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).

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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?

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-<translate>= Bright Pattern Contact Center Documentation =
+= 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.
+[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]])
+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">
-<div class="col-xs-12 col-md-6 col-lg-12">
-<div class="panel panel-info">
-<div class="panel-heading">We also would like to invite you to our new [https://community.brightpattern.com/ Community] site, a place to share your experience and learn from fellow users! [https://community.brightpattern.com/  Join here ]</div>
-</div><!-- End of pan -->
+<div class="col-xs-12 col-md-6 col-lg-4">
-</div><!-- end of col 1-->
+==<i class="far fa-newspaper"></i> What's New==
-</div><!-- End of row 1-->
+* [[WhatsNew/Version5.30.0 |5.30 Manage Dialing Attempt Limits, Granular Timezone Control, Configurable SSO Logout URL]]
+* [[WhatsNew/Version5.29.0 |5.29 OneCloud UCaaS integration, Quick disposition buttons in case search]]
+* [[WhatsNew/Version5.28.0 |5.28 AI Agents, Whisper Transcription, and improved STT Services Management]]
+* [[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]]
+</div>
-<div class="flex-row row">
 <div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
-<div class="panel-heading"><h4>Agents <i class="fa fa-phone-volume" style="float:right; font-size: 24px;"></i></h4></div>
-<div class="panel-body">
-Setup, tutorials, and troubleshooting for agents working in Agent Desktop
-<btn>
+==<i class="fa fa-headphones"></i> Agents==
-Read the Docs||btn-primary
+*[[latest:Agent-guide/Setup/LoggingIn | Logging In ]]
-* latest:Agent-guide/Welcome| Agent Guide
+*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Helper application, softphone installation ]]
-* latest:Agent-guide/Setup/AgentDesktopHelperApplication |  Agent Desktop Helper Application Installation
+*[[latest:Agent-guide/Setup/PhoneDevice | Phone device selection ]]
-* latest:Agent-guide/Tutorials/Agent | Tutorials
+*[[latest:Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | Answering a call ]]
-* latest:QM/Agents/OmniQMforAgents | Omni QM
+*[[latest:Agent-guide/Work/CasesEmail/MyCasesInterface | Handling email and cases]]
-</btn><!-- end of button -->
+*[[latest:Agent-guide/Help/ErrorMessages | Error Messages ]]
-<btn> 5.2:Agent-guide/Purpose/ja | 日本語</btn>
+*Omni QM:[[latest:QM/Agents/HowtoAcceptorRejectanEvaluation | Accept/reject evals]],[[latest:QM/Agents/HowtoViewandUnderstandYourQualityScore | your score]]
+*[[latest:Agent-guide/Tutorials/Overview | Tutorials ]]
+*[[latest:Agent-guide/Welcome | more]] [[latest:Agent-guide/Welcome/ja | 日本語]]
 </div>
-</div><!-- End of pan -->
-</div><!-- end of col 1-->
 <div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
+==<i class="fa fa-binoculars"></i> Supervisors==
-<div class="panel-heading"><h4>Administration <i class="fa fa-wrench" style="float:right; font-size: 24px;"></i></h4></div>
+* [[latest:Supervisor-guide/ServicesDashboard | Services dashboard]]
-<div class="panel-body">
+* [[latest:Supervisor-guide/CallMonitoring,CoachingandBarge-in | Coaching and barge-in]]
