What each collector captures
Operata’s Amazon Connect data falls into two categories. Customer Experience covers the calling-party leg of the Contact. This includes Contact Trace Records (CTRs), Contact Lens transcripts and sentiment, contact-flow logs, and Lex events. Agent Experience covers the agent’s network, machine, and softphone environment. This includes softphone logs, WebRTC session metrics, network performance, system performance, headset telemetry, and any end-user-reported issues. The two sources collect independently and join on the contact ID Operata observes from each:- Cloud Collector runs in your AWS account. It ingests CTRs, Contact Lens output, contact-flow logs, and Lex events through Amazon EventBridge Pipes or a Lambda function provided by Operata. Redaction runs at this edge — see PII.
- Agent Experience Collector runs in the agent’s browser as the Operata Chrome or Edge extension. It captures the agent-side WebRTC stats, system resources, and headset telemetry every 10 seconds during a call.
Why the sources are separate
Contact Trace Records (CTRs) are emitted by Amazon Connect after a contact ends. Agent-side telemetry only exists in the browser during the call. The split lets Operata observe both ends of a contact without forcing either side to ship data the other already has — and lets you control which CTR fields leave your AWS account through redaction without affecting the agent stream.Related
- Data collection — Genesys Cloud — the equivalent picture for Genesys Cloud.
- Data summary and frequency — which fields are collected and how often.
- Example payloads — real JSON for pre-contact, during-contact, and post-contact data.
- Cloud Collector — the AWS-side ingestion service.
- Agent Experience Collector — the browser-side collector.