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Connect your contact center platform and Operata starts receiving data. Collectors in your environment send signals — per-contact measurements from Contact Trace Records (CTRs), platform events, and agent-side telemetry — and Operata stores them as observations that the insight engine and your team can act on.

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How every integration works

Every integration has the same two parts, whatever platform you run.
  1. A platform integration. Streams the contact record and platform events from your contact center into Operata. What it deploys depends on the platform — a stack in your AWS account, an OAuth client, or an event subscription.
  2. The Agent Collector. A browser extension that captures machine, network, headset, and softphone telemetry from the agent’s endpoint. No central service can produce this, so it is the same install on every platform.
Install both. A platform integration alone gives you the contact record without the agent-side truth; the Agent Collector alone gives you endpoint telemetry with no contact to attach it to.

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Before you start

  • An Operata account with Admin role.
  • The contact center platform you operate, administered by you or a team you can reach.

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Contact center platforms

Pick the platform that hosts your contacts.
NICE CXOne overview and install scope are landing now; the full runbook arrives in a later release.

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Agent Collector

The browser extension that captures agent-side telemetry per contact. Required alongside every platform integration.

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Observability backends

Forward Operata events to the stack your team already watches.
  • Observability backends — Datadog, Splunk, New Relic, and other destinations Operata can ship Amazon EventBridge events to.

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Verify

In the Operata console, open Group Settings > Integrations. The integrations you have installed appear with status Active. Each installed integration also lists its current Group ID binding and the AWS region it streams from.