Version Alignment — Edge and Chrome browsersVersion to bring the Chrome and Edge version numbers into alignment. No functional change.
Minor Enhancement — Edge and Chrome browsersFurther efficiency improvements to CCP log collection.
Minor Enhancement — Edge and Chrome browsersEfficiency improvements to CCP log collection.
Minor Enhancement — Edge and Chrome browsersImprovements to Agent Copilot scaling within Salesforce environments.
Minor Enhancement — Edge and Chrome browsersImprovements to Genesys environment data collection:
- Support for Genesys media helper.
- Support for Genesys call transfers.
Minor Enhancement — Edge and Chrome browsersImprovements to Genesys environment data collection.
Improved Genesys support — Edge and Chrome browsersUpdate to improve Genesys environment data collection.
Minor Enhancement — Edge and Chrome browsersUpdate to support RtcPeerConnectionManagerV2 persistent agent connection within HDX environments.
Minor Enhancement — Edge and Chrome browsersUpdate to support RtcPeerConnectionManagerV2 persistent agent connection.
Minor Enhancement — Edge and Chrome browsersUpdated to support RtcPeerConnectionManagerV2.
Minor Enhancement — Edge and Chrome browsersAgent Copilot ‘Agent Reported Issue’ UI scaling issue resolved for Amazon Connect/Salesforce environments.
Minor Enhancements — Edge and Chrome browsers
- Krisp and Sanas support — enable collection of the Headset device using Krisp/Sanas as well as enabled features such as noise cancellation and accent conversion.
- Allow initialization of the extension when
window.pwtis undefined.
Minor Enhancements — Edge and Chrome browsersAmazon Connect — Improvements to Agent Auto answer data collection.
Minor Enhancements — Edge and Chrome browsers
- Improvements to MissedCallAgent detection.
- Support for Headset identification when using the Krisp application.
- Improved data collection for Genesys environments (queues and missed calls).
Minor Enhancements — Edge and Chrome browsers
- Enable Log collection in Genesys environments.
Minor Bug fixes — Edge and Chrome browsers
- Resolved issue with Agent Audio for Heartbeat tests.
- Ignore
microphone_not_sharednotification if mic is available. - Fix invalid URI encoding for agent username in agent config fetch.
Updates for WCAG compliance — Edge and Chrome browsers
- Improved UI for WCAG 2.2 compliance.
Transferred calls improved data collections — Edge and Chrome browsers
- Collect initial contact id in the summary v2 payload to better understand call transfers.
Updates for WCAG compliance — Edge and Chrome browsers
- Improved UI for WCAG 2.2 compliance.
Updates for WCAG compliance — Edge and Chrome browsers
- Improved UI for WCAG 2.2 compliance.
Updates to Headset Change data capture — Edge and Chrome browsers
- Improvement to headset-change tracking during calls.
Remove audio setting capability from within Agent Copilot — Edge and Chrome browsers
- The capability to set the Mic and Speaker settings from within Agent Copilot has been removed to provide a more consistent experience to agents — changes only made using the native softphone or device settings.
- The AX Copilot alert has also been updated to remove the ‘Change Device settings’ button.
Updates to locally calculated insights — Edge and Chrome browsers
- Updates and additions to locally calculated insights.
Auto load extension and resolve Agent Reported issue guidance text — Edge and Chrome browsers
- Auto load Operata extension when added to Chrome and Edge (does not require a browser refresh).
- UI configured agent reported issue guidance now appears in Agent Copilot.
Auto load extension — Edge browsers
- Auto load Operata extension when added to Edge (does not require a browser refresh).
Agent Copilot UI update — Chrome and Edge browsers
- Agent Copilot popup placement and CSS loading inside the shadow root.
Agent Copilot ART update — Chrome and Edge browsers
- Updated WebSocket connection to no longer require the Heartbeat tag and added telemetry logging for WebSocket connection type.
- Updated the Agent Readiness test to use of pool number with the ART Key.
Agent Copilot ART update — Chrome and Edge browsers
- Update the approach to tagging Agent Readiness Tests to improve the accuracy of the results dashboard and billing.
Agent Copilot ART update — Chrome and Edge browsers
- Update the approach to creating Agent Readiness Tests to improve the accuracy of the results seen in the ART dashboard.
Agent Copilot UI refinement — Chrome and Edge browsers
- Default to “Report Issue” tab when Agent Copilot is opened and no alerts or actions are present.
