BPCC 5.35 Release Notes
Changes in System Behavior
Action Required to Continue Sending Emails via Microsoft
Microsoft is permanently discontinuing support for Basic Authentication with SMTP AUTH, with a final cutoff of April 30, 2026.
Does This Affect My Contact Center?
This change will affect you if your system email settings are configured to send email through Microsoft Exchange Online or Microsoft 365. Previous versions of Bright Pattern Contact Center supported only SMTP authentication using a username and password.
What Do I Need to Do?
To address this issue, we have added support for email authentication via Microsoft Graph. Ask your service provider to enable this option in your contact center, then select Microsoft Graph as an authentication method for your email settings.
No Action Required for Other Providers
This issue is specific to contact centers using Microsoft email services. If you send system emails through a different provider using SMTP, you are not affected.
Error Notifications
Administrators with the Configure system-wide settings privilege now receive automated email notifications if an email service account encounters a delivery error. This provides immediate visibility into issues such as expired tokens, exceeded quotas, or account configuration errors.
Retry and recovery behavior for outbound emails has also been updated:
- Faster Retry Schedule: Outbound emails now follow a more frequent retry schedule of 5, 15, 30, 45, and 60 minutes. If the final attempt at the one-hour mark is unsuccessful, the email is returned to the service queue as non-deliverable.
- Immediate Resend on Account Update: Updating or re-authorizing an email account now triggers an immediate retry for all unsent emails associated with that account.
Improved Dispositions Search
The disposition selector in the Agent Desktop now matches the beginning of any word in a disposition name, not just the first. This allows agents to find the desired disposition without needing to recall the exact starting word.
For example, a disposition named Support - Technical Issue can now be found by searches such as sup, tech, or iss. The search recognizes new words following spaces, hyphens, or underscores.
To revert to the previous behavior (where disposition search only matches the first word), contact your service provider.
Correction to $(item.agentSummary.JSONObject) JSON Format
The $(item.agentSummary.JSONObject) workflow variable has been fixed to align with the documentation. The topics element is now correctly formatted as a JSON array instead of a key-value object.
If you previously implemented workarounds or scripting logic to parse the incorrect format, you must update your configuration to handle the standard JSON array structure.
Added/Updated Features
Custom Ringtones per Service
You can now configure distinct audio alerts for specific services, making it easier for agents to differentiate between incoming interactions without looking at the screen. This is particularly valuable for BPOs or contact centers handling multiple clients, as unique sounds can immediately signal the context for the next call.
To set this up, go to Call Center Configuration > Audio Treatments. You can add a Ringtone override for a service and upload a custom audio file.
When a custom ringtone is set, it replaces the default system ringtone on the Agent Desktop and Universal Repeater.
These custom tones respect the agent's personal preferences. If an agent has lowered their volume or disabled ringtones locally, those settings will apply to the custom service ringtone as well. Ringtone customization applies only to the built-in softphone; it is not applied to hardphones, third-party softphones, or connections where the ringtone is played inside the phone call.
WebRTC Audio and Video Recording for Web Chat
Web chat interactions often escalate to audio or video calls. You can now retain the audio and video (WebRTC) segments of web chat sessions. Contact your service provider to activate this option in your contact center.
Playback and Review
When reviewing an interaction in Omni QM, Interaction Records, or the Agent Desktop activity history, a unified timeline displays the chat transcript and the media playback. Visual indicators on the timeline mark when the audio or video connection started and stopped.
Configuration and Management
You can enable audio and video retention for individual chat services on the Properties tab with the Enable chat WebRTC recording option. Furthermore:
- Security: A new setting in Security > Encryption Settings allows you to encrypt these recordings at rest.
- Retention: These recordings adhere to the existing data retention schedules defined for "Call recordings."
- Export: Automated jobs that export transcripts to S3 or FTP now include the associated media files.
|
This feature currently supports recording for two-party sessions (e.g., one agent and one customer). | |
Set Service-Specific Reset Times for Real-Time Metrics
You can now configure a Reset time for daily statistics at the individual service level, overriding the system-wide reset time. This supports contact centers with operations in multiple time zones, allowing real-time service metrics to be calculated based on local business hours.
Configuring a service-specific reset time keeps daily counters (such as interaction volume and service level) accurate for the region where the service operates.
Configuration
The Reset time for daily statistics setting is available in Services & Campaigns > [Service Name] > Properties. You can choose to use the System-wide setting or a Service-specific time and time zone.
