Overview: Genesys Cloud

How Operata data collection works

To deliver the key features offered by Operata, data is collected from the Agent’s Chrome Browser (Agent Experience Collector) using the official Operata Chrome Extension.

Type of data collected by Operata

The type of data that is collected by Operata can be divided into two categories:

Customer Experience - Coming Soon to Genesy Cloud
Data pertaining to the end-to-end calling party (customer) journey through the Genesys Cloud IVR's and their interactions with bots & agents.

Agent Experience
Data pertaining to the agent network & operating environment making up the Agent Experience (AX). Typically, this includes softphone, network, system & headset logs as well as end-user reported issues.