# Operata Developer Hub

> Technical documentation, guides, and API reference for the Operata CX Observability platform. Install collectors, integrate with Amazon Connect, Genesys Cloud, and NICE CXOne, and query insights via API.

## Docs

- [Account properties](https://docs.operata.com/docs/account-properties.md): The accountProperties fields Operata's Cloud Collector attaches to every Amazon Connect Contact record — group ID, platform name, AWS account number, instance ID, and region.
- [Agent](https://docs.operata.com/docs/agent.md): The serviceAgent fields the Agent Experience Collector captures for each Amazon Connect Contact — machine resources, browser, network, softphone versions, and interaction metrics.
- [Agent feedback](https://docs.operata.com/docs/agent-feedback.md): The structured feedback agents submit from the Agent Experience Collector toolbar when reporting an issue during an Amazon Connect Contact.
- [Authentication](https://docs.operata.com/docs/api-authentication.md): Authenticate to the Operata API with HTTP Basic — your Operata Group ID as the username and an API token as the password.
- [Query CCP logs](https://docs.operata.com/docs/api-ccp-logs.md): Fetch raw Contact Control Panel (CCP) log entries captured by the Agent Experience Collector for one agent across a time window — to inspect agent-side errors, state transitions, and timing.
- [API changelog](https://docs.operata.com/docs/api-changelog.md): Versioned changes to the Operata API: new endpoints, fields, deprecations, and breaking changes.
- [Get complete contact record](https://docs.operata.com/docs/api-contact-record.md): Fetch every Operata field captured for a single contact — softphone summary, Contact Trace Record (CTR), contact flow, headset analytics, and per-leg event timestamps.
- [Get detailed contact stats](https://docs.operata.com/docs/api-contact-stats.md): Get the per-second network performance trace for a single contact — jitter, RTT, MOS, and packet counts — to chart call quality across the full contact duration.
- [List contact summaries](https://docs.operata.com/docs/api-contact-summary.md): Query a time window and get a paginated list of contacts — each with headline agent, network, audio, and duration metrics — to drive exports, listings, or alerting.
- [Data redaction](https://docs.operata.com/docs/api-data-redaction.md): One config per Operata account controls which CTR fields the Cloud Collector ships. Three endpoints read, replace, and remove it.
- [Delete redaction config](https://docs.operata.com/docs/api-delete-redaction-config.md): Remove the active CTR redaction config for your Operata account and revert the Cloud Collector to the privacy-first default.
- [Errors](https://docs.operata.com/docs/api-errors.md): Every HTTP status code and stable `error.code` the Operata API returns, with the recovery pattern for each.
- [Get redaction config](https://docs.operata.com/docs/api-get-redaction-config.md): Fetch the active CTR redaction config for your Operata account so you can confirm what is in effect before changing it.
- [Getting started with the Operata API](https://docs.operata.com/docs/api-getting-started.md): Authenticate with HTTP Basic, make your first call, and read the paginated response envelope Operata returns from every list endpoint.
- [Idempotency](https://docs.operata.com/docs/api-idempotency.md): Which Operata write endpoints are safe to retry today, and the planned `Idempotency-Key` header contract for future POST endpoints.
- [Get configured users](https://docs.operata.com/docs/api-list-users.md): List all teammates in your Operata account — their roles, emails, and the groups they belong to — so you can audit access or map Operata user IDs to your own identity store.
- [Pagination](https://docs.operata.com/docs/api-pagination.md): Cursor-based pagination for Operata list endpoints — the response envelope, `next_cursor` semantics, and a complete loop example.
- [Rate limits](https://docs.operata.com/docs/api-rate-limits.md): The Operata API enforces 100 requests per minute per token. Reference for the rate-limit headers, the 429 response body, and the correct back-off pattern.
- [Update redaction config](https://docs.operata.com/docs/api-update-redaction-config.md): Replace the active CTR redaction config for your Operata account with a new allow-list or deny-list document.
