Agent Desktop 2.0 Release Notes

Agent Desktop 2.0 is the updated agent interface for Bright Pattern Contact Center. This release introduces a redesigned workspace featuring a centralized Communication Panel, an updated Chat Center, and a new Home Page dashboard. These release notes detail the rollout strategy, functional changes, and new features available in this version.

Rollout Strategy

Agent Desktop 2.0 (AD 2.0) operates alongside the previous Agent Desktop version. Once enabled for your contact center, agents can access either interface, allowing for a gradual migration where some users adopt AD 2.0 while others remain on the previous version. Agents can freely move between versions by logging out of their current session and logging into the other interface, although they will not be able to simultaneously log in to both.

Note that there are functional limitations on internal chats between agents using different versions of Agent Desktop. For details on these constraints, refer to the section Chat Interoperability Between Agent Desktop Versions.

Installation and Access

Agent Desktop 2.0 requires BPCC version 5.35.3 or later.


	After reviewing these release notes and the list of known issues, customers interested in accessing Agent Desktop 2.0 can submit a support case through the Customer Success portal. We will assist with evaluating your environment and coordinating activation.

Once enabled for your contact center, agents can access AD 2.0 via the direct URL path /agent (e.g., https://<contact center URL>/agent), while the previous version remains available at https://<contact center URL>/agentdesktop. Login, logout, and first-time startup procedures remain identical to the legacy Agent Desktop.

Agent Desktop 2.0 is compatible with the Agent Desktop Client JavaScript API, meaning that agents can log in to both Agent Desktop 2.0 and CRM integrations built with the Communicator API. Legacy CRM integrations using the Universal Repeater Widget API are only compatible with the previous version of Agent Desktop. By default, the top URL (i.e., https://<contact center URL>) will continue to invoke the previous AD version. If you want the top URL to start AD 2.0, please submit a request to your service provider.

Name and Version

This product is named Agent Desktop, though it may be referred to as Agent Desktop 2.0 or AD 2.0 where necessary to distinguish it from the previous version. In addition to the interface differences, the two products can be differentiated as follows: in Agent Desktop 2.0, the About modal shows the Client version as 2.0.X.XXX, while for the previous Agent Desktop, the Client version corresponds to the Server version (e.g., 5.35.3.67)

Main Menu

The main menu structure remains consistent with the previous version, though some menu items have been renamed: for example, Conversation, My Cases, and Search and Preview Records are now Context, Cases, and Records. One functional update is the inclusion of a dedicated KB (Knowledge Base) menu item, providing direct access to the Knowledge Base at any time. In the previous version, this feature was accessible only during an interaction.

Top Bar

Users can click on their user icon to access Settings, Keyboard Shortcuts, Configuration Profiles, and About, or to log out. Notifications and errors appear in the top right, with notifications displayed in green and error messages displayed in pink. Access to the Wallboard application has been removed. Similar views can now be created in the AD 2.0 Home Page. NOTE: Alternatively, AD 2.0 users can still access the existing Wallboard application via the direct link https://<contact center URL>/wallboard/>.

Settings

Pre-Recorded Messages

Users can choose which services should automatically play back selected pre-recorded messages.

Chat

Predefined chat response functionality is more advanced in AD 2.0, with the addition of optional titles and the ability to export and import chat responses. The software now checks chat responses for uniqueness and length (maximum 20,000 characters). Responses can be made system-wide by folder. Users can create a maximum of 10 folders.

Display Language

Users can change the display language of their AD 2.0 instance at will in Settings. By default, language selection follows the browser’s language settings. Note that changing languages may affect the date and time format.

Supported languages include Arabic, German, Spanish, Japanese, Korean, and English.

Configuration Profiles

Configuration profiles allow contact centers to batch AD feature access more conveniently than by assigning privileges. Each contact center has a pre-loaded default profile to serve as a baseline. Unused features can be disabled at the default profile level. Admins with the new privilege Configure agent applications can create additional configuration profiles and assign them to roles or even to specific users.

Once applied, configuration profiles are valid for the duration of login and appear in the Login/Logout report. Supervisors can check their team members’ profiles via the Home Page.


	Configuration profiles replace a number of existing privileges, features, and options. Legacy settings continue to apply to the previous Agent Desktop, but they do not apply to AD 2.0. For example, a user without the Use Favorites privilege will not see the Favorites tab in the legacy application, but will see this tab in AD 2.0 if it is enabled in their configuration profile.

Home Page

The Home Page of AD 2.0 replaces the desktop mode of the Wallboard application functionality. The Home Page displays metrics and options tailored to the permissions of the logged-in user.

Agents: The default view shows the agent’s personal KPIs, current status of all members of their team, and metrics for services associated with their skills. The view is the same for all agents; the metric sets within each widget can be customized by an authorized user.

