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Route the Operata lookup endpoint outside your VPN tunnel so Operata records each agent’s true ISP and network location — not the VPN provider’s exit address.

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Before you start

  • An Operata account with Admin role.
  • Agent Experience Collector installed on each agent endpoint.
  • Admin access to your VPN client configuration — Zscaler, Cisco AnyConnect, Palo Alto GlobalProtect, or equivalent — and the authority to add a split-tunnelling rule.

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Why VPN routing hides agent location

When agents work behind a VPN, all traffic flows through the VPN provider’s exit. To Operata, every agent looks like the VPN provider — the same IP, the same ISP, the same geolocation. ISP-specific connectivity issues become invisible. Operata exposes a single lookup endpoint that returns the requesting device’s true public IP. The Agent Experience Collector calls this endpoint at the start of each session. If your VPN routes that endpoint through the tunnel, the response carries the VPN exit IP instead of the agent’s true network identity.

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Steps

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1. Add a split-tunnelling rule

In your VPN client’s split-tunnelling configuration, route the host agent-service.operata.io — specifically https://agent-service.operata.io/lookup — through the local network instead of the VPN tunnel. The host serves only the lookup endpoint and returns no business data.

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2. Roll out the rule to agent endpoints

Push the updated VPN policy to every agent endpoint through your existing device-management tooling. The change takes effect on the next VPN session.

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3. Place a test contact

Have an agent reconnect the VPN, open the contact center softphone, and place a test contact end to end.

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Verify

Visit https://agent-service.operata.io/lookup directly in a browser on the agent endpoint while the VPN is connected. The response returns the agent’s local public IP, not the VPN provider’s exit address. In the Operata console, open the test contact and check Network Details. The AgentIP field shows the local public IP and the AgentISP field shows the agent’s actual ISP, not the VPN provider.
The lookup endpoint returns only the requesting device’s IP. No business data, customer data, or call metadata passes through it.