Package google.cloud.contactcenterinsights.v1

Index

ContactCenterInsights

An API that lets users analyze and explore their business conversation data.

BulkAnalyzeConversations

rpc BulkAnalyzeConversations(BulkAnalyzeConversationsRequest) returns (Operation)

Analyzes multiple conversations in a single request.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.analyses.create

For more information, see the IAM documentation.
CalculateIssueModelStats

rpc CalculateIssueModelStats(CalculateIssueModelStatsRequest) returns (CalculateIssueModelStatsResponse)

Gets an issue model's statistics.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the issueModel resource:

  • contactcenterinsights.issueModels.get

For more information, see the IAM documentation.
CalculateStats

rpc CalculateStats(CalculateStatsRequest) returns (CalculateStatsResponse)

Gets conversation statistics.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the location resource:

  • contactcenterinsights.conversations.list

For more information, see the IAM documentation.
CreateAnalysis

rpc CreateAnalysis(CreateAnalysisRequest) returns (Operation)

Creates an analysis. The long running operation is done when the analysis has completed.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.analyses.create

For more information, see the IAM documentation.
CreateConversation

rpc CreateConversation(CreateConversationRequest) returns (Conversation)

Creates a conversation.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.conversations.create

For more information, see the IAM documentation.
CreateIssueModel

rpc CreateIssueModel(CreateIssueModelRequest) returns (Operation)

Creates an issue model.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.issueModels.create

For more information, see the IAM documentation.
CreatePhraseMatcher

rpc CreatePhraseMatcher(CreatePhraseMatcherRequest) returns (PhraseMatcher)

Creates a phrase matcher.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.phraseMatchers.create

For more information, see the IAM documentation.
CreateView

rpc CreateView(CreateViewRequest) returns (View)

Creates a view.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.views.create

For more information, see the IAM documentation.
DeleteAnalysis

rpc DeleteAnalysis(DeleteAnalysisRequest) returns (Empty)

Deletes an analysis.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.analyses.delete

For more information, see the IAM documentation.
DeleteConversation

rpc DeleteConversation(DeleteConversationRequest) returns (Empty)

Deletes a conversation.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.conversations.delete

For more information, see the IAM documentation.
DeleteIssue

rpc DeleteIssue(DeleteIssueRequest) returns (Empty)

Deletes an issue.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issues.delete

For more information, see the IAM documentation.
DeleteIssueModel

rpc DeleteIssueModel(DeleteIssueModelRequest) returns (Operation)

Deletes an issue model.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issueModels.delete

For more information, see the IAM documentation.
DeletePhraseMatcher

rpc DeletePhraseMatcher(DeletePhraseMatcherRequest) returns (Empty)

Deletes a phrase matcher.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.phraseMatchers.delete

For more information, see the IAM documentation.
DeleteView

rpc DeleteView(DeleteViewRequest) returns (Empty)

Deletes a view.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.views.delete

For more information, see the IAM documentation.
DeployIssueModel

rpc DeployIssueModel(DeployIssueModelRequest) returns (Operation)

Deploys an issue model. Returns an error if a model is already deployed. An issue model can only be used in analysis after it has been deployed.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issueModels.deploy

For more information, see the IAM documentation.
ExportInsightsData

rpc ExportInsightsData(ExportInsightsDataRequest) returns (Operation)

Export insights data to a destination defined in the request body.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.conversations.list

For more information, see the IAM documentation.
GetAnalysis

rpc GetAnalysis(GetAnalysisRequest) returns (Analysis)

Gets an analysis.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.analyses.get

For more information, see the IAM documentation.
GetConversation

rpc GetConversation(GetConversationRequest) returns (Conversation)

Gets a conversation.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.conversations.get

For more information, see the IAM documentation.
GetIssue

rpc GetIssue(GetIssueRequest) returns (Issue)

Gets an issue.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issues.get

For more information, see the IAM documentation.
GetIssueModel

rpc GetIssueModel(GetIssueModelRequest) returns (IssueModel)

Gets an issue model.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issueModels.get

For more information, see the IAM documentation.
GetPhraseMatcher

rpc GetPhraseMatcher(GetPhraseMatcherRequest) returns (PhraseMatcher)

Gets a phrase matcher.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.phraseMatchers.get

For more information, see the IAM documentation.
GetSettings

rpc GetSettings(GetSettingsRequest) returns (Settings)

Gets project-level settings.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.settings.get

