What is it?

CX Baseline enables customers to measure baseline performance of Amazon Connect specific to your use case, considerate to CCaaS regions, customer geography, and agent locations.

CX Baseline gives you the ability to run tests, and establish baseline data in every CCaaS region, using Operata virtual agents in any location and a global network of (virtual) customer call origination. It provides baseline data to compare your CX Heartbeat tests against to understand expected performance and troubleshoot and optimize variances.

Is it available on my Operata plan?

CX Baseline is available on the Operata Standard, Advanced and Enterprise plans.

How do I enable/disable this feature?

CX Baseline is a beta feature and can be enabled by your Operata representative.

Installation of the Baseline components is designed to be easily completed in <1hr.

I'd like to participate in the Beta. Who can I speak to?

You can chat with our support team or email support@operata.com

Where can I find more information?

You can read about the full Buffa release here:

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