Supervisors: Gives access to the agent view for every member of their supervised team, along with customizable screens built using Wallboard-like widgets for monitoring a range of metrics.

Users without agent or supervisor privileges (for example, business users) see a simplified interface with the Communication Panel permanently pinned.

The Home Page can be opened in a separate browser tab or window, allowing supervisors to switch between metrics and work without UI navigation.

Agent View

The agent view delivers a clean, ready-to-use dashboard for agents and supervisors featuring four preconfigured widgets: Services (KPIs based on configured skills), Personal Stats, Team (status of teammates), and Break Time (carried over from the legacy desktop).

Centralized Customization: Users with the Customize Home Page Views privilege now control exactly which stats appear, ensuring agents see precisely what they need.

Flexible Privacy Controls: Anonymize the Team widget with dummy codes (e.g., “Agent 1”) to meet privacy requirements while maintaining floor visibility. Administrators can also use Configuration Profiles to hide just the time in state or the entire widget.

Real-Time Supervisor Sync: Supervisors can access any assigned agent’s exact view in real-time, ensuring both parties look at identical data.

Note: The legacy widgets, other than the Break Time, are retired to keep the interface focused. Requests for old widgets can be submitted as new feature requests.

Additional Views for Supervisors

Authorized users can build custom real-time views using familiar configuration tools.

Familiar Building Tools: Users with the Customize Home Page Views privilege can create additional views using the exact same metric sets, templates, and widgets as the Wallboard application (excluding the News, Agenda, and Time Series widgets).

Direct Sharing: Users with the Push/Pull Global Home Page Views privilege can push newly created custom views directly to the Home pages of other supervisors.


	Legacy Wallboard views cannot be imported and must be recreated manually in the new Home Page.

Knowledge Base

The Knowledge Base can now be used at any time, not only during interaction processing. Access to KB can be controlled via Configuration Profiles (see above). Improved search and sort functionalities and new metadata fields offer a more robust experience. Users can now search from interaction content for all text-based interactions, and the Send button has been removed to give agents more control over the content insertion process. All articles created pre-upgrade are available via the AD 2.0 Knowledge Base.

Keyboard Shortcuts

A new keyboard shortcut, Alt+B, allows users to quickly return to the Any Phone Number option in the Dial Pad’s country code selector. Additionally, to avoid conflicts with browser-level functions, the logout shortcut has been changed from Ctrl+F4 to Alt+Shift+Q.

Communication Panel

The new Communication Panel replaces the legacy Directory and Dialpad. It provides a centralized interface for calls, messages, and contact management.

Favorites and Recents

Favorites are now saved as specific communication channels rather than entire contacts. This allows you to pin individual methods of contact, such as a voice favorite for a phone number and a separate favorite for an email address. Full contact details remain accessible from any saved channel. The Recents tab now includes a search function and filters to sort past interactions by Calls, Messages, or All.

Activity History

The communication panel now displays contact activity history for all channels.

Voicemail Playback

Voicemail playback is integrated directly into the Agent Desktop 2.0 interface. When an agent clicks a voicemail link, a new tab opens with the full AD 2.0 interface and playback controls. This replaces the separate dedicated screen used in the legacy AD. Voicemail links remain secure; only authenticated, logged-in users can access and play the recordings.

Playback Links

The contact center generates new voicemail playback URLs for AD 2.0, but existing links continue to work. Playback behavior upon clicking a link (whether a new link or an old one) depends on your active session:

Active AD 2.0 sessions open the voicemail in a new tab.

Active session in the previous Agent Desktop opens the original playback window.

Unauthenticated users are prompted to log in. The version of Agent Desktop the agent is routed to depends on how your service provider has configured your contact center.

	Review Workflow Scenarios
	Check your workflow scenarios to see if they modify the voicemail playback URL. Because the link format has changed, altering $(playbackUrl) could result in broken links.

Case Management

Emails and Tasks

While the user experience is generally the same, the new UI offers better visual separation between customer messages, agent messages, and other activities. Users also have access to configurable list views and improved search functionality, including visual filtering, multiple searches, and saved searches. If desired, configuration profiles can be used to disable Team Queue previews, require explicit message send confirmation, or allow users to reject push alerts for emails and tasks.

To help users quickly review cases with long histories, the new Compact Case View condenses case activities. Lengthy content, such as email bodies and internal notes, displays only the first line to reduce scrolling and provide an immediate overview of the case. Users can click any collapsed activity to read the full text, and expand or collapse multiple items simultaneously. View preferences can be toggled at any time and persist across login sessions.

Internal Chats

The redesigned Internal Chat supports one-on-one, group, and team communications within a single interface.

Chat Center

The new Chat Center environment functions just like any standard enterprise chat application, giving you quick access to your colleagues.

Support for one-on-one and group chats.

Option to archive conversations.

