• 3.12

Features

Feature	Description
Global interaction identifier	Global interaction identifier (GIID) is a UUID-formatted number assigned to every interaction processed within the system. Unlike the existing interaction step IDs, which are unique to every interaction segment, GIID remains unchanged throughout the interaction lifecycle and can be used to track its history through all stages of processing, including possible consultations, transfers, conferences, service changes, and media transformations. At run-time, GIID can be exported to third-party applications via scenarios and/or desktop integration APIs. Historically, GIID appears in all records related to interaction processing, including call detailed records, outbound campaign results, voice recording file names, and activity history of pre-integrated CRM applications. GIID is also available as a search criterion in the interaction records search. A complete description of the GIID assignment rules and possible uses can be found here.
Quota-based outbound campaigns	ServicePattern now supports quota-based campaigns. Outbound quotas are used in campaigns where it is sufficient to successfully process a subset of records from a calling list in order to fulfill the campaign purpose. Typical examples of such campaigns are opinion polls and surveys. In a quota-based campaign, records are selected for dialing from the associated calling list based on the conditions set in the quota configuration. The dialing stops once the specified number of such records have been completed with desired dispositions. For information about supported quota types, configuration process, and reporting, see the ServicePattern Outbound Quota Tutorial.
Improved diagnostics for scenario integration points	All HTTP-based scenario integration blocks now store the code and body or each HTTP response in local scenario variables. To understand why an attempt to look up or update data in a third-party application may have failed, the content of these variables can be sent to concerned personnel either via email (using the existing EMail block) or as chat message (using a new Internal Message block).
Option to maintain sorting order on incremental list updates in active campaigns	Typically, during a dialer’s pass through a calling list each dialable record is attempted once. That is, once the dialer starts a pass, it will select records for dialing one by one according to the specified sorting order until it reaches the end of the list. After that, the next pass through the list will begin. Thus, if the list is updated incrementally, new records may or may not be called during the current pass depending on their position in the list (which is determined by the applied sorting order). This version introduces the option to have the dialer always look for the next dialable record from the top of the list. This may be desirable when new records are added periodically to an actively used calling list and the sorting order is used to define relative value of records within that list (e.g., more recent leads have a higher conversion rate). The new option guarantees that new high-value records appearing at the top of the list will be attempted as soon as they are added to the list.
Concurrent Users report	This new report shows the maximum number of users that were logged into the system via the Agent Desktop application on each day within the selected month.
Data transfer between scenarios of primary and dependent calls	Customer phone number and user-defined variable data can now be passed from scenarios of primary inbound and outbound customer calls to scenarios of the associated consultations and blind transfers. For more information, see description of scenario variables $(item.customerPhone) and $(XXX).
Scenario template for predictive telemarketing campaign	The Predictive Telemarketing Campaign scenario template has been updated to include meaningful dispositions for conditional exits in the Find Agent and Connect Call blocks.
Audio prompts sorting	Audio prompts are now sorted alphabetically in the prompt selection menus of scenario blocks.
Order of screen-pop tabs	If both an activity form and a web page defined in the Web screen pop scenario block are used for screen pop, it is now possible to indicate the order in which they will appear in the tabs of the Agent Desktop application.
Multiple destinations for chat transcripts	A chat transcript can now be sent to multiple email addresses. For more information, see descriptions of scenario variables $(item.sendTranscript) and $(item.email).
MSI installer for Agent Desktop Helper Application	A new MSI installer (ADHelperApp-MultiUser.msi) is now available for the Agent Desktop Helper Application. This installer supports over-the-network deployment using the Group Policy feature of the Windows operating system. It also supports per-machine assignment, which makes the Agent Desktop Helper Application available to all users of computers where it is installed, thus enabling hot-desking. To obtain the MSI installer, contact your service provider. Use of the MSI installer is optional. The existing installer (BPClient.exe) is preserved as the default Agent Desktop Helper Application installation method.
Ramp-up interval for chats	If you expect your agents to handle multiple chat sessions simultaneously, this new setting allows you to introduce a delay in arrival of additional chats to an agent when he becomes Ready after logging in or returning from a break.
Chat response timer color change	The chat response timer in the ACL of the Agent Desktop now turns background color to red if the agent does not respond to the last message from the customer for longer than one minute.
Web page information in web chats	Agents can now see information about the web pages from which customers requested chats and the web pages that customer navigate to during active chat sessions.
Drag-and-drop file transfer via chat	Both agents and customers can now transfer documents and pictures via chat by dragging and dropping them directly into the chat conversation area.
Zoom and new browser tab options for pictures received via chat	When opening pictures received via chat in a pop-out window, agents are now able to adjust the viewing are via zoom controls and display the picture in a separate browser tab/window.
Notification for new chat messages	Both agents and customers can now receive a tone that will notify them about arrival of every new chat message within their established chat sessions. This capability is optional and is turned off by default. It can be enabled separately for agents and for customers. The tone is customizable. For agents it is uploaded and enabled via Audio Treatments. For customers, it is configured and enabled via the client chat snippet.
Zendesk data screen-pop for outbound preview campaign	The scope of Zendesk integration has been extended to include the capability to configure Zendesk data screen-pop for outbound preview campaigns.
Multiple chat interactions in Zendesk	This product version formalizes the rules of ticket-interaction association and activity history recording for Zendesk agents who handle multiple interactions simultaneously. The rules are summarized here.
Time-in-state counter for Zendesk Agent Desktop widget	Agent Desktop widget for Zendesk now displays the time the agent has spent in the current state.
Use or arbitrary Caller IDs in calling lists	Caller ID numbers specified in calling list records can now be used as campaign caller IDs without any restrictions. (Previously, such numbers had to be configured as access numbers.) Note that the capability to use arbitrary caller IDs must be explicitly enabled for your contact center by your service provider.
Consistent reference to chat forms in scenarios	Starting from this version, the Request Input block uses the same setting to refer to forms that are used to request data from both web and mobile chat customers. Option HTML of is no longer available for new chat scenarios. Instead, all forms are created in the client application and called from the chat scenario via the form option. Forms created in previous product versions using this option will continue to be supported.