Agent Assist Call Detailed Records | OCP® Learning Center

Agent Assist Call Detailed Records are not yet supported through the OCP® Export Service. Support is planned for a future version. The records described in this page are currently delivered via Kafka.

Overview

Agent Assist (AA) generates call detailed records that capture every significant event during an agent-assisted conversation. These records are published to Kafka and contain information about dialog interactions, Natural Language Understanding (NLU) results, business flow instances, and antifraud data.

Two event types are sent to two different Kafka topics:

agent_assist_summary — sent on call start and call end
agent_assist_step — sent after each ASR final recognition event

All field names are serialized in snake_case in the JSON payload.

Event types

Message type	Kafka topic	Description
`agent_assist_start`	`agent_assist_summary`	Sent when the call starts.
`agent_assist_step`	`agent_assist_step`	Sent after each ASR final recognition event during the call.
`agent_assist_end`	`agent_assist_summary`	Sent when the call ends.

Field reference

Agent Assist configuration

Field	Type	Description
`aa_profile_id`	string	Agent Assist profile identifier.
`aa_profile_name`	string	Agent Assist profile name.
`message_type`	string	Type of the event. Possible values: `agent_assist_start`, `agent_assist_step`, `agent_assist_end`.
`version`	string	Active version of Agent Assist.
`region`	string	Region identifier.
`test_flag`	boolean	Indicates whether the event was generated during a test session.

OCP® fields

Field	Type	Description
`ocp_group_name`	string	OCP® group name.
`ocp_organization_id`	string	OCP® organization identifier.

CCaaS provider fields

Field	Type	Description
`master_id`	string	Unique identifier defined by the CCaaS provider.
`connection_id`	string	IVR-side dialog identifier in the case of a transfer. Can be null.
`agent_id`	string	Unique identifier of the agent.
`agent_skill`	string	Skill identifier assigned to the agent.
`ccaas_provider`	string	CCaaS provider identifier (for example, `niceInContact`).
`locale`	string	Locale identifier (for example, `en-US`).
`tenant_id`	string	Tenant identifier.

Dialog and stream information

Field	Type	Description
`dialog_id`	string	Concatenated identifier in the format `VBprofile_id.epoch.master_id`.
`dialog_time`	integer (int64)	Dialog start time in epoch milliseconds.
`stream_start_timestamp`	integer (int64)	Timestamp of the stream connection start.
`stream_end_timestamp`	integer (int64)	Timestamp of the stream end. Can be null.
`stream_duration`	integer (int64)	Duration of the stream in milliseconds. Calculated automatically when `stream_end_timestamp` is set. Can be null.
`step`	integer	Step number for this stream. Sent only in `agent_assist_step` events.
`step_timestamp`	integer (int64)	Step start timestamp in epoch milliseconds. Sent only in `agent_assist_step` events.
`step_duration`	string	Step duration in milliseconds. Sent only in `agent_assist_step` events.

NLU and business flow fields

Field	Type	Description
`nlu_result`	object	NLU result containing detected intents and entities. Sent only in `agent_assist_step` events. See NLU result object below.
`businessflow_instances`	array of objects	Business flow instances that fired or completed. Sent in `agent_assist_step` events when a business flow fires or completes. On call end, contains all business flows that fired during the call. See Business flow instance object below.

Participant and ASR result fields

The following fields are sent only in agent_assist_step events.

Field	Type	Description
`participant_type`	string	Type of conversation participant. Possible values: `AGENT`, `USER`.
`result`	object	ASR (Automatic Speech Recognition) result for the step.

Origin fields

Field	Type	Default value	Description
`origin.is_bot`	boolean	`false`	Indicates whether the origin is a bot.
`origin.vendor`	string	`omilia`	Vendor identifier.

Antifraud fields

The following fields are sent only in agent_assist_step events.

Field	Type	Description
`antifraud.liveness_detection`	object	Liveness detection data. Can be null. Contains `global_post` (float), `label` (string), `global_llr` (string), `global_num_frames` (integer).
`antifraud.blocklist`	object	Blocklist match data. Can be null. Contains `status`, `label`, `fraudster_id`, `blocklist_id`, `score`, `score_llr`, `score_nllr`, `speech_frames`, `size`.
`antifraud.ani_validation`	string	ANI validation result.

Other fields

Field	Type	Description
`summary`	string	Call summary text. Sent only in `agent_assist_end` events.

Nested objects

NLU result object

Field	Type	Description
`intents`	array of strings	List of detected intents.
`entities`	array of objects	List of detected entities. Each entity contains `name` (string), `value` (string), and `related_running_flow_instance_ids` (array of strings).

