Version 5.3.16

Bright Pattern Documentation

Generated: 8/13/2022 3:38 am
Content is available under license unless otherwise noted.

Teleopti WFM Reports

Teleopti WFM reports are used to provide historical data to the Teleopti WFM application for workforce scheduling/forecasting.

Note that in order to generate Teleopti WFM reports, the WFM Reports feature must be enabled for your contact center by the service provider.

Report Types

Report types are the types of reports that may be generated: Queue, Agent Performance, and Agent Queue.

For more information about the data contained in these reports, please refer to Teleopti's specification titled "Pre-requisites and information. Teleopti WFM integrations – standard historical data. Version 1.4."

Please note that Bright Pattern Contact Center permanently sets values of some fields in these reports to "0." This generally means that either the given parameter was confirmed not to be essential for the scheduling/forecasting functions, or that the corresponding functionality is not supported.

Schedule

Schedule settings allow you to configure automatic Teleopti WFM report generation. The settings are as follows.

Reporting interval

The frequency, in minutes, that reports will be delivered via FTP/SFTP; the default setting is 15 minutes.

Deliver reports

Choose between Daily or Continuously.

Run time

Allows you to configure what time you want the report generated at. To do this, enter a time and select from a drop-down menu the time zone that applies. The default time is "Midnight UTC."

On demand

On Demand settings allow you to generate Teleopti WFM reports on an as-needed basis. Click Schedule to edit the Teleopti WFM On Demand report settings.

Teleopti WFM On Demand report settings

Teleopti WFM On Demand report settings


Time frame

Allows you to select a date range which you would like the report to cover. You may choose from either a predetermined period of time or a custom period. After you have selected the date range, you may configure an hour range in From/To.

The time frame options are as follows:

Note: Weeks run from Sunday to Saturday.

From/To

Displays the date range selected in Time frame. If you change the dates manually, the time frame will change to Custom; you may also configure an hour range using the drop-down menus.

Run at

Allows you to schedule the reporting period configured here for a later time; select the date on the calendar and the hour on the drop-down menu.

Delivery

Where you configure the destination of either the scheduled or on-demand reports.

Transport Protocol

Select FTP or SFTP. Note that the corresponding SMTP settings are configured on the Email Settings > SMTP Configuration page.

FTP/SFTP Server hostname

Enter the FTP/SFTP Server hostname (e.g., "cust.anyftp.com").

Destination folder and file name

Specify the address of the destination folder and file name (e.g., 50Reports/Report.csv where 50Reports is the destination folder and Report is the file name).

FTP username

Specify the FTP username (e.g., "demo@gmail.com").

FTP password

Specify the FTP password.

Test connection

Tests the connection of the FTP username and password.



Teleopti WFM Integration

Integration with the Teleopti WFM (workforce management) application makes it possible to send real-time agent state data to Teleopti for schedule adherence monitoring via API.

The Teleopti WFM integration account connects Bright Pattern Contact Center to Teleopti WFM using Teleopti-provided authentication credentials like URL and auth key.

For this integration, note the following:

Teleopti WFM Integration Account Properties

The parameters that must be configured on the Bright Pattern side to enable the real-time data feed are described as follows.


Teleoptic WFM Integration Account Properties


Name

The name of the integration account.

Periodic Update Interval

The period (in seconds) in which real-time metrics will be updated.

URL

The URL for the real-time feed, which is provided by the Teleopti application administrator.

Source ID

Source ID (string, 50 character max.) identifies your contact center and is received from the Teleopti application administrator.

Auth Key

The authentication key (string) that is provided by the Teleopti application administrator.




SCIM

The SCIM (RFC 7643 / RFC 7644) integration account is required for using the BPCC SCIM-Compliant User Provisioning API. Only one SCIM integration account is allowed for your contact center. If the SCIM integration account is not configured for your contact center, the method Create User will fail to process requests.

For more information, see the BPCC SCIM-compliant User Provisioning API documentation on Postman.

Properties

The properties of the SCIM type of integration account are described as follows.


SCIM integration account properties


Type

SCIM

Name

The name of the integration account (any)

Default team

The team to which the new user should be automatically assigned upon creation.



Users

A user is anyone who may need access to any functionality of Bright Pattern Contact Center. Each user in the Bright Pattern Contact Center configuration must be assigned to a team. The level of users' access to the system's functions is defined by their assigned roles. Thus, you should typically have both the roles and teams defined in your configuration before you begin to register your users.

