Event catalog

Every event type Operata publishes to your partner event source. Each entry covers the detail-type, trigger condition, and an example payload.

Post-contact events arrive between 30 seconds and 5 minutes after the contact ends. Build consumers that key off detail.contact.id.current rather than wall-clock order.

Call summary

The enriched contact record — one event per completed contact. detail-type: CallSummary When it fires: After a contact completes, once Operata finishes joining the CTR, agent-side telemetry, and WebRTC session metrics. Payload:

{
  "version": "0",
  "id": "530848f3-1111-2222-3333-b33ba70c19f0",
  "detail-type": "CallSummary",
  "source": "aws.partner/operata.com/a28453f9-1111-2222-3333-84d9e67ac297/customerEventBus",
  "account": "083560837128",
  "time": "2023-06-01T05:00:13Z",
  "region": "ap-southeast-2",
  "resources": [],
  "detail": {
    "accountProperties": {
      "operataGroupName": "Operata",
      "operataGroupId": "a28453f9-1111-2222-3333-84d9e67ac297"
    },
    "contact": {
      "id": {
        "current": "ac7a6a89-1111-2222-3333-1e659475d24e",
        "previous": "",
        "next": ""
      },
      "direction": "Inbound",
      "events": {
        "connectingToAgent": "2023-06-01T04:59:51.523Z",
        "enqueued": "2023-06-01T04:59:30.795Z"
      },
      "endedBy": "Agent",
      "queueName": "Operata Prod Default Queue",
      "callerId": "+61402960149"
    },
    "webRTCSession": {
      "metrics": {
        "inbound": {
          "packetsReceived": 636,
          "packetsLost": 12,
          "packetsLostPercentage": 1.85,
          "bytesReceived": 67178,
          "audioLevel": {
            "min": 0,
            "max": 400,
            "avg": 51.23
          },
          "jitterBufferMils": {
            "min": 0,
            "max": 8,
            "avg": 3
          }
        },
        "outbound": {
          "packetsSent": 786,
          "packetsLost": 10,
          "packetsLostPercentage": 1.27,
          "bytesSent": 65585,
          "audioLevel": {
            "min": 0,
            "max": 4515,
            "avg": 618.62
          },
          "jitterBufferMils": {
            "min": 4,
            "max": 26,
            "avg": 11.23
          }
        },
        "rtt": {
          "min": 0,
          "max": 145,
          "avg": 110
        },
        "jitter": {
          "min": 0,
          "max": 8,
          "avg": 3
        },
        "mos": {
          "min": 3.65,
          "max": 4.43,
          "avg": 4.25
        }
      },
      "serviceEndpoint": {
        "fqdn": "",
        "transportLifeTimeSeconds": 0,
        "expiry": "0001-01-01T00:00:00Z"
      },
      "mediaEndpoint": {
        "fqdn": "turnnlb-93f2de0c97c4316b.elb.ap-southeast-2.amazonaws.com.",
        "destinationPort": "3478",
        "sourcePort": "49985",
        "transport": "udp",
        "privateIp": "10.4.3.108"
      },
      "signallingEndpoint": {
        "fqdn": ""
      },
      "usedDevices": [
        {
          "timestamp": "2023-06-01T04:59:55.041Z",
          "deviceId": "default",
          "groupId": "293e6a9871f0d56112233445566773d1e36f9e6ed9f4926c5a9318336ecfeec",
          "kind": "audioinput",
          "label": "Default - Elgato Wave:3 (0fd9:0070)"
        },
        {
          "timestamp": "2023-06-01T04:59:55.041Z",
          "deviceId": "default",
          "groupId": "ccdd7abe9a3cd1122334455667762315f154461e744b2072bae72719239a",
          "kind": "audiooutput",
          "label": "Default - Internal Speakers (Built-in)"
        }
      ]
    },
    "serviceAgent": {
      "username": "andy",
      "machine": {
        "cpu": {
          "modelName": "Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz",
          "idlePercentage": {
            "avg": 69.89
          },
          "utilisedPercentage": {
            "min": 28.53,
            "max": 31.84,
            "avg": 30.11
          }
        },
        "memory": {
          "availableGb": 16,
          "utilisedPercentage": {
            "min": 92.27,
            "max": 92.49,
            "avg": 92.31
          }
        }
      },
      "network": {
        "internetGatewayIp": "103.120.49.101",
        "mediaIpAddress": "192.168.1.12",
        "type": "wlan",
        "isp": "Bcd Networks Pty Ltd",
        "geolocation": {
          "city": "Nutfield",
          "region": "Victoria",
          "country": "Australia"
        }
      },
      "browser": {
        "name": "Chrome",
        "version": "113.0.5672.126"
      },
      "softphone": {
        "softphoneUrl": "https://softphone.awsapps.com/connect/ccp-v2/softphone#ac7a6a89-43ff-4dce-8aa2-1e659475d24e",
        "softphoneContextUrl": "https://softphone.awsapps.com/connect/ccp-v2/softphone#ac7a6a89-43ff-4dce-8aa2-1e659475d24e"
      },
      "interaction": {
        "totalDurationSec": 14,
        "onHoldDurationSec": 0,
        "talkingDurationSec": 14,
        "onMuteDurationSec": 0
      },
      "friendlyName": "Andy",
      "agentId": "arn:aws:connect:ap-southeast-2:107413333282:instance/ac0eba8d-93d6-4f2f-a63d-aa576453c190/agent/1c591639-ce3d-4444-2222-6c9fa5ce8d93",
      "autoAnswer": false
    },
    "billing": {
      "durationRoundedMin": 1,
      "agentDataReceived": true,
      "cloudDataReceived": true,
      "agentReadinessTest": false
    },
    "timestamp": "2023-06-01T05:00:11.871Z"
  }
}

