and reporting. Emails from Agent Desktop link to SFDC Person Accounts, Contacts, and Accounts. Note that you may configure Screenpop URL to make synchronized SFDC cases pop in Agent Desktop.

With this setting enabled, the following happens for all incoming and outgoing email:

If neither a matching contact nor a matching user is found, the case is not created (i.e., only known addresses are synchronized); if the case is not created, neither the first nor subsequent messages are synchronized.

If the Screenpop URL setting is configured with a Salesforce URL, note the following:

Note that Bright Pattern and SFDC need to be integrated on both the server and client side. For more information on SFDC integration, see the Salesforce.com Integration Guide.

Integration account

The default integration account is < < None > >. If no integration accounts are listed, that means no integration accounts of the type "Salesforce.com" have been configured for your tenant. To add an integration account, see the the Contact Center Administrator Guide, section Integration Accounts.

Case Fields Tab

You may utilize custom case fields when configuring email to pull data from email subject line and body; these custom case fields then can be used in custom reporting fields.


Parse email Subject into case fields

To create case fields from the text in an email subject line, you will need to first configure a regex expression. Once this has been configured, name the configured expression in the case field field.


Regex expressions are used to create case fields from an email's sujbect line


Parse email Body into case fields

To create case fields from the text in an email body, enter in words or phrases your customers use at the beginning of sentences in the Line starting with field. Once configured, name the field in case field.


Words or phrases from the beginning of sentences may be used to create case fields




Dispositions Tab

Dispositions are used to specify the result of an interaction attempt. For example, a disposition may indicate that the requested service was provided, or it might suggest a specific reason why it was not provided. Dispositions are stored in the interaction records and campaign results. They can be used in custom queries and reports for evaluation of service efficiency.

Note: The Dispositions tab is displayed only if the Use dispositions option is selected on the Properties tab.

In outbound campaigns, dispositions are also used to determine subsequent processing of calling records depending on the outcome of each call attempt. See section Outbound - Dial Rules for more information. In outbound campaigns, some of the dispositions can be applied to entire calling records and some others to individual call attempts.

For outbound campaigns of preview type, dispositions are also usually defined for preview records. In such campaigns, agents receive calling records from the system and preview them before making the corresponding outbound calls. During the preview, they may decide to discard some records without dialing. Dispositions, in this case, can indicate the reason (e.g., incomplete data).

For blended services, inbound dispositions are processed within the context of the campaign that is part of the same service. For example, if a customer misses your campaign call and then calls back using the campaign's caller ID and buys the product you have been offering within the campaign, the disposition of that inbound call should normally prevent subsequent attempts to call this customer within the same campaign. Therefore, for blended services it is important that the


If the reason for a failed interaction attempt can be recognized automatically, the corresponding disposition can be provided by the system. Dispositions that are specified manually will be displayed by the Agent Desktop and can be selected by the agent at any time during interaction handling, including the after-call work. Dispositions can also be set by a scenario.


How the Dispositions tab looks for an email service


Screen Properties

Show dispositions for

This option is displayed only for outbound and blended voice services. To review and edit dispositions for inbound calls and list records, select inbound. To review and edit dispositions for outbound calls and list records, select outbound. To review and edit dispositions for preview records, select preview record.

List of dispositions

All dispositions configured for this service are displayed in this section; individual dispositions are organized into folders. For each interaction type, the system provides a pre-defined set of dispositions. You can edit such predefined dispositions, remove some of them, define new ones, and arrange them in your own folders. The purpose of each predefined disposition is explained in the Description field, which you will see when you click a disposition once.

Even though the system provides a predefined set of dispositions for each new service, you can still control whether these dispositions will or will not be made available to agents for selection when they handle interactions associated with the given service. Furthermore, you can control whether the use of dispositions is mandatory or optional. For more information, see the description of settings Use dispositions and Require dispositions in the Services and Campaigns - Properties tab.

For the services that comprise different types of interactions (inbound, outbound, preview records), the list will display only the dispositions corresponding to the interaction type selected via the Show dispositions for option.

To modify or delete existing dispositions or folders, hover over their names. Note that most of the dispositions in the Connection Problem and System folders can be only modified, but not deleted, because they are used in the built-in dial rules (e.g., automatic rescheduling of unsuccessful campaign calls).

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to this property, we recommend that all affected logged-in agents refresh their browser page.

Dispositions properties editor

To create a disposition in an existing folder, click add in the desired folder; this will open the dispositions properties editor, allowing you to configure the following. To edit a disposition, hover over the disposition and click the edit Edit-Disposition-Button-53.PNG icon. To delete a disposition, hover over the disposition and click the delete Delete-Disposition-Button-53.PNG icon.


Dispositions properties editor for a voice service


Name

This field is where you specify the disposition’s name. Note that this field is mandatory and must be unique within the given interaction type within the service.

Description

This optional field allows you to provide a free-text description of the disposition.

Agent can select

By default, dispositions that you define will be made available to agents for selection during interaction handling. If you do not want the given disposition to be shown to agents (e.g., you intend to use this disposition in scenarios only), unselect the Agent can select checkbox. Note that dispositions unavailable to agents appear in the disposition list in italic.

Show in toolbar in team queue

This option, available for email services only, allows you to configure an icon for the disposition, which is displayed as a button in the team queue and personal queue toolbar when an email's corresponding checkbox is selected. This button allows agents to apply a disposition to an email without opening it, thus removing it from the queue. Note that when configuring this option, you must select a corresponding toolbar icon. Note that these buttons will not appear unless an an email's corresponding checkbox is selected.

Buttons mapped to either the Final disposition or Spam disposition apply the Resolved status to all selected emails. Buttons mapped to the Nonfinal disposition do not apply a different status to the selected emails (i.e., all selected emails will retain the New status). On this note, it is recommended that buttons are mapped to dispositions of the Final type to prevent important emails from accidentally being removed from the queue.

Toolbar icon

When the Show in toolbar in team queue option is selected, the toolbar icon option appears; this setting lets you map an icon to a disposition that will be displayed as a button in Agent Desktop's team queue and personal queue. To map the icon to the disposition, select the search Dispositions-Toolbar-Search-Icon-53.PNG icon or click icon search to access the drop-down list of toolbar icons.


Select an icon to add to your team queue's toolbar


Type

Type is a disposition category that executes specific actions when applied to an interaction; available types vary per service. The following is a list of all disposition types. Note: Dispositions considered final (i.e., ones that complete records or cases) are editable by those with the privilege Can update final dispositions only.

Success (completes record or case)

Success is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case.

Final (completes record or case)

Final is for dispositions indicating successful interaction processing (e.g., the customer has accepted the offer) or closure of a case; this type is available for email services only.

Failure (completes record)

Failure is for dispositions indicating unsuccessful interaction processing without subsequent attempts (e.g., the customer has rejected the offer); this type is available for voice services only.

Do not Call (completes record)

Do not Call is for dispositions indicating that the customer has requested not to be contacted again for the given reason; this type is available for voice services only.

Continue

Continue is for dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has asked to be called again at another time) or expected continued processing of a case; by default, any new disposition of this type is associated with action Reschedule (24h); for more information, see section Outbound - Dial Rules.

Nonfinal

For dispositions indicating unsuccessful interaction processing with possible subsequent attempts (e.g., the customer has requested to be contacted at another time) or expected continued processing of a case; this type is available for email services only.

Spam

For dispositions indicating an immediate closure of an email case because the incoming message was spam

For services that comprise different types of interactions (inbound, outbound, preview records), you can also specify if the disposition you define for one interaction type shall be available for interactions of other types within the same service. Select such desired additional interaction types via the Scope option.

Code

If, in addition to the disposition name, you would like to use a numeric code (integer), specify it in the Code field. Disposition codes are optional, and when defined, will appear in campaign results along with disposition names. Codes can also be used instead of disposition names when setting dispositions in scenarios.

There are no predefined disposition codes because you can assign any string to be a disposition code. A disposition code can contain up to nine digits; any characters are allowed. Note that the system does not check uniqueness of disposition codes.

Add folder

The add folder option allows you to create a new folder for dispositions. To add a new folder, click add folder, specify the folder name, then add the desired dispositions.

Import

The Import option imports dispositions and allows you to define dispositions externally and import them in the .CSV format. For each disposition, the following fields must be defined in the specified order:

Each value must be enclosed in the quotation marks. Optional parameters must be set to an empty string when not defined.

An easy way to create an import file is to export an existing list of dispositions (see Export below) and modify it as may be necessary.

Export

This option exports dispositions in .CSV format. The exported file can be used as a template when defining dispositions externally and importing them into the system. For specification of the fields, see the description of the Import function.



Search & Preview Records Interface

Search & Preview Records (formerly known as Contacts) is where cases and contact records are located, as well as a search bar that allows you sort through them quickly and easily. The following is an overview of what you will see in this section of Agent Desktop.

Note: The Bulk Export/Import Contacts feature available in this section prior to release 5.3.2 was removed and added to the Contact Center Administrator application, section Contact Import & Export.

Main Page

The main page of Search & Preview Records comprises the three features of the section: the search bar, contacts, and cases. Below these features, you will see your saved contacts, which can be accessed by highlighting a record and clicking the Open Open-Contact-53.PNG button or double-clicking on the record. Additionally, you may add a contact by clicking the Create Create-Contact-53.PNG button or remove a contact by clicking the Delete Delete-Contact-53.PNG button.


Search & Preview Records main screen


Search Bar

Located at the top of the section, the search bar allows you to search through cases and contact records; it is accessible whether you are on the main page, looking in a contact record, or at cases. For more information about the types of searches you can conduct, see Advanced Search.


Search bar


Contacts

The Contacts section is where contact records are located. Contact records are the entries in your contact center's database containing customer information. When you open a contact record, you can view the contact's interaction history with your contact center as well as any saved personal data. This information is organized and separated by tabs.

Contact records contain the following buttons, which are accessible from any contact record tab:

Details Tab

When a contact record is opened, the Details tab is the default view; it is where the contact's personal information is stored. Note that the types of information stored here will vary per contact center.

If your contact center is integrated with an external database (e.g., NextCaller), it is possible to merge matching customer contact information by clicking the Augment Augment-Contact-Button-Details-Tab-53.PNG button. Note the setting that allows augmentation must be configured by your administrator in order to work. For more information, see How to Add to an Existing Contact.


Details tab


Activities Tab

The Activities tab displays all activities that happened in your contact center related to a given contact; logged activities display information such as the time an activity occurred, what agent was involved, any disposition, as well as subject and/or notes. For more information, see Activities.


Activities tab


Pending Tab

The Pending tab displays any cases that have not been assigned the Resolved or Closed states. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about case states, see Case State. For more information about the link button, see Link button.


Pending tab


Cases Tab

The Cases tab displays cases that have been created for the contact. Additionally, it is possible to select the link button in order to copy and paste a link to the case (i.e., in the Case area and not the Contact area). For more information about cases, see Cases, Email, and Threads. For more information about the link button, see Link button.


Cases tab


Cases

All cases


Cases are instances of customer service that are created to track all communications related to a specific customer request. Cases can be created manually in your contact center or automatically if they arrive there as email. Note that not all interactions that happen in your contact center will be considered cases; however, if an interaction has been made a case, it can be found here. For more information about cases, see Cases, Email, and Threads. The Cases interface contains the following buttons and filters.

Spam button

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

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases. Note that this button is available for supervisors only.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that the case link button can be found in the Contact's Pending tab and Cases tab.

Note that links may be pasted into your web browser's search bar, into the search bar, or the Contact Search AD-Contact-Search-Top-53.PNG shortcut found at the top of the screen to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]://YourCompany.brightpattern.com/agentdesktop/case/id/5ca2f3eed04fd756afcca6c6). For more information regarding how to manually alter this link, see Using URL Variations to Access Case and Contact Information.

Create a follow-up case button

The Create a follow-up case Create-Follow-Up-Case-Button-53.PNG button is available for cases with a Closed state only. Clicking this button allows you to create a new case. For more information, see How to Send a Follow-Up Outbound Email.

Case Filters

The following filters are available for cases.

Case State

The Case State filter allows you to sort cases per assigned State. For more information, see For more information, see Case State.


Case State filter


Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. For more information, see My Cases Interface.





Survey Forms

Survey forms are designed to be sent to your customers via email after interactions are completed. Email interactions are not dictated by scenario, so while it is not possible to utilize the interactive survey features associated with chat or voice scenarios, survey forms provide you an opportunity to request satisfaction input.

