# Uncategorized **URL:** https://community.brightpattern.com/c/uncategorized/1.md [Latest](https://community.brightpattern.com/latest.md) · [Categories](https://community.brightpattern.com/categories.md) · [Tags](https://community.brightpattern.com/tags.md) --- ## [Forum Acceptable Use Policy](https://community.brightpattern.com/t/forum-acceptable-use-policy/136)
**Author:** [@sergey.menshikov](https://community.brightpattern.com/u/sergey.menshikov)\ **Replies:** 0\ **Last updated:** [October 21, 2020, 4:55pm UTC](https://community.brightpattern.com/t/forum-acceptable-use-policy/136 "2020-10-21T16:55:19Z")
These terms govern use of the Internet forum at https://community.brightpattern.com/. To use the forum, you must agree to these terms with Bright Pattern, Inc., the company that runs the forum. The company may offer oth… --- ## [Tutorial on three methods for routing returning customers to the correct agent ](https://community.brightpattern.com/t/tutorial-on-three-methods-for-routing-returning-customers-to-the-correct-agent/1154)
**Author:** [@EmmaS](https://community.brightpattern.com/u/EmmaS)\ **Replies:** 0\ **Last updated:** [April 7, 2026, 10:39pm UTC](https://community.brightpattern.com/t/tutorial-on-three-methods-for-routing-returning-customers-to-the-correct-agent/1154 "2026-04-07T22:39:16Z")
This recently published tutorial shows how to route returning customers to the most relevant agent to improve continuity and customer experience. Here are some highlights. The tutorial: Covers three different routing … --- ## [Give callers the option to divert from call queue to SMS interactions](https://community.brightpattern.com/t/give-callers-the-option-to-divert-from-call-queue-to-sms-interactions/1133)
**Author:** [@RWM](https://community.brightpattern.com/u/RWM)\ **Replies:** 0\ **Last updated:** [December 17, 2025, 10:10pm UTC](https://community.brightpattern.com/t/give-callers-the-option-to-divert-from-call-queue-to-sms-interactions/1133 "2025-12-17T22:10:45Z")
A universal frustration for callers is having to wait to get in contact with an agent. You can reduce call volume while maintaining service levels by giving callers the ability to continue their interaction through SMS. … --- ## [Empty Agent Desktop](https://community.brightpattern.com/t/empty-agent-desktop/1118)
**Author:** [@Mark.Braue](https://community.brightpattern.com/u/Mark.Braue)\ **Replies:** 1\ **Last updated:** [November 28, 2025, 8:27pm UTC](https://community.brightpattern.com/t/empty-agent-desktop/1118 "2025-11-28T20:27:43Z")
We have already encountered the problem twice where the display in the Agent Desktop is empty. Neither services nor agents are shown to us. Does anyone know this issue? --- ## [Show only one case tab in Dynamics when using the "Pop Out Agent Desktop" option in BP"](https://community.brightpattern.com/t/show-only-one-case-tab-in-dynamics-when-using-the-pop-out-agent-desktop-option-in-bp/1017)
**Author:** [@nadia.sampath](https://community.brightpattern.com/u/nadia.sampath)\ **Replies:** 1\ **Last updated:** [June 10, 2025, 12:40pm UTC](https://community.brightpattern.com/t/show-only-one-case-tab-in-dynamics-when-using-the-pop-out-agent-desktop-option-in-bp/1017 "2025-06-10T12:40:27Z")
Our instance of Bright Pattern is currently integrated with Dynamics. We’ve noticed that when using the option to “Pop Out Agent Desktop” in BP, agents are seeing multiple tabs for the same caller in Dynamics. If they … --- ## [Find Agent waiting Person check?](https://community.brightpattern.com/t/find-agent-waiting-person-check/995)
**Author:** [@byeongjun](https://community.brightpattern.com/u/byeongjun)\ **Replies:** 1\ **Last updated:** [May 20, 2025, 11:24pm UTC](https://community.brightpattern.com/t/find-agent-waiting-person-check/995 "2025-05-20T23:24:38Z")
have a question regarding the Find Agent block. I understand that the Estimated Wait Time (EWT) can be provided as a system variable. Is there a way to receive the number of callers in queue as a variable as well? If i… --- ## [Catching Bad Agent Behavior](https://community.brightpattern.com/t/catching-bad-agent-behavior/977)
**Author:** [@jonpaul.lenczuk](https://community.brightpattern.com/u/jonpaul.lenczuk)\ **Replies:** 0\ **Last updated:** [April 27, 2025, 11:45am UTC](https://community.brightpattern.com/t/catching-bad-agent-behavior/977 "2025-04-27T11:45:37Z")
Hello to the Bright Pattern Community! I’m reaching out for suggestions on detecting improper agent behavior. Specifically, catching instances in some manner via reporting or real-time where an agent may place a call t… --- ## [Bp\_session\_id in URL messing up screen pops with Dynamics and perhaps other systems](https://community.brightpattern.com/t/bp-session-id-in-url-messing-up-screen-pops-with-dynamics-and-perhaps-other-systems/859)