For more information, see the IAM documentation.
GetView

rpc GetView(GetViewRequest) returns (View)

Gets a view.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.views.get

For more information, see the IAM documentation.
IngestConversations

rpc IngestConversations(IngestConversationsRequest) returns (Operation)

Imports conversations and processes them according to the user's configuration.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.conversations.create

For more information, see the IAM documentation.
ListAnalyses

rpc ListAnalyses(ListAnalysesRequest) returns (ListAnalysesResponse)

Lists analyses.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.analyses.list

For more information, see the IAM documentation.
ListConversations

rpc ListConversations(ListConversationsRequest) returns (ListConversationsResponse)

Lists conversations.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.conversations.list

For more information, see the IAM documentation.
ListIssueModels

rpc ListIssueModels(ListIssueModelsRequest) returns (ListIssueModelsResponse)

Lists issue models.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.issueModels.list

For more information, see the IAM documentation.
ListIssues

rpc ListIssues(ListIssuesRequest) returns (ListIssuesResponse)

Lists issues.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.issues.list

For more information, see the IAM documentation.
ListPhraseMatchers

rpc ListPhraseMatchers(ListPhraseMatchersRequest) returns (ListPhraseMatchersResponse)

Lists phrase matchers.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.phraseMatchers.list

For more information, see the IAM documentation.
ListViews

rpc ListViews(ListViewsRequest) returns (ListViewsResponse)

Lists views.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.views.list

For more information, see the IAM documentation.
UndeployIssueModel

rpc UndeployIssueModel(UndeployIssueModelRequest) returns (Operation)

Undeploys an issue model. An issue model can not be used in analysis after it has been undeployed.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issueModels.undeploy

For more information, see the IAM documentation.
UpdateConversation

rpc UpdateConversation(UpdateConversationRequest) returns (Conversation)

Updates a conversation.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.conversations.update

For more information, see the IAM documentation.
UpdateIssue

rpc UpdateIssue(UpdateIssueRequest) returns (Issue)

Updates an issue.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issues.update

For more information, see the IAM documentation.
UpdateIssueModel

rpc UpdateIssueModel(UpdateIssueModelRequest) returns (IssueModel)

Updates an issue model.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.issueModels.update

For more information, see the IAM documentation.
UpdatePhraseMatcher

rpc UpdatePhraseMatcher(UpdatePhraseMatcherRequest) returns (PhraseMatcher)

Updates a phrase matcher.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.phraseMatchers.update

For more information, see the IAM documentation.
UpdateSettings

rpc UpdateSettings(UpdateSettingsRequest) returns (Settings)

Updates project-level settings.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.settings.update

For more information, see the IAM documentation.
UpdateView

rpc UpdateView(UpdateViewRequest) returns (View)

Updates a view.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

IAM Permissions

Requires the following IAM permission on the name resource:

  • contactcenterinsights.views.update

For more information, see the IAM documentation.
UploadConversation

rpc UploadConversation(UploadConversationRequest) returns (Operation)

Create a longrunning conversation upload operation. This method differs from CreateConversation by allowing audio transcription and optional DLP redaction.

Authorization scopes

Requires the following OAuth scope:

  • https://www.googleapis.com/auth/cloud-platform

For more information, see the Authentication Overview.

Analysis

The analysis resource.

Fields
name

string

Immutable. The resource name of the analysis. Format: projects/{project}/locations/{location}/conversations/{conversation}/analyses/{analysis}
request_time

Timestamp

Output only. The time at which the analysis was requested.
create_time

Timestamp

Output only. The time at which the analysis was created, which occurs when the long-running operation completes.
analysis_result

AnalysisResult

Output only. The result of the analysis, which is populated when the analysis finishes.
annotator_selector

AnnotatorSelector

To select the annotators to run and the phrase matchers to use (if any). If not specified, all annotators will be run.

AnalysisResult

The result of an analysis.

Fields
end_time

Timestamp

The time at which the analysis ended.
Union field metadata. Metadata discovered during analysis. metadata can be only one of the following:
call_analysis_metadata

CallAnalysisMetadata

Call-specific metadata created by the analysis.

CallAnalysisMetadata

Call-specific metadata created during analysis.

