ActionTrail-cloud customer service system(CCS)-阿里云帮助中心

Alibaba Cloud Call Center is integrated with Alibaba Cloud ActionTrail. You can use ActionTrail to view and retrieve behavioral logs and deliver them to a Simple Log Service Logstore or a specified OSS bucket. This allows for real-time auditing and issue analysis.

Operation logs for Cloud Call Center recorded in ActionTrail

Audit logs for Cloud Call Center primarily contain API events. For OpenAPI events, the event type is recorded as ApiCall in ActionTrail. For a description of this event, see the API Reference Overview in the developer guide.

The following list explains common ApiCall events documented in the API Overview of Cloud Call Center:

For more information, see ActionTrail and API overview.

Event name	Event description
ListConfig	Get configurations in batches
RefreshToken	Refresh a token
LaunchAppraise	Send a voice satisfaction survey
ListContactFlows	Get a list of IVR flows
AddBulkPhoneNumbers	Add phone numbers in batches
GetNumberRegionInfo	Get the region of a phone number
PickGlobalOutboundNumbers	Select a number based on the callee's region
StartBack2BackCall	Start a back-to-back call
CreateSkillGroup	Create a skill group
ListSkillGroups	Get a list of skill groups
ListSkillGroupsOfUser	Get the list of skill groups associated with an agent
ListTransferableSkillGroups	Get the transferable skill groups of a Cloud Call Center instance
AssignUsers	Import agents
ListUsers	Get a list of agents
ListAgentEvents	Query agent log information
DownloadRecording	Download a recording
ListCallDetailRecords	Get call detail records
ListAgentSummaryReports	Agent Summary Report
ListSkillGroupSummaryReports	Skill Group Summary Report
SaveWebRTCStats	Save WebRTC statistics
GetInstance	Get the details of a Cloud Call Center instance
SendPredefinedShortMessage	Send a text message

Example log for Cloud Call Center

The following is an example of a log record from ActionTrail. This log records an operation for the `ListConfig` API event in Cloud Call Center.

{
  "eventId": "21A29A59-078C-4C88-9352-9F90BA5820C4",
  "eventVersion": 1,
  "eventSource": "ccc.cn-shanghai.aliyuncs.com",
  "requestParameters": { // The input parameters for the API request
    "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": "203.209.XX.XX", // The 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": { // The identity of the requester
    "accessKeyId": "XXXXXXXXXXXXXXXXXXXXXXX",
    "sessionContext": {
      "attributes": {
        "mfaAuthenticated": "false"
      }
    },
    "accountId": "1059804828509", // The ID of the Alibaba Cloud account
    "principalId": "23921848911****", // The ID of the current requester
    "type": "ram-user", // RAM user
    "userName": "gudihui2"
  },
  "serviceName": "CloudCallCenter", // The name of the cloud service related to the event
  "additionalEventData": {
    "Scheme": "http"
  },
  "apiVersion": "2017-07-05",
  "requestId": "21A29A59-078C-4C88-9352-9F90BA5820C4",
  "eventTime": "2021-02-03T04:10:08Z", // The time when the event occurred, in UTC format
  "isGlobal": false,
  "acsRegion": "cn-shanghai", // The Alibaba Cloud region
  "eventName": "ListConfig" // The event name 
}