The data Operata collects and correlates can be accessed using the Operata API using a Simple API ‘GET’ request to using Basic Auth.

  • The username is the Group ID.

  • Password is the API token generated in the Settings/Config section of Operata.

All API requests can pull details for a specific time period by adding ?criteria={xxxxx}




Here's a link to the Operata Docs site with all the detail on how to access and use the API.

Various levels of detail can be extracted, here's how.

Contact Summary

  • High-Level detail found in the ‘GET THE DETAILS’ dashboard

Complete Contact Record{callContactId}

  • Contact Flow Summary (UTC) - set attributes, queue, etc

  • Softphone Summary - Agent, location, network, browser, custom attributes, network performance measures, etc

  • Contact Trace Summary - Connected, on hold, etc

  • Softphone Events - Incoming, connected - to end

Detailed Contact Stats{callContactId}/details

  • Per Second network and MOS performance data

CCP logs

  • CCP logs were collected.


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