- Fixed an issue where Alert and Action toasts were not dismissing after they expire.
Persistent Agent Connection support — Chrome and Edge browsers
- Support for agents using Amazon Connect Persistent Agent Connection.
Additional telemetry — Chrome and Edge browsers
- Add telemetry logging to detect customers who have enabled CCP agent persistent connections.
UI updates for the new Agent Messenger widget (Agent Copilot) — Chrome and Edge browsers
- A number of UI updates to progress release of the new Agent Messenger widget, branded Agent Copilot.
UI updates for the new Agent Messenger widget (Agent Copilot) — Chrome and Edge browsers
- A number of UI updates to progress release of the new Agent Messenger widget, branded Agent Copilot.
Bug fixes and further UI updates for the new Agent Messenger widget (AX Copilot) — Chrome and Edge browsers
- A number of UI updates to progress release of the new Agent Messenger widget, branded AX Copilot.
- Fix for Agent Copilot to dismiss any Agent Readiness toast alerts if the readiness call is in progress.
UI updates for the new Agent Messenger widget (AX Copilot) — Chrome and Edge browsers
- A number of UI updates to progress release of the new Agent Messenger widget, branded AX Copilot.
UI updates for the new Agent Messenger widget (AX Copilot) — Chrome and Edge browsers
- A number of UI updates to progress release of the new Agent Messenger widget, branded AX Copilot.
- Small update to the Agent Readiness Test logic to ensure agent scores and audio performance measures are captured.
For Amazon Connect agents — Ignore network performance statistics when callers are placed on Hold — Chrome and Edge browsers
- Agent Messenger has been updated to ignore network performance measures when the agent has placed the caller on hold, as in this state the ‘you are on hold’ announcement source introduces network latency. The WebRTC softphone is not actively transmitting or receiving customer audio at this time, hence any MOS collected at this point would not reflect the actual customer experience, however this does impact the average and worst case (min) network performance scores for calls.
Agent messenger v2 capability — Chrome and Edge browsers
- Enables updated Agent Messenger (v2) user interface.
- Enables selected agent deployment of agent messenger.
Enhancements to Agent Test sequence and Messenger 2.0 — Chrome and Edge browsers
- Agent Test sequence updated to ensure Agent response and call quality metrics are passed to the Dashboard.
- Update to the messenger widget in preparation for Messenger 2.0.
Support for Amazon Connect screen recording telemetry — Chrome and Edge browsers
- Event details for Amazon Connect Screen Recording capability now captured as telemetry data.
Resolved Heartbeat reference Audio file play — Chrome and Edge browsers
- CCP Mute function change prevented the Heartbeat Agent reference audio file from being played, this version resolves the issue.
Improved Agent Readiness Test — Chrome and Edge browsers
- Reduce the time taken to complete the Agent Readiness Test process.
Improved support for Nice CXone — Chrome and Edge browsers
- Update to collect Nice CXone Agent ID.
Support for new MS Edge Browser API — Chrome and Edge browsers
- Update to ensure full support against the new MS Edge API.
Agent Readiness Test and Data TeamsOperata have launched an agent readiness feature and Data Teams (role based access to specific data) as part of the Kora release — details here.
Enable Adagio components for Agent Collector v2 — Chrome and Edge browsers
- Update to enable new graphical components to support the net iteration of the Agent Collector widget.
HDX Media performance data collection issue — Chrome and Edge browsers
- Resolves CCP media data collection where environments use proprietary connect-rtc and open source version.
Salesforce UI issue resolution — Chrome and Edge browsers
- Cosmetic UI error issue resolved for Amazon Connect with Salesforce users.
Agent Start of Day — Chrome and Edge browsers
- Support for the new Agent Start of Day service — see Operata for details.
HDX improvements — Chrome and Edge browsers
- Support data collection in hybrid environments with agents running both non-HDX and HDX environments.
HDX and Nice CXOne improvements — Chrome and Edge browsers
- Improvements to HDX data collection.
- Enables Nice CXone media data collection when using Azure VDI.
Improved support for HDX and support for non-standard Approved Origin URL’s — Chrome and Edge browsers
- Capture HDX performance metrics when configured as a Custom Softphone in Operata Group configuration.
- Ignore trailing slash when determining if current frame url is a valid.
Tango support — Chrome and Edge browsers
- Enhancement to support customers using the Tango CRM platform.