-Reference guides, tutorials and API specs for admins using Contact Center Administrator
+* [[latest:Supervisor-guide/GeneralInformationAboutCampaignOperation | Campaign operation, intro]]
-<btn>
+* [[latest:Supervisor-guide/AgentMetricsView | Agent metrics]]
-Read the Docs||btn-primary
+* [[latest:Supervisor-guide/ListofServiceMetrics | Service metrics]]
-* latest:Contact-center-administrator-guide/Introduction| Contact Center Administrator Guide
+* [[latest:Supervisor-guide/SupervisorTutorials | Tutorials]]
-* latest:Api |  APIs
+* [[latest:Supervisor-guide/WorkingasaSupervisor | more]] [[latest:Supervisor-guide/WorkingasaSupervisor/ja | 日本語]]
-* latest:Chat-widget-configuration-guide/Purpose |  Chat Widgets
-* latest:Form-builder-reference-guide/Purpose | Forms
-* latest:MobileAppGuide/Welcome | Mobile App Administrator Guide
-* latest:QM/Admins/OmniQMforAdmins | Omni QM
-* latest:Scenario-builder-reference-guide/About | Scenarios
-* latest:Tutorials-for-admins/Overview | Tutorials
-* latest:Virtual-queue-tutorial/Overview |  Virtual Queue
-* latest:Wallboard-builder-reference-guide/Purpose | Wallboards
-* latest:Workflow-builder-reference-guide/Purpose |  Workflows
-</btn><!-- end of button --> <btn> 5.2:Contact-center-administrator-guide/Purpose/ja | 日本語 </btn>
 </div>
-</div><!-- End of pan -->
-</div><!-- end of col 1-->
+</div> <!--row-->
-<div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
+<br/>
-<div class="panel-heading"><h4>Supervisors <i class="fa fa-binoculars" style="float:right; font-size: 24px;"></i></h4></div>
-<div class="panel-body">
+<div class="flex-row row"><div class="col-xs-12 col-md-6 col-lg-4">
-Tutorials and training for supervisors managing teams on Agent Desktop
+==<i class="fa fa-play-circle"></i> Getting Started ==
-<btn>
+*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Agent Helper Application, softphone install ]]
-Read the Docs||btn-primary
+*[[latest:Contact-center-administrator-guide/Tutorials/ConfigurationQuickStart | Admin: Config quick start]]
-* latest:Supervisor-guide/Purpose |  Supervisor Guide
+*[[latest:MobileAppGuide/Setup/Configuration | Setting up mobile app]]
-* latest:Agent-guide/Welcome| Agent Guide
+*[[latest:Tutorials | Tutorials / howtos]]
-* latest:Contact-center-administrator-guide/AgentDesktopHelperApplication |  Agent Desktop Helper Application Installation
+*[[Running Contact Center Software Using Docker|Running contact center software in Docker]]
-* latest:QM/Supervisors/OmniQMforSupervisors | Omni QM for Supervisors
-* latest:QM/QualityEvaluators/OmniQMforQualityEvaluators | Omni QM for Quality Evaluators
-* latest:Supervisor-guide/Tutorials/Overview | Tutorials
-* latest:Wallboard-user-guide/Purpose| Wallboard User Guide
-</btn><!-- end of button --> <btn> latest:Supervisor-guide/Purpose/ja | 日本語 </btn>
 </div>
-</div><!-- End of pan test -->
-</div><!-- end of col 1-->
-</div><!-- End of row 1-->
-<div class="flex-row row">
 <div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
-<div class="panel-heading"><h4>What's New? <i class="fa fa-info-circle" style="float:right; font-size: 24px;"></i></h4></div>
+==<i class="fa fa-cog"></i> Administrators==
-<div class="panel-body">
+* [[latest:Contact-center-administrator-guide/UsersandTeams/Overview | Users, teams and skills]]
-Read about the features added to Bright Pattern Contact Center in version 5.18.3.
