Operata Workflows automate actions when MOS levels or network conditions have met a defined threshold, when a Heartbeat test finds an issue, when a call ends or even when Agents report an issue.
Send an email, push a WebHook, EventBridge notification or even send a Slack message natively, whenever the threshold you have configured is reached or event happens.
Workflow status
The first page lists the Workflows that have been created and gives options to change their STATUS to on/off, Delete or Edit them
Creating Workflows
Selecting the +CREATE WORKFLOW starts the Workflow creation wizard.
1. Workflow Application
The first option is to choose what application will trigger the Workflow.
The CCaaS Platform option takes events from the data network performance elements, the overall network performance MOS score, Agent Reported Issue or Heartbeat assurance test result.
If you have EventBridge enabled then select Contact Ended to send data at the end of a call (where enabled)
The Jabra option takes Jabra headsets performance statistics (where enabled)
Selecting CCaaS Platform and NEXT gives options on what event to trigger on.
2. Workflow Triggers
Choose what you want to trigger an event:
MOS score
Packet Loss
Jitter
RTT (Latency)
If you have Agent Issue notification enabled, you can trigger events when agents report issues (see below for details)
If you have Heartbeat enabled then you can trigger events if the tests find issues (see below for details)
If you have EventBridge enabled then select Contact Ended to send data at the end of a call (see below for details)
then next to choose the Action
3. Workflow actions
This screen defines the action to take..
Send Email does just that (see below for more details on the content of the email you can send.
Invoke WebHook is used to event into a third party application, Operata uses uses basic authentication in Headers to secure WebHook messages.
Slack notifies to a nominated Slack channel
4. Configure
Now configure the Workflow thresholds and events that will trigger the Workflow
Send Email
When you select Send Email as a notification a standard templated email is sent.
Simply set the threshold to generate the email and the email address.
The email sent contains summary details of the call that triggered the email event, with the Call ContactID to use within Operata to discover more.
Invoke WebHook
This screen lets you set the level at which the event will trigger, the WebHook URL, Method, Headers and Body.
Note: enter {{.Records}} into the Body to see all the details for the call that triggered the event.
Add the details to match where the WebHook event will be sent.
Slack Notification
When you select the Slack option, you will be prompted the enter the URL of your Slack workspace and channel.
Agent Reported Issue
Three elements can be configured to trigger an Agent Reported issue workflow:
Category (this is optional, leave blank and any Cause will trigger the workflow)
Softphone would not work
Poor sound quality
Delay in the conversation
Call disconnected
Customer could not hear me
Could not hear the customer
Missed call, the Softphone did not ring
Something else
2. Severity (this is mandatory)
Terrible
Difficult
Minor
3. Agent Comments (this is optional, leave blank and any Scenario will trigger the workflow)
Use this if you have instructed agents to 'Include an additional comment' specifically designed to create a ticket.
Email Address or WebHook details also need to be entered.
Note: for WebHook notifications enter {{.Records}} into the Body to see all the details for the call that triggered the event.
Heartbeat Telephony
Three elements are needed to configure an Agent Reported issue workflow:
Status
Agent Error - The target agent for the Heartbeat could not be found.
Call Failed - The Virtual Customer call failed to be answered.
Call Not Accepted by Agent - The Heartbeat test call could not be answered by the agent.
Poor Call Quality - the Heartbeat test call was successful, but was of poor quality
Email Address or WebHook details also need to be entered.
Note: enter {{.Records}} into the Body to see all the details for the call that triggered the event.
EventBridge
Details of how to configure and use EventBridge are here.
Events from Operata Workflows can push events to the configured EventBridge service:
When a Contact ends.
When a Heartbeat test is completed.
Typical Heartbeat test payload to EventBridge
{
"createdOn": "2022-01-24T22:17:31.417287Z",
"heartbeatId": "2e4f8a78-1234-4a52-5678-c0fff3ced44d",
"jobId": "1643062651416852388",
"agentId": "andy",
"agentType": "HUMAN_AGENT",
"status": "Complete",
"cxScore": 9,
"axScore": 8,
"networkScore": 10,
"toNumber": "+61870712345",
"description": "Toll Free test 1"
}
5. Saving the workflow
Finally update the Workflow Name and Tag - then NEXT to move forward.
Your new Workflow appears in the Workflow List.
The example Workflow will send a WebHook whenever a call has an average MOS of less than 3.5.
Event History
Selecting History then WORKFLOW ACTIONS brings up the list of workflow events that have been triggered.