BPCC Version 5.36.0 Release Notes
Changes in System Behavior
Change to Email Service Reassignment Behavior
Agent replies to cases that have been transferred or reassigned are now sent from the outbound email account associated with the case's new service, instead of its previous service.
If you would like to preserve the previous behavior, contact your service provider.
Added/Updated Features
New Agent Desktop Experience
We are excited to announce the availability of Agent Desktop 2.0, the next-generation agent experience for Bright Pattern Contact Center. To learn more about this application, including how to access it, see the Agent Desktop 2.0 release notes.
The new Global Navigation application is now available upon request in conjunction with BPCC 5.36.0. Once enabled for your contact center, it can be accessed at https://<your contact center>.com/apps, e.g. https://example.brightpattern.com/apps.
Global Navigation is a single point of access from which users can launch any Bright Pattern application they have permissions to use, such as the admin portal, Agent Desktop, User Management, etc.
To enable this application for your contact center, please contact Customer Success.
User Management
The new User Management portal is now available upon request in conjunction with BPCC 5.36.0. This application functions as an enhanced standalone version of the Users & Teams section of the admin portal. Once enabled for your contact center, it can be accessed at https://<your contact center>.com/apps/user-management, e.g. https://example.brightpattern.com/apps/user-management.
Note that the admin portal, including the Users & Teams section, remains available regardless of whether User Management is used. Users and other entities added or updated via admin portal are shown in the User Management application, and vice versa.
Simplified User Creation
The new Create User form allows you to set up only the minimal required user properties.
Additionally, you can now enable or disable the following system-wide settings for new users:
- Require email addresses during configuration
- Use email addresses as user names
- Auto-suggest user names
- Auto-generate strong passwords
- Require passwords be changed upon first login
Cloning
Cloning allows you to use any existing entity as a template when creating a new one. Cloning is supported for users, roles, and teams.
Bulk User Operations
With bulk user operations, you can select some or all users and apply the same changes to the entire group. These operations include updating user properties (including skill changes) and deleting users. To select users for bulk operations, you can use comprehensive search filters or configurable list views.
Custom Properties
Admins can define custom user properties in addition to the standard properties supported by BPCC. These properties apply to all users and can be used to filter user search and selection.
Skill Management
New skill presets can be used to prioritize a subset of one or more agents' skills so that they will only be routed interactions based on those skills. As a result, those agents can be temporarily dedicated to specific services.
Additionally, you can now use system-wide settings to decide whether agents keep their existing skills or acquire new skills when moved between teams.
Individual, non-team-based service skill assignment is available upon request. Contact your service provider for more information.
Improved Export Behavior
When exporting user and team data, you can now select which properties to include in the output file.
Individual User Privileges
You can now select a user to view and export their individual privileges.
Recycle Bin
Deleted users, teams, and roles automatically go to the Recycle Bin for 30 days. From there, they can be restored or permanently deleted.
Increased Time Limit for Closing Resolved Cases
The upper limit for the Resolved case becomes closed after field has been increased from 30 days to 730 days.
Cloud TTS Support
Bright Pattern now supports configuring text-to-speech integrations with the following providers:
- Elevenlabs
- Rime
- Azure
- AWS
- Cartesia
Configurable Auto-Start Setting for Video Chat
The Chat Settings page now features a checkbox labeled Automatically start agent video when customer video starts. This contact center-wide setting controls whether or not a customer enabling video during an interaction automatically triggers the corresponding agent's video. This feature is only configurable in the admin portal for contact centers with Agent Desktop 2.0 enabled.
Added Email Signature Variables
The following additional variables have been made available for Knowledge Base articles and email signatures:
$(user.extension)- the user's softphone extension number
$(user.rank)- the user's rank
$(user.workPhone)- the user's work phone number
$(user.mobilePhone)- the user's mobile phone number
$(user.accessNumber)- the access number of the user or extension type assigned to the user
Added Reporting Metrics
The Virtual Queue (Callback) report now contains two new columns tracking the number and percentage of failed callbacks.
New Events in Case Activity History
Changing the state of a case to Closed or Open is now explicitly recorded in the case's activity history.
CLIP No Screening
Users are now able to carry over their customer's caller ID when transferring or placing a call on behalf of a customer via BYOC trunks. This change is in response to recent German laws surrounding caller ID spoofing. Contact your service provider for more information.
New Desktop Integration API .NET Version (ADAPI) Upgrade
Bright Pattern now offers a .NET8 version and a .NET Framework 4.8 version of ADAPI.
.NET API Authentication Support
The .NET API now supports client authentication via Users Authentication service.
Authentication Support for Communicator Widget and Associated CRM Integrations
The Users Authentication service now supports client authentication for the Communicator Widget SDK.
Force Hardphone Secure Mode
Customers using hardphones can now force secure call setup and teardown (SIP TLS) as well as voice encryption (SRTP).