User Guides

How to use the Operata Platform.

23 articles in this collection
Written by Romilly Blackburn and Andy Scott

Controlling CTR Data sent to Operata

Contact Trace Records collected by Operata Conductor can contain sensitive/PII data, here's how to limit what is sent to Operata.

Written by Andy Scott
Updated over a week ago

Overview Videos

The Operata 'Why' in < 90 seconds

Watch this video for a quick summary of Operata

Written by Romilly Blackburn
Updated over a week ago

Operata Product Overview in < 3 minutes

Here's a great way to get an overview of Operata and how we help businesses.

Written by Romilly Blackburn
Updated over a week ago

Quick Start

Quick Start Guide

You have just set your password, what next?

Written by Andy Scott
Updated over a week ago

Operata Platform - Navigation

Learn the basics of navigating the Operata Platform... we hope you like using it!

Written by Andy Scott
Updated over a week ago

Dashboards

Dashboards

What the dashboards reveal

Written by Andy Scott
Updated over a week ago

Amazon Connect - Call timeline

Analyze the timeline of events within the contact flow, media connection to the agent and call events

Written by Andy Scott
Updated over a week ago

Amazon Connect - Headset type and change

Operata now collects detail on the type of headset used by Amazon Connect Agents, and flags when the device changes, even mid-call.

Written by Andy Scott
Updated over a week ago

Amazon Connect - Agent Status

Operata collects agent events and softphone errors to provide valuable insights into what's happening at an agent level

Written by Andy Scott
Updated over a week ago

Advanced Filters

Here are some great examples of how use the Edit as Query DSL feature to filter the dashboards to your specific requirements.

Written by Andy Scott
Updated over a week ago

Jabra

Jabra Stats

Audio performance, Audio exposure and Headset asset details.

Written by Andy Scott
Updated over a week ago

Workflow

Amazon Connect - Workflow

Written by Andy Scott
Updated over a week ago

Simulate

Simulate User Guide

What the Simulate module is and how to use it..

Written by Andy Scott
Updated over a week ago

Creating Campaigns

Configure what you want to happen...

Written by Andy Scott
Updated over a week ago

Amazon Connect - Simulate Campaign Approval

When and how to gain approval from AWS for a large Simulate Load Test

Written by Andy Scott
Updated over a week ago

Running Campaigns

How to run Campaigns..

Written by Andy Scott
Updated over a week ago

Simulate Results

Understanding the Results..

Written by Andy Scott
Updated over a week ago

History

Amazon Connect - History

Actions triggered in Workflow, Call Stats logs, CCP Logs and Audit Logs

Written by Andy Scott
Updated over a week ago

API

Operata API

The Operata Platform API provides access to all key data collected by Operata, in different levels of granularity.

Written by Andy Scott
Updated over a week ago

Heartbeat

Heartbeat

How to use the Heartbeat feature

Written by Andy Scott
Updated over a week ago

Creating and running a Heartbeat Test

How to create, run/schedule and see the status of Heartbeat tests

Written by Andy Scott
Updated over a week ago

Heartbeat Test Results

What do the results mean?

Written by Andy Scott
Updated over a week ago

Operata Experience Score

How Operata calculates the Experience Score.

Written by Andy Scott
Updated over a week ago