Survey forms are created and edited in the Survey Form Editor application and can be distributed by post-transaction workflows. Additionally, a single survey form may be configured in any number of languages you need. For more information, see the configuration example.

Note: This feature is enabled per contact center. For more information, contact your service provider.


Quality Management > Survey Forms configuration


Working with Survey Forms

To create or edit a survey form, navigate to Quality Management in the root menu and select the Survey Forms option. The list in the left pane will list the existing forms. For general information about creating forms, see our configuration example.

How to Add a Form

  1. Click the Add new form Create-New-Form-53.PNG button.
  2. In the Survey Form Editor application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Edit a Form

  1. Select a form in the list of forms that appears.
  2. Click the Edit Edit-Form-53.PNG button.
  3. In the Survey Form Editor application that opens, customize the form by dragging controls onto the form canvas and editing their properties.

How to Delete a Form

  1. In the list of forms that appears, select the form you wish to remove.
  2. Click the Delete Delete-Form-53.PNG button.

How to Clone a Form

  1. In the list of forms that appears, select the form you wish to duplicate.
  2. Click the Clone form Clone-Form-53.PNG button.
  3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".

How to Import a Form

  1. Click the Import form Import-Form-53.PNG button.
  2. In the dialog that appears, enter the name of the form you wish to import, browse for the file, and click Upload.
  3. The imported form will appear in the list.

How to Export a Form

  1. In the list of forms that appears, select the form you wish to export.
  2. Click the Export form Export-Form-53.PNG button.
  3. The form will be downloaded immediately.

Properties

The following is a list of editable properties for Survey Forms. To accept changes made to the properties, click the Apply QM-Survey-Forms-Properties-Apply-53.PNG button. To cancel changes before they have been applied, click the Reset QM-Survey-Forms-Properties-Reset-53.PNG button.


Survey Forms Properties tab


Name

Name is the name of your survey form. Note that your survey name can be changed in the Survey Form Editor.

Select Preview Language

The Select Preview Language drop-down menu allows you to preview a form in the any of the languages the form was configured in.



Activity

Bright Pattern Contact Center enables your contact center to define data forms for interaction handling. If a form is defined for a particular service, it will be displayed by the Agent Desktop application when a corresponding interaction is distributed to the agent. Activity forms can be prefilled with data from third-party databases (via scenarios) and from calling lists.

Activity forms associated with outbound campaigns can also be used for new data entry during active interaction handling and/or after-call work (ACW). Filled-out forms can be transferred between agents working on the same interactions. The data collected via editable forms can be stored as part of the campaign results and is available for off-line processing.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to activity forms, we recommend that all affected logged-in agents refresh their browser page.


Forms > Activity


Working with Activity Forms

To create or edit an activity form, navigate to Forms in the root menu and select the Activity option. The list in the left pane will list the existing forms.

For more information about creating forms, see the Form Builder Reference Guide.


Use these buttons to add, edit, delete, import, and export forms


How to Add a Form

  1. Click the Add new form (+) button.
  2. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.


How to Edit a Form

  1. Select a form in the list of forms that appears.
  2. Click the Edit CCA-Form-Edit-Button-51.png button.
  3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.


How to Delete a Form

  1. In the list of forms that appears, select the form you wish to remove.
  2. Click the Delete button (X).


How to Clone a Form

  1. In the list of forms that appears, select the form you wish to duplicate.
  2. Click the Clone form CCA-Form-Clone-Button-51.png button.
  3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".


How to Import a Form

  1. Click the Import form CCA-Form-Import-Button-51.png button.
  2. In the dialog that appears, enter the name of the form you wish to import, browse for the file, and click Upload.
  3. The imported form will appear in the list.


How to Export a Form

  1. In the list of forms that appears, select the form you wish to export.
  2. Click the Export form CCA-Form-Export-Button-51.png button.
  3. The form will be downloaded immediately.


Properties

Activity form properties are edited in the Properties tab.


Activity form Properties tab


Name

Name is the unique name given to this activity form.

Default form for preview outbound

The Default form for preview outbound checkbox is selected when this activity form is to be used as default for preview outbound campaigns.

Search grid columns

Search grid columns allows you to designate specific form fields as searchable within a screenpop activity form in Agent Desktop. With this setting, it is possible to have calling list columns shown as search results. In order to make calling list columns searchable, you must make calling list columns searchable when importing a list. Additionally, you must map the form field to the calling list column in section Services & Campaigns > Activities tab. For more information, see the Form Builder Reference Guide, section How to Display Searchable Call List Columns in Activity Forms.

To add a form field, click add. In the dialog window that opens, select the Field and Sorting options to be placed on the form. The Field options displayed are the labels (i.e., names) of the various controls used in your created form. The Sorting options allow you to customize the display of searched grid columns; the options include the following:


Adding fields and sorting options to the activity form


Used in...

The Used in... tab displays the services that use the selected activity form. This area is where you associate a form with a campaign or service.


Used in... tab



Activity History Forms

Activity History forms are used to pull specific 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. This information is accessible in Agent Desktop, section Search & Preview Records.

Activity History forms are configured by service type (i.e., voice, chat, email) and may contain custom fields, including custom Activity History fields. You can configure multiple Activity History forms, and forms can be set as either default or service-specific. Note: In Agent Desktop, Activity History forms are always read only (i.e., they are never editable).

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

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making any changes to activity history forms, we recommend that all affected logged-in agents refresh their browser page.


How an Activity History form containing a custom Activity History field looks in Agent Desktop


Working with Activity History Forms

To create or edit an Activity History form, navigate to Forms in the root menu and select the Activity History option. The list in the left pane will list the existing forms. For general information about creating forms, see the Form Builder Reference Guide.


Activity History form settings


How to Add a Form

  1. Click the Add new form Create-New-Form-53.PNG button.
  2. The Create Contact Form window will pop and you will select the appropriate service type (i.e., chat, email, or voice).
  3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.


New forms are configured per service type


How to Edit a Form

  1. Select a form in the list of forms that appears.
  2. Click the Edit Edit-Form-53.PNG button.
  3. In the Form Builder application that opens, customize the form by dragging controls onto the form canvas and editing their properties.


How to Delete a Form

  1. In the list of forms that appears, select the form you wish to remove.
  2. Click the Delete Delete-Form-53.PNG button.


How to Clone a Form

  1. In the list of forms that appears, select the form you wish to duplicate.
  2. Click the Clone form Clone-Form-53.PNG button.
  3. The duplicated form will appear in the list with name "Clone of <Name of Original Form>".


How to Import a Form

  1. Click the Import form Import-Form-53.PNG button.
  2. In the dialog that appears, enter the name of the form you wish to import, browse for the file, and click Upload.
  3. The imported form will appear in the list.


How to Export a Form

  1. In the list of forms that appears, select the form you wish to export.
  2. Click the Export form Export-Form-53.PNG button.
  3. The form will be downloaded immediately.


Properties Tab

The Activity History form properties are described as follows.


Properties tab


Name

Name is the name of the selected form. You can change the name of a form either here or in the Form Builder application.

Type

Type is the type of service associated with the form (i.e., chat, email, or voice).

Default form if a service has no activity history form

When selected, this checkbox allows you to specify an Activity History form as a default for a given service.

Service

Click add to assign the configured form to a specific, configured service.



Dynamic UI Overview

In the Dynamic Layout Editor view, the Form Builder user interface is divided into the following areas:

To define a new UI element for your form, select the corresponding control from the control palette, drag it to the desired location on the canvas, and specify its properties in the properties editor.


Form Builder UI


Form Settings

You can change the overall look of the form (i.e., label width, padding, margins, background color, etc.) by clicking the Form-Wide Settings Form-Wide-Settings-Icon-50.PNG icon at the top of Form Builder.


Form-Wide Settings


Upon clicking on the Form-Wide Settings Form-Wide-Settings-Icon-50.PNG icon, a properties dialog will open. There, you can edit the following settings:

Pages

Form Builder allows you to create and edit multi-page forms. You can quickly add pages, remove pages, and browse all available pages using the thumbnail previews on the left-hand side of the UI.

The thumbnail column (and all the thumbnails within it) can be resized by holding and clicking on the vertical bar that divides the thumbnails and the Control Palette.

How to Add or Remove Pages

By default, each form begins with one page called "Main Page." To add a new page, hover your cursor over the Main Page thumbnail or any other available page thumbnail and click +.

Similarly, you may remove a page from the form by clicking x. Note that the last page of a form cannot be removed.


Add or remove a page


How to Edit Page Names

Once you have added a page to your form, you are free to edit the name of that page.

  1. Select the page thumbnail.
  2. In the Title bar of the UI, hover your cursor over the current page name (e.g., "New Page") and click the Pencil icon.

    Click the Pencil icon to edit the page name


  3. In the Page Name dialog that appears, enter the desired page name and click OK.

    Give your page a new name


  4. The new page name appears on the form page and its thumbnail preview.

    Renamed form page

Control Palette

The Control Palette lists each available type of control (previously called "form components") and each one has its own configuration attributes that specify the function performed by the control.


Form controls


System Controls

System Controls are controls that can be present only once on each page of the form. When dragging a system control a second time, the current location is highlighted, and after dropping the new control, you will be asked, “Would you like to move the XXX control? [Move] [Cancel].”

Section is a system control that is always shown in the first position on the Control Palette list. The Section system control allows you to define the number of sections that appear on the form. To add or remove sections, select the checkbox beside each available column space in the section control bar (see the gray bar with the [=] symbol). The checkboxes appear upon mouse-over.


Add or remove sections using the form section bar


Other Control Types

All other controls can be placed on a form any number of times. It is forbidden to create controls with the same name on the same page of the form (an error dialog appears when applying property dialog or moving away from a docked property sheet). Controls with the same name on different pages must have the same type, in order to show the same field on different pages.

Controls that can be present in multiple instances include the following:

When added, these controls will show all instances of the field associated with an object.




How to Configure Activity Forms

Activity forms are forms that agents interact with directly in Agent Desktop and can be used for a wide variety of purposes; however, the main purpose of activity forms is to collect information during interactions. Note that activity forms are used to collect and pass information to Activity History forms.

This article will show you the steps necessary for configuring activity forms in the Contact Center Administrator application and Form Builder application.


Activity form configuration in the Contact Center Administrator application


Prerequisites

Activity form fields can be mapped to custom fields for contact, company, and Activity History. In order to do this, you must configure these custom fields first. For more information, see the Contact Center Administrator Guide, section Custom Fields.

Procedure

Step 1: Configure an Activity Form in the Contact Center Administrator Application

Beginning in the Contact Center Administrator application, section Forms > Activity. Click the Add new form Create-New-Form-53.PNG button, which launches the Form Builder application.

Step 2: Create Your Form in the Form Builder Application

In the Form Builder application, begin adding the types of fields you want your agents to see and interact with. Note that the fields can be interactive or static (i.e., you can configure a field be editable or not).


Configuring an activity form


When configuring your form, you may choose to map custom field values to your form fields. Mapping custom field values to form fields allows data entered in the form fields to be passed to other forms and reports.

To map custom field values, when editing the a field's properties, select the data field Data-Field-Button-53.PNG button. This will pop a window with the data fields you can map to a given form field.


Mapping a form field to a custom Activity History field


When you are all finished, click the Save Activity-Form-Save-Button-53.PNG button and you will be prompted to name your form.


Step 2a: Add Pages to Your Form

Activity forms can be as detailed or concise as you need them to be. If the former is true, you can add pages to your form using the new page Activity-Form-Add-Page-53.PNG button, located in the pages palette. Adding pages will change the default page name if you have named it. That is, pages name will read "Page 2", "Page 3," and so forth, instead of "New Page".

Additionally, you may clone pages using the clone page Activity-Form-Clone-Button-53.PNG button. Clicking this button creates a new page titled "Clone of <page name>" and all controls are copied from the cloning page.


You may clone or add pages to your form


Step 3: Connect Your Form to a Service

When you are finished building your form, you will need to connect it to a configured service. To do this, return to the Contact Center Administrator application, section Services & Campaigns > Activity tab. From the setting Enable screenpop activity form, you will select the name of the activity form you created.


The Activity tab of the service related to the form must be configured


From the Activity tab, you may configure additional settings, such as whether you want Knowledge Base articles to be displayed when the form is popped, whether you want the activity form to be displayed before or after webpop, and so forth.

When you are finished connecting the activity form to the service, you can return to section Forms > Activity > Used in ... and see the name of the service(s) associated with the form.


Verify your form is connected to the service by looking in the Used in ... tab

Your Form in Action

After you are finished connecting your activity form to your service, you will want to ensure it is working in Agent Desktop. In the following image, you can see how a popped activity form looks to agents.