Most of the users will access Bright Pattern Contact Center via the Agent Desktop application. The exact set of functionality available to a logged-on user via this application depends on the role(s) assigned this user in your contact center configuration.

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 Agent Desktop Helper Application. For more information about the functions of this component and methods of its installation, see section Agent Desktop Helper Application.

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

How to Define and Edit User Information

To view, define, and edit user information, select the Users option from the Users & Teams menu.


Users & Teams > Users


The Users list provides the following information:

Importing Users from a Spreadsheet

You can import user information from an Excel spreadsheet instead of entering it manually. You can also export user information to an Excel spreadsheet. Import and export operations are activated by the arrow buttons at the bottom of the user list view. For information about the spreadsheet format, click the import button. An easy way to obtain a user import template is to add a few users manually first, apply the export operation, and use the produced spreadsheet as an import template.

If you do not wish to use certain records during a particular instance of import, but you would like to keep those records in the spreadsheet for possible use in the future, you can add a column with name Delete to the spreadsheet and set its value to yes for the records that are not to be imported.


Screen Properties

Person tab

The Person screen properties are described as follows. Note that users can change some of their profile properties directly via the Agent Desktop application. These properties are marked with an asterisk (*). For more information, see section Configuring Your User Profile of the Agent Guide.

Note: Some service configuration changes that affect agent behavior are not picked up dynamically by Agent Desktop. Thus, after making a change to user information that appears in the user's profile, we recommend that all affected agents re-login to Agent Desktop and/or refresh their browser page.


Users > Person tab


Username

Username is the name that the user will enter when logging in to Agent Desktop or any other Bright Pattern application. Username is mandatory and must be unique within the contact center.

Note that a username can be changed; in order for changes to be made, this feature must be enabled by your service provider for your contact center. If enabled, username changes can be done only via the Contact Center Administrator application and the BPCC SCIM-Compliant User Provisioning API. Username changes cannot be done via the Agent Desktop application, user import, or the BPCC Configuration API.

When changing a username, please consider the following:

Password

Password is the password that the user will enter when logging into Agent Desktop or any other Bright Pattern application. This field is displayed for new users only and its specification is mandatory. Note that some rules related to password complexity (i.e., length, special characters, etc.) may be defined and enforced at the service provider level.

Confirm password

The Confirm password field is mandatory.

Change password

The Change password option is displayed for existing users only, and it is used to change the selected user’s password. This option will typically be used by an administrator to change passwords of other users. Users can change their own passwords via the Agent Desktop application.

API secret

The API secret is a unique, secret string that identifies the user (i.e., user credentials). The API secret is used during authentication to request an access token for Bright Pattern APIs, such as the Configuration API and others.

Disabled

Disabled indicates whether the user is active. Select this checkbox to disable user's access to all system functions temporarily. Disabled users are shown dimmed in the user list view.

Note that inactive user accounts may also be disabled automatically. See section Security Policy for more information. Disabled users are still counted as named users in your configuration.

User must change password on next login

This property indicates whether the user will be forced to change the password upon the next login. To comply with the PCI DSS security standard, select this checkbox for every new user.

As soon as the user changes the password, the check mark will be removed automatically. You can force the user to change password at any time by selecting this checkbox again.

This property exists to support manual password change enforcement. Note that the system also supports automatic password expiration. See section Security Policy for more information. The related automatic password changes are not reflected by this property.

Lockout

Lockout indicates whether this user can access the system or is currently locked out due to a security policy violation. See section Security Policy for more information. You can click the link to view current lockout status. If the user account is locked out, you can unlock it by clicking the Unlock button.

First name

First name is the user’s first name. This field is mandatory.

Last name

Last name is the user’s last name. This field is mandatory.

Team

Team is the team to which this user is assigned. A Bright Pattern Contact Center user must be assigned to a team, and a user cannot be assigned to more than one team. See section Teams for considerations regarding assignment of users to teams.

Note that teams may be associated with services. Upon assignment to such a team, the user may get a corresponding service skill with a certain level automatically. You can change the level or remove the skill from the user manually using the Skill Levels option.

Training Class

Training Class, a feature of the Omni QM module, allows you to define a training class for a given user. Training Classes are created in the Contact Center Administrator application, section Users & Teams > Training Classes. Training Class is used as an optional search parameter in select QM Reports; for more information, contact your service provider.

