Partner Access

A
admin
Bright Pattern LMS

Welcome to Bright Pattern
Admin Training

This comprehensive 5-day program is designed to give administrators a complete understanding of the Bright Pattern contact center platform — from initial setup to advanced configuration and AI-powered interactions.

5d
Training Days
20+
Modules
AI
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Certification

Day 1 · Section 1

Product Introduction

An overview of the Bright Pattern platform and its capabilities.

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Introduction Video
Language:
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Live
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Practical Tasks
Section 1
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Section 1 Practical Tasks

Complete these tasks after watching the introduction video.

After watching the Product Introduction video, answer the following questions to validate your understanding of the Bright Pattern platform fundamentals.
  • ✓
    Research the Bright Pattern product: describe the difference between Cloud and On-Premises deployment modes and when each is recommended.
  • ✓
    Identify the 3 levels of user access in Bright Pattern — what are they and what is the purpose of each level?
  • ✓
    Explain the concept Bright Pattern follows for cluster scaling in active-active mode — how does it ensure high availability and fault tolerance?
  • ✓
    List the AI features implemented in Bright Pattern and briefly describe the business value each one provides.
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Documentation
Resources
Day 1 · Section 2

Product Demo

Watch a live walkthrough of the Bright Pattern admin interface.

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Demo Walkthrough
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Practical Tasks
Section 2
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Section 2 Practical Tasks

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Documentation
Resources
Day 1 · Section 3

Call Center Configuration — General Settings

Configure core call center settings in the admin portal.

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Configuration Walkthrough
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Live
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Practical Tasks
Section 3
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Section 3 Practical Tasks

Practice configuring general call center settings.

In the sandbox environment, apply the General Settings configuration covered in the video. Focus on understanding each setting's impact on day-to-day call center operations.
  • ✓
    Configure the tenant name, contact information, and default timezone in General Settings.
  • ✓
    Set up at least one Business Hours schedule and assign it to a service.
  • ✓
    Enable and configure call recording settings — understand the difference between on-demand and always-on recording.
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    Locate the Voicemail and Callback settings and describe what each controls.
  • ✓
    Review the Security settings tab — identify at least 3 options and explain their purpose.
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Documentation
Resources
Day 1 · Section 4

Users & Teams, Privileges, and Services

Manage user accounts, team structures, role-based access, and service definitions.

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Users, Teams & Services
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Ask your questions
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Practical Tasks
Section 4
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Section 4 Practical Tasks

Create and manage users, teams, and services in the sandbox.

Build out a working organizational structure in the sandbox by creating users, assigning them to teams, configuring privilege roles, and defining a service end-to-end.
  • ✓
    Create 3 user accounts with different roles: Agent, Supervisor, and Administrator. Note the key differences in access level for each.
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    Create a Team, assign all 3 users to it, and set the Supervisor as the team lead.
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    Review the default Privilege Sets — identify which privileges are granted to each role by default and customize one.
  • ✓
    Create a new Voice Service called "Inbound Support", configure its queue settings, and assign the team to it.
  • ✓
    Explain in your own words: what is the difference between a Service and a Scenario in Bright Pattern?
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Documentation
Resources

🏷️ Class Tenant Allocation

Tenants for your organization

✅ Student Certification

0% 0 of 27 required categories checked

Evaluation Categories

🎓 Learn more about certification

1
Your own Bright Pattern class tenant
A separate Bright Pattern class tenant has been created just for you. It starts empty — you will configure it from scratch as you work through each day's Practical Tasks, the same way you would set up a real customer's contact center.
2
Check off Practical Tasks as you go
Every section of the course has a "Practical Tasks" checklist. As you complete each configuration step in your tenant, mark the matching green checkbox in the portal.
  • Create an inbound voice service
  • Configure Hours of Operation
  • Build a skill-based routing rule
    • 3
    Evaluation by a Bright Pattern trainer
    Once 80% or more of your Practical Tasks are checked, a Bright Pattern team member reviews the actual configuration inside your tenant against a checklist of 27 evaluation categories (teams, routing, IVR, chat, email, outbound, and more), and lets you know the result.
    4
    Track your progress in Class Tenant Allocation
    Open 🏷️ Class Tenant Allocation from the top menu at any time to see your tenant details and a live Certification progress status — Not Completed until 80% or more of the evaluation categories are checked off, then Completed. Click either badge to see exactly which categories are done.
    StudentTenant URLProgressCertification
    You https://student7.brightpattern.com/admin/ 85% Not Completed
    5
    Live Q&A sessions with trainers
    Beyond self-paced work in the portal, Bright Pattern trainers also run live Q&A sessions over Zoom throughout the program. The schedule and joining details will be sent to your registered email address — keep an eye on your inbox.

    📊 Training Analytics Report

    Active Students
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    Deactivated users excluded
    Avg. Task Progress
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    Based on Practical Task checkboxes
    AI Questions Asked
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    View history →
    Help Portal Visits
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    Unique link clicks

    ✅ Practical Task Completion by Section

    % of active students who completed all tasks

    👤 Student Progress

    Student Organization Sections Completed Active Time Video Watched AI Questions Help Portal Visits Task Progress

    📋 Section Breakdown

    DaySectionStudents CompletedCompletion Rate

    🗂️ Manage Portal

    📎 Attachments

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    🕵️ Audit of Changes

    TimeAdminIP AddressActionTargetDetailsStatus

    👥 User Management

    ➕ Create New User

    Login must be a valid email address, e.g. name@company.com. Other formats are not allowed.
    Format: https://studentX.brightpattern.com/admin/ or studentX.brightpattern.com/admin/. No other formats allowed.

    🏢 Users by Organization

    0 selected