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Functionality includes the following new features: | Functionality includes the following new features: | ||
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==== Enable New Dialer Features for Specific Tenants ==== | ==== Enable New Dialer Features for Specific Tenants ==== | ||
System administrators can enable the new dialer functionality for a specific tenant via a checkbox located in the ''Features'' menu of the System Configuration portal. Once the new dialer is enabled, the old dialer will no longer be used. If for some reason it is necessary to revert back to the original dialer, all progressive campaigns leveraging the personal assignments feature will continue to work; however, all personal assignments will be ignored. System administrators will be able to see which tenants have enabled the new dialer as well as the host where it is running. | System administrators can enable the new dialer functionality for a specific tenant via a checkbox located in the ''Features'' menu of the System Configuration portal. Once the new dialer is enabled, the old dialer will no longer be used. If for some reason it is necessary to revert back to the original dialer, all progressive campaigns leveraging the personal assignments feature will continue to work; however, all personal assignments will be ignored. System administrators will be able to see which tenants have enabled the new dialer as well as the host where it is running. | ||
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==== Personal Assignments for Progressive Campaigns ==== | ==== Personal Assignments for Progressive Campaigns ==== | ||
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=== Other Features === | === Other Features === | ||
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==== Automatic IVR Campaign Limit ==== | ==== Automatic IVR Campaign Limit ==== | ||
Automatic IVR campaigns had a limit of 100 concurrent calls. An advanced option has been added to the ''Tenant Configuration'' section of System Management named ''automatic_max_concurrent_calls''. The concurrent automatic IVR campaigns may now have a range between 1 and 1000 concurrent calls. The default value is still 100. | Automatic IVR campaigns had a limit of 100 concurrent calls. An advanced option has been added to the ''Tenant Configuration'' section of System Management named ''automatic_max_concurrent_calls''. The concurrent automatic IVR campaigns may now have a range between 1 and 1000 concurrent calls. The default value is still 100. | ||
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==== Remembering the Last Selected Service for Outbound Emails ==== | ==== Remembering the Last Selected Service for Outbound Emails ==== | ||
Revision as of 17:35, 1 August 2022
5.18.0 Release Notes
Bright Pattern Contact Center version 5.18.0 is a release that includes new features and improvements.
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
Dialer Pre-Release Opt-In
This version of Bright Pattern's Contact Center includes a pre-release of a new Dialer functionality. By default, new dialer functionality is not yet available for all tenants. If you wish to participate in early adoption, open a support ticket via support.brightpattern.com.
Browser Support Changes
In November Bright Pattern will discontinue support for Internet Explorer 10 (IE10) and Internet Explorer 11 (IE11). Existing applications may continue to work for a time after discontinuation, but Bright Pattern will no longer test products in IE10-11 or fix IE10-11-related issues.
OS Support Changes
Support for Windows 7 is discontinuing, as is support for Ubuntu 18.04.
New Recommendations
Recommended Operating Systems
- Windows 8.1, Windows 10, or Windows 11
- Mac OS X 10.15 (Catalina) +
- Chrome OS support via auto update
- Ubuntu 20.04
Recommended Browsers
- Google Chrome 96.0 and later for Windows OS
- Microsoft Edge 13 and later
- Mozilla Firefox 94 and later
- Safari 15.1 and later for Mac OS X
Changes in System Behavior
Dialer Pre-Release
This version of Bright Pattern's Contact Center includes a pre-release of a new Dialer functionality. Please note that, by default, new dialer functionality is not yet available for all tenants; it is only available to those who have requested early adoption. If you wish to participate in early adoption, open a support ticket via support.brightpattern.com.
Individual calling records can now be personally assigned for situations where all communications related to a case must be handled by a single individual. Previously, "Agent Login ID" was used only during preview campaigns to assign call list records to specific agents. Now "Agent Login ID" is also used during Progressive campaigns to assign appropriately-skilled agents to specific call records so long as the agent belongs to the team assigned to the campaign or has been individually assigned the campaign skill. This enables call centers to assign agents possessing several skills to multiple campaigns. Call lists can now be sorted by "Agent Login ID" to best track these personal assignments.
