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.

BulkDeleteConversations

rpc BulkDeleteConversations(BulkDeleteConversationsRequest) returns (Operation)

Deletes 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.conversations.delete

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. Note that this method does not support audio transcription or redaction. Use conversations.upload instead.

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.

ExportIssueModel

rpc ExportIssueModel(ExportIssueModelRequest) returns (Operation)

Exports an issue model to the provided destination.

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.export

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.

GetEncryptionSpec

rpc GetEncryptionSpec(GetEncryptionSpecRequest) returns (EncryptionSpec)

Gets location-level encryption key specification.

Authorization scopes

Requires the following OAuth scope:

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

For more information, see the Authentication Overview.

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.

ImportIssueModel

rpc ImportIssueModel(ImportIssueModelRequest) returns (Operation)

Imports an issue model from a Cloud Storage bucket.

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 permissions on the parent resource:

  • contactcenterinsights.issueModels.create
  • contactcenterinsights.issueModels.import

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.

InitializeEncryptionSpec

rpc InitializeEncryptionSpec(InitializeEncryptionSpecRequest) returns (Operation)

Initializes a location-level encryption key specification. An error will result if the location has resources already created before the initialization. After the encryption specification is initialized at a location, it is immutable and all newly created resources under the location will be encrypted with the existing specification.

Authorization scopes

Requires the following OAuth scope:

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

For more information, see the Authentication Overview.

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 long-running 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.

IAM Permissions

Requires the following IAM permission on the parent resource:

  • contactcenterinsights.conversations.upload

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.

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.

silence

ConversationLevelSilence

Overall conversation-level silence during 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 CCAI baseline model.
BASELINE_MODEL_V2_0 The CCAI baseline model, V2.0.

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.

partial_errors[]

Status

Output only. Partial errors during bulk analyze operation that might cause the operation output to be incomplete.

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.

BulkDeleteConversationsMetadata

The metadata for a bulk delete conversations operation.

Fields
create_time

Timestamp

The time the operation was created.

end_time

Timestamp

The time the operation finished running.

request

BulkDeleteConversationsRequest

The original request for bulk delete.

partial_errors[]

Status

Partial errors during bulk delete conversations operation that might cause the operation output to be incomplete.

BulkDeleteConversationsRequest

The request to delete conversations in bulk.

Fields
parent

string

Required. The parent resource to delete conversations from. Format: projects/{project}/locations/{location}

filter

string

Filter used to select the subset of conversations to delete.

max_delete_count

int32

Maximum number of conversations 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.

BulkDeleteConversationsResponse

This type has no fields.

The response for a bulk delete conversations operation.

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.

quality_metadata

QualityMetadata

Conversation metadata related to quality management.

metadata_json

string

Input only. JSON metadata encoded as a string. This field is primarily used by Insights integrations with various telphony systems and must be in one of Insight's supported formats.

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.

QualityMetadata

Conversation metadata related to quality management.

Fields
customer_satisfaction_rating

int32

An arbitrary integer value indicating the customer's satisfaction rating.

wait_duration

Duration

The amount of time the customer waited to connect with an agent.

menu_path

string

An arbitrary string value specifying the menu path the customer took.

agent_info[]

AgentInfo

Information about agents involved in the call.

AgentInfo

Information about an agent involved in the conversation.

Fields
agent_id

string

A user-specified string representing the agent.

display_name

string

The agent's name.

team

string

A user-specified string representing the agent's team.

disposition_code

string

A user-provided string indicating the outcome of the agent's segment of the call.

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.

ConversationLevelSilence

Conversation-level silence data.

Fields
silence_duration

Duration

Amount of time calculated to be in silence.

silence_percentage

float

Percentage of the total conversation spent in silence.

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

This type has no fields.

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.

EncryptionSpec

A customer-managed encryption key specification that can be applied to all created resources (e.g. Conversation).

Fields
name

string

Immutable. The resource name of the encryption key specification resource. Format: projects/{project}/locations/{location}/encryptionSpec

kms_key

string

Required. The name of customer-managed encryption key that is used to secure a resource and its sub-resources. If empty, the resource is secured by our default encryption key. Only the key in the same location as this resource is allowed to be used for encryption. Format: projects/{project}/locations/{location}/keyRings/{keyRing}/cryptoKeys/{key}

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}

write_disposition

WriteDisposition

Options for what to do if the destination table already exists.

Union field destination. Exporter destination. destination can be only one of the following:
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.

