Package google.cloud.contactcenterinsights.v1

Index

ContactCenterInsights

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

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.

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.

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.

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.

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.

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.

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.

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.

AnalysisResult

The result of an analysis.

Fields
end_time

Timestamp

The time at which the analysis ended.

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.

word_index

int32

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

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

Name of the query record. Format: projects/{project}/locations/{location}/queryRecords/{query_record}

source

string

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

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.

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.

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.

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}

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.

ConversationView

Represents the options for views of a conversation.

Enums
CONVERSATION_VIEW_UNSPECIFIED Not specified. Defaults to FULL on GetConversationRequest and BASIC for ListConversationsRequest.
BASIC Transcript field is not populated in the response.
FULL All fields are populated.

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.

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 4-32 characters and must match the regular expression /^[a-z0-9-]{4,32}$/. 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.

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.

DeletePhraseMatcherRequest

The request to delete a phrase matcher.

Fields
name

string

Required. The name of the phrase matcher 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).

ExactMatchConfig

Exact match configuration.

Fields
case_sensitive

bool

Whether to consider case sensitivity when performing an exact match.

ExportInsightsDataMetadata

Metadata for an export insights operation.

Fields
create_time

Timestamp

Output only. The time the operation was created.

end_time

Timestamp

Output only. The time the operation finished running.

request

ExportInsightsDataRequest

The original request for export.

partial_errors[]

Status

Partial errors during export operation that might cause the operation output to be incomplete.

ExportInsightsDataRequest

The request to export insights.

Fields
parent

string

Required. The parent resource to export data from.

filter

string

A filter to reduce results to a specific subset. Useful for exporting conversations with specific properties.

kms_key

string

A fully qualified KMS key name for BigQuery tables protected by CMEK. Format: projects/{project}/locations/{location}/keyRings/{keyring}/cryptoKeys/{key}/cryptoKeyVersions/{version}

big_query_destination

BigQueryDestination

Specified if sink is a BigQuery table.

BigQueryDestination

A BigQuery Table Reference.

Fields
project_id

string

A project ID or number. If specified, then export will attempt to write data to this project instead of the resource project. Otherwise, the resource project will be used.

dataset

string

Required. The name of the BigQuery dataset that the snapshot result should be exported to. If this dataset does not exist, the export call returns an INVALID_ARGUMENT error.

table

string

The BigQuery table name to which the insights data should be written. If this table does not exist, the export call returns an INVALID_ARGUMENT error.

ExportInsightsDataResponse

Response for an export insights operation.

FaqAnswerData

Agent Assist frequently-asked-question answer data.

Fields
answer

string

The piece of text from the source knowledge base document.

confidence_score

float

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

question

string

The corresponding FAQ question.

metadata

map<string, string>

Map that contains metadata about the FAQ answer and the document that it originates from.

query_record

string

Name of the query record. Format: projects/{project}/locations/{location}/queryRecords/{query_record}.

source

string

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

GcsSource

A Cloud Storage source of conversation data.

Fields
audio_uri

string

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

transcript_uri

string

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

GetAnalysisRequest

The request to get an analysis.

Fields
name

string

Required. The name of the analysis to get.

GetConversationRequest

The request to get a conversation.

Fields
name

string

Required. The name of the conversation to get.

view

ConversationView

The level of details of the conversation. Default is FULL.

GetIssueModelRequest

The request to get an issue model.

Fields
name

string

Required. The name of the issue model to get.

GetIssueRequest

The request to get an issue.

Fields
name

string

Required. The name of the issue to get.

GetPhraseMatcherRequest

The request to get a a phrase matcher.

Fields
name

string

Required. The name of the phrase matcher to get.

GetSettingsRequest

The request to get project-level settings.

Fields
name

string

Required. The name of the settings resource to get.

HoldData

The data for a hold annotation.

Intent

The data for an intent. Represents a detected intent in the conversation, for example MAKES_PROMISE.

Fields
id

string

The unique identifier of the intent.

display_name

string

The human-readable name of the intent.

IntentMatchData

The data for an intent match. Represents an intent match for a text segment in the conversation. A text segment can be part of a sentence, a complete sentence, or an utterance with multiple sentences.

Fields
intent_unique_id

string

The id of the matched intent. Can be used to retrieve the corresponding intent information.

InterruptionData

The data for an interruption annotation.

Issue

The issue resource.