Insights summary

The insights Operata established for a contact. Fires alongside CallSummary when at least one insight applies. detail-type: InsightsSummary When it fires: When Operata establishes one or more insights for a completed contact. Contacts with no insights produce no InsightsSummary event. Payload:

{
  "version": "0",
  "id": "e063ddf9-ac05-08ee-138c-7105a7d3c04b",
  "detail-type": "InsightsSummary",
  "source": "aws.partner/operata.com/a28453f9-c9d3-4c48-a7cd-84d9e67ac297/customerEventBus",
  "account": "083560837128",
  "time": "2023-06-01T05:00:13Z",
  "region": "ap-southeast-2",
  "resources": [],
  "detail": {
    "accountProperties": {
      "operataGroupId": "a28453f9-c9d3-4c48-a7cd-84d9e67ac297"
    },
    "contact": {
      "id": {
        "current": "ac7a6a89-43ff-4dce-8aa2-1e659475d24e"
      }
    },
    "insights": {
      "count": 1,
      "tags": [
        {
          "description": "High Packet Loss"
        }
      ]
    }
  }
}

Agent reported issue

An issue submitted by an agent through Agent Messenger, including the surrounding device and browser context. detail-type: AgentReportedIssue When it fires: When an agent submits an issue through Agent Messenger. Independent of contact lifecycle — agents can report issues with or without an active contact. Payload:

{
  "version": "0",
  "id": "2549e62b-aaaa-bbbb-ccc-3bc2dfae7676",
  "detail-type": "AgentReportedIssue",
  "source": "aws.partner/operata.com/a28453f9-3333-4444-555d-84d9e67ac297/customerEventBus",
  "account": "08350123456788",
  "time": "2023-06-01T04:26:12Z",
  "region": "ap-southeast-2",
  "resources": [],
  "detail": {
    "operataClientId": "a28453f9-c9d3-4c48-a7cd-84d9e67ac297",
    "agent": "andy",
    "state": "AgentReportedIssue",
    "context": {
      "callContactId": "",
      "category": "Softphone would not work",
      "cause": "Softphone would not work",
      "message": "Unresponsive softphone",
      "scenario": "",
      "severity": "Terrible"
    },
    "browser": {
      "name": "Chrome",
      "version": "113.0.5672.126"
    },
    "system": {
      "cpu": {
        "modelName": "Intel(R) Core(TM) i7-7700HQ CPU @ 2.80GHz",
        "idlePercentage": 76.91,
        "usedPercentage": 23.09
      },
      "memory": {
        "total": 16,
        "available": 1.33
      }
    },
    "softphoneError": {
      "type": "Softphone would not work",
      "message": ""
    },
    "timestamp": "2023-06-01T04:25:07.495Z",
    "id": "72f456d5ead0e9a2701fb03530ff3799"
  }
}

