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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. | 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. | ||
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* [[Scenario-builder-reference-guide/Exercises/Overview | Scenario-Building Exercises]] | * [[Scenario-builder-reference-guide/Exercises/Overview | Scenario-Building Exercises]] | ||
* [[Scenario-builder-reference-guide/ScenarioBlocks/Overview | Scenario Block Definitions]] | * [[Scenario-builder-reference-guide/ScenarioBlocks/Overview | Scenario Block Definitions]] | ||
| − | * [[Scenario-builder-reference-guide/VariablesandExpressions/Overview | Variables and Expressions]] | + | * [[Scenario-builder-reference-guide/Reference/CRMObjectsFields| Standard Fields for CRM Objects]] |
| − | * [[Scenario-builder-reference-guide/VoicePromptsandSegments/Overview | Voice Prompts and Segments]] | + | * [[Scenario-builder-reference-guide/Reference/VariablesandExpressions/Overview | Variables and Expressions]] |
| + | * [[Scenario-builder-reference-guide/Reference/VoicePromptsandSegments/Overview | Voice Prompts and Segments]] | ||
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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. | 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. | ||
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Latest revision as of 04:03, 29 May 2024
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:
- Scenario-Building Exercises
- Scenario Block Definitions
- Standard Fields for CRM Objects
- Variables and Expressions
- Voice Prompts and Segments
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.
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.