Stability and telemetry updates — Chrome and Edge browsers
- General improvements to load tolerance in poor networks and enhanced telemetry.
Tagging for VDI, HDX and standard WebRTC environments — Chrome and Edge browsers
- Enhancement to capture VDI, CitrixHDX and Standard WebRTC media strategies for every call.
Improve Agent environment data collection — Chrome and Edge browsers
- Agent Collector captures the underlying operating system (and version) that agents are using to assist in troubleshooting any performance issues.
Amazon Workspace UI fix — Chrome and Edge browsers
- UI fixes for Amazon Connect Agent Workspace environments.
Improve Agent Start of Day testing — Chrome and Edge browsers
- Improvements to the Agent Start of day testing features.
Clamp Agent messenger position — Chrome and Edge browsers
- Resolve issues where it was possible to move Agent Messenger to a position that is not visible by the user.
Agent Start of Day testing support — Chrome and Edge browsers
- Initial Beta support for the agent start of day process.
Citrix HDX support — Chrome and Edge browsers
- Initial Beta support for Citrix HDX softphone media.
Data capture enhancements — Chrome and Edge browsers
- Remove unneeded fields for missed call v2 payloads.
Improved silent call tagging — Chrome and Edge browsers
- Improvements to Call On Silence detection. Now triggers when 95% of all samples are silent, (<300 in audio energy, over a 30s duration). This helps reduce false-positive detections of silence on the customer and agent side.
Collection enhancements — Chrome and Edge browsers
- Improved inbound and outbound MOS collection.
- Bug fix for VPN Agent IP data collection.
Improved load timing — Chrome and Edge browsers
- Change to extend the wait for JS to finish loading before attempting to initialize.
Improved data collection and insights — Chrome and Edge browsers
- Call ended on silence insight tagging added.
Client collector improvements — Chrome and Edge browsers
- Improve softphone logging capture.
Client collector improvements — Chrome and Edge browsers
- Enhancement to reduce excessive log messages from the agent softphone.
- Add telemetry logging to the extension.
Audio exposure bug fix improved Agent Collector configuration poor network tolerance — Chrome and Edge browsers
- Updated the Jabra alert — Audio Exposure default threshold raised from 75dB to 85dB.
- Resolved bug preventing the Audio exposure notification to be switched off.
- Agent Collector configuration Cache feature enabled to be more tolerant of network issues on first launch.
Bug fix for excessive softphone logs — Chrome and Edge browsers
- Resolved an issue with the Agent Collector generating excessive softphone logs, which impacted CCP log collection for Amazon CCP users.
Improved Agent Messenger UI experience — Chrome browsers only
- Improved the behavior of common Agent alerts to time-out automatically after a short period.
- Remove logging for “agent clicked end contact” button.
Improved collection accuracy — Chrome browsers only
- Improved the accuracy of Agent and Customer disconnection event collection.
Telemetry updates — Chrome browsers only
- Remove log message as creates too much noise.
- Update manifest.json.
- Add optional telemetry to agent status.
All Agent Notification toasts to be dismissible — Chrome and Edge browsers
- Bug resolved that prevented some of the Agent Notification toasts from being dismissible.
Reduce Agent Collector startup time
- Enhancement to the Agent Collector to improve the startup time to reduce the incidence of missed calls at the start of an agent session.
Improved Telemetry Data
- Add telemetry data to v2 summary payload to improve data collection identification.
Telemetry added to aid coverage reporting and analysis
- Adds telemetry to help quantify coverage reporting and analysis, specifically logging time extension was loaded, time extension is ready to start collecting calls, and number of calls captured within a single session. This data is not customer facing, but will aid in the creation of analytics that will be going forward.
Support for secondary Operata URL to capture Agent WAN IP and ISP when using VPN
- A new agent IP lookup service has been integrated with the chrome collector, and will do a IP lookup based on this value (if it exists).
Updated text for AX Copilot alerts
- The toast (pop out messages), hover text and history text will now all be consistent with the agreed customer text for AX Copilot notifications.
Added support for Nice MAX Agent embedded into SalesForce
- Data collection enabled for the Nice MAX Agent when embedded into a SalesForce environment.
Added support for Nice CXone Agent
- Data collection enabled for the Nice CXone Agent client.
Resolved capitalization issue with Nice CXOne within Salesforce
- capitalization of states when using the Nice CXone agent within a Salesforce environment is inconsistent, this bug fix normalizes the capitalization into Operata.
