Main Page

This is what appears when you login to the Operata Platform:

Expand and collapse the Menu Bar

Select the Operata icon to expand and collapse the Menu Bar.

Using the Time Range filter

By default, Operata shows data for the last 15 minutes.

Click on 'Last 15 Minutes' to change the Time Range for the displayed information.

Note: Switch Auto Refresh to OFF to freeze the data displayed (don't worry, it's still collected in the background).

Select either QUICK or ABSOLUTE if you want to see data for a specific time period.

Expert filters

Many of the pages have filters to select the most common parameters.

You can also create more complex, multi-parameter filters by selecting the +add filter icon highlighted below.

Once selected, choose between Field, Operator and Value to refine the filter, adding multiple filters if necessary

Note: the filter Value drop-downs reveal a handful of possible options, that may well not be the value you need, simply enter the value you want where prompted.

Note: the x.keyword values are case sensitive, so be careful when entering Agent ID's.

When finished select Save.

Details of the filter are shown and the page will update..
Select the x to remove the filters.

Advanced Filters

For the programmers using this tool - there is the Edit as Query DSL option, here you can create more complex queries - find out here..

Switching Groups 

If you are a Teammate in more than one Operata Group, you can toggle between them using the Switch Group function.

Select Switch Group, then use the dropdown to select the Group you want and finally select SWITCH GROUP to make the change.

Settings

The Settings section at the bottom of the Menu bar reveals Configs and Teammate options.

Configs

The Configs section has several subsections that depend on the services provided to Customers:

Softphone

These determine how Operata integrates with the softphone and its user interface.

  • Amazon Connect CCP

    • Your Amazon Connect CCP Access URL, the correct format should be https://[instance name].awsapps.com/connect/ccp or https://[instance name].connect.aws/ccp

  • Media Handled by Custom Softphone?

    • If the media is handled by the default Amazon Connect CCP, leave this as disabled.

    Note: Setting this incorrectly can cause audio quality issues.

  • Load Agent Messenger in Native Amazon softphone?

    • Disable this if the Amazon CCP is hosted inside another page/Iframe.

  • Approved Origins

    • The Amazon Connect CCP and the domain URL used by agents to access the softphone need to be listed.

  • Whitelisted pages for Messenger

    • The page URL for the specific location of Agent Messenger.

  • Connect RTC Version

    • Feature not used currently.

  • Connect Streams

    • Feature not used currently.

  • Load Agent Messenger?

    • Selecting displays the Agent Messenger to all the agents in the Group.

  • CCP Log Collection

    • Enable CCP log collection on a specific log level.

  • SSO Login URL

    • Feature not used currently.

  • Headset stats collection?

    • Select to enable stats collection from Jabra headsets.

  • Jabra Browser Integration lib version

    • Feature not used currently.

  • Agent Alert Threshold - Network Performance (MOS)

    • Set the Agent Alert Threshold based on Network Performance (MOS).

      • Defaults: Low Threshold is less than 3.5 for more than 10 seconds.

      • Defaults: Very Low Threshold is less than 2 for more than 10 seconds.

  • Agent Alert Threshold - Microphone Not Shared

    • Alert the Agent if the microphone is not shared.

  • Agent Alert Threshold - Poor Computer Performance (%)

    • Agent Alert Threshold - Poor Computer Performance (%).

      • Defaults: Low Threshold is more than 80% used for more than 30 seconds.

      • Defaults: Very Low Threshold is more than 90% used for more than 30 seconds.

Simulate

The Simulate section shows the parameters associated to the account.

Your Dialler SID details may need needed by the Operata support team if there are issues making calls from Simulate,

Importantly it details the maximum Calls Per Second (contact Operata is you need this to be increased) and allows you whitelist 'To' numbers (The phone numbers that can be dialled by a Simulate campaign).

To whitelist a number, type the full international number (+61 xxxxx etc) into the box and then the Return key on your keyboard - the number will appear in the list.

Note: Operata need to be contacted if the To numbers needed are international or toll-free type numbers

Teammates

The Teammate option is where you create new Teammates within the Group you are logged into. 

Select +TEAMMATE to add someone.

Fill in the details, selecting the Role 'Group Admin' (can create other Teammates and has full access) or the Role 'Group User' (can view but not create anything)
Then select SAVE to create the Teammate.

More details on what the Group Admin and Group User roles can be found here..


They will be sent emails to validate their email address and then login details.

Profile

The Profile option shows details of your account Name, Role and Email address and allows you to change your password.

Simply enter and confirm your new password and select SAVE

Operata modules

The top of the menu bar gives access to the Operata modules available to you, choose the buttons below to discover how to use them.

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