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).

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

@@ Line 1: / Line 1: @@
-<translate>= Bright Pattern Contact Center Documentation =
+= Bright Pattern Contact Center Software Documentation =
-Welcome to Bright Pattern!
+[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]])
-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.
+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="flex-row row">
 <div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
+==<i class="far fa-newspaper"></i> What's New==
-<div class="panel-heading"><h4>Agents <i class="fa fa-volume-control-phone" style="float:right; font-size: 24px;"></i></h4></div>
+* [[WhatsNew/Version5.30.0 |5.30 Manage Dialing Attempt Limits, Granular Timezone Control, Configurable SSO Logout URL]]
-<div class="panel-body">
+* [[WhatsNew/Version5.29.0 |5.29 OneCloud UCaaS integration, Quick disposition buttons in case search]]
-Setup, tutorials, and troubleshooting for agents working in Agent Desktop
+* [[WhatsNew/Version5.28.0 |5.28 AI Agents, Whisper Transcription, and improved STT Services Management]]
-<btn>
+* [[WhatsNew/Version5.27.0 |5.27 Task Routing, MS Teams as a Service Channel, Merging contacts and more]]
-Read the Docs||btn-primary
+* [[WhatsNew/Version5.26.0 |5.26 E-mail escalations and XML support in Fetch URL]]
-* 5.3:Agent-guide/Welcome| Agent Guide
-* 5.3:Agent-guide/Setup/AgentDesktopHelperApplication |  Agent Desktop Helper Application Installation
-* 5.3:Agent-guide/Tutorials/Agent | Tutorials
-* 5.3:QM/Agents/OmniQMforAgents | Omni QM
-</btn><!-- end of button -->
-<btn> 5.2:Agent-guide/Purpose/ja | 日本語</btn>
 </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>Administration <i class="fa fa-wrench" style="float:right; font-size: 24px;"></i></h4></div>
+==<i class="fa fa-headphones"></i> Agents==
-<div class="panel-body">
+*[[latest:Agent-guide/Setup/LoggingIn | Logging In ]]
-Reference guides, tutorials and API specs for admins using Contact Center Administrator
+*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Helper application, softphone installation ]]
-<btn>
+*[[latest:Agent-guide/Setup/PhoneDevice | Phone device selection ]]
-Read the Docs||btn-primary
+*[[latest:Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | Answering a call ]]
-* 5.3:Contact-center-administrator-guide/Introduction| Contact Center Administrator Guide
+*[[latest:Agent-guide/Work/CasesEmail/MyCasesInterface | Handling email and cases]]
-* 5.3:Api |  APIs
+*[[latest:Agent-guide/Help/ErrorMessages | Error Messages ]]
-* 5.3:Chat-widget-configuration-guide/Purpose |  Chat Widgets
+*Omni QM:[[latest:QM/Agents/HowtoAcceptorRejectanEvaluation | Accept/reject evals]],[[latest:QM/Agents/HowtoViewandUnderstandYourQualityScore | your score]]
-* 5.3:Form-builder-reference-guide/Purpose | Forms
+*[[latest:Agent-guide/Tutorials/Overview | Tutorials ]]
-* 5.3:QM/Admins/OmniQMforAdmins | Omni QM
+*[[latest:Agent-guide/Welcome | more]] [[latest:Agent-guide/Welcome/ja | 日本語]]
-* 5.3:Scenario-builder-reference-guide/About | Scenarios
-* 5.3:Tutorials-for-admins/Overview | Tutorials
-* 5.3:Virtual-queue-tutorial/Overview |  Virtual Queue
-* 5.3:Wallboard-builder-reference-guide/Purpose | Wallboards
-* 5.3: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 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>Supervisors <i class="fa fa-binoculars" 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]]
-Tutorials and training for supervisors managing teams on Agent Desktop
+* [[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]]
-* 5.3:Supervisor-guide/Purpose |  Supervisor Guide
+* [[latest:Supervisor-guide/SupervisorTutorials | Tutorials]]
-* 5.3:Agent-guide/Welcome| Agent Guide
+* [[latest:Supervisor-guide/WorkingasaSupervisor | more]] [[latest:Supervisor-guide/WorkingasaSupervisor/ja | 日本語]]
-* 5.3:Contact-center-administrator-guide/AgentDesktopHelperApplication |  Agent Desktop Helper Application Installation
-* 5.3:QM/Supervisors/OmniQMforSupervisors | Omni QM for Supervisors