- [Versioning](https://docs.operata.com/docs/api-versioning.md): How Operata versions the API by URL prefix, what counts as a breaking change, and how deprecations are announced via response headers.
- [Configure webhooks](https://docs.operata.com/docs/api-webhooks-configure.md): Create the Operata partner event source in your AWS account and bind it to an Amazon EventBridge event bus so Operata events start flowing to your targets.
- [Event catalog](https://docs.operata.com/docs/api-webhooks-events.md): Every Operata Amazon EventBridge event type — detail-type, trigger condition, and example payload.
- [Webhooks](https://docs.operata.com/docs/api-webhooks-overview.md): Operata delivers enriched contact records, agent-reported issues, and Heartbeat results to your AWS account as Amazon EventBridge events — no HTTP endpoint required.
- [Tag the Cloud Collector AWS resources](https://docs.operata.com/docs/aws-tagging.md): Apply AWS tags to the EventBridge Pipe, Lambda, and IAM resources the Operata CloudFormation stack creates.
- [Troubleshoot the AWS integration](https://docs.operata.com/docs/aws-troubleshooting.md): Diagnose and fix missing Contact Trace Records, CloudFormation failures, KMS errors, and stale Operata secrets in the Cloud Collector integration.
- [Browser compatibility](https://docs.operata.com/docs/browser-compatibility.md): Chrome and Edge versions certified for the Operata Agent Experience Collector.
- [Call signalling and handling events](https://docs.operata.com/docs/call-events.md): Timestamps for every signalling and handling state change in an Amazon Connect Contact's lifecycle, emitted by the Agent Experience Collector.
- [CCP agent states](https://docs.operata.com/docs/ccp-agent-states.md): CCP (Contact Control Panel) agent state transitions Operata captures — one record per state change, emitted by the Agent Experience Collector.
- [CCP error logs](https://docs.operata.com/docs/ccp-error-logs.md): CCP (Contact Control Panel) error log entries Operata captures — WARN, ERROR, and CRITICAL severity entries the Agent Experience Collector attaches to each Amazon Connect Contact record.
- [Changelog](https://docs.operata.com/docs/changelog.md): Product updates, release notes, and announcements for the Operata Agent Experience Collector, Cloud Integration, and platform features.
- [Install the Chrome extension](https://docs.operata.com/docs/chrome-extension.md): Install the Agent Experience Collector on Google Chrome via the Chrome Web Store or enterprise deployment, so every agent contact captures machine, network, and softphone telemetry.
- [Agent Experience Collector](https://docs.operata.com/docs/collector-overview.md): The Agent Experience Collector gives you the agent-side truth no central service can see — headset audio, network quality, microphone state, page focus, and softphone CTI events, per contact.
- [Feature matrix](https://docs.operata.com/docs/compatibility-feature-matrix.md): Feature availability by edition — Core, Enterprise, Enterprise+ — across Amazon Connect, Genesys Cloud, NICE CXOne, and other verified platforms.
- [Compatibility overview](https://docs.operata.com/docs/compatibility-overview.md): Five dedicated reference pages covering supported CCaaS platforms, browsers, headsets, feature availability by edition, and product lifecycle status.
- [Platform compatibility](https://docs.operata.com/docs/compatibility-platforms.md): Certified CCaaS versions, softphones, and clients for the Operata Agent Experience Collector across Amazon Connect, Genesys Cloud, and NICE CXOne.
- [Cloud Collector](https://docs.operata.com/docs/concepts-cloud-collector.md): Runs inside your AWS account to read Amazon Connect Contact Trace Records from Kinesis, apply your redaction policy, and forward the filtered result to Operata.
- [Cloud Orchestrator](https://docs.operata.com/docs/concepts-cloud-orchestrator.md): Runs inside your AWS account to drive synthetic Heartbeat checks and Virtual Agent calls against your Amazon Connect instance, surfacing failures before real customers see them.
- [Contacts and interactions](https://docs.operata.com/docs/concepts-contacts-and-interactions.md): A Contact, an Interaction, and a Conversation are platform-specific names for one customer-side record Operata observes from start to end. Operata locks one term per platform.
