How it works
Four collection types feed Operata. Each covers measurements the others can’t produce. Two read the real traffic your contact center handles; two generate synthetic traffic so you find a fault before a customer does.
Synthetic contacts carry the same signals a real contact does, so they land as observations on a contact and raise the same insights.
Signals flow one way. A collector emits, Operata ingests, and nothing downstream reaches back to change what a collector reports.
Why redaction runs here
The collectors run inside your boundary, so your redaction policy applies before any data leaves it. A field you redact is never transmitted, which means Operata never stores it and the API never returns it. Redaction at the collector is the only place that guarantee holds.Platform specifics
What each collector reads depends on the platform you run.- Amazon Connect — Contact Trace Records (CTRs) from Kinesis, Contact Lens output, and contact-flow logs.
- Genesys Cloud — conversation records and analytics.
- NICE CXOne — interaction records.
Related
- What cloud collection adds — why browser data alone leaves gaps.
- Choose your integration — the platforms Operata collects from.
- Collection frequency — how often each collector reports.
- Data collection — Amazon Connect — the field-level coverage for Amazon Connect.
- Privacy and redaction — what you can suppress, and where.
- Monitor — what happens to a signal after collection.