• 3.16 • 3.17 • 3.18

Features in 3.16.0

The following features have been added to Bright Pattern Contact Center Version 3.16.0.

Wallboard Builder

The Wallboard Builder enables you to customize the look and display of your contact center’s wallboard in Agent Desktop. Cards and cells can be added, deleted, scaled, and expanded using mouseovers, click-and-drag, and drag-and-drop movements. The Wallboard Builder is shown in either Edit mode or Display mode. Users may edit a wallboard’s layout when granted the privilege Customize Wallboards.

Agents Ahead of Me Wallboard Widget

On a wallboard widget, agents can see if there are any agents ahead of them to accept a call. A widget displays the top 10 agents from all teams, which are sorted by Idle time, Wrap Up time, Not Ready time, and Busy time. The logged-in agent’s name is highlighted in the list.

Supervisor Sub-Teams View

In a large organization, teams are organized by site, and a site may have a number of agent subteams, each led by a supervisor. In Agent Desktop, a supervisor may select agents for a subteam, from a larger team; switch between subteam view and full team view; request agent reports for selected agents; and send internal chat broadcasts to agents in selected subteams or teams.

Supervisors can view subteams and select users for subteams when granted the privilege Define/View subteams of selected agents.

Supervisor All Teams View/Show All Agents

Supervisors can see agents from all teams that report to them, in a combined All Teams View on the Active Communications List. This view displays specific agent metrics, the services to which the teams are assigned, and the number of agents in the assigned teams.

This feature is enabled by selecting the checkbox for the Supervision privilege called All assigned teams combined view.

Custom Survey Options

End-of-chat surveys/questionnaires now store five questions. This extension accommodates contact centers whose questions are different or have longer values than Bright Pattern’s out-of-the-box fields.

CSV Export of Detail Reports with Extended Timeframe

Detailed reports for Agent Activity and Call Detail for long periods of time (e.g., per quarter, half a year, etc.) are available in .CSV format. This capability allows admins to export large volumes of data without using JasperSoft Studio.

Internal Chat Transcript Report

A new Internal Chats report provides data for internal chat messages sent by agents. Metrics include start time, end time, sender, recipient, and so forth.

EWT Improvements

The EWT calculation algorithm was improved to provide more accurate values when rapid volume or configuration changes happen. In addition, the Find Agent scenario block has been enhanced.

New variables are used for conveying EWT, queue length, and queue position in chat.

EWT per service stats and EWT in real-time stats in supervisor have been added to the Real-Time Statistic API List of Statistics.

Supervisors can use the IN EWT service metric to view the estimated wait time for inbound interactions for a service.

Screen Recording Bandwidth Control

New screen recording bandwidth control limits the size of screen recordings on a per-tenant basis, preventing users from saving recordings higher than the specified value (default is 512 kbps). The target bitrate is specified in the Contact Center Administrator application, section Quality Management > Screen Recording.

Chat Widget Configuration

Chat widgets can be completely customized for content, style, colors, fonts, size, and more, using the Chat Widget Configuration application.

Proactive Chat

The proactive offer chat widget can be used on mobile and desktop websites to initiate and conduct conversations using various media (e.g., chat, voice, video).

Web Callback

A visitor to a company’s website can initiate a phone call with the company’s call center by requesting a callback to a specified number.

Secure Chat Forms

Agents can use out-of-the-box secure chat forms to collect, process, and verify data such as credit card numbers and personal information from customers, and the data is not saved in transcripts. The data stays at the bottom of the customer’s chat stream until it is either filled or cancelled.

Enhanced Typing Notifications

In web chats, agents have the ability to see what the customer or other user is typing (in a light gray font color) before the customer actually sends it.

Emojis in Chat

Agents have the option to use emojis within the context of chat to convey tone and energy while working with customer.

Customer Environment Information

New variables can be used in scenarios to specify data about a customer’s environment, such as information about the customer’s browser and OS.

TURN Server Support

Traversal Using Relay NAT (TURN) server support for the mobile API allows clients and servers to exchange the location (webpage, URL, or geographic location) of a chat session.

Multiple SalesForce Accounts

The Salesforce.com Select Account block allows your contact center to have multiple Salesforce integration accounts.

WFM Real-Time Adherence Feed Via HTTPS/JSON

WFM integration accounts have two protocol options to enable the real-time adherence data feed: TCP (Aspect WFM) and HTTP POST.

Current Date and Time Enhancement for If Block in Scenario Builder

In Scenario Builder, the If block’s condition The current date and time can be used to check the current date and time against the configured calendar hours of operation (HOP) without involving an HOP variable.

Zendesk Activity History on Unsolicited SMS

Agents using Zendesk integration accounts can link an incoming unsolicited SMS/text message to Zendesk Activity History.

User Management API

The User Management API is used for automated user provisioning with third-party systems. For example, the API can automatically create, update, and delete users in the Bright Pattern system, as well as check and clear lockout status.

Near Real-Time Access to Call Recordings Via API

Interaction metadata and audio files for call recordings can be retrieved via API. Access to the API is controlled by the privilege Allow recording export API access.

Configurable “From:” SIP URI Domain

The current advanced option "domain" in trunk configuration sets the domain part in both” From:” and “To:” headers of outgoing INVITE and REGISTER requests on trunk. A PSTN provider uses the "From" domain as a "security" measure and requires it to be a particular string, while the "To" domain must be a different string.

Rewrite ANI on Inbound Calls

New advanced options rewrite the ANI on inbound calls so that the “From” address shown to agents shows the long distance prefix “0” instead of “64.” The advanced options inbound_replace_from and inbound_replace_from_with are applied after the existing inbound_prepend_country_code_in_from option.

Caller IDs for Agents

For outbound services and campaigns, the Direct Mapping of Internal Numbers caller ID selection method enables an agent’s number to be shown instead of a corporate number in the caller ID. This capability allows the customer to call back and reach the same agent who placed the call.

Custom Data in SIP Headers

When making a call using the Connect Call block, before calling the connect call block, the scenario can set SIP headers to be included in the INVITE. This is done with the variable $(item.sip.send.headers.XXX=ZZZ).

Transferred Calls Avoid Trombones

Calls can be network transferred without being split into multiple calls.

User Profile Modification Restrictions

Users who are logged in to Agent Desktop can edit their own user profile information only if they have been granted the Modify own identification data privilege.

IP Address Login Restrictions

Administrators and other users with the privilege Privileged Access IP Range can log in to the system from any IP address, whereas agents and unprivileged users can only log in from specific IP addresses.

User Creation Date and Last Login Date in Users List

The Users list includes new columns Created on and Last login on with dates, which allow you to see when agents started to work and when they stopped working (e.g., for HR audit purposes).

Long SMS Capability

Agents can send SMS messages that are more than 160 characters long. Agents can enter as much text as is necessary, and the message will be broken up into 160 character segments when sending.

Mandatory Service Selection for Outbound Calls

The general setting, Require service on outbound calls, if selected in configuration, requires logged-in agents to select a service before making an outbound call.

JAWS Command Notifications

Command notifications via the JAWS screen reader program provide audible confirmations of commands. JAWS allows blind and visually impaired users to read the screen with either a text-to-speech output or a refreshable Braille display.

Improved Case Search by Email Address

In Agent Desktop, agents can search cases easily by typing any number of characters. The search will return any string starting with those characters.

Linux Softphone Support

Linux softphone is now supported. Please contact your Bright Pattern Customer Success representative for more information.

Agent Desktop Calendar Privilege

A privilege can determine whether agents are allowed to use the Agent Desktop Calendar.