- [Customer Journey Trace](https://docs.operata.com/docs/concepts-customer-journey-trace.md): How Operata correlates every contact, transfer, and platform handoff a single customer touches into one observable trace.
- [EventBridge](https://docs.operata.com/docs/concepts-eventbridge.md): Operata publishes every contact, agent, and Heartbeat event to a partner event bus in your AWS account via Amazon EventBridge — no HTTP endpoint required.
- [Insights](https://docs.operata.com/docs/concepts-insights.md): An insight is a named detection Operata derives from the observations on a contact — a known pattern, surfaced once per contact it applies to.
- [Privacy and redaction](https://docs.operata.com/docs/concepts-privacy-and-redaction.md): The model behind Operata redaction — what runs where, what you control, and what stays raw.
- [Signals and observations](https://docs.operata.com/docs/concepts-signals-and-observations.md): A signal is a single measurement a collector emits in flight. An observation is the persisted Operata record built from one or more signals and tied to a contact.
- [Kinesis Streams vs Firehose](https://docs.operata.com/docs/concepts-why-kinesis-streams.md): Operata reads Amazon Connect CTRs from a Kinesis Data Stream rather than a Kinesis Data Firehose because Streams support multiple concurrent consumers and Firehose does not.
- [Contact (Amazon Connect)](https://docs.operata.com/docs/contact.md): The contact fields Operata captures for each Amazon Connect Contact — identifiers, queue, direction, event timestamps, and CTR-derived fields when CTR collection is enabled.
- [Contact Flow Log redaction schema](https://docs.operata.com/docs/contact-flow-log-privacy.md): Field tiers, mandatory keep-list, and processing order for the Contact Flow Log redaction Lambda that runs in your AWS account.
- [Install Contact Flow Logs collection](https://docs.operata.com/docs/contact-flow-logs.md): Deploy the CloudFormation stack that streams Amazon Connect Contact Flow Logs from CloudWatch into Operata.
- [Contact Lens for Amazon Connect](https://docs.operata.com/docs/contact-lens.md): Deploy two CloudFormation stacks to stream Amazon Connect Contact Lens analytics into Operata alongside your existing Contact Trace Record data.
- [Estimate Contact Lens integration charges](https://docs.operata.com/docs/contact-lens-charges.md): AWS cost components for the Contact Lens CloudFormation stacks, with worked examples at 1 million contacts per month.
- [Contact Lens data](https://docs.operata.com/docs/contact-lens-data.md): The Amazon Connect Contact Lens fields Operata captures — real-time events, post-call events, and post-processing summaries delivered by the Cloud Collector.
- [Install Contact Lens collection](https://docs.operata.com/docs/contact-lens-installation.md): Deploy the Contact Lens Summary and Operata Rules CloudFormation stacks and confirm Contact Lens analytics appear in Operata within 15 minutes.
- [Contact Trace Records](https://docs.operata.com/docs/contact-trace-records.md): The Contact Trace Record (CTR) fields the Cloud Collector ingests from the Amazon Connect Kinesis stream and maps onto Operata contact records — account, contact, agent, and queue data.
- [Install CTR collection for Amazon Connect](https://docs.operata.com/docs/ctr-installation.md): Deploy the Cloud Collector CloudFormation stack to stream Amazon Connect Contact Trace Records into Operata.
- [API — Data Privacy Controls](https://docs.operata.com/docs/ctr-redaction-config.md): Control which Contact Trace Record fields reach Operata by configuring an allow-list or deny-list through the Operata API.
- [Account](https://docs.operata.com/docs/cxone-account.md): Account properties the Agent Experience Collector attaches to every NICE CXOne Interaction record, identifying the Operata group and source platform.
- [Agent](https://docs.operata.com/docs/cxone-agent.md): Agent-endpoint telemetry the Agent Experience Collector captures for each NICE CXOne Interaction — machine resources, browser, network, softphone versions, devices, and interaction metrics.
