Date: 20-April-2021

• CX Heartbeat - 'one click retest', Audio Analytics and Network performance features added.
• Performance Testing - support for complex csv updates for answer call treatment, including dedicated 'from' numbers for each call.
• CX insights - User Interface (UI) updated to make it easier to identify CX, AX and Network scores.

Operata Collector for Chrome update to v 1.3.11

• Agent issue reporting - Improved error handling with notification should the issue notification not be passed from the Operata Widget to the client API.
  • Jabra Headset stats collection - Support for stats collection from the Jabra Engage range of headsets (Jabra Chrome Host and Chrome plugin still required)

Date: 22-March-2021

Buffa release added Assurance capability:

• CX Baseline - Quickly test and compare global and regional performance scores to inform architecture and baseline expected performance.
• CX Heartbeat - Score your agents’ and customers’ experience and view audio quality shifts at each step of a call. Compare against CX Baseline to quickly identify areas needing improvement.
• Performance Testing - Manage change and transform with confidence using real calls, on demand, at scale.

Operata Collector for Chrome update to v 1.3.10

• Heartbeat - Enabled agents to become test endpoints for Heartbeat.
• Backward compatibility - Ensures interoperability with customers using JS to provide easy transition to the Chrome extension.

Date: 09-March-2021

• Agent Experience Collector CCP Logs - CCP log collection enabled in the Chrome Extension and new config added to set the required CCP logging level.
• Agent Status Browser version - Agents browser version added to the Agent Status dashboard
• Agent Experience Collector - Updated content security policy on the Chrome extension to address a low level vulnerability.

Date: 22-February-2021

• Outbound Packet Loss - Add outbound packet loss to the Operata Dashboard in response to a Customer request.

Date: 09-February-2021

• Agent Experience Collector CCP Logs - CCP log collection enabled in the Chrome Extension and new config added to set the required CCP logging level.
• Agent Status Browser version - Agents browser version added to the Agent Status dashboard
• Agent Experience Collector - Updated content security policy on the Chrome extension to address a low level vulnerability.

Date: 27-January-2021

• Agent Experience Collector for native CCP - update to the Operata Chrome extension to support the CCP softphone hosted by Amazon.
• Agent Experience Collector Media - add a configuration toggle to enable/disable Media where handled by the default CCP
• Agent Experience Collector CPU/Memory - Memory and CPU usage statistics collected by the Chrome Extension

Date: 18-January-2021

Aria release - Changes to the Operata platform to support the new Aria release of Operata which includes support for a raft of new features:

• Agent Experience Collector - A browser based data collector and agent messenger for alerting and reporting issues.

• Agent Experience Monitor - Capture environmental data including browser, hardware, network and noise. Empower agents to resolve issues in their control.

• Rapid Deployment Toolkit - No-code and low-code toolkit for flexible and rapid deployment of Operata.

Date: 08-December-2020

• Streams and connect-rtc updates - updates to the versions pulled into the Chrome browser when using the Operata JS embedded into the Amazon Connect softphone (CCP) - Streams version 1.6.0 and connect-rtc version 1.1.7

• Available CPU and Memory added to the Per Second Stats - the per second call detail now includes available CPU and Memory

• CCP logs added to the public API - download of the CCP logs possible from the Operata API

Date: 26-November-2020

• Chrome Extension - Platform changes needed to support the new Agent Chrome extension that enables full data collection, agent issue reporting and agent notification with no changes needed to the softphone deployment (native, custom or embedded)

• CCP Logging - UI and platform changes to support CCP log collection at levels ranging from Trace to Critical logs only.

• Outbound and Inbound logging - Data network collection now split into TX and RX performance.
  Auto-Answer flag - 'Get the Details' now includes whether the call was auto-answered.
  Support Button - new Icon added for one touch launch of the Operata help centre, to raise issues, access documentation and even see this Change Log!

Date: 04-November-2020

• Bug fixes and enhancements - numerous minor bug fixes and platform enhancements.

• Workflow Email enhancements - We have added the capability to include any data captured from the impacted call into the body of the email, for example the impacted agent, callContactId and the MOS score.

• Agent Reported Issues - Customers can create a UI element within their softphone that pushes Agent Reported Issues to a client side 'EventBus' this data is captured and is visible in the new Agent Status dashboard panel.