Revert call disconnect party changes from v1.6.24
- Revert call disconnect party changes from v1.6.24.
Determining the hang up party
- Determining the hang up party.
- Updated the manifest version.
Input/output device enhancements
- Add Settings option to the chrome collector, allowing agents to swap input/output device.
Harmony release agent capability updates
- UI improvements for Harmony.
Harmony release agent capability updates
- Change threshold for Call Ended On Hold/Mute from 180 seconds to 30 seconds.
- “End Call” support for Agent Alert toasts (Harmony).
- UI improvements and bug fixes for Agent Alert toasts (Harmony).
Resolve Heartbeat UI issue
- Ensure the Agent Messenger widget notifies agents when there is a Heartbeat test running.
Update to support new Harmony features
- A number of internal changes to support the new Harmony feature set — released in November 23.
Update Heartbeat to support latest browser API’s
- Correctly handle changes to the underlying audio streams when echoing and playing back the file recording for Heartbeat.
Support for AWS account migration
- Initial support for push messages from backend services for agent alerting.
- Cloudfront invalidation cache pipeline fix.
Support for AWS account migration
- Internal changed to support Operata AWS account migration.
Call Ended On Silence insight
- Add calculator to detect and tag call records where the Call Ended On Silence.
Call ended on Hold/Mute insights
- Call ended on Hold/Mute data collection and insights added.
‘People experience’ insights for 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.
Multiple softphone tagging
- Add calculator to detect and tag call records where multiple softphones are detected.
Improved network performance measurement
- Add calculator to detect zero packets.
- Fallback to legacy stats collection for heartbeat.
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.
Support for Amazon Connect Agent Workspace
- Agent Messenger updated to support data collection and agent reporting within the AWS Agent Workspace platform.
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.
General improvements to the data collected by the Operata Chrome and Edge Agent Collector
- Supports the latest getStats API to monitor the correct candidate pair.
Agent Insights and Customer Insights playbooksOperata’s Forte release introduces agent and customer insight playbooks that provide IT and operational teams with unique views into key metrics impacting customer experience and cost.Correlating technical, agent, and customer insights across multiple calls and operational lenses provide a unified view of interactions, highlighting opportunities to enhance operational efficiency and boost customer satisfaction.
General improvements to the data collected by the Operata Chrome and Edge Agent Collector
- A new field has been added which covers the top level URL in which the softphone is loaded, this will allow identification of issues that are common to a specific customer softphone.
- Improvements to the data collected in Nice CXone environments.
- Standardisation of the url used to send Heartbeat, Agent side audio recordings to Operata for audio degradation scoring.
- Genesys Cloud CX collection improvements including missed calls and agent status.
Genesys softphone enhancements
- Fixed a Genesys softphone issue where the party who ended call was not reported correctly in Operata.
- Fixed an issue that prevented the Agent Collector from capturing Hold and Mute events for inbound calls on Genesys softphone’s.
Heartbeat Agent Audio fix
- Resolved an issue with Agent audio not being scored as part as a Heartbeat test.
General improvements to the Agent Collector Chrome extension
- Hold and mute events captured with the Agent Collector will now report an associated resume and unmute event, with each hold having an associated resume and each mute having an associated unmute.
- Fixed an issue with the Agent Collector incorrectly labelling Outbound calls as Inbound calls when using a NiCE softphone.
- Fixed an issue that prevented the Agent Collector from capturing Hold and Mute events for all calls on NiCE soft phones.
- Fixed an issue with the Agent Collector where agent stats collection could fail intermittently for Genesys and AWS customers.
- Agent Collector can now capture additional data points including: granular hold / mute events, agent queue, and customer caller id. These data points are currently available for customers on AWS, with Genesys and NiCE to be supported in a future release.
- Convert Chrome Collector to Typescript.
Agent Messenger <> Zendesk UI improvements
- Resolved character entry issue within Agent Issue Report comments field.
- Resolved the Agent Messenger scaling issue, when within a Zendesk CCP iFrame.
Improved data captureThe following fields are now captured in the
{{Summary}} payload:CustomerEndpoint
Improved data captureThe following fields are now captured in the
{{Summary}} payload:{{serviceAgent.friendlyName}}{{contact.id.previous}}{{contact.queueName}}{{contact.events.enqueued}}
Improved Operata Headset controlsProvide the ability to toggle Operata Jabra headset controls.