An activity form when popped in Agent Desktop





Purpose

The Microsoft Dynamics 365 Integration Guide provides detailed instructions for setting up your Bright Pattern Contact Center solution to function in an integrated manner with your Microsoft Dynamics 365 applications.

Microsoft Dynamics 365 is a cloud customer relationship management (CRM) solution running on Microsoft Azure. Dynamics 365 uses a suite of business applications connected through a common Microsoft cloud platform to provide insights into a business’s customers, interactions, and operations.

Through integration, you can access and use Dynamics 365 data in your Bright Pattern Contact Center operations, providing comprehensive customer service to your existing contacts. Our integration enables you to embed Bright Pattern’s Agent Desktop widget into your Dynamics 365 environment to get full call and chat capability in your CRM operations. In addition, integration allows contact center users, such as supervisors, to use Dynamics 365 data in contact center operations via a separate, pop-out Agent Desktop.

Using Bright Pattern, you can engage with Dynamics 365 customers on their channel of choice, whether it’s voice, web chat, email, video, SMS, or social messaging, while gaining insights on customer behavior and tracking all interactions in context in activity history.


Example of incoming call via Agent Desktop widget embedded on Microsoft Dynamics 365 page






Bot / Chat Suggestions Engine Integration

Bot/chat suggestions engine integration accounts allow you to use third-party bots to automate chat conversations, provide self-service options, intelligently route customers to agents, and provide meaningful suggestions to an agent during active chat sessions.

This version of Bright Pattern Contact Center supports the following types of bot/chat integration: AWS Lex and Watson Assistant.

See How to Add a Bot/Chat Suggestions Engine Integration Account.


AWS Lex Properties

After you add an AWS Lex account, the Properties dialog will appear. In Properties, you enter the credentials of your Lex bot instance. This allows Bright Pattern to access your bot and use it in chat interactions.

For more information, see Tutorials for Admins, section Set up an AWS Lex Integration Account.


AWS Lex bot/chat suggestions engine integration account properties


Name

The unique name of this integration account (any). Because you can have multiple integration accounts of the same type, it is helpful to have a descriptive, memorable name.

Type

By default, the type is “AWS Lex” because you selected this type when adding the account.

User ID

Your AWS Account ID. Find it in AWS by going to My Account > Account Settings

Bot name

The bot name (e.g., “TripBooker”); note this may be different than an alias name. Find it in Amazon Lex > Bots (select the name of your bot) > Settings

Bot alias

The alias name (if any); you can add an alias now if you haven’t already

Access key

The access key ID (e.g., AKIAIOSFODNN7EXAMPLE).

You need to set up access key for AWS Identity and Access Management (IAM) service to get this. See Managing Access Keys for IAM Users and AWS Management Console.

Secret key

The secret access key (e.g., wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY)

Region

The region for your bot instance (e.g., “US West (Oregon)”)

Max API calls per day

The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond what is included in a free account.


Watson Assistant Properties

After you add a Watson Assistant account, the Properties dialog will appear. In Properties, you enter the credentials of your Watson Assistant bot instance. This allows Bright Pattern to access your bot and use it in chat interactions.

For more information, see Tutorials for Admins, section Set up a Watson Assistant Integration Account.


Watson Assistant bot/chat suggestions engine integration account properties


Name

The unique name of this integration account (any).

Type

By default, the type is “Watson Assistant” because you selected this type when adding the account.

Url

The endpoint of your Watson Assistant Skill in the following format: <Legacy v1 Workspace URL>?version=2017-05-26

For example:

https://gateway.watsonplatform.net/assistant/api/v1/workspaces/12a3ab45-b12b-1234-12a3-12d34aebe56c/message?version=2017-05-26

  1. You can find the URL by going to Skills > your skill > Options > View API Details.

    IBM> Watson Skill > Options > View API Details


  2. From the Skill Details page that opens, copy the Legacy v1 Workspace URL.

    Copy your Legacy v1 Workspace URL


  3. Then append ?version 2017-05-26 to the end of the URL. For example:

    https://gateway.watsonplatform.net/assistant/api/v1/workspaces/46a4ab18-b13b-4306-83a0-57d83aebe56c/message?version=2017-05-26

Why do this?

Our integration accounts support requests to the V1 runtime API using the /message method, where user input is sent to Watson Assistant to get a response. We also support requests to the V2 runtime API using the /message method.

API requests require a version parameter that takes a date in the format version=YYYY-MM-DD. Our integration uses /message version=2017-05-26. Note that although the date of this version may not match the current version specified by IBM Cloud, this is the correct version to use for our integration because it is compatible with Bright Pattern applications.

When the version parameter is appended to the end of the URL property, the proper version will accompany every API request, every time the integrated Watson Assistant is used in Bright Pattern chat services.

Workspace ID

The identifying number (string) of your Watson Assistant (Conversation) Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.

  1. To find this ID, go to Skills > your skill > Options > View API Details.

    IBM> Watson Skill > Options > View API Details


  2. From the Skill Details page that opens, copy the Workspace ID.

    Copy your workspace ID


API Key

The API Key (string) used to authenticate the service (e.g., “EEE-MTX13ZS1Ta4pD8qO4rmGP_SXR7HPB8IAAnPgTwKV”).

You can find the API Key by going to Skills > your skill > Options > View API Details.

IBM> Watson Skill > Options > View API Details



  1. From the Skill Details page that opens, copy the Api Key.

    Copy your API key

The API key is either auto-generated for you or created manually in IBM Cloud.


How to Create a New Key

  1. Go to IBM's website and navigate to IBM Cloud > Access (IAM) > IBM Cloud API Keys.

  2. Click Create an IBM Cloud API key.

    IBM Cloud API Keys


  3. In Create API Key dialog, add name and description.

    Create API Key


  4. Download it and save it because the API key will be shown only once.

    Create API Key

Max API calls per day

The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond the first 1,000 that are included in a free account.

Maximum suggestions

The maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop during active chat interactions. Suggestions are the bot-generated replies that agents can select and use during chats.

Test Connection

Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant.

If the credentials are invalid, go back to the Url property and make sure you’ve entered it exactly as explained. Test until you see the success dialog: "Account credentials appear to be valid."

Lastly, be sure to click Apply at the bottom of the screen to save your account properties.


Watson Assistant (Conversation) Properties

Watson Assistant (Conversation) is the legacy version of IBM Watson Assistant that uses IBM's V1 runtime API and username/password authentication.

Previously, Watson Assistant was called Watson Conversation, and credentials for Watson Conversation included username and password. IBM has since renamed it Watson Assistant and changed its credentials from username/password to API key.

To integrate a legacy Watson Assistant (Conversation) bot, add a Watson Assistant (Conversation) account and edit the Properties of your bot instance as follows. This allows Bright Pattern to access your bot and use it in chat interactions.

For more information, see Tutorials for Admins, section Set up a Watson Assistant Integration Account.


Watson Assistant (Conversation) bot/chat suggestions engine integration account properties


Name

The unique name of this integration account (any).

Type

By default, the type is “Watson Conversation” because you selected this type when adding the account.

Url

The endpoint of your Watson Assistant Skill in the following format: <Legacy v1 Workspace URL>?version=2017-05-26

For example:

https://gateway.watsonplatform.net/assistant/api/v1/workspaces/12a3ab45-b12b-1234-12a3-12d34aebe56c/message?version=2017-05-26

Workspace ID

The identifying number (string) of your Watson Assistant (Conversation) Skill (i.e., instance). Note that in IBM Watson, skills used to be called workspaces.

  1. To find this ID, go to IBM Watson Assistant > Skills, click on the desired skill’s Actions button, and select View API details.

    IBM Watson Assistant > Skills


  2. On the page that opens, copy your workspace ID.

    Copy your workspace ID

Username

The username (string) that is used to authenticate the Watson Assistant API. The username is provided in the service credentials for the service instance that you want to use.

If you do not know your username, you can set apikey as the username.

Password

The password (string) used to authenticate the Watson Assistant API. The password is provided in the service credentials for the service instance that you want to use.

If you do not know your password, you can set your skill's API key.

Max API calls per day

The maximum number of calls that can be done each day. This limit is here to keep your account from being charged for additional calls beyond the first 1,000 that are included in a free account.

Maximum suggestions

The maximum number of suggestions (e.g., 3) that can be delivered to the Agent Desktop during active chat interactions. Suggestions are the bot-generated replies that agents can select and use during chats.

Test Connection

Click to be sure Bright Pattern Contact Center can connect to your Watson Assistant (Conversation).


Recommended Reading

For more information on bot integrations, see:



Screen Recording

Bright Pattern Contact Center can capture videos of agents’ desktop screens during their working sessions and store them for subsequent viewing. Such videos can be used for quality management and training purposes.

The VP8 codec is used for screen recordings. For screen recording playback (when merging call recording audio and screen recording video), audio is transcoded from the GSM codec to the Vorbis audio codec, and audio and video are saved in the WebM format.

For more information about viewing, see section Screen Recordings of the Bright Pattern Contact Center Reporting Reference Guide.

Note that before you can use the screen recording capability, it must be enabled for your contact center at the service provider level. Even if this capability is enabled, the space allocated for storage of screen recordings may be limited by the service provider. It is recommended that you use the options below to enable screen recording only for your planned quality management and/or training tasks (i.e., recording sessions of individually selected agents) and disable them as soon as those tasks are completed.

To configure screen recording settings, select Screen Recording from the Quality Management menu.


Quality Management > Screen Recording


Screen Properties

The Screen Recording screen properties are described as follows.

Login sessions of all agents of these teams

The system will perform screen recording of complete login sessions of all members of the teams selected. Click edit to add teams.

Login sessions of these agents

The system will perform screen recording of complete login sessions of the individual agents you select here. Click edit to add agents.

Record login sessions of all agents

Select this checkbox if you intend to record all login sessions of all agents of your contact center. When you select this checkbox, the above two options will change their values to record all, regardless of their previous settings.

Note that because the space allocated for storage of screen recordings may be limited, you should consult your service provider before enabling this option.

Record [X]% of sessions

Specifying the percentage value allows the system to record a percentage of the total logged-in agents. For example, entering a value of 30 will cause the system to record 30% of sessions from all agents who are logged-in to Agent Desktop.

Grayscale recording

Select this checkbox to specify that Agent Desktop screen recordings will be saved in grayscale instead of color.

Target bitrate

This parameter sets the maximum bitrate for the screen recording. It can be used to achieve the desired ratio between the video quality and size of the screen recordings. Note that the service provider may set a limit for the maximum bitrate, which may affect what you can set for your screen recordings.

Do not record session when agent states are

You can specify which sessions should not be recorded when the agent is in a particular state:

Multiple monitors

In some contact centers, agents use multiple monitors, and all screens are recorded and compiled into a single view. Because the screens are compacted into this view, it can be difficult to see the contents of each screen.

The following options make it easier to view the recordings of multiple screens:

Storage

You can select where screen recordings will be uploaded and stored.

Choose from one of the following options:

When Amazon AWS is selected, then screen recorder will continue to write screen recording files locally but will try to upload 15-minute segments to Amazon AWS as soon as each segment is completed on disk. As soon as they are successfully uploaded, the screen recorder will remove the local copy and write the corresponding record to the database. If recordings are encrypted, the screen recorder does not decrypt them before uploading to S3.

Bright Pattern's screen recorder treats Amazon AWS as a hard drive (i.e., if a file cannot be uploaded to AWS during the first attempt, it will be removed from AWS and error information will be written in the log file.

Integration account

The integration account selector is available only when you select the Amazon AWS storage option (see above). This selector will be grayed out upon selecting Local storage.



Amazon AWS Integration

Amazon Web Services (AWS) S3 can be used for storing audio and screen recordings, where files are uploaded to or downloaded from an Amazon S3 account for storage or playback. S3 access credentials are stored in integration accounts in order to enable Interaction Records Search playback for recordings stored in S3.

To support BPO operations, multiple integration accounts are possible.

Note the following:


Properties

Amazon AWS integration account properties


Type

Type is the type of integration account.

Name

Name is the Unique name of this integration account. It is helpful to have a descriptive name if your contact center uses multiple integration accounts of the same type.

Use private S3 storage

You can use this option to set up an S3-compatible private storage. For more information see Appendix: Setting up Private S3 Storage.

Url

This is the URL path to your private S3 storage. The URL must be specified if Use private S3 storage is enabled.