WriteDisposition

Specifies the action that occurs if the destination table already exists.

Enums
WRITE_DISPOSITION_UNSPECIFIED Write disposition is not specified. Defaults to WRITE_TRUNCATE.
WRITE_TRUNCATE If the table already exists, BigQuery will overwrite the table data and use the schema from the load.
WRITE_APPEND If the table already exists, BigQuery will append data to the table.

ExportInsightsDataResponse

This type has no fields.

Response for an export insights operation.

ExportIssueModelMetadata

Metadata used for export issue model.

Fields
create_time

Timestamp

The time the operation was created.

end_time

Timestamp

The time the operation finished running.

request

ExportIssueModelRequest

The original export request.

ExportIssueModelRequest

Request to export an issue model.

Fields
name

string

Required. The issue model to export.

Union field Destination.

Destination can be only one of the following:

gcs_destination

GcsDestination

Google Cloud Storage URI to export the issue model to.

GcsDestination

Google Cloud Storage Object URI to save the issue model to.

Fields
object_uri

string

Required. Format: gs://<bucket-name>/<object-name>

ExportIssueModelResponse

This type has no fields.

Response from export issue model

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

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}.

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.

GetEncryptionSpecRequest

The request to get location-level encryption specification.

Fields
name

string

Required. The name of the encryption spec resource to get.

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.

GetViewRequest

The request to get a view.

Fields
name

string

Required. The name of the view to get.

HoldData

This type has no fields.

The data for a hold annotation.

ImportIssueModelMetadata

Metadata used for import issue model.

Fields
create_time

Timestamp

The time the operation was created.

end_time

Timestamp

The time the operation finished running.

request

ImportIssueModelRequest

The original import request.

ImportIssueModelRequest

Request to import an issue model.

Fields
parent

string

Required. The parent resource of the issue model.

create_new_model

bool

Optional. If set to true, will create an issue model from the imported file with randomly generated IDs for the issue model and corresponding issues. Otherwise, replaces an existing model with the same ID as the file.

Union field Source.

Source can be only one of the following:

gcs_source

GcsSource

Google Cloud Storage source message.

GcsSource

Google Cloud Storage Object URI to get the issue model file from.

Fields
object_uri

string

Required. Format: gs://<bucket-name>/<object-name>

ImportIssueModelResponse

This type has no fields.

Response from import issue model

IngestConversationsMetadata

The metadata for an IngestConversations 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

IngestConversationsRequest

Output only. The original request for ingest.

partial_errors[]

Status

Output only. Partial errors during ingest operation that might cause the operation output to be incomplete.

ingest_conversations_stats

IngestConversationsStats

Output only. Statistics for IngestConversations operation.

IngestConversationsStats

Statistics for IngestConversations operation.

Fields
processed_object_count

int32

Output only. The number of objects processed during the ingest operation.

duplicates_skipped_count

int32

Output only. The number of objects skipped because another conversation with the same transcript uri had already been ingested.

successful_ingest_count

int32

Output only. The number of new conversations added during this ingest operation.

failed_ingest_count

int32

Output only. The number of objects which were unable to be ingested due to errors. The errors are populated in the partial_errors field.

IngestConversationsRequest

The request to ingest conversations.

Fields
parent

string

Required. The parent resource for new conversations.

conversation_config

ConversationConfig

Configuration that applies to all conversations.

redaction_config

RedactionConfig

Optional. DLP settings for transcript redaction. Optional, will default to the config specified in Settings.

speech_config

SpeechConfig

Optional. Default Speech-to-Text configuration. Optional, will default to the config specified in Settings.

Union field source. Configuration for an external data store containing objects that will be converted to conversations. source can be only one of the following:
gcs_source

GcsSource

A cloud storage bucket source. Note that any previously ingested objects from the source will be skipped to avoid duplication.

Union field object_config. Configuration for converting individual source objects to conversations. object_config can be only one of the following:
transcript_object_config

TranscriptObjectConfig

Configuration for when source contains conversation transcripts.

sample_size

int32

Optional. If set, this fields indicates the number of objects to ingest from the Cloud Storage bucket. If empty, the entire bucket will be ingested. Unless they are first deleted, conversations produced through sampling won't be ingested by subsequent ingest requests.

ConversationConfig

Configuration that applies to all conversations.

