# Operata Docs

> Operata is the observability control layer for CX. Monitor, assure, diagnose and improve performance across your AI and human-powered CX stack. In real time.

- [Overview](https://docs.operata.com/docs/get-started-overview.md): Operata is the observability control layer for CX. It connects the dots across technical, operational, and experience data from the whole customer journey, so you can improve it.
- [How Operata works](https://docs.operata.com/docs/get-started-architecture.md): Operata collects signals at the edge, interprets them as observations and insights in one pipeline, and exposes the result through applications, an API, and an agentic layer.
- [The Operata 'Why' in < 90 seconds](https://docs.operata.com/docs/help/videos/the-operata-why-in-90-seconds.md): Watch this video for a quick summary of Operata
- [Operata Product Overview in < 3 minutes](https://docs.operata.com/docs/help/videos/operata-product-overview-in-3-minutes.md): Here's a great way to get an overview of Operata and how we help businesses.
- [Collect](https://docs.operata.com/docs/signal-overview.md): Collection is where Operata data starts. Four collection types run in the agent's browser and in the cloud, emit timestamped measurements, and apply your redaction policy before anything crosses the boundary to Operata.
- [Cloud collection](https://docs.operata.com/docs/concepts-cloud-collection.md): How contact records from your contact center platform reach Operata, what path each platform takes, and where your redaction policy is applied on the way.
- [Agent Collector](https://docs.operata.com/docs/collector-overview.md): The Agent 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.
- [What cloud collection adds](https://docs.operata.com/docs/cloud-collection-benefits.md): Browser collection alone misses how a contact originated, how it was delivered, and where it was transferred. Cloud collection fills those gaps and unlocks coverage reporting, agent grouping, Data Teams, and customer experience metrics.
- [Monitor](https://docs.operata.com/docs/core-overview.md): Core is the CX telemetry pipeline. It ingests signals, correlates them to a contact, applies redaction and validation, stores the result as observations, and derives insights and journeys from them.
- [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.
- [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.
- [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.
- [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.
- [Insights catalog](https://docs.operata.com/docs/insights-catalog.md): Every detection Operata runs over contact observations — names, categories, severities, pattern types, and thresholds.
- [Custom Dashboard Creation](https://docs.operata.com/docs/help/custom-dashboard-creation.md): There is a new process to create/edit Custom Dashboards - here's how.
- [Workflow](https://docs.operata.com/docs/help/workflow.md)
- [Assure](https://docs.operata.com/docs/surface-overview.md): Surface is the application layer — the dashboards, synthetic assurance, and account controls that put observations and insights in front of a person.
- [Amazon Connect - Heartbeat test results (new)](https://docs.operata.com/docs/help/amazon-connect-heartbeat-test-results-new.md): What the results pages will look like when updated..
- [Agent Readiness Test](https://docs.operata.com/docs/help/agent-readiness-test.md): Agents score the playback quality of their test recording, while technical performance metrics are captured in Operata.
- [Softphone issues](https://docs.operata.com/docs/diagnose-softphone-issues.md): Softphone errors come from the agent's browser, not your contact center platform's cloud. Here's where Operata surfaces them and how to work out which ones matter.
- [Proxies and the agent softphone](https://docs.operata.com/docs/diagnose-proxies-and-softphones.md): A proxy between the agent's browser and your contact center cloud can delay softphone traffic enough to drop calls and freeze softphone controls. Here's how to recognize it and prove it.
- [Why missed-call data varies with collector coverage](https://docs.operata.com/docs/help/missedcallagent.md): What Operata records for a missed call changes depending on which agents run the Agent Collector and whether cloud collection is enabled. Here are all four combinations.
- [Tools and logs](https://docs.operata.com/docs/diagnose-tools-and-logs.md): When the dashboards aren't enough, Operata gives you the raw logs and a set of diagnostic tools. Here's what's available and when to reach for each.
