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.

24-May-2023

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

• A new field has been added which covers the top level URL in which the softphone is loaded, this will allow identification of issues that are common to a specific customer softphone.
• Improvements to the data collected in Nice CXone environments.
• Standardisation of the url used to send Heartbeat, Agent side audio recordings to Operata for audio degradation scoring.
• Genesys Cloud CX collection improvements including missed calls and agent status.

20-Apr-2023

Genesys softphone enhancements

• Fixed a Genesys softphone issue where the party who ended call was not reported correctly in Operata
• Fixed an issue that prevented the Agent Collector from capturing Hold and Mute events for inbound calls on Genesys softphone's.

11-Apr-2023

Heartbeat Agent Audio fix

• Resolved an issue with Agent audio not being scored as part as a Heartbeat test.

05-Apr-2023

General improvements to the Agent Collector Chrome extension

• Hold and mute events captured with the Agent Collector will now report an associated resume and unmute event, with each hold having an associated resume and each mute having an associated unmute.
• Fixed an issue with the Agent Collector incorrectly labelling Outbound calls as Inbound calls when using a NiCE softphone.
• Fixed an issue that prevented the Agent Collector from capturing Hold and Mute events for all calls on NiCE soft phones.
• Fixed an issue with the Agent Collector where agent stats collection could fail intermittently for Genesys and AWS customers.
• Agent Collector can now capture additional data points including; granular hold / mute events, agent queue, and customer caller id. These data points are currently available for customers on AWS, with Genesys and NiCE to be supported in a future release.
• Convert Chrome Collector to Typescript.

9-Mar-2023
Agent Messenger <> Zendesk UI improvements

• Resolved character entry issue within Agent Issue Report comments field
• Resolved the Agent Messenger scaling issue, when within a Zendesk CCP iFrame

2-Mar-2023
Improved data capture

The following fields are now captured in the {{Summary}} payload:
"CustomerEndpoint"

Note: This capture can be toggled off/on by the Customer within Settings/Configs/Softphone

21-Feb-2023
Improved data capture

The following fields are now captured in the {{Summary}} payload:

• {{serviceAgent.friendlyName}}
• {{contact.id.previous}}
• {{contact.queueName}}
• {{contact.events.enqueued}}

01-Feb-2023
Improved Operata Headset controls

Provide the ability to toggle Operata Jabra headset controls.

• Fixed an issue where Jabra Call controls interfered with custom softphone call controls.