Operata, a leading CX Observability platform, has extended its CX 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 exact same customer journey as the human agents they hand off to, allowing them to be measured against identical standards.
Unified Timeline Across AI and Human Agents
Operata integrates AI turns, handoffs, telephony, and human agent interactions into a single, connected timeline. This delivers real-time visibility into live interactions and provides vendor-agnostic measurement across the entire CX stack, including interactions managed by AVA.
Agentic voice agents are fundamentally changing how customer conversations are resolved. Rather than following a static script, AVA reasons through a goal, executes actions across systems and workflows, adapts when information is missing, and seamlessly hands off to a human agent when necessary. Each of these steps shapes the final customer experience. When an issue occurs mid-conversation, teams require full visibility into the entire interaction, in the exact order it happened, to accurately identify the cause.
Teams running Genesys Cloud can now trace a customer conversation end-to-end, pinpointing the root cause of a failed interaction across every vendor in the chain. While every system in the CX stack reports accurately to its own edge, Operata records what happened across all of them in one centralized location.
Evidence to Deploy with Confidence
Operata captures the concrete evidence beneath every interaction. The record clearly demonstrates what the customer experienced, what the AI decided, whether the context successfully carried over during the handoff, and whether performance remains stable 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 rigorous record-keeping to the customer journey, spanning both AI and human agents.