- Fixed an issue where Jabra Call controls interfered with custom softphone call controls.
Improvements to EventStream data sent by OperataAdditional data now added to EventStream from Operata.
- Headset data added to the EventBridge summary stream.
- Heartbeat Assurance test results added to the EventBridge summary stream.
Call summary device data fixMinor bug resolution.
- Fixed a bug where “call summaries would occasionally include devices used in the previous call.”
WARN level log FilterTo reduce the volume of unused WARN level logs from CCP softphone’s sent to Operata, the Chrome Extension now filters out the following seven WARN log messages:
contact%Invalid country calling codeADVANCED_LOGWARNThe user has requested to not receive notifications.Failed to get agent data.Failed to fetch agent configuration data.
Capability ImprovementsThe latest version of the Operata Agent Collector brings with it a number of feature updates and improvements.
- New feature — A customer configurable note below the Agent Issue Report comment field, to provide guidance to agents on any content restrictions, for example ‘do not enter customer details’.
- Improved detection and configuration to better place the Operata widget.
- Added the latest phases of support for the Genesys Cloud softphone and Nice CXone Max softphone.
Chrome Extension improvementsThe latest version of the Operata Agent Collector brings with it a number of feature updates and improvements.
- Improved agent alerting with icons that highlight whether Network, PC performance or headset sharing issues have been detected.
- Embedded Jabra Headset call controls. Install the Jabra Integration chrome extension; actions on the headset are then captured in the softphone state.
- Enabled enhanced call analytics for the new Jabra Engage II range of headsets, with a new dedicated Playbook.
Chrome collector improvementsMinor bug issue resolution for Multiple agent events.
- Resolves an issue where multiple Agent Status records would be recorded when agents would be using multiple softphone’s in a single session.
Operata created message resolvedAmazon Connect ERROR ‘contact::destroyed created by the Operata Collector resolved.
- Non service impacting CCP ERROR ‘contact::destroyed caused by Operata Chrome extension has been resolved.
Amazon CCP soft-phone “Desk-phone” mode detectionTag calls answered by agents using Desk phone mode.
- Desk-phone mode support — Agents taking calls with their Amazon CCP soft-phone set in “Desk-phone” are now tagged in Operata as “Deskphone Mode”.
Restore CPU and Memory per second data collection
- Resolved the issue with CPU and memory failing to report min, max and average values correctly.
“Narrow mode” to support NiCE default soft-phone width
- Minor user interface improvements to Operata Messenger to support narrow soft-phone screens.
Chrome minor patch version now visible
- Agent Messenger now correctly reports the MINOR.BUILD.PATCH version in response to Chrome’s latest update that has reduced User Agent reporting.
Multiple Agent Messenger widgets visible
- Fixed a minor issue that displays multiple Operata Messenger panels for custom implementations that include multiple inactive softphone panels.
Agent Messenger UI improvements
- Resolved an issue where the Operata Agent Messenger widget would stretch too wide on larger soft-phone windows.
Agent Messenger UI improvements
- Fixed an issue where the Operata Messenger would reset it’s position on the screen whenever the browser window was resized.
Improved Canvas performance and Security
- Improved security and performance of the Canvas platform within the dashboard list views.
API data improvements
- Added a new endpoint for retrieving call summaries in the v2 structure.
- Moved
{{contact}}and{{serviceAgent}}fields higher for visibility. - Changed from using a criteria to GET Path Attributes.
Update Heartbeat call failed call workflow status
- Watchdog statuses have been condensed from “Busy”, “No Answer” and “Failed” into a single value — “Call Failed”.
Heartbeat triggers for “Call Failed” to be updated to support new SIP data
- Improved call logging data for Heartbeat tests. The Heartbeat details page now includes the reason for the telephony issue within a new section of the report, including any SIP-based errors.
Heartbeat triggers for “Agent Error” and “Call not accepted by Agent” to be trigger an event on
- Heartbeat now supports the ability to event and trigger alerts based on when agents are in error. This includes the following Heartbeat conditions:
- Agent Error, and
- Call Not Accepted by Agent.
Browser type identification
- Agent Messenger can now report more details on the agent web browser environment. This includes distinguishing between Edge and Chrome. Previously the Edge browser was reported as Chrome given it is forked from the same source code.
Heartbeat test improvements
- The Heartbeat details page now includes the reason for the telephony issue within a new section of the report, including any SIP-based errors.
