Every Genesys Cloud 'AVA' conversation in one record

Genesys Cloud Agentic Virtual Agent (AVA) is now a verified Operata integration, live on the Genesys AppFoundry Marketplace. Operata seamlessly integrates across 50+ voice AI, CCaaS, and CX platforms, and now includes AVA. 

For enterprises running Genesys Cloud, adding AVA to the customer flow changes how you measure a conversation. AVA works to an outcome rather than a script, reasons through a goal, acts across your systems, adapts when information is missing, and hands to a human agent when the customer needs one.

Operata records every AVA turn, the telephony, the queue, and the human agent leg across the CX stack. This is the control layer for every customer interaction, whether AVA or a human agent handles the call. 

Your customer experiences all of it as one conversation. Your record of it should be one conversation too.

What Operata makes visible

Operata makes every turn visible in a single record of the end-to-end customer experience. You’ll see:

• Every AVA turn, with the transcript and the response the customer heard.
• Whether guardrails are triggered, by the customer or AVA, and where the conversation went next.
• The handoff to a human agent, including whether context carried across.
• Queue, routing, transfer, hold, and agent handling.
• Voice and media quality across the AI leg and the human leg, down to WebRTC and network conditions.
• How the session ended, whether it was marked resolved, escalated by the customer, or stopped by a guardrail. 

The proof behind every interaction

With the metrics, traces, and logs from every vendor in the delivery chain, Operata normalizes them to provide a single view of every step the customer experienced. 

Operata gives you real-time telemetry into live interactions, and vendor-agnostic measurement across the CX stack, including interactions handled by AVA.

In one platform, monitor, assure, diagnose and optimize AVA and human agents as they work together. 

• Operata service views and dashboards report AVA interactions next to your human agent estate.
• Tenor summarizes what happened on an individual call and why, and lets you query your entire CX environment in plain language. 
• The Operata Builder Experience puts the same telemetry data, plus Operata’s knowledge base, alongside your own AI agents and tools.

What you can do with it 

Operata uncovers the signals that lead to poor customer experiences, whether the cause is the carrier, the bot, or the human agent's environment. We capture every layer of the journey in one trace, so you see where the experience started to degrade, and not just where it showed up. 

A distorted bot response that left the customer in dead air, a triggered guardrail, or an agent who couldn't hear, could look like separate problems. With Operata, you uncover the inbound telephony that caused all three.  

One standard, one record, across AVA and human agents.

Availability

CX Observability for Genesys Cloud Agentic Virtual Agent is available now on the Genesys AppFoundry Marketplace. 

Read more about how Operata connects the end to end customer experience. 

Ready to see your AVA calls end to end? Book a demo.

Genesys, Genesys Cloud CX and AppFoundry are trademarks or registered trademarks of Genesys Cloud Services, Inc. All other trademarks are the property of their respective owners.

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