- [Checking Operata service status and reporting platform issues](https://docs.operata.com/docs/help/checking-operata-service-status-and-reporting-platform-issues.md): How to check whether Operata is experiencing a platform issue, quick self-service checks to try first, and how to report an issue to the Operata support team with the right information.
- [Getting help and reporting issues](https://docs.operata.com/docs/help/getting-help-and-reporting-issues.md): How to get any questions answered and report issues with Operata
- [How Tenor works](https://docs.operata.com/docs/tenor-overview.md): Tenor is the agentic layer over Operata CX observability data — a CX AI agent that works for people and for other AI agents.
- [Tenor for human agents](https://docs.operata.com/docs/help/agent-copilot.md): The agent interface to report issues and to get self-fix CX notifications.
- [Tenor for human agents — notifications](https://docs.operata.com/docs/help/new-agent-notifications.md): There are some new notifications to help guide your day.
- [Teammates](https://docs.operata.com/docs/help/teammates.md): How to add, edit and delete users (Teammates) and what the Role types give access to.
- [How to activate your Operata account (and what to do if it fails)](https://docs.operata.com/docs/help/how-to-activate-your-operata-account-and-what-to-do-if-it-fails.md): Step-by-step guide to activating your Operata account, with fixes for the most common activation errors including expired links and undelivered emails.
- [Data Teams](https://docs.operata.com/docs/help/data-teams.md): Give the right people access to only the data they need..
- [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.
- [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.
- [Data Retention](https://docs.operata.com/docs/help/data-retention.md): How long will data be retained in Operata?
- [Amazon Connect - How can I report Agent interaction and hold Time?](https://docs.operata.com/docs/help/amazon-connect-how-can-i-report-agent-interaction-and-hold-time.md): Operata bills Amazon Connect usage on agent interaction and hold time, measured in minutes. Here's how to find those figures in your Amazon Connect account.
- [Genesys Cloud CX - How can I report Agent talk and hold time?](https://docs.operata.com/docs/help/genesys-cloud-cx-how-can-i-report-agent-talk-and-hold-time.md): Operata charges for Genesys Cloud CX are based on the minutes of Agent talk and hold time, here's how to find this detail.
- [Product lifecycle](https://docs.operata.com/docs/product-lifecycle.md): Support phases, notice periods, and the current lifecycle status of every Operata product version.
- [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.
- [Dashboard Changes](https://docs.operata.com/docs/help/dashboard-changes.md): Changes as part of Dashboard re-platforming
- [Choose your integration](https://docs.operata.com/docs/integrations-overview.md): Every Operata deployment pairs a platform integration with the Agent Collector. Pick your contact center platform and install both.
- [Enablement](https://docs.operata.com/docs/help/service-enablement.md): The technical and operational stages of Operata enablement, progressed either during your trial or when you move to a paid Operata service.
- [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 Collector across Amazon Connect, Genesys Cloud, and NICE CXOne.
- [Browser compatibility](https://docs.operata.com/docs/browser-compatibility.md): Chrome and Edge versions certified for the Operata Agent Collector.
- [Headset compatibility](https://docs.operata.com/docs/headset-compatibility.md): Jabra headsets, operating systems, and browsers the Operata Agent Collector supports for headset telemetry.
- [Which URLs and protocols will I need to allow so I can use Operata?](https://docs.operata.com/docs/help/which-urls-and-protocols-will-i-need-to-allow-so-i-can-use-operata.md): What you need to allow Operata on your network
- [Amazon Connect - data network capacity used for Monitoring and CCP log collection](https://docs.operata.com/docs/help/amazon-connect-data-network-capacity-used-for-monitoring-and-ccp-log-collection.md): With the Chrome Extension is installed and Log collection enabled, Operata passes data and CCP logs to Operata, but how much data is passed?
