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What's New in Version 3.17.0
The following features are new for Bright Pattern Contact Center version 3.17.0.
Call Recordings for Each Transfer Segment
When exported recordings are used for quality management purposes, supervisors often want to review only portions of calls that their agents handled, rather than listen to the entire recording.
Bright Pattern now allows separate call recordings to be saved/exported for each agent segment of a voice interaction. This feature helps supervisors to review selected segments of exported call recordings.
In Contact Center Administrator > Services & Campaigns > Results > Periodic Recording Export Jobs, you can specify whether the content to be exported is the entire call recording or just the agent transfer segment.
In the recording metadata and file names, a complete recording can be distinguished from a segment using the new field “Type” and file name component $(type), respectively.
For more information, see the Contact Center Administrator Guide, section Results Tab.
Pure Talk Time in Recording Metadata
The recording metadata for each call used to show data for call duration, including hold times and After Call Work (ACW). Now, in addition to that, the metadata also shows pure talk time (for both complete recordings and segments).
Pure talk time is reported in the new metadata field “Pure Talk Time” and filename component $(pureTalkTime).
New Historical Metrics (Held and Max Hold Time)
Additional metrics are available for “Hold” in Call Detail and Agent Activity records, making it easier to analyze hold instances and times and determine, for example, whether agents need additional training.
In Call Detail records, the new metrics are:
- Held - The number of times the call was placed on hold (for chats, the number of times the chat interaction was out of focus)
- Max Hold - The duration of the longest of the above instances
For the call-handling Agent Activity records, the new metrics are:
- Held - The number of times the agent placed the call on hold during this activity (for emails and chats, the number of times the agent had the interaction out of focus during this activity)
- Max Hold - The duration of the longest of the above instances
These metrics can be added to JRXML report templates in Jaspersoft Studio or in BPXML report templates (see the Custom Reporting Tutorial, section BPXML Syntax and Samples). These metrics are also available via direct access to the Reporting database.
Screen Recording Options for Multiple Screens
In some contact centers, agents use multiple monitors, and all screens are recorded and compiled into a single view. Because the screens are compacted into this view, it can be difficult to see the contents of each screen.
With the following new options, Bright Pattern makes it easier to view the recordings of multiple screens:
- Record all - All screens are recorded (default setting)
- Record primary monitor only - Only the screen defined as primary in the OS settings shall be recorded
- Record largest monitor only - Only the screen with the highest resolution shall be recorded (if all screens have the same resolution, the primary screen shall be selected for recording)
For more information, see the Contact Center Administrator Guide, section Screen Recording.
KDDI Support
Version 3.17 enhances support for KDDI trunks.