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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. Every deployment has two parts: a platform integration (Amazon Connect, Genesys Cloud, or NICE CXOne) and the Agent Experience Collector (the browser extension that captures machine, network, and agent-side telemetry no central service can produce). Install both to get full coverage.

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Before you start

  • An Operata account with Admin role.
  • The contact center platform you operate (Amazon Connect, Genesys Cloud, or NICE CXOne) administered by you or a team you can reach.

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Contact center platforms

Pick the platform that hosts your contacts.
  • Amazon Connect — Stream Contact Trace Records, Contact Lens, Contact Flow Logs, and Lex data into Operata through the Cloud Collector in your AWS account.
  • Genesys Cloud — Stream conversation analytics and platform events through Amazon EventBridge plus a read-only OAuth client; the Operata Fetcher Service handles enrichment.
  • NICE CXOne — Stream interaction records and softphone telemetry into Operata. (Overview and install scope landing now; full runbook coming in a later release.)

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Browser-side data collection

Every contact center integration pairs with the Agent Experience Collector — the browser extension that captures machine, network, and agent-side telemetry per contact.

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Observability backends

Forward Operata signals to your existing observability stack.
  • 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.