How-to guides

Analyzing call center transcription data

• List conversations

  List your Insights conversations, and filter them by certain characteristics.

• Bulk import conversations using the API

  Import up to 10000 conversations from a Google Cloud Storage bucket.

• Bulk analyze conversations using the API

  Analyze multiple conversations in bulk.

• Query Agent Assist metrics from BigQuery

  Sample queries to analyze Agent Assist data in BigQuery.

• Enable Dialogflow runtime integration

  View your Agent Assist or Virtual Agents data in Insights.

• Enable Cloud Pub/Sub notifications

  Receive notifications each time a Insights event completes.

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

  Specify an expiration time to automatically delete conversation data.

• Query metrics

  Query metrics about the conversation data that you have in Insights.

• Topic modeling

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