- [Agent feedback](https://docs.operata.com/docs/cxone-agent-feedback.md): Fields in the agent feedback payload — sent by the Agent Experience Collector when an agent reports an issue during or after a NICE CXOne Interaction.
- [Headset](https://docs.operata.com/docs/cxone-headset.md): Jabra headset device details and per-Interaction call-quality metrics captured by the Agent Experience Collector for NICE CXOne Interactions.
- [Insights](https://docs.operata.com/docs/cxone-insights.md): Insight detections Operata raises per NICE CXOne Interaction — including type, severity, measured value, and detection timestamp.
- [Interaction](https://docs.operata.com/docs/cxone-interaction.md): Core fields for each NICE CXOne Interaction — identifiers, direction, type, key event timestamps, recording URL, and disconnect reason — captured by the Agent Experience Collector.
- [WebRTC session](https://docs.operata.com/docs/cxone-webrtc-session.md): WebRTC (Web Real-Time Communication) session metrics the Agent Experience Collector captures for each NICE CXOne Interaction — signalling, ICE collection, media quality, and event-failure flags.
- [Install the Edge extension](https://docs.operata.com/docs/edge-extension.md): Install the Agent Experience Collector on Microsoft Edge via Microsoft Edge Add-ons or enterprise deployment, so every agent contact captures machine, network, and softphone telemetry.
- [Genesys Cloud](https://docs.operata.com/docs/genesys-data-reference.md): Field-level data reference for Genesys Cloud is in progress. Until it lands, see what Operata collects from Genesys Cloud and how to redact it.
- [Install the Genesys Cloud integration](https://docs.operata.com/docs/genesys-installation.md): Set up the OAuth client, Amazon EventBridge source, and Operata configuration to stream Genesys Cloud Conversations into Operata.
- [Genesys Cloud integration](https://docs.operata.com/docs/genesys-overview.md): Connect Genesys Cloud to Operata and get real-time CX observability over every Conversation — quality signals, analytics, and insights in one place.
- [Genesys Cloud redaction schema](https://docs.operata.com/docs/genesys-privacy.md): Field tiers, processing order, and the mandatory keep-list the Operata Fetcher Service enforces when it ingests Genesys Cloud Conversation data.
- [Geolocation and ISP](https://docs.operata.com/docs/geolocation-isp.md): City, region, country, and ISP for the agent endpoint, resolved by the Agent Experience Collector from the public IP address detected at the start of each Amazon Connect Contact.
- [How Operata works](https://docs.operata.com/docs/get-started-architecture.md): Collectors emit signals, Operata stores them as observations on a contact, the insight engine flags what matters, and Customer Journey Trace links contacts across platforms.
- [Overview](https://docs.operata.com/docs/get-started-overview.md): Operata is CX observability for cloud contact centers — real-time visibility over every contact, whether a human or an AI agent is on the line. Connect Amazon Connect, Genesys Cloud, or NICE CXOne, then query contacts, observations, and insights over the API or react to Amazon EventBridge events.
- [Configure Contact Flow Log redaction](https://docs.operata.com/docs/guides-configure-contact-flow-log-redaction.md): Apply a redaction policy to the contact-flow log Lambda so PII is stripped from every CloudWatch event before it reaches Operata.
- [Configure CTR redaction](https://docs.operata.com/docs/guides-configure-ctr-redaction.md): Strip PII from Amazon Connect Contact Trace Records before they leave your AWS account by setting an allow-list or deny-list through the Operata API.
- [Configure Genesys Cloud redaction](https://docs.operata.com/docs/guides-configure-genesys-redaction.md): Apply a redaction policy to the Operata Fetcher Service so PII is stripped from Genesys Cloud Conversation data before it reaches the Operata platform.
- [Configure Amazon Lex redaction](https://docs.operata.com/docs/guides-configure-lex-redaction.md): Apply a redaction policy to the Amazon Lex Lambda so PII is stripped from every Lex conversation event before it reaches Operata.
