New Operata Release, 'Impresario' - Delivering Enhanced Operational Efficiency and Performance.

Deeper Insights and actions to improve AX

We are pleased to announce Impresario, the latest release from Operata. 

Visualize Data filtered by Geo, Line of business, Team or BPO

View performance metrics by the business and organizational categories already configured within your CCaaS agent profiles.

This enhances operational management by allowing you to view data in the way you organize your business, with no configuration overhead.

You can drill down on specific business groups using categories and filters from multiple criteria, for example:

• Geography: Filter agents based on agent location.
• Business Process: Segment by specific business functions such as teams or departments.
• Team Structure: Align agents according to team hierarchies like managers, supervisors, or team leads.
• Outsource Provider: Group agents associated with external partners such as BPOs
  

New Agent Notifications for improved AX and CX

Operata's updated Agent Notifications support a range of use cases for notifying agents with suggested actions, fuelled by real-time Operata Insights. 

Powered by AX CoPilot and with out-of-the-box visualizations in our Canvas BI tool, this feature enhances agent performance and customer experience with ready-to-go, out-of-the-box, high-value use cases:

• Agent Microphone Use: Identifies calls where agents use internal microphones rather than Headsets, prompting them to change,  and exposing a simple audio device selection dropdown.
• Call ended on Hold: Captures calls that end while still in the hold state, prompting agents with the defined business response.
• Inbound Call ended after network issue: Notifies agents when the call ended, shortly after an Operata detected network issue,  prompting agents with the defined business response.
• Agent Abuse Events: Automatically identifies calls where the agent may have been subject to abusive language and notifies the agent of actions to take. 

Proactively managing and supporting agents in real-time is the most effective way to improve customer experience. These notifications help fix problems at the source, allowing agents to address both technical and operational issues, guided by business defined processes.

AX CoPilot has been created with extensibility at its heart to support multiple use cases, tailored to specific needs. Customization of notification types, suggested actions, and visual alerts, allows Customer suggested ideas to be brought to life and offered to all.

Call on Page: Deep Dive into Call Details

Call on Page offers a detailed per-second timeline of call metrics and characteristics, providing a granular view of call conditions. This includes specifics such as audio energy levels and the overall call stack.

Designed to help contact center managers and IT teams, this tool allows for quick identification of call issues, leading to faster resolutions and improved customer satisfaction. By visualizing these metrics, teams can more clearly see where the problem occurred that caused the CX issue, helping to resolve individual call-level problems. The Call on Page feature includes:

• Agent Status: Understand when an agent was talking or had placed the customer on mute or hold.
• Audio Energy: analyze inbound and outbound audio energy levels to uncover potential issues with silence, one-way audio, or headset performance.
• MOS (Mean Opinion Score): As an overall metric of the call's perceived quality, track how MOS is impacted due to network conditions or codec changes during the call. 
• Packets: review the consistency and flow of data packets, and surface any irregularities during the call.
• Packet Loss: identify and quantify where packet loss occurred on the call to troubleshoot agent network reliability.
• RTT (Round-Trip Time): measure RTT to determine network latency and its effect on call performance.
• Jitter: track jitter to identify variations in packet arrival times, which can affect audio quality.
• CPU Availability: review CPU usage on an agent’s device to ensure their systems are performing optimally and not contributing to call quality issues.
• Softphone Logs: surface any warning or error logs during the call, which may correlate in an impact to a corresponding metric, such as packet loss, audio energy, etc. 

The level of detail available is unmatched, allowing teams to solve the "what" and "why" of specific agent issues at a call-by-call level.

Agents using VPN to connect to enterprise networks, hide their true network connection both reducing observability of underlying issues such as poor-performing ISPs and masking their true location.

Agent ISP utilizes a dedicated Operata bypass URL, that when configured within the customers VPN environment to route via the agents network (not their VPN) captures the underlying agent network details, which are visible in Operata Canvas,

Enhancing Operational Efficiency and Performance

Introducing key features designed to improve operational efficiency, expand monitoring capabilities, and enhance performance in contact centers.

New Insights: Enhancing Call Quality and Performance 

Based on extensive work with our customers and over 1 billion minutes of data, Operata has identified key patterns that impact call quality. When a critical issue, such as poor network performance, is detected, we can tag the call at the specific point where the issue occurs. Our ongoing release of new tags enables more detailed and actionable insights. Tags allow for understanding the causes of issues based on correlative events, making operations more efficient. These tags help determine what constitutes a good or bad call, creating a feedback loop with unique data from Operata.

Example Tags: 

• None: This call had no insights associated with it
• Call Ended On Customer Silence: For the last 15 seconds of this call, the customer didn't speak
• Call Ended On Silence: For the previous 15 seconds of this call, the agent didn't speak
• Poor Mos: For at least 10 seconds, a MOS score of less than 4 was experienced
• Zero Inbound Packets: For a period of two or more seconds, the number of inbound packets dropped to zero
• Multiple Softphones: The agent was logged into two softphones at once, which can cause a variety of issues, amazon will generally say it is ok, as long as it is all done from the same browser
• Call Ended On Mute: 15 Seconds of Mute
• Call Ended On Hold: 15 Seconds of Mute
• Zero Mos: A period of the call that dropped all network connection

In future releases, multiple tags will correlate to deliver insights that will enable proactive problem resolution, enhancing call quality and customer satisfaction, for example -  detecting both agent silence and a call ending during this silence could indicate a one-way audio issue.

Operata also provides recommendations for identifying poor calls and driving specific predictive models of poor CX. This feature leverages a network of voice experts, offering a competitive advantage and ensuring high-quality customer interactions.

Enhanced Playbooks Performance‍

The latest release brings significant improvements to the performance of our BI tool; Canvas. Dashboard refresh times have improved significantly giving users access to data and insights far more quickly.

‍SOC 2 Type 1

‍In case you missed it - Operata has achieved SOC 2 Type 1 certification marking a significant milestone in
our ongoing commitment to security, compliance, and operational excellence. This certification highlights our dedication to providing our customers with the highest information security, data protection, and reliability standards.

WHO IS IT FOR?

• Contact Center Ops Teams - to measure and improve performance and productivity in their contact center.
• CX Teams - to target experience improvements for employees and customers.
• IT Teams - to support contact center operations and measure, troubleshoot and improve the end-to-end environment.
• Agents - to proactively supporting agents during calls, in real time.

HOW TO GET IT

All Operata customers will be upgraded to the Impresario release.

All features available now for Amazon Connect & coming soon to Nice CXOne and Genesys® Cloud CX™
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Agent features are now available through our browser extensions Operata for Chrome and Operata for Edge.

Experience Operata value at no cost for a 14-day period.

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*Impresario : a person who organizes and often finances concerts, plays, or operas