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Operata Workflows automate actions when MOS levels or network conditions have met a defined threshold, when a Heartbeat test finds an issue, when a call ends or even when Agents report an issue. Send an email, push a WebHook, data to EventBridge data (including CCP logs) or even send a Slack message natively, whenever the threshold you have configured is reached or event happens.

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Workflow status

The first page lists the Workflows that have been created and gives options to change their STATUS to  on/off, Delete or Edit them

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Creating Workflows

Selecting the +CREATE WORKFLOW starts the Workflow creation wizard.

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1. Workflow Application

The first option is to choose what application will trigger the Workflow.
  • The CCaaS Platform option takes events from the data network performance elements, the overall network performance MOS score, Agent Reported Issue or Heartbeat assurance test result.
  • If you have EventBridge enabled then select Contact Ended to send data at the end of a call (where enabled)
  • The Jabra option takes Jabra headsets performance statistics (where enabled)
Selecting CCaaS Platform and NEXT gives options on what event to trigger on.

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2. Workflow Triggers

Choose what you want to trigger an event:
  • MOS score
  • Packet Loss
  • Jitter
  • RTT (Latency)
  • If you have Agent Issue notification enabled, you can trigger events when agents report issues (see below for details)
  • If you have Heartbeat enabled then you can trigger events if the tests find issues (see below for details)
  • If you have EventBridge enabled then select Contact Ended to send data at the end of a call (see below for details)
  • If you have EventBridge enabled then select Agent Readiness Test to send test data at the end of the call.
  • If you have EventBridge enabled then select CCP Logs to send all collected CCP log data as it is collected by Operata.
then next to choose the Action

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3. Workflow actions

This screen defines the action to take in the context of the Trigger selected.
  • Send Email: does just that (see below for more details on the content of the email you can send.
  • Invoke WebHook: used to event into a third party application, Operata uses uses basic authentication in Headers to secure WebHook messages.
  • Agent Notification: Sends an alert to Agent Copilot (not currently used)
  • Operata Test: Launches the Agent Test sequence (not currently used)
  • Slack: notifies to a nominated Slack channel
  • Agent Alert: Sends an alert to Agent Copilot
  • App Specific: (not currently used)
  • Amazon EventBridge: Send data to the EventBridge that has been created.

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    4. Configure

Now configure the Workflow thresholds and events that will trigger the Workflow

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Send Email

When you select Send Email as a notification a standard templated email is sent. Simply set the threshold to generate the email and the email address. The email sent contains summary details of the call that triggered the email event, with the Call ContactID to use within Operata to discover more.

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Invoke WebHook

This screen lets you set the level at which the event will trigger, the WebHook URL, Method, Headers and Body. Note: enter #{{.Records}} into the Body to see all the details for the call that triggered the event. Add the details to match where the WebHook event will be sent.

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Slack Notification

When you select the Slack option, you will be prompted the enter the URL of your Slack workspace and channel.

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Agent Reported Issue

Three elements can be configured to trigger an Agent Reported issue workflow:
  1. Category (this is optional, leave blank and any Cause will trigger the workflow)
  • Softphone would not work
  • Poor sound quality
  • Delay in the conversation
  • Call disconnected
  • Customer could not hear me
  • Could not hear the customer
  • Missed call, the Softphone did not ring
  • Something else
2. Severity (this is mandatory)
  • Terrible
  • Difficult
  • Minor
3. Agent Comments (this is optional, leave blank and any Scenario will trigger the workflow) Use this if you have instructed agents to ‘Include an additional comment’ specifically designed to create a ticket. Email Address or WebHook details also need to be entered. Note: for WebHook notifications enter #{{.Records}} into the Body to see all the details for the call that triggered the event.

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Heartbeat Telephony

Three elements are needed to configure an Agent Reported issue workflow: Status
  • Agent Error - The target agent for the Heartbeat could not be found.
  • Call Failed - The Virtual Customer call failed to be answered.
  • Call Not Accepted by Agent - The Heartbeat test call could not be answered by the agent.
  • Poor Call Quality - the Heartbeat test call was successful, but was of poor quality
Email Address or WebHook details also need to be entered. Note: enter #{{.Records}} into the Body to see all the details for the call that triggered the event.

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EventBridge

Details of how to configure and use EventBridge are here. EventBridge Events from Operata Workflows can push events to the configured EventBridge service:
  • When a Contact ends.
  • When a Heartbeat test is completed.
  • When CCP logs are captured.
Typical Heartbeat test payload to EventBridge

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5. Saving the workflow

Finally update the Workflow Name and Tag - then NEXT to move forward. Your new Workflow appears in the Workflow List. The example Workflow will send a WebHook whenever a call has an average MOS of less than 3.5.

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Event History

Selecting History then WORKFLOW ACTIONS brings up the list of workflow events that have been triggered. ​