- [Connect ChatGPT to the Operata MCP server](https://docs.operata.com/docs/guides-mcp-chatgpt.md): What's needed for ChatGPT to connect to the Operata MCP Server, and what's pending on the OAuth side.
- [Connect Claude to the Operata MCP server](https://docs.operata.com/docs/guides-mcp-claude.md): Add the Operata MCP Server to Claude Desktop, Claude Code, or the Claude API so Claude can query your live Operata data over the Model Context Protocol.
- [Connect Cursor to the Operata MCP server](https://docs.operata.com/docs/guides-mcp-cursor.md): Add the Operata MCP Server to Cursor so you can query Operata data over the Model Context Protocol from inside the editor.
- [Operata MCP server tools](https://docs.operata.com/docs/guides-mcp-tools.md): Reference for the seven tools the Operata MCP Server exposes — schema discovery, trace search, analytical queries, full-trace retrieval, and span-level diagnostics.
- [Request SSO for your Operata account](https://docs.operata.com/docs/guides-request-sso.md): Send Operata the SAML 2.0 metadata it needs to enable single sign-on so your team signs in with corporate credentials.
- [Send your first observation](https://docs.operata.com/docs/guides-send-first-observation.md): Stream a real Amazon Connect contact into Operata and confirm it appears in the Contact summary list and over the API.
- [Configure Okta as an SSO identity provider](https://docs.operata.com/docs/guides-sso-okta.md): Set up a SAML 2.0 application in Okta so Operata users sign in through your corporate directory.
- [Headset compatibility](https://docs.operata.com/docs/headset-compatibility.md): Jabra headsets, operating systems, and browsers the Operata Agent Experience Collector supports for headset telemetry.
- [Headset logs](https://docs.operata.com/docs/headset-logs.md): Audio analytics, device details, and call-quality status from a Jabra headset, captured by the Agent Experience Collector for each Amazon Connect Contact.
- [Set up Heartbeat](https://docs.operata.com/docs/heartbeat-setup.md): Create the Amazon Connect routing profile, contact flow, Lambda binding, and phone number that drive Heartbeat synthetic test calls.
- [IAM policies](https://docs.operata.com/docs/iam-policies.md): The AWS Identity and Access Management (IAM) roles and policies Operata's Amazon Connect integration requires — trust policies, attached policies, and the administrator policy for manual deployments outside AWS CloudFormation.
- [Insights](https://docs.operata.com/docs/insights.md): The insights fields Operata attaches to each Amazon Connect Contact record — including detection type, severity, measured value, and timestamp for every insight raised on the contact.
- [Insights catalog](https://docs.operata.com/docs/insights-catalog.md): Every detection Operata runs over contact observations — names, categories, severities, pattern types, and thresholds.
- [Insights overview](https://docs.operata.com/docs/insights-overview.md): An insight is a named detection Operata derives from the observations on a contact — a known pattern, surfaced once per contact it matches.
- [Connect Amazon Connect to Operata](https://docs.operata.com/docs/integrations-amazon-connect-overview.md): Stream Contact Trace Records and related Amazon Connect data into Operata using the Cloud Collector.
- [Install the NICE CXOne integration](https://docs.operata.com/docs/integrations-nice-cxone-install.md): Connect a NICE CXOne tenant to Operata and verify the first Interaction record arrives.
- [NICE CXOne integration](https://docs.operata.com/docs/integrations-nice-cxone-overview.md): Connect NICE CXOne to Operata and get real-time CX observability over every Interaction — quality signals, analytics, and insights in one place.
- [Observability backends](https://docs.operata.com/docs/integrations-observability-overview.md): Operata forwards contact and signal events to your observability stack — Splunk, Datadog, and more — through Amazon EventBridge.
- [Choose your integration](https://docs.operata.com/docs/integrations-overview.md): Connect Amazon Connect, Genesys Cloud, or NICE CXOne and watch contacts and insights land in Operata.
