Operata “Kora” release is here – Agent Readiness Tests and Data Teams to tailor views for in-house teams and BPO partners

Agent Readiness Test

Seamless Readiness. Anytime. Anywhere.

Introducing Agent Readiness Test -  a new feature of AX Copilot for agents to test the end-to-end experience is ‘5 Star’, with a simple, automated, real world round trip of their contact center and local environment. Perfect to start the day before that first interaction, for troubleshooting  after a problematic call, or on demand to check everything is optimal after a software or hardware update, Agent Readiness prevents problems before they occur with customers.

‍Why It Matters

• First Impressions, Perfected: Agents test their environment before their first interaction, ensuring the best customer experience from the very first second.
• "How Do We Sound?" Agents hear both how they sound to customers and how customers sound to them, identifying and optimizing issues like mic positioning, room acoustics, background noise, and audio clarity.
• Proactive Issue Detection: Notify agents of potential audio or environment issues such as use of PC microphones, excessive CPU load or poor network performance..
• Self-Fix, Solutions: Clear, actionable guidance empowers agents to resolve issues on their own.
• Testing Adoption: Dashboards provide Ops teams with visibility of agents using Agent Readiness Testing, with test interactions automatically excluded from other agent reporting.
• Technical Performance: Tech teams have the granular technical performance details needed to understand the likely cause of any issues.

How It Works

Agents select a guided test, that walks agents through audio checks, provides instant feedback, and highlights areas for improvement. Outcomes are visualized in dashboards, while integrations trigger automated workflows for rapid resolution.

Data Teams

Data Teams, designed so in-house teams and partners can access tailored insights most relevant to them.

Every contact center needs platforms that keep pace with their unique complexity. With our new Data Teams, your inhouse IT Teams, Ops Teams, CX Teams, Transformation Partners and BPOs get access to the exact Operata data, tools and insights they need in real-time - no more, no less. 

Data Teams enable role-specific visibility with Operata. Each team member sees only the dashboards and metrics relevant to their responsibilities, tailored to their role. This eliminates unnecessary data, ensures compliance, and simplifies workflows. Whether it’s a team leader monitoring their group’s performance, CX analysts diving deep into metrics, or IT teams managing sensitive information, this feature allows you to adapt Operata to the needs of every role.

Why You’ll Love It

• Tailored Teams for the right audience: See only the data that matters. CX teams, transformation partners and BPOs can now concentrate on what’s essential to their roles, leaving distractions behind.
• Informed Leadership: Leaders gain direct visibility into their team’s performance without being overwhelmed by organization-wide information.
• Tighter Compliance: Sensitive data is protected by access control , for improved security and regulatory standards.
• Time Back in Your Day: IT teams and BPOs no longer need to extract and manipulate data manually, saving time and resources while reducing errors.

New Agent Status Insights

Find the Patterns. Fix the Problems.

Agent Status Insights introduces new capabilities to help contact center leaders determine whether agent status disruptions stem from technical issues or behavioral factors, enabling targeted interventions.

Why You’ll Appreciate It

• Root Cause Analysis: Pinpoint whether status disruptions stem from process gaps, system issues, or agent behavior (e.g., interaction avoidance).
• Targeted Coaching: Use insights to address specific agent performance issues, improving accountability and training outcomes.
• Operational Improvement: Detect and resolve systemic problems before they escalate, reducing downtime and ensuring smoother workflows.

Enhanced Reporting: A new tab in the Agent Interactions Dashboard provides detailed insights, supporting teams to make data-driven decisions
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Supporting IT Teams, CX Teams, BPOs and beyond. 

With Kora, we’re delivering tools that meet the unique needs of every stakeholder:

• Improved Decision-Making: Tailored dashboards provide internal IT, Ops and CX teams outsource partner teams (e.g. BPOs, vendors  or Transformation Partners)with secure, role-specific access to relevant data, simplifying reporting and making decisions on resource allocation, such as staffing and technology, clearer and more efficiently, while eliminating the need for manual data extraction.
• Enhanced Security: Role-based access limits exposure of sensitive data, ensuring compliance with organizational policies and regulatory requirements.
• Streamlined Operations: Custom reporting capabilities save time, reduce errors, and improve the overall efficiency of IT and BPO workflows.

Operata’s Kora release is a response to what customers have told us they need. Every feature in this release stems from listening to their feedback, understanding their challenges, and transforming those insights into reality.

HOW TO GET IT

All updates available now in beta. Ready to explore these new capabilities?

Contact us to learn more or request access to our beta features.
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Experience Operata value at no cost for a 14-day period.

FREE 14 DAY TRIAL

Kora -  a musical instrument shaped like a lute, with 21 strings passing over a high bridge, and played like a harp.

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