-* 5.3:QM/QualityEvaluators/OmniQMforQualityEvaluators | Omni QM for Quality Evaluators
-* 5.3:Supervisor-guide/Tutorials/Overview | Tutorials
-* 5.3:Wallboard-user-guide/Purpose| Wallboard User Guide
-</btn><!-- end of button --> <btn> 5.3:Supervisor-guide/Purpose/ja | 日本語 </btn>
 </div>
-</div><!-- End of pan -->
-</div><!-- end of col 1-->
+</div> <!--row-->
-</div><!-- End of row 1-->
-<div class="flex-row row">
+<br/>
-<div class="col-xs-12 col-md-6 col-lg-4">
-<div class="panel panel-default">
+<div class="flex-row row"><div class="col-xs-12 col-md-6 col-lg-4">
-<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-play-circle"></i> Getting Started ==
-<div class="panel-body">
+*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Agent Helper Application, softphone install ]]
-Read about the features added to Bright Pattern Contact Center in version 5.5.1
+*[[latest:Contact-center-administrator-guide/Tutorials/ConfigurationQuickStart | Admin: Config quick start]]
-<btn>WhatsNew/Version5.5.1 | Release Notes | btn-primary </btn><!-- end of button --> <btn>WhatsNew/Version5.3.5/ja | 日本語 </btn>
+*[[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><!-- 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>Tutorials <i class="fa fa-mortar-board" 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]]
-How-to guides for all Bright Pattern Contact Center software users
+* 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>
+* [[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)]]
-Read the Docs||btn-primary
+* [[latest:Form-builder-reference-guide/HowtoConfigureActivityForms | Configuring agent activity forms]]
-* 5.3:Tutorials-for-admins/Overview | Admin Tutorials
+* [[latest:Contact-center-administrator-guide/CallCenterConfiguration/GeneralSettings | General settings]]
-* 5.3:Agent-guide/Tutorials/Agent | Agent Tutorials
+* [[latest:Tutorials-for-admins/Integrations/MicrosoftAzureAD | Setting up Azure SSO]]
-* 5.3:Supervisor-guide/Tutorials/Overview | Supervisor Tutorials
+* [[latest:Virtual-queue-tutorial/Overview | Setting up virtual queue]]
-</btn><!-- end of button -->
+* [[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>Reporting <i class="fa fa-filter" 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]]
-Reference guides and specs for accessing and understanding reporting database metrics
+* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FetchURL | Fetch URL block for web integrations]]
-<btn>
+* [[latest:Scenario-builder-reference-guide/AboutScenarioBlocks|Scenario blocks]] [[latest:Workflow-builder-reference-guide/AWSLambda| (+workflow blocks)]]
-Read the Docs||btn-primary
+* [[latest:Scenario-builder-reference-guide/Exercises/ConversationalIVRScenario | Conversational IVR howto]]
-* 5.3:Custom-reporting-tutorial/Purpose| Custom Reporting Tutorial
+* [[latest:Scenario-builder-reference-guide/Exercises/Overview | Exercises]]
-* 5.3:Reporting-database-specification/Purpose| Reporting Database Specification
+* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Built-inFunctions | Built-in functions in scenarios]]
-* 5.3:Reporting-reference-guide/Purpose| Reporting Reference Guide
+* [[latest:Scenario-builder-reference-guide/ScenarioBuilderOverview | more]] [[latest:Workflow-builder-reference-guide/WorkflowBuilderOverview | (+about workflow)]]
-</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> 5.3: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)]
-* 5.3:Crm-integrations |  CRM Integrations
+* [[latest:Tutorials-for-admins/Services/OutboundMessagingCampaign/Overview|Outbound messaging campaigns]]
-* 5.3:Messenger-integrations |  Messenger Integrations
+* [[latest:Supervisor-guide/Tutorials/Campaigns/Overview | Campaign operator console]]
-* 5.3:More-integrations | More Integrations
+* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-Diagnostics | Diagnostics]]
-</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]]
-* 5.3: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 [[5.3: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).