18-Sep-2023

Call Ended On Silence insight

• Add calculator to detect and tag call records where the Call Ended On Silence.

13-Sep-2023

Call ended on Hold/Mute insights

• Call ended on Hold/Mute data collection and insights added

06-Sep-2023

Innovative ‘people experience’ insights for comprehensive CX Observability.

Operata for Amazon Connect Contact Lens - New dashboards (“playbooks”) provided out of the box for Contact Lens data derived from quality management, sentiment analysis, and conversational analytics.

Connectors Architecture - Foundational support for an expanding list of business data integrations with Contact Center as a Service (CCaaS), Workforce Experience Management (WEM), Quality Management (QM), Voice of the Customer (VoC), and Customer Experience (CX) solutions.

Expanded Event Streams for 3rd-Party Tooling - Expanded Operata data sets are now available with rich eventing via Amazon EventBridge to 3rd-party analytical and operational tools, and systems of record.

05-Sep-2023

Multiple softphone tagging

• Add calculator to detect and tag call records where multiple softphones are detected.

25-Aug-2023

Improved network performance measurement

• Add calculator to detect zero packets
• Fallback to legacy stats collection for heartbeat

09-Aug-2023

Resolved MOS calculation error

• Fixed an issue with Agent MOS calculation which reported an incorrect MOS score at high packet loss (>35%).
  • MOS calculation is now more reliable at when agents are experience poor network connections.

22-Jun-2023

Support for Amazon Connect Agent Workspace

• Agent Messenger updated to support data collection and agent reporting within the AWS Agent Workspace platform.

20-Jun-2023

Agent Collector (Chrome and Edge) improvements

• Updated the WebRTC collection method within Agent Messenger to align to standards across all browsers. This improves the compatibility and reliability of WebRTC and network metrics within Agent Messenger.
• Modern browsers manage memory more efficiently, and low-memory alerts can be triggered as a false positive with regards to CX and the agent experience. To this end memory alerts have been removed from agent messenger and the configuration UI.

15-June-2023

General improvements to the data collected by the Operata Chrome and Edge Agent Collector

• Supports the latest getStats API to monitor the correct candidate pair.

31-May-2023

Agent Insights and Customer Insights playbooks

Operata’s Forte release introduces agent and customer insight playbooks that provide IT and operational teams with unique views into key metrics impacting customer experience and cost.

Correlating technical, agent, and customer insights across multiple calls and operational lenses provide a unified view of interactions, highlighting opportunities to enhance operational efficiency and boost customer satisfaction.