Query metrics

Query metrics about the conversation data that you have in CCAI Insights. These metrics include, for example, the total conversation count, average silence percentage, and average conversation duration.

Prerequisites

Contact your Google representative to enable this feature in your project.

Query metrics

The following code sample demonstrates how to query metrics. A conversation create time filter is always required. Reference list conversations for more information about this filter.

All metrics

Get all metrics.

REST

Before using any of the request data, make the following replacements:

PROJECT_ID: your project ID.
MIN_TIMESTAMP: a minimum timestamp filter. For example, YYYY-MM-DDT00:00:00+00
MAX_TIMESTAMP: a maximum timestamp filter. For example, YYYY-MM-DDT00:00:00+00

HTTP method and URL:

GET https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics

Request JSON body:

{
  "filter": "create_time>='MIN_TIMESTAMP' create_time<'MAX_TIMESTAMP'"
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login , or by using Cloud Shell, which automatically logs you into the gcloud CLI . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

curl -X GET \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d @request.json \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics"

PowerShell (Windows)

Note: The following command assumes that you have logged in to the gcloud CLI with your user account by running gcloud init or gcloud auth login . You can check the currently active account by running gcloud auth list.

Save the request body in a file named request.json, and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method GET `
    -Headers $headers `
    -ContentType: "application/json; charset=utf-8" `
    -InFile request.json `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID",
  "metadata": {
    "@type": "type.googleapis.com/google.cloud.contactcenterinsights.v1.QueryMetricsMetadata"
  }
}

All metrics grouped by topics

Get all metrics grouped by topics. Reference topic modeling overview for information about topics.

REST

Before using any of the request data, make the following replacements:

PROJECT_ID: your project ID.
MIN_TIMESTAMP: a minimum timestamp filter. For example, YYYY-MM-DDT00:00:00+00
MAX_TIMESTAMP: a maximum timestamp filter. For example, YYYY-MM-DDT00:00:00+00

HTTP method and URL:

GET https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics

Request JSON body:

{
  "filter": "create_time>='MIN_TIMESTAMP' create_time<'MAX_TIMESTAMP'",
  "dimensions": [{ "dimensionKey": "ISSUE" }]
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Save the request body in a file named request.json, and execute the following command:

curl -X GET \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d @request.json \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics"

PowerShell (Windows)

Save the request body in a file named request.json, and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method GET `
    -Headers $headers `
    -ContentType: "application/json; charset=utf-8" `
    -InFile request.json `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID",
  "metadata": {
    "@type": "type.googleapis.com/google.cloud.contactcenterinsights.v1.QueryMetricsMetadata"
  }
}

All metrics over a daily time series

Get all metrics over a daily time series. Each data point in the time series represents one day's worth of metrics.

REST

Before using any of the request data, make the following replacements:

PROJECT_ID: your project ID.
MIN_TIMESTAMP: a minimum timestamp filter. For example, YYYY-MM-DDT00:00:00+00
MAX_TIMESTAMP: a maximum timestamp filter. For example, YYYY-MM-DDT00:00:00+00

HTTP method and URL:

GET https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics

Request JSON body:

{
  "filter": "create_time>='MIN_TIMESTAMP' create_time<'MAX_TIMESTAMP'",
  "timeGranularity": "DAILY"
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Save the request body in a file named request.json, and execute the following command:

curl -X GET \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d @request.json \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics"

PowerShell (Windows)

Save the request body in a file named request.json, and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method GET `
    -Headers $headers `
    -ContentType: "application/json; charset=utf-8" `
    -InFile request.json `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID",
  "metadata": {
    "@type": "type.googleapis.com/google.cloud.contactcenterinsights.v1.QueryMetricsMetadata"
  }
}

All metrics grouped by topics over a daily time series

Get all metrics grouped by topics over a daily time series. Each data point in the time series represents one day's worth of metrics. Reference topic modeling overview for information about topics.

REST

Before using any of the request data, make the following replacements:

PROJECT_ID: your project ID.
MIN_TIMESTAMP: a minimum timestamp filter. For example, YYYY-MM-DDT00:00:00+00
MAX_TIMESTAMP: a maximum timestamp filter. For example, YYYY-MM-DDT00:00:00+00

HTTP method and URL:

GET https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics

Request JSON body:

{
  "filter": "create_time>='MIN_TIMESTAMP' create_time<'MAX_TIMESTAMP'",
  "dimensions": [{ "dimensionKey": "ISSUE" }],
  "timeGranularity": "DAILY"
}

To send your request, expand one of these options:

curl (Linux, macOS, or Cloud Shell)

Save the request body in a file named request.json, and execute the following command:

curl -X GET \
     -H "Authorization: Bearer $(gcloud auth print-access-token)" \
     -H "Content-Type: application/json; charset=utf-8" \
     -d @request.json \
     "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics"

PowerShell (Windows)

Save the request body in a file named request.json, and execute the following command:

$cred = gcloud auth print-access-token
$headers = @{ "Authorization" = "Bearer $cred" }

Invoke-WebRequest `
    -Method GET `
    -Headers $headers `
    -ContentType: "application/json; charset=utf-8" `
    -InFile request.json `
    -Uri "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/us-central1:queryMetrics" | Select-Object -Expand Content

You should receive a JSON response similar to the following:

{
  "name": "projects/PROJECT_ID/locations/us-central1/operations/OPERATION_ID",
  "metadata": {
    "@type": "type.googleapis.com/google.cloud.contactcenterinsights.v1.QueryMetricsMetadata"
  }
}