Fields
annotations[]

CallAnnotation

A list of call annotations that apply to this call.
entities

map<string, Entity>

All the entities in the call.
sentiments[]

ConversationLevelSentiment

Overall conversation-level sentiment for each channel of the call.
intents

map<string, Intent>

All the matched intents in the call.
phrase_matchers

map<string, PhraseMatchData>

All the matched phrase matchers in the call.
issue_model_result

IssueModelResult

Overall conversation-level issue modeling result.

AnnotationBoundary

A point in a conversation that marks the start or the end of an annotation.

Fields
transcript_index

int32

The index in the sequence of transcribed pieces of the conversation where the boundary is located. This index starts at zero.
Union field detailed_boundary. A detailed boundary, which describes a more specific point. detailed_boundary can be only one of the following:
word_index

int32

The word index of this boundary with respect to the first word in the transcript piece. This index starts at zero.

AnnotatorSelector

Selector of all available annotators and phrase matchers to run.

Fields
run_interruption_annotator

bool

Whether to run the interruption annotator.
run_silence_annotator

bool

Whether to run the silence annotator.
run_phrase_matcher_annotator

bool

Whether to run the active phrase matcher annotator(s).
phrase_matchers[]

string

The list of phrase matchers to run. If not provided, all active phrase matchers will be used. If inactive phrase matchers are provided, they will not be used. Phrase matchers will be run only if run_phrase_matcher_annotator is set to true. Format: projects/{project}/locations/{location}/phraseMatchers/{phrase_matcher}
run_sentiment_annotator

bool

Whether to run the sentiment annotator.
run_entity_annotator

bool

Whether to run the entity annotator.
run_intent_annotator

bool

Whether to run the intent annotator.
run_issue_model_annotator

bool

Whether to run the issue model annotator. A model should have already been deployed for this to take effect.
issue_models[]

string

The issue model to run. If not provided, the most recently deployed topic model will be used. The provided issue model will only be used for inference if the issue model is deployed and if run_issue_model_annotator is set to true. If more than one issue model is provided, only the first provided issue model will be used for inference.
run_summarization_annotator

bool

Whether to run the summarization annotator.
summarization_config

SummarizationConfig

Configuration for the summarization annotator.

SummarizationConfig

Configuration for summarization.

Fields
Union field model_source. Summarization must use either a preexisting conversation profile or one of the supported default models. model_source can be only one of the following:
conversation_profile

string

Resource name of the Dialogflow conversation profile. Format: projects/{project}/locations/{location}/conversationProfiles/{conversation_profile}
summarization_model

SummarizationModel

Default summarization model to be used.

SummarizationModel

Summarization model to use, if conversation_profile is not used.

Enums
SUMMARIZATION_MODEL_UNSPECIFIED Unspecified summarization model.
BASELINE_MODEL The Insights baseline model.

AnswerFeedback

The feedback that the customer has about a certain answer in the conversation.

Fields
correctness_level

CorrectnessLevel

The correctness level of an answer.
clicked

bool

Indicates whether an answer or item was clicked by the human agent.
displayed

bool

Indicates whether an answer or item was displayed to the human agent in the agent desktop UI.

CorrectnessLevel

The correctness level of an answer.

Enums
CORRECTNESS_LEVEL_UNSPECIFIED Correctness level unspecified.
NOT_CORRECT Answer is totally wrong.
PARTIALLY_CORRECT Answer is partially correct.
FULLY_CORRECT Answer is fully correct.

ArticleSuggestionData

Agent Assist Article Suggestion data.

Fields
title

string

Article title.
uri

string

Article URI.
confidence_score

float

The system's confidence score that this article is a good match for this conversation, ranging from 0.0 (completely uncertain) to 1.0 (completely certain).
metadata

map<string, string>

Map that contains metadata about the Article Suggestion and the document that it originates from.
query_record

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answer_record}
source

string

The knowledge document that this answer was extracted from. Format: projects/{project}/knowledgeBases/{knowledge_base}/documents/{document}

BulkAnalyzeConversationsMetadata

The metadata for a bulk analyze conversations operation.

Fields
create_time

Timestamp

The time the operation was created.
end_time

Timestamp

The time the operation finished running.
request

BulkAnalyzeConversationsRequest

The original request for bulk analyze.
completed_analyses_count

int32

The number of requested analyses that have completed successfully so far.
failed_analyses_count

int32

The number of requested analyses that have failed so far.
total_requested_analyses_count

int32

Total number of analyses requested. Computed by the number of conversations returned by filter multiplied by analysis_percentage in the request.

BulkAnalyzeConversationsRequest

The request to analyze conversations in bulk.

