Revision as of 21:21, 15 November 2018

• 3.17 • 3.18

What's New in Version 3.18.0

The following features are new for Bright Pattern Contact Center version 3.18.0.

Blending Inbound/Outbound Predictive Dialing

Starting from this release, the Dialer tracks inbound calls that may be handled by agents who are assigned to work for outbound campaigns. This significantly improves the operation of predictive campaigns in blended (inbound/outbound) environments.

For more information, see the Contact Center Administrator Guide, section Outbound - General.

Dialable Metric for Wallboard

The Dialable metric is now available in the Wallboard application; it may be displayed in the Single Statistic widget and Service Grid widget. This metric displays the number of records in the list/campaign of non-closed records that can be called right now (taking into account calling hours and reschedule limitations). For more information, see the Wallboard Builder Reference Guide.

Recording Retrieval API Methods

The Recording Retrieval API Specification includes methods for getting audio files and audio recording metadata for recorded voice interactions. To use the API, you need to have the “Allow recording export API access” privilege.

For more information, see the Recording Retrieval API Specification, section Get File and Get Metadata.

User Management API Extended with Get All Users

The User Management API now includes Get All Users, a new method for automatically exporting detailed information for all users. The method response includes the following new fields: external, voiceMail, and greeting.

For more information, see the User Management API Specification, section Get All Users.

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-<translate>= What's New in Version 3.17.0 =
+<translate>= What's New in Version 3.18.0 =
-The following features are new for Bright Pattern Contact Center version 3.17.0.
+The following features are new for Bright Pattern Contact Center version 3.18.0.
-== Call Recordings for Each Transfer Segment ==
+== Blending Inbound/Outbound Predictive Dialing ==
-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.
+Starting from this release, the [[Contact-center-administrator-guide/Outbound-DialRules|Dialer]] tracks inbound calls that may be handled by agents who are assigned to work for [[Contact-center-administrator-guide/Outbound-General|outbound campaigns]]. This significantly improves the operation of [[Contact-center-administrator-guide/Outbound-General#Predictive_Options|predictive campaigns]] in blended (inbound/outbound) environments.
-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.
+For more information, see the ''Contact Center Administrator Guide'', section [[Contact-center-administrator-guide/Outbound-General|Outbound - General]].
-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.
+== Dialable Metric for Wallboard ==
+The Dialable metric is now available in the Wallboard application; it may be displayed in the [[Wallboard-builder-reference-guide/SingleStat|Single Statistic]] widget and [[Wallboard-builder-reference-guide/ServiceGrid|Service Grid]] widget. This metric displays the number of records in the list/campaign of non-closed records that can be called right now (taking into account calling hours and reschedule limitations). For more information, see the ''Wallboard Builder Reference Guide''.
-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 ''$(type)'', respectively.
+== Recording Retrieval API Methods ==
+The Recording Retrieval API Specification includes methods for getting audio files and audio recording metadata for recorded voice interactions. To use the API, you need to have the “[[Contact-center-administrator-guide/Privileges#Allow_recording_export_API_access|Allow recording export API access]]” privilege.
-For more information, see the ''Contact Center Administrator Guide'', section [[3.17:Contact-center-administrator-guide/ResultsTab | Results Tab]].
+For more information, see the Recording Retrieval API Specification, section [[Recording-retrieval-api-specification/GetFile|Get File]] and [[Recording-retrieval-api-specification/GetMetadata|Get Metadata]].
+== User Management API Extended with Get All Users ==
+The User Management API now includes Get All Users, a new method for automatically exporting detailed information for all users. The method response includes the following new fields: external, voiceMail, and greeting.
-== Pure Talk Time in Recording Metadata ==
+For more information, see the User Management API Specification, section [[User-management-api-specification/GetAllUsers|Get All Users]].
-The recording metadata for each call used to show data for call duration, including hold times and After Call Work (ACW). Now, in addition to that, the metadata also shows pure talk time (for both complete recordings and segments).
-Pure talk time is reported in the new metadata field “Pure Talk Time” and filename component ''$(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 [[3.17:Reporting-database-specification/call_detail | 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 [[3.17:Reporting-database-specification/agent_activity | 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 [[3.17:Custom-reporting-tutorial/BPXMLSyntaxandSamples | 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 [[3.17:Contact-center-administrator-guide/ScreenRecording | Screen Recording]].
-== KDDI Support ==
-Version 3.17 enhances support for KDDI trunks.
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