> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What cloud collection adds

> Browser collection alone misses how a contact originated, how it was delivered, and where it was transferred. Cloud collection fills those gaps and unlocks coverage reporting, agent grouping, Data Teams, and customer experience metrics.

The [Agent Collector](/docs/collector-overview) sees a contact from the agent's browser. That data is accurate, but it starts when the contact reaches the agent and ends when it leaves. Cloud collection brings in your platform's own contact records, which cover everything either side of that window.

## How it works

[Cloud collection](/docs/concepts-cloud-collection) reads contact records from your contact center platform's own event stream. Operata joins each record to the browser-side observations for the same contact, so one contact carries both views.

## What you get

### Data completeness

Browser data misses how a contact originated, how it was delivered, and when it was transferred. Cloud records carry all three, so the contact record is complete rather than agent-shaped.

### Coverage reporting

You only get the full picture when every agent runs the Agent Collector. Cloud collection gives you a second, independent count of contacts, so the Collection Coverage dashboard can compare cloud against browser and show you which agents are missing.

### Agent grouping

Contact center platforms let you tag agents with business structure — team, site, line of business. Cloud collection pulls those values in as Agent Groups, and every Operata dashboard becomes filterable by them.

### Data Teams

Most people should see only the dashboards and metrics their role needs. [Data Teams](/docs/help/data-teams) scopes visibility using Agent Groups and contact record attributes, so it needs cloud collection to work.

### Customer experience metrics

Cloud records complete the Customer Experience and Agent Interactions dashboards:

* **Queue and IVR** — queue, IVR (interactive voice response), and connection durations.
* **Transfers** — internal and external transfer detail, with a transfer map.
* **Initiation and disconnection** — how each contact started and how it ended.
* **Repeat contacts** — the pattern of interactions over time for one caller. Needs optional phone number capture.

## Platform specifics

What cloud collection adds beyond this depends on your platform.

* [Amazon Connect: what the AWS integration adds](/docs/help/aws-integration-benefits) — CTR (Contact Trace Record) and Contact Lens detail, with screenshots.

## Related

* [Collect](/docs/signal-overview) — the collectors and what each one emits.
* [Cloud collection](/docs/concepts-cloud-collection) — how the cloud side works on each platform.
* [Collection coverage](/docs/help/collection-coverage-user-guide) — reading the coverage dashboard.
* [Privacy and redaction](/docs/privacy-and-redaction-overview) — controlling what cloud collection sends.