Access Key ID

The Access Key ID (e.g., AKIAIOSFODNN7EXAMPLE) is part of your AWS access key, a security credential that allows you to sign programmatic requests that you make to AWS if you use the AWS SDKs, REST, or Query API operations. The AWS SDKs use your access keys to sign requests for you.

AWS access keys always consist of an access key ID and a secret access key.

Secret Key

The Secret Key (e.g., wJalrXUtnFEMI/K7MDENG/bPxRfiCYEXAMPLEKEY) is the other part of your AWS access key. Referred to as a secret access key, the Secret ID is a security credential that allows you to sign programmatic requests that you make to AWS if you use the AWS SDKs, REST, or Query API operations. The AWS SDKs use your access keys to sign requests for you.

AWS access keys always consist of an access key ID and a secret access key.

S3 bucket

The S3 bucket is the unique name of the Amazon S3 bucket that stores your data (e.g., photos, videos, documents, etc.) on the cloud. In order to upload or download audio and screen recordings to Amazon AWS S3, you must specify the S3 bucket which will be used to hold your data.

Test connection

This button tests the credentials and confirms whether the connection is valid.



G Suite SSO Configuration

There are only two main parts to setting up SSO for G Suite:

The following steps will guide you through the first part.

Step 1: Generate a G Suite account certificate

  1. If you haven't already, create a G Suite account.

  2. Go to the Security section of the Google Admin portal.

  3. In the Set up Single sign-on (SSO) section, download the certificate that was already generated, or generate and download a new one.

Step 2: Set up custom app

  1. Go to the Apps > SAML Apps option in Google Admin.

  2. Press the + button, and then click on Setup my own custom app.

  3. After the 'Idp information appears, press the Next button.

Step 3: Set application name and description

  1. Set ACS Url to https://<bp hostname>/agentdesktop/sso/redirect, replacing <bp hostname> with your Bright Pattern tenant name.

  2. Set Entity ID (e.g., "bp_test").

  3. Set start url to https://<bp hostname>/agentdesktop/, replacing <bp hostname> with your Bright Pattern tenant name.

  4. Check the Signed response checkbox.

  5. Click next several times without editing anything until the finish button appears.

Step 4: Edit service

  1. Click on edit service.

  2. Select the ON for everyone radio button.

  3. Save changes.

Step 5: Get the link to your new app

  1. Go to the app grid (located near the user icon of your Google account).

  2. Right-click on the newly created app and copy link.




Agent Activity Report

The Agent Activity report provides detailed records of activities of selected agents in chronological order. These details are called metrics.


Running the Agent Activity report


You can narrow the report's data by specifying the following parameters:


Metric Descriptions

The Agent Activity Report provides records of activities of selected agents. The metrics of this report are organized into columns, which are described as follows:

Activity

The activity type, which can be one of the following:

Agent disposition

For an interaction-handling activity, the disposition assigned to the call by this agent

Case ID

For an interaction-handling activity, the identifier of the case that this interaction is related to. It currently applies to email interactions only

Co-browse

Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.

Detail

Disposition

For interaction-handling activity, Disposition provides information about how the activity ended. Such Dispositions are described as follows:

Duration

The time spent in this activity.

For interaction processing activities, duration includes both in-focus and out-of-focus time, as well as After Call Work (ACW) time.

External Number

Held

The number of times the agent placed the call on hold during this activity (for emails and chats, the number of times the agent had the interaction out of focus during this activity)

Hold Time

Note that Hold Time is displayed for interaction-handling activities only.

Max Hold

The duration of the longest period a call was on hold during this activity

Media type

For an interaction-handling activity, the interaction media type

Reply Time

The total amount of time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred

Service

For an interaction-handling activity, the name of the service associated with this interaction

Talk Time

Note that Talk Time is displayed for interaction-handling activities only.

Time

The time when the activity started. Only the activities that started within the selected reporting interval will be shown.



Agent Activity CSV Report

The Agent Activity (CSV) report provides detailed records (i.e., metrics) of activities of selected agents in chronological order.

This report is the same as the Agent Activity report, with the exception that it is exported in .CSV format only. Because this report is available out-of-the-box as a .CSV file, large volumes of data over long periods of time (e.g., per quarter, half a year, etc.) can be exported conveniently into a single file without using JasperSoft Studio.

Metric Descriptions

The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.

login_id

login_id is the agent's user ID.

first_name

first_name is the first name of the agent.

last_name

last_name is the last name of the agent.

team_name

team_name is the name of the team the agent has been assigned to.

start_time

start_time is the time when the activity started. Only the activities that started within the selected reporting interval will be shown.

Time is given in Universal Coordinated Time (UTC).

activity

activity is the activity type, which can be one of the following:

duration

duration is the time spent in this activity. For interaction processing activities, duration includes both in-focus and out-of-focus time, as well as After Call Work (ACW) time.

detail

talk_time

Note that talk_time is displayed for interaction-handling activities only.

hold_time

Note that hold_time is displayed for interaction-handling activities only.

service_name

For an interaction-handling activity, service_name displays the name of the service associated with this interaction.

destination_number

destination_number is the name of the recipient of an interaction; this can include chat services, email addresses, phone numbers, and phone extensions.

origination_number

origination_number is the phone number, IP address, or email address an interaction was sent from.

external_number

disposition

For interaction-handling activity, disposition provides information about how the activity ended. Such dispositions are described as follows:

agent_disposition_name

For an interaction-handling activity, agent_disposition_name displays the disposition assigned to the call by this agent.

media_type

For an interaction-handling activity, media_type displays the interaction media type.

case_number

For an interaction-handling activity, case_number displays the identifier of the case that this interaction is related to. It currently applies to email interactions only.

cobrowsing

Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.





Agent Email Report

The Agent Email report provides key performance indicators for agents handling interactions of the email media type.


The Agent Email report gives performance indicators for agents handling emails


Metric Descriptions

The metrics of this report are organized into columns, which are described as follows.


Offered

Offered provides the number of inbound emails that were pushed to the agent within the given reporting interval.


Not Accepted

Not Accepted provides the number of emails that were pushed to the agent and were not accepted (i.e., returned to the queue or to the transferring agent). Note that a postponed email is considered accepted.


Pulled

Pulled provides the number of inbound emails that the agent pulled from the service queues within the given reporting interval.


Assigned

Assigned provides the number of emails that were placed in this agent’s personal queue by a supervisor or another agent.


Carried Over

Carried Over provides the number of emails that were delivered to this agent by any method before the given reporting interval and remained unprocessed at the beginning of the interval.


Processed - Total

Processed - Total provides the number of inbound emails that this agent completed by any method within the given reporting interval. It is the sum of Replied, Closed, Transferred, and Service Changed.


Processed - Replied

Processed - Replied provides the number of inbound emails that this agent replied to within the given reporting interval (including emails that the agent forwarded). Note that only the first response is counted. Possible follow-up email messages related to previously replied emails are considered outbound emails and are counted by the Outbound Sent metric.


Processed – Closed

Processed – Closed provides the number of inbound emails that this agent closed without reply within the given reporting interval.


Processed – Transferred

Processed – Transferred provides the number of inbound emails that this agent transferred within the given reporting interval.


Processed – Service Changed

Processed – Service Changed provides the number of inbound emails that this agent recategorized (i.e., the agent changed this service to another email service and continued processing the interaction).


Remaining

Remaining provides the number of emails in the agent's personal queue at the end of the reporting interval.


Avg Reply Time

Avg Reply Time is the average time that this agent spent replying to an inbound email. The time is measured from the moment an email is delivered to the agent (to the agent's desktop or to My Queue) to the moment when the first meaningful response leaves the agent's My Queue.


Avg In-focus Time

Avg In-focus Time is the average time that the agent had an inbound email selected in the active communications list. This metric is counted only for the emails that agents replied to.


Avg Out-of-focus Time

Avg Out-of-focus Time is the average time that the agent had an inbound email active on Agent Desktop but not selected in the active communications list. This metric is counted only for the emails that agents replied to.


Avg ACW Time

Avg ACW Time is the average time that the agent spent doing after call work related to replied emails.


Outbound Sent

Outbound Sent provides the total number of outbound emails that this agent sent within the given reporting interval. This metric includes both new outbound emails and possible follow-up email messages related to existing threads.


Outbound Discarded

Outbound Discarded provides the number of outbound emails that this agent started at any time and discarded (deleted without sending) within the given reporting interval. This metric includes both new outbound emails and possible follow-up email messages related to existing email threads.



Agent Performance Report

The Agent Performance report shows changes over time of key performance indicators for a selected agent.

All interaction-related metrics in this report are calculated for call and chat media types. For agents’ email metrics, use the Agent Email Report.


The Agent Performance report provides metrics related to performance indicators for a specific agent


Metric Descriptions

The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.

Occupancy %

Occupancy % refers to the percentage to time that the agent spent handling calls, including after call work, relative to the total working time (i.e., handling calls and being Ready to handle calls).

Number of Calls Offered

Number of Calls Offered refers to the number of inbound calls that were offered to the agent, including direct calls, internal calls, and calls that were not assigned a service; offered indicates the call passed through the Connect Call scenario block. Note that campaign calls are not included.

Number of Calls Handled

Number of Calls Handled refers to the number of inbound calls handled by the agent.

Average Handling Time (inbound)

Average Handling Time (inbound) refers to the average time, including after call work and hold times, the agent handled the inbound calls.

Number of Calls Made

Number of Calls Made is the number of outbound calls handled by this agent, including campaign calls.

Average Handling Time (outbound)

Average Handling Time (outbound) refers to the average time, including after call work (ACW) and hold times, that the agent handled the outbound calls. This metric includes campaign calls.

Total Logon Time

Total Logon Time is the total time that the agent was logged on during the reporting interval.

Total Working Time

Total Working Time is the total time that the agent was either handling calls (including after call work) or was ready to handle calls.

Call Rejects / No Answer

Call Rejects / No Answer refers to the number of calls that the agent rejected and/or did not answer.

Initiated Transfers

Initiated Transfers is the number of calls that the agent transferred.

Number of Surveys

This metric gives the number of surveys available for calls handled by the agent during the reporting interval.

First Call Resolution %

First Call Resolution % refers to the percentage of surveys that indicated first call resolution relative to total number of surveys available for calls handled by the agent during the reporting interval.

Contact Satisfaction

Contact Satisfaction is the average of contact satisfaction marks from all surveys available for calls handled by the agent during the reporting interval.

Net Promoter Score

The Net Promoter Score (NPS) is based on the results of surveys available for calls handled by the agent during the reporting interval.

Ready %

Ready % is the percentage of time that the agent was ready relative to the total logon time.

Busy (Inbound) %

Busy (Inbound) % is the percentage of time the agent was engaged in inbound calls relative to the total logon time. This metric includes hold times but does not include ringing time or after call work time.

Busy (Outbound) %

Busy (Outbound) % is the percentage of time that the agent was engaged in outbound calls, including campaign calls, relative to total logon time. This metric includes dialing time and hold times but does not include after call work time.

Average Ringing Time

Average Ringing Time is the average time that the agent’s phone was ringing before calls were answered, abandoned, rejected, or timed out due to no answer. It also includes dialing time for non-campaign outbound calls.

After Call Work %

After Call Work % refers to the percentage of time that the agent spent doing after call work relative to total logon time.

Co-browse

If co-browsing with Surfly is configured, Co-browse displays the number of chat interactions with co-browsing sessions handled by this agent.



Report Generation

When you select option Reports from the menu on the left, the application pane will display the list of available reports. By default, these are the predefined reports supplied with Bright Pattern Contact Center. If you have previously created some custom reports using Jaspersoft Studio and uploaded their definitions into the system, such custom reports will also appear in the list of reports. For more information about stock and custom report definitions, see section Report Templates of the Contact Center Administrator Guide.


Reports overview


The reports are grouped by the type of contact center resources that they describe. Within each group, the reports are listed in alphabetical order according to the names of the corresponding report definitions. A description is provided for each report. If a description does not fit on the screen, hover over it to see the full text of the description in a tooltip box.

Select the desired type of report from the list. In the view that appears, use the report generation filters to select the resource for which you want to generate the report and to specify the reporting interval. Depending on the report type, you can select multiple resources and apply additional filters.


Report generation filters


Agent Selection Options

For reports where the agent drop-down selector is present, please note the following:


An example of searching for agent names starting with the letter "L"



Agent names displayed as grey, italicized text indicates activity recent to the search period but not within the period



How to Clone Reports

To create a copy of a report, click the Clone button.


Clone


The report you clone can be found in the list of available reports under Clone of Report Name; from here you may rename and customize the report.


Clone of ...


