Operata Collector
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Overview

A browser based data collector and agent messenger for alerting and reporting issues.

Operata is the only performance monitoring & assurance platform designed for cloud contact centers. Operata makes it easy to collect and correlate call, system & network data to troubleshoot issues impacting customer experience. With Operata Collector for Chrome, contact center teams can measure and monitor environmental data and empower agents to resolve issues in their control. Data collection features: * WebRTC data. * Agent system data, memory usage, CPU utilization. * Network data. * CCaaS logs. * Agent feedback and reporting. * Headset data including background noise, audio exposure and volume metrics. Behaviour & environment: Access a complete view of agent environmental data and call events to surface behavioural and technology issues. Hardware & equipment insights: Gain insights into agents’ computing equipment and headset performance to diagnose issues and identify changes over time. Agent self-service: A streamlined agent messenger provides the information to self-resolve issues like congested bandwidth, background noise, and audio latency. Agent reporting: The agent messenger facilitates call quality feedback and call/environment issue reporting to streamline feedback to IT teams. Transparent data collection: Continually collect and store softphone diagnostic and support logs with no interruption or involvement from agents. Collect and correlate call, system & network data to troubleshoot issues impacting CX. Benefits for Agents - Receive notifications of issues affecting them and their customers with suggestions to self-resolve. - Report issues to support teams quickly with corresponding calls, system & network data. - Benefits for Support Teams - Gain instant access to detailed logs without agent involvement. - View and analyze insights from associated call, system & network data. Works with: * Genesys Cloud CX * Amazon Connect CCP (Custom & Native). * NICE CXone * Salesforce.com including Service Cloud Voice and Salesforce CTI integrations. * ServiceNow * Zendesk * 3rd Party Softphones & Agent Desktops

3.7 out of 56 ratings

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John HammertonJun 6, 2024

Constant "unstable connection" notifications, on what feels like every VOIP call, are annoying and distracting. In-house IT dept cannot assist with identifying the problem or solving it, so it's a useless notification. Upgraded internet to 100mbps/50mbps and purchased Mesh Nodes with Beaming, still get these reports. Have Switched to Edge now, hopefully that will help. Can't turn off these notifications, no one does anything about the notifications, from UX/CX point of view that makes this ... Show more

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John MicallefMar 6, 2024

Great platform for monitoring CX with Amazon Connect and a disparate Contact Centre team. Gives agents a great way to provide feedback on each call and with their new update provides feedback to agents for events such as not having their headset enabled for audio. Straight forward to deploy and the team help you every step of the way.

2 out of 2 found this helpful
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Eeron AkselrodNov 11, 2023

The fact Google allow this to be installed without notifying users and that employers can monitor every move without the employees knowledge is rude, unethical and show Google cannot be trusted by users for their privacy. Yes if you use a work computer it is the employer rights to do so but it should not be done without notifying users it was installed and to provide some explanation what data is being collected.

7 out of 12 found this helpful

Details

  • Version
    1.7.4
  • Updated
    May 30, 2024
  • Offered by
    Operata
  • Size
    803KiB
  • Languages
    English
  • Developer
    Operata Pty Ltd
    3/162 Collins St Melbourne, VIC 3000 AU
    Email
    devops_chrome_notify@operata.com
  • Trader
    This developer has identified itself as a trader per the definition from the European Union.

Privacy

The developer has disclosed that it will not collect or use your data. To learn more, see the developer’s privacy policy.

This developer declares that your data is

  • Not being sold to third parties, outside of the approved use cases
  • Not being used or transferred for purposes that are unrelated to the item's core functionality
  • Not being used or transferred to determine creditworthiness or for lending purposes

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