How-to guides

Analyzing call center transcription data

• Filter conversations

  Filter your CCAI Insights conversations by certain characteristics.

• Import conversations using client tooling

  Use the CCAI Insights import tool to bulk import conversations.

• Export conversations to BigQuery

  Export your CCAI Insights conversation and analysis data in order to perform your own analyses in BigQuery.

• Enable Dialogflow runtime integration

  View your Agent Assist or Virtual Agents data in CCAI Insights.

• Enable Cloud Pub/Sub notifications

  Receive notifications each time a CCAI Insights event completes.

• Specify a time-to-live (TTL) on conversation data

  Specify an expiration time to automatically delete conversation data.

• Topic Modeling

  Discover topics (call drivers) in conversations between contact center agents and end-users.