Advanced message editing with formatting, links, emojis, and delivery status indicators.

Notifications with a mute function, and automated system messages (e.g., “User left the chat”).

Ability to edit or delete posts.

File attachment support with a built-in image viewer.

Even when you are not using the Chat Center, (such as when viewing a case) your internal chats are accessible through the Communication Panel.

Team Chats

Team chats are automatically managed group chats consisting of team members. As a team’s membership changes, chat membership automatically updates.

Agents can view the chat for their assigned team.

Supervisors view chats for all teams they manage.

To disable automatically-managed team chats for your call center without affecting group or one-on-one internal chats, contact your service provider.

Internal Chat Between Agents on Different Versions of Agent Desktop

The updated chat protocols do not support direct chats between agents on the previous Agent Desktop and those using AD2.0. Please see Chat Interoperability Between Agent Desktop Versions for a detailed explanation of the behavior, but essentially:

Users of AD 2.0 cannot receive internal chat messages from users on the previous Agent Desktop, or vice versa.

Historical chats from the previous Agent Desktop can be reviewed in AD 2.0 through a read-only “Legacy Chats” view.

Integration support

Microsoft Teams integration is supported.

OmniQM

Navigation & Search Logic

The classic three-pane OmniQM layout is preserved for familiarity. Within that layout, actions such as Create Search, Create Folder, and Delete have been moved to a context-aware actions menu in the right-hand pane.

Searching is more efficient and intuitive, with simplified OR-branching and multi-select enabled drop-down menus.

Interaction Preview

The interaction preview screen of AD 2.0 now features a tabbed interface. Assets are organized into Summary, Transcript, and Screen Recording tabs for a cleaner workspace. Instead of using arrow keys to navigate between segments, quality managers can access a full list of participants in the Summary tab. Selecting an agent from this list auto-scopes the playback and transcript segments involving that agent. Compact footer controls allow for a bird’s-eye view of all participants as well as full conversation playback.

Please note that interaction audio begins at the moment the selected agent joins the conversation. To hear any IVR prompts, switch to All Participants mode.

Evaluation & Intelligence

Questions are organized into collapsible sections with completion indicators. Additionally, OmniQM offers direct access to Auto-scoring, Summaries, and AI Custom Questions when the Intelligence Engine is enabled. Note that accessing the first interaction may prompt a one-time login to the Intelligence Engine.

Migration

Approximately 95% of searches migrate automatically; ambiguous logic (5%) triggers a manual recovery option via JSON.

Campaign Operator

Optimized Layout & Visibility

The Campaign page features separate Voice Campaigns and Messaging Campaigns tabs with campaign-specific metrics for better monitoring. Metrics are grouped into new logical categories (e.g. Campaign, Outbound Daily, etc.) with tooltips available on mouseover for clarity. Campaign operators can temporarily expand a group to see all metrics, or open the Manage Columns modal to customize their view.

Streamlined Controls

The new Set Order and Ratio button allows campaign operators to adjust list order and ratio values directly within the table. Clicking within the Mode column allows operators to change a campaign’s mode or overdial rate via a modal.

Hovering over the clock icon next to a campaign name gives a quick view of its hours of operation; campaigns that operate 24/7 will not display clock icons.

Team assignments are now integrated directly in the Agents section; as such, the Team widget has been removed as redundant.

Enhanced Analytics

Disposition analytics have been moved from campaign metrics into a new pie chart display, offering intuitive data visualization. Campaign operators can filter by specific outcomes and toggle between individual dispositions or hierarchical groups. The bottom bar chart has been removed to present a cleaner UI. In addition, the Remaining Records report now opens in a new interface tab for better readability.

Migration

Existing column settings do not migrate; instead, users will begin with a best-practice default view to explore the new grouping logic.

Supervisor

Metrics Grouping

Supervisor metrics are grouped much like in the Outbound Console, allowing for shorter metric names. Collapsible groups allow supervisors to toggle between compact and full metrics views.

Previewing Agent Interactions

Supervisors can preview agent interactions in real time by selecting their names from the Agents table on the Supervisor page. This brings up a movable panel for each agent displaying running transcripts of their interactions. From here, supervisors can elect to monitor, coach, or barge-in on any interaction. These preview panels can be docked to the right-hand side of the page.

Expandable Teams View

UI controls next to each team name let you bring team views to full screen, making it easier to monitor large teams.

Personal Views

Supervisors can press Save View As to save personal Services and Teams list views. These views can also be shared or made public. Press Load View to switch between personal views, shared views, and Original View.

Migration

Existing column settings do not migrate; instead, users will begin with a best-practice default view to explore the new grouping logic.

Calendar

Multiple Calendars

Users can create and share multiple personal or team calendars in Agent Desktop 2.0, or even import external calendars in iCal format. Calendars can be made public to all users within your organization, enabling custom holiday or team event schedules.

