Prerequisites
- Enable the Storage, Speech-to-Text, and Insights APIs to set up your project.
- Create and analyze a conversation.
- Import multiple conversations to CCAI Insights using client tooling or the API.
List conversations
The CCAI Insights console displays the most recent conversations associated with your project. Only 50 results are displayed at a time, starting with the most recent. To see earlier conversations, click Next page at the bottom of the table.
The list can also be filtered to select conversations that match specific criteria. You can apply the following filters to the list of conversations, in any combination:
Filter by upload time
Filter: For the list of conversations uploaded within the past hour, click 1H. To filter to those uploaded within the past six hours, one day, one week, and one month, click 6H, 1D, 1W, and 1M, respectively.
Apply a custom date-time range filter: Click Custom, enter the selected beginning and end date and times, and click Apply. The resulting list will include only those uploaded within this range. To remove this filter, click All.
Filter by transcript content
To filter conversations by the phrases they contain, click the conversation filter bar and then select Transcript from the autocomplete drop-down. Next, select either Includes or Excludes, enter the phrase you want to filter for, then click Apply. The list of conversations will be updated to include only those that include (or exclude) the given phrase. To remove this filter, click the X on the corresponding chip.
Filter by agent ID
To filter conversations according to the agent that handled them, click the conversation filter bar and then select "Agent ID" from the autocomplete drop-down. Next, type the agent's ID, then click Apply. The list of conversations will be updated to include only those that were handled by that agent. To remove this filter, click the X on the corresponding chip.