Event Catalog
Supported Operata Events for Amazon EventBridge
The details below are example EventBridge payloads.
Variable delivery delaysPlease note, delivery of events post-call range from 30 seconds to 5 minutes depending on a range of conditions.
Call Summary Events
The following JSON payload is delivered to the customer EventBridge bus after call completion.
{
"version": "0",
"id": "530848f3-1111-2222-3333-b33ba70c19f0",
"detail-type": "CallSummary",
"source": "aws.partner/operata.com/a28453f9-1111-2222-3333-84d9e67ac297/andyEventBus",
"account": "083560837128",
"time": "2023-06-01T05:00:13Z",
"region": "ap-southeast-2",
"resources": [],
"detail": {
"accountProperties": {
"operataGroupName": "Operata Demo",
"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
},
"utilizedPercentage": {
"min": 28.53,
"max": 31.84,
"avg": 30.11
}
},
"memory": {
"availableGb": 16,
"utilizedPercentage": {
"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://operata-prod.awsapps.com/connect/ccp-v2/softphone#ac7a6a89-43ff-4dce-8aa2-1e659475d24e",
"softphoneContextUrl": "https://operata-prod.awsapps.com/connect/ccp-v2/softphone#ac7a6a89-43ff-4dce-8aa2-1e659475d24e"
},
"interaction": {
"totalDurationSec": 14,
"onHoldDurationSec": 0,
"talkingDurationSec": 14,
"onMuteDurationSec": 0
},
"friendlyName": "Andy"
},
"billing": {
"durationRoundedMin": 1
},
"timestamp": "2023-06-01T05:00:11.871Z"
}
Insights Summary
The following JSON payload is delivered to the customer EventBridge bus when we have established an insight for the call.
{
"version": "0",
"id": "e063ddf9-ac05-08ee-138c-7105a7d3c04b",
"detail-type": "InsightsSummary",
"source": "aws.partner/operata.com/a28453f9-c9d3-4c48-a7cd-84d9e67ac297/andyEventBus",
"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
The following JSON payload is delivered to the customer EventBridge bus when an agent reports an issue.
{
"version": "0",
"id": "2549e62b-aaaa-bbbb-ccc-3bc2dfae7676",
"detail-type": "AgentReportedIssue",
"source": "aws.partner/operata.com/a28453f9-3333-4444-555d-84d9e67ac297/andyEventBus",
"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
The following JSON payload is delivered to the customer EventBridge bus when the Group has headset stats collection enabled.
{
"version": "0",
"id": "0ee84093-239d-b992-cb79-495a41952f30",
"detail-type": "HeadsetSummary",
"source": "aws.partner/operata.com/a28453f9-c9d3-4c48-a7cd-84d9e67ac297/andyEventBus",
"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 event
The following JSON payload is delivered to the customer EventBridge bus when a Heartbeat test triggers a workflow.
[
{
"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"
}
]Updated 6 months ago