Fields
parent

string

Required. The parent resource to create analyses in.
filter

string

Required. Filter used to select the subset of conversations to analyze.
analysis_percentage

float

Required. Percentage of selected conversation to analyze, between [0, 100].
annotator_selector

AnnotatorSelector

To select the annotators to run and the phrase matchers to use (if any). If not specified, all annotators will be run.

BulkAnalyzeConversationsResponse

The response for a bulk analyze conversations operation.

Fields
successful_analysis_count

int32

Count of successful analyses.
failed_analysis_count

int32

Count of failed analyses.

CalculateIssueModelStatsRequest

Request to get statistics of an issue model.

Fields
issue_model

string

Required. The resource name of the issue model to query against.

CalculateIssueModelStatsResponse

Response of querying an issue model's statistics.

Fields
current_stats

IssueModelLabelStats

The latest label statistics for the queried issue model. Includes results on both training data and data labeled after deployment.

CalculateStatsRequest

The request for calculating conversation statistics.

Fields
location

string

Required. The location of the conversations.
filter

string

A filter to reduce results to a specific subset. This field is useful for getting statistics about conversations with specific properties.

CalculateStatsResponse

The response for calculating conversation statistics.

Fields
average_duration

Duration

The average duration of all conversations. The average is calculated using only conversations that have a time duration.
average_turn_count

int32

The average number of turns per conversation.
conversation_count

int32

The total number of conversations.
smart_highlighter_matches

map<string, int32>

A map associating each smart highlighter display name with its respective number of matches in the set of conversations.
custom_highlighter_matches

map<string, int32>

A map associating each custom highlighter resource name with its respective number of matches in the set of conversations.
issue_matches
(deprecated)

map<string, int32>

A map associating each issue resource name with its respective number of matches in the set of conversations. Key has the format: projects/<Project-ID>/locations/<Location-ID>/issueModels/<Issue-Model-ID>/issues/<Issue-ID> Deprecated, use issue_matches_stats field instead.
issue_matches_stats

map<string, IssueStats>

A map associating each issue resource name with its respective number of matches in the set of conversations. Key has the format: projects/<Project-ID>/locations/<Location-ID>/issueModels/<Issue-Model-ID>/issues/<Issue-ID>
conversation_count_time_series

TimeSeries

A time series representing the count of conversations created over time that match that requested filter criteria.

TimeSeries

A time series representing conversations over time.

Fields
interval_duration

Duration

The duration of each interval.
points[]

Interval

An ordered list of intervals from earliest to latest, where each interval represents the number of conversations that transpired during the time window.

Interval

A single interval in a time series.

Fields
start_time

Timestamp

The start time of this interval.
conversation_count

int32

The number of conversations created in this interval.

CallAnnotation

A piece of metadata that applies to a window of a call.

Fields
channel_tag

int32

The channel of the audio where the annotation occurs. For single-channel audio, this field is not populated.
annotation_start_boundary

AnnotationBoundary

The boundary in the conversation where the annotation starts, inclusive.
annotation_end_boundary

AnnotationBoundary

The boundary in the conversation where the annotation ends, inclusive.
Union field data. The data in the annotation. data can be only one of the following:
interruption_data

InterruptionData

Data specifying an interruption.
sentiment_data

SentimentData

Data specifying sentiment.
silence_data

SilenceData

Data specifying silence.
hold_data

HoldData

Data specifying a hold.
entity_mention_data

EntityMentionData

Data specifying an entity mention.
intent_match_data

IntentMatchData

Data specifying an intent match.
phrase_match_data

PhraseMatchData

Data specifying a phrase match.
issue_match_data

IssueMatchData

Data specifying an issue match.

Conversation

The conversation resource.

Fields
name

string

Immutable. The resource name of the conversation. Format: projects/{project}/locations/{location}/conversations/{conversation}
data_source

ConversationDataSource

The source of the audio and transcription for the conversation.
create_time

Timestamp

Output only. The time at which the conversation was created.
update_time

Timestamp

Output only. The most recent time at which the conversation was updated.
start_time

Timestamp

The time at which the conversation started.
language_code

string

A user-specified language code for the conversation.
agent_id

string

An opaque, user-specified string representing the human agent who handled the conversation.
labels

map<string, string>

A map for the user to specify any custom fields. A maximum of 20 labels per conversation is allowed, with a maximum of 256 characters per entry.
transcript

