Configure analysis rules

Analysis rules are designed to provide more flexible and user-friendly automatic analysis of your contact center conversations. By defining rules, you can specify exactly which conversations to analyze and which types of analysis to perform. Conversational Insights adopts your specifications automatically when ingesting conversations, so that you can control the budget and focus on important conversations to analyze.

Analysis rule capabilities

Analysis rules provide the following customization capabilities all in one place:

• Use filters to choose which conversations to analyze.
• Specify the percentage of your conversation dataset for Insights to analyze.
• Designate different types of analysis for each portion of your dataset.

The existing analysis configuration settings let you specify the percentage of conversations to analyze and designate the type of analysis to use on your full conversation dataset. However, with analysis rules, you can also filter your conversations, then specify both the percentage and analysis type to use for the filtered dataset. Analysis rules replace the analysis configuration settings.

On demand analysis

Insights uses analysis rules to determine which analyses to perform on the conversation, unless the user explicitly specifies the analysis types to use.

Note the following details for using analysis rules with an API.

• CreateAnalysis API always analyzes the conversation when requested and disregards the percentage specified in the matching analysis rules.
• BulkAnalyzeConversations API uses the percentage specified in the BulkAnalyzeConversations request over the one in the analysis rules.

Automatic analysis

After you configure active analysis rules, the following changes occur:

1. Insights matches conversations against all active analysis rules to decide what analysis to perform for the conversation.
2. If a conversation does not fit any rules, then Insights does not automatically analyze the conversation.

Insights supports automatic analysis for conversations uploaded with the console or one of the following API methods:

• UploadConversations API
• Dialogflow runtime Ingestion AnalyzeContent API
• CreateAnalysis API

Insights does not support automatic analysis for conversations uploaded with the following methods:

• Dialogflow runtime ingestion DetectIntent API: This API does not have a notion of conversation completion, so Insights cannot determine when to analyze a conversation.
• IngestConversations API : Also referred to as bulk upload.

To analyze these conversations, you can use the BulkAnalyzeConversations API .

Create a rule

When you create an analysis rule, you can use the following:

• Filters: Conversation filters allow you to narrow down your conversation dataset and analyze a smaller number of related conversations. Analysis rules offer the ability to filter your conversation dataset before running any analyses. Crucially, the filtering criteria cannot depend on the analysis result. For example, a single conversation with a specific custom highlight cannot be a conversation filter.
• Conversation percentage: With an analysis rule, you can also configure the percentage of conversations for Insights to automatically analyze. If an uploaded conversation passes a rule's filter, then Insights decides whether or not that conversation should be analyzed based on the percentage specified in the rule.

Follow these steps to create an analysis rule.

curl -X POST \
  -H "Authorization: Bearer $(gcloud auth print-access-token)" \
  -H "Content-Type: application/json; charset=utf-8" \
  -d "{ display_name: 'runtime' , conversation_filter: 'data_source.gcs_source: "*"', annotator_selector:{run_silence_annotator : true,  run_sentiment_annotator: true}, analysis_percentage:0.4, active:true}" \
  "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/LOCATION_ID/analysisRules"

{
"display_name": string , 
"conversation_filter": string, 
"annotator_selector": object (AnnotatorSelector), 
"analysis_percentage": number, 
"active": boolean
}

You can also create multiple analysis rules in Insights. If a conversation matches multiple rules, Insights applies a combination of all the requirements specified in all the matching rules. However, if a conversation matches conflicting rules, Insights doesn't analyze that conversation.

Analysis types

Conversational Insights offers a variety of analysis types to help you better understand your conversation data. With an analysis rule, you can apply different analysis types to each portion of your filtered or unfiltered conversation dataset.

Insights offers the following analysis types:

• Custom and smart highlights
• Entity extraction
• Intent extraction
• Interruptions
• Sentiment
• Silence
• Quality AI
• Summarization
• Topic modeling

Additional operations

You can use the following additional API commands with analysis rules:

• Find the rule used for a particular conversation with GetAnalysisRule .

  curl -X GET \
  -H "Authorization: Bearer $(gcloud auth print-access-token)" \
  "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/LOCATION_ID/analysisRules/ANALYSIS_RULE_ID"

• List all of your rules with ListAnalysisRules .

  curl -X GET \
  -H "Authorization: Bearer $(gcloud auth print-access-token)" \
  "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/LOCATION_ID/analysisRules"

• Edit a rule with UpdateAnalysisRule .

  curl -X PATCH \
  -H "Authorization: Bearer $(gcloud auth print-access-token)" \
  -H "Content-Type: application/json; charset=utf-8" \
  -d '{annotator_selector: {run_silence_annotator: true}}' \
  "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/LOCATION_ID/analysisRules/ANALYSIS_RULE_ID?updateMask=annotator_selector"

• Remove a rule with DeleteAnalysisRule .

  curl -X DELETE \
  -H "Authorization: Bearer $(gcloud auth print-access-token)" \
  "https://contactcenterinsights.googleapis.com/v1/projects/PROJECT_ID/locations/LOCATION_ID/analysisRules/ANALYSIS_RULE_ID"