Las Vegas – September 07, 2026 -- Operata has extended its CX Observability platform to cover Agentic Virtual Agent (AVA), the AI voice agent within Genesys Cloud from Genesys, allowing interactions handled by the AI to be recorded on the same customer journey timeline as human agents and measured against identical performance standards.
Operata merges AI and human agent data into one timeline
The platform now integrates AI turns, handoffs, telephony, and human agent interactions into a single, connected record. This gives enterprise teams real-time, vendor-agnostic visibility across the full CX stack, including conversations managed entirely or partially by AVA.
AI agents reasoning through goals create new failure points to track
Unlike static scripted bots, AVA reasons through a goal, executes actions across systems, adapts when data is missing, and hands off to a human agent when required. Each step alters the final customer experience, and when a conversation fails, Operata says teams need the full sequence of events, in order, to isolate the root cause across every vendor involved.
Genesys Cloud users gain end-to-end root-cause tracing
Organizations running Genesys Cloud can now trace a customer conversation end-to-end and pinpoint the source of a failed interaction across every system in the chain, even though each individual vendor platform only reports accurately at its own edge. Operata centralizes that fragmented data into one location.
Gartner projects 40% of AI-deploying firms will adopt dedicated observability tools by 2028
Citing a Gartner press release from May 12, 2026, Operata noted that 40% of organizations deploying AI are expected to implement dedicated AI observability tools by 2028 to monitor model performance, bias and outputs. The company positions its evidence-capture approach — showing what the customer experienced, what the AI decided, and whether context carried over during handoffs — as an extension of that monitoring standard to the full customer journey.
CX AI Agent Observability for AVA launches on Genesys AppFoundry Marketplace
The integration, branded CX AI Agent Observability for Genesys Cloud Agentic Virtual Agent, is available immediately on the Genesys AppFoundry Marketplace.