This update includes one new disposition for calls routed to individual agents: No Assigned Agent - Before Answer. This disposition occurs prior to the outbound call being answered when the dialer sees that the assigned agent is unavailable.
Improvements were also made to the overdial rate settings. In the current dialer, you can set an initial overdial rate when you configure a progressive campaign in the Contact Center Administrator. After some time, however, when the dialer has accumulated enough data, it will automatically switch to a calculated overdial mode, based on the actual answering rate. The overdial rate in the new dialer can now be set to a constant overdial rate that does not adjust automatically, but simply follows the indicated setting.
Listen to Recordings Linked to External CRM Records Privilege
Inconsistent application of the privilege Listen to Recordings Linked to External CRM Records has been fixed. Going forward, this privilege is required for listening to recordings via external CRM activity records. Always ensure that this privilege is enabled for users if you are integrated with an external CRM, and your users access call recordings via links in the CRM records.
Added/Updated Features
The following features have been added or updated for this release.
ServiceNow Widget Update
ServiceNow version 2.20 for the embedded widget has been updated. The fixes and enhancements include:
- Support for screen-pop to display search results when connecting to an agent
- Support for activity banner for multiple tabs
- Support for activity history saving with multiple ServiceNow tabs open
- Support for case screen-pop when transferring calls
- Support for activity history for problem tickets
Dialer Pre-Release
This version of Bright Pattern's Contact Center includes a pre-release upgrade of new Dialer functionality. Please note that, by default, new dialer functionality is not yet available for all tenants; it is only available to those who have requested early adoption. If you wish to participate in early adoption, open a support ticket via support.brightpattern.com.
Functionality includes the following new features:
Personal Assignments for Progressive Campaigns
It is now possible to use Agent Login ID to assign specific agents to call records when running progressive campaigns.
Option to Sort Lists by Personal Assignment
New dialer functionality includes the ability to sort call records by Agent Login ID.
Assign Agents from Different Services to Multiple Campaigns
Rather than assigning teams from different services to multiple campaigns, agents can be assigned to call records from multiple campaigns based upon skill. This means that any agent, if assigned their own set of skills, will be able to answer calls from any campaign where they have skills assigned.
Constant Flat Dial Rate for Progressive Campaigns
New dialer functionality includes an option for a constant overdial rate. This means the system will not automatically adjust the overdial rate; instead, it maintains the rate indicated in the original Overdial Rate, % setting.
Contact Center Administrators
Survey EMail Block Expanded in Scenario and Workflow Builders
Starting from this release, surveys are supported for email interactions. Surveys are now also correctly reflected in the aggregated reports, regardless of when they were completed.
Configurable Timeout Implemented in Scenario and Workflow FetchURL Blocks
The FetchURL scenario and workflow blocks now have the option to set a timeout for situations when processing external web service API requests runs longer than expected. This option allows scenarios and workflows to move to the next block if there is no API response within the time configured. The range for this field is between 2 and 100 seconds; when left blank, the set time defaults to 100 seconds, which is consistent with current system-wide settings.
System Management
IBM Watson STT Options Selection
RTP Processor supports the latest set of language models (_Telephony) recommended by the IBM Watson Speech-to-Text (STT) engine. In addition, system administrators can now explicitly specify the desired language model for a language using RTP Processor advanced options. Two options are provided: NarrowbandModel or _Telephony.
For more information, see the Advanced Configuration Options, section RTP Processor.
Other Features
Remembering the Last Selected Service for Outbound Emails
The email draft editor selector forced agents that were sending unsolicited outbound emails to select a service every time a new outbound email was sent. Unselecting the Reset selected service for outbound calls after each call checkbox in the Contact Center Administrator now allows the email service selector to remember and display the default service chosen by users until another service is selected.
CRM Widgets Display Real-Time Information
The directories of the CRM widgets (e.g., Zendesk, Microsoft Dynamics, ServiceNow, SFDC Service Cloud and SFDC Lightning) can now display real-time information about the status of agents and services in the same way this information has been available in the directory of the Agent Desktop application.
Known Issues
For more information about known issues for Bright Pattern Contact Center, please see Known Issues and Workarounds.