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The Agent Experience Collector (AEC) gives you the agent-side truth no central service can see. It captures headset audio levels, network quality at the agent’s desk, microphone state, page focus, and softphone CTI events — per contact, whether a human or an AI agent is handling it. No central cloud service can observe what happens on the agent’s endpoint. The AEC runs as a browser extension alongside the contact center softphone and emits signals directly to Operata. Those signals become observations you query in the console and the API. The Collector works inside applications that embed the softphone — Salesforce, ServiceNow, Zendesk — and keeps deployment under endpoint-management control rather than requiring desktop installers.

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Before you start

  • An Operata account with Admin role and your Operata Group ID.
  • Permission to install browser extensions on each agent endpoint, or the equivalent enterprise deployment access on Windows or macOS.

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What the Collector captures

  • Machine and browser metrics — CPU and memory usage, browser version, software resource consumption.
  • Network telemetry — interface details, IP addresses, ISP, and geolocation. See VPN bypass when agents work behind a corporate VPN.
  • Softphone signals — WebRTC session statistics, headset events, call quality metrics.
  • Agent feedback — issues agents raise from the Collector toolbar.

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Install the Collector

Operata ships the Agent Experience Collector for Chrome and Microsoft Edge. Install the one that hosts your agents’ softphone.

Chrome extension

Install on Google Chrome via the Chrome Web Store or enterprise deployment.

Edge extension

Install on Microsoft Edge via Microsoft Edge Add-ons or enterprise deployment.

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Configure VPN bypass

If your agents work behind a corporate VPN — Zscaler, Cisco AnyConnect, Palo Alto GlobalProtect — configure the VPN bypass URL before agents place their first contact. Without it, the Collector reports the VPN provider’s IP and ISP instead of the agent’s actual network, making ISP-specific issues invisible.

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Verify the Collector is active

In the Operata console, open Contacts and filter to the last 10 minutes after a test contact. Your test contact appears with the serviceAgent field populated — the Collector captures machine, browser, softphone, network, and device data. If serviceAgent is empty, see AWS troubleshooting for Amazon Connect or contact Operata Support for other platforms.