From Bright Pattern Documentation
< WhatsNew
Revision as of 09:13, 16 August 2019 by Marina (talk | contribs) (Created page with "詳しい情報については、''Simplified Desktop .NET API 仕様''のAPI 方式および''シナリオビル...")
Jump to: navigation, search
Other languages:
English • ‎日本語

バージョン 5.3.5

Bright Patternコンタクトセンターのバージョン 5.3.5はマイナーリリースです。このバージョンに以下の新機能が含まれます。

ご注意: 以前のリリースからこのバージョンにアップグレードする場合、過去にスキップしたバージョンの主なリリースノートを必ずご確認ください。なぜかというと、これらのリリースノートには各バージョン特有の機能に関する重要な情報が含まれているからです。

機能とメモ

Simplified Desktop .NET APIにおけるPCIに準拠した対話の処理

PCIに準拠した電話経由のクレジットカード決済ソリューションをサポートするために、Simplified Desktop .NET APIに新しい方式が追加され、シナリオビルダーアプリケーションに新しい機能が追加されました。

新方法には以下が含まれます:

シナリオの新機能には以下が含まれます:

これらの追加により、支払い処理中、現在の通話のブラインド転送が可能になります。 エージェントはお客様から切断され、収集されたデータは関連するシナリオにポストバックできます。この場合、シナリオでは、PCI-DSSに基づいて何も記録されません。

詳しい情報については、Simplified Desktop .NET API 仕様API 方式およびシナリオビルダーリファレンスガイドビルトイン機能をご覧ください。

Encryption Settings Menu Relocation

In the Contact Center Administrator application menu, section Encryption Settings was moved from under the Quality Management section header to under the Security section header.

Added Chat Widget Styling Options

The following options are added to the Chat Widget Styling editor:

  • When enabled, Remote editing allows agents to enter or update data via the customer’s screen. Note that this option is available only if the setting Enable cobrowsing is enabled.
  • If the Emoji selector option is enabled, agents and customers can click on the emoji icon, which pops the emoji selector tab; when selected, the emojis will appear in chat messages. Note that this option is enabled by default (i.e., it must be disabled if the emoji selector is to be removed).
  • The editable field Required Field text lets administrators configure the message that appears when required fields are not filled out. Note that this feature was implemented in version 5.3.4.
  • The editable field Refers to Required Fields text lets administrators configure the message that appears when referring to required fields. Note that this feature was implemented in version 5.3.4.

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

New Proactive Offer Conditions

The following conditions are added to the Proactive Offer chat widget: Estimated wait time, below and Non-mobile browser.

The condition Estimated wait time, below allows administrators to show the proactive offer only when the expected time in the queue for customers would be less than the configured amount of time.

When configured, the Non-mobile browser condition allows proactive offers to be blocked on mobile devices.

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

Maximum Concurrent Chats Per User

The setting Maximum concurrent chats is added to the Contact Center Administrator application, section Users. When configured, this option lets administrators define the total number of concurrent chats an agent will process at a given time.

Note that when set to a lower number of chats than set in omni-channel routing, this setting will impact agent occupancy, where 100% of occupancy will be the maximum number of chats from the omni-channel routing setting, and less when clamped down by this per-user setting (e.g., 4 chats in omni-channel routing - 100%, clamped to 3 - 75%). We will be addressing this in upcoming releases.

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

Pre-Chat Form Data Validation

In pre-chat forms, the data entered in the following field types will be automatically validated: phone number, callback phone number, email, or date; the data must be entered in the specified format before the form is accepted. Note that the validation functions are intended only to check that the entered data is entered in the correct format. That is, the functions are not expected to verify whether mailboxes, domains, or phone numbers actually exist, nor to modify the valid entered data in any way.

For more information, see the Chat Widget Styling Guide, section Working with Form Fields.

Co-browsing Indicator Variable for Reporting

The scenario variable $(item.coBrowsing) may be used to determine if a co-browsing session was requested by the chat client. The variable may be added to custom reporting fields in scenarios.

For more information, see the Scenario Builder Reference Guide, section Variables.

Co-browsing Configuration Note

For customers upgrading to version 5.3.5 who configured chat per the full chat code on older versions of Bright Pattern Contact Center:

If the togetherJS_enabled variable was used to enable co-browsing, after you upgrade, the Chat Widget Styling option Enable cobrowsing will have priority over the variable after any changes are made and saved in Chat Widget Styling. If you wish to configure co-browsing, we recommend enabling this setting in Chat Widget Styling.

Text Labels for Co-browse and Exit Icons

In the chat widget, tooltips containing text labels are added for the Co-browsing and Exit icons, which allows customers to see the names of the icons on mouseover.

Extended Knowledge Base Variable Functionality

The Knowledge Base answer variable $(from.name) is expanded to include chat interactions. That is, when this variable is used in Knowledge Base articles, the variable will populate with the name entered in pre-chat forms.

For more information, see the Contact Center Administrator Guide, section Knowledge Base.

CC/BCC Viewable in “Show Original Email Content”

When agents send outgoing emails that include CC or BCC fields, it is possible to see the email addresses from these fields when the Show original email content button is selected.

< 前へ | 次へ >