Supervisor in charge

Supervisor in charge, a feature of the Omni QM module, allows you to define a specific supervisor as being responsible for a given user. Supervisor in charge is used as an optional search parameter in select QM Reports; for more information, contact your service provider.

Record calls

The Record calls checkbox allow you to record a specific agent's calls. Note: If call recording is enabled as a global setting, this checkbox option will change to Do not record calls and you can mark specific agents to not record.

Title

Title is the user’s job title. This property is used for information only. For user’s access privileges, see section Roles below.

About me

About me is the optional information that users will typically enter themselves via their Agent Desktop profile settings.

Photo

This is the user’s photo. The photo will appear in the Contact Info Panel of the Agent Desktop application during internal communications. If you use chat services, the photo can also be displayed to customers when they communicate with this agent via chat. To upload a photo, click upload. To remove the photo, click remove.

The default maximum size of uploaded photos is 10 MB; the photo will be compressed to fit the user interface elements where it is displayed. Note that the maximum size of uploaded files may be further limited by your service provider.

Maximum concurrent chats - Limit number of chats on the agent

Maximum concurrent chats lets you define the total number of concurrent chats an agent will process at a given time. If this setting is configured, the system will choose the smaller number from between this setting and the Omni-Channel Routing setting for chat (i.e., if chat is configured at the maximum, too).

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

Contacts tab

Users > Contacts tab


Chat nickname

Chat nickname is the name that will be displayed to other parties when they communicate with this user via chat.

Rank

Rank is the user’s rank. This optional setting can be used as an additional selection criterion in custom agent reports. This setting is essential for users who are agents only.

Phone extension

Phone extension is the extension number of the user’s softphone. This mandatory setting must contain numeric characters only and must be unique within the contact center. Note that if you have any hardphones registered in the system, their numbers cannot be assigned as users' phone extensions. See section Hardphones for more information.

The extension can be used in combination with a user’s PIN code for phone login (see below) for authentication through interfaces that only accept numeric input (e.g., an IVR system).

Bright Pattern Contact Center assigns extension numbers to new users automatically in ascending order starting from 1000. You can change the default number to any other value. In this case, the default extension number assigned to the next new user will be the newly defined value + 1. Extension numbers are recycled (i.e., when you delete a user, that user's extension number will be assigned by default to the next new user).

A user’s extension number cannot be changed while the user is logged on to that extension; if a change is attempted, an error message will display, "Cannot change extension number while agent is logged on that extension." Also note that the user can log in with a different number (e.g., a hardphone number).

For more information about user phone device options, see section Selecting a Phone Device of the Agent Guide.

Forward all calls for ext…

This indicates whether call forwarding is activated for the user’s phone extension.

Call forwarding can also be activated via the extension’s properties; see section Softphones. Section Forwarding and Voicemail Operation explains how forwarding will work with various phone devices that the user can select upon login.

Note that call forwarding takes priority over voicemail. If the user has had voicemail enabled (see below), activation of call forwarding for this user will automatically disable the voicemail function.

to

This field represents the phone number to which incoming calls will be forwarded. The phone number must be specified if the Forward all calls to ext… checkbox is selected.

Forward on no answer after

Forward on no answer after is the time (in seconds) after which incoming calls will be forwarded to the number specified if the user is logged on and does not answer. The amount of time must be specified if the Forward all calls to ext… checkbox is selected. For immediate (unconditional) forwarding, set the timeout to 0.

If the user is unreachable (busy or logged out), incoming calls will be forwarded to the specified number immediately, regardless of this setting.

Default hardphone number

Default hardphone number is the extension number of the hardphone assigned to the user. This setting is optional but if specified, it must be one of the existing hardphone extension numbers (see section Hardphones). This parameter should be defined only for users who normally use permanently assigned hardphones installed at their personal desks. To log into the Agent Desktop application with this hardphone, the user should select option Default phone. For more information about a user’s phone device options, see section How to Select a Phone Device of the Agent Guide.

The call forwarding settings will not take effect on the default hardphone. Instead, the forwarding settings configured for the hardphone itself will apply (see section Hardphones).

Enable voicemail

Enable voicemail indicates whether the voicemail function is enabled for the user. For general voicemail settings, see section Voicemail.

