What s New in Version 3.7

Transcription

1 Revision SP37-NEW Bright Pattern, Inc Bayhill Drive, Suite 275, San Bruno, CA Phone: +1 (650) Fax: +1 (415)

2 Bright Pattern, Inc. All rights reserved. This work may be reproduced and redistributed, in whole or in part, without alteration and without prior written permission, solely by Bright Pattern Customers and Channel Partners for Deployment, Activation and Personalization purposes provided all copies contain the following statement: " Bright Pattern, Inc. This work is reproduced and distributed with the permission of Bright Pattern, Inc. No other use is permitted without the express prior written permission of Bright Pattern, Inc. For permission, contact Bright Pattern at The content of this document is subject to change without notice, and may contain technical inaccuracies and typographical errors.

3 Page 3 of 9 General s The following table provides description of the general features and enhancements added in version management Version 3.7 extends the multi-media contact center platform to include the media channel. Below is a brief description of the management capabilities available in this version: - Automated categorization and prioritization of incoming s based on multi-lingual keyword analysis. To compensate for possible errors in automated categorization, agents have the capability to change the associated service manually. - Optional auto-acknowledgment of incoming requests. - Various methods of distribution to agents. This includes automated delivery directly to the agent desktop (push), or delivery to a team queue from which the s can be picked by agents themselves (pull) and/or assigned to them by a supervisor. - Automated tracking of communications related to the same service instance, including optional delivery of subsequent customer s to the agent who processed the original request (personal routing). - A common knowledge base increases agent productivity by providing quick access to articles related to specific customer requests and improving response times - Media-bended agent desktop enables agents to process s and interactions of other supported media types simultaneously. Agent desktop includes the following capabilities: access to personal and service queues, preview and edit panes, thread history, attachments, transfers, saving s drafts, access to the knowledge base. - Supervisor capabilities include real-time metrics for services and related agent activities, SLA monitoring, manual assignment to agents, and access to agents personal queues. - Interaction search enables access to history based on advanced combination of search criteria - Detailed historical records include information about interactions and related agent activities - New historical reports provide KPIs for services and agents/teams involved in processing of interactions - Secure inbound and outbound transport - High availability and load balancing for all components

4 Page 4 of 9 Media concurrency Screen monitoring Screen recording Extended encryption coverage Encryption key management Agent dashboard With the introduction of the media channel, version 3.7 also provides better support for simultaneous processing of interactions of different media types by agents. Instead of the simple Busy/Ready status, agent s availability to handle an interaction is now determined via a capacity model that takes into account (1) how much capacity is occupied by a single interaction of the given media type, (2) how much spare capacity the agents must have to be delivered an interaction of the given media type, and (3) relative priority of the given media type. Click here for more information about the capacity model and media concurrency. ServicePattern now enables supervisors to monitor screens of their agents workstations. Screen monitoring can accompany the available call monitoring/coaching/barge-in functions, or be enabled on its own for nonvoice interactions or continuous monitoring of agent s activities. Note that use of the screen monitoring function requires additional bandwidth for both the monitoring and monitored clients. ServicePattern now supports agent screen recording. This capability is supported for all types of interactions, and can be activated automatically for selected services. Screen recordings can be played back via the Interaction Search interface of the Contact Center Administrator application. Note that screen recording requires additional network bandwidth as well as additional storage capacity. To support compliance with the PCI-DSS requirements for protection of cardholder data, the encryption capability previously available for voice recordings has been extended to include the following data elements: - texts and attachments (see above) - Screen recordings (see above) - Chat and SMS transcripts - Custom fields in activity forms - Custom fields in calling lists Starting from this version, ServicePattern supports encryption key management in a manner compliant with the PCI-DSS requirements. The data encryption key is protected by a key encryption key and can be changed at any time. The key encryption key is stored separately. Agent Desktop can now be configured to display real-time metrics related to agents personal performance, as well as KPI s of their teams and services that they deliver.

5 Page 5 of 9 Video calling Consistent instant messaging experience Ability to stop recording from Agent Desktop Recording of the IVR phase of the call Preview-only dialing mode for outbound campaigns Continuous prompt playback SOSL support User login and logout information in audit logs Agent Desktop now supports video calling and the Mobile/Web API has been extended to enable video calls between agents and users of webcamequipped devices. The sample application that implements Rich Contact functions for mobile devices has been updated to include the video calling capability. Note that use of this function requires additional network bandwidth. The same Agent Desktop area and the same set of controls are now used for all types of instant messaging communications, including web and mobile chat, SMS, and internal chat. To comply with the PCI-DSS requirements for handling of sensitive authentication data as well as privacy regulations of some countries, agents now have the ability to pause and/or stop recordings manually from the Agent Desktop. Note that this capability is protected by a dedicated privilege that is disabled by default for all pre-defined contact center roles. The call recording function can now be configured to include the IVR portion of the call. This option can be enabled for each service separately. Your service provider can now completely disable your access to any outbound calling capabilities involving auto-dialer (i.e., predictive and automatic/ivr campaigns), thus leaving only the manual/preview dialing mode available to your contact center. This may be desirable for compliance with the regulations that prohibit use of equipment with capacity for automated dialing for particular types of outbound calls (e.g., a telemarketing call to a mobile number). Scenario block Play Prompt now supports continuous playback of the specified prompt while exiting to allow normal execution of subsequent scenario steps. Prompt playback in this case will continue until execution of the new scenario block Stop Prompt, start of another voice prompt, or termination of the call. In addition to the Salesforce Object Query Language (SOQL), the Salseforce.com Search scenario block now also supports the Salesforce Object Search Language (SOSL). Unlike SOQL, which can only query one object type at a time, a single SOSL query can be used to search multiple object types, which can both simplify and improve efficiency of searches, especially in large SFDC environments. Click here for more information about SOQL and SOSL. In compliance with the PCI-DSS standard, the audit logs of both Service Provider and Contact Center Administrator applications now provide information about all login attempts, both successful and unsuccessful ones. For successful logins, the corresponding logout events are also logged.