Work Hours Highlight

Users can visually highlight their working hours to help coordinate event scheduling between time zones.

Time Off Requests and WFM Shifts

The My Requests tab allows users to create, view, and check the status of time-off requests. Shifts appear highlighted in the calendar and can be scheduled over.

Additional Time Zones

The calendar can display multiple time zones at once to facilitate coordination between agent and customer locations.

Standalone Mode

The calendar can be run separately from the Agent Desktop application. All in-app calendar features are available in standalone mode except for agent status visibility.

Chat Interoperability Between Agent Desktop Versions

Messaging in Mixed Environments

Real-time message delivery is not supported between users on different versions of the Agent Desktop.

During a gradual rollout, your contact center will likely operate in a mixed environment, where some users are on Agent Desktop 2.0 and others are on the previous Agent Desktop. While AD 2.0 users can see all legacy users in the internal directory, initiate chats, and add them to group chats, they cannot exchange messages.

Messages sent from AD 2.0: Messages initiated from AD 2.0 will not be received by users currently logged into the previous Agent Desktop. Recipients will only receive the messages once they log into AD 2.0.

Messages sent from the previous AD: Messages sent from the previous Agent Desktop will not be received by users who are currently logged into AD 2.0.

Status Indicators: Sent messages in AD 2.0 will be marked as Delivered even if the legacy user has not yet received them. Messages will not be marked as Viewed until the participants have opened the chat within AD 2.0.

No System Warnings: AD 2.0 will not display any warnings regarding non-delivery, nor will it indicate which version of the application other chat participants are actively using.

Read-Only History of Previous Agent Desktop Chats

Agent Desktop 2.0 allows users to access their past one-on-one and group chat history from the previous Agent Desktop (subject to the data retention limits of the contact center). These past conversations function as a read-only archive and are kept separate from active AD 2.0 communications.

Dedicated Archive View: Past chats are located in a separate Legacy chats view within the Chat Center. Legacy chats are excluded from the Communication Panel and will not appear in Recents, Favorites, or the Directory.

Read-Only Access: You cannot type new messages into a legacy conversation.

Search and Navigation: You can search legacy chats by Participants or Message text. This search is isolated, meaning a search in the legacy view will only return legacy results.

Silent Transcript Updates: If colleagues still using the previous Agent Desktop continue to post messages in an old chat, those new messages will be added to your AD 2.0 legacy transcript. However, AD 2.0 will not trigger any notifications for these updates.

For more information, see Chat Center Compatibility.

Communicator Widget 2.0

Communicator Widget 2.0 is now available at <your contact center>.com/agent/crmembedded, e.g. https://example.brightpattern.com/agent/crmembedded/ .

Admins for contact centers with existing CRM integrations can update their widget as follows:

Salesforce: Update the Agent Desktop URL path to <your contact center>.com/agent/crmembedded/...

ServiceNow: Update the bpatternAdapterUrl path to <your contact center>.com/agent/crmembedded/...

MS Dynamics: Update the Channel URL path to <your contact center>.com/agent/crmembedded/...

Zendesk: Download a new app version from Zendesk Marketplace. See Known Limitations below.

Feature Highlights

Real-time Agent Assist is now available inside the embedded widget, including:
- Transcription
- Agent Checklist (teleprompter)
- Real-time Suggestions
- Real-time Interaction Summary
Agents can work on tasks routed to them directly in the widget. Only push routing is supported.
New apps are available directly inside the widget, including Calendar, Chat Center and Knowledge Base, with quick action buttons available to open them in full screen.
- Agent Desktop 2.0 (including its Campaign Operator console and Supervisor interface) and standalone OmniQM can be opened in a new tab via quick action buttons.
- Agents can reorder widget navigation controls for ease of access to their most commonly used tabs and apps.
Agents can work in Agent Desktop 2.0 as well as Communicator Widget 2.0 without losing continuity. See Known Limitations below for associated limitations.
Communicator Widget 2.0 preserves on-screen object tracking and associated records functionality introduced in its previous version.

Known Limitations

Interoperability:
- Communicator Widget 2.0 is not interoperable with legacy Agent Desktop.
- Universal Repeater and Communicator Widget 1.0 are not interoperable with Agent Desktop 2.0. CRM-integrated contact centers that plan to use Agent Desktop 2.0 must plan to update their integrations to Communicator Widget 2.0 as well.
ServiceNow Integration: The required CTI Softphone plugin is no longer supported for new deployments. Existing setups are not affected. Dependency on this plugin will be removed in a future release.
Zendesk: Marketplace app certification is pending.

Known Issues

OneCloud integration with Chat Center is not currently supported in Agent Desktop 2.0.

For a detailed list of tracked bugs and known issues, see Known Issues.

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