How to Delete Cloned Reports

To delete a cloned report from the list of all reports, click the Delete button. Note that it is possible to delete cloned reports only. The selected report will be deleted from the full list of reports available for your contact center.


Delete


How to Rename Reports

To rename a report, click the Rename buttton; a dialog window will pop where you will enter the report's new name. The selected report will display the new name and will be available from the full list of reports available for your contact center.


Rename


How to Run Reports

To generate the report, click the Run Report button at the bottom of the report details pane. Report generation may take a few moments.


Run Report


The report will appear in a separate browser tab/window and occupy the entire available browser window space. Thus, you can have multiple reports open in your browser at the same time. Generated reports will continue to be available for viewing even when you close the Contact Center Administrator application. Depending on the amount of data, the generated report may occupy more than one page.


The generated report opens in a new browser tab/window


How to View and Use the Generated Report

The generated report appears as a static table of data within your browser tab/window. Usable links for navigation and export are located at the top of the page. If you export the report to a format such as .XLS, you can filter, sort, and reformat the data just as you would for any other spreadsheet.

Navigation

To navigate through the contents of the report, use the page navigation arrows or enter the page number you wish to view.

Metrics

To learn more about the metrics provided by each report, see sections Detail Reports and Aggregate Reports.

Exporting Reports

To export the generated report, choose the format (PDF, XLS, CSV, or TXT), and click the corresponding link.

Running the Report Again

To run the same report for a different resource and/or different reporting interval, simply change the filter setting and click the Run Report button again.

Going Back to Reports

To return to the list of reports, go back to the Contact Center Administrator application, section Reports, in your other browser tab or window.


How to Customize Reports

To customize the presentation of the report, click the Customize button.


Click Customize


The report will be opened in a new browser tab or window in the Report Customizer application.


Using the Report Customizer application to customize columns and report contents


This web application allows you to do the following:

Other Actions


Scheduling Reports

You can also schedule automatic generation of reports and their delivery to specified destinations as email attachments or via FTP. For more information, see Scheduling Reports.



agent_activity

Each row of the agent_activity table contains a set of data related to a single agent activity. For interaction-handling activities, this data includes some basic aggregates, such as the agent’s talk time and hold time. Note that a single agent activity spanning multiple aggregation intervals will be reported separately for each aggregation interval that it spans, and all time-related metrics will count the time within the given interval only. For reporting purposes, time-related metrics of the activities that span multiple intervals can be combined using the activity_id field.

Unless noted otherwise with respect to a particular metric, any call mentioned in this table shall be interpreted as a call that was handled by the agent identified by the login_id field during the given activity.


Description of Data

The following table offers the name (i.e., ID), data type (e.g., BIGINT, BINARY, BIT, DATETIME, ENUM, INT, VARCHAR, etc.), and description for each metric (i.e., column) of the agent_activity table.


Column Name Data Type Description
activity ENUM activity is the activity type.

Possible values include INBOUND_CALL, LOGIN, LOGOUT, OUTBOUND_CALL, NOT_READY, PREVIEW, READY, and SUPERVISION.

Note the following:

  • Handling of both preview and predictive campaign calls is reported as activity OUTBOUND_CALL. Only the record preview phase (time before dialing begins) is reported as PREVIEW activity for agents participating in preview campaigns.
  • Time spent doing after-call work is reported as part of INBOUND_CALL and OUTBOUND_CALL activities.
  • Internal calls received by the agent are reported as activity INBOUND_CALL.
  • Internal calls made by the agent are reported as activity OUTBOUND_CALL.
  • The Supervisor state of "Supervising" in the Agent Desktop is reported as activity SUPERVISION.
  • Value of the other_party_phone_type field can be used to distinguish between service and internal calls.
  • Handling of a service chat is reported as activity INBOUND_CALL.
  • Handling of an inbound email is reported as activity INBOUND_CALL.
  • Handling of a follow-up or unsolicited email is reported as activity OUTBOUND_CALL.
  • The value of the media_type and/or service_name field can be used to distinguish between interactions of different media types.
activity_id BINARY (16) activity_id is the unique identifier assigned to the activity.

If a single activity lasts through several adjacent aggregation intervals, it will have the same value of activity_id in each of those intervals.

acw_time BIGINT After-call work time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval
agent_disposition_code INT For activity types INBOUND_CALL and OUTBOUND_CALL, the numerical code (if defined) of the disposition that the agent assigned to the call
agent_disposition_name VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the name of the disposition that the agent assigned to the call
agent_disposition_notes LONGTEXT For activity types INBOUND_CALL and OUTBOUND_CALL, the text notes that the agent wrote regarding the call
agg_run_id BINARY (16) Aggregator run that produced this record
call_detail_id BINARY Reference to the record in the call_detail table created for the interaction handled by the agent during this activity
case_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, number of the case with which this interaction is associated; applies to emails only
destination_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number dialed by the party that initiated the call.
detail VARCHAR For activity type NOT_READY, detail specifies the Not Ready reason.

For activity type OUTBOUND_CALL, detail specifies the login ID of the called party if the call was made internally and was answered.

disposition ENUM For activity types INBOUND_CALL and OUTBOUND_CALL, disposition specifies how the call-handling activity ended.

The term call in the following descriptions indicates that the given value may be applicable to calls and chats.

Possible values include the following:

  • ABANDONED – For inbound calls, abandoned by the remote party while ringing at the agent desktop; for outbound calls, terminated by the agent before it was answered by the remote party
  • CALLEE_TERMINATED – Call terminated by the party that answered the call
  • CALLER_TERMINATED – Call terminated by the party that made the call
  • CALLER_TRANSFERRED – Remote party transferred the call (i.e., this agent stayed on the call but with another party); the after-transfer part of the call will be reported as the next activity
  • CLOSED – Agent finished processing of the email without a reply (e.g., the email was a spam or no follow-up was necessary); applies to inbound emails only
  • CLOSED_BY_OTHER_RESPONSE – This activity finished because the associated case was dispositioned elsewhere (i.e., by this or another agent in a different activity)
  • CONFERENCED – Call became a conference (the conference phase is reported a separate activity)
  • DISCARDED – Agent discarded an email draft; applies to outbound emails only
  • FORWARDED – Agent forwarded the email
  • NO_ANSWER – Agent did not accept an incoming interaction
  • REJECTED – Agent rejected the incoming call
  • REPLIED – Agent replied to the email; applies to inbound emails only
  • SAVED – Agent saved an email draft and the Busy state has ended, but the case remains in the agent's personal queue
  • SENT – Agent sent the email; applies to outbound emails only
  • SERVICE_CHANGED – Agent changed the service associated with the email and continued processing it (the after-service-change phase is reported as the next activity)
  • SYSTEM_DISCONNECTED – Call was disconnected by the system
  • TRANSFERRED – Agent transferred the interaction
duration BIGINT Activity duration within the aggregation interval.
email_completion_time BIGINT Email completion time from the moment the email interaction was accepted by the agent or entered his personal queue and until it was completed (including ACW if any) or transferred
held BIGINT The number of times the agent placed the call on hold during this activity; for emails and chats, the number of times the agent had the interaction out of focus during this activity)
max_hold BIGINT The duration of the longest of the number of times the agent placed the call on hold during this activity; for emails and chats, duration of the longest of the number of times the agent had the interaction out of focus during this activity
external_number VARCHAR For activity type INBOUND_CALL, external_number is the access number through which the inbound call entered the system.

For activity type OUTBOUND_CALL, external_number is the Caller ID assigned to the outbound call.

first_name VARCHAR Agent first name as defined in configuration
has_screen_recording BIT Indication of whether agent's screen was recorded during this activity
hold_time BIGINT Total hold time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval
id BINARY (16) Reserved
last_name VARCHAR Agent last name as defined in configuration
login_id VARCHAR Agent login as defined in configuration
media_type ENUM For activity types INBOUND_CALL and OUTBOUND_CALL, this is the media type of the interaction that the agent handled during this activity.

Possible values include VOICE, CHAT, and EMAIL.

origination_number VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, the phone number from which the call was made.
other_party_phone_type ENUM For activity types INBOUND_CALL and OUTBOUND_CALL, other_party_phone_type specifies the location of the remote party on the call.

Possible values include INTERNAL and EXTERNAL.

pending_time BIGINT For activity type INBOUND_CALL, pending_time specifies the duration of the call ringing phase from the moment the call was distributed to this agent and until it was either answered or abandoned.

For activity type OUTBOUND_CALL, pending_time specifies the duration of the call dialing phase from the moment the number dialed by the agent was received by the system and until the call was either answered or abandoned.

pkid INT Primary key
rank VARCHAR Agent rank as defined in configuration
service_name VARCHAR For activity types INBOUND_CALL and OUTBOUND_CALL, service_name is the name of the service associated with the call.

It is not specified for internal calls.

For services of media type chat, any call mentioned in this table shall be interpreted as a service chat interaction in the same context.

session_id BINARY session_id is the agent login session identifier.

A new identifier is assigned to each new LOGIN activity.

The same identifier is assigned to the corresponding LOGOUT and all READY and NOT_READY activities that happened in between.

start_time DATETIME Activity start time; time is given in Coordinated Universal Time (UTC)
talk_time BIGINT talk_time is the total talk time for activity types INBOUND_CALL and OUTBOUND_CALL within the aggregation interval.

It does not include hold times.

team_name VARCHAR Name of the team that the agent is assigned to as defined in configuration
workitem_id VARCHAR Identifier of the outbound work item associated with this activity.\
agent_country VARCHAR Agent country as defined in User configuration
agent_city VARCHAR Agent city as defined in User configuration
cobrowsing BIT Indicates whether any co-browsing sessions took place during this interaction. Currently works for co-browsing with Surfly only.
ip_address VARCHAR The IP address of the Agent Desktop connection at the time of agent authentication



Report Templates

Bright Pattern Contact Center provides a number of reports for evaluating the performance of agents and agent teams as well as assessing the efficiency of contact center services and scenarios. These reports are developed using Jaspersoft reporting tools. They can be generated and viewed directly in the Contact Center Administrator application. For detailed information about the metrics provided in these reports, see the corresponding sections of the Bright Pattern Contact Center Reporting Reference Guide.

If these predefined reports do not completely cover the reporting needs of your contact center, you can create custom reports. To create such reports, refer to the detailed descriptions of the historical data that is collected and stored in the Bright Pattern Contact Center Reporting Database, which are found in the Bright Pattern Contact Center Reporting Database Specification.

Any SQL-based reporting application can be used to create, generate, and view custom reports. However, using the TIBCO Jaspersoft Studio application to create your custom reports enables you to (1) reuse the predefined report templates making modifications where necessary, and (2) generate and view such reports directly in the Contact Center Administrator application in the same way that you generate and view the predefined reports. You can find detailed instructions on how to configure Jaspersoft Studio for creating custom report templates in the Custom Reporting Tutorial.

Note: Jaspersoft has two different tools for report development, iReport Designer and Jaspersoft Studio. Only Jaspersoft Studio is supported as the tool for the creation of custom report templates for your Bright Pattern Contact Center solution.

To work with the predefined- and Jaspersoft Studio-based custom report templates, select the Report Templates option from the Reporting menu. Both the predefined and the previously uploaded custom report templates will appear in the list view. Click the button with the “+” sign to define and upload a new report template.


Reporting > Report Templates


Screen Properties

The Report Templates screen properties are organized into three tabs, and they are described as follows.

Properties tab

Properties tab


Name

Assign a name to this report template. The Name parameter is mandatory.

Category

Select the report category. The Category parameter is mandatory. If your custom report does not logically fit in any of the available categories, you can define a new category by selecting the Manage categories option.

Report template

Upload

To define a new report template, click upload.

Files that you upload must have a file extension of .jrxml or .bpxml.

JRXML report templates are created and modified in the TIBCO Jaspersoft Studio application. If your report is based on several jrxml files, they must be packaged into a zip file for upload, and the master file that links all other files into a single report template must have the suffix _master.

Download

To download a report template, click download.

Files that you download are available with either the .jrxml or .bpxml file extension. Only CSV reports have the .bpxml file extension. For more information on creating custom CSV reports in BPXML format, see the Custom Reporting Tutorial.

If you wish to create a new custom report via the modification of an existing template, you can export the desired template by selecting it from the list and clicking download. If the desired existing template consists of several files, they will be downloaded in a zip file, and the master file that links all other files into a single report template will have the suffix _master.

Do not show in Reports section

This property indicates whether this report shall appear in the menu of reports available for generating and viewing in the Contact Center Administrator application. You can select this option if the given report is only intended for scheduled generation and distribution. See section Scheduled Reports for more information.

