Overview
Operata works with any headset recognised as an audio input/output device by your operating system and browser. However, some headset types perform better than others for contact centre use.
USB headsets (recommended)
USB headsets are the most reliable option. They provide a dedicated audio interface isolated from the system's main audio output, which reduces interference and improves audio quality metrics in Operata.
3.5mm jack headsets
Headsets with a 3.5mm audio jack are supported and will work with Amazon Connect CCP and Operata. However:
Audio quality metrics may be less precise because the audio path shares the system's built-in sound card.
If the workstation has separate 3.5mm ports for headphone output and microphone input, ensure both are connected — using only the headphone port without the microphone jack means Operata won't capture audio input levels.
Combined 4-pole (TRRS) 3.5mm jacks (headphone + mic in one plug) are supported on compatible laptops and adapters.
Bluetooth headsets
Bluetooth headsets are generally not recommended for contact centre use. Bluetooth audio can introduce latency and codec quality loss that degrades call audio and affects MOS scores. If Bluetooth must be used, ensure the headset supports aptX or a similar high-quality audio codec.
Jabra headsets
Operata has native integration with Jabra headsets. When a Jabra device is detected, Operata can capture additional metrics including headset audio levels and device-reported quality signals. See the Jabra quick start article for setup instructions.
Checking audio device selection in the CCP
Open the CCP and click the settings gear icon.
Under Audio, select the correct microphone and speaker devices.
Run a test call to confirm audio is working as expected.