+* 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]]
-<btn>WhatsNew/Version5.18.3 | Release Notes | btn-primary </btn><!-- end of button --> <btn>WhatsNew/Version5.3.5/ja | 日本語 </btn>
+* [[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><!-- End of pan -->
-</div><!-- end of col 1-->
 <div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
+==<i class="fa fa-wrench"></i> Service Development ==
-<div class="panel-heading"><h4>Tutorials <i class="fa fa-graduation-cap" style="float:right; font-size: 24px;"></i></h4></div>
+* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Variables|Scenario Variables]] [[latest:Workflow-builder-reference-guide/Variables | (+workflow vars)]]
-<div class="panel-body">
+* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FindAgent | Find Agent block]]
-How-to guides for all Bright Pattern Contact Center software users
+* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FetchURL | Fetch URL block for web integrations]]
-<btn> latest:Tutorials | Read the Docs|btn-primary </btn><!-- end of button -->
+* [[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 pan -->
-</div><!-- end of col 1-->
-<div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
-<div class="panel-heading"><h4>Reporting <i class="fa fa-filter" style="float:right; font-size: 24px;"></i></h4></div>
-<div class="panel-body">
-Reference guides and specs for accessing and understanding reporting database metrics
-<btn>
-Read the Docs||btn-primary
-* latest:Custom-reporting-tutorial/Purpose| Custom Reporting Tutorial
-* latest:Reporting-database-specification/Purpose| Reporting Database Specification
-* latest:Reporting-reference-guide/Purpose| Reporting Reference Guide
-</btn><!-- end of button -->
-</div>
-</div><!-- End of pan -->
-</div><!-- end of col 1-->
 </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">
-<div class="panel panel-default">
+==<i class="fa fa-filter"></i> Reporting==
-<div class="panel-heading"><h4>API Reference <i class="fa fa-code" style="float:right; font-size: 24px;"></i></h4></div>
+* [[latest:Reporting-reference-guide/AllMetrics | All real-time metrics]]
-<div class="panel-body">
+* [[latest:Reporting-reference-guide/CallDetailReport | Call Detail report]] [[latest:Reporting-database-specification/call_detail | (+table reference)]]
-API methods for managing users, interactions, recordings, and more
+* [[latest:Reporting-reference-guide/GeneralInformationAboutAccesstoReportsandRecords | All reports ]] [[latest:Reporting-database-specification/Purpose | (+ all tables reference)]]
-<btn> latest:Api| API Reference |btn-primary </btn><!-- end of button -->
+* [[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><!-- End of pan -->
-</div><!-- end of col 1-->
 <div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
+==<i class="fa fa-graduation-cap"></i> Outbound Dialing and Messaging ==
-<div class="panel-heading"><h4>Integrations<i class="fa fa-plug" style="float:right; font-size: 24px;"></i></h4></div>
+* [[latest:Tutorials-for-admins/HowtoConfigureOutboundCampaigns| How to set up]]
-<div class="panel-body">
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-General | General settings]]
-CRM and mobile messenger integration configuration, setup, and tutorials
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-DialRules | Dial rules]]
-<btn>
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-CallingHours | Calling hours]]
-Read the Docs||btn-primary
+* [[latest:Tutorials-for-admins/Lists/Overview | List management ]] [https://documenter.getpostman.com/view/6735878/T1DtdFDu?version=latest (+API)]
-* latest:ActiveDirectoryPasswordReset/Overview | Active Directory Password Reset
+* [[latest:Tutorials-for-admins/Services/OutboundMessagingCampaign/Overview|Outbound messaging campaigns]]
-* latest:Crm-integrations |  CRM Integrations
+* [[latest:Supervisor-guide/Tutorials/Campaigns/Overview | Campaign operator console]]
-* latest:Messenger-integrations |  Messenger Integrations
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-Diagnostics | Diagnostics]]
-* latest:Contact-center-administrator-guide/ApplicationNotes/MicrosoftTeamsIntegrationConfiguration/Overview | Microsoft Teams
-* latest:More-integrations | More Integrations
-</btn><!-- end of button -->
 </div>
-</div><!-- End of pan -->
-</div><!-- end of col 1-->
 <div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
+==<i class="fa fa-star"></i> Omni Quality Management ==
-<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]]
-<div class="panel-body">
+* [[latest:QM/EvalHome/Search | Search presets for evaluation selections]]
-Contact Bright Pattern Customer Success and Support for general help, FAQ, and more
+* [[latest:QM/EvalConsole/ConductingEvaluations | Evaluating interactions]]
-<btn>
+* [[latest:QM/Admins/HowtoConductCalibrations | Calibrations]]
-Contact Us||btn-primary
+* [[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
+* [[latest:QM/Admins/OmniQMforAdmins | more]]
-* https://www.brightpattern.com/contact-center-support | Support
-</btn><!-- end of button -->
 </div>
-</div><!-- End of pan -->
-</div><!-- end of col 1-->
 </div><!-- End of row 3-->
-=== Version 3.x Documentation ===
+<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 [[5.8: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).
+<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 -->
-</translate>
+=== 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).