Agent Desktop 2.0.2 Release Notes
The Agent Desktop 2.0 application is now generally available (GA). Service provider approval is no longer required to enable access. Starting with the Agent Desktop 2.0.2 release, all users can access Agent Desktop 2.0 directly via its dedicated URL (see below).
For general information about this application, see the initial Agent Desktop 2.0 release notes. To learn about changes since the initial release, continue reading.
Accessing Agent Desktop 2.0
Agent Desktop 2.0.2 requires BPCC core version 5.36.4 or later.
Agents can access Agent Desktop 2.0 via the URL ending /agent (e.g. https://example.brightpattern.com/agent), while the legacy Agent Desktop remains available at the URL ending /agentdesktop.
For now, the default contact center URL (https://<contact center URL>) will continue to open the legacy desktop by default. To make it open Agent Desktop 2.0 instead, please contact our Technical Support.
Changes in System Behavior
Email Acceptance Options in Busy State
- Agents with active interactions now see an Accept button in the call alert window, in addition to Accept & Open. Clicking Accept lets the agent keep working on their current interaction while adding the new interaction to the Active Interactions List.
Added/Updated Features
Standalone Mode
The following user-facing applications can now be used in standalone mode when Agent Desktop 2.0 is not active:
| Application | URL Ending | Example URL |
|---|---|---|
| Calendar | /calendar
|
https://example.brightpattern.com/calendar |
| Campaign Operator | /campaigns
|
https://example.brightpattern.com/campaigns |
| Chat Center | /chat
|
https://example.brightpattern.com/chat |
| Quality Management | /omni-qm
|
https://example.brightpattern.com/omni-qm |
| Knowledge Base | /knowledge-base
|
https://example.brightpattern.com/knowledge-base |
| Home Page | /home
|
https://example.brightpattern.com/home |
Standalone applications can be accessed independently of Agent Desktop 2.0 via direct URL (see above). Additionally, standalone Knowledge Base can be accessed via article links (e.g. https://example.brightpattern.com/knowledge-base/?articleId=6ad123e50e12c7e8e3344704).
Logging in to Chat Center in standalone mode sets your user status to Active - Chat Only in the Directory and anywhere else user status is shown. Logging in to standalone applications that have no voice or chat functionality sets your user status to Offline.
OneCloud Integration
Agent Desktop 2.0 now supports OneCloud integration, allowing internal call and chat communications between contact center agents and OneCloud users. Contact your service provider for access.
Appearance Options
Agent Desktop 2.0 now offers multiple visual mode, contrast, and table density options. To change the appearance of your Agent Desktop 2.0 instance, click on your user icon in the top bar, then select Appearance from the available options.
Email and Case Enhancements
- Bulk Case Assignment
- Supervisors can now assign multiple cases to an agent at once via the Records > Cases pane.
- Inline Images
- Inline email images, such as logos in signatures, are no longer added to emails as attachments.
- Attachments Indicated in Case Lists
- A column indicating whether a case has any attachments is now available for all email case list views. This column is hidden by default and can be displayed via Manage Columns.
- Added Reopened Case Status
- Changing a case's status from Resolved to Open now causes its status to be listed as Reopened. Additionally, a column indicating case status is now available for all case list views. This column is hidden by default and can be displayed via Manage Columns.
- Configurable Auto-Accept Setting for Email
- Admins can now enable the new Auto-accept emails feature in the Email Service configuration section of the admin portal. When enabled, the admin can specify an Auto-accept timeout, which controls the amount of decision time an agent is given when presented with a new interaction before the system automatically accepts it on their behalf.
- Options to Remove Controls Related to Multi-media Case Management
- Configuration profiles now feature two new Case and Contact Management settings, which are enabled by default:
- Add new cases for calls and chats: Allows agents to create a case from an active service call or chat by clicking Create case in the communication panel. Disable to hide the Create case menu item.
- Associate calls and chats with existing cases: Allows agents to associate an active service call or chat with an existing case by clicking Use in the case preview pane. Disable to hide the Use button.
Real-Time Supervisor Alerts
Note: Requires Intelligence Engine 1.7.
Administrators can now configure alerts to immediately notify supervisors when certain intents are detected in live voice and chat interactions. This allows supervisors to immediately intervene at critical moments, such as when a customer asks for a supervisor, a customer reports being in danger, or a call goes silent.
- Alerts appear as pop-up notifications, in the navigation panel, and next to the affected agent in the Agents table. Each alert shows the agent, the issue detected, its severity, and whether the interaction is still active.
- Supervisors can use the Intent Notification Configuration dialog to select which optional alerts to receive, or limit alerts to their own subteam.
- Administrators assign alerts to services and decide which are mandatory for every supervisor.
- Alerts are retained for 30 minutes, allowing supervisors to catch up after a break, coaching session, or burst of alerts.
Configurable Auto-Start Setting for Video Chat
The Chat Settings page now features a checkbox labeled Automatically start agent video when customer video starts. This contact center-wide setting controls whether or not a customer enabling video during an interaction automatically triggers the corresponding agent's video. This feature is only configurable in the admin portal for contact centers with Agent Desktop 2.0 enabled.
To set up this feature, see here.
Added Email Signature Variables
The following Knowledge Base and Email Header/Footer variables are now supported in Agent Desktop 2.0:
$(user.extension): The user's softphone extension number
$(user.rank): The user's rank
$(user.workPhone): The user's work phone number
$(user.mobilePhone): The user's mobile phone number
$(user.accessNumber): The access number of the user or extension type assigned to the user< Previous | Next >