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==<i class="far fa-newspaper"></i> What's New==
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<div class="panel-heading"><h4>Agents <i class="fa fa-phone-volume" style="float:right; font-size: 24px;"></i></h4></div>
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* [[WhatsNew/Version5.23.0 | 5.23 with native WhatsApp and more]]
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* [[WhatsNew/Version5.21.0#Hunt_and_Call_Pickup_Groups_2 | Hunt groups]]
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* [[WhatsNew/Version5.21.0#Remote_Assist_Enhancements_2 | Remote Assist updates]]
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* [[WhatsNew/Version5.20.0#Integrate_with_Google_Streaming_Speech_to_Text | Google real-time speech to text, Watson custom model]]
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* [[WhatsNew/Version5.20.0#Outbound_Campaigns | Outbound dialing updates]]
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* [[WhatsNew/Version5.17.0#Bright_Pattern_Mobile_App | Mobile App for agents ]]
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* [[WhatsNew/Version5.17.0#Omni_DID | Omnichannel DIDs]]
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* latest:Agent-guide/Welcome| Agent Guide
 
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* latest:Agent-guide/Setup/AgentDesktopHelperApplication |  Agent Desktop Helper Application Installation
 
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* latest:Agent-guide/Tutorials/Agent | Tutorials
 
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* latest:QM/Agents/OmniQMforAgents | Omni QM
 
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==<i class="fa fa-headphones"></i> Agents==
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<div class="panel-heading"><h4>Administration <i class="fa fa-wrench" style="float:right; font-size: 24px;"></i></h4></div>
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*[[latest:Agent-guide/Setup/LoggingIn | Logging In ]]
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*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Helper application, softphone installation ]]
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Reference guides, tutorials and API specs for admins using Contact Center Administrator
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*[[latest:Agent-guide/Setup/PhoneDevice | Phone device selection ]]
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*[[latest:Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | Answering a call ]]
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*[[latest:Agent-guide/Work/CasesEmail/MyCasesInterface | Handling email and cases]]
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* latest:Contact-center-administrator-guide/Introduction| Contact Center Administrator Guide
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*[[latest:Agent-guide/Help/ErrorMessages | Error Messages ]]
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* latest:Api | APIs
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*Omni QM:[[latest:QM/Agents/HowtoAcceptorRejectanEvaluation | Accept/reject evals]],[[latest:QM/Agents/HowtoViewandUnderstandYourQualityScore | your score]]
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* latest:Chat-widget-configuration-guide/Purpose | Chat Widgets
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*[[latest:Agent-guide/Tutorials/Overview | Tutorials ]]
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* latest:Form-builder-reference-guide/Purpose | Forms
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*[[latest:Agent-guide/Welcome | more]] [[latest:Agent-guide/Welcome/ja | 日本語]]
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* latest:MobileAppGuide/Welcome | Mobile App Administrator Guide
 
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* latest:QM/Admins/OmniQMforAdmins | Omni QM
 
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* latest:Scenario-builder-reference-guide/About | Scenarios
 
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* latest:Tutorials-for-admins/Overview | Tutorials
 
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* latest:Virtual-queue-tutorial/Overview | Virtual Queue
 
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* latest:Wallboard-builder-reference-guide/Purpose | Wallboards
 
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* latest:Workflow-builder-reference-guide/Purpose | Workflows
 
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==<i class="fa fa-binoculars"></i> Supervisors==
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<div class="panel-heading"><h4>Supervisors <i class="fa fa-binoculars" style="float:right; font-size: 24px;"></i></h4></div>
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* [[latest:Supervisor-guide/ServicesDashboard | Services dashboard]]
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* [[latest:Supervisor-guide/CallMonitoring,CoachingandBarge-in | Coaching and barge-in]]
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Tutorials and training for supervisors managing teams on Agent Desktop
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* [[latest:Supervisor-guide/GeneralInformationAboutCampaignOperation | Campaign operation, intro]]
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* [[latest:Supervisor-guide/AgentMetricsView | Agent metrics]]
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* [[latest:Supervisor-guide/ListofServiceMetrics | Service metrics]]
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* latest:Supervisor-guide/Purpose | Supervisor Guide
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* [[latest:Supervisor-guide/SupervisorTutorials | Tutorials]]
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* latest:Agent-guide/Welcome| Agent Guide
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* [[latest:Supervisor-guide/WorkingasaSupervisor | more]] [[latest:Supervisor-guide/WorkingasaSupervisor/ja | 日本語]]
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* latest:Contact-center-administrator-guide/AgentDesktopHelperApplication | Agent Desktop Helper Application Installation
 
