Version 5.27.0 Release Notes
Changes in System Behavior
Web Screen Pop Behavior Change for Simple JS API Users
This change affects the simple JS API (see: Simple JS API Documentation), which is not widely used. However, if your organization uses this API, you will need to make minor updates to the relevant scenarios.
Previous Behavior
Previously, URLs popped with the Web Screen Pop block included two parameters by default: bp_session_id and bp_origin. These parameters are essential for the simple JS API to function within HTML pages displayed in context tabs of the Agent Desktop.
Unfortunately, this sometimes caused issues with web applications that did not expect these additional parameters, resulting in errors or refusal to operate.
New Behavior
Moving forward, these parameters will only be included if they are already part of the URL to be popped. If your URLs already contain bp_session_id and bp_origin, they will be appropriately replaced when the URL is actually popped.
Action Required
If your organization uses the simple JS API, please update the Web Screen Pop block in the scenarios that pop pages using this API. For example:
If the original URL was https://mydomain/myapplication, update it to https://mydomain/myapplication?bp_session_id=1&bp_origin=2
If the original URL already had parameters, such as https://mydomain/myapplication?param1=value1¶m2=value2, update it to https://mydomain/myapplication?param1=value1¶m2=value2&bp_session_id=1&bp_origin=2
The change is compatible with the previous release and can be carried out at any time.
Moving Users Between Teams No Longer Requires Associated Service Management Privilege
Admins can now move users between teams or assign them to new teams without needing permissions to administer team-associated services. This restores the behavior from before version 5.23.
Change Log for Record Exclusion Lists
This previously removed feature has been restored and enhanced to display up to 200 records on demand and load the rest dynamically as you scroll.
Added/Updated Features
Phone Number Masking in Agent Desktop
This release introduces an option to apply partial or full masking of digits in phone numbers displayed in various parts of the Agent Desktop application. The main purpose of this new feature is to prevent possible misuse of customers' phone numbers by service representatives.
Note that this option must be enabled by the service provider. Once enabled, you can:
- Enable and disable number masking at any time
- Change the number of digits that will remain unmasked (by default the last four digits are unmasked)
- Give some users a privilege to bypass masking and see full numbers even when masking is enabled
Note that masking is not applied to any numbers that may appear in:
- Call/chat transcripts or email bodies/subjects/attachments
- Non-phone fields of any forms
- Third-party web content displayed via Screen pop or Non-call Case URL functions
- Any Quality Management screens
Currently, the phone number masking option is only available for the Agent Desktop application.
New Metric for Outbound Campaigns
A new real-time campaign metric, called Effective, has been introduced to show the number of agents that the system considers 'available' to process calls/records for a given campaign. The metric counts all agents with the given campaign skill who are currently either Ready or handling a campaign call (i.e., being either Busy or in ACW). If an agent has skills for multiple campaigns that are currently running, their 'availability' is split evenly between those campaigns. For example, if there are two campaigns running and only one agent is currently working on those campaigns (being either ready or busy with a call from one of those two campaigns), the Effective metric with show 0.5 for either of those campaigns.
Agents who are handling non-campaign interactions (e.g., inbound calls or chats) are excluded from the current Effective count even if they have a skill for a given campaign.
When compared with the existing generic Ready and Busy stats, this new metric provides a more precise picture of the resources currently available to work on the campaigns you are monitoring, especially when your agents are handling calls for multiple campaigns or are also helping with inbound voice/chat traffic.
If you have not customized your Campaign Operator's real-time metric view for campaigns, the Effective metric will be added to it automatically upon upgrade. Otherwise, you will have to add this metric manually via the standard Add metric... control.
If the Effective metric becomes zero for a campaign that you monitor and remains zero for longer than a minute, the Campaign Operator screen will also show an alert with the following text: No agents are available for the given campaign at this time. This may be because agents are occupied with non-campaign activities, or they are in the Not Ready state, or not logged on at all.
If you do not want to see the above alert, your service provider can disable it for you.
New Email Routing Capabilities
Keyword-based Routing of Follow-up Emails in a Case
Currently, any follow-up email from a customer regarding an existing case is unconditionally routed to the same service that the original email was routed to. This release introduces an option on the email services tab to apply keyword-based routing to every email arriving via a given email account, even if such an email is associated with an existing case. When this option is selected, the content of follow-up emails will be analyzed in the same way as the content of the original emails. If a keyword match is found, the follow-up email may be routed to a different service.
Option to Apply Keyword-based Routing to Most Recent Message
When routing emails with multiple messages in a thread, now there is an option to look for keyword matches only in the content of the most recent message.