**Author:** [@Neil.Austin](https://community.brightpattern.com/u/Neil.Austin)\ **Replies:** 0\ **Last updated:** [February 20, 2024, 5:14pm UTC](https://community.brightpattern.com/t/bp-session-id-in-url-messing-up-screen-pops-with-dynamics-and-perhaps-other-systems/859 "2024-02-20T17:14:48Z")
Posting code again, so I will know where to find this snippet :slight\_smile: : The additional parameters bp\_session\_id and so on, added to the web screen pop URL, are needed for the old client API. Dynamics does not lik… --- ## [Item.from variable changes for social messengers in the recent upgrade](https://community.brightpattern.com/t/item-from-variable-changes-for-social-messengers-in-the-recent-upgrade/852)
**Author:** [@sergey.menshikov](https://community.brightpattern.com/u/sergey.menshikov)\ **Replies:** 0\ **Last updated:** [October 27, 2023, 4:28pm UTC](https://community.brightpattern.com/t/item-from-variable-changes-for-social-messengers-in-the-recent-upgrade/852 "2023-10-27T16:28:37Z")
Hi All, The change of behavior we sadly omitted from the release notes: item.from variable, in messaging scenarios in conversation via a social messenger, now has messenger name prepended, so instead for party identifi… --- ## [Variable to extract all transcript results](https://community.brightpattern.com/t/variable-to-extract-all-transcript-results/837)
**Author:** [@shuhei.sakaguchi](https://community.brightpattern.com/u/shuhei.sakaguchi)\ **Replies:** 4\ **Last updated:** [May 29, 2023, 4:53am UTC](https://community.brightpattern.com/t/variable-to-extract-all-transcript-results/837 "2023-05-29T04:53:51Z")
I am trying to automatically extract and utilize the results of a speech recognition transcript of a dialogue. I thought of using “$(item.transcript)” in reference to the manual, but the actual transcript results and the… --- ## [How to pass Outbund list information to Workflow](https://community.brightpattern.com/t/how-to-pass-outbund-list-information-to-workflow/728)
**Author:** [@Melinyaniso\_Mapi](https://community.brightpattern.com/u/Melinyaniso_Mapi)\ **Replies:** 3\ **Last updated:** [October 27, 2022, 7:01am UTC](https://community.brightpattern.com/t/how-to-pass-outbund-list-information-to-workflow/728 "2022-10-27T07:01:34Z")
Hi Guys, Help would be appreciated on this, i have a AOD campaign running from a list, what i want to do is setup a workflow and pass the list information to it e.g customer name, surname, account no, the outbound dial … --- ## [Multi chat session alert for non focused chat window](https://community.brightpattern.com/t/multi-chat-session-alert-for-non-focused-chat-window/744)
**Author:** [@Bella](https://community.brightpattern.com/u/Bella)\ **Replies:** 2\ **Last updated:** [May 25, 2022, 6:54am UTC](https://community.brightpattern.com/t/multi-chat-session-alert-for-non-focused-chat-window/744 "2022-05-25T06:54:07Z")
When agent is on multi chat session : if non focused chat session customer responses, bar underneath total duration starts to increase. Is there any way to customize this? Where can I find this option? --- ## [Looking for easy way to search calling lists for phone number](https://community.brightpattern.com/t/looking-for-easy-way-to-search-calling-lists-for-phone-number/660)
**Author:** [@CylonHunters](https://community.brightpattern.com/u/CylonHunters)\ **Replies:** 3\ **Last updated:** [March 12, 2022, 1:18am UTC](https://community.brightpattern.com/t/looking-for-easy-way-to-search-calling-lists-for-phone-number/660 "2022-03-12T01:18:34Z")
Is there a way for me to search the system (preferably via API, but manually will work I supposed) to figure out which Calling List a phone number is in? --- ## [IBM Watson Assistant](https://community.brightpattern.com/t/ibm-watson-assistant/644)
**Author:** [@eunmi](https://community.brightpattern.com/u/eunmi)\ **Replies:** 1\ **Last updated:** [February 28, 2022, 4:06pm UTC](https://community.brightpattern.com/t/ibm-watson-assistant/644 "2022-02-28T16:06:28Z")
Hi I want to connect IBM Watson Assistant. https://help.brightpattern.com/5.8:Contact-center-administrator-guide/CallCenterConfiguration/IntegrationAccounts/BotChatSuggestionsEngine I can’t find what the Skill ID is. … --- ## [Bot scenario example](https://community.brightpattern.com/t/bot-scenario-example/646)