Business flow instance object

Field	Type	Description
`flow_instance_id`	string	Unique identifier of the business flow instance.
`flow_instance_status`	string	Status of the instance. Possible values: `NOT_STARTED`, `RUNNING`, `COMPLETED`, `REJECTED`, `FAILED`.
`intent`	string	Intent that triggered the business flow.
`description`	string	Description of the business flow.
`instance_completion_message`	string	Message produced when the instance completes.
`triggering_participant`	string	Participant that triggered the flow. Possible values: `USER`, `AGENT`.
`entity_instances`	array of objects	Required entities for the business flow and their current values. Each entry contains `entity_id` (string), `entity` (string), `value` (string), and `prompt` (string, guidance prompt for the agent).
`latest_seq_id`	integer	Latest sequence identifier for the instance.

Example payloads

Call start

JSON

{
  "message_type": "agent_assist_start",
  "region": "aws-eu-west-1",
  "version": "6.20.4",
  "ocp_group_name": "macu_dev",
  "ocp_organization_id": "15f7fbe2-9512-4c5b-ade5-0f4d792cae10",
  "master_id": "718478520153206908",
  "connection_id": "nic:4605741:718478520153206908",
  "agent_id": "agentId",
  "agent_skill": "vb_skill",
  "ccaas_provider": "niceInContact",
  "locale": "en-US",
  "origin": {
    "vendor": "omilia",
    "is_bot": false
  },
  "tenant_id": "4605741",
  "dialog_id": "AA.1762950497134.718478520153206908",
  "stream_start_timestamp": 1762950501402,
  "aa_profile_id": "8f1132ec-725d-485f-9c78-ebb83ad383ec",
  "aa_profile_name": "example_profile",
  "test_flag": true,
  "dialog_time": 1762950497134
}

Step event

JSON

{
  "message_type": "agent_assist_step",
  "region": "aws-eu-west-1",
  "version": "6.20.4",
  "nlu_result": {
    "intents": ["Verification"],
    "entities": [
      { "name": "MetaAction", "value": "help" },
      { "name": "DIALOGACT", "value": "GREET" }
    ]
  },
  "businessflow_instances": [
    {
      "latest_seq_id": 1,
      "intent": "Verification",
      "flow_instance_id": "c9c28431-1577-4052-8762-04032e50bdab",
      "flow_instance_status": "COMPLETED",
      "instance_completion_message": "Verification completed.",
      "triggering_participant": "AGENT"
    }
  ],
  "ocp_group_name": "macu_dev",
  "ocp_organization_id": "15f7fbe2-9512-4c5b-ade5-0f4d792cae10",
  "master_id": "718478520153206908",
  "connection_id": "nic:4605741:718478520153206908",
  "agent_id": "agentId",
  "agent_skill": "vb_skill",
  "ccaas_provider": "niceInContact",
  "locale": "en-US",
  "origin": { "vendor": "omilia", "is_bot": false },
  "tenant_id": "4605741",
  "dialog_id": "AA.1762950497134.718478520153206908",
  "step": 1,
  "stream_start_timestamp": 1762950501402,
  "step_timestamp": 1762950502560,
  "step_duration": "3862",
  "antifraud": {},
  "result": {
    "confidence": 1.0,
    "utterance": "hello how can I help you"
  },
  "aa_profile_id": "8f1132ec-725d-485f-9c78-ebb83ad383ec",
  "aa_profile_name": "example_profile",
  "test_flag": true,
  "dialog_time": 1762950497134,
  "participant_type": "AGENT"
}

Call end

JSON

{
  "message_type": "agent_assist_end",
  "region": "aws-eu-west-1",
  "version": "6.20.4",
  "businessflow_instances": [
    {
      "latest_seq_id": 1,
      "intent": "Verification",
      "flow_instance_id": "c9c28431-1577-4052-8762-04032e50bdab",
      "flow_instance_status": "COMPLETED",
      "instance_completion_message": "Verification completed.",
      "triggering_participant": "AGENT"
    }
  ],
  "ocp_group_name": "macu_dev",
  "ocp_organization_id": "15f7fbe2-9512-4c5b-ade5-0f4d792cae10",
  "master_id": "718478520153206908",
  "connection_id": "nic:4605741:718478520153206908",
  "agent_id": "agentId",
  "agent_skill": "vb_skill",
  "ccaas_provider": "niceInContact",
  "locale": "en-US",
  "origin": { "vendor": "omilia", "is_bot": false },
  "tenant_id": "4605741",
  "dialog_id": "AA.1762950497134.718478520153206908",
  "stream_start_timestamp": 1762950501402,
  "stream_end_timestamp": 1762950606820,
  "stream_duration": 105418,
  "summary": "The caller requested information about their account. The agent completed the verification process and provided the requested details.",
  "aa_profile_id": "8f1132ec-725d-485f-9c78-ebb83ad383ec",
  "aa_profile_name": "example_profile",
  "test_flag": true,
  "dialog_time": 1762950497134
}