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* latest:QM/Supervisors/OmniQMforSupervisors | Omni QM for Supervisors
 
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* latest:QM/QualityEvaluators/OmniQMforQualityEvaluators | Omni QM for Quality Evaluators
 
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* latest:Supervisor-guide/Tutorials/Overview | Tutorials
 
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* latest:Wallboard-user-guide/Purpose| Wallboard User Guide
 
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==<i class="fa fa-play-circle"></i> Getting Started ==
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<div class="panel-heading"><h4>What's New? <i class="fa fa-info-circle" style="float:right; font-size: 24px;"></i></h4></div>
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*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Agent Helper Application, softphone install ]]
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<div class="panel-body">
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*[[latest:Contact-center-administrator-guide/Tutorials/ConfigurationQuickStart | Admin: Config quick start]]
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Read about the features added to Bright Pattern Contact Center in version 5.20.0.
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*[[latest:MobileAppGuide/Setup/Configuration | Setting up mobile app]]
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==<i class="fa fa-cog"></i> Administrators==
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<div class="panel-heading"><h4>Tutorials <i class="fa fa-graduation-cap" style="float:right; font-size: 24px;"></i></h4></div>
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* [[latest:Contact-center-administrator-guide/UsersandTeams/Overview | Users, teams and skills]]
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* Routing: [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FindAgent | Calls and chats]], [[latest:Contact-center-administrator-guide/CallCenterConfiguration/Omni-ChannelRouting | Omnichannel]], [[latest:Tutorials-for-admins/Email/Routing | Email]]
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How-to guides for all Bright Pattern Contact Center software users
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* [[latest:Tutorials-for-admins/Chat/HowtoConfigureWebChat | Configuring web chat]] [[latest:Tutorials-for-admins/Chat/HowtoUsetheChatWidgetHTMLSnippet | (+setting up chat widget)]] [[latest:Tutorials-for-admins/AI/HowtoIntegrateBotswithChat | (+bots)]]
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* [[latest:Form-builder-reference-guide/HowtoConfigureActivityForms | Configuring agent activity forms]]
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* [[latest:Contact-center-administrator-guide/CallCenterConfiguration/GeneralSettings | General settings]]
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* [[latest:Tutorials-for-admins/Integrations/MicrosoftAzureAD | Setting up Azure SSO]]
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* [[latest:Virtual-queue-tutorial/Overview | Setting up virtual queue]]
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* [[latest:Tutorials-for-admins/Overview | Tutorials]]
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* [[latest:Contact-center-administrator-guide/Introduction | more]] [[latest:MobileAppGuide/Welcome | (+mobile)]]
 
