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The stages below detail these features with the information needed to progress approvals, delivery, and user training. Some of these may have already been enabled as part of your Operata trial. Steps that depend on your contact center platform live on their own pages — see Platform-specific enablement.

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Foundation

Ensuring the basic Operata features are in place.

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1. Chrome and Edge browser extension deployment

The foundation of Operata observability, best deployed using a Group Policy. Send agents a user guide on how to move to and use Tenor for human agents — our version here. For VDI customers, the Operata Collector may need to be deployed in more than one location.

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2. URL allowlisting

To access the Operata platform and ensure data is received, specific URLs need to be internet accessible.

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3. CCaaS integration

Enablement takes minutes. Approvals sometimes take longer — we’ll help here — but there are tangible benefits in bringing more contact center as a service (CCaaS) data into Operata. Follow the enablement page for your platform:

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4. Operata user guides and support

A good stage for Operata-hosted sessions with IT teams, to build depth of knowledge in using Operata.

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Stage 2

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5. Non-production environment creation (DEV/SIT/UAT)

Creating non-production Operata environments lets you test more integrated features.

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6. VPN bypass URL

Capture details of the underlying networks agents use to connect to the VPN, by making a simple change to the VPN client — add a bypass URL.

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7. Agent readiness test (additional cost)

Configure an Agent Test After Contact Work (ACW) state to let agents test their environment before your customers do. We have commercial bundles for its use.

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8. SSO

Simplify access to the Operata platform as the number of users (Teammates) grows.
A good stage to have Operata-hosted sessions with Service Owner and Business Operations teams, to broaden the use of Operata.

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9. Workflows

Automate actions using workflows, including Operata agent-reported issues creating tickets in your ITSM platform such as ServiceNow.

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10. API

Use Operata data in other systems by pulling data with our API.

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Stage 3

The grand finale — useful features for specific use cases.

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11. Simulate (additional cost)

Generate calls at scale to assure the performance of your environment before your customers do.

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12. Jabra headset integration

Integration between Jabra headsets and the Operata browser extension.

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13. Operata availability

Configure the Operata service availability feed (RSS or email) from https://trust.operata.com/.

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Platform-specific enablement

Each platform has its own integration steps, approvals, and optional features. Work through the page for the platform you run:

Amazon Connect

CTR collection, conversational analytics, EventBridge, and Heartbeat.

Genesys Cloud

OAuth client, EventBridge source, and redaction policy.

NICE CXOne

Tenant connection and Agent Collector tagging.