What the collector captures
Operata’s Genesys Cloud data falls into two categories. Conversation data covers the calling-party (customer) journey through Genesys Cloud IVRs and interactions with bots and agents. Agent-side data covers the agent’s network and operating environment. This includes softphone, network, system, and headset logs, plus any end-user-reported issues. The Agent Experience Collector captures both streams in the agent’s browser during the Conversation. There is no equivalent of the Amazon Connect CTR or Contact Lens path — every Genesys Cloud Conversation Operata observes comes through the browser collector.Related
- Data collection — Amazon Connect — the two-source picture for Amazon Connect.
- Data summary and frequency — which fields are collected and how often.
- Example payloads — real JSON for pre-contact, during-contact, and post-contact data.
- Genesys Cloud integration — install and configure the Genesys Cloud collector.
- Agent Experience Collector — the browser-side collector.