Operata Workflows automate actions when MOS levels or network conditions have met a defined threshold, when a Heartbeat test finds an issue, you can even send an event when Agents report an issue.

Send an email, push a WebHook or even send a Slack message natively, whenever the threshold you have configured is reached or event happens.

Workflow status

The first page lists the Workflows that have been created and gives options to change their STATUS to  on/off, Delete or Edit them

Creating Workflows

Selecting the +CREATE WORKFLOW starts the Workflow creation wizard.

1. Workflow Application

The first option is to choose what application will trigger the Workflow.

  • The Amazon Connect option takes events from the data network performance or the call MOS score.

  • The Jabra option takes Jabra headsets performance statistics (where enabled)

Selecting Amazon Connect and NEXT gives options on what event to trigger on.

2. Workflow Triggers

Choose what you want to trigger an event:

  • MOS score

  • Packet Loss

  • Jitter

  • RTT (Latency)

  • If you have Agent Issue notification enabled, you can trigger events when agents report issues (see below for details)

  • If you have Heartbeat enabled then you can trigger events if the tests find issues (see below for details)

  • If you have EventBridge enabled then select Contact Ended to send data at the end of a call (see below for details)

then next to choose the Action

3. Workflow actions

This screen defines the action to take..

  • Send Email does just that (see below for more details on the content of the email you can send.

  • Invoke WebHook is used to event into a third party application, Operata uses uses basic authentication in Headers to secure WebHook messages.

4. Configure

Now configure the Workflow thresholds and events that will trigger the Workflow

Send Email

When you select Send Email as a notification a standard templated email is sent.

Simply set the threshold to generate the email and the email address.

The email sent contains summary details of the call that triggered the email event, with the Call ContactID to use within Operata to discover more.

Invoke WebHook

This screen lets you set the level at which the event will trigger, the WebHook URL, Method, Headers and Body.

Note: enter {{.Records}} into the Body to see all the details for the call that triggered the event.


Add the details to match where the WebHook event will be sent.

Agent Reported Issue

Three elements are needed to configure an Agent Reported issue workflow:

Note: The exact spelling and capitalisation is needed

Severity

  • Terrible

  • Difficult

  • Minor

Cause

  • Softphone would not work

  • Poor sound quality

  • Delay in the conversation

  • Call disconnected

  • Customer could not hear me

  • Could not hear the customer

  • Missed call, the Softphone did not ring

  • Something else

Scenario

Use this is you have instructed agents to 'Include an additional comment' specifically designed to create a ticket.

Email Address or WebHook details also need to be entered.

Note: enter {{.Records}} into the Body to see all the details for the call that triggered the event.

Heartbeat Telephony

Three elements are needed to configure an Agent Reported issue workflow:

Status

  • Busy

  • No Answer

  • Failed

Email Address or WebHook details also need to be entered.

Note: enter {{.Records}} into the Body to see all the details for the call that triggered the event.

EventBridge

Details of how to configure and use EventBridge are here.

5. Saving the workflow

Finally update the Workflow Name and Tag - then NEXT to move forward.

Your new Workflow appears in the Workflow List.

The example Workflow will send a WebHook whenever a call has an average MOS of less than 3.5.

Event History

Selecting History then WORKFLOW ACTIONS brings up the list of workflow events that have been triggered.


Did this answer your question?