- [Grant KMS access to the EventBridge Pipe](https://docs.operata.com/docs/kms-encryption.md): Add Kinesis and Amazon EventBridge Pipe statements to a customer-managed KMS key so the Cloud Collector can decrypt Contact Trace Records.
- [Install the Amazon Lex integration](https://docs.operata.com/docs/lex-integration.md): Deploy the CloudFormation stack that streams Amazon Lex V2 conversation events into Operata for correlation with Amazon Connect contacts.
- [Lex redaction schema](https://docs.operata.com/docs/lex-privacy.md): Field tiers, mandatory keep-list, and processing order for the Amazon Lex redaction Lambda that runs in your AWS account.
- [Machine, browser, and network data](https://docs.operata.com/docs/machine-browser-network.md): Browser name and version, CPU model, and IP addresses for the agent endpoint, captured by the Agent Experience Collector on every Amazon Connect Contact.
- [Install the Cloud Orchestrator](https://docs.operata.com/docs/orchestrator-installation.md): Deploy the Cloud Orchestrator CloudFormation stack into your AWS account so the ECS Fargate service starts and Heartbeat checks can run.
- [PII in Operata](https://docs.operata.com/docs/pii.md): What counts as personally identifiable information in the data Operata collects, and how redaction at the edge controls what leaves your environment.
- [Privacy and redaction overview](https://docs.operata.com/docs/privacy-and-redaction-overview.md): How Operata handles privacy and redaction — what runs at the edge, what you control, and where to configure it.
- [Product lifecycle](https://docs.operata.com/docs/product-lifecycle.md): Support phases, notice periods, and the current lifecycle status of every Operata product version.
- [Quickstart](https://docs.operata.com/docs/quickstart.md): One curl call, your Group ID, and an API token — your first Operata API response in 90 seconds.
- [Data collection — Amazon Connect](https://docs.operata.com/docs/resources-data-collection-amazon-connect.md): 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.
- [Example payloads](https://docs.operata.com/docs/resources-data-collection-examples.md): Complete example JSON payloads showing the data Operata collects at each Amazon Connect collection phase — pre-contact, during contact, and post-contact.
- [Data summary and frequency](https://docs.operata.com/docs/resources-data-collection-frequency.md): Every data group Operata collects, organized by collection phase — pre-contact, during contact, post-contact — with send frequency for each.
- [Data collection — Genesys Cloud](https://docs.operata.com/docs/resources-data-collection-genesys.md): How Operata collects Genesys Cloud data entirely through the agent-side Agent Experience Collector running in the agent's Chrome browser.
- [System CPU and memory usage](https://docs.operata.com/docs/system-resources.md): CPU idle/used percentages and memory available/total for the agent endpoint, sampled by the Agent Experience Collector across each Amazon Connect Contact.
- [Deploy the Heartbeat Virtual Agent](https://docs.operata.com/docs/virtual-agent.md): Deploy the Heartbeat Virtual Agent on Amazon ECS Fargate so it can log in to Amazon Connect and answer synthetic Heartbeat calls.
- [Troubleshoot the Virtual Agent](https://docs.operata.com/docs/virtual-agent-troubleshooting.md): Diagnose and fix a Heartbeat Virtual Agent that is not running, not logged in to Amazon Connect, or failing to answer synthetic calls.
- [Configure the VPN bypass URL](https://docs.operata.com/docs/vpn-bypass.md): Route the Operata lookup endpoint outside your VPN tunnel so Operata records each agent's true ISP and network location, not the VPN provider's exit address.
- [WebRTC session](https://docs.operata.com/docs/webrtc-session.md): Packet counts, MOS (mean opinion score), jitter, RTT (round-trip time), media and signalling endpoints, setup timers, and audio devices for each Amazon Connect Contact, captured by the Agent Experience Collector.

## OpenAPI Specs

- [operata-api](https://docs.operata.com/operata-api.json)
- [openapi](https://docs.operata.com/api-reference/openapi.json)

## Optional

- [Operata App](https://app.operata.io)
- [Help Centre](https://help.operata.com)
- [Status](https://status.operata.com)