Section Forwarding and Voicemail Operation explains how voicemail will work with various phone devices that the user can select upon login.

Note that call forwarding takes priority over voicemail. The voicemail function cannot be enabled if the user already has call forwarding activated. If the user has had voicemail enabled, a temporary activation of call forwarding for this user will automatically disable the voicemail function; however, the voicemail configuration (the No Answer timeout and current greeting) will be preserved and will take effect as soon as call forwarding is deactivated.

Send to voicemail after

Send to voicemail after is the time in seconds after which an incoming call will be forwarded to voicemail if the user is logged on and does not pick up the call. The amount of time must be specified if the Enable voicemail checkbox is selected.

If the user is unreachable (busy or logged out), incoming calls will be sent to the user’s voicemail immediately, regardless of this setting.

Use this voicemail greeting

This option lets you upload up to three different personal voicemail greetings for the user and select which one should be used. Individual greetings may be deleted as necessary.

Users can also record their personal greetings directly via their Agent Desktop application. For more information see section Configuring Your Voicemail of the Agent Guide.

Work phone

Work phone is the user’s work phone. This optional setting is used for informational purposes only.

Mobile phone

Mobile phone is the user’s mobile phone number. This optional setting is used for informational purposes only.

PIN code for phone login

The PIN is the user’s numeric password that can be used in combination with user’s Phone extension for authentication through interfaces that accept only numeric input (e.g., an interactive voice response (IVR) system).

Email address

Email address is the user’s email address that the system will use for delivery of password reset instructions, voicemail messages, and scheduled reports. It must be specified if the voicemail is enabled because the user will be notified of new voicemail messages via email.

Note that this email address is not used for distribution of service email interactions to the agents.


Location tab

This tab lets you specify various optional properties related to a user’s geographical location.


Users > Location tab


Region

The geographic region for the user (e.g., "US"). This property is required.

Your contact center is associated with a region by default. The Region selector is used to initialize user region at the time of creation. If your service provider has enabled multiple regions to be used for your contact center, you will be able to select a non-default region for the user from the selector.

Time zone

The time zone for the user (e.g., "-08:00 America/Los_Angeles"). This property is required.

Country

The country in which the user works (e.g., "United States"). This property is optional.

State/Province

The state or province in which the user works (e.g., "CA"). This property is optional.

City

The city in which in which the user works (e.g., "San Bruno"). This property is optional.


Login Info tab

This tab provides a variety of user login information; it may be consulted for quick user diagnostics. The properties are as follows.


Users > Login Info tab


Last login

Captures the date and time the user is first authenticated within the system for the day (i.e., the Contact Center Administrator application or the Agent Desktop application); note that it is not updated if the user opens additional applications or changes to/from the Supervision mode

Last logout

Captures the date and time the user last logged out of the application for the day (i.e., the Contact Center Administrator application or the Agent Desktop application)

Browser type and version

Displays the name and the version of the web browser the user used in the most recent session

Selected phone device option

Displays the phone device option the user used in the most recent session

OS

Displays the name of the user's operating system

IP address (public)

The public IP address of the user

Raw User-Agent string

Displays the HTTP User-Agent browser identification header, which is automatically submitted by the web browser


Roles tab

A user can be assigned any number of roles that define what kind of system functionality can be accessed. For more information, see section Roles. Select a role from the list in order to assign it to the user.


Users > Roles tab


By default, new users do not have any roles assigned to them. Since the majority of users registered in your configuration are likely to be agents, you can configure automatic assignment of the Agent role to every new user. See the description of property Assign this role to newly created users in section Roles for more information.



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.




List of Error Messages

The following is a list of error messages that you might encounter while working in the Agent Desktop application. These error messages are presented in alphabetical order. Each provides recommendations about what you can/should do when you encounter them. If the recommended actions do not help, contact your system administrator.

If an error message that you encounter is not listed, the only recommended action is to report such an error to your system administrator immediately.


Agent Desktop could not connect to any agent servers - please check if there is network connectivity.

When you see this message, access to the Agent Server is not possible; this could be caused by a variety of issues. Check if your computer has network connectivity. If you can connect via other applications but keep getting this error in Agent Desktop, contact your system administrator.


A limit of 50 favorite entries was reached.

You cannot enter a new favorite contact because you have reached the limit of 50 entries for your favorite contacts. Consider deleting some of your existing favorite contacts before entering new ones.