Description

Use the Description field to provide additional information about this report (e.g., its main purpose and intended audience).

Parameters tab

Parameters tab


List of report parameters

The List of report parameters must be specified for the generation of this report. These are read-only.

Used In tab

The Used In tab displays what reports a report template is being used in. Additionally, you may configure the following from this tab.


Used In tab


List of reports

The list of reports displays the names of the reports that the report template is used in.

Customize

Selecting customize launches the Report Customizer application. From here, you may make changes to the report columns, including rearranging them, resizing them, deleting them, and so forth.

Schedule

When selected, schedule pops a window that allows you to configure specific dates and times your report will run, as well as delivery options.


Report scheduler


Parameters tab

When the Enabled option is selected, the Parameters tab allows you to configure both a report generation schedule (e.g., recurrence and run at time) and report generation parameters (e.g., a set time frame like "This week" and other details).

Email Delivery tab

When the Deliver report via email option is selected, the Email Delivery tab allows the system to automatically email scheduled reports; report formats include PDF, Excel, CSV, and text. Additionally, variables of the $(varname) format may be used in the Subject field and Message field. Note that in order for your email to be sent, you will need to configure SMTP settings.

FTP Delivery tab

When the Deliver report va FTP/SFTP option is selected, the FTP Delivery tab allows the system to automatically deliver scheduled reports to your FTP/SFTP server; report formats include PDF, Excel, CSV, and text. Additionally, variables of the $(varname) format may be used in the Destination folder and file name field.

Delete

When selected, the delete option deletes the report associated with the report template. Note that a confirmation window will pop before the report is deleted.

Add

The add option allows you to create a new report from this report template. After clicking add, a dialog window will pop and you will name and describe the new report.


Create a new report from a report template



Bright Pattern Create Object

The Bright Pattern Create Object block inserts a new object into the internal contact database. The allowed object types are Case, Contact, Company, and Activity History.


Bright Pattern Create Object workflow block


Conditional Exit

The Bright Pattern Create Object block may take the Failed conditional exit.

Failed

The Failed conditional exit is executed if the creation operation failed.


Settings

Title Text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object Type

The Object Type drop-down menu allows you to choose the type of object you want to create in the internal database. You may choose Case, Contact, Company, or Activity history. Depending on what object type is selected, the settings change as follows:


Case Settings

Case title

This is the text you would like associated with the case title.

Category name

The Category names that have been configured in section Case & Contact Management > Case Categories will appear here in a drop-down menu.

Priority

This field allows you to enter a text or variable item associated with the case's priority.

Reporter contact ID

This field allows you to enter a text or variable item associated with the the reporter contact ID (i.e., customer).

Custom Case Fields

Custom Case Fields that have been configured in Case & Contact Management > Custom Fields > Case will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate case numbers or Generated case IDs.

Generated case number

This is the variable item associated with the case number.

Generated case ID

This is the variable item associated with the case ID.


Contact Settings

First name

This is the text associated with the first name of the contact.

Last name

This is the text associated with the last name of the contact.

Title

This is the text associated with the title of the contact.

Position

This is the text associated with the position of the contact.

Summary

This is the text associated with the summary of the contact.

Segment

This is the text associated with the segment of the contact.

Date of birth

This is the text associated with the contact's date of birth.

Company ID

This is the ID of the company record.

Emails

When you click the add option, you may select the type of email from the drop-down menu (Primary, Business, or Private), then enter the email address. It is possible to add more than one type of email address; the order the emails are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create the email with the index [0] if you want to populate the email with the index [1]).

Phones

When you click the add option, you may select the type of phone from the drop-down menu (Business, Home, Mobile, or Fax), then enter the phone number. It is possible to add more than one type of phone number; the order the numbers are listed in is insignificant. Note: Gaps are not allowed (i.e. you must create phone numbers with the index [0] if you want to populate the email with the index [1]).

Custom Contact Fields

Custom Contact Fields that have been configured in Case & Contact Management > Custom Fields > Contact will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate record.

Generated record

This is the variable item associated with the contact record number.


Company Settings

Company name

This is the text associated with the company name.

Web URL

This is the text associated with the web URL of the company.

Revenue

This is the text associated with the revenue of the company.

Employees

This is the data associated with the employees of the company; the allowed range is from 0 to 2147483647.

Custom Company Fields

Custom Company Fields that have been configured in Case & Contact Management > Custom Fields > Company will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate record ID.

Generated record ID

This is the variable item associated with the contact record ID.


Activity History Settings

Notes

This is the text associated with activity history notes; notes are written on behalf of a party. The notes should support HTML links, bullets, and bold, italic, underline, and strikethrough text.

Disposition

This is the text associated with activity history dispositions; dispositions are written on behalf of a party.

Custom Activity History Fields

Custom Activity History Fields that have been configured in Case & Contact Management > Custom Fields > Activity History will appear here; you may enter text items in these fields.

Return variables

The Return variables settings allow entry of text or variable items in the form of Generate record ID.

Generated record ID

This is the variable item associated with the activity history record ID.



Bright Pattern Search Object

The Bright Pattern Search Object block finds an existing object in the database. This block replaced the Retrieve Internal Record block starting from version 5.2.2 of Bright Pattern Contact Center software.

Note: For a list of standard fields returned by this block, see section Standard Fields for CRM Objects.


Bright Pattern Search Object scenario block


Settings

Title Text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object type

The Object type drop-down menu allows you to choose the type of object you want to search for in the internal database. You may choose Case, Contact, Company, or Activity History. Depending on what object type is selected, the settings change as follows:

Search

Multiple search conditions can be added. Search settings will vary depending on what object type you are searching for. The options are listed as follows:


Case
Bright Pattern Search Object case settings


To search by case, select either ID, Number, Reporter ID, Status, or a custom case field from the first drop-down menu. Note: Custom case fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For any of these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.

For the State option, you may select Equal or Not equal from the second drop-down menu, followed by the desired case state.


Company
Bright Pattern Search Object company settings


To search by company, select ID, Name, URL, a custom company field from the first drop-down menu. Note: Custom company fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.


Contact
Bright Pattern Search Object contact settings


To search by contact, select Email address, External ID, ID, Messenger ID, Phone, or a custom contact field from the first drop-down menu. Note: Custom contact fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.


Activity history
Bright Pattern Search Object activity history settings


To search by activity history, select Case ID, Contact ID, Global Interaction ID, ID, or a custom activity history field from the first drop-down menu. Note: Custom activity history fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.


Return fields

Select this option to add return field to your search. When you click the add option, you may enter a text or variable item in the field. Note you may add multiple return fields.

Recordset name

Recordset name is the field that holds the results of the search the block executed; the text (i.e., value) entered in this field can then be used in a number of subsequent blocks to dictate further actions (e.g., passing the value to a Bright Pattern Create Object block if a contact's name is not found).


Conditional Exits

Failed

The Failed conditional exit is executed if the search operation failed, due to invalid parameters, timeout, or network connectivity to external CRM (e.g., Salesforce).

No Data

The No data conditional exit is executed if no data matching the specified search criteria is found.



Bright Pattern Search Object

The Bright Pattern Search Object block finds an existing object in the database. This block replaced the Retrieve Internal Record block starting from version 5.2.2 of Bright Pattern Contact Center software.

Note: For a list of standard fields returned by this block, see section Standard Fields for CRM Objects.


Bright Pattern Search Object scenario block


Settings

Title Text

Title Text is the name of the instance of the block. Enter a name in the text field and the new name of the block will appear in the flowchart.

Object type

The Object type drop-down menu allows you to choose the type of object you want to search for in the internal database. You may choose Case, Contact, Company, or Activity History. Depending on what object type is selected, the settings change as follows:

Search

Multiple search conditions can be added. Search settings will vary depending on what object type you are searching for. The options are listed as follows:


Case
Bright Pattern Search Object case settings


To search by case, select either ID, Number, Reporter ID, Status, or a custom case field from the first drop-down menu. Note: Custom case fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For any of these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.

For the State option, you may select Equal or Not equal from the second drop-down menu, followed by the desired case state.


Company
Bright Pattern Search Object company settings


To search by company, select ID, Name, URL, a custom company field from the first drop-down menu. Note: Custom company fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.


Contact
Bright Pattern Search Object contact settings


To search by contact, select Email address, External ID, ID, Messenger ID, Phone, or a custom contact field from the first drop-down menu. Note: Custom contact fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.


Activity history
Bright Pattern Search Object activity history settings


To search by activity history, select Case ID, Contact ID, Global Interaction ID, ID, or a custom activity history field from the first drop-down menu. Note: Custom activity history fields will not appear in the Search menu unless the checkbox Searchable in scenarios and workflows has been selected. For more information, see Custom Fields.

For all these options, you may then select Equal, Not equal, Empty, or Not empty from the second drop-down menu. If you select Equal or Not equal, a field will appear and you will have the option to enter a text or variable item.


Return fields

Select this option to add return field to your search. When you click the add option, you may enter a text or variable item in the field. Note you may add multiple return fields.

Recordset name

Recordset name is the field that holds the results of the search the block executed; the text (i.e., value) entered in this field can then be used in a number of subsequent blocks to dictate further actions (e.g., passing the value to a Bright Pattern Create Object block if a contact's name is not found).


Conditional Exits

Failed

The Failed conditional exit is executed if the search operation failed, due to invalid parameters, timeout, or network connectivity to external CRM (e.g., Salesforce).

No Data

The No data conditional exit is executed if no data matching the specified search criteria is found.



What Is 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, a 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.

Benefits

Benefits to using conversational IVR include:

Conversational IVR can help contact centers to resolve issues quickly, reduce abandonment, and provide self-service that customers actually like.

How to Use It

Conversational IVR is implemented in voice scenarios using the Play-Listen scenario block and integration accounts. For more information, see these Bright Pattern tutorials and articles:




How to Use Conversational IVR in a Scenario

To invoke Bright Pattern’s conversational IVR feature through a scenario, you simply need to modify an inbound voice scenario to include bot-specific scenario blocks such as Chat Bot Select Account and Ask a Bot, along with the Play-Listen scenario block. These blocks work with integrated Speech-to-Text technologies to recognize and transcribe voice input, as well as with integrated chatbots to analyze voice input, offer suggested replies, and intelligently route callers to agents.

This article will show you how to include these blocks in a basic voice scenario to:

Prerequisites

If you have not already done so, please complete these steps before proceeding:

Scenario Flow

Scenarios are made up of scenario blocks that specify how interactions are processed. Detailed descriptions of Bright Pattern scenario blocks are available in this guide's Scenario Block Definitions section.

The following sequence of actions illustrates how scenario blocks function in a bot-driven voice scenario that invokes conversational IVR. This example scenario uses an integrated Watson Assistant chatbot and Google Speech-to-Text.


Example voice scenario with Play-Listen block in Scenario Builder


Action 1: "Set Prompt Language" specifies which language the voice of your conversational IVR will use

Conversational IVR utilizes voice prompts to speak to callers on the phone. You can set any language for all the voice prompts to be used in this scenario by editing the properties of the Set Prompt Language scenario block.


Set Prompt Language properties


In Language, select the desired language for prompts. In our example, we selected "English - United States."

In TTS voice, select the Text-to-Speech (TTS) voice type to be used. In our example, we selected "en-US-standard-C."

These settings allow prompt text to be read and spoken over the phone in English.

Action 2: "Set Variable" counts how many times the customer talks to the bot

In this example, we want the caller to talk to the chatbot no more than three times before the caller is routed to an agent. Limiting the interaction in this way prevents the customer from abandoning the call when the bot becomes unhelpful.

With the Set Variable block, we are counting the number of attempts to interact with the bot. The counter begins at zero, so we specify a value of "0."


Set Variable properties


Action 3: "Chat Bot Select Account" specifies the integration account for your bot

All scenarios that incorporate bots will include the Chat Bot Select Account block. In this block, you are selecting a bot/chat suggestions engine integration account that has already been configured for your contact center.

It's possible for your contact center to have many integration accounts, so it's important to specify which one will be used for this scenario. If you do not see the desired account listed, go back and add an integration account.


Select an integration account


Action 4: "Play-Listen" talks to the caller and collects a response

The Play-Listen block uses text-to-speech and speech-to-text technologies to convert bot response text into a voice prompt and to recognize and transcribe the customer’s reply into a text message.

Specify or create a voice prompt so that the conversational IVR can "talk" to the customer. In this example, the customer will be greeted by the prompt you specify here.

The transcriber is the Speech-To-Text integration account that you have already configured for your contact center.

