5.2:Whats-new-version-52/Features

• 5.19 • 5.2 • 5.3 • 5.8

<translate>= Features= For our partners, the following features and enhancements have been added in version 5.2.0 of Bright Pattern Contact Center.

New Video and VoIP Settings for Web Chat

In the Chat Widget Configuration app, the checkbox that allows video calls will be replaced with two new checkboxes: VoIP call and Visitor video.

Prior to this release, there was a single option to allow video calls. With the new chat enhancements enabled, agents and customers now have the ability to switch between chat, video, and VoIP calls (i.e., audio only).

When a VoIP call is allowed, either the agent or customer in an active chat session may initiate an audio call. Similarly, when both VoIP call and visitor video are allowed, either the agent or customer may initiate a video call. Note: Calls always start as audio, with the option to upgrade to video.

Additionally, both parties have the ability to turn their cameras on or off during a video session (i.e., it is not necessary for both parties to have cameras on to make video calls).

For more information, see the Agent Guide, section How to Have an Audio Chat and section How to Have a Video Chat.

Chat Transcript Templates for Messaging/Chat

Release 5.2 introduces the Chat Transcript Templates tab in Messaging/Chat, located within section Scenario Entries in Contact Center Administrator. This tab allows you to configure a template for the purpose of sending chat or message transcripts. The template also may be used for automated password recovery messages

Using Amazon CloudFront with Chat Widgets

Amazon CloudFront can be used for quick delivery of Bright Pattern Contact Center web chat components, such as scripts, CSS, and images.

Using the CloudFront content delivery system can significantly speed up the process of loading chat widgets in any part of the world. The Amazon Web Services cloud caches it from the nearest server in any geographic location, thus helping chat widgets to load faster than on our servers.

For more information, see the Chat Widget Configuration Guide, section How to Use Amazon CloudFront to Speed up Chat Widget Loading.

Content Erasure

To support compliance with the PCI DSS and GDPR requirements, Bright Pattern now allows authorized personnel to manually erase the content of any interactions selected via the Interaction Records page. Depending on the interaction media type, the content that can be erased includes voice recordings, voice recording transcripts, chat transcripts, the body of email messages, and screen recordings. Note that when content of an interaction is erased, the interaction record itself is preserved.

The ability to remove sensitive data from interaction records is enabled for users with the Security Administration privilege “Can edit and erase interaction records.”

System administrators can use the new Interactions Erasing feature to erase content from specific services and campaigns. For more information, see the Contact Center Administrator Guide, section Results tab.

Content erasure is recorded in your contact centers’s audit log. System administrators can find each instance of erasure by searching for “Erase” operations.

Agents can disposition an interaction (if such a disposition is enabled) with a request to erase content, provided that they give a reason. The disposition will initiate a workflow, which sends the system administrator an internal message with the request.

Extended Survey Functionality for IVR Scenarios

To extend Survey functionality, we have made the following changes to the Scenario Builder and Contact Center Administrator applications:

Custom Reporting Fields, previously located in subsection Reporting in Contact Center Administrator, has been renamed subsection Custom and contains two subsections: Custom Reporting Fields:5.2 and Custom Survey Fields.

In the Scenario Builder application Record block, the Transcribe recording (which uses a Speech To Text integration account) checkbox allows Speech To Text integration accounts to transcribe recordings. Once checked, it also allows you to create variables that store the transcription and sentiment of recordings.

In the Scenario Builder application Record block, the Store recording accessible via a URL field is used to create variables that allow you to send the URL as an email attachment or play it in Agent Desktop.

In the Scenario Builder application Save Survey Response block, two additional variable-entry fields are present: Conversation or recording text transcript and Conversation or recording sentiment. Here, you may enter the transcription and sentiment variables created in the Record block.

Additionally, the survey results storage table has been modified.

Agent Selection Options in Historical Reports

In the Reports tab of Contact Center Administrator, the checkbox Show disabled/deleted agents has been added to the agent selection drop-down menu. If left unchecked, the report will exclude disabled or deleted agents. The exclusion works even if agents had activity within the report time frame.

New JavaScript API Methods

New in-page JavaScript API methods allow agents to take certain actions directly from Agent Desktop. Previously, it was possible to take these actions only if they were included via scenario blocks in the Scenario Builder application.

With the postVariable method, a variable is pushed to a scenario as if the Set Variable block is included; the variable is then available in scenarios and workflows.

With the setReportingCustomField method, custom reporting fields can be entered during an agent’s interaction with a customer; the method works like the Set Custom Reporting Field scenario block.

For added convenience, the setDispositionByName method sets the disposition for the current interaction by name, rather than by alphanumeric code (as with setDisposition).

Note: Inclusion of these methods does not replace corresponding scenario blocks; they are still available for use.

Wallboard Builder Application Updates

Release 5.2 introduces the following updates to the Wallboard Builder application:

New widget options:

Widgets are now organized into the following categories: Standard Widgets, User Widgets, and Copy from Existing
- New Standard Widgets include:
  - Time - This widget displays the current time and date.
  - Image - This widget allows the user to upload an image to the wallboard.
- User Widgets incorporate the same statistics from an agent’s My Grades screen. These include:
- Copy from Existing allows you to copy any widget configured in any available wallboard to your current wallboard. These are organized alphabetically by wallboard name, then by widget name.