**Author:** [@eunmi](https://community.brightpattern.com/u/eunmi)\ **Replies:** 0\ **Last updated:** [February 17, 2022, 11:06am UTC](https://community.brightpattern.com/t/bot-scenario-example/646 "2022-02-17T11:06:51Z")
https://help.brightpattern.com/File:App\_Example\_Bot\_Scenario.zip When I ran the example scenario above, I couldn’t see the IBM Watson Assistant response message. I was able to check the Assistant response message in th… --- ## [Block Limit on Scenario](https://community.brightpattern.com/t/block-limit-on-scenario/641)
**Author:** [@Maverick\_Hunters](https://community.brightpattern.com/u/Maverick_Hunters)\ **Replies:** 2\ **Last updated:** [February 11, 2022, 5:22pm UTC](https://community.brightpattern.com/t/block-limit-on-scenario/641 "2022-02-11T17:22:46Z")
Is it possible to raise the block limit for scenarios? I’m getting the attached error. --- ## [Direct chat link](https://community.brightpattern.com/t/direct-chat-link/595)
**Author:** [@CylonHunters](https://community.brightpattern.com/u/CylonHunters)\ **Replies:** 1\ **Last updated:** [January 7, 2022, 3:19pm UTC](https://community.brightpattern.com/t/direct-chat-link/595 "2022-01-07T15:19:56Z")
We have had several customers ask if there is a way to have a URL that bypasses the chat button and goes directly to the chat (or pre-chat form). The most recent use case is that the customer wants to include a chat lin… --- ## [Blended Campaign Inbound Priority](https://community.brightpattern.com/t/blended-campaign-inbound-priority/594)
**Author:** [@CylonHunters](https://community.brightpattern.com/u/CylonHunters)\ **Replies:** 1\ **Last updated:** [January 7, 2022, 3:14pm UTC](https://community.brightpattern.com/t/blended-campaign-inbound-priority/594 "2022-01-07T15:14:41Z")
Is there a way to prioritize inbound calls on queue on a blended campaign? --- ## [Сценарий, который](https://community.brightpattern.com/t/topic/527)
**Author:** [@Argent\_Combat](https://community.brightpattern.com/u/Argent_Combat)\ **Replies:** 2\ **Last updated:** [December 16, 2021, 4:22am UTC](https://community.brightpattern.com/t/topic/527 "2021-12-16T04:22:43Z")
How to create a script for incoming calls, the meaning of which is to separate the priority of a call. For example, make a call more priority if we know in advance the list of numbers from which they will call. --- ## [Can i customize button image?](https://community.brightpattern.com/t/can-i-customize-button-image/513)
**Author:** [@fletcherR](https://community.brightpattern.com/u/fletcherR)\ **Replies:** 2\ **Last updated:** [October 13, 2021, 8:35am UTC](https://community.brightpattern.com/t/can-i-customize-button-image/513 "2021-10-13T08:35:46Z")
Hi BP Support Team :slight\_smile: i want change accept/reject call button color on the Agentdesktop and make them take effect in the All of agent desktop window. if possible, plz guide Best regard. --- ## [Time and Date when interaction enters BPCC](https://community.brightpattern.com/t/time-and-date-when-interaction-enters-bpcc/495)
**Author:** [@jgamboa](https://community.brightpattern.com/u/jgamboa)\ **Replies:** 2\ **Last updated:** [September 7, 2021, 7:54am UTC](https://community.brightpattern.com/t/time-and-date-when-interaction-enters-bpcc/495 "2021-09-07T07:54:22Z")
I am working on sending the time and date when the call arrives in BPCC. What’s the variable I need to use in the call scenario? Can’t find it on 5.3:Contact-center-administrator-guide/Appendices/Variables - Bright Pat… --- ## [How do a call get distributed to an agent](https://community.brightpattern.com/t/how-do-a-call-get-distributed-to-an-agent/465)
**Author:** [@adithyasomayagi0412](https://community.brightpattern.com/u/adithyasomayagi0412)\ **Replies:** 2\ **Last updated:** [July 30, 2021, 2:07am UTC](https://community.brightpattern.com/t/how-do-a-call-get-distributed-to-an-agent/465 "2021-07-30T02:07:10Z")
Hi, I understand that whenever a call comes in, we look for the skill and then the available agent and the call gets connected. but how does this happens? is there in a inbuilt ACD which does this? how does the actual … --- ## [How recordings get saved](https://community.brightpattern.com/t/how-recordings-get-saved/453)
