serviceAgent object captures the agent endpoint’s state for one Amazon Connect Contact: machine resource usage, browser and softphone versions, network details, and interaction metrics. The Agent Experience Collector emits this object for every Contact.
Schema
"serviceAgent": {
"username": "agent_42",
"friendlyName": "Riley Chen",
"machine": {
"cpu": {
"modelName": "Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz",
"idlePercentage": { "avg": 77.12 },
"utilisedPercentage": { "min": 20.25, "max": 27.93, "avg": 22.88 }
},
"memory": {
"availableGb": 16,
"utilisedPercentage": { "min": 97.34, "max": 99.25, "avg": 98.11 }
}
},
"network": {
"internetGatewayIp": "103.120.49.101",
"mediaIpAddress": "192.168.1.12",
"type": "wifi",
"availableInterfaces": [
{ "address": "192.168.1.12", "type": "wifi" },
{ "address": "169.254.139.0", "type": "" }
],
"isp": "Bcd Networks Pty Ltd",
"geolocation": {
"city": "Whittlesea",
"region": "Victoria",
"country": "Australia"
}
},
"browser": {
"name": "Chrome",
"version": "115.0.5790.170"
},
"softphone": {
"softphoneUrl": "https://operata-prod.awsapps.com/connect/ccp-v2/softphone",
"softphoneContextUrl": "https://operata-prod.awsapps.com/connect/ccp-v2/softphone",
"operataChromeExtVersion": "1.6.13",
"operataCollectorVersion": "diagnostics",
"connectStreamsVersion": "1.7.4"
},
"interaction": {
"totalDurationSec": 54,
"onHoldDurationSec": 11,
"talkingDurationSec": 43,
"onMuteDurationSec": 10
}
}
Fields
| Name | Type | Required | Description | Example |
|---|---|---|---|---|
username | string | yes | Agent login username as configured in Amazon Connect. | agent_42 |
friendlyName | string | no | The agent’s first name as configured in Amazon Connect. | Riley Chen |
serviceId | string (UUID) | no | Amazon Connect agent ID. Present when CTR collection is enabled. | 23aca65c-7bc8-4ead-b9e5-9df15f06b8af |
machine.cpu | object | yes | Agent machine CPU utilization and availability metrics. See System CPU and memory usage for the standalone CPU schema. | — |
machine.memory | object | yes | Agent machine memory utilization and availability metrics. | — |
network | object | yes | Agent network information: available interfaces, types, IP addresses, and which interface handled media during the Contact. See Machine, browser, and network data and Geolocation and ISP for the standalone network schemas. | — |
network.isp | string | no | Name of the internet service provider, identified from the internet interface sending data to Operata. | Bcd Networks Pty Ltd |
network.geolocation | object | no | Geolocation of the ISP point of presence. | — |
browser | object | yes | Browser name and version reported by the Agent Experience Collector. | — |
softphone | object | yes | Softphone URL and version information, including the Agent Experience Collector and Amazon Connect Streams versions. | — |
interaction | object | yes | Key interaction metrics captured after the Contact connects to the agent: total duration, on-hold time, talking time, on-mute time. | — |