Memahami entri log

Dokumen ini memberikan informasi referensi untuk log sesi yang dihasilkan oleh Platform CCAI. Log sesi berupa entri log peristiwa atau entri log aktivitas.

Catatan: Google dapat memperbarui entri log, termasuk skema log peristiwa. Lihat kembali dokumen ini untuk mengetahui info terbaru.

Sebelum memulai

Ikuti petunjuk di Melihat entri log untuk memastikan Anda dapat melihat entri log.

Entri log peristiwa

Log peristiwa merepresentasikan peristiwa perjalanan pengguna yang dicatat dengan logName sebagai "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"
}

Catatan: Dalam satu sesi, dapat ada beberapa peristiwa session_participant_joined dengan nilai participant.type yang berbeda. Jenis peserta dalam sesi dapat mencakup end_user, virtual_agent, agent, dan task_virtual_agent.

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"
}

Catatan: Dalam satu sesi, dapat ada beberapa peristiwa session_participant_left dengan nilai participant.type yang berbeda. Jenis peserta dalam sesi dapat mencakup end_user, virtual_agent, agent, dan task_virtual_agent.

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"
}

Entri log aktivitas

Log aktivitas sesuai dengan serangkaian tugas yang menjadi tanggung jawab CCAI Platform untuk dilakukan selama sesi. Peristiwa ini dicatat dengan logName sebagai "projects/YOUR_PROJECT_ID/logs/contactcenteraiplatform.googleapis.com%2Factivity".

Daftar log aktivitas

Resource dalam aplikasi untuk komponen yang menghasilkan aktivitas diberi label di textPayload log aktivitas. Nilai ini mencakup berikut ini:

• [Chatbot]
• [VA Call / VA Chat]
• [VA Call Latency]
• [Virtual-Agent]
• [VirtualAgent]
• [Call]
• [Chat]
• [CRM-Server]
• [External-Storage]
• GCS upload

Untuk memfilter log aktivitas komponen tertentu, Anda dapat menggunakan kueri yang mirip dengan berikut di Logs Explorer:

logName="projects/YOUR_PROJECT_ID/logs/contactcenteraiplatform.googleapis.com%2Factivity"
textPayload:"[CRM-Server]"

Ganti kode berikut:

• [YOUR_PROJECT_ID: ID project Anda
• [CRM-Server]: tag dari daftar yang Anda kueri