There is the option of supplementing Operata browser extension collected data with data from within the Amazon cloud - AWS integration.
Operata AWS integration uses AWS EventBridge pipes to securely push data to Operata with Privacy Controls to give customers control of the data elements sent.
There are significant benefits in enabling this Operata feature..
Coverage
Optimal Technical and Operational performance is only realised when browser collected data is captured from all agents, understanding gaps in this coverage is key to filling them.
AWS integration enables Cloud data comparison vs Browser extension data with the details shown in the Collection Coverage dashboard.
Amazon Connect Hierarchy groups (Agent Groups)
Amazon Connect agent configurations can include Hierarchy groups (called Agent Groups in Operata) to add business level details such as teams or locations.
AWS integration automatically enables Operata dashboard views to be filterable using any or all of these values.
Data Teams
Users accessing Operata often need to be restricted to see only the dashboards and metrics relevant to their role.
Data Teams enables role-specific visibility with Operata, with Hierarchy Group (Agent Group) and CTR attributes used to determine the data seen.
Only with AWS integration will Data Teams be available.
Customer Experience metrics
Understanding how customer calls originate, their treatment before being presented to agents and where calls are transferred to, is an important part of overall Customer Experience management.
AWS integration provides a more complete view of these details within the Customer Experience and Agent Interactions dashboards, specifically:
Call Queues - Queue, IVR and Connection durations.
Call Transfers - Internal and external transfer details, with a transfer map.
Call Initiation and disconnection - detail on how calls originated and were disconnected.
Repeat calls - Optional customer phone number capture needed to see the pattern of interactions over time, based on the calling number.