Additions to menu options:

The Rotation option allows the screen to rotate automatically between your choice wallboards at a fixed interval (in seconds).
The Hide Title Bar option allows users to hide the wallboard title and menu icon unless moused over. To hide the title bar, check the Enabled box. To return the title bar to the default view, uncheck the Enabled box.
The User Widgets option allows you to select and apply an individual user’s statistics instantly to all user widgets configured in a wallboard.

New Zealand Date Format

The region English-NZ has been added to Contact Center Administrator. When selected, the date format changes to DD/MM/YYYY.

For more information, see the Contact Center Administrator Guide, section Users > Location tab.

Auto Pin Case on Agent-Initiated Chat and Call

A new case and contact management setting allows cases created from an active call or chat to be automatically pinned to the creating agent. Automatically pinning interactions helps agents keep better track of work by preventing important chats and calls from getting lost.

For more information, see the Contact Center Administrator Guide, section Case & Contact Management > General Settings.

NICE Integration

NICE can be integrated for the quality management (QM) of your call center by allowing reporting on call state and agent messages. Integration is configured in the Integration Accounts section of Contact Center Administrator.

Location Settings for Proactive Offer Chat Widget

Release 5.2.2 introduces location settings for the Proactive Offer chat widget; these settings allow you to configure where the widget will appear on the screen.

For more information, see the Chat Widget Configuration Guide, section Proactive Offer Styling.

New and Updated Scenario Builder Blocks

New and updated scenario blocks are introduced in the Scenario Builder application; the blocks allow creation and alteration of internal database objects.

The Identify Contact block performs a search for contact information and associates contact information within the current interaction. The block can search either internal or external sources (i.e., those configured in Call Center Configuration > Identification). If this block is present anywhere in a scenario, automatic identification before the scenario start will not be performed.

The Bright Pattern Create Object block inserts a new object into the internal contact database. The allowed object types are Case, Contact, Company, and Activity History.

The Bright Pattern Delete Object block deletes an existing object from the database. The allowed object types are Case, Contact, and Company.

The Bright Pattern Update Object block updates an existing object in the database. The allowed object types are Case, Contact, and Company.

The Bright Pattern Search Object block finds an existing object in the database. The allowed object types are Case, Contact, Company, and Activity History.

From version 5.2.3 onward, the Retrieve Internal Record block will be replaced by the Bright Pattern Search Object block. While the block will still be supported for previous versions of Bright Pattern Contact Center software, it will not be possible to add this block to any new scenarios, post upgrade.

The Set Case block associates a case to the current interaction. When the interaction is delivered to the agent, the case tab will be automatically displayed on screen-pop forms.

“Searchable” Checkbox Added to Custom Fields

The Searchable checkbox has been added to the configuration of Contact, Case, Company, and Activity History custom fields. When selected, this checkbox creates a database index in your contact center for the checked field. Note a maximum of three custom fields per object type may be marked Searchable.

For more information, see the Contact Center Administration Guide, section Custom Fields.

Campaign Identification With Manual Outbound Calls

The checkbox Limit manual outbound calls to numbers in lists and record manual call results in campaigns has been added to Services & Campaigns > Outbound - General Settings for outbound or blended campaigns; it is available for all campaign types.

When enabled, this setting allows manually dialed phone numbers to be included in campaigns, should the phone number match one of the campaign’s dialable phone numbers; click-to-call numbers are also included. Once included in a campaign, manually dialed calls will be counted toward related campaign metrics.

Additionally, when this setting is selected, the following applies:

Calls adhere to Do Not Call (DNC) lists and safe-calling hours
Calls count toward dial attempts
Dial rules by disposition are allowed
Calls on closed records are prevented

For more information, see section Outbound - General in the Contact Center Administrator Guide.

Case & Contact Management Search Enhancements

Release 5.2.3 introduces settings that can either expand search capabilities for the My Cases section in Agent Desktop or remove them entirely.

The checkbox Display contacts and cases for default search results has been added in Case & Contact Management > General Settings.

If the checkbox is checked, the first 200 cases/contacts are displayed, newest first (sorted by creation date/time in descending order). If the checkbox is unchecked, no search information is displayed; the agent will see "Enter search criteria" in the middle of the table, instead.

Additionally, search parameters have been expanded to include date of birth, first name, last name, and company fields, as well as removing case sensitivity from email searches.

For more information, see Case & Contact Management General Settings in the Contact Center Administrator Guide.

Localization for Wallboard

Version 5.2.3 supports localization for the Wallboard application in English, German, and Japanese.

Daily WFM Agent Performance Reports

When scheduling WFM reports, agent performance reports are now run/delivered on a daily basis.

For more information see section WFM Reports in the Contact Center Administrator Guide.

WFM reason codes mapping for Not Ready reasons

Version 5.2.3 allows you to configure Not Ready reasons as numerical codes in real-time data.

For more information, see section Integration Accounts in the Contact Center Administrator Guide.

Loxysoft WFM Integration

Bright Pattern Contact Center software now supports integration with Loxysoft ProScheduler WFM. When configured, this allows the export of interactions statistics and agents events to Loxysoft.