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==<i class="fa fa-wrench"></i> Service Development ==
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<div class="panel-heading"><h4>Reporting <i class="fa fa-filter" style="float:right; font-size: 24px;"></i></h4></div>
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* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Variables|Scenario Variables]] [[latest:Workflow-builder-reference-guide/Variables | (+workflow vars)]]
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<div class="panel-body">
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* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FindAgent | Find Agent block]]
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Reference guides and specs for accessing and understanding reporting database metrics 
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* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FetchURL | Fetch URL block for web integrations]]
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* [[latest:Scenario-builder-reference-guide/AboutScenarioBlocks|Scenario blocks]] [[latest:Workflow-builder-reference-guide/AWSLambda| (+workflow blocks)]]
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* [[latest:Scenario-builder-reference-guide/Exercises/ConversationalIVRScenario | Conversational IVR howto]]
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* latest:Custom-reporting-tutorial/Purpose| Custom Reporting Tutorial
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* [[latest:Scenario-builder-reference-guide/Exercises/Overview | Exercises]]
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* latest:Reporting-database-specification/Purpose| Reporting Database Specification
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* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Built-inFunctions | Built-in functions in scenarios]]
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* latest:Reporting-reference-guide/Purpose| Reporting Reference Guide
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* [[latest:Scenario-builder-reference-guide/ScenarioBuilderOverview | more]] [[latest:Workflow-builder-reference-guide/WorkflowBuilderOverview | (+about workflow)]]
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==<i class="fa fa-filter"></i> Reporting==
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<div class="panel-heading"><h4>API Reference <i class="fa fa-code" style="float:right; font-size: 24px;"></i></h4></div>
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* [[latest:Reporting-reference-guide/AllMetrics | All real-time metrics]]
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<div class="panel-body">
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* [[latest:Reporting-reference-guide/CallDetailReport | Call Detail report]] [[latest:Reporting-database-specification/call_detail | (+table reference)]]
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API methods for managing users, interactions, recordings, and more
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* [[latest:Reporting-reference-guide/GeneralInformationAboutAccesstoReportsandRecords | All reports ]] [[latest:Reporting-database-specification/Purpose | (+ all tables reference)]]
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* [[latest:Custom-reporting-tutorial/ImportingandModifyingReportTemplates | Modfiying report templates]] [[latest:Reporting-reference-guide/ReportGeneration#How_to_Customize_Reports|(+simple customization)]]
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* [[latest:Custom-reporting-tutorial/Overview | SQL Query >> to .CSV file]]
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* [[latest:Reporting-reference-guide/InteractionRecordsSearch | Interaction search]]
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* [[latest:Supervisor-guide/Wallboard | Real-time wallboard ]]
 +
* [[latest:Contact-center-administrator-guide/UsersandTeams/Teams#Dashboard_tab | Agent top bar dashboard ]] [[latest:Contact-center-administrator-guide/UsersandTeams/AgentDashboardMetrics | (+dashboard metrics)]]
 
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==<i class="fa fa-graduation-cap"></i> Outbound Dialing and Messaging ==
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<div class="panel-heading"><h4>Integrations<i class="fa fa-plug" style="float:right; font-size: 24px;"></i></h4></div>
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* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-General | Outbound intro]]
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<div class="panel-body">
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* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-DialRules | Dial rules]]
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CRM and mobile messenger integration configuration, setup, and tutorials
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* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-CallingHours | Calling hours]]
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* [[latest:Tutorials-for-admins/Lists/Overview | List management ]] [https://documenter.getpostman.com/view/6735878/T1DtdFDu?version=latest (+API)]
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* [[latest:Tutorials-for-admins/Services/OutboundMessagingCampaign/Overview|Outbound messaging campaigns]]
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* latest:ActiveDirectoryPasswordReset/Overview | Active Directory Password Reset
+
* [[latest:Supervisor-guide/Tutorials/Campaigns/Overview | Campaign operator console]]
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* latest:Crm-integrations | CRM Integrations
+
* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-Diagnostics | Diagnostics]]
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* latest:Messenger-integrations | Messenger Integrations
 
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* latest:Contact-center-administrator-guide/ApplicationNotes/MicrosoftTeamsIntegrationConfiguration/Overview | Microsoft Teams
 
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* latest:More-integrations | More Integrations
 
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==<i class="fa fa-star"></i> Omni Quality Management ==
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<div class="panel-heading"><h4>Support and FAQ<i class="fa fa-life-ring" style="float:right; font-size: 24px;"></i></h4></div>
+
* [[latest:QM/Admins/HowtoCreateandConfigureaNewEvaluationForm | Form definition]]
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<div class="panel-body">
+
* [[latest:QM/EvalHome/Search | Search presets for evaluation selections]]
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Contact Bright Pattern Customer Success and Support for general help, FAQ, and more
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* [[latest:QM/EvalConsole/ConductingEvaluations | Evaluating interactions]]
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* [[latest:QM/Admins/HowtoConductCalibrations | Calibrations]]
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Contact Us||btn-primary
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* [[latest:Reporting-database-specification/evaluation_results | Evaluation results]]
−
* https://www.brightpattern.com/bright-pattern-company/contacts | Contact Us
+
* [[latest:QM/Admins/HowtoConfigureTrainingClassesandSupervisorinCharge | Training class and supervisor report dimensions]]
−
* latest:Faq/AboutFAQ| FAQ
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* [[latest:QM/Admins/OmniQMforAdmins | more]]
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* https://www.brightpattern.com/contact-center-support | Support
 
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=== Version 3.x Documentation ===
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<br/>
−
[https://help3x.brightpattern.com/3.18:Documentation/PartnerDocs/Releases/3.18.0 Click here for Bright Pattern Contact Center version 3.x documentation]. Note that you may require a separate user account for access.
 