- [How to find my Operata Group ID](https://docs.operata.com/docs/help/how-to-find-my-operata-group-id.md): Several integration processes need you to enter the Operata. Group ID - here's how to find it.
- [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.
- [Amazon Connect: what the AWS integration adds](https://docs.operata.com/docs/help/aws-integration-benefits.md): What CTR and conversational analytics data add to Operata on Amazon Connect: complete contact records, coverage comparison, Hierarchy group filtering, Data Teams, and customer experience metrics.
- [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.
- [Amazon Connect enablement](https://docs.operata.com/docs/enablement-amazon-connect.md): The Amazon Connect-specific steps in Operata enablement — CTR collection, conversational analytics, EventBridge, and Heartbeat.
- [Amazon Connect: 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.
- [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.
- [Deploy the Operata AWS stacks with Terraform](https://docs.operata.com/docs/terraform-deployment.md): Deploy the Operata Cloud Collector v3 stacks into your AWS account using Operata's pre-synthesized Terraform JSON files.
- [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.
- [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.
- [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.
- [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.
- [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.
- [Amazon Connect: 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.
- [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.
- [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.
- [Estimate conversational analytics integration charges](https://docs.operata.com/docs/conversational-analytics-charges.md): AWS cost components for the conversational analytics CloudFormation stacks, with worked examples at 1 million contacts per month.
- [Conversational analytics for Amazon Connect](https://docs.operata.com/docs/conversational-analytics.md): Deploy two CloudFormation stacks to stream Amazon Connect conversational analytics into Operata alongside your existing Contact Trace Record data.
- [Install conversational analytics collection](https://docs.operata.com/docs/conversational-analytics-installation.md): Deploy the Contact Lens Summary and Operata Rules CloudFormation stacks and confirm conversational analytics data appears in Operata within 15 minutes.
- [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.
- [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.
- [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 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.
- [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.
- [Amazon Connect: capture WebRTC diagnostics](https://docs.operata.com/docs/help/dump-function-amazon-connect.md): Run the Operata dump function in the agent's browser console to capture the live WebRTC session when Operata isn't collecting the data it should.
- [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 enablement](https://docs.operata.com/docs/enablement-genesys.md): The Genesys Cloud-specific steps in Operata enablement — OAuth client, EventBridge source, and redaction policy.
- [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](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.
- [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.
- [NICE CXOne enablement](https://docs.operata.com/docs/enablement-nice-cxone.md): The NICE CXOne-specific steps in Operata enablement — tenant connection and Agent Collector tagging.
- [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.
- [Agent headsets and AI audio tooling](https://docs.operata.com/docs/integrations-headsets-and-audio-tooling.md): The Agent Collector reads the agent's audio path — the headset itself, and any AI audio processing sitting between the headset and the softphone. Here's what Operata captures and how to set each vendor up.
- [Install the Chrome extension](https://docs.operata.com/docs/chrome-extension.md): Install the Agent Collector on Google Chrome via the Chrome Web Store or enterprise deployment, so every agent contact captures machine, network, and softphone telemetry.
- [Install the Edge extension](https://docs.operata.com/docs/edge-extension.md): Install the Agent Collector on Microsoft Edge via Microsoft Edge Add-ons or enterprise deployment, so every agent contact captures machine, network, and softphone telemetry.
- [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.
- [Jabra quick start](https://docs.operata.com/docs/help/jabra-quick-start.md): The Engage range of Headsets can provide additional data to Operata for some unique insights, but there are some prerequisites.
- [Krisp integration](https://docs.operata.com/docs/help/krisp-integration.md): Operata reads the headset connected through Krisp, plus whether Krisp noise cancellation and accent conversion were active on the call.
- [Sanas integration](https://docs.operata.com/docs/help/sanas-integration.md): Operata reads the headset connected behind the Sanas application, so device attribution survives the audio processing layer.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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 Collector — and joins them on the contact ID.
- [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 Collector running in the agent's Chrome browser.
- [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.
- [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.
