Monitor

Core is the CX telemetry pipeline. It turns the signals Collect collects into a single, queryable record of what happened on every contact.

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How it works

Core runs four steps on every signal it receives.

1. Ingest — accept the signal from the collector that emitted it.
2. Correlate — attach it to the contact it belongs to: Contact in Amazon Connect, Interaction in NICE CXOne, Conversation in Genesys Cloud.
3. Redact and validate — apply your account’s policy and reject what does not conform.
4. Persist — store the result as an observation.

The insight engine then reads the observations on each contact and writes an insight when a known pattern matches — audio one-way, packet loss, agent inactivity, and the rest of the insights catalog. Customer Journey Trace sits above contacts: when one customer crosses more than one platform, each platform’s contact is one span of a single journey.

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Why Core splits signals from observations

The split isolates the wire format from the storage format. Redaction, deduplication, late-arrival reconciliation, and per-account validation all happen between the two, so the value a collector reports is not the value a consumer reads. CTRs can land 5–20 minutes after a contact ends. Storing observations means a query returns a coherent partial view that fills in as more signals arrive, instead of a stream of half-correlated events. It also means Core can add a new collector without changing anything above it. A new platform emits signals in its own shape, and the observations that reach Assure, Tenor, and the API keep the shape consumers already build against.

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Related

• Signals and observations — what each collector emits and how Operata stores it.
• Contacts and interactions — the per-platform record observations attach to.
• Customer Journey Trace — how Operata links contacts across platforms.
• Insights — the named detections Operata derives from observations.
• How Operata works — the full layer map.