04-Jan-2023
EventBridge stream updates

Additional data now added to EventStream from Operata.

• Headset data added to the EventBridge summary stream.
• Heartbeat Assurance test results added to the EventBridge summary stream.

30-Nov-2022
Call summary device data fix

Minor bug resolution.

• Fixed a bug where call summaries would occasionally include devices used in the previous call.

11-Nov-2022
WARN level log Filter

To reduce the volume of unused WARN level logs from CCP softphone's sent to Operata, the Chrome Extension now filters out the following seven WARN log messages.

• 'contact%'
• 'Invalid country calling code'
• 'ADVANCED_LOG'
• 'WARN'
• 'The user has requested to not receive notifications.'
• 'Failed to get agent data.'
• 'Failed to fetch agent configuration data.'

25-Oct-2022
Capability Improvements

The latest version of the Operata Agent Collector brings with it a number of feature updates and improvements.

• New feature - A customer configurable note below the Agent Issue Report comment field, to provide guidance to agents on any content restrictions, for example 'do not enter customer details'.
• We’ve improved the detection and configuration to better place the Operata widget.
• We have incorporated the latest phases of support for the Genesys Cloud softphone and Nice CXone Max softphone.

13-Oct-2022
Chrome Extension improvements

The latest version of the Operata Agent Collector brings with it a number of feature updates and improvements.

• We’ve improved agent alerting with icons that highlight whether Network, PC performance or headset sharing issues have been detected.
• We have embedded Jabra Headset call controls, simply install the Jabra Integration chrome extension and actions on the headset will be captured in the softphone state.
• Enhanced call analytics have also been enabled when using the new Jabra Engage II range of headsets with a new dedicated Playbook.

04-Oct-2022
Chrome collector improvements.

Minor bug issue resolution for Multiple agent events.

• Resolves an issue where multiple Agent Status records would be recorded when agents would be using multiple softphone's in a single session.

02-Sep-2022
Operata created message resolved

Amazon Connect ERROR 'contact::destroyed created by the Operata Collector resolved.

• Non service impacting CCP ERROR 'contact::destroyed caused by Operata Chrome extension has been resolved.

16-Aug-2022
Amazon CCP soft-phone “Desk-phone” mode detection

Tag calls answered by agents using Desk phone mode.

• Desk-phone mode support, Agents taking calls with their Amazon CCP soft-phone set in “Desk-phone” are now tagged in Operata as “Deskphone Mode”.

16-Aug-2022
Operata Collector for Chrome version 1.4.2

Restore CPU and Memory per second data collection

• Resolved the issue with CPU and memory failing to report min, max and average values correctly.

01-Apr-2022
Heartbeat triggers for "Agent Error" and "Call not accepted by Agent" to be trigger an event on

• Heartbeat now supports the ability to event and trigger alerts based on when agents are in error. This includes the following Heartbeat conditions:
  • Agent Error, and
  • Call Not Accepted by Agent.