- Watchdog statuses have been condensed from “Busy”, “No Answer” and “Failed” into a single value — “Call Failed”.
Heartbeat triggers for “Poor Call Quality”
- Heartbeat now supports the ability to event and trigger alerts based on successful Heartbeat calls that are of poor call quality. This includes the following call quality conditions:
- Poor Call quality outbound from Agent
- Poor Call quality inbound to Agent
- Poor Inbound call quality
- Poor Outbound call quality
Orchestrator Privacy Controls enhancement
- Contact Trace Records (CTR) collected by Operata may contain sensitive data or personally identifiable information (PII). In some circumstances, customers may be required to redact certain sensitive data before it is sent to Operata.
- A new content redaction configuration managed via the API supports either whitelisting or blacklisting data, allowing customers to ensure no sensitive PII data is captured by Operata in call logs.
Heartbeat improvement
- Heartbeat tests with Human Agents now support the restoring of their previous status after a Heartbeat test is run. This allows you to run Heartbeat tests with any agent in any status including offline, or a custom state.
SSO-compatible sign-in page
- Single sign-on to support enterprise identity providers, which has been a much requested feature.
Single sign-on (SSO)
- Access to the Operata platform now supports Single Sign On (SSO), with support for enterprise identity providers such as Okta.
Audio Device capture
- Audio input and output device types are now captured in the summary report.
- An agent status ‘InputDeviceChanged’ will also be sent every time a change occurs.
TimeZone
- Operata Canvas charts now display timestamps in the browser’s timezone.
- Orchestrator CloudFormation enhancements — Improve the configuration template to enable customer self deployment of the Orchestrator element.
- Operata BI tool — Phase 4 deployment (data ingestion) of the BI tool to be launched in late 2021 under the Diva release.
- Workflow trigger history — Add all workflow triggers to the event history tab.
- Operata BI tool — Phase 3 deployment (data replication) of the BI tool to be launched in late 2021 under the Diva release.
- Speech enabled Simulate — Enable speech prompt answer call treatments from the Operata Assurance performance testing application.
- API v2 — Migration of the billing API to API v2 providing far more concise details.
- Operata BI tool — Phase 2 deployment (user access rights) of the BI tool to be launched in late 2021 under the Diva release.
- Workflow trigger improvements — enhanced trigger events to more accurately notify when thresholds have been reached.
- Agent issue notification improvements — Improve the Operata tolerance of capturing issues where there are agent network problems (causing the issues).
- Operata BI tool — Initial deployment of the new Operata BI tool to be launched in late 2021 under the Diva release.
- API v2 — Migration of the call details API to API v2 providing far more concise, insightful information.
- Heartbeat feature toggle — Enable customer feature toggling for the Operata Heartbeat service.
- mTLS support — Enable data ingress support for Mutual TLS.
- Heartbeat UI and insights improvements — Improvements to both the UI and insights provided from the Heartbeat results.
- API v2 — Release of a consolidated summary endpoint that will replace the current API content.
- Allow multiple groups to whitelist the same origin — Support for third party softphone services such as Local Measure and Salesforce where the Agent access url is common across all customers.
- Dashboard updates — Updated version of the Operata Dashboard released, general performance enhancements.
- Media Path — Detect the active media candidate pair and provide the media interface IP address in the UI/API.
- User inactivity Logout — Force logout if user is inactive for 60 minutes.
- Minor UI bug issues — General improvements to the UI focussing on user provisioning.
- Agent Experience widget — Usability improvements. The UI will always pop to Agent Notification when flashing and to the Agent Issue reporting if not.
- API v2 — First phase of improving the data model exposed via the API and used by the dashboards.
- Teammate login updates and improvements — General improvements to the the workflow and pages presented to new Teammates as they move though the email validation and set-password process.
- Dashboards — Updates to the AGENT STATUS dashboard with new filters and three new tables to show agents with the most frequent MisssedCallAgent events, the most common Softphone Errors, as well as the agents with most of them.
- Agent Experience widget — new Config options for greater flexibility in where the Operata Extension for Chrome inserts the Agent Experience widget.
- Deeplinks for Dashboards — the URL for the dashboard views, now includes the specific group and filters — great for sharing Operata content.
- Dashboards — fix applied to the dropdown filters and callContactId filter added to the FIND OUT WHERE dashboard.
- EventBridge — backend changes to support AWS EventBridge integration, production release later in the quarter.
- Heartbeat — numerous bug fixes and improvements identified from early customer deployments.