Fields
agent_id

string

Optional. An opaque, user-specified string representing a human agent who handled all conversations in the import. Note that this will be overridden if per-conversation metadata is provided through the metadata_bucket_uri.

agent_channel

int32

Optional. Indicates which of the channels, 1 or 2, contains the agent. Note that this must be set for conversations to be properly displayed and analyzed.

customer_channel

int32

Optional. Indicates which of the channels, 1 or 2, contains the agent. Note that this must be set for conversations to be properly displayed and analyzed.

GcsSource

Configuration for Cloud Storage bucket sources.

Fields
bucket_uri

string

Required. The Cloud Storage bucket containing source objects.

bucket_object_type

BucketObjectType

Optional. Specifies the type of the objects in bucket_uri.

custom_metadata_keys[]

string

Optional. Custom keys to extract as conversation labels from metadata files in metadata_bucket_uri. Keys not included in this field will be ignored. Note that there is a limit of 20 labels per conversation.

metadata_bucket_uri

string

Optional. The Cloud Storage path to the conversation metadata. Note that: [1] Metadata files are expected to be in JSON format. [2] Metadata and source files (transcripts or audio) must be in separate buckets. [3] A source file and its corresponding metadata file must share the same name to be properly ingested, E.g. gs://bucket/audio/conversation1.mp3 and gs://bucket/metadata/conversation1.json.

BucketObjectType

Enums
BUCKET_OBJECT_TYPE_UNSPECIFIED The object type is unspecified and will default to TRANSCRIPT.
TRANSCRIPT The object is a transcript.
AUDIO The object is an audio file.

TranscriptObjectConfig

Configuration for processing transcript objects.

Fields
medium

Medium

Required. The medium transcript objects represent.

IngestConversationsResponse

This type has no fields.

The response to an IngestConversations operation.

InitializeEncryptionSpecMetadata

Metadata for initializing a location-level encryption specification.

Fields
create_time

Timestamp

Output only. The time the operation was created.

end_time

Timestamp

Output only. The time the operation finished running.

request

InitializeEncryptionSpecRequest

Output only. The original request for initialization.

partial_errors[]

Status

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

InitializeEncryptionSpecRequest

The request to initialize a location-level encryption specification.

Fields
encryption_spec

EncryptionSpec

Required. The encryption spec used for CMEK encryption. It is required that the kms key is in the same region as the endpoint. The same key will be used for all provisioned resources, if encryption is available. If the kms_key_name field is left empty, no encryption will be enforced.

InitializeEncryptionSpecResponse

This type has no fields.

The response to initialize a location-level encryption specification.

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

This type has no fields.

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.

sample_utterances[]

string

Output only. Resource names of the sample representative utterances that match to this issue.

display_description

string

Representative description of the issue.

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.

IssueMatchData

The data for an issue match annotation.

Fields
issue_assignment

IssueAssignment

Information about the issue's assignment.

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.

issue_count

int64

Output only. Number of issues in this issue model.

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.

model_type

ModelType

Type of the model.

language_code

string

Language of the model.

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.

ModelType

Type of the model.

Enums
MODEL_TYPE_UNSPECIFIED Unspecified model type.
TYPE_V1 Type V1.
TYPE_V2 Type V2.

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.

display_name

string

Display name of the issue.

IssueModelResult

Issue Modeling result on a conversation.

Fields
issue_model

string

Issue model that generates the result. Format: projects/{project}/locations/{location}/issueModels/{issue_model}

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 100,000 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.

order_by

string

Optional. The attribute by which to order conversations in the response. If empty, conversations will be ordered by descending creation time. Supported values are one of the following:

  • create_time
  • customer_satisfaction_rating
  • duration
  • latest_analysis
  • start_time
  • turn_count

The default sort order is ascending. To specify order, append asc or desc (create_time desc). For more details, see Google AIPs Ordering.

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.

ListViewsRequest

The request to list views.

Fields
parent

string

Required. The parent resource of the views.

page_size

int32

The maximum number of views to return in the response. If this value is zero, the service will select a default size. A call may 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 ListViewsResponse; indicates that this is a continuation of a prior ListViews call and the system should return the next page of data.

ListViewsResponse

The response of listing views.

Fields
views[]

View

The views 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
Union field config. The configuration of the phrase match rule. config can be only one of the following:
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 phrase 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.

