Query conversations using the Console

Prerequisites

  1. Enable the Storage, Speech-to-Text and Insights APIs to set up your GCP project.
  2. Create and analyze a conversation.
  3. Import multiple conversations to CCAI Insights using client tooling or the API.

Query 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 the "next page" button 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

To filter the list of conversations to only those uploaded within the past hour, click the "1H" button. Similarly, the "6H", "1D", "1W", and "1M" will filter the list of conversations to those uploaded within the past six hours, one day, one week, and one month, respectively. To apply a custom date-time range filter, click the "Custom" button, input the date and times for the beginning and end of your desired range, and click "Apply". The list of conversations will be updated to include only those uploaded within the selected date-time range. To remove this filter, click the "All" button.

Filter by transcript content

To filter conversations by the phrases they contain, click the conversation filter bar and then select "Transcript" from the autocomplete dropdown. Next, select either "Includes" or "Excludes", input 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" button 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 dropdown. 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" button on the corresponding chip.