Supervisor Docs
The following docs apply to supervisors working in Bright Pattern Contact Center version 5.2.
General
What's New in Version 5.2.x
Read about the features and enhancements added to Bright Pattern Contact Center in version 5.2.x.
Frequently Asked Questions
Browse real questions (organized by topic) asked by Bright Pattern customers and clients.
Reference and How-To
Supervisor Guide
The Supervisor Guide provides instructions for using the Bright Pattern Contact Center Agent Desktop application in Supervisor mode to perform and oversee various telecommunication and customer service tasks for teams in your contact center.
Agent Guide
Even as a supervisor, you'll want to review the Agent Guide, which provides instructions for agents using the Agent Desktop application to perform various telecommunication and customer service tasks.
Agent Desktop Helper Application
In order to use functions such as softphone and screen pop on your Agent Desktop, you'll need to download and enable the Agent Desktop Helper Application.
Wallboard User Guide
The Wallboard User Guide provides an overview of the features of Wallboard Builder application.
Reporting
Custom Reporting Tutorial
Learn how the TIBCO Jaspersoft Studio application can be configured for creating custom report templates.
Reporting Database Specification
View definitions of the statistical data and detailed records that are used for generating the out-of-the-box Bright Pattern Contact Center reports.
Reporting Reference Guide
The Reporting Reference Guide explains all the reports available in Bright Pattern Contact Center, along with how to interpret campaign results, search for interaction records, and review associated call recordings and chat transcripts.