Fields
name

string

Immutable. The resource name of the issue. Format: projects/{project}/locations/{location}/issueModels/{issue_model}/issues/{issue}

display_name

string

The representative name for the issue.

create_time

Timestamp

Output only. The time at which this issue was created.

update_time

Timestamp

Output only. The most recent time that this issue was updated.

IssueAssignment

Information about the issue.

Fields
issue

string

Resource name of the assigned issue.

score

double

Score indicating the likelihood of the issue assignment. currently bounded on [0,1].

display_name

string

Immutable. Display name of the assigned issue. This field is set at time of analyis and immutable since then.

IssueModel

The issue model resource.

Fields
name

string

Immutable. The resource name of the issue model. Format: projects/{project}/locations/{location}/issueModels/{issue_model}

display_name

string

The representative name for the issue model.

create_time

Timestamp

Output only. The time at which this issue model was created.

update_time

Timestamp

Output only. The most recent time at which the issue model was updated.

state

State

Output only. State of the model.

input_data_config

InputDataConfig

Configs for the input data that used to create the issue model.

training_stats

IssueModelLabelStats

Output only. Immutable. The issue model's label statistics on its training data.

InputDataConfig

Configs for the input data used to create the issue model.

Fields
medium
(deprecated)

Medium

Medium of conversations used in training data. This field is being deprecated. To specify the medium to be used in training a new issue model, set the medium field on filter.

training_conversations_count

int64

Output only. Number of conversations used in training. Output only.

filter

string

A filter to reduce the conversations used for training the model to a specific subset.

State

State of the model.

Enums
STATE_UNSPECIFIED Unspecified.
UNDEPLOYED Model is not deployed but is ready to deploy.
DEPLOYING Model is being deployed.
DEPLOYED Model is deployed and is ready to be used. A model can only be used in analysis if it's in this state.
UNDEPLOYING Model is being undeployed.
DELETING Model is being deleted.

IssueModelLabelStats

Aggregated statistics about an issue model.

Fields
analyzed_conversations_count

int64

Number of conversations the issue model has analyzed at this point in time.

unclassified_conversations_count

int64

Number of analyzed conversations for which no issue was applicable at this point in time.

issue_stats

map<string, IssueStats>

Statistics on each issue. Key is the issue's resource name.

IssueStats

Aggregated statistics about an issue.

Fields
issue

string

Issue resource. Format: projects/{project}/locations/{location}/issueModels/{issue_model}/issues/{issue}

labeled_conversations_count

int64

Number of conversations attached to the issue at this point in time.

IssueModelResult

Issue Modeling result on a conversation.

Fields
issue_model

string

Issue model that generates the result.

issues[]

IssueAssignment

All the matched issues.

ListAnalysesRequest

The request to list analyses.

Fields
parent

string

Required. The parent resource of the analyses.

page_size

int32

The maximum number of analyses to return in the response. If this value is zero, the service will select a default size. A call might return fewer objects than requested. A non-empty next_page_token in the response indicates that more data is available.

page_token

string

The value returned by the last ListAnalysesResponse; indicates that this is a continuation of a prior ListAnalyses call and the system should return the next page of data.

filter

string

A filter to reduce results to a specific subset. Useful for querying conversations with specific properties.

ListAnalysesResponse

The response to list analyses.

Fields
analyses[]

Analysis

The analyses that match the request.

next_page_token

string

A token, which can be sent as page_token to retrieve the next page. If this field is omitted, there are no subsequent pages.

ListConversationsRequest

Request to list conversations.

Fields
parent

string

Required. The parent resource of the conversation.

page_size

int32

The maximum number of conversations to return in the response. A valid page size ranges from 0 to 1,000 inclusive. If the page size is zero or unspecified, a default page size of 100 will be chosen. Note that a call might return fewer results than the requested page size.

page_token

string

The value returned by the last ListConversationsResponse. This value indicates that this is a continuation of a prior ListConversations call and that the system should return the next page of data.

filter

string

A filter to reduce results to a specific subset. Useful for querying conversations with specific properties.

view

ConversationView

The level of details of the conversation. Default is BASIC.

ListConversationsResponse

The response of listing conversations.

Fields
conversations[]

Conversation

The conversations that match the request.

next_page_token

string

A token which can be sent as page_token to retrieve the next page. If this field is set, it means there is another page available. If it is not set, it means no other pages are available.