−
 
 
−
=== Looking for Partner Docs? ===
 
−
Bright Pattern Contact Center [[Latest:Documentation/PartnerDocs |  Partner Docs and Downloads Version 5.x]] and [https://help3x.brightpattern.com/3.18:Documentation/PartnerDocs Partner Docs Version 3.x] are available for partners learning about system installation, configuration, and service management. Please sign in to view (see the User button [[File:Helpsite-Login-52.PNG|26px]] at the top of the page).
 
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==<i class="fa fa-flask"></i> API Reference ==
 +
* [[latest:Embedded-agent-desktop-sdk-specification/Purpose | Embedded Agent Desktop JS API]]
 +
* [[latest:AgentDesktop-client-side-javascript-api-specification/APIMethods | New Widget Client-Side JS API]]</li>
 +
* [[latest:Desktop-javascript-api-specification/Purpose | Simple JS API for screen-popped pages]]
 +
* [[latest:Simplified-desktop-net-api-specification/Purpose | Simple .NET API]] [[latest:Desktop-integration-api-net-version-tutorial/GeneralInformation | (+full)]]
 +
* [https://documenter.getpostman.com/view/6735878/T1DtdFDu?version=latest List API]
 +
* [https://documenter.getpostman.com/view/6711197/S1EUtb1f Interaction Content (Recordings)]
 +
* [[latest:Api|more]]
 +
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==<i class="fa fa-plug"></i> Integrations==
 +
* CRM Integrations:
 +
** [[latest:Sfdc-integration-guide/IntegrationScope | Salesforce.com]]
 +
** [[latest:Microsoft-dynamics-365-integration-guide/Introduction/About | MS Dynamics 365]]
 +
** [[latest:Crm-integrations | more]]
 +
* [[latest:Messenger-integrations | Digital messengers ]]
 +
* [[latest:Contact-center-administrator-guide/ApplicationNotes/MicrosoftTeamsIntegrationConfiguration/Overview | Microsoft Teams]]
 +
* [[latest:ActiveDirectoryPasswordReset/Overview | Active Directory password reset]]
 +
* [[latest:More-integrations | more]]
 +
</div>
 +
<div class="col-xs-12 col-md-6 col-lg-4">
 +
==</i><i class="fa fa-life-ring"></i> Support and FAQ==
 +
* [[latest:Faq/AboutFAQ | Frequently Asked Questions]]
 +
* [https://www.brightpattern.com/contact-bright-pattern/ Contact Bright Pattern]
 +
* [https://www.brightpattern.com/contact-center-support/ Bright Pattern Support]
 +
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=== Looking for Partner Docs? ===
 +
Bright Pattern Contact Center [[Latest:Documentation/PartnerDocs |  Partner Docs and Downloads Version 5.x]] are available for partners learning about system installation, configuration, and service management. Please sign in to view (see the User button [[File:Helpsite-Login-52.PNG|26px]] at the top of the page).
 
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Revision as of 00:59, 19 October 2023

<translate>= Bright Pattern Contact Center Documentation = Bright Pattern Contact Center software helps brands create effortless customer experiences on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our reference guides and tutorials using the following drop-down buttons.

We also would like to invite you to our new Community site, a place to share your experience and learn from fellow users! Join here

What's New

Agents

Supervisors


Getting Started

Administrators

Service Development


Reporting

Outbound Dialing and Messaging

Omni Quality Management


API Reference

Integrations

Support and FAQ

Looking for Partner Docs?

Bright Pattern Contact Center Partner Docs and Downloads Version 5.x are available for partners learning about system installation, configuration, and service management. Please sign in to view (see the User button Helpsite-Login-52.PNG at the top of the page). </translate>

Retrieved from "https://help.brightpattern.com/index.php?title=Main_Page&oldid=141768"