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

• BPCC 5.35: MS Graph Auth for Email, Record Audio and Video of Web Chats, Personal Routing for Email and Tasks, Custom Ringtones per Service

• Intelligence Engine 1.4: Historical summaries of entire cases, AI account advanced options, Intent language groups

• Workforce Management 1.3.1: Historical Adherence Reporting, Flexible Shift Events, Better Event Forecasting

• BPCC 5.34.2: Advanced Configuration for AI Accounts, Access AI Summaries in Workflows, New Transcript Retention Options

• Intelligence Engine 1.3: BYO AI Accounts, Manage Real-Time Checklists, Summary Template Improvements

Intelligence Engine

• Intelligence Engine Overview

• Configure real time AI summaries

• Get started with historical AI summaries

• Set up real time agent suggestions

• AI Agent Howto

Agents

• Logging In

• Helper application, softphone installation

• Phone device selection

• Answering a call

• Handling email and cases

• Error Messages

• Omni QM: Accept/reject evals, your score

• Tutorials

• more 日本語

Supervisors

• Services dashboard

• Coaching and barge-in

• Campaign operation, intro

• Agent metrics

• Service metrics

• Tutorials

• more 日本語

Administrators

• Admin: Config quick start

• Users, teams and skills

• Routing: Calls and chats, Omnichannel, Email

• Configuring web chat (+setting up chat widget) (+bots)

• Configuring agent activity forms

• General settings

• Getting Started with Workforce Management (WFM)

• Setting up Azure SSO

• Setting up virtual queue

• Tutorials

• more (+mobile)

Service Development

• Scenario Variables (+workflow vars)

• Find Agent block

• Fetch URL block for web integrations

• Scenario blocks (+workflow blocks)

• Conversational IVR how-to

• Exercises

• Built-in functions in scenarios

• more (+about workflow)

Reporting

• All real-time metrics
• Call Detail report (+table reference)
• All reports (+ all tables reference)
• Modfiying report templates (+simple customization)
• SQL Query >> to .CSV file
• Interaction search
• Real-time wallboard
• Agent top bar dashboard (+dashboard metrics)

Outbound Dialing and Messaging

• How to set up
• General settings
• Dial rules
• Calling hours
• List management (+API)
• Outbound messaging campaigns
• Campaign operator console
• Diagnostics

Omni Quality Management

• Form definition
• Search presets for evaluation selections
• Evaluating interactions
• Calibrations
• Evaluation results
• Training class and supervisor report dimensions
• more

API Reference

• Universal Repeater JS SDK - (+demo)
• Communicator Widget JS SDK - (+demo)
• Simple JS API for screen-popped pages
• Simple .NET API (+full)
• List API 2.0
• List API 3.0
• List API 3.1
• Interaction Content (Recordings)
• more

Integrations

• CRM Integrations:
  • Salesforce.com
  • MS Dynamics 365
  • more
• Digital messengers
• Microsoft Teams
• Active Directory password reset
• more

Support and FAQ

• Frequently Asked Questions
• Contact Bright Pattern
• Bright Pattern Support

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).