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Operata runs one pipeline in one direction: collectors emit signals, Operata stores them as observations against a contact, the insight engine derives insights, and Customer Journey Trace links contacts across platforms into one path. Three things flow in; an API and Amazon EventBridge expose the result.

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How it works

Three collectors feed Operata.
  • The Agent Experience Collector is a browser extension. It emits signals for headset audio levels, network quality, microphone state, page focus, and softphone CTI events — the agent-side measurements no central service can produce.
  • The Cloud Collector runs in your AWS account. It reads Amazon Connect Contact Trace Records (CTRs) from Kinesis, applies your redaction policy, and forwards the result.
  • The Cloud Orchestrator runs in your AWS account too. It runs synthetic Heartbeat checks and Virtual Agent calls against your contact-center instance.
Each collector emits signals — single timestamped measurements. Operata ingests a signal, correlates it with the contact it belongs to, applies redaction and validation, and persists the result as an observation. Signals flow; observations are stored. Downstream consumers read observations through the API or EventBridge events — never raw signals. A contact is the per-platform record observations attach to: Contact in Amazon Connect, Interaction in NICE CXOne, Conversation in Genesys Cloud. The insight engine 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. Amazon EventBridge is the way out. Operata publishes contact-lifecycle, insight, and Heartbeat events to a partner event bus in your AWS account, and you route them with standard EventBridge rules — to Lambda, SQS, Step Functions, or an HTTP API destination.

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Why Operata 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. The collectors also run where the data lives — inside your AWS account, or in the agent’s browser — so your redaction policy runs before any data crosses the boundary to Operata.