ListIssueModelsRequest

Request to list issue models.

Fields
parent

string

Required. The parent resource of the issue model.

ListIssueModelsResponse

The response of listing issue models.

Fields
issue_models[]

IssueModel

The issue models that match the request.

ListIssuesRequest

Request to list issues.

Fields
parent

string

Required. The parent resource of the issue.

ListIssuesResponse

The response of listing issues.

Fields
issues[]

Issue

The issues that match the request.

ListPhraseMatchersRequest

Request to list phrase matchers.

Fields
parent

string

Required. The parent resource of the phrase matcher.

page_size

int32

The maximum number of phrase matchers to return in the response. If this value is zero, the service will select a default size. A call might return fewer objects than requested. A non-empty next_page_token in the response indicates that more data is available.

page_token

string

The value returned by the last ListPhraseMatchersResponse. This value indicates that this is a continuation of a prior ListPhraseMatchers call and that the system should return the next page of data.

filter

string

A filter to reduce results to a specific subset. Useful for querying phrase matchers with specific properties.

ListPhraseMatchersResponse

The response of listing phrase matchers.

Fields
phrase_matchers[]

PhraseMatcher

The phrase matchers that match the request.

next_page_token

string

A token, which can be sent as page_token to retrieve the next page. If this field is omitted, there are no subsequent pages.

PhraseMatchData

The data for a matched phrase matcher. Represents information identifying a phrase matcher for a given match.

Fields
phrase_matcher

string

The unique identifier (the resource name) of the phrase matcher.

display_name

string

The human-readable name of the phrase matcher.

PhraseMatchRule

The data for a phrase match rule.

Fields
query

string

Required. The phrase to be matched.

negated

bool

Specifies whether the phrase must be missing from the transcript segment or present in the transcript segment.

config

PhraseMatchRuleConfig

Provides additional information about the rule that specifies how to apply the rule.

PhraseMatchRuleConfig

Configuration information of a phrase match rule.

Fields
exact_match_config

ExactMatchConfig

The configuration for the exact match rule.

PhraseMatchRuleGroup

A message representing a rule in the phrase matcher.

Fields
type

PhraseMatchRuleGroupType

Required. The type of this phrase match rule group.

phrase_match_rules[]

PhraseMatchRule

A list of phase match rules that are included in this group.

PhraseMatchRuleGroupType

Specifies how to combine each phrase match rule for whether there is a match.

Enums
PHRASE_MATCH_RULE_GROUP_TYPE_UNSPECIFIED Unspecified.
ALL_OF Must meet all phrase match rules or there is no match.
ANY_OF If any of the phrase match rules are met, there is a match.

PhraseMatcher

The phrase matcher resource.

Fields
name

string

The resource name of the phrase matcher. Format: projects/{project}/locations/{location}/phraseMatchers/{phrase_matcher}

revision_id

string

Output only. Immutable. The revision ID of the phrase matcher. A new revision is committed whenever the matcher is changed, except when it is activated or deactivated. A server generated random ID will be used. Example: locations/global/phraseMatchers/my-first-matcher@1234567

version_tag

string

The customized version tag to use for the phrase matcher. If not specified, it will default to revision_id.

revision_create_time

Timestamp

Output only. The timestamp of when the revision was created. It is also the create time when a new matcher is added.

display_name

string

The human-readable name of the phrase matcher.

type

PhraseMatcherType

Required. The type of this phrase matcher.

active

bool

Applies the phrase matcher only when it is active.

phrase_match_rule_groups[]

PhraseMatchRuleGroup

A list of phase match rule groups that are included in this matcher.

activation_update_time

Timestamp

Output only. The most recent time at which the activation status was updated.

role_match

Role

The role whose utterances the phrase matcher should be matched against. If the role is ROLE_UNSPECIFIED it will be matched against any utterances in the transcript.

update_time

Timestamp

Output only. The most recent time at which the phrase matcher was updated.

PhraseMatcherType

Specifies how to combine each phrase match rule group to determine whether there is a match.

Enums
PHRASE_MATCHER_TYPE_UNSPECIFIED Unspecified.
ALL_OF Must meet all phrase match rule groups or there is no match.
ANY_OF If any of the phrase match rule groups are met, there is a match.

RuntimeAnnotation

An annotation that was generated during the customer and agent interaction.

