CX Observability now available for Genesys Cloud Agentic Virtual Agent (AVA)

Xperience, LAS VEGAS, Nevada. 2 September 2026. Operata, a CX Observability platform, has extended CX AI Agent Observability to Agentic Virtual Agent (AVA), part of Genesys Cloud™ from Genesys®, a global cloud leader in AI-Powered Experience Orchestration. Interactions handled by AVA are now recorded on the same customer journey as the human agent they hand to, and measured against the same standards.

One record across AI and human agents

Operata brings AI turns, handoffs, telephony, and human agent interactions into one connected timeline. Real-time visibility into live interactions, and vendor-agnostic measurement across the CX stack, including interactions handled by AVA.

Agentic voice agents change how customer conversations get resolved. Rather than following a script, AVA reasons through a goal, takes actions across systems and workflows, adapts when information is missing, and hands off to a human agent when needed. Each of those steps shapes what the customer experiences. When something breaks mid-conversation, teams need to see the whole interaction, in the order it happened, to understand why.

Teams running Genesys Cloud can trace a customer conversation end to end, to find the root cause of a failed interaction across every vendor in the chain. Every system in the CX stack reports accurately to its own edge. Operata records what happened across all of them, in one place.

Evidence to deploy with confidence

Operata holds the evidence underneath every interaction. The record shows what the customer experienced, what the AI decided, whether the context carried over in the handoff, and whether performance holds up release after release.

Gartner predicts that 40% of organizations deploying AI will implement dedicated AI observability tools by 2028 to monitor model performance, bias and outputs (Gartner® Press Release, 12 May 2026). Operata applies that record to the customer journey, across AI and human agents.

Availability

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

Read more about CX AI Agent Observability here.

About Operata

Operata is the world’s first CX Observability platform, built for the enterprise customer experience. Today’s CX infrastructure is a complex ecosystem of CCaaS vendors, AI platforms, global networks, browsers, and BPOs This fragmentation creates massive operational blind spots. Operata delivers the real-time visibility and absolute certainty enterprises need to boldly deploy AI while protecting the customer experience.

By capturing and correlating billions of technical, operational, and experience data points, Operata provides the indisputable, packet-level truth of every live interaction — whether an AI or human agent is on the line. This empowers IT and Ops teams to eradicate blind spots, end the blame game, slash MTTR from days to minutes, and safely execute their AI deployment and governance mandates.

Founded in Melbourne and built to serve global enterprises, Operata is trusted by customers like 3M, Accenture, Adobe, and ServiceNow. Ultimately, we exist to power better connection – for and with our customers, our partners, and our people. 

Genesys, Genesys Cloud and AppFoundry are trademarks or registered trademarks of Genesys Cloud Services, Inc. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. All other trademarks are the property of their respective owners.