"serviceAgent": {
      "machine": {
        "memory": {
          "utilisedPercentage": {
            "min": 97.61,
            "avg": 97.62,
            "max": 97.63
          },
          "availableGb": 64
        },
        "cpu": {
          "modelName": "Intel(R) Core(TM) i7-8700B CPU @ 3.20GHz",
          "idlePercentage": {
            "avg": 90.24
          },
          "utilisedPercentage": {
            "min": 5.72,
            "avg": 9.76,
            "max": 18.5
          }
        }
      },
      "browser": {
        "name": "Chrome",
        "version": "92.0.4515.107"
      },
      "interaction": {
        "onHoldDurationSec": 0,
        "totalDurationSec": 43,
        "onMuteDurationSec": 0,
        "talkingDurationSec": 43
      },
      "softphone": {
        "operataCollectorVersion": "1.0.25",
        "softphoneUrl": "https://indomitable.com/torvity/intravertebrally?a=tatusia&b=unabating#scientific",
        "connectStreamsVersion": "1.6.4",
        "operataChromeExtVersion": "1.3.18"
      },
      "username": "Albert",
      "network": {
        "internetGatewayIp": "33.222.36.179",
        "mediaIpAddress": "192.168.1.23",
        "availableInterfaces": [
          {
            "address": "192.168.1.23",
            "type": "lan"
          },
          {
            "address": "192.168.1.18",
            "type": "wlan"
          }
        ],
        "isp": "National ISP",
        "geolocation": {
          "country": "Australia",
          "city": "Point Cook",
          "region": "Victoria"
        },
       "serviceId": "ce1adf3c-1693-44e8-a278-e21429caf861"
      }

Field Name

Example Data

Description

memory

utilisedPercentage
availableGb

Agent machine memory utilisation and availability metrics

cpu

utilisedPercentage
idlePercentage

Agent machine CPU utilisation and availability metrics

browser

version: 92.0.4515.107

Browser tyep and version

interaction

onHoldDurationSec: 43

Collection of key interaction metrics after contact connection to agent

softphone

softphoneUrl: https://indomitable.com/torvity/intravertebrally

Softphone URL and version information

username

Albert

Agent username as configured in Contact Centre platform

network

InternetGatewayIp: 33.222.36.179

Collection of agent network information such as available interfaces and their types, IP addresses, and which interface handled media through the interaction.

isp

National ISP

Name of Internet Service Provider. NB: this is from the internet interface sending data to Operata.

geolocation

city: Point Cook

Geolocation of Internet Service Provider POP.

serviceId

ce1adf3c-1693-44e8-a278-e21429caf861

UUID of agent as configured on Contact Centre platform.