> ## Documentation Index
> Fetch the complete documentation index at: https://docs.operata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Data collection — Amazon Connect

> How Operata collects Amazon Connect data from two independent sources — the AWS-side Cloud Collector and the agent-side Agent Experience Collector — and joins them on the contact ID.

For Amazon Connect, Operata collects data from two sources: the AWS-side Cloud Collector running in your account, and the Agent Experience Collector running in the agent's browser. The two streams join on the Amazon Connect contact ID.

## 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](/docs/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](/docs/resources-data-collection-genesys) — the equivalent picture for Genesys Cloud.
* [Data summary and frequency](/docs/resources-data-collection-frequency) — which fields are collected and how often.
* [Example payloads](/docs/resources-data-collection-examples) — real JSON for pre-contact, during-contact, and post-contact data.
* [Cloud Collector](/docs/concepts-cloud-collector) — the AWS-side ingestion service.
* [Agent Experience Collector](/docs/collector-overview) — the browser-side collector.