To deliver the key features offered by Operata, data is collected from two distinct sources:
- Customer AWS environment (Cloud Collector) using a Lambda function or containers provided by Operata.
- Agent’s Chrome Browser (Agent Experience Collector) using the official Operata Chrome Extension or SDK.
The type of data that is collected by Operata can be divided into two categories:
Data pertaining to the end-to-end calling party (customer) journey through the Amazon Connect contact flow, and their interactions with bots & agents.
Typically this is IVR (contact flow) logs as well as call detail (contact trace) records.
Data pertaining to the agent network & operating environment making up the Agent Experience (AX). Typically, this includes softphone, network, system & headset logs as well as end-user reported issues.
Updated 5 months ago