Overview: Amazon Connect

How Operata Data Collection Works

To deliver the key features offered by Operata, data is collected from two distinct sources:

1. Customer AWS environment (Cloud Collector) using AWS EventBridge pipes or a Lambda function provided by Operata.
2. Agent’s Browser extension (Agent Experience Collector) using the Operata Collector for Chrome or Edge.

Types of Data Collected by Operata

The type of data that is collected by Operata can be divided into two categories:

Customer Experience

Data pertaining to the calling party (customer), including Contact Trace Records (CTR) and Contact Lens data.

Agent Experience

Data pertaining to the agent's network and operating environment that comprises the Agent Experience (AX). This typically includes:

• Softphone logs
• Network performance data
• System performance metrics
• Headset telemetry
• End-user reported issues