Which Counter-Strike operation introduced playable character agents with distinct appearances?

Operation Shattered Web introduced playable character agents with distinct appearances in Counter-Strike: Global Offensive.

Operation Shattered Web launched in November 2019 and added agent skins, which gave players alternative visual models for terrorists and counter-terrorists. These agents changed a character’s appearance while preserving the team’s gameplay role and standard weapon access. Some agents also included voice lines or distinctive visual details.

The operation used missions, stars, collections, and rewards to structure progression. It also added new weapon finishes, stickers, and other cosmetic items. Agent models became a notable part of Counter-Strike’s customization system, although their visibility in competitive play generated debate because certain models could blend into particular backgrounds.

Operation Shattered Web should not be confused with later operations such as Broken Fang or Riptide. Those operations also offered agents and cosmetic rewards, but Shattered Web was the update that first introduced the agent system to CS:GO. The content was cosmetic rather than a new class-based gameplay system.