From Bright Pattern Documentation
Jump to: navigation, search
 
(155 intermediate revisions by 10 users not shown)
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]])
−
Welcome to Bright Pattern! Get familiar with Bright Pattern omnichannel cloud contact center software and explore all features of our applications:
 
−
* '''Agent Desktop''' for real-time customer interactions
 
−
* '''Contact Center Administrator''' for contact center configuration
 
−
* '''Service Provider''' for system management
 
  
 +
Also visit our [https://community.brightpattern.com/ Community] site, a place to share your experience and learn from fellow users!
  
−
== Getting Started ==
+
<div class="flex-row row">
−
Bright Pattern helps brands create effortless customer experiences. Cloud-first and omnichannel by design, our software makes it easy to create continuous conversations with customers on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our tools for automation, reporting, quality management, and workforce management to help increase agent productivity and engagement.
 
  
 +
<div class="col-xs-12 col-md-6 col-lg-4">
 +
==<i class="far fa-newspaper"></i> What's New==
 +
* [[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>
  
−
== Doc Organization and Versioning ==
+
<div class="col-xs-12 col-md-6 col-lg-4">
−
Documentation is organized first by product version number and then by user type (see section [[QQQ#Who_You_Are|Who You Are]]). There are two major versions of Bright Pattern Contact Center: '''3''' and '''5'''. When searching the documentation, it is important to know which software version you are using, as the features included in each version may differ.
 
  
−
The number breaks down as follows:
+
==<i class="fa fa-headphones"></i> Agents==
−
<blockquote>
+
*[[latest:Agent-guide/Setup/LoggingIn | Logging In ]]
−
version #.#.# = major release. maintenance release.minor update
+
*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Helper application, softphone installation ]]
−
</blockquote>
+
*[[latest:Agent-guide/Setup/PhoneDevice | Phone device selection ]]
 +
*[[latest:Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | Answering a call ]]
 +
*[[latest:Agent-guide/Work/CasesEmail/MyCasesInterface | Handling email and cases]]
 +
*[[latest:Agent-guide/Help/ErrorMessages | Error Messages ]]
 +
*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>
  
−
=== Latest Version ===
+
<div class="col-xs-12 col-md-6 col-lg-4">
−
The latest version of Bright Pattern Contact Center is version '''5.2.1'''.
+
==<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>
  
−
For users of version 3 software, the latest version is '''3.16.2'''.
+
</div> <!--row-->
  
−
=== All Versions ===
+
<br/>
−
[[Previous_Versions|See documentation for versions 3.8 through 5.2.]]
 
  
 +
<div class="flex-row row"><div class="col-xs-12 col-md-6 col-lg-4">
 +
==<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>
  
−
== Who You Are ==
+
<div class="col-xs-12 col-md-6 col-lg-4">
−
Our documentation is designed to help you understand applications based on your role, whether you're a partner, system administrator, supervisor, or agent.
 
  
−
Learn the ins and outs of the Bright Pattern solution via reference materials, tutorials, and API specifications, which explain Bright Pattern applications, configuration, installation, system requirements, new features, reporting, integrations, APIs, and more.
+
==<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>
  
−
=== Partners ===
+
<div class="col-xs-12 col-md-6 col-lg-4">
−
Bright Pattern partners may access special docs related to system installation, configuration, and service management.
+
==<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>
  
−
[[5.0:documentation/PartnerDocs|Version 5 Partner Docs]] are available upon login to this documentation platform. Partners can log in using the User button [[File:Helpsite-Login-52.PNG|26px]] at the top of this page.
+
</div><!-- End of row 2-->
  
−
[[3.16:documentation/PartnerDocs|Version 3 Partner Docs]] are available on the Partner Portal.
+
<br/>
  
−
=== Administrators ===
+
<div style="background-color: #f4f4f4; padding: 10px">
−
Admins responsible for the configuration and management of their contact center should reference:
 
−
[[3.16:documentation/SystemAdministratorDocs|Version 3 Admin Docs]]
 
−
[[5.0:documentation/SystemAdministratorDocs|Version 5 Admin Docs]]
 
  
−
=== Supervisors ===
+
<div class="flex-row row">
−
Users who are assigned to supervise teams will find the following resources helpful:
 
−
[[3.16:documentation/SupervisorDocs|Version 3 Supervisor Docs]]
 
−
[[5.0:documentation/SupervisorDocs|Version 5 Supervisor Docs]]
 
  
−
=== Agents ===
+
<div class="col-xs-12 col-md-6 col-lg-4">
−
Contact center agents can discover the tools available on our unified Agent Desktop:
+
==<i class="fa fa-filter"></i> Reporting==  
−
[[3.16:documentation/AgentDocs|Version 3 Agent Docs]]
+
* [[latest:Reporting-reference-guide/AllMetrics | All real-time metrics]]
−
[[5.0:documentation/AgentDocs|Version 5 Agent Docs]]
+
* [[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>
  
−
== Questions? ==
+
<div class="col-xs-12 col-md-6 col-lg-4">
−
We're happy to help with any questions you might have! Search our documentation, contact [https://www.brightpattern.com/contact-center-support|Customer Success Management], or connect with us via the [https://www.brightpattern.com/bright-pattern-company/contacts|Contact Us] page. You can also post comments to documentation articles.
+
==<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-->
  
−
</translate>
+
<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).

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!

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 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 Helpsite-Login-52.PNG at the top of the page).

Retrieved from "https://help.brightpattern.com/index.php?title=Main_Page&oldid=161709"