Headset summary

Per-contact headset telemetry, delivered when headset stats collection is enabled for the group. detail-type: HeadsetSummary When it fires: When the group has headset stats collection enabled and a contact ends. Contacts without an attached headset produce no HeadsetSummary event. Payload:

{
  "version": "0",
  "id": "0ee84093-239d-b992-cb79-495a41952f30",
  "detail-type": "HeadsetSummary",
  "source": "aws.partner/operata.com/a28453f9-c9d3-4c48-a7cd-84d9e67ac297/customerEventBus",
  "account": "0835123456787",
  "time": "2023-06-01T04:49:23Z",
  "region": "ap-southeast-2",
  "resources": [],
  "detail": {
    "accountProperties": {
      "operataGroupId": "a28453f9-aaaa-bbbb-cccc-84d9e67ac297"
    },
    "contact": {
      "id": {
        "current": "8794983f-aaaa-bbbb-cccc-251045cfadd0",
        "previous": "",
        "next": ""
      },
      "interaction": {
        "totalDurationSec": 0,
        "onHoldDurationSec": 0,
        "agentInteractionDurationSec": 0
      },
      "queueName": ""
    },
    "headset": {
      "modelName": "Jabra PanaCast 20",
      "firmwareVersion": "3.2.6",
      "serialNumber": "A0000052B691",
      "apiVersion": "3.0.0-beta.4",
      "metrics": {
        "speech": {
          "crossTalkTotal": 0,
          "crossTalkTotalPct": 0,
          "rxSpeechTotal": 0,
          "rxSpeechTotalPct": 0,
          "silenceTotal": 55.7,
          "silenceTotalPct": 100,
          "totalSeconds": 55.7,
          "txSpeechTotal": 0,
          "txSpeechTotalPct": 0
        },
        "exposureDb": {
          "min": 0,
          "max": 0,
          "avg": 0
        },
        "backgroundNoiseDb": {
          "min": 0,
          "max": 0,
          "avg": 0
        },
        "misalignedBoomArmCount": 0,
        "deviceMuteCount": 0,
        "deviceVolumeAdjustCount": 0
      }
    }
  }
}

Heartbeat workflow

The result of a Heartbeat synthetic test, scored across each link in the call path. Operata delivers the payload as a JSON array — one entry per agent or routing profile in the test. When it fires: When a Heartbeat test triggers its workflow. Configured per Heartbeat schedule; see the Heartbeat integration docs for cadence options. Payload:

[
  {
    "agentId": "kanchan",
    "agentType": "",
    "axScore": 10,
    "createdOn": "2022-03-31T05:40:57.967565Z",
    "cxScore": 10,
    "diallerCallId": "CA355bf611223344557f2b9f420d77a52841",
    "groupId": "5bbbd17a-1111-2222-3333-c4674035f406",
    "heartbeatId": "7ac7ba31-1111-2222-3333-6796c5d0f2e5",
    "jobId": "1648705257967728403",
    "networkScore": 10,
    "receiverCallId": "5981c50a-1111-2222-3333-b65004a777f2",
    "routingProfileId": "",
    "status": "Call Not Accepted by Agent",
    "toNumber": "",
    "updatedOn": "2022-03-31T05:41:36.130184Z"
  }
]

CCP log files

CCP log lines streamed off the agent desktop as they appear. Scope: ERROR and WARN level log lines, plus INFO for ICE Connect Error only. When it fires: As log lines at those levels appear in the CCP. Operata does not buffer to contact boundaries — log events flow continuously while agents are signed in.

Webhooks overview — delivery model, envelope, and example consumers.
Configure webhooks — create the partner event source and route events to a target.
API changelog — payload changes and new event types.

Overview & quickstart

API essentials

Endpoints — Contacts

Endpoints — Logs

Endpoints — Users

Endpoints — Data redaction

Events & webhooks

Streaming & backends

AI & MCP

Call summary

Insights summary

Agent reported issue

Headset summary

Heartbeat workflow

CCP log files

​Call summary

​Insights summary

​Agent reported issue

​Headset summary

​Heartbeat workflow

​CCP log files

​Related

Call summary

Insights summary

Agent reported issue

Headset summary

Heartbeat workflow

CCP log files

Related