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The data captured in Operata for MissedCallAgent events varies where not all agents have the Operata Browser collector installed, the details below show the data captured in each of the four possible scenarios - with and without AWS integration that adds CTR record details.

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1. Call to Agent 1 (MissedCallAgent) answered by Agent 2

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Both agents have the Browser Collector

  • Browser data: Agent 2 has the answered call details as expected.
  • Browser and CTR data: Summary call record details both the agent who missed the call (Agent 1) and answered the call (Agent 2).
    • Missed Call ID not found against MissedCallAgent for Agent 1 in Agent Interactions dashboard.

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2. Call to Agent 1 (MissedCallAgent) answered by Agent 2

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Only Agent 1 has the Browser Collector

  • Browser data: Agent 1 has a zero length answered call - this is misleading.
    • The Call Summary record has the correct details.
  • Browser and CTR data: Summary call record is corrected with details of both the agent who missed the call (Agent 1) and answered the call (Agent 2).

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3. Call to Agent 1 (MissedCallAgent) answered by Agent 2

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Only Agent 2 has the Browser Collector

  • Browser data: Agent 2 has the answered call details as expected.
  • Browser and CTR data: Summary call record has no details on the agent who missed and answered the call - this is misleading.

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4. Call to Agent 1 (MissedCallAgent) answered by Agent 2

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Neither Agent has the Browser Collector

  • Browser data: None collected
  • Browser and CTR data: Summary call record has no details on the agent who missed and answered the call.