Transcript

Output only. The conversation transcript.
medium

Medium

Immutable. The conversation medium, if unspecified will default to PHONE_CALL.
duration

Duration

Output only. The duration of the conversation.
turn_count

int32

Output only. The number of turns in the conversation.
latest_analysis

Analysis

Output only. The conversation's latest analysis, if one exists.
latest_summary

ConversationSummarizationSuggestionData

Output only. Latest summary of the conversation.
runtime_annotations[]

RuntimeAnnotation

Output only. The annotations that were generated during the customer and agent interaction.
dialogflow_intents

map<string, DialogflowIntent>

Output only. All the matched Dialogflow intents in the call. The key corresponds to a Dialogflow intent, format: projects/{project}/agent/{agent}/intents/{intent}
obfuscated_user_id

string

Obfuscated user ID which the customer sent to us.
Union field metadata. Metadata that applies to the conversation. metadata can be only one of the following:
call_metadata

CallMetadata

Call-specific metadata.
Union field expiration. A time to live expiration setting, can be either a specified timestamp or a duration from the time that the conversation creation request was received. Conversations with an expiration set will be removed up to 24 hours after the specified time. expiration can be only one of the following:
expire_time

Timestamp

The time at which this conversation should expire. After this time, the conversation data and any associated analyses will be deleted.
ttl

Duration

Input only. The TTL for this resource. If specified, then this TTL will be used to calculate the expire time.

CallMetadata

Call-specific metadata.

Fields
customer_channel

int32

The audio channel that contains the customer.
agent_channel

int32

The audio channel that contains the agent.

Medium

Possible media for the conversation.

Enums
MEDIUM_UNSPECIFIED Default value, if unspecified will default to PHONE_CALL.
PHONE_CALL The format for conversations that took place over the phone.
CHAT The format for conversations that took place over chat.

Transcript

A message representing the transcript of a conversation.

Fields
transcript_segments[]

TranscriptSegment

A list of sequential transcript segments that comprise the conversation.

TranscriptSegment

A segment of a full transcript.

Fields
message_time

Timestamp

The time that the message occurred, if provided.
text

string

The text of this segment.
confidence

float

A confidence estimate between 0.0 and 1.0 of the fidelity of this segment. A default value of 0.0 indicates that the value is unset.
words[]

WordInfo

A list of the word-specific information for each word in the segment.
language_code

string

The language code of this segment as a BCP-47 language tag. Example: "en-US".
channel_tag

int32

For conversations derived from multi-channel audio, this is the channel number corresponding to the audio from that channel. For audioChannelCount = N, its output values can range from '1' to 'N'. A channel tag of 0 indicates that the audio is mono.
segment_participant

ConversationParticipant

The participant of this segment.
dialogflow_segment_metadata

DialogflowSegmentMetadata

CCAI metadata relating to the current transcript segment.
sentiment

SentimentData

The sentiment for this transcript segment.

DialogflowSegmentMetadata

Metadata from Dialogflow relating to the current transcript segment.

Fields
smart_reply_allowlist_covered

bool

Whether the transcript segment was covered under the configured smart reply allowlist in Agent Assist.

WordInfo

Word-level info for words in a transcript.

Fields
start_offset

Duration

Time offset of the start of this word relative to the beginning of the total conversation.
end_offset

Duration

Time offset of the end of this word relative to the beginning of the total conversation.
word

string

The word itself. Includes punctuation marks that surround the word.
confidence

float

A confidence estimate between 0.0 and 1.0 of the fidelity of this word. A default value of 0.0 indicates that the value is unset.

ConversationDataSource

The conversation source, which is a combination of transcript and audio.

Fields
Union field source. The source of the conversation. source can be only one of the following:
gcs_source

GcsSource

A Cloud Storage location specification for the audio and transcript.
dialogflow_source

DialogflowSource

The source when the conversation comes from Dialogflow.

ConversationLevelSentiment

One channel of conversation-level sentiment data.

Fields
channel_tag

int32

The channel of the audio that the data applies to.
sentiment_data

SentimentData

Data specifying sentiment.

ConversationParticipant

The call participant speaking for a given utterance.

Fields
dialogflow_participant
(deprecated)

string

Deprecated. Use dialogflow_participant_name instead. The name of the Dialogflow participant. Format: projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}
obfuscated_external_user_id

string

Obfuscated user ID from Dialogflow.
role

Role

The role of the participant.

