CCP error logs

The ccpErrorLogs array contains error and warning log entries the Amazon Connect Contact Control Panel (CCP) emits during a Contact. The Agent Experience Collector captures entries at WARN, ERROR, and CRITICAL severity, attaches them to the Contact record, and forwards them to Operata. These logs surface client-side softphone issues — failed WebRTC negotiations, microphone permission denials, signalling timeouts, Streams library exceptions — that don’t appear in Amazon Connect Contact Trace Records (CTRs). Entries appear on the Contact record in Operata Insights and via the GET /v1/data/ccplogs endpoint. For the Streams log subscription API the Collector uses, see the Amazon Connect Streams documentation.

Schema

"ccpErrorLogs": [
  {
    "timestamp": "2026-05-18T10:14:22.346Z",
    "level": "ERROR",
    "component": "WebRTC",
    "text": "Failed to get user media",
    "exception": {
      "name": "NotAllowedError",
      "message": "Permission denied",
      "stack": "NotAllowedError: Permission denied\n    at ..."
    },
    "contactId": "b0c9d4d1-aaaa-bbbb-cccc-ee75d4240340",
    "agentResourceId": "23aca65c-7bc8-4ead-b9e5-9df15f06b8af"
  }
]

Fields

Name	Type	Required	Description	Example
`timestamp`	string (ISO 8601)	yes	When the CCP logger wrote the entry. UTC.	`2026-05-18T10:14:22.346Z`
`level`	string	yes	Log severity. One of `WARN`, `ERROR`, `CRITICAL`. The Agent Experience Collector drops `INFO` and `DEBUG` entries before shipping.	`ERROR`
`component`	string	yes	The Streams library component that emitted the entry. Common values: `WebRTC`, `Softphone`, `Connection`, `Session`, `Agent`, `Contact`, `Streams`.	`WebRTC`
`text`	string	yes	The log message text.	`Failed to get user media`
`exception`	object	no	Exception details when the log entry was triggered by a thrown exception.	—
`exception.name`	string	no	Exception class name. Common values: `NotAllowedError`, `NotFoundError`, `AbortError`, `TimeoutError`, `InvalidStateError`.	`NotAllowedError`
`exception.message`	string	no	Exception message.	`Permission denied`
`exception.stack`	string	no	Exception stack trace, when available.	`NotAllowedError: Permission denied\n at ...`
`contactId`	string (UUID)	no	The Amazon Connect Contact ID active when the log entry was emitted. Absent for log entries emitted outside a Contact (such as CCP startup errors).	`b0c9d4d1-aaaa-bbbb-cccc-ee75d4240340`
`agentResourceId`	string (UUID)	no	The Amazon Connect agent ID active in the CCP.	`23aca65c-7bc8-4ead-b9e5-9df15f06b8af`

For the canonical CCP log schema and the full set of components the Streams library can emit, see the Amazon Connect Streams documentation.

Amazon Connect

Genesys Cloud

NICE CXOne

Schema

Fields

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Schema

Fields