6 Page 6 of 9 Improved Agent Desktop user interface Chat transfer via queue Multiple web page screen pop Not Ready metric in scenarios Scenario variable for interaction ID Reporting Database extensions The Agent Desktop user interface has been refreshed with a more modern look and feel, more intuitive controls, and consistent fonts, improving the overall user experience. Transfer via queue is now supported for chat interactions. Agent Desktop now supports screen-pop of multiple web pages for a single interaction. URLs of such additional web pages are configured via the new setting Additional URLs on the Web Screen Pop scenario block. The Not Ready real-time metric, that reports the current number of agents in the Not Ready state, is now available via the Get Statistic scenario block. List of scenario variables has been extended to include the interaction identifier. The call_detail table of the Reporting Database has been extended to include -specific data, interaction identifiers, references to voice recordings, and a number of other useful parameters.

7 Page 7 of 9 Partner s The following table provides description of the partner-specific features and enhancements added in version 3.7. These features are primarily of interest to service providers who use ServicePattern as their contact center technology platform and/or resellers who distribute the software under their own brand name. Improved data storage and cleanup process Dialer HA Trunk limits for maximum concurrent calls and call rate Message rate setting for SMS accounts MySQL 5.6 support MongoDB 2.6 support Manual tenant import from template Storage of tenant s historical data has been improved with introduction of configurable time limits for various types of data (recordings, interaction details, audit logs, etc.) and automatic removal of obsolete data. Starting from the 3.7 version, the Dialer has the same type of redundancy as Router and Stat Server. In case of a Dialer component failure, active campaigns of the affected tenant will failover to another dialer and all connected calls will continue normally. Some carriers limit the number of concurrent calls and/or number of call attempts per second allowed on their trunks, and may temporarily block any new call attempts when one of those limits is reached. To avoid such situation, the same limits can now be configured for trunks on the ServicePattern side. If a limit is reached, the system will try new call attempts on other trunks with matching configuration (the Cost parameter will be disregarded). If there are no other such trunks or if they are also loaded to the specified limits, the new call attempts will be rejected with congestion tone and corresponding disposition while the overload condition exists. These options are configured via the advanced trunk settings. The specification of the advanced configuration options is now part of the documentation set for partners. The maximum number of outgoing SMS messages per second can now be configured to match the limit that some carries may set for a given account on the SMS gateway side. ServicePattern version 3.7 has been tested with the latest generally available version of MySQL (version 5.6) and uses some of the features that were not available in the previously supported versions. Upgrading MySQL is a mandatory part of the 3.7 upgrade process. ServicePattern version 3.7 has been tested with the latest generally available version of MongoDB (version 2.6) and uses some of the features that were not available in the previously supported versions. Upgrading MongoDB is a mandatory part of the 3.7 upgrade process. Previously available only via the Tenant Management API, this capability allows the service provider to manually create new tenants using preconfigured tenant templates, minimizing the amount of repetitive initial tenant configuration tasks.

8 Page 8 of 9 Graceful switchover of Config DB The master/slave roles of redundant Config MySQL Servers can now be switched manually, enabling system administrators to take the host computers out of service for maintenance or upgrades with minimal effort, and without loss of configuration data or replication state.

9 Page 9 of 9 Additional Information - version fixes all significant and most of the minor defects discovered in the previous product versions. - A new version of 3.6 (version 3.6.3) was released recently. If you are upgrading to 3.7 form a prior version (3.6.2 or earlier), it is recommended that you read this document to make yourself familiar with the content of the release. - In version 3.7, the functionality of the Agent Desktop plug-in has been updated and extended to support the new features. As a result, a 3.7 version of plug-in must be installed when upgrading to release ServicePattern version 3.7. The database upgrade procedure automatically updates the lowest acceptable plugin version as shown in Service Provider application (see section Plug-in Update of the ServicePattern Service Provider Guide for more information). This means that anyone trying log into the Agent Desktop application with an old plug-in will be prompted to upgrade. If the plug-in update is not performed, incoming call notification pop-ups may not work. - The complete set of ServicePattern product documentation for partners now includes the following additional documents: Installation Guide for Linux and Advanced Configuration Options Specification. - With introduction of the automated data cleanup process in this version (see section Partner s), the Data Maintenance Guide, which used to outline the manual data removal procedures, shall now be considered obsolete.