Union field participant.

participant can be only one of the following:
dialogflow_participant_name

string

The name of the participant provided by Dialogflow. Format: projects/{project}/locations/{location}/conversations/{conversation}/participants/{participant}
user_id

string

A user-specified ID representing the participant.

Role

The role of the participant.

Enums
ROLE_UNSPECIFIED Participant's role is not set.
HUMAN_AGENT Participant is a human agent.
AUTOMATED_AGENT Participant is an automated agent.
END_USER Participant is an end user who conversed with the contact center.
ANY_AGENT Participant is either a human or automated agent.

ConversationSummarizationSuggestionData

Conversation summarization suggestion data.

Fields
text

string

The summarization content that is concatenated into one string.
text_sections

map<string, string>

The summarization content that is divided into sections. The key is the section's name and the value is the section's content. There is no specific format for the key or value.
confidence

float

The confidence score of the summarization.
metadata

map<string, string>

A map that contains metadata about the summarization and the document from which it originates.
answer_record

string

The name of the answer record. Format: projects/{project}/locations/{location}/answerRecords/{answer_record}
conversation_model

string

The name of the model that generates this summary. Format: projects/{project}/locations/{location}/conversationModels/{conversation_model}

ConversationView

Represents the options for viewing a conversation.

Enums
CONVERSATION_VIEW_UNSPECIFIED

The conversation view is not specified.

  • Defaults to FULL in GetConversationRequest.
  • Defaults to BASIC in ListConversationsRequest.
FULL Populates all fields in the conversation.
BASIC Populates all fields in the conversation except the transcript.

CreateAnalysisOperationMetadata

Metadata for a create analysis operation.

Fields
create_time

Timestamp

Output only. The time the operation was created.
end_time

Timestamp

Output only. The time the operation finished running.
conversation

string

Output only. The Conversation that this Analysis Operation belongs to.
annotator_selector

AnnotatorSelector

Output only. The annotator selector used for the analysis (if any).

CreateAnalysisRequest

The request to create an analysis.

Fields
parent

string

Required. The parent resource of the analysis.
analysis

Analysis

Required. The analysis to create.

CreateConversationRequest

Request to create a conversation.

Fields
parent

string

Required. The parent resource of the conversation.
conversation

Conversation

Required. The conversation resource to create.
conversation_id

string

A unique ID for the new conversation. This ID will become the final component of the conversation's resource name. If no ID is specified, a server-generated ID will be used.

This value should be 4-64 characters and must match the regular expression ^[a-z0-9-]{4,64}$. Valid characters are [a-z][0-9]-

CreateIssueModelMetadata

Metadata for creating an issue model.

Fields
create_time

Timestamp

Output only. The time the operation was created.
end_time

Timestamp

Output only. The time the operation finished running.
request

CreateIssueModelRequest

The original request for creation.

CreateIssueModelRequest

The request to create an issue model.

Fields
parent

string

Required. The parent resource of the issue model.
issue_model

IssueModel

Required. The issue model to create.

CreatePhraseMatcherRequest

Request to create a phrase matcher.

Fields
parent

string

Required. The parent resource of the phrase matcher. Required. The location to create a phrase matcher for. Format: projects/<Project ID>/locations/<Location ID> or projects/<Project Number>/locations/<Location ID>
phrase_matcher

PhraseMatcher

Required. The phrase matcher resource to create.

CreateViewRequest

The request to create a view.

Fields
parent

string

Required. The parent resource of the view. Required. The location to create a view for. Format: projects/<Project ID>/locations/<Location ID> or projects/<Project Number>/locations/<Location ID>
view

View

Required. The view resource to create.

DeleteAnalysisRequest

The request to delete an analysis.

Fields
name

string

Required. The name of the analysis to delete.

DeleteConversationRequest

The request to delete a conversation.

Fields
name

string

Required. The name of the conversation to delete.
force

bool

If set to true, all of this conversation's analyses will also be deleted. Otherwise, the request will only succeed if the conversation has no analyses.

DeleteIssueModelMetadata

Metadata for deleting an issue model.

Fields
create_time

Timestamp

Output only. The time the operation was created.
end_time

Timestamp

Output only. The time the operation finished running.
request

DeleteIssueModelRequest

The original request for deletion.

DeleteIssueModelRequest

The request to delete an issue model.

Fields
name

string

Required. The name of the issue model to delete.

