27-Sep-2023

Support for AWS account migration

• Initial support for push messages from backend services for agent alerting
• Cloudfront invalidation cache pipeline fix

21-Sep-2023

Support for AWS account migration

• Internal changed to support Operata AWS account migration

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.