FAQ

Commonly asked questions, hints and tips to fix issues and get the most from Operata

27 articles in this collection
Written by John Mitchem, Andy Scott, and Gary Tuohy

What is MOS?

What is MOS and how is it calculated?

Written by Andy Scott
Updated over a week ago

FailedConnectAgent and FailedConnectCustomer

Operata captures both these Agent states, but what do they mean?

Written by Andy Scott
Updated over a week ago

Amazon Connect CCP and Proxy's

This article explains the relationship between Amazon Connect CCP and proxy services and offers guidelines to avoid common issues.

Written by Andy Scott
Updated over a week ago

How does Operata find the ISP

Operata collects the WAN IP address and uses this to find the ISP and location, but how?

Written by Andy Scott
Updated over a week ago

Amazon Connect - Where does Operata collect data?

Operata collects data from both the Agent and from within the Cloud Contact Centre, the table below summarises what is collected from where.

Written by Andy Scott
Updated over a week ago

https://app.operata.io/ encryption

Access to the Operata platform uses HTTPS, here's more details on the specific parameters and cipher suites used.

Written by Andy Scott
Updated over a week ago

Desk phone mode

Operata now reports on agents using Desk phone mode..

Written by Gary Tuohy
Updated over a week ago

Unknown network type

Why do some network types show as unknown?

Written by Andy Scott
Updated over a week ago

Common Questions

Amazon Connect - Agent headset and workstation requirements for CCP

Here's a handy link to the AWS document on the recommended Headset and Workstation requirement.

Written by Andy Scott
Updated over a week ago

What data network capacity is used to collect data and send CCP logs from the Agent to Operata?

With the Chrome Extension is installed and Log collection enabled, Operata passes data and CCP logs to Operata, but how much data is passed?

Written by Andy Scott
Updated over a week ago

How do I create, view, change and revoke API Tokens?

How to create, view, change and revoke API Tokens.

Written by Andy Scott
Updated over a week ago

Amazon Connect - How can I report Agent interaction and hold Time?

Operata charges for Amazon Connect are based on the minutes of Agent interaction and hold time, here's how to find this detail.

Written by Andy Scott
Updated over a week ago

Amazon Connect - what do softphone errors mean?

The AGENT STATUS dashboard sometimes reports softphone errors and Agent State issues, but what to they mean?

Written by Andy Scott
Updated over a week ago

Why is MOS sometimes 0?

The GET THE DETAILS dashboard may show calls with a MOS of 0, here's some possible reasons why?

Written by Andy Scott
Updated over a week ago

IP address details.

Operata collects several IP addresses, what do they show?

Written by Andy Scott
Updated over a week ago

Teammate Roles

What feature access is provided at different Roles within Operata

Written by Andy Scott
Updated over a week ago

Amazon Connect - Services used by Operata for monitoring

What customer managed AWS services, Network and PC capacity are needed by Operata and what are the estimated costs?

Written by Andy Scott
Updated over a week ago

Amazon Connect - How do I find the Instance ARN?

Find it in two easy steps

Written by John Mitchem
Updated over a week ago

What browsers do Operata support?

Let's get you up and running

Written by John Mitchem
Updated over a week ago

How do I find my Operata Group ID?

We're here to help

Written by John Mitchem
Updated over a week ago

Get Operata working

Amazon Connect - Manual install of the Operata Chrome extension into an MS Edge Browser.

As the MS Edge browser is Chromium based, the Operata Chrome extension functions.

Written by Andy Scott
Updated over a week ago

Operata Accelerate - Activation

A little more detail on the Accelerate activation - welcome aboard.

Written by Andy Scott
Updated over a week ago

Finding your Connect CCP URL?

How to find your Amazon Connect CCP Access URL

Written by John Mitchem
Updated over a week ago

Which URLs will I need to allow so I can use Operata?

What you need to allow Operata on your network

Written by John Mitchem
Updated over a week ago

How do I allow Operata to integrate with my Amazon Connect instance?

It's a simple change to make

Written by Andy Scott
Updated over a week ago

Amazon Connect - Operata JS library integration

Integrating Operata Agent Experience Collector SDK with your Amazon Connect softphone (CCP)

Written by John Mitchem
Updated over a week ago

Amazon Connect - Get Operata agent data collection working.

Data collection not working? This guide will show you why.

Written by Andy Scott
Updated over a week ago