- Cloud Collector — updated to address a capacity issue encountered on larger Connect deployments, all current users will be contacted to progress an update to this new version (CloudFormation template updated).
- 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.
- 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).
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.
- 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.
- 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.
- Outbound Packet Loss — Add outbound packet loss to the Operata Dashboard in response to a Customer request.
- 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.
- 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.
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. Help agents resolve issues in their control.
- Rapid Deployment Toolkit — No-code and low-code toolkit for flexible and rapid deployment of Operata.
- 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.
- 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 center, to raise issues, access documentation and even see this Change Log!
- Bug fixes and enhancements — numerous minor bug fixes and platform enhancements.
- Workflow Email enhancements — 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.
- Bug fixes and enhancements — numerous minor bug fixes and platform enhancements.
- Content Control — Added the capability for Customers to filter the data elements sent to Operata from within their AWS Environment (Conductor), with a code element that is accessible only by the Customer.
- POLQA v3 — The Operata platform now uses the latest POLQA version 3 which has been developed specifically for full band audio analysis which provides improved voice quality scoring for the OPUS codec used by Amazon Connect.
- Agent Status bug fixes — fixes to ContactId and CustomerBusy reporting.
- Jabra Headset performance statistics — productionise the integration of Jabra headset performance data into the Operata platform.
- Agent events collection — extend Operata JS collector application to capture agent events and error messages from the softphone (CCP).
- Agent status dashboard — Add ‘Agent Status’ dashboard to the main UI and API data set.
- Simulate compliance notification — AWS load test compliance notification when creating or running a campaign that exceeds defined thresholds.
- API access to Operata Data — Secure (API Secret) Access to Operata statistics using API.
- Conductor CloudFormation — Customer creation of Operata conductor using Cloudformation.
- Time Synchronization — Operata time synchronization to enable accurate event measurement.
- Additional call timestamp events from agent softphone — Detailed events from Agent softphone added to the call summary.
- Display timeline of events on a call — Graphical representation of Interaction events added to the ‘GET THE DETAILS’ Dashboard.
- Implement Operata collector for ServiceNow — Operata collector created to sit within a Connect softphone embedded into ServiceNow.
- Implement Operata collector for Salesforce — Operata collector created to sit within a Connect softphone embedded into Salesforce.
- Wizard Layout improvements — Added explainer text to the Wizard options in Simulate.
- Operata filters moved to local time-zone — Browser time-zone used to convert UTC to local time.
- Improved scalability and availability of agent CCP data collection into Operata.
- Conductor production release — Production release of the Operata AWS data aggregator (Conductor).
- RollingUpdate to prevent downtime — Change to method of delivering updates to remove any customer downtime.
- Ignore RTT and MOS measures for on-hold period — Connect introduces non-service impacting latency.
- Softphone white-listing — To improve security whitelist the origin(s) for use of the Operata softphone.
- Agent browser version detection — Collect and display the type and version of Agent Browser.
- Support for Amazon Connect Streams 1.4.7.
- Collect client-side logs/errors — To improve the support Operata provides for customer issues.
- Answer treatment CSV — Allow complex answer call treatment through csv upload.
- AWS Marketplace integration — Allow customers to subscribe to Operata from AWS Marketplace.
- Support for Amazon Connect Streams 1.4.6.
- Min call duration calculation — Automatically calculate the minimum call duration.
- Logging format to JSON — Expose the raw JSON details via the ‘GET THE DETAILS’ call records.
- Simulate Call Answer treatment ‘w’ abbreviation — Simplify answer call treatment.
- Email validation and welcome email — New Teammates to be sent an email validation email.
- Connect-rtc-js v1.1.6 — Support for the latest rtc js.
- NETWORK PERFORMANCE dashboard updates — Add average figures for all collected data types (MOS, RTT, Packet Loss and Jitter).
- ‘Forgot my password’ support on login page — Enable users to reset their own password from the main page.
- CSV exports — Ability to export softphone/network records from
Get the Detailsdashboard UI.
- Conductor prototype release — Prototype release of the Operata AWS data aggregator (Conductor) to expose the performance of interactions within Connect.
- Simulate ‘whitelist’ — Enable Admin users to limit the ‘To’ numbers used in Simulate Campaigns to ‘Whitelist numbers only’.
- NPM Package — Enable customers to use NPM on-line repository to pull the Operata collector into their Connect softphone browser.