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Bright Pattern Contact Center Software 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. ( Previous main page)

Also visit our Community site, a place to share your experience and learn from fellow users!

What's New

• 5.26 with E-mail escalations and XML support in Fetch URL and more
• 5.25.1 Real Time Agent Assist STT Enhancement and Universal Repeater widget support for MS Dynamics Channel Integration Framework CIF 2.0
• 10DLC Rules for Business-to-consumer SMS Messaging
• 5.24 auto logouts, Verint Scorecards, enhanced comms widget,real-time list metrics, and more
• 5.23 with native WhatsApp and more
• Hunt groups
• Remote Assist updates

Agents

• Logging In
• Helper application, softphone installation
• Phone device selection
• Answering a call
• Handling email and cases
• Error Messages
• Omni QM: Accept/reject evals, your score
• Tutorials
• more 日本語

Supervisors

• Services dashboard
• Coaching and barge-in
• Campaign operation, intro
• Agent metrics
• Service metrics
• Tutorials
• more 日本語

Getting Started

• Agent Helper Application, softphone install
• Admin: Config quick start
• Setting up mobile app

Administrators

• Users, teams and skills
• Routing: Calls and chats, Omnichannel, Email
• Configuring web chat (+setting up chat widget) (+bots)
• Configuring agent activity forms
• General settings
• Setting up Azure SSO
• Setting up virtual queue
• Tutorials
• more (+mobile)

Service Development

• Scenario Variables (+workflow vars)
• Find Agent block
• Fetch URL block for web integrations
• Scenario blocks (+workflow blocks)
• Conversational IVR howto
• Exercises
• Built-in functions in scenarios
• more (+about workflow)

Reporting

• All real-time metrics
• Call Detail report (+table reference)
• All reports (+ all tables reference)
• Modfiying report templates (+simple customization)
• SQL Query >> to .CSV file
• Interaction search
• Real-time wallboard
• Agent top bar dashboard (+dashboard metrics)

Outbound Dialing and Messaging

• How to set up
• General settings
• Dial rules
• Calling hours
• List management (+API)
• Outbound messaging campaigns
• Campaign operator console
• Diagnostics

Omni Quality Management

• Form definition
• Search presets for evaluation selections
• Evaluating interactions
• Calibrations
• Evaluation results
• Training class and supervisor report dimensions
• more

API Reference

• Embedded Agent Desktop JS API - (+demo)
• New Widget Client-Side JS API - (+demo)
• Simple JS API for screen-popped pages
• Simple .NET API (+full)
• List API 2.0
• List API 3.0
• Interaction Content (Recordings)
• more

Integrations

• CRM Integrations:
  • Salesforce.com
  • MS Dynamics 365
  • more
• Digital messengers
• Microsoft Teams
• Active Directory password reset
• more

Support and FAQ

• Frequently Asked Questions
• Contact Bright Pattern
• Bright Pattern Support

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 at the top of the page).