Supervisor View Updates
In the Agent Desktop > Supervision > Service Metrics view:
- A new Reset time column displays the configured time for each service (hidden by default; use Add metrics to view).
- The Totals row appears only when all visible services share the same reset time.
|
|
This configuration applies only to Service metrics. Real-time metrics for Agents, Teams, etc. continue to use the system-wide reset time. | |
Route Emails and Tasks to Specific Agents
You can now route task and email interactions to a target agent using the new Personal routing option of the Find Agent block. This allows you to create scenarios that maintain case ownership by assigning work items directly to an agent's personal queue. For example, you might route follow-up emails to the same agent who handled the initial interaction.
Customize Notification Timeout for Push-Distributed Tasks and Emails
Customize the duration a push-distributed email or task "rings" on an agent's desktop by configuring the new Notification timeout for push delivery setting of the Find Agent scenario block.
If an agent does not answer within the specified time, the interaction is returned to the service queue and the agent is marked as Not Ready.
Bypass Personal Queues of Offline Agents
To prevent interactions from waiting indefinitely in the personal queue of an agent who is not working, a new setting is available for Email and Task services: Disable personal routing to personal queue for logged-out agents. When enabled, the system checks the status of the target agent before routing an interaction to their personal queue. If the agent is logged out, any personal routing logic is ignored, and the interaction is distributed to the service queue.
Alternatively, you can implement more advanced logic within the scenario to verify an agent's status before attempting delivery. The Get Agent State block is now available for both Email and Task scenarios. This allows you to check a specific agent's availability and define custom routing paths (such as redirecting to a backup agent or a different queue) rather than relying solely on the service-level bypass setting.
Enforce Structured Responses from AI Integrations
The AI Agent and Ask AI blocks require a valid JSON response from the AI provider to work correctly. If the AI model returns conversational text or malformed data, the block cannot determine the correct action to take. Previously, the integration instructed the model to use JSON format solely through the text prompt. While generally effective, models occasionally ignore prompt instructions and respond in an unparsable format.
Enabling the new Use structured output setting addresses this issue by automatically generating a JSON schema based on the scenario block's configuration. With this option, the system constructs the API request to strictly enforce the desired schema. If the model accepts this flag, the response will adhere to the JSON structure required by the scenario.
- New Accounts: This setting is active by default.
- Existing Accounts: This setting is inactive by default to preserve existing behavior.
- Model Support: This feature relies on specific model capabilities. Not all models or providers accept the schema parameters required for structured output. Before activating this setting, verify that your specific model supports it by using the Test Connection button in the integration account configuration.
Let Agents Edit or Delete Sent Chat Messages
Agents often manage multiple concurrent chat sessions, increasing the likelihood of typographical errors or accidental transmissions. To address this, you can now assign a role privilege that authorizes agents to edit or delete messages they have sent from the Agent Desktop.
This feature is available for interactions with customers on the following channels:
- Web Chat
- Microsoft Teams
- Telegram
Customer Experience
When an agent edits a message, the customer sees only the updated text. Deleted messages are removed from the customer's view entirely.
Compliance and Auditing
To ensure proper oversight, the original versions of all messages are retained:
- Quality Management: Supervisors can view the original content of edited or deleted messages within Omni QM.
- AI Analysis: Original messages remain available for AI processing, such as historical analysis and intent detection.
Get Historical AI Data in Workflows
|
|
This feature requires Intelligence Engine version 1.4 or higher. Contact your service provider for assistance. | |
Workflows can now access and process historical AI data generated asynchronously after an interaction concludes.
The new Wait Historical Asset block pauses workflow execution until the desired historical data is generated. You can configure the block to wait for:
- Historical Transcripts: The full text of the conversation.
- Historical AI Summaries: Auto-generated summaries of the interaction.
- Categories: Classifications assigned to the interaction.
- Tags: Discovery tags detected in the interaction.
The block allows you to define a wait duration of up to 15 days. When the requested data becomes available, the workflow resumes through the Default exit. Conditional exits allow you to gracefully handle errors if historical data is not generated.
The retrieved data is available in JSON, HTML, and plain text formats.
AI Summary Information Available in the Client-Side API
The Agent Desktop Client-Side JavaScript API now includes events to track the status of AI-generated summaries. These events open up new options for automating workflows.
Two new callbacks are available: summaryGenerationStarted and summaryGenerationCompleted.
When an interaction enters After Call Work, the summaryGenerationStarted event triggers as the system begins processing the transcript. Once the AI finishes, the summaryGenerationCompleted event provides the summary content as a JSON array organized by topic.