Latest revision as of 18:34, 27 February 2025

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!

API Reference

Integrations

Support and FAQ

Looking for Partner Docs?

Bright Pattern Contact Center Hosting Partner Docs and Downloads Version 5.x are available for hosting partners and on-premises/private cloud customers learning about system installation, configuration, and service management. Please sign in to view (see the User button at the top of the page).

@@ Line 1: / Line 1: @@
-<translate>
+= Bright Pattern Contact Center Software Documentation =
-== Bright Pattern Contact Center Documentation ==
+[https://www.brightpattern.com/omnichannel-contact-center/ 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. ([[Ex_Main_Page | Previous main page]])
-Your success is our goal. Bright Pattern documentation covers all aspects of Bright Pattern Contact Center cloud contact center software from version 3.x through version 5.0. Browse our reference materials, tutorials, and API specifications to learn more about Bright Pattern applications, configuration/installation, system requirements, new features, reporting, integrations, APIs, and more.
-We provide documentation for product versions 3.16, 5.0, and all previous versions.
+Also visit our [https://community.brightpattern.com/ Community] site, a place to share your experience and learn from fellow users!
+<div class="flex-row row">
-=== Version 3.16 ===
+<div class="col-xs-12 col-md-6 col-lg-4">
-{|border="0" style="border-collapse:collapse" cellpadding="5"
+==<i class="far fa-newspaper"></i> What's New==
-| '''[[3.16:documentation/SystemAdministratorDocs|ADMIN DOCS]]'''
+* [[WhatsNew/Version5.30.0 |5.30 Manage Dialing Attempt Limits, Granular Timezone Control, Configurable SSO Logout URL]]
-| '''[[3.16:documentation/AgentDocs|AGENT DOCS]]'''
+* [[WhatsNew/Version5.29.0 |5.29 OneCloud UCaaS integration, Quick disposition buttons in case search]]
-| '''[[3.16:documentation/SupervisorDocs|SUPERVISOR DOCS]]'''
+* [[WhatsNew/Version5.28.0 |5.28 AI Agents, Whisper Transcription, and improved STT Services Management]]
-| '''[[3.16:documentation/PartnerDocs|PARTNER DOCS]]'''
+* [[WhatsNew/Version5.27.0 |5.27 Task Routing, MS Teams as a Service Channel, Merging contacts and more]]
-|-
+* [[WhatsNew/Version5.26.0 |5.26 E-mail escalations and XML support in Fetch URL]]
-|| [[File:BPCC-Main-316.png|200px|link=3.16:documentation/SystemAdministratorDocs|Contact Center Administrator 3.16]]
+</div>
-|| [[File:AD-Main-316.png|200px|link=3.16:documentation/AgentDocs|Agent Desktop 3.16]]
-|| [[File:AD-Super-Main-316.png|200px|link=3.16:documentation/SupervisorDocs|Supervisor Agent Desktop 3.16]]
-|| [[File:Sys-Part-Main-316.png|200px|link=3.16:documentation/PartnerDocs|Partners 3.16]]
-|-
-|}
+<div class="col-xs-12 col-md-6 col-lg-4">
-=== Version 5.0 ===
+==<i class="fa fa-headphones"></i> Agents==
-{|border="0" style="border-collapse:collapse" cellpadding="5"
+*[[latest:Agent-guide/Setup/LoggingIn | Logging In ]]
-| '''[[5.0:documentation/SystemAdministratorDocs|ADMIN DOCS]]'''
+*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Helper application, softphone installation ]]
-| '''[[5.0:documentation/AgentDocs|AGENT DOCS]]'''
+*[[latest:Agent-guide/Setup/PhoneDevice | Phone device selection ]]
-| '''[[5.0:documentation/SupervisorDocs|SUPERVISOR DOCS]]'''
+*[[latest:Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | Answering a call ]]
-| '''[[5.0:documentation/PartnerDocs|PARTNER DOCS]]'''
+*[[latest:Agent-guide/Work/CasesEmail/MyCasesInterface | Handling email and cases]]
-|-
+*[[latest:Agent-guide/Help/ErrorMessages | Error Messages ]]
-|| [[File:BPCC-Main-50.png|200px|link=5.0:documentation/SystemAdministratorDocs|Contact Center Administrator 5.0]]
+*Omni QM:[[latest:QM/Agents/HowtoAcceptorRejectanEvaluation | Accept/reject evals]],[[latest:QM/Agents/HowtoViewandUnderstandYourQualityScore | your score]]
