Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- Security
- Appendices
Agent Desktop Helper Application
Contact center agents, supervisors, campaign operators, and back-office (PBX) users access ServicePattern via the Agent Desktop application, which is a web application that runs in all popular browsers. While most of the Agent Desktop functionality is implemented using thin-client technologies, some of its capabilities require a software component that is installed on users’ computers. This component is called Agent Desktop Helper Application.
In the current ServicePattern version, Agent Desktop Helper Application provides the following functions:
- Softphone (SIP/RTP endpoint)
- Screen-pop dialog
- Logging
- Indication of audio device changes
- Alerts on all audio devices
- Screen recording
- Screen monitoring
- Key-press detection for presence status updates
- Voice quality monitoring
- Simplified .NET API support
When installed, Agent Desktop Helper Application appears in the list of installed applications in the Window’s Control Panel. This application has the same build number as the build number of the platform that it is shipped with.
To enable Agent Desktop Helper Application for the Mozilla Firefox and Safari browsers, ServicePattern uses the NPAPI plug-in technology. For Microsoft Internet Explorer, an Active X control is currently used. These components are installed along with the Agent Desktop Helper Application itself and appear in the add-on lists of the above browsers under the same name, i.e., Agent Desktop Helper Application.
To enable Agent Desktop Helper Application for the Google Chrome browser, starting from version 3.8 a new extension compliant with the recent changes in Chrome plug-in policies has been developed and registered via the Chrome Web Store. The installation/upgrade procedure for Chrome involves two installs: one for the application itself (see above) and the other for its Chrome extension. When installed, the latter appears in the list of Chrome extensions as Agent Desktop Chrome Extension. It has its own versioning that is not dependent on the ServicePattern platform version and does not follow the same version format.
Both Agent Desktop Helper Application and, if necessary, Agent Desktop Chrome Extension can be pre-installed on all user desktops as part of the process of activation of your ServciePattern-based contact center. This deployment method is also recommended during solution upgrades involving new versions of the above components. If any such changes are expected, your service provider will normally contact you prior to the upgrade and work with you to make sure that these components are updated on all of your Agent Desktop users' computers.
The Agent Desktop Helper Application installer is available in both the MSI (ADHelperApp-MultiUser.msi) and EXE (BPClientSetup.exe) formats.
- The MSI installer can be recommended for the installation via the coordinated IT effort suggested above. This installer supports over-the-network deployment using the Group Policy feature of your Windows OS. It also supports per-machine deployment, which makes the Agent Desktop Helper Application available to all users of computers where it is installed, thus enabling hot-desking. (Note that when the MSI installer is used, the above mentioned Chrome extension will be installed automatically as long as the Chrome Web Store is not blocked by your firewall.) To obtain the MSI installer, contact your service provider.
- If the Agent Desktop Helper Application is not pre-installed via the coordinated IT effort as suggested above, users will be prompted to download and install it when they start Agent Desktop on their computers for the first time and whenever a newer version of this component is available with a general solution upgrade. Note that in this case, the EXE installer will be used. Only the user whose account was used to install the Agent Desktop Helper Application in this manner will be able to access the application on the given computer.
Note that computers of users of the Agent Desktop application must conform to a number of system requirements.