Cloud collection

Cloud collection brings your contact center platform’s own record of each contact into Operata. The Agent Collector reports what the agent’s browser, network, and headset saw; cloud collection adds queue and IVR durations, transfers, disconnect reasons, and the contacts that never reached an agent.

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How it works

Every platform keeps a structured record of each contact. Operata reads that record and joins it to the browser-side observations for the same contact, so one contact carries both views. The path the record takes depends on the platform. No path carries call audio. Operata reads metadata and analytics records; recordings and live media stay in your platform. Collection runs one way. A collector emits, Operata ingests, and nothing downstream reaches back to change what your platform reported.

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Where redaction runs

Your redaction policy is applied on the collection path, before Operata stores anything. Where on that path depends on the platform.

• Amazon Connect — inside your AWS account. The Cloud Collector applies the filter before the record crosses the boundary, so a denied field never leaves your account.
• Genesys Cloud — in the Operata Fetcher Service, which runs in Operata’s managed infrastructure. A denied field is dropped from the payload before anything is stored.

Either way, a field you deny is never stored and the API never returns it.

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Synthetic checks

Cloud collection covers real contacts. Operata also generates synthetic ones: Heartbeat places a test call through your contact flow on a schedule, and the Virtual Agent plays the caller side of it. Synthetic runs emit the same signals as real contacts and carry a flag, so you can filter them in or out of dashboards.

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Platform specifics

• Amazon Connect: Cloud Collector — the in-account components, their IAM surface, and the redaction refresh cycle.
• Amazon Connect: Cloud Orchestrator — the runtime behind Heartbeat and the Virtual Agent.
• Genesys Cloud integration — the event topics, REST endpoints, and OAuth scopes Operata uses.
• NICE CXOne integration — what reaches Operata from a CXOne tenant.

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Related

• What cloud collection adds — why browser data alone leaves gaps.
• Agent Collector — the browser-side half of collection.
• Signals and observations — what a collected record becomes once Operata stores it.
• Collection frequency — how often each collector reports.
• Privacy and redaction — what you can suppress, and where.
• Choose your integration — the platforms Operata collects from.