ログエントリについて

このドキュメントでは、CCAI プラットフォームによって生成されるセッションログのリファレンス情報を提供します。セッションログは、イベントログエントリ またはアクティビティ ログエントリです。

注: Google は、イベントログ スキーマなどのログエントリを更新する場合があります。更新については、このドキュメントを参照してください。

始める前に

ログエントリを表示するの手順に沿って、 ログエントリを表示できることを確認してください。

イベントログエントリ

イベントログは、ユーザー ジャーニー イベントを表します。これらのイベントは、logName を使用して "projects/YOUR_PROJECT_ID/logs/contactcenteraiplatform.googleapis.com%2Fevents"として記録されます。

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"
}

注: セッションでは、session_participant_joined イベント の値が異なる participant.type が複数存在する可能性があります。セッションの参加者のタイプには、end_user、virtual_agent、agent、task_virtual_agent などがあります。

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"
}

注: セッションでは、session_participant_left イベント の値が異なる participant.type が複数存在する可能性があります。セッションの参加者のタイプには、end_user、virtual_agent、agent、task_virtual_agent などがあります。

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"
}

アクティビティ ログエントリ

アクティビティ ログは、セッション全体で CCAI プラットフォームが実行する一連のタスクに対応しています。logName として "projects/YOUR_PROJECT_ID/logs/contactcenteraiplatform.googleapis.com%2Factivity"記録されます。

アクティビティ ログリスト

アクティビティを生成したコンポーネントのアプリケーション内のリソースは、アクティビティ ログの textPayload にラベル付けされます。これらの値には次のものがあります。

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

特定のコンポーネントのアクティビティ ログをフィルタするには、ログ エクスプローラで 次のようなクエリを使用します。

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

次のように置き換えます。

• [YOUR_PROJECT_ID: オブジェクトの ID
• [CRM-Server]: クエリを実行するリストのタグ