Amazon EventBridge for Operata
Overview of the Amazon EventBridge integration for Operata
Active Operata account requiredYou will require an active Operata account in order to use this feature.
Amazon EventBridge InformationFor further information and to get started with the Amazon EventBridge service head to the official AWS service page here
How does it work?
Operata continuously measures performance to deliver the best possible customer experience. The Amazon EventBridge integration for Operata allows customers to receive & consume enriched Amazon Connect contact records including agent & remote worker network performance metrics, softphone logs & errors, desktop CPU/Memory utilization and agent reported issues.
Architecture diagram for illustrating integration use case(s).
What are some use cases?
Remote worker Network Performance Alerting
Use CloudWatch Anomaly Detection to determine normal baselines and surface anomalies affecting your Customer and Agent Experience.
Customer and Agent Experience Reporting & Dashboards
Use Amazon QuickSights to easily create and publish interactive BI dashboards that include Machine Learning-powered insights, or stream data to your Elasticsearch or Splunk instance for operational monitoring & reporting.
Attach context-rich data to Incident & Support tickets.
Use AWS Lambda to create incident & support tickets along with all relevant details about the issue when your agent reports them via Operata Agent Messenger.
Updated 6 months ago