- [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.
- [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 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.
- [Conversational analytics data](https://docs.operata.com/docs/conversational-analytics-data.md): The Amazon Connect conversational analytics fields Operata captures — real-time events, post-call events, and post-processing summaries delivered by the Cloud Collector.
- [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.
- [Agent](https://docs.operata.com/docs/agent.md): The serviceAgent fields the Agent Collector captures for each Amazon Connect Contact — machine resources, browser, network, softphone versions, and interaction metrics.
- [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 Collector.
- [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 Collector on every Amazon Connect Contact.
- [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 Collector across each Amazon Connect Contact.
- [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 Collector for each Amazon Connect Contact.
- [Geolocation and ISP](https://docs.operata.com/docs/geolocation-isp.md): City, region, country, and ISP for the agent endpoint, resolved by the Agent Collector from the public IP address detected at the start of each Amazon Connect Contact.
- [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 Collector.
- [Agent feedback](https://docs.operata.com/docs/agent-feedback.md): The structured feedback agents submit from the Agent Collector toolbar when reporting an issue during an Amazon Connect Contact.
- [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 Collector.
- [Account](https://docs.operata.com/docs/cxone-account.md): Account properties the Agent Collector attaches to every NICE CXOne Interaction record, identifying the Operata group and source platform.
- [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 Collector.
- [Agent](https://docs.operata.com/docs/cxone-agent.md): Agent-endpoint telemetry the Agent 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 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 Collector for NICE CXOne Interactions.
- [WebRTC session](https://docs.operata.com/docs/cxone-webrtc-session.md): WebRTC (Web Real-Time Communication) session metrics the Agent Collector captures for each NICE CXOne Interaction — signalling, ICE collection, media quality, and event-failure flags.
- [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.
- [Operata MCP server](https://docs.operata.com/docs/guides-mcp-intro.md): Connect an AI client to the Operata MCP Server to query your live traces, run analytics, and search the knowledge base over the Model Context Protocol.
- [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.
- [Connect ChatGPT to the Operata MCP server](https://docs.operata.com/docs/guides-mcp-chatgpt.md): Add the Operata MCP Server to ChatGPT as a custom connector over OAuth so you can query your live Operata data from a chat.
- [Connect OpenCode to the Operata MCP server](https://docs.operata.com/docs/guides-mcp-opencode.md): Add the Operata MCP Server to OpenCode so you can query Operata data over the Model Context Protocol from your editor.
- [Microsoft Copilot Studio](https://docs.operata.com/docs/guides-mcp-copilot-studio.md): Add the Operata MCP Server as a tool in a Copilot Studio agent, so your team can ask about call quality and customer journeys in plain language.
- [GitHub Copilot](https://docs.operata.com/docs/guides-mcp-github-copilot.md): Configure GitHub Copilot in VS Code, Visual Studio, JetBrains, or the Copilot CLI to query your Operata traces over the Model Context Protocol.
- [Operata MCP server tools](https://docs.operata.com/docs/guides-mcp-tools.md): Reference for the twelve tools the Operata MCP Server exposes — schema discovery, group selection, trace search, analytical queries, full-trace retrieval, span-level diagnostics, and agent data.
- [Troubleshoot the Operata MCP server](https://docs.operata.com/docs/guides-mcp-troubleshooting.md): Fixes for common Operata MCP Server problems: connection errors, missing tools, authentication failures, group access, and empty query results.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [Query CCP logs](https://docs.operata.com/docs/api-ccp-logs.md): Fetch raw Contact Control Panel (CCP) log entries captured by the Agent Collector for one agent across a time window — to inspect agent-side errors, state transitions, and timing.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [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.
- [API changelog](https://docs.operata.com/docs/api-changelog.md): Versioned changes to the Operata API: new endpoints, fields, deprecations, and breaking changes.

## OpenAPI Specs

- [operata-api](/operata-api.json)