-|| [[File:Agent-Desktop-1A-50.png|200px|link=5.0:documentation/AgentDocs|Agent Desktop 5.0]]
+*[[latest:Agent-guide/Tutorials/Overview | Tutorials ]]
-|| [[File:AD-Super-Main-50.png|200px|link=5.0:documentation/SupervisorDocs|Supervisor Agent Desktop 5.0]]
+*[[latest:Agent-guide/Welcome | more]] [[latest:Agent-guide/Welcome/ja | 日本語]]
-|| [[File:Deployment-Main-50.png|200px|link=5.0:documentation/PartnerDocs|Partners 5.0]]
+</div>
-|-
-|}
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<i class="fa fa-binoculars"></i> Supervisors==
+* [[latest:Supervisor-guide/ServicesDashboard | Services dashboard]]
+* [[latest:Supervisor-guide/CallMonitoring,CoachingandBarge-in | Coaching and barge-in]]
+* [[latest:Supervisor-guide/GeneralInformationAboutCampaignOperation | Campaign operation, intro]]
+* [[latest:Supervisor-guide/AgentMetricsView | Agent metrics]]
+* [[latest:Supervisor-guide/ListofServiceMetrics | Service metrics]]
+* [[latest:Supervisor-guide/SupervisorTutorials | Tutorials]]
+* [[latest:Supervisor-guide/WorkingasaSupervisor | more]] [[latest:Supervisor-guide/WorkingasaSupervisor/ja | 日本語]]
+</div>
-=== Previous Versions ===
+</div> <!--row-->
-[[Previous_Versions|See documentation for versions 3.8 through 3.15.]]
+<br/>
-=== All Manuals and Guides ===
+<div class="flex-row row"><div class="col-xs-12 col-md-6 col-lg-4">
-To view all manuals and guides in our documentation, make a selection from the book selection bar at the top of this page.</translate>
+==<i class="fa fa-play-circle"></i> Getting Started ==
+*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Agent Helper Application, softphone install ]]
+*[[latest:Contact-center-administrator-guide/Tutorials/ConfigurationQuickStart | Admin: Config quick start]]
+*[[latest:MobileAppGuide/Setup/Configuration | Setting up mobile app]]
+*[[latest:Tutorials | Tutorials / howtos]]
+*[[Running Contact Center Software Using Docker|Running contact center software in Docker]]
+</div>
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<i class="fa fa-cog"></i> Administrators==
+* [[latest:Contact-center-administrator-guide/UsersandTeams/Overview | Users, teams and skills]]
+* 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]]
+* [[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)]]
+* [[latest:Form-builder-reference-guide/HowtoConfigureActivityForms | Configuring agent activity forms]]
+* [[latest:Contact-center-administrator-guide/CallCenterConfiguration/GeneralSettings | General settings]]
+* [[latest:Tutorials-for-admins/Integrations/MicrosoftAzureAD | Setting up Azure SSO]]
+* [[latest:Virtual-queue-tutorial/Overview | Setting up virtual queue]]
+* [[latest:Tutorials-for-admins/Overview | Tutorials]]
+* [[latest:Contact-center-administrator-guide/Introduction | more]] [[latest:MobileAppGuide/Welcome | (+mobile)]]
+</div>
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<i class="fa fa-wrench"></i> Service Development ==
+* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Variables|Scenario Variables]] [[latest:Workflow-builder-reference-guide/Variables | (+workflow vars)]]
+* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FindAgent | Find Agent block]]
+* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FetchURL | Fetch URL block for web integrations]]
+* [[latest:Scenario-builder-reference-guide/AboutScenarioBlocks|Scenario blocks]] [[latest:Workflow-builder-reference-guide/AWSLambda| (+workflow blocks)]]
+* [[latest:Scenario-builder-reference-guide/Exercises/ConversationalIVRScenario | Conversational IVR howto]]
+* [[latest:Scenario-builder-reference-guide/Exercises/Overview | Exercises]]
+* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Built-inFunctions | Built-in functions in scenarios]]
+* [[latest:Scenario-builder-reference-guide/ScenarioBuilderOverview | more]] [[latest:Workflow-builder-reference-guide/WorkflowBuilderOverview | (+about workflow)]]
+</div>
+</div><!-- End of row 2-->