Fields
annotation_id

string

The unique identifier of the annotation. Format: projects/{project}/locations/{location}/conversationDatasets/{dataset}/conversationDataItems/{data_item}/conversationAnnotations/{annotation}

create_time

Timestamp

The time at which this annotation was created.

start_boundary

AnnotationBoundary

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

end_boundary

AnnotationBoundary

The boundary in the conversation where the annotation ends, inclusive.

answer_feedback

AnswerFeedback

The feedback that the customer has about the answer in data.

Union field data. The data in the annotation. data can be only one of the following:
article_suggestion

ArticleSuggestionData

Agent Assist Article Suggestion data.

faq_answer

FaqAnswerData

Agent Assist FAQ answer data.

smart_reply

SmartReplyData

Agent Assist Smart Reply data.

smart_compose_suggestion

SmartComposeSuggestionData

Agent Assist Smart Compose suggestion data.

dialogflow_interaction

DialogflowInteractionData

Dialogflow interaction data.

SentimentData

The data for a sentiment annotation.

Fields
magnitude

float

A non-negative number from 0 to infinity which represents the abolute magnitude of sentiment regardless of score.

score

float

The sentiment score between -1.0 (negative) and 1.0 (positive).

Settings

The settings resource.

Fields
name

string

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

create_time

Timestamp

Output only. The time at which the settings was created.

update_time

Timestamp

Output only. The time at which the settings were last updated.

language_code

string

A language code to be applied to each transcript segment unless the segment already specifies a language code. Language code defaults to "en-US" if it is neither specified on the segment nor here.

conversation_ttl

Duration

The default TTL for newly-created conversations. If a conversation has a specified expiration, that value will be used instead. Changing this value will not change the expiration of existing conversations. Conversations with no expire time persist until they are deleted.

pubsub_notification_settings

map<string, string>

A map that maps a notification trigger to a Pub/Sub topic. Each time a specified trigger occurs, Insights will notify the corresponding Pub/Sub topic.

Keys are notification triggers. Supported keys are:

  • "all-triggers": Notify each time any of the supported triggers occurs.
  • "create-analysis": Notify each time an analysis is created.
  • "create-conversation": Notify each time a conversation is created.
  • "export-insights-data": Notify each time an export is complete.
  • "update-conversation": Notify each time a conversation is updated via UpdateConversation.

Values are Pub/Sub topics. The format of each Pub/Sub topic is: projects/{project}/topics/{topic}

analysis_config

AnalysisConfig

Default analysis settings.

AnalysisConfig

Default configuration when creating Analyses in Insights.

Fields
runtime_integration_analysis_percentage

double

Percentage of conversations created using Dialogflow runtime integration to analyze automatically, between [0, 100].

SilenceData

The data for a silence annotation.

SmartComposeSuggestionData

Agent Assist Smart Compose suggestion data.

Fields
suggestion

string

The content of the suggestion.

confidence_score

double

The system's confidence score that this suggestion 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 Smart Compose suggestion and the document from which it originates.

query_record

string

Name of the query record. Format: projects/{project}/locations/{location}/queryRecords/{query_record}

SmartReplyData

Agent Assist Smart Reply data.

Fields
reply

string

The content of the reply.

confidence_score

double

The system's confidence score that this reply 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 Smart Reply and the document from which it originates.

query_record

string

Name of the query record. Format: projects/{project}/locations/{location}/queryRecords/{query_record}

UndeployIssueModelMetadata

Metadata for undeploying 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

UndeployIssueModelRequest

The original request for undeployment.

UndeployIssueModelRequest

The request to undeploy an issue model.

Fields
name

string

Required. The issue model to undeploy.

UndeployIssueModelResponse

The response to undeploy an issue model.

UpdateConversationRequest

The request to update a conversation.

Fields
conversation

Conversation

Required. The new values for the conversation.

update_mask

FieldMask

The list of fields to be updated.

UpdateIssueModelRequest

The request to update an issue model.

Fields
issue_model

IssueModel

Required. The new values for the issue model.

update_mask

FieldMask

The list of fields to be updated.

UpdateIssueRequest

The request to update an issue.

Fields
issue

Issue

Required. The new values for the issue.

update_mask

FieldMask

The list of fields to be updated.

UpdateSettingsRequest

The request to update project-level settings.

Fields
settings

Settings

Required. The new settings values.

update_mask

FieldMask

Required. The list of fields to be updated.