Agent Desktop 2.0
Welcome to Agent Desktop 2.0, the updated agent interface for Bright Pattern Contact Center. Use this application to manage and evaluate customer interactions across all communication channels, communicate with coworkers, and monitor performance metrics.
Agent Desktop 2.0 (AD 2.0) operates alongside the previous Agent Desktop version. Once enabled for your contact center, agents can access either interface, allowing for a gradual migration where some users adopt AD 2.0 while others remain on the previous version. Agents can freely move between versions by logging out of their current session and logging into the other interface, although they will not be able to simultaneously log in to both.
Agent Desktop 2.0 is compatible with the Agent Desktop Client JavaScript API, meaning that agents can log in to both Agent Desktop 2.0 and CRM integrations built with the Communicator API. Legacy CRM integrations using the Universal Repeater Widget API are only compatible with the previous version of Agent Desktop. By default, the top URL (i.e. https://<contact center URL>) will continue to invoke the previous AD version. If you want the top URL to start AD 2.0, please submit a request to your service provider.
Audience
The following guides provide information specific to your role and administrative requirements:
- Agent Guide: For contact center agents who use Agent Desktop 2.0 to handle interactions and manage cases.
- Supervisor Guide: For contact center supervisors who use Agent Desktop to monitor team performance and manage agent workloads.
- Configuration Profiles: For users with the privilege to configure application settings and service options for agents.
- OmniQM Guide: For quality evaluators who evaluate customer interactions using the OmniQM interface.
- Campaign Operator Guide: For campaign operators who are assigned to manage their contact center's outbound campaigns.
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