This document provides reference information for the session logs generated by CCAI Platform. Session logs are either event log entries or activity log entries.
Before you begin
Follow the instructions in View log entries to make sure you can view log entries.
Event log entries
Event logs represent user journey events that are logged with logName as
"projects/YOUR_PROJECT_ID/logs/contactcenteraiplatform.googleapis.com%2Fevents".
session_started
{
"insertId": "1dzd9wbf4zc5vu",
"jsonPayload": {
"message": "Session started",
"event": {
"payload": {
"session": {
"id": "session_1790",
"type": "call",
"created_at": 1774296771
}
},
"name": "session_started"
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"resource_container": "your-project-id",
"location": "us-central1",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975"
}
},
"timestamp": "2026-03-23T20:12:51.787560647Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": "call_1418"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:12:56.889085011Z"
}
session_participant_joined
{
"insertId": "1dzd9wbf4zc5vw",
"jsonPayload": {
"message": "End user joined call session",
"event": {
"name": "session_participant_joined",
"payload": {
"participant": {
"channel": "call",
"type": "end_user",
"call_id": "call_1418",
"id": "end_user"
},
"session": {
"id": "session_1790"
}
}
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"resource_container": "your-project-id",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"location": "us-central1"
}
},
"timestamp": "2026-03-23T20:12:51.943586113Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": "call_1418"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:12:56.889085011Z"
}
language_selection_started
{
"insertId": "1dzd9wbf4zc5vv",
"jsonPayload": {
"message": "Language selection started",
"event": {
"name": "language_selection_started",
"payload": {
"call": {
"id": 1418
}
}
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_container": "your-project-id",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975"
}
},
"timestamp": "2026-03-23T20:12:52.212309007Z",
"labels": {
"tracker_id": "call_1418",
"customer_domain_prefix": "your-ccaas-tenant-id"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:12:56.889085011Z"
}
language_selected
{
"insertId": "n1gy9df3bi5sm",
"jsonPayload": {
"event": {
"name": "language_selected",
"payload": {
"call": {
"id": 1418
},
"lang": "en",
"source": "timeout_default"
}
},
"message": "Language selected"
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id"
}
},
"timestamp": "2026-03-23T20:13:03.130059585Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": "call_1418"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:11.890007219Z"
}
ivr_greeting_started
{
"insertId": "n1gy9df3bi5sn",
"jsonPayload": {
"event": {
"payload": {
"call": {
"id": 1418
}
},
"name": "ivr_greeting_started"
},
"message": "IVR greeting started"
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_container": "your-project-id",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975"
}
},
"timestamp": "2026-03-23T20:13:03.496875306Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": "call_1418"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:11.890007219Z"
}
ivr_menu_message_started
{
"insertId": "n1gy9df3bi5so",
"jsonPayload": {
"message": "IVR menu message started",
"event": {
"payload": {
"menu": {
"id": 0,
"name": "Top Level Menu"
},
"call": {
"id": 1418
}
},
"name": "ivr_menu_message_started"
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id",
"location": "us-central1"
}
},
"timestamp": "2026-03-23T20:13:03.506947476Z",
"labels": {
"tracker_id": "call_1418",
"customer_domain_prefix": "your-ccaas-tenant-id"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:11.890007219Z"
}
ivr_menu_selected
{
"insertId": "kjoa9mf3tg837",
"jsonPayload": {
"message": "IVR menu selected",
"event": {
"name": "ivr_menu_selected",
"payload": {
"menu": {
"name": "test_va_calls",
"id": 25
},
"call": {
"id": 1418
}
}
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id",
"location": "us-central1"
}
},
"timestamp": "2026-03-23T20:13:28.236789184Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": "call_1418"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:36.908103947Z"
}
recording_message_started
{
"insertId": "1inxlmof3z742j",
"jsonPayload": {
"message": "Recording message started",
"event": {
"payload": {
"call": {
"id": 1418
}
},
"name": "recording_message_started"
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id"
}
},
"timestamp": "2026-03-23T20:13:30.487368828Z",
"labels": {
"tracker_id": "call_1418",
"customer_domain_prefix": "your-ccaas-tenant-id"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:36.459076137Z"
}
connecting_message_started
{
"insertId": "14ap6tef4aspj1",
"jsonPayload": {
"message": "Connecting message started",
"event": {
"payload": {
"call": {
"id": 1418
}
},
"name": "connecting_message_started"