A network connectivity issue is impacting your phone device.

This is an indication that your Agent Desktop does not have a voice connection to the system. If you intended to login with a phone, but the phone is not active, a banner is shown that cannot be closed and you are placed into a special "Not Ready" agent state.

This message may be shown if you are logging in with one of the phone options and do not have the Agent Desktop Helper Application installed on your computer (or the corresponding Chrome extension if you are using Chrome as your browser). See section Installing/Updating Agent Desktop Helper Application for more information.

Note: Your attempts to install/update Agent Desktop Helper Application may be blocked by your browser (depending on its security settings) and/or some anti-virus software running on your computer. Typically in this case you will see a warning message asking you to either cancel or confirm the download/install. Choose the confirm/allow/proceed option to proceed with the installation/upgrade. If in doubt, contact your system administrator.

You can check if the component is installed on your computer by looking up its name in the list of installed programs (Windows Start Menu > Control Panel > Programs and Features). For the Chrome browser, you should also check whether the corresponding Agent Desktop Chrome Extension is installed and enabled in your Chrome browser (Chrome > More tools... > Extensions).

If the above components are installed and enabled, the next step will be to restart the Agent Desktop Helper Application:

If you are using the Dial-in and keep line open option for your phone, redial the designated number.

Notes:


A problem with voice quality is detected, please check your network connection.

Agent Desktop continuously monitors voice quality parameters of your phone calls. This message is displayed when any of those parameters get out of the acceptable quality range. Once the quality improves, this message will be automatically removed from your desktop.

This message does not necessarily mean that you will not be able to carry on your phone conversation. In most cases, you should be able to finish your current call normally.

You can do the following to improve the voice quality:

If you keep getting this message, report the problem to your system administrator even if you do not notice any real degradation of speech.

If the degradation of voice quality is noticeable to you or to the people you talk to, consider making yourself Not Ready to prevent delivery of new customer calls to you and report the problem to your system administrator.

Note that the alert is on average jitter and packet loss over 10 seconds; it triggers when the packet reception time jitter exceeds 20msec or packet loss exceeds 10 packets (2%).


Access denied.

Depending on the security policies of your organization, your system may be configured to allow access only from a limited number of IP addresses. This message indicates that the address of the computer you are trying to log in from is not within the predefined address range. You can try to login from another computer or contact your system administrator for help.

This message may also be displayed when the system “believes” that you are trying to listen to a voicemail message intended for someone else. Double-check the corresponding email notification to see that it was sent to you from the system and not forwarded by someone else.


Another user is already logged in with this phone.

You may see this message when you log in with a hardware phone (option An internal phone of the Phone Device menu). It indicates that someone else is already logged on with the number that you have entered for your hardware phone.

Check the number that you have entered for your phone and try again.


Exceeding limit of [XXX]KB per article for Knowledge Base.

This error message indicates that the article you are trying to create for the Knowledge Base exceeds the maximum article size.

Try to shorten the article. If you believe the article cannot be shortened without affecting information or readability, contact your system administrator.


Invalid username or password.

Check the username and password that you have entered and try again.


Microphone and speakers are not recognized.

Make sure that your headset is properly connected to the computer.


Microphone is not recognized.

Make sure that your headset is properly connected to the computer.


Not enough privileges for requested operation.

You may see this message when trying to perform an operation that you are not authorized to perform. If you believe you should be allowed to perform the operation in question, contact your system administrator.


Outbound calls not allowed.

This message is displayed when you try to make an outbound call and indicates that you are not authorized to make any outbound calls. If you believe you should be allowed to make outbound calls, contact your system administrator.


Phone call cannot be established.

You may receive this message when trying to listen to a voicemail message that you received as a link in an email. It indicates that the attempt to call your phone has failed.

Make sure that you are logged on to your Agent Desktop application with a phone device option corresponding to your current phone setup and click the voicemail message link again.


Phone is not present in dial plan.

You may see this message when you log in with a hardware phone (option An internal phone of the Phone Device menu). It indicates that the number that you have entered for your hardware phone is not configured in the system.

Check the number that you have entered for your phone and try again.


Phone line is down. Please dial in and keep line open to enable calling.

This message is displayed as a reminder when you log in with the Dial in and keep line open phone device option. When you use this option for your phone, you should call a designated phone number as soon as you log in in order to set up the nailed connection.