**Author:** [@adithyasomayagi0412](https://community.brightpattern.com/u/adithyasomayagi0412)\ **Replies:** 3\ **Last updated:** [July 16, 2021, 4:51am UTC](https://community.brightpattern.com/t/how-recordings-get-saved/453 "2021-07-16T04:51:45Z")
what are types of recordings that are available in the BPCC environment? and how they get stored in DB? is it agent based or network based recording? does RTP server collect DTMF input and save recording? --- ## [External customer satisfaction survey](https://community.brightpattern.com/t/external-customer-satisfaction-survey/328)
**Author:** [@crivasm](https://community.brightpattern.com/u/crivasm)\ **Replies:** 1\ **Last updated:** [July 7, 2021, 3:01pm UTC](https://community.brightpattern.com/t/external-customer-satisfaction-survey/328 "2021-07-07T15:01:22Z")
Hello, I have a Chatbot that also transfers to an Agent. If the customer chooses an option to transfer to an agent I am pulling a survey before transfer to eval the BOT attention. The survey has options from 1 to 7, … --- ## [Voicemail message after Hold message](https://community.brightpattern.com/t/voicemail-message-after-hold-message/446)
**Author:** [@YariBaez](https://community.brightpattern.com/u/YariBaez)\ **Replies:** 1\ **Last updated:** [July 7, 2021, 2:34pm UTC](https://community.brightpattern.com/t/voicemail-message-after-hold-message/446 "2021-07-07T14:34:30Z")
I want to know: When a client call us, and all our agents are busy the hold message plays and it keeps playing a few times if there’s no answer. How can I add the “leave a message or voicemail message” if there’s no agen… --- ## [Group Chat History - archive/delete options?](https://community.brightpattern.com/t/group-chat-history-archive-delete-options/432)
**Author:** [@ahedblum](https://community.brightpattern.com/u/ahedblum)\ **Replies:** 1\ **Last updated:** [June 17, 2021, 3:50pm UTC](https://community.brightpattern.com/t/group-chat-history-archive-delete-options/432 "2021-06-17T15:50:01Z")
Are there any archive or delete options for Group Chat history? Currently we just delete the chat group all together (and recreate it again) to clear out history. Just curious if there was a setting, or a better way? … --- ## [IBM Watson NLU is not working with v5.5.1.53573 (Stable)](https://community.brightpattern.com/t/ibm-watson-nlu-is-not-working-with-v5-5-1-53573-stable/422)
**Author:** [@Salvador.Mendoza](https://community.brightpattern.com/u/Salvador.Mendoza)\ **Replies:** 1\ **Last updated:** [June 12, 2021, 6:50pm UTC](https://community.brightpattern.com/t/ibm-watson-nlu-is-not-working-with-v5-5-1-53573-stable/422 "2021-06-12T18:50:12Z")
Hi every body, the connection to IBM Watson NLU, suddenly stop working… We review everything in both sides, Bright Pattern Contact Center Software and IBM Watson, I saw that the URL changed in IBM Watson, I already chang… --- ## [Deflection to another interaction while in queue](https://community.brightpattern.com/t/deflection-to-another-interaction-while-in-queue/372)
**Author:** [@adithyasomayagi0412](https://community.brightpattern.com/u/adithyasomayagi0412)\ **Replies:** 0\ **Last updated:** [April 5, 2021, 3:29am UTC](https://community.brightpattern.com/t/deflection-to-another-interaction-while-in-queue/372 "2021-04-05T03:29:01Z")
Hello, is there a way live deflection can be offered while the customer in the waiting for his call in the queue to be connected to an agent. i know we have the virtual queue call back, but is there he can be transferre… --- ## [Nickname for 3rd Party Integration](https://community.brightpattern.com/t/nickname-for-3rd-party-integration/352)
**Author:** [@adithyasomayagi0412](https://community.brightpattern.com/u/adithyasomayagi0412)\ **Replies:** 1\ **Last updated:** [March 26, 2021, 7:08pm UTC](https://community.brightpattern.com/t/nickname-for-3rd-party-integration/352 "2021-03-26T19:08:31Z")
Chat nick for system messages: does this work only for native chat and not for any third party integrations like facebook? where w e want the system message to be shown in a different way. --- ## [Limiting ability of agent's team queue](https://community.brightpattern.com/t/limiting-ability-of-agents-team-queue/342)
**Author:** [@adithyasomayagi0412](https://community.brightpattern.com/u/adithyasomayagi0412)\ **Replies:** 2\ **Last updated:** [March 16, 2021, 1:37am UTC](https://community.brightpattern.com/t/limiting-ability-of-agents-team-queue/342 "2021-03-16T01:37:50Z")
hello, is there a way we can limit agent ability to view the emails that came in into a team queue(be it push or pull method) [Next page](https://community.brightpattern.com/c/uncategorized/1.md?page=1)