ResolveAX by Cyara

The ResolveAX browser extension provides an in-browser mechanism that collects information regarding cloud-based contact centre…

The ResolveAX browser extension provides an in-browser mechanism that collects information regarding cloud-based contact centre user sessions and call data processed by call centre agent web "softphones" (such as the Amazon Connect CCP). The extension also collects user environment information that agents' softphone resides in. Key information extracted by the extension through access to the agent softphone page can be limited through configuration but includes: - Contact Centre Platform Data - destination agent identification (e.g. username) - call start/end - call related business data - cloud platform events/errors (e.g. call connection failure) - WebRTC network statistical data - Packet loss/ latency / jitter / round trip - codec information - WebRTC events/errors - Environment information - ISP connection - Approximate geographic location - Audio device hardware - Memory/CPU configuration/utilisation - Manually provided user feedback - flag bad calls - provide problem descriptions (eg. "no audio") The information collected is forwarded on to secure customer specific data storage managed for live analysis by contact centre technicians to identify a range of potential call handling problems, including poor audio quality, network issues, and agent desktop hardware configuration problems. Information is also relayed to the agent's desktop so the agent is able to identify and potentially rectify problems. Collected data is intended to allow for problem identification and root cause analysis for cloud contact centre application users.