Alibaba Cloud Call Center is integrated with Alibaba Cloud ActionTrail. You can use ActionTrail to view and retrieve behavioral logs and deliver them to Simple Log Service Logstores or specified OSS buckets. This helps you meet requirements for real-time auditing and issue analysis.
Cloud Call Center operation logs in ActionTrail
The audit logs for Cloud Call Center mainly contain API events. For OpenAPI events recorded in ActionTrail, the eventType is ApiCall. For more information about this value, see the API Reference Overview in the Developer Guide.
The following common ApiCall events are also described in API overview of Cloud Call Center.
Event name | Event meaning |
Get configurations in batches | |
Refresh a token | |
Send a voice satisfaction survey | |
Get the list of IVR flows | |
Add phone numbers in batches | |
Get the region of a phone number | |
Select an outbound number based on the callee's region | |
Initiate a back-to-back call | |
Create a skill group | |
Get the list of skill groups | |
List the skill groups associated with an agent | |
Get the transferable skill groups of a Cloud Call Center instance | |
Import Customer Service Agents | |
Get the list of agents | |
Query agent logs | |
Download a recording | |
Get call detail records | |
Agent summary report | |
Skill group summary report | |
Save WebRTC statistics | |
Get the details of a Cloud Call Center instance | |
Send a text message |
Sample Cloud Call Center log
The following example shows a log record from ActionTrail for the ListConfig API event in Cloud Call Center.
{
"eventId": "21A29A59-078C-4C88-9352-9F90BA5820C4",
"eventVersion": 1,
"eventSource": "ccc.cn-shanghai.aliyuncs.com",
"requestParameters": { // Request parameters of the API
"ConfigItem.4": {
"name": "SatisfactionSurvey",
"DimensionName": "instance"
},
"ConfigItem.3": {
"name": "ShowCalleeID",
"DimensionName": "instance"
},
"AcsHost": "ccc.cn-shanghai.aliyuncs.com",
"ConfigItem.2": {
"name": "ShowCalledID",
"DimensionName": "instance"
},
"ConfigItem.1": {
"name": "AllowHangup",
"DimensionName": "instance"
},
"RequestId": "21A29A59-078C-4C88-9352-9F90BA5820C4",
"ConfigItem.8": {
"name": "AllowChooseSkillGroup",
"DimensionName": "instance"
},
"ConfigItem.7": {
"name": "enableRecord",
"DimensionName": "instance"
},
"InstanceId": "13c33db2-41a5-b0d0-e9e96614ad32",
"ConfigItem.6": {
"name": "SmsSatisfactionSurvey",
"DimensionName": "instance"
},
"ConfigItem.5": {
"name": "AutoAnswerCall",
"DimensionName": "instance"
},
"HostId": "ccc.cn-shanghai.aliyuncs.com",
"AcsProduct": "CCC",
"ConfigItem.9": {
"name": "SettingWorkbenchLogLevel",
"DimensionName": "instance"
},
"RegionId": "cn-shanghai"
},
"sourceIpAddress": "XXX.XXX.XXX.XXX", // Source IP address of the event
"userAgent": "AlibabaCloud (Linux; amd64) Java/1.8.0_152-b187 Core/4.4.5 HTTPClient/ApacheHttpClient",
"eventType": "ApiCall",
"userIdentity": { // Identity information of the requester
"accessKeyId": "XXXX",
"sessionContext": {
"attributes": {
"mfaAuthenticated": "false"
}
},
"accountId": "105980482XXXX", // ID of the Alibaba Cloud account
"principalId": "23921848911XXXX", // ID of the requester
"type": "ram-user", // RAM user
"userName": "gudihui2"
},
"serviceName": "CloudCallCenter", // Name of the related cloud service
"additionalEventData": {
"Scheme": "http"
},
"apiVersion": "2017-07-05",
"requestId": "21A29A59-078C-4C88-9352-9F90BA5820C4",
"eventTime": "2021-02-03T04:10:08Z", // Time when the event occurred (in UTC)
"isGlobal": false,
"acsRegion": "cn-shanghai", // Alibaba Cloud region
"eventName": "ListConfig" // Event name
}