WhatsNew/Version5.16.0

Version 5.16.0

Bright Pattern Contact Center version 5.16.0 is a release that includes various features and bug fixes.

Note: If you are upgrading to this version from a previous release, be sure to review the prior release notes for any versions you may have skipped past, as these release notes include important information about features, defects, and upgrade notes for each specific version.

Notices

"Terminate Calls on Voice Recording Failure" Is Now a Tenant Feature

The Service Provider application now includes the Terminate calls on Voice Recording failure tenant option, which allows the system to terminate calls in cases when the system can detect a failure to record a call.

If you had previously enabled the tenant advanced option terminate_calls_on_voice_recording_failures, upon upgrading to this version of Bright Pattern Contact Center software the system will read the defined value of the advanced option and initialize the feature checkbox accordingly. If this option was not previously defined, the feature is not enabled.

Support for Internet Explorer 11 Will Be Discontinued in Six Months

In November of 2022, Bright Pattern will discontinue support for Internet Explorer 11 (IE11). Existing applications may continue to work for a time after discontinuation, but Bright Pattern will no longer test products in IE11 or fix IE11-related issues.

Changes in System Behavior

Change to Trunk Setting for Campaigns

The Service Provider application trunk setting Do not use for outbound campaign dialing is renamed Do not use for Progressive, Predictive and Automatic campaign dialing. Starting from this release, Preview campaigns will be excluded from this option. The change is made in order to reflect the existing products of telecom providers, specifically, trunks that allow for a greater capacity of short-duration calls.

New Section for Regions

The Service Provider application now includes a dedicated section for defining regions for tenants and hosts. Previously, clicking the edit region links from either section Trunks or section Hosts & Components would cause the configurable Regions box to pop. Now, when the edit region links are selected, users will be redirected to this new section.

Feature for Ending Calls When Recordings Fail Moved

The Service Provider application now includes the Terminate calls on Voice Recording failure tenant option, which allows the system to terminate calls in cases when the system can detect a failure to record a call. Enabling this setting can help tenants stay compliant with legal recording requirements.

Added/Updated Features

The following features have been added or updated for this release.

Agent Desktop

Services Dashboard for Managing Demand Against Resources

Bright Pattern is pleased to announce the addition of the Services Dashboard, a feature that allows supervisors that have been granted appropriate privileges to compare service demand against available contact center resources (i.e., agents).

Using historical data, the Services Dashboard presents lets your supervisors review and analyze essential workforce management elements, including:

• Logged-in agents, which represents the result of scheduling and intra-day management
• Call volume, which provides the actual service demand
• Service level, which is an important key performance indicator (KPI)

The dashboard helps supervisors to identify critical over- and under-staffings and, thus, can highlight the need for workforce management improvements.

Note that this feature must be enabled for your contact center by your service provider. For more information, contact your service provider. For service providers, see the Service Provider Guide, section Services Dashboard Configuration.

Contact Center Administrators

Agent Desktop Helper Application Security Enhancements

Additional security enhancements are implemented in the Agent Desktop Helper Application. It will now work only with configured sites (domains.) Administrators can configure a list of approved sites for agents to access.

Disaster-protected Call Recording Option

This version of Bright Pattern Contact Center software introduces an option to make and store voice recordings of every call in two separate locations. This guarantees availability of recordings in case of a single failure of any component involved in the process of voice recording and/or storage. For more information, contact your service provider.

Historical Records of Recording Failures

If your contact center uses voice recordings features, this release now includes information that explains why the recording started and why it stopped. If a recording stopped due to a failure, information about the type of failure is also provided. Specifically, this information is added to the voice_recording table via the following fields:

• start_reason
• stop_reason
• error
• fallback_error

Localized Bright Pattern Contact Center Applications and Modules

The following applications and modules have been localized:

• Agent Desktop - Korean
• Contact Center Administrator - Korean, Spanish
• Omni QM - Korean
• Wallboard - Korean

Microsoft Azure Client Secret Expiration Tracking

If your contact center integrates with Microsoft Teams or uses the Microsoft Graph API as a method for email authentication, client secret expiration dates are now displayed adjacent to where the client secrets are entered. Specifically, admins may view the Microsoft Team client secret expiration date in the Contact Center Administrator application, section Call Center Configuration > Integration Accounts; service providers will be able to see the Microsoft Azure/ Graph API client secret expiration in the Service Provider application, section System Configuration > Email Settings.

Preventing Multiple Callback Requests from Same Caller

Starting from this release, the If scenario block contains an option that allows the system to check if a callback was already scheduled for a caller in the virtual queue. Repeated callback requests can be terminated with an announcement. This helps your contact center avoid making additional/unnecessary callbacks.

Routing Option in the "Find Agent" Block

Starting from this release, the Find Agent scenario block includes the routing option Ignore agent idle time and relative allocation of their capacity. When enabled, this option allows interactions to be routed to agents at a random distribution (i.e., it ignores the configured omni-channel routing strategy). A random distribution can alleviate situations where more new leads are routed to agents responding to past interactions rather than agents attempting to handle active interactions.

Strip Domain Suffix From SSO Login Names

For contact centers that use Single Sign-On (SSO) integration accounts, the setting Strip domain suffix from login names is added. When this checkbox is selected, this option removes the domain suffix from user logins. For example, jane.doe@website.com would be converted to simply jane.doe. If the box is unchecked, the full login name will be used. This box is unchecked by default.

Web Chat History Displayed in Chat Widget

For a chat interaction that is part of an identified case, it is now possible to display transcripts of the previous chats within the same case to all chat participants.

The chat history is stored on the server side. As a more secure method of chat history storage and delivery it takes precedence over the previously available client-side anonymous chat history method if both are enabled.

On the agent side, the chat history is provided directly in the chat window, so both the customer and the agent see the exact same chat history. On the agent side, chat history is supported in the Agent Desktop application and in the Embedded Agent Desktop widgets (i.e., in CRMs).

Note that chat history relies on case identification and needs to be specifically enabled in the Set Case scenario block or via a corresponding variable as explained in this tutorial.

Service Providers

Disaster-Protected Recordings for Tenants

For call centers where call recordings are a critical part of the business process, this version introduces the Disaster-Protected Recordings option. When enabled, each call will be recorded twice in two separate locations. This guarantees recording availability in case of a single failure of any component involved in the process of voice recording and/or storage.

“Availability” covers the specified retention period and includes export, playback via Bright Pattern Contact Center (BPCC) software, downloads, and access via API. The option is configured by the service provider and is transparent to the tenant admins. All recording-related functions/controls are the same: if a recording is not present in the primary storage, BPCC will retrieve a copy from the backup storage “behind the scenes” as needed. Please note that when the Disaster-Protected Recordings feature is enabled (for all or majority of the tenants in a cluster) each RTP Processor instance will consume slightly more CPU resource.

Known Issues

For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.

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