Knowledge Base Search Enhancement
Starting from this release, searching for Knowledge Base articles by title is case insensitive.
Web Screen Pop Scenario Block Enhancement
The Text to display field of the Web Screen Pop scenario block can now be manually resized for easier viewing/editing of larger text fragments. The new box size is remembered for subsequent viewings of the same block for as long as the scenario remains open.
Lifetime of the SCIM API Token
The lifetime of tokens issued for the SCIM-compliant User Provisioning API, which was 180 days, has been extended. Now the token lifetime is 365 days.
Customizable Display for Office 365 User Phone Numbers in MS Teams Directory
The feature allows administrators to configure the display order and visibility of Office 365 user phone numbers in the MS Teams directory within the Agent Desktop, ensuring that agents have access to the most relevant contact information first, improving efficiency and communication. How it works:
- Customizable Order: Administrators can now configure the order of phone numbers (Mobile, Business, Fax) displayed in the MS Teams directory. The default order can be easily adjusted to meet specific business needs.
- Visibility Options: Administrators have the ability to enable or disable the visibility of each phone number type. At least one phone number type must remain visible.
- User-Friendly Interface: The new configuration options are available in the admin panel under Call Center Configuration -> Integration Accounts -> Microsoft Teams -> Directory Options. Simply drag and drop the phone number types to rearrange their order and use checkboxes to toggle their visibility.
To Access:
Navigate to the admin panel, go to Call Center Configuration -> Integration Accounts -> Microsoft Teams, and locate the new “Directory Options” section to customize the phone number display settings according to your preferences.
Enhanced Process of Call Transfer to Office 365 Contacts
We have improved the call transfer dialog for Office 365 users by adding a drop-down menu for users with multiple phone numbers. This feature allows agents to select the desired number directly from the drop-down, simplifying the transfer process. Agents can then choose to blind transfer, consult transfer, or initiate a conference call, making call management more efficient and intuitive.
BPCC to Teams Automatic Busy State Synchronization
In the ongoing effort to enhance the integration between Bright Pattern Contact Center (BPCC) and Microsoft Teams, we have introduced a new feature that automatically synchronizes the busy state of agents across both platforms.
Background: Previously, there was no way to update a user’s presence to "Busy" via the Teams API. This limitation required agents to manually answer calls using the Teams app as a phone device in order to appear "Busy" to other Teams users.
Currently:
- Automatic Busy State: When an agent becomes busy in BPCC and their status in Teams is "Available," their presence in Teams will automatically be set to "Busy, InACall."
- Automatic Availability Post-Call: Once a call ends (either at the end of After Call Work (ACW) or the end of the busy state when there is no ACW) and the agent's Teams presence is "Busy, InACall" (set by BPCC), their state will automatically revert to "Available."
To enable this feature, you must update the permissions your Teams integration app requires and then have users re-authorize it.
Initiate Teams Chat
Previously, there was no way to initiate a chat with a Teams user via the Teams API. Now it is available and Agent Desktop users can start Teams chats with anyone in the Teams directory, even if there is no previous chat history between them.
To enable this feature, you must update the permissions your Teams integration app requires and then have users re-authorize it.
Differentiated Appearance of BPCC and Teams Directory Entries
When starting a chat, and a user is present in both BPCC and Teams, it is hard to differentiate between directory entries when a person uploaded avatar to Teams. They were especially hard to distinguish in directory search results.
We improved the display of the entries and they now look different.
MS Teams Chat as a Service Channel
Bright Pattern Contact Center software has long provided text messaging as a versatile communication channel, including Web Chat, SMS, and Social Messengers like Facebook Messenger and WhatsApp. We are excited to announce the addition of MS Teams chat to our suite of communication channels. This new feature enhances service delivery for organizations that utilize MS Teams, allowing seamless interaction with employees and other Teams users directly through the MS Teams platform. This integration ensures that your organization can reach and support your Teams users with the same efficiency and effectiveness you have come to expect from Bright Pattern.
Remote Agent & Service Call Monitoring Over the Phone
Enhance your oversight capabilities with our new Remote Agent & Service Call Monitoring feature. This tool is designed to meet the needs of BPO customers who require on-demand monitoring of their BPO provider's call handling from the convenience of their phone.
Service Monitoring: BPO customers can now call a designated number linked to a special IVR scenario, authenticate with a PIN, and start monitoring. With the "Remote call monitoring" privilege, users can listen to random calls in progress for a specific service. If no calls are active, a prompt will inform them. This monitoring session continues until the customer decides to hang up, with all monitoring activities logged in the audit trail.
Agent Monitoring: Similar to Service Monitoring, customers authenticate via PIN and then enter the extension number of a specific agent. If calls are in progress for that agent, a random call is connected to the customer. After each monitored call ends, the customer can automatically connect to the next call or enter another extension.
Both modes provide detailed audit logs, ensuring transparency and accountability for each monitoring session.
The feature is implemented as a new scenario block, "Monitor Call".
Task Routing
This powerful tool enables you to automate the creation of tasks (such as CRM screen pops) to be distributed to agents.
Key Features:
- Automated Task Distribution: Screen pops (e.g., CRM cases like scanned customer letters) are automatically distributed to agents after being queued via an API. Tasks can be initiated from CRM workflow rules or other automated processes.
- Flexible Queuing: Screen pops can be queued in both FIFO (First In, First Out) and LIFO (Last In, First Out) order, with the ability to reprioritize tasks based on changes in CRM priorities or other factors.
- Detailed Reporting: Generate comprehensive reports on task distribution, providing valuable insights into task handling and agent performance.
- Task Transfer: Agents can transfer tasks to other agents, ensuring efficient task resolution and collaboration.
- Use of CRM IDs: The API client can use CRM IDs as task identifiers and refer to tasks using these IDs for actions such as cancellations and priority upgrades. This eliminates the need to memorize task identifiers, reducing the complexity for Task Routing API consumers.
Configure a task service and refer to the Task Routing API documentation (https://documenter.getpostman.com/view/31590362/2sA3XTfLhk ) to get started.
Numbered Rows and Goto Slider in Scenario and Workflow Builders
Rows within Scenarios and Workflows, as well as Goto blocks, are now numbered by line when viewed in the Scenario and Workflow Builders.
Row numbering allows for easier navigation within long and potentially unfamiliar Scenarios and Workflows. Numbered lines make it easier to identify and locate areas that require changes, both for you and others after you.
Scenario and Workflow blocks can be collapsed to hide row numbers. The view shows an ellipsis (...) to represent the collapsed block.
In addition, the Goto block now features a slider to enable and disable editing. This function prevents accidental changes to the contents of a Goto block.
Merging of Duplicate Contact Records
Contact Merge allows the merging of duplicate contact records. This process can be initiated from either the list of contact search results or an individual contact record. Users must have both edit contact and delete contact privileges to perform a merge. During the merge, users can select which record will remain and choose the properties it will inherit. Activity records and cases from the merged contacts are automatically assigned to the surviving contact.
Separate Short-Abandonment Threshold
Currently, BPCC follows the ICMI recommendation of setting the short abandonment threshold equal to the service level threshold. However, some established operations require a different short abandonment threshold.
A new option is now available on the voice and chat service properties page, located right after the service level settings: "Use short abandonment threshold separate from service level threshold". This option includes a dependent input field labeled "Separate short abandonment threshold" which allows any number of seconds, up to the service level threshold.
This new value is used wherever short abandonment is calculated, including in service level metrics.
Push Escalation Intervals for Task and Email Routing
For push delivery of email and tasks, it is now possible to have different skills used for routing, depending on the size and/or age of the queue. This can be used to increase the pool of agents servicing a queue as soon as the queue reaches certain size or age thresholds.
Enable use of optional services from SMS carriers using TLV PDUs
TLV data (tag, length and value) are optional parameters that can be added to an SMPP protocol PDU, e.g. when sending a message. The parameters allow enabling custom supplemental services from some SMS carriers, e.g. URL shortening.
The parameter can be added by your service provider to SMS account advanced options.
Usage Reports Now Reflect Mobile and Agent Users Separately
The "Monthly Concurrent Users" and "Daily Concurrent Users" reports ( License Reports ) now include separate charts for agents (users with agent privileges) and mobile users (users with mobile app privileges), in addition to the overall concurrent user count chart.
Call Diagnostics Tool
Customers who use their own telecommunication channels (BYOC) now have a convenient way to check how their calls are processed on the trunk side and investigate any related issues. The new web application, Call Diagnostics, allows you to search for call attempts using various filters, such as timeframe, called or calling number, result, MOS score (speech quality), and global ID. For any call attempt shown in the search results, more metadata is available in a call details view. The log of trunk-side SIP signaling of any call attempt can be downloaded in text or PCAP format. The Call Diagnostics tool can also be used to search for, and obtain details of, your SMS/MMS communications.
Access to this tool can be enabled by your service provider.
Disable Keyboard Shortcuts in Agent Desktop
The F-key keyboard shortcuts of the Agent Desktop can now be disabled by your service provider upon request.