The stages below detail these features with the information needed to progress approvals, delivery and user training.
Some of these may have already been enabled as part of any Operata trial
Foundation
Ensuring the basic Operata features are
1. Chrome & Edge browser extension deployment.
The foundation of Operata observability best deployed using a Group Policy.
Chrome Web Store - Operata Collector
MS Edge Add-ons - Operata Collector
Send user guide to agents on how to move and us Agent Copilot - our version here
For VDI customers the Operata collector may need to be deployed in more than one location.
2. URL whitelisting
To access the Operata platform and ensure data is received specific urls need to be internet accessible.
3. CCaaS integration.
Enablement takes minutes, approvals sometimes longer (we will help here), but there are tangible benefits in bringing more CCaaS data into Operata.
See Operata for other CCaaS integration benefits and deployment details
4. Operata user guides and support
Questions
Ensure Operata service issue reporting processes is understood (In-App or https://operata.com/support)
A good stage for Operata hosted sessions with IT teams to build depth of knowledge in using Operata.
Stage 2
5. Non-production environment creation (DEV/SIT/UAT).
Creating non-production Operata environments will enable testing of more integrated features.
6. VPN Bypass URL
Capture details of the underlying networks, agents use to connect the the VPN by making a simple change to the VPN client (add a bypass url).
7. Agent Readiness Test (additional cost).
Configure an Agent Test After Contact Work (ACW) state to let agents test their environment before your customers do (we have commercial bundles for its use)
8. SSO
Simplify access to the Operata platform as the number of users (Teammates) grows.
9. Amazon Contact Lens integration
Enablement takes minutes, approvals sometimes longer (Operata does not capture the call recordings or transcripts), this enables the Conversational Analytics dashboard.
A good stage to have Operata hosted sessions with Service Owner and Business Operations teams to broaden the use of Operata.
10. Workflows
Automate actions using workflows, including Operata Agent Reported Issues creating tickets in your ITSM platform (ServiceNow etc).
11. EventBridge / API
Use Operata data in other systems by pushing data from Operata (EventBridge) or pulling data using our API.
Stage 3
The grand finale, useful features for specific use cases.
12. Simulate (additional cost).
Generate calls at scale to assure the performance of your environment before your customers do.
13. Jabra Headset integration.
Integration between Jabra Headsets and Operata Browser extension
13. Operata availability.
Configure Operata service availability feed (RSS/Email) from -https://trust.operata.com/