Latest revision as of 00:07, 23 January 2019

Administrator Docs

The following docs apply to system administrators working in Bright Pattern Contact Center version 3.18.

Bright Pattern Contact Center Administrator

General

What's New in Version 3.18.x

Read about the features and enhancements added to Bright Pattern Contact Center in version 3.18.x.

Frequently Asked Questions

Browse real questions (organized by topic) asked by Bright Pattern customers and clients.

Reference and How-To

Chat Widget Configuration Guide

The Chat Widget Configuration Guide describes explains how to configure and customize chat widgets that will be used on mobile/desktop websites.

Contact Center Administrator Guide

The Contact Center Administrator Guide describes the configuration of contact center resources, including agents and other users, agent teams, contact center services with associated skills, scenarios, and operation schedules, extensions and access points, and various other settings.

Form Builder Reference Guide

Learn how custom activity forms are constructed for the Agent Desktop application.

Outbound Quota Tutorial

The Outbound Quota Tutorial explains how various types of outbound quotas are used in campaigns (e.g., opinion polls and surveys).

Scenario Builder Reference Guide

See how the building blocks of the Bright Pattern scenario language are used and managed in the Scenario Builder application.

Virtual Queue Tutorial

Learn about how Bright Pattern's virtual queue option works.

Wallboard Builder Reference Guide

This guide explains how to view and edit Bright Pattern wallboards.

Configuration

System Requirements

Keep your Bright Pattern-based contact center operational by conforming to these system requirements.

Agent Desktop Helper Application

In order to use functions such as softphone and screen pop on your Agent Desktop, you'll need to download and enable the Agent Desktop Helper Application.

Initial General Configuration (Quick Start)

Not sure where to start? This quick start gives the recommended order of the most common contact center configuration tasks.

Inbound Voice and Chat Configuration Checklist

Learn about the recommended general order of configuring an inbound voice or chat service.

Email Configuration Checklist

View the recommended general order of configuring email services associated with a particular email address.

Outbound Configuration Checklist

This section outlines the recommended general order of configuring an outbound campaign.

Reporting

Custom Reporting Tutorial

Learn how the TIBCO Jaspersoft Studio application can be configured for creating custom report templates.

Reporting Database Specification

View definitions of the statistical data and detailed records that are used for generating the out-of-the-box Bright Pattern Contact Center reports.

Reporting Reference Guide

The Reporting Reference Guide explains all the reports available in Bright Pattern Contact Center, along with how to interpret campaign results, search for interaction records, and review associated call recordings and chat transcripts.

CRM Integrations

Oracle Service Cloud Integration Guide

This guide shows you how to integrate Bright Pattern with Oracle Service Cloud to enable single sign-on, data-driven interaction routing, screen pop, activity history, and click-to-call functions.

Salesforce.com Integration Guide

This guide shows you how to integrate Bright Pattern with Salesforce.com (SFDC) applications to enable single sign-on, data-driven interaction routing, screen pop, activity history, and click-to-call functions.

Zendesk Integration Guide

This guide shows you how to integrate Bright Pattern with Zendesk to use existing Zendesk data and records in conjunction with live chat, messaging, talk services, and analysis and reporting.

APIs

Desktop Integration API .NET Version Tutorial

Learn how to use the Bright Pattern Contact Center Desktop Integration API to control agent states and handle calls from .NET-based applications.

Desktop JavaScript API Specification

This spec explains the Desktop JavaScript API that provides access to Agent Desktop functions.

List Management API Specification

This spec describes the methods and responses of the List Management API, which can be used to manage the contents of lists via third-party applications.

Mobile API Plug-in for Appery.io Tutorial

Learn how to use the Mobile API plug-in to connect with the ServicePattern Mobile API.

Mobile/Web API Specification

This spec describes the methods, responses, and events of the Mobile API, which can be used to develop customer-facing mobile and web applications for advanced chat, voice, and video communications.

Recording Retrieval API Specification

This spec lists the methods that are used to get recording files and recording metadata.

Real-Time Statistics API

This spec lists the methods and responses of the Real-Time Statistics API.

Simplified Desktop .NET API Specification

This spec describes the methods and events of the Simplified Desktop .NET API, which provides access to Agent Desktop functions from .NET-based third-party applications.

User Management API Specification

Learn about the methods and responses of the User Management API, which can be used for automated user provisioning with third-party systems.