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_container": "your-project-id",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975"
}
},
"timestamp": "2026-03-23T20:13:33.067612362Z",
"labels": {
"tracker_id": "call_1418",
"customer_domain_prefix": "your-ccaas-tenant-id"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:41.890683963Z"
}
dialogflow_conversation_created
{
"insertId": "kjoa9mf3tg83b",
"jsonPayload": {
"message": "Dialogflow conversation created for Virtual Agent",
"event": {
"payload": {
"session": {
"id": "session_1790"
},
"participant": {
"df_conversation_id": "103HyRtV2H6STKbPL6lIZ5Hcg",
"id": "virtual_agent_6"
},
"call": {
"id": "call_1418"
}
},
"name": "dialogflow_conversation_created"
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id"
}
},
"timestamp": "2026-03-23T20:13:30.199868602Z",
"labels": {
"tracker_id": "call_1418",
"customer_domain_prefix": "your-ccaas-tenant-id"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:36.908103947Z"
}
virtual_agent_connection_started
{
"insertId": "14ap6tef4aspj0",
"jsonPayload": {
"message": "Virtual agent connection started",
"event": {
"payload": {
"call": {
"id": 1418
}
},
"name": "virtual_agent_connection_started"
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id"
}
},
"timestamp": "2026-03-23T20:13:33.149727560Z",
"labels": {
"tracker_id": "call_1418",
"customer_domain_prefix": "your-ccaas-tenant-id"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:13:41.890683963Z"
}
session_participant_left
{
"insertId": "1fmgs2rf4apev7",
"jsonPayload": {
"event": {
"payload": {
"participant": {
"duration": 50000,
"call_id": "call_1418",
"id": "virtual_agent_6",
"channel": "call",
"reason": "finished",
"type": "virtual_agent"
},
"session": {
"id": "session_1790"
}
},
"name": "session_participant_left"
},
"message": "Virtual agent left call session"
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id"
}
},
"timestamp": "2026-03-23T20:14:26.884634842Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": "call_1418"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:14:31.894942649Z"
}
session_ended
{
"insertId": "i1cv88f468gmt",
"jsonPayload": {
"message": "Session ended",
"event": {
"name": "session_ended",
"payload": {
"session": {
"duration_ms": 236000,
"ended_at": 1774297007,
"transfer_count": 1,
"id": "session_1790"
}
}
}
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_container": "your-project-id",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975"
}
},
"timestamp": "2026-03-23T20:16:47.837294883Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": "call_1418"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:16:51.888053567Z"
}
agent_status_changed
{
"insertId": "gdi46xf4td0z8",
"jsonPayload": {
"event": {
"name": "agent_status_changed",
"payload": {
"agent": {
"from_status": "Available",
"to_status": "In-call",
"id": "user_5"
}
}
},
"message": "Agent status changed from Available to In-call"
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"location": "us-central1",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"resource_container": "your-project-id"
}
},
"timestamp": "2026-03-23T20:14:31.910173237Z",
"labels": {
"customer_domain_prefix": "your-ccaas-tenant-id",
"tracker_id": ""
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:14:36.893798835Z"
}
conference_participant_joined
{
"insertId": "10mq56sf3g341t",
"jsonPayload": {
"event": {
"payload": {
"call": {
"id": "call_1418"
},
"participant": {
"id": "user_5",
"type": "agent",
"channel": "call"
},
"session": {
"id": "session_1790"
}
},
"name": "conference_participant_joined"
},
"message": "Agent joined conference"
},
"resource": {
"type": "contactcenteraiplatform.googleapis.com/ContactCenter",
"labels": {
"resource_container": "your-project-id",
"resource_id": "c84940e8-4acb-4bf6-a7ec-406181fbd975",
"location": "us-central1"
}
},
"timestamp": "2026-03-23T20:14:37.487897723Z",
"labels": {
"tracker_id": "call_1418",
"customer_domain_prefix": "your-ccaas-tenant-id"
},
"logName": "projects/your-project-id/logs/contactcenteraiplatform.googleapis.com%2Fevents",
"receiveTimestamp": "2026-03-23T20:14:40.337106887Z"
}
Activity log entries
Activity logs align to the series of tasks that the CCAI Platform is
responsible for performing throughout a session. They are logged with logName
as
"projects/YOUR_PROJECT_ID/logs/contactcenteraiplatform.googleapis.com%2Factivity".
Activity logs list
The resources in the application for the component that generated the activity
are labeled in the textPayload of the activity logs. These values include the
following:
[Chatbot][VA Call / VA Chat][VA Call Latency][Virtual-Agent][VirtualAgent][Call][Chat][CRM-Server][External-Storage]GCS upload
To filter activity logs for a specific component, you can use a query similar to the following in Logs Explorer:
logName="projects/YOUR_PROJECT_ID/logs/contactcenteraiplatform.googleapis.com%2Factivity"
textPayload:"[CRM-Server]"
Replace the following:
[YOUR_PROJECT_ID: the ID of your project[CRM-Server]: the tag from the list you're querying