Dial the designated number and follow the instructions.

Please fill out required fields.

You may see this message when working with a web form. It indicates that you are trying to complete processing of the form without entering all required information.

Check the form and fill out all fields marked with the red line.


Speakers are not recognized.

Make sure that your headset is properly connected to the computer.


The user is already logged in. Force log in?

This message usually indicates that you are already logged into the system on another computer.

Click Ok to close the “remote” login session. You will be logged on to the system from your current computer. The “remote” session will be closed with the following notification: This session was logged out automatically because you just logged in somewhere else.


This session was logged out automatically because you just logged in somewhere else.

See the description of message The user is already logged in. Force log in? in this errors list.


You are in the [No answer] state because you did not accept a customer interaction at [HH:MM]. Select the Ready state when ready to handle customer interactions.

If you do not accept an incoming service call, chat, or email within a certain amount of time, the system will return the interaction to the queue and change your state to Not Ready with the “No answer” reason. (Note that because Not Ready reason names are customizable you may see something other than “No answer” in the message text.) This is done to prevent other interactions from being distributed to you in case you accidentally leave your desk without making yourself Not Ready manually.

You can manually make yourself Ready when you are ready to handle interactions again.


You are in the [Connection loss] state because at [HH:MM] a call to this phone was not delivered due to network, firewall, or computer configuration issues. Please ensure this phone can accept calls before switching into the Ready state.

If a call cannot be delivered to you due to problems with your network connection, firewall, or computer configuration, the system will return the interaction to the queue and change your state to Not Ready with the “Connection loss” reason. (Note that because Not Ready reason names are customizable you may see something other than “Connection loss” in the message text.). This is done to prevent other interactions from being distributed to you while the problem persists.

Report this message to your system administrator. When the problem is resolved, you can manually make yourself Ready.


You have been logged out by [Name] at [HH:MM].

This message indicates that you have been manually logged out of the system by your supervisor. Contact your supervisor about the possible reasons.


Your platform is not supported by softphone plugin.

This message indicates one of the following:

For Macintosh computers only, this message may also indicate that support of Macintosh is disabled in the system.

You can either try to login from another computer or contact your system administrator for help.




Single Sign-On Integration

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

Note that only one instance can be created per contact center.

Note that SSO bypass is allowed by privilege. For more information, see section Privileges.

For specific instructions on configuring SSO with specific providers see Administration Tutorials, section Integrations.

Properties

There are two types of properties for Single Sign-On integration accounts: Agent Desktop SSO and Admin SSO. You can enable just Agent Desktop SSO functionality and keep Admin login credentials local or you can enable both Agent Desktop and Admin SSO functionality.


Single Sign-On integration account properties


Name

The name of the integration account (any name).

Enable Single Sign-On

Select the checkbox to enable single sign-on functionality for the Agent Desktop application.

Use SSO for administrator portal login

Select the checkbox in order to enable SSO for users of the Contact Center Administrator application (i.e., the "administrator portal") who have the admin role.

Identity Provider Single Sign-On URL

The login URL of your identity provider.

Identity Provider Issuer

The unique identifier of your identity provider.

Identity Provider Certificate

The contents of the SAML certificate that the identity provider uses to sign the SAML tokens that it sends to the application.

Enable Just-in-time user provisioning

Select this checkbox to enable Just-in-time user provisioning (JIT). JIT user provisioning automatically creates call center users on the first SSO login attempt authorized by the identity provider.

Note that JIT is disabled if SSO is not enabled.

You should enable JIT user provisioning if:

When creating a new user using JIT user provisioning:

Use Template

Select this checkbox to copy assignments (e.g., roles, teams, skills, etc.) from a specific user, and apply them to new call center users created by JIT user provisioning.

Note that SSO templates are required if JIT user provisioning enabled. SSO templates are disabled if JIT user provisioning is disabled.







Known Issues and Workarounds

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


Reports do not display properly in Firefox 67

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

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

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

  2. Search for preference security.webauth.u2f

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


Embedded Agent Desktop Widget in Safari

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


Externally Linked Images in Jaspersoft Reports

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


Workaround for Integration With Multiple Salesforce Accounts

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

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

Should you experience this issue, take the following steps:

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


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


Windows Administrative Remote Assist Task Manager

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


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


To work around this issue: