Version 5.29.0 Release Notes
Changes in System Behavior
Previous Behavior
If an email header or footer, or default knowledge base article were configured, they were automatically inserted into drafts of email replies but not in drafts of forwarded emails.
New Behavior
Starting from this release, configured headers, footers, and knowledge base articles will be inserted into drafts of both email replies and forwarded emails.
If you would like to continue using the previous behavior (only insert into email replies and not forwards) please contact your service provider.
Added/Updated Features
OneCloud UCaaS Integration
This new integration bridges the gap between your OneCloud UCaaS users and your Bright Pattern contact center. Agents can directly call and chat with their OneCloud contacts. Real-time presence information within the Agent Desktop ensures efficient communication by showing expert availability. When an agent is also a OneCloud user, and is engaged in a OneCloud client, their Bright Pattern status updates automatically, preventing the routing of new customer interactions and minimizing interruptions.
Exclude Certain Agents from Routing of an Interaction
A new scenario variable "agentsBlacklistedForRouting" lets you exclude specific agents from being selected by the Find Agent block. The variable is a string, comma-separated list of agent logins. This is particularly useful for scenarios where an agent is expected to verify the work of a previous agent, and you need to be sure that interactions will be distributed such that an agent is never expected to verify their own work. Available in both chat and voice scenarios.
New Real-Time Interaction Metrics
New granular real-time metrics provide deeper insights into agent and team performance. This release separates previously combined interaction data, providing dedicated metrics for tasks. In particular, track key task metrics such as tasks handled, postponed tasks in personal queues, and SLA breaches, along with separate handling times and volumes for each interaction type.
Quickly Assign Dispositions from Case Search Results
Agents can now apply dispositions to multiple cases directly from case search results, similar to what was already possible from team and personal queue views. Select the desired cases, click the appropriate disposition button, and the disposition will be applied to all chosen cases and any associated queued emails.
Download Chat Transcripts in Readable Format
Chat transcripts are now easier to review. Transcript downloads now include both the original JSON data as well as a more accessible HTML version that many users will find easier to read.
In-Browser Attachment Previews
View PDF, PNG, GIF, and JPEG attachments directly in the browser when reviewing emails or cases through Agent Desktop, Portal QM, or Interaction Search Interaction Review (previously, these files were downloaded to local disk, requiring an additional step to view them). Only save the attachments you need, and keep your download folder clean.