Bright Pattern Contact Center version 5.3.19 is a release that includes some features and bug fixes.
Note: If you are upgrading to this version from a previous release, be sure to review the prior What's New documents for any versions you may have skipped past, as these documents include important information about features for each specific version.
Changes in System Behavior
This section describes changes in system behavior for this release.
Enabling the Agent Desktop Extension for Firefox
The Agent Desktop Helper Application is enabled for Firefox through the use of an extension called Agent Desktop Extension. The extension is now installed by clicking a link in the warning message that appears in the Agent Desktop application when users are prompted to install or update the Agent Desktop Helper Application. For detailed instructions on how to enable the extension, please see the Agent Guide, section Installing and Updating the Agent Desktop Helper Application > Firefox.
Chat Widget Styling Cobrowsing Setting
Note that the Chat Widget Styling setting Enable cobrowsing is replaced by the setting Enable co-browsing, which is located in the Contact Center Administrator application, section Scenario Entries > Messaging/Chat > Properties tab. If you had co-browsing previously configured for any of your contact center’s chat widgets, you will need to enable this new setting in order for co-browsing to work.
Chat Widget Tab Minimization and Message Alert
Chatting customers can now minimize and restore the chat widget at any time. When minimized, customers will see a message alert (i.e., a red badge) on the chat widget tab if new chat messages are sent from the agent; the number in the badge represents the number of messages the agent has sent since the widget was minimized. For more information, see the Chat Widget Configuration Guide, section Chat Widget Styling.
The following features have been added or updated for this release.
Co-browsing with Surfly
Bright Pattern Contact Center software now features integration with Surfly, a market-leading co-browsing solution that provides the ability for the agent and the customer to navigate the same web resource at the same time. Co-browsing is an ideal solution for helping customers negotiate confusing web pages, fill out complex forms, and so forth. Note that this integration is currently available for chat services only. For more information, see the Surfly Integration Guide.
Outbound Messaging Campaigns
This version of Bright Pattern Contact Center introduces the new Service & Campaign type Outbound Messaging. When configured, it is possible to automatically generate pre-configured SMS messages, sending them to the destinations specified in calling list records. Note that this feature must be enabled for you by your service provider. For more information, see Administration Tutorials, section Outbound Messaging Campaign Configuration.
For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.