Contents
- What's New in Version 3.16
- Features in 3.16.0
- 1 Features in 3.16.2
- 1.1 Salesforce.com Lightning Interface Support
- 1.2 Email UI Improvements
- 1.3 Wallboard Improvements
- 1.4 Wallboard Templates
- 1.5 HTML Links in Web Chat
- 1.6 Edit Global Canned Chat Responses
- 1.7 Voicemail Pause/Resume
- 1.8 Option to Remove Phone Icon from Active Chat Window
- 1.9 Configuration Option for Invalid Digit Selection
- 1.10 Agent State Duration
Features in 3.16.2
Bright Pattern Contact Center version 3.16.2 is a maintenance update. The behavior of the following features has changed in version 3.16.2.
Salesforce.com Lightning Interface Support
Bright Pattern call centers are now supported on three Salesforce.com interfaces: Classic, Service Cloud, and Lightning. See the Salesforce.com Integration Guide for more information.
Email UI Improvements
When agents view received emails in their Team Queue or My Queue, they now see the date field. Upon opening the email, agents now see the “To” field showing the email recipients. In addition, email attachments can now display international characters in the filenames.
Wallboard Improvements
Wallboards now feature the following UI improvements and additions:
- The set of metrics available for display via wallboard has been extended to include most of the real-time metrics currently available to supervisors via the Metric Views of the Agent Desktop.
- In the metric selector drop-down menu, it is now possible to search for the desired metric using any element of its name.
- Single sign-on functionality: users no longer need to log into the wallboard view. Instead, their login credentials from the Agent Desktop are used to determine wallboard views and options available to them.
- Available wallboards can now be rotated on the screen automatically with a configurable rotation period.
- Statistical values are consistently formatted according to their type.
- Additional filters in the Agent Grid have been added, which show only "Logged-In" or only "Busy agent."
- Users now have the capability to create a widget with free-form static text.
- A warning message provides the user with the option to duplicate a global wallboard before pulling it for editing.
- Pressing Enter and Escape buttons on the computer keyboard is now the equivalent of clicking OK and Cancel buttons on wallboard dialogs.
- The overall responsiveness of the wallboard user interface is improved.
- Other various minor user interface improvements and fixes have been made to wallboards.
Wallboard Templates
New wallboard templates allow for the quick creation of wallboards. Choose from the following templates, or create your own custom wallboard from an "empty" template.
- Outbound Campaigns
- Contact Center Overview
- Inbound Wallboard
- All Agents
- Email Wallboard
HTML Links in Web Chat
In web chats, you may copy and paste URLs into the text input field and have them appear as clickable, underlined links.
Edit Global Canned Chat Responses
On the Agent Desktop, you can create and edit canned chat responses for both personal use and global use. You can select which team(s) have access to the chat response.
Voicemail Pause/Resume
Voicemail playback controls include the option to pause or resume playback.
Option to Remove Phone Icon from Active Chat Window
The Chat Widget Configuration editor now provides the option not to show the phone call button in the customer's chat window. This removes the possibility to upgrade a chat to a voice call on the customer side.
Configuration Option for Invalid Digit Selection
In the Scenario Builder application, the Menu block now provides the option to ignore an invalid digit selection.
Agent State Duration
Agents' time in the Ready and Not Ready states will no longer be reset by unanswered non-service calls (i.e., calls made directly to their extension).