RedactionConfig

DLP resources used for redaction while ingesting conversations. DLP settings are applied to conversations ingested from the UploadConversation and IngestConversations endpoints, including conversation coming from CCAI Platform. They are not applied to conversations ingested from the CreateConversation endpoint or the Dialogflow / Agent Assist runtime integrations. When using Dialogflow / Agent Assist runtime integrations, redaction should be performed in Dialogflow / Agent Assist.

Fields
deidentify_template

string

The fully-qualified DLP deidentify template resource name. Format: projects/{project}/deidentifyTemplates/{template}

inspect_template

string

The fully-qualified DLP inspect template resource name. Format: projects/{project}/locations/{location}/inspectTemplates/{template}

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.

user_input

UserInput

Explicit input used for generating the answer

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.

conversation_summarization_suggestion

ConversationSummarizationSuggestionData

Conversation summarization suggestion data.

UserInput

Explicit input used for generating the answer

Fields
query

string

Query text. Article Search uses this to store the input query used to generate the search results.

generator_name

string

The resource name of associated generator. Format: projects/<Project ID>/locations/<Location ID>/generators/<Generator ID>

query_source

QuerySource

Query source for the answer.

QuerySource

The source of the query.

Enums
QUERY_SOURCE_UNSPECIFIED Unknown query source.
AGENT_QUERY The query is from agents.
SUGGESTED_QUERY The query is a query from previous suggestions, e.g. from a preceding SuggestKnowledgeAssist response.

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 CCAI Insights project wide settings. Use these settings to configure the behavior of Insights. View these settings with getsettings and change the settings with updateSettings.

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.
  • "ingest-conversations": Notify each time an IngestConversations LRO is complete.
  • "update-conversation": Notify each time a conversation is updated via UpdateConversation.
  • "upload-conversation": Notify when an UploadConversation LRO is complete.

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

analysis_config

AnalysisConfig

Default analysis settings.

redaction_config

RedactionConfig

Default DLP redaction resources to be applied while ingesting conversations. This applies to conversations ingested from the UploadConversation and IngestConversations endpoints, including conversations coming from CCAI Platform.

speech_config

SpeechConfig

Optional. Default Speech-to-Text resources to use while ingesting audio files. Optional, CCAI Insights will create a default if not provided. This applies to conversations ingested from the UploadConversation and IngestConversations endpoints, including conversations coming from CCAI Platform.

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].

upload_conversation_analysis_percentage

double

Percentage of conversations created using the UploadConversation endpoint to analyze automatically, 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.

SilenceData

This type has no fields.

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

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

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

SpeechConfig

Speech-to-Text configuration. Speech-to-Text settings are applied to conversations ingested from the UploadConversation and IngestConversations endpoints, including conversation coming from CCAI Platform. They are not applied to conversations ingested from the CreateConversation endpoint.

Fields
speech_recognizer

string

The fully-qualified Speech Recognizer resource name. Format: projects/{project_id}/locations/{location}/recognizer/{recognizer}

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

This type has no fields.

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. All possible fields can be updated by passing *, or a subset of the following updateable fields can be provided:

  • agent_id
  • language_code
  • labels
  • metadata
  • quality_metadata
  • call_metadata
  • start_time
  • expire_time or ttl
  • data_source.gcs_source.audio_uri or data_source.dialogflow_source.audio_uri

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.

UpdatePhraseMatcherRequest

The request to update a phrase matcher.

Fields
phrase_matcher

PhraseMatcher

Required. The new values for the phrase matcher.

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.

UpdateViewRequest

The request to update a view.

Fields
view

View

Required. The new view.

update_mask

FieldMask

The list of fields to be updated.

UploadConversationMetadata

The metadata for an UploadConversation 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

UploadConversationRequest

Output only. The original request.

analysis_operation

string

Output only. The operation name for a successfully created analysis operation, if any.

applied_redaction_config

RedactionConfig

Output only. The redaction config applied to the uploaded conversation.

UploadConversationRequest

Request to upload a conversation.

Fields
parent

string

Required. The parent resource of the conversation.

conversation

Conversation

Required. The conversation resource to create.

conversation_id

string

Optional. 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]-

redaction_config

RedactionConfig

Optional. DLP settings for transcript redaction. Will default to the config specified in Settings.

speech_config

SpeechConfig

Optional. Speech-to-Text configuration. Will default to the config specified in Settings.

View

The View resource.

Fields
name

string

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

display_name

string

The human-readable display name of the view.

create_time

Timestamp

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

update_time

Timestamp

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

value

string

String with specific view properties, must be non-empty.