In this example, we set the recognized phrase (i.e., the variable) to be "user_phrase," which is the variable that receives what the customer says. We use this variable in later blocks in this scenario to send the customer’s response to the agent in a text message (see "Internal Message"). You can add any variable you want, as long as you use the same variable name later.

Confidence is the variable that shows how much of the customer’s vocal input the STT engine understands. As with the recognized phrase variable, you can enter anything you want here, as long as you use it consistently later. Your STT engine conveys confidence numerically, where the higher the number (e.g., "0.999") is, the more confident the STT engine is that it has recognized vocals correctly. A low number (e.g., "0.001") shows that the engine has very low confidence in its vocal recognition. For example, if the customer says, "I need a new phone," and the engine hears, "I need a sea foam," the confidence will be likely very low. The confidence level is available in your service engine (e.g., your Watson Assistant).

Max timeout is the number of seconds that the conversational IVR will wait for the caller’s response before timing out and moving through the scenario.

In the conditional exits of Play-Listen, you can define what the scenario should do if the caller uses DTMF touch-tones or if the caller is silent.


Use Play-Listen to "talk" to the customer and collect data


Action 5: "Ask a Bot" lets the bot talk to the customer

The Ask a Bot block allows the bot to automate the conversation before an agent is connected. It delivers the bot's raw response (i.e., suggestions) to the customer.

Notice that in the Message field, we’ve plugged in variable $(user_phrase), which is the same variable we set earlier in the scenario. Placing user_phrase here allows the scenario to pass the caller’s vocal input (i.e., his or her spoken phrase) to the integrated chatbot (in this case, Watson Assistant), for processing in the bot’s dialog flow. This processing creates suggestions, which can be passed to the agent on Agent Desktop.

A raw response is configured in your Watson Assistant dialog flow settings; it's unrelated to Bright Pattern. In this example, we’ve left this field empty.

In timeout, you set the number of seconds to wait for the bot’s suggestions before timing out.


Get suggestions from the bot


In the Ask a Bot block’s conditional exits, we have dragged over some other blocks that tell the scenario what to do if this block fails, times out, or if there’s no data. See the scenario template for more detailed comments on what we did in this example.

Action 6: "If" defines what to do if no data is collected by the bot

Within Ask a Bot, there is a conditional exit called No Data. Here, we dragged over some other scenario blocks to define what the scenario should do if the bot fails to collect information from the caller.

First, use Set Variable to set variable name "Attempts" to =$(Attempts)+1. This is used for counting how many times the bot attempts to talk to the caller and offer a suggested reply.

Then use If to add a condition that says if the bot tries to talk less than three times, try again. Remember, in Action 2 of this procedure, we used Set Variable to start counting bot step interactions.


Define what to do if the bot attempts to talk to the caller less than three times


Under the If block, we added another Play-Listen block that will be triggered if the condition is met. In this Play-Listen block, we define that if the bot has to make another attempt to collect data from the caller, then the prompt is, "I’m sorry, I didn’t understand you…."

If that still fails to collect information, the scenario uses Goto to find an agent and connect the call. The Play Prompt block tells the caller that the bot can’t understand, and thus, an agent will be connected.


The condition has been exceeded and a prompt is played before an agent is connected


Action 7: "Set Variable" defines the bot’s suggestions

Set Variable is used for defining the variable name of the bot’s responses (i.e., suggestions). Suggestions align with what you have configured your Watson Assistant, or other chatbot, to say.

In this example, we named the variable "bot_phrase" and gave it a value of "$(suggestions[0].msg)." Later, when we pass the conversational IVR transcript to the agent via screen-pop, we will be invoking the conversation via "bot_phrase" and "user_phrase" variables.


Set Variable properties


Action 8: Another "If" will find an agent if the caller speaks

In this example, we added the condition that scenario will branch if the "user_phrase is not empty" (i.e., the caller is talking).


Ask a Bot branches and finds an agent in response to what the caller said


Action 9: "Web Screen pop" passes the conversation transcript to the agent

In the Web Screen pop properties, we defined what text to display to the agent upon accepting the call. In the “Text to display” field, we entered the variables “user_phrase” and “bot_phrase” in basic HTML. This will appear as plain text to the agent on Agent Desktop.


You can screen-pop the bot and customer’s conversation transcript to the agent


Action 10: "Find Agent" looks for a skilled agent

The Find Agent block looks for the next available skilled agent to accept the call. You can use Find Agent to set wait times and send the customer messages about estimated waiting time (EWT).


The bot couldn't help the customer is fewer than three steps, so the scenario looks for an agent


Action 11: "Connect Call" always comes after "Find Agent"

Although Find Agent uses criteria to identify the proper agent to receive the call, it does not have a "delivery" mechanism. Connect Call is the delivery mechanism for the interaction.


You can either specify a destination for the call or let the system find the next available agent


Action 12: "Exit" ends the scenario

The Exit block completes the scenario. Without it, the scenario will loop through this configured flow until the customer ends the call.

Last Action: Save!

Be sure to click Save to apply your changes. Note that closing your web browser window or tab will close Scenario Builder without saving, and you will lose your work.

Recommended Reading

For more information on inbound voice configuration and bot setup, see these Bright Pattern tutorials:






How to Create a Chat Scenario That Pops Case or Contact Information

The Agent Desktop application contains robust case and contact management features, allowing your agents to save, search for, and preview just about any information related to interactions; this information lives in internal databases.

Through scenarios, it is possible to make your extensive case and contact information instantly available to agents when interactions begin, all without your agents having to search for it. Not only will this help your agents save precious time, it keeps your returning customers happy, too.

This scenario example shows how, with only a few blocks, it is possible to pop an existing contact's case information to an agent.


How a saved contact's cases look when popped to an agent


Scenario Example

Click the following link to download an annotated version of this chat scenario example.
File:App Screen Pop Customer Cases.zip

For instructions on how to import this file into your contact center, see the Contact Center Administrator Guide, section Scenarios Overview > How to Export and Import Scenarios.

For general information about scenarios, refer to section Scenario Builder Overview.

Scenario Flow

The following chat scenario shows how a saved contact's email address is used to pop related case information to an agent; this is accomplished by using the Bright Pattern Search Object block, the If block, and the Web Screen Pop block.

Designer's note: Most of the configuration steps in this example can be applied in a voice scenario, albeit with the appropriate voice-related blocks and variables; in both chat and voice scenarios, the URLs required in the Web Screen Pop block are the same.

Finally, note that this is an example scenario only and not intended for production use. All conditional exits should be defined with actions for production use.

Scenario Overview

The diagram shown illustrates what the complete scenario looks like when designed in the Scenario Builder application.


Scenario-Pop-Case-Overview-53.PNG


Action 1: (Optional) Use Set Variable to Rename the Email Field

First, we use the Set Variable block to rename the variable $(item.externalChatData.email) as chat.email. Note that renaming $(item.externalChatData.email) is an optional step done to make the variable name easier to type in subsequent blocks.

As a reminder, the variable $(item.externalChatData) pulls information from your configured chat widget; $(item.externalChatData.email) specifically references the email field we have configured in it.


Optional Set Variable block


Action 2: Search for a Matching Email

Next, we use the Bright Pattern Search Object block to search our internal database for an existing contact where the email address matches the value of the variable $(chat.email) (i.e., the email address entered in the chat widget). The results of the search are passed to the Recordset name field, which we name email.RS.


The Bright Pattern Search Object block searches for a matching email address

Action 3: Pass the Searched Email Address Results to an If Block

Next, we add an If block and configure it with two branches: Email Found and Email Not Found; the purpose of this is to be able to dictate different actions depending on whether the email address was found or not.


The If block with two branches


For the Email Found branch, add a condition to check if the string email.RS (i.e., the recordset name from Bright Pattern Search Object contains a value (i.e, "is not empty").


The If block's Email Found branch


For the "Email Not Found" branch, add a condition to check if the string email.RS does not contain a value (i.e., "is empty").


The If block's Email Not Found branch


Action 4: Configure a Web Screen Pop Block on the If Block's "Email Found" Branch

If a value was returned in the recordset name email.RS (i.e., the email address entered in the chat widget matches that of a saved contact), we want the cases associated with this contact to be popped to the agent from a Web Screen Pop block.

In this block, enter the following URL in the URL of the page to open field: https://your_contact_center.brightpattern.com/agentdesktop/contact/currentcontact/cases

From here, if the email address matches one associated with an existing contact, the cases associated with this contact will be popped to the available agent when the chat is connected. If not, no screen pop will occur. For more information on the types of URLs that can be popped, see section Access URLs in this article.


The Web Screen Pop block pops the cases associated with the found contact


Action 4a: Configure a Goto Block on the If Block's "Email Not Found" Branch

If no value was returned in email.RS (i.e., the email address entered in the chat widget does not match that of a saved contact), we want the customer to connect directly to an agent. To do this, we use a Goto block to jump ahead in the scenario to the Find Agent block.

Action 5: Finish with Find Agent/Connect Chat

Finally, we are ready to pass the customer to an agent, whether they were identified or not. To do this, configure your scenario with the two most basic chat scenario blocks: Find Agent and Connect Chat. For more information about these blocks, see How to Create a Basic Scenario. As a reminder, define all conditional exits.


Find Agent and Connect Chat with defined conditional exits

Access URLs

The following is a selection of URLs that can be used in the Web Screen Pop block to pop specific case and contact information.

Case

The following URL can be used to pop case information.

Case Number

<your_contact_center>/agentdesktop/case/number/<case number>

URL Explained

Contact

The following URL can be used to pop contact information.

Contact Tabs

<your_contact_center>/agentdesktop/contact/currentcontact/<details|activities|pending|cases>

URL Explained



Set Variable

This block sets a value for a scenario variable.

Note it is possible to push variables directly to scenarios and workflows if the JavaScript API method postVariable is enabled.


Set Variable block


Settings

Variable name

This is the name of the variable. The Variable name can be set to be anything you like.

Value

The Value is the desired variable value. In the example image shown, the value is $(targetDisconnectedCause), which is being used as a conditional exit in the scenario.

Variables in the $(varname) format can be used as values. Values can be specified as either expressions or literal strings. Literal strings are passed exactly as entered.

Expressions must begin with assignment sign = as the first character. For example, 2+2 will produce 2+2, whereas =2+2 will produce 4. The expression result produces one of the following data types: strings, integers, and floating point numbers.


Editing the Set Variable settings



  1. REDIRECT 5.3:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Built-inFunctions

Call Controls

Agent Desktop contains tools that aid you while you make active calls. These include buttons that allow you to create cases, transfer calls, schedule follow-up activities, and so forth.

The following is a list of controls seen during active phone calls and what they do.


Controls seen during an active call


Service Name

During active phone calls, the name of the service the call is happening on is displayed above the selection of buttons.

Buttons

Add new case

Phone-Control-Case-Icon-53.PNG

The Add new case button allows you to create a new case from the phone call. Cases allow you to make notes on interactions, send emails, and so forth. For more information, see How to Create New Cases.

Dial Pad

Phone-Control-Dial-Pad-Icon-53.PNG

When selected, the Dial Pad, pops out a dial pad, allowing you to either click the keys on the pad or use your keyboard to enter DTMF keys. Note that this may be used to speed dial through external IVRs.

End Call

Phone-Control-End-Call-Icon-53.PNG

The End Call button ends the call when selected.

Flag the call

Phone-Control-Flag-Icon-53.PNG

When selected, the Flag the call button causes a flag to appear on your supervisor's screen, indicating to them that you need help or consultation with the interaction. For more information, see How to Flag an Interaction.

Hold

Phone-Control-Hold-Icon-53.PNG

The Hold button allows you to place a call on hold; callers will hear hold music or any prompts specific to your contact center. It is recommended to place a caller on hold before transferring them. Note that this button is different from the Mute the microphone button.

Initiate transfer or conference

Phone-Control-Transfer-Icon-53.PNG

When selected, the Initiate transfer or conference button pops a window that allows you to conduct a consultation with another agent or supervisor, conduct a conference call with multiple parties, or make a blind transfer. For more information, see How to Make Consultations and Transfers.

Mute the microphone

Phone-Control-Mic-Icon-53.PNG

The Mute the microphone button mutes your microphone; callers will hear silence. Note that this button is different from the Hold button.

Schedule a follow-up activity

Phone-Control-Calendar-Icon-53.PNG

The Schedule a follow-up activity button allows you to schedule follow-up activities in your calendar. For more information, see How to Schedule an Event.

Start recording

Phone-Control-Rec-Icon-53.PNG

If your contact center allows recordings, the Start recording button allows you to manually begin recording the call.