DeleteIssueRequest

The request to delete an issue.

Fields
name

string

Required. The name of the issue to delete.

DeletePhraseMatcherRequest

The request to delete a phrase matcher.

Fields
name

string

Required. The name of the phrase matcher to delete.

DeleteViewRequest

The request to delete a view.

Fields
name

string

Required. The name of the view to delete.

DeployIssueModelMetadata

Metadata for deploying an issue model.

Fields
create_time

Timestamp

Output only. The time the operation was created.
end_time

Timestamp

Output only. The time the operation finished running.
request

DeployIssueModelRequest

The original request for deployment.

DeployIssueModelRequest

The request to deploy an issue model.

Fields
name

string

Required. The issue model to deploy.

DeployIssueModelResponse

The response to deploy an issue model.

DialogflowIntent

The data for a Dialogflow intent. Represents a detected intent in the conversation, e.g. MAKES_PROMISE.

Fields
display_name

string

The human-readable name of the intent.

DialogflowInteractionData

Dialogflow interaction data.

Fields
dialogflow_intent_id

string

The Dialogflow intent resource path. Format: projects/{project}/agent/{agent}/intents/{intent}
confidence

float

The confidence of the match ranging from 0.0 (completely uncertain) to 1.0 (completely certain).

DialogflowSource

A Dialogflow source of conversation data.

Fields
dialogflow_conversation

string

Output only. The name of the Dialogflow conversation that this conversation resource is derived from. Format: projects/{project}/locations/{location}/conversations/{conversation}
audio_uri

string

Cloud Storage URI that points to a file that contains the conversation audio.

Entity

The data for an entity annotation. Represents a phrase in the conversation that is a known entity, such as a person, an organization, or location.

Fields
display_name

string

The representative name for the entity.
type

Type

The entity type.
metadata

map<string, string>

Metadata associated with the entity.

For most entity types, the metadata is a Wikipedia URL (wikipedia_url) and Knowledge Graph MID (mid), if they are available. For the metadata associated with other entity types, see the Type table below.
salience

float

The salience score associated with the entity in the [0, 1.0] range.

The salience score for an entity provides information about the importance or centrality of that entity to the entire document text. Scores closer to 0 are less salient, while scores closer to 1.0 are highly salient.
sentiment

SentimentData

The aggregate sentiment expressed for this entity in the conversation.

Type

The type of the entity. For most entity types, the associated metadata is a Wikipedia URL (wikipedia_url) and Knowledge Graph MID (mid). The table below lists the associated fields for entities that have different metadata.

Enums
TYPE_UNSPECIFIED Unspecified.
PERSON Person.
LOCATION Location.
ORGANIZATION Organization.
EVENT Event.
WORK_OF_ART Artwork.
CONSUMER_GOOD Consumer product.
OTHER Other types of entities.
PHONE_NUMBER

Phone number.

The metadata lists the phone number (formatted according to local convention), plus whichever additional elements appear in the text:

  • number - The actual number, broken down into sections according to local convention.
  • national_prefix - Country code, if detected.
  • area_code - Region or area code, if detected.
  • extension - Phone extension (to be dialed after connection), if detected.
ADDRESS

Address.

The metadata identifies the street number and locality plus whichever additional elements appear in the text:

  • street_number - Street number.
  • locality - City or town.
  • street_name - Street/route name, if detected.
  • postal_code - Postal code, if detected.
  • country - Country, if detected.
  • broad_region - Administrative area, such as the state, if detected.
  • narrow_region - Smaller administrative area, such as county, if detected.
  • sublocality - Used in Asian addresses to demark a district within a city, if detected.
DATE

Date.

The metadata identifies the components of the date:

  • year - Four digit year, if detected.
  • month - Two digit month number, if detected.
  • day - Two digit day number, if detected.
NUMBER

Number.

The metadata is the number itself.
PRICE

Price.

The metadata identifies the value and currency.

EntityMentionData

The data for an entity mention annotation. This represents a mention of an Entity in the conversation.

Fields
entity_unique_id

string

The key of this entity in conversation entities. Can be used to retrieve the exact Entity this mention is attached to.
type

MentionType

The type of the entity mention.
sentiment

SentimentData

Sentiment expressed for this mention of the entity.

MentionType

The supported types of mentions.

Enums
MENTION_TYPE_UNSPECIFIED Unspecified.
PROPER Proper noun.
COMMON Common noun (or noun compound).