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Service Health
The Service Health dashboard provides real-time visibility into the infrastructure that powers Agent Assist. Use it to verify that events are flowing correctly, diagnose connectivity issues, and monitor delivery performance.
Service health dashboard showing Pub/Sub status, Dialogflow connection, delivery metrics, and Socket.IO connections
Pub/Sub Health Monitor
Tracks the health of your Pub/Sub topics and subscriptions that deliver conversation events to Agent Assist.
| Metric | Description |
|---|---|
| Topic status | Whether the configured Pub/Sub topic exists and is accessible |
| Subscription lag | Number of unacknowledged messages in the subscription. A growing lag indicates processing bottlenecks. |
| Message age | Age of the oldest unacknowledged message. High values signal delivery delays. |
| Error rate | Percentage of messages that failed processing |
WARNING
A subscription lag that grows continuously indicates that Agent Assist is not processing events fast enough. Check service logs and consider scaling the ingest workers.
Dialogflow Connection Status
For tenants using Google CCAI mode, this panel shows the connection status to Dialogflow CX:
- Connected: Agent Assist is successfully communicating with the Dialogflow agent
- Degraded: Intermittent connectivity issues detected
- Disconnected: No connection to Dialogflow; suggestions will not be generated
Delivery Metrics
| Metric | Description |
|---|---|
| Messages processed | Total number of conversation events processed in the selected time window |
| Processing latency (p50/p95/p99) | Time from event receipt to suggestion delivery, broken down by percentile |
| Suggestion delivery rate | Percentage of processed events that resulted in a suggestion being delivered to an agent |
| Socket.IO connections | Number of active widget connections |
Event Inspector
The event inspector is a debugging tool that shows raw events flowing through the system in real time. Use it to:
- Verify that conversation events are arriving from your CCaaS platform
- Inspect event payloads for missing or malformed fields
- Trace a specific conversation's event chain from ingest to suggestion delivery
- Identify dropped events or processing errors
TIP
When troubleshooting a specific conversation, filter the event inspector by conversation ID to see only the events related to that session.