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