+<br/>
+<div style="background-color: #f4f4f4; padding: 10px">
+<div class="flex-row row">
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<i class="fa fa-filter"></i> Reporting==
+* [[latest:Reporting-reference-guide/AllMetrics | All real-time metrics]]
+* [[latest:Reporting-reference-guide/CallDetailReport | Call Detail report]] [[latest:Reporting-database-specification/call_detail | (+table reference)]]
+* [[latest:Reporting-reference-guide/GeneralInformationAboutAccesstoReportsandRecords | All reports ]] [[latest:Reporting-database-specification/Purpose | (+ all tables reference)]]
+* [[latest:Custom-reporting-tutorial/ImportingandModifyingReportTemplates | Modfiying report templates]] [[latest:Reporting-reference-guide/ReportGeneration#How_to_Customize_Reports|(+simple customization)]]
+* [[latest:Custom-reporting-tutorial/Overview | SQL Query >> to .CSV file]]
+* [[latest:Reporting-reference-guide/InteractionRecordsSearch | Interaction search]]
+* [[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)]]
+</div>
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<i class="fa fa-graduation-cap"></i> Outbound Dialing and Messaging ==
+* [[latest:Tutorials-for-admins/HowtoConfigureOutboundCampaigns| How to set up]]
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-General | General settings]]
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-DialRules | Dial rules]]
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-CallingHours | Calling hours]]
+* [[latest:Tutorials-for-admins/Lists/Overview | List management ]] [https://documenter.getpostman.com/view/6735878/T1DtdFDu?version=latest (+API)]
+* [[latest:Tutorials-for-admins/Services/OutboundMessagingCampaign/Overview|Outbound messaging campaigns]]
+* [[latest:Supervisor-guide/Tutorials/Campaigns/Overview | Campaign operator console]]
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-Diagnostics | Diagnostics]]
+</div>
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<i class="fa fa-star"></i> Omni Quality Management ==
+* [[latest:QM/Admins/HowtoCreateandConfigureaNewEvaluationForm | Form definition]]
+* [[latest:QM/EvalHome/Search | Search presets for evaluation selections]]
+* [[latest:QM/EvalConsole/ConductingEvaluations | Evaluating interactions]]
+* [[latest:QM/Admins/HowtoConductCalibrations | Calibrations]]
+* [[latest:Reporting-database-specification/evaluation_results | Evaluation results]]
+* [[latest:QM/Admins/HowtoConfigureTrainingClassesandSupervisorinCharge | Training class and supervisor report dimensions]]
+* [[latest:QM/Admins/OmniQMforAdmins | more]]
+</div>
+</div><!-- End of row 3-->
+<br/>
+<div class="flex-row row">
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<i class="fa fa-flask"></i> API Reference ==
+* [[latest:Embedded-agent-desktop-sdk-specification/Purpose | Embedded Agent Desktop JS API - (+demo)]]
+* [[latest:AgentDesktop-client-side-javascript-api-specification/APIMethods | New Widget Client-Side JS API]] - [https://help.brightpattern.com/crm-client-example/ (+demo)]
+* [[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 2.0]
+* [https://documenter.getpostman.com/view/8336025/2sA3Qy5U4z List API 3.0]
+* [https://documenter.getpostman.com/view/6711197/S1EUtb1f Interaction Content (Recordings)]
+* [[latest:Api|more]]
+</div>
+<div class="col-xs-12 col-md-6 col-lg-4">
+==<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]
+</div>
+</div><!-- End of row 4-->
+</div><!-- gray -->
+=== Looking for Partner Docs? ===
+Bright Pattern Contact Center [[Latest:Documentation/PartnerDocs |  Hosting Partner Docs and Downloads Version 5.x]] are available for hosting partners and on-premises/private cloud customers 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).

Navigation menu

Latest revision as of 18:34, 27 February 2025

Bright Pattern Contact Center Software Documentation

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?

Contentsto top