Report a problem with the call

If you experience call quality issues, clicking report a call problem pops a window where you may select the type of issue you are experiencing; the issue is brought to the attention of your contact center administrators. For more information, see How to Report a Call Quality Problem.


Report a problem with the call


Notes

The Notes field is where you may enter any notes about an active interaction. For more information, see How to Enter Dispositions and Notes.

Dispositions

If your call center uses dispositions, you will be able to select the apropriate disposition from the drop-down menu. For more information, see How to Enter Dispositions and Notes.

Dispositions drop-down menu




How to Make an Outbound Call

Outbound calls are calls you make to external numbers of a public telephone network.

Follow these steps to make an outbound call.

Step 1: Enter phone number with prefix (if necessary)

In the Number Input Field, enter the full telephone number of the party you want to call.

To enter the number, you can use either the numeric keys of your keyboard or the Dial Pad tab Dial-Pad-Tab-Icon-50.png. Note that if you begin entering a phone number that you have manually entered and dialed previously, the system will automatically complete the rest of the phone number for you. You can also use the Recent Contacts, Directory, and Favorites to make calls to known outside contacts.


Number Input field and Dial Pad


Prefixes

Depending on your contact center configuration, you may also have to enter a prefix (e.g., "1") for access to the public telephone network before entering the telephone number itself. Sometimes, you may be required to dial different prefixes depending on the destination. You should receive instructions about the use of prefixes from your administrator.


Prefix "1" and phone number in Number Input field


International Calls

To dial internationally, enter the plus ("+") sign and phone number. To enter the plus sign from the Dial Pad, click and hold the “0” button.


Plus sign and phone number in Number Input field


Depending on your contact center configuration, you may have to enter prefix "011" instead of the plus sign.


Prefix "011" and phone number in Number Input field


Step 2: Select service

If the outbound call you are making is associated with a particular service that you provide, click the drop-down menu below the Number Input Field and select the desired service. Note that depending on your system configuration, a service may be automatically associated with the call based on the prefix of the number that you dial. If you are in doubt as to which service to attribute this call to, choose None. Consult your administrator for more specific instructions regarding service selection.


Service selector


Step 3: Click the Initiate call button

Click the Initiate call button Initiate-Call-Button-50.png.

If the called party is available, you will hear the ring back tone in your headset, and you will see a blinking outgoing call icon Outgoing-Call-Icon-50.png in the Active Communications List. When the called party answers, the outgoing call icon will stop blinking, indicating that the call is now established.

Note: Depending on your previous actions, instead of the Initiate call button Initiate-Call-Button-50.png, you may see the Initiate single-step conference button Initiate-Conference-Call-50.png. This button is used to set up a conference with another active call on your desktop. In absence of another active call, this button can be used in the same way as the Initiate call button.



How to Speed Dial Through External IVRs

Part of making outbound calls means having to sometimes navigate through IVRs. An IVR, or interactive voice response, is a phone menu that requires you to either speak or press phone keys to react to computer system prompts; entering in the appropriate prompts ultimately guides your call to the desired contact. IVRs are useful to companies for managing incoming calls, but as a caller, they require extra time and effort on your part to handle.

When making calls to a contact through an IVR, Agent Desktop allows the comma symbol (i.e., “,” ) to be added to phone numbers and extensions entered in the number input field. 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. So, if you know what prompts need to be entered, including pauses allows you to effectively speed dial through the IVR.

How to Configure and Save Phone Numbers with Pauses

In the number input field, comma symbols may be added at the end of a regular number or extension and then between subsequently dialed DTMF keys. Examples of dialed numbers with pauses can look like the following:


How a phone number with added pauses looks in the number input field and the Recent list


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


Creating a new contact with the altered phone number


After saving a specifically dialed phone number to a contact record, all future outbound calls to this contact will include the pauses, allowing you to bypass IVR prompts and reach the contact sooner.


How a saved contact with the altered phone number looks




How to Make Consultations and Transfers

If your contact center accepts calls, occasionally you will need to transfer calls, conduct conference calls, or consult other agents or managers while on an active call. This article shows you how to use the Consult, Conference, Blind Transfer feature while on an active call.


How the Consult, Conference, and Blind Transfer window looks in Agent Desktop


Consult, Conference, Blind Transfer Window

Consult, Conference, Blind Transfer is the window that pops open after clicking on the Initiate transfer or conference Initiate-Transfer-Button-53.PNG button during an active call.


The "Initiate transfer or conference” button in the list of phone controls


From this window, you may do the following:


The Consult, Conference, and Blind Transfer window


Consultation Calls

A consultation call is a call you make to another agent or manager with respect to an active customer call on your desktop. Making consultations allows you to ask others questions while keeping your caller on hold.

To make a consultation call, click on the Initiate transfer or conference Initiate-Transfer-Button-53.PNG button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click on the dropdown menu and select the dial Call-Button-53.PNG button; you will dial the phone number or extension in the number field but the call will not be transferred.

Conference Calls

A conference call is a call where more than one party is actively on a call; conference calls can be useful if your caller wants to speak with a manager.

To make a conference call, click the Initiate transfer or conference Initiate-Transfer-Button-53.PNG button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click on the dropdown menu and select the dial as conference Consult-Call-Button-53.PNG button. From here, all parties will be active on the call.

Recent conference calls can be seen in the Recent list, displayed as the word "Conference"; when you hover your cursor over the word, the contact cards of all parties on the call are displayed.


A recent conference call


Blind Transfers

A blind transfer is when an agent passes a call to another phone number or extension without knowing if the call will be actively received. Blind transfers are useful when callers need to speak with specific agents or departments.

To initiate a blind transfer, click on the Initiate transfer or conference Initiate-Transfer-Button-53.PNG button; this pops the Consult, Conference, Blind Transfer window. After the extension or phone number is entered in the number field, click the blind transfer Blind-Transfer-Button-53.PNG button; the phone call will transfer and the interaction will be completed.

For blind transfers, the name and phone number of the caller will be displayed and stored in the Recent list.

Keyboard Shortcuts

Note that conference calls, consultations, and blind transfers can be made using keyboard shortcuts, also known as hot keys or hotkeys.

The keyboard shortcuts are as follows:


How to Consult a Fellow Agent's State Before Transferring an Interaction to Them

If real-time state icons are enabled for your contact center, they are viewable in your directory as well as in the following:

If you are processing an interaction and need to transfer it to another agent, you can use the icons to determine who is available to transfer the interaction to.

Note: If real-time state icons are not enabled for your contact center, the same process may be used with presence icons.

General Rule

Ideally, the best agents to transfer interactions to are in the Ready state. This state means an agent is ready and waiting to process interactions (i.e., they are not actively working on anything else).


Agents in various states


Check the Directory

The directory is one of the places to view agent real-time states. You can access the directory by clicking the conversations icon or the directory and dial pad icon. To view agents, click on the various team names (e.g., Customer Service).

In the following image, three out of four of the displayed agents are busy or logged out. If you needed to transfer an interaction to one of these agents, Antonio Staten would be the best choice because he is Ready.


Agent Antonio Staten is in the Ready state


In the following image, all three agents are busy (i.e., two are on active calls and one is at lunch). If you needed to transfer an interaction to one of these agents, you could inform the customer they will need to wait for the next available agent, send an internal message to the desired agent, and then transfer the customer when the agent is ready.


Checking agent states lets you know when your coworkers are unavailable


Check the Transfer Dialog Window

If you are actively processing an interaction, the various transfer dialog windows display real-time states too. In the following image, agent Christy Borden called her coworker Beverly Dunton to ask her a question. Unfortunately, Beverly does not know the answer and she wants to see who is available to transfer Christy to.

When Beverly clicks the Initiate transfer or conference Initiate-Transfer-Button-53.PNG button the Consult, Conference, Blind Transfer dialog window pops, allowing her to see that agent Liza Smith from the Customer Service team is available.


Real-time states can be seen from transfer dialog windows




Edit Mode

Users with the privilege Customize Wallboards may edit a wallboard’s layout. If you have been granted the privilege, your wallboards will be displayed in Edit mode with wallboard control elements visible. You can select and edit various parts of the wallboard by clicking or mousing over them.

For information about granting privileges for customizing, pushing, and pulling wallboards, refer to the Contact Center Administrator Guide.


A wallboard in edit mode


Cells

A wallboard is a grid of 12 x 12 cells, which contain information, stats, and metrics. When launching the Wallboard Builder application, if your wallboard has not been configured yet, you will see a grid of 12 cards and/or empty cells, as shown.


Dark-Wallboard-Grid-316.png

If you have the privilege to customize wallboards, the wallboard will be shown in Edit mode, and mousing over a card or cell will enable you to click to edit it. Clicking on any cell creates a new 2 x 2 card if there is space available. It is also possible to create a card by click-dragging across cells.

Note that the size of the card is a multiple of grid cells, and the minimum card size is 2 x 2.

There are two standard color schemes from which to choose: dark (black background and grey cards) and light (light grey background and white cards).


Cards

When mousing over an empty card, graphics for editing the card appear. At the center of each empty card is a “focus bracket” that shows where a card can be placed.


Wallboard focus bracket


When clicked, the plus sign graphic will show a widget selector that allows you to choose the type of widget to be placed in the card.


Select a Widget window


To delete the card and its contents, if any, click the Delete Wallboard-Builder-Delete-Icon-316.png icon located in the upper right-hand corner of the card.


Resizing and Moving Cards

In addition to changing a card's contents, it is possible to change a card's size and placement on the grid.

To resize a card:

Click and drag the corner of the card until it is the desired size. Note that a resized card cannot overlap with another card on the grid.

To move a card:

Drag and drop it onto an empty space on the grid. As with a resized card, a dragged card can be dropped onto empty spaces only, and the cards cannot overlap.


Widget Selector

Widgets are used to display metrics, statistics, news, and other specific information in real-time on your wallboard. Widgets are added to cards on your wallboard using the widget selector. Mousing over a widget highlights it.


You can add a widget to a card by making a selection in the widget selector.


The widget selector groups widgets into three categories:

Widgets from other wallboards are shown in the widget selector according to their configuration and titles.

To select a widget and add it to a card, click on a widget shown in the widget selector. A widget configuration screen will open, presenting widget-specific properties and settings to edit.

Cards that already have defined widgets will display a Delete icon, a Configure icon, and the title and actual data for the widget according to its configuration.


Scalable Display

When displayed, a wallboard scales to the all available space on the Agent Desktop. This means that cards do not keep their aspect ratio (e.g., it is impossible to ensure that cards are always square). Widget content is scaled according to the widget design.

The selector dialog can expand vertically to fit the Agent Desktop. If there are too many items in a section, a scroll bar appears.




Title and Controls

In View mode, the following fields and controls are always shown:


Wallboard title, controls, and Menu


A user with a privilege Customize Wallboards has additional elements that appear on the wallboard while in Edit mode:


Wallboard controls are shown while in Edit mode


Hide Title Bar

An option in the menu called Hide Title Bar controls the title and controls display in View mode. If the Hide Title Bar option is enabled, it is hidden until the user’s mouse hovers over the border area over the top row of cards (i.e., spaces on the wallboard). When Hide Title Bar is disabled, the title reappears, shifting the content down on the display. Once the mouse has left the title area, the title disappears, shifting the content up.


Wallboard view with Hide Title Bar enabled


Hide Title Bar enabled - "mouse over" view

Font Size Views

While in Edit mode, the font size control allows you to adjust the header font size in widgets as well as the text font size in the Agent Grid widget and the Service Grid widget. Enlarging the font size in grids widgets is useful for examining the detailed information they contain. The font slider has seven presets, allowing you to determine the best size for your wallboard. The following images illustrate how the enlarged text looks in an Agent Grid widget. Note that enlarged text works best with fewer widgets.


An Agent Grid at preset 1


An Agent Grid widget at preset 4


An Agent Grid widget at preset 7



About Time Series Widgets

Time series widgets display data from team or service related metrics and charts them over regular time intervals. This visualized data allows you to monitor performance at a glance and analyze it over short or long periods of time. When regular performance levels are known, time series graphs also help you to recognize if something abnormal is happening in your contact center.

Note that Time Series widgets are enabled by service providers; for more information, contact your provider.

Widget Selection

To add time series widgets to your wallboard, you must be in Edit mode. Click inside an empty cards or draw a card on an empty wallboard spot; both actions will bring up the widget selector. Click on the widget type you want, configure its settings, and it will populate the card.

For more information, see Time Series Widgets.


Time series widget selector