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Surface is the application layer. It reads the observations and insights Monitor produces and puts them in front of a person — never a raw signal.

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How it works

Three things sit on Surface.
  • Dashboards. The Operata app renders contacts, agents, cohorts, logs, and the insights raised against them. The User Guides cover every dashboard page by page.
  • Synthetics and assurance. Heartbeat places synthetic test calls into your contact center on a schedule, and the Virtual Agent answers them, so you measure the path end to end without waiting for a real customer to hit the fault.
  • Account and access. Single sign-on, groups, and teammate permissions control who sees what.

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Why synthetics sit alongside dashboards

A dashboard tells you what happened on the contacts you had. A synthetic tells you what would happen on the next one. Running both on the same observation model means a Heartbeat result and a real contact are compared like for like — same fields, same insights, same thresholds — so a synthetic failure points at the same root cause a live contact would.
  • Insights overview — what the dashboards raise and why.
  • Set up Heartbeat — the routing profile, contact flow, and number that drive synthetic calls.
  • User Guides — dashboard-by-dashboard help for end users.
  • Build — the same data over the API, for when a dashboard is not the destination.