AWS Services

Operata data collection takes place both at the Agent (Agent Experience Collector) and within the customers AWS environment (Cloud Collector)

Agent Experience Collector

There are two options to deploy the Agent Experience Collector:

1. Install the Operata Collector for Chrome (Recommended)

This Chrome extension simply needs to be installed on the Agents workstation, no additional AWS services are used with no additional costs.

2. Embed the Agent Experience Collector Javascript (Not all Agent features will be enabled)

If a customer already has a custom CCP then no additional AWS services are needed (the Operata Agent Experience Javascript can be added to it).

Where customers are using the generic CCP hosted by AWS, then a custom version will need to be hosted, which needs the following new elements:

AWS Route 53 (new CCP URL to serve Custom CCP)

  • US$ 0.50 per month (per unique URL)

AWS CloudFront (to serve Custom CCP)

  • Monthly Regional Data Transfer Out to Internet (per GB) first 10Tb - US$0.114 (CCP and Streams pulls @1.3Mb whenever launched)

  • US$0.0125 per 10,000 HTTPS requests.

AWS S3 (to store the Custom CCP client)

  • First 50 TB per month -US $0.025 per GB (CCP and Steams are @1.3Mb)

Cloud Collector (Conductor)

Operata Cloud Collector (Conductor) consumes two customer paid for AWS Services:

AWS Lambda

Lambda charges are based on the number of requests and their duration (the time it takes the Cloud Collector code to execute).

The Operata Lambda function will execute twice per call (once for the Contact Flow Log and once for the Contact Trace Record) and can handle multiple concurrent requests within the same 1ms duration, Lambda costs are listed below:

  • AWS Lambda has a fixed price of US$0.20 per 1 million requests

  • AWS Lambda has a duration cost of $0.0000000021 per 1ms (based on the 128 Mb Memory allocated by Operata)

  • For 1 million calls Lambda costs will be approximately US$3

AWS Kinesis

To allow CFL and CTR records to be used by more than just Operata, we recommend that an AWS Kinesis stream is deployed, Kinesis costs are listed below:

  • At 10 call records per second with a record size of 10kb (Operata record size is lower) costs are approximately US$14 per Month.

Note: Assumes one shard is sufficient for peak events (ingest capacity of 1MB/sec or 1000 records/sec)

Pricing assumptions:

Costs assume non discounted pricing from AWS.

All pricing based on Asia Pacific (Sydney) AWS region.

Cloud Collector (Orchestrator)

Operata Cloud Collector (Orchestrator) consumes several customer paid for AWS Services:

  • Amazon Elastic Container Service (ECS) running Amazon Fargate.

  • VPC (if the decision is taken not use an existing VPN)

  • IAM policies.

  • Kinesis Stream (if not already configured as part of Amazon Connect).

  • Lambda Function for use in Amazon Connect Contact Flow.

  • AWS Secrets Manager

Contact Operata to work with the team to estimate these charges.

Customer data network

Agent softphone and PC performance data is collected then securely sent over the network and/or internet connection to the Operata platform, but what is the overhead?

  • Operata sends @430 Bytes of data every 30 seconds per agent, so for example 3,000 concurrent agents will use less than 50Kbps of data network.

If CCP log collection is enabled then Operata collects them every 60-seconds, data network consumption will depend on the number of error logs generated and the level of logging selected (Trace creates the most logs, Critical the least - Log level is recommended)

PC Capacity

PC Performance impacts

There is a small overhead while pulling and loading the Operata JS libraries.

In the main we are collecting data that is already created, with the MOS calculation being the exception.

Operata JS client install and data forwarding will drive a small increase in PC usage.

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