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    Filtering

    You can filter conversations based on information gleaned directly from their characteristics or from attributes of operations that those conversations have been through.

    Conversation filters

    Conversations can be filtered on one or more of the characteristics in the following table. These filters are useful for narrowing down a search among large conversation data sets. The "Filtering" section of the List Conversations page lists the permissions you need to apply the following filters.

    Filter term Description Reference code
    Agent ID
    		 String for a unique agent

    agent_id="some agent_id"

    quality_metadata.agent_info.agent_id:"some agent_id"

    Agent team
    		 String for an agent team

    agent_team="some agent_team"

    quality_metadata.agent_info.teams:"some agent_team"

    Agent type
    		 Human or automated agent

    quality_metadata.agent_info.agent_type:"HUMAN_AGENT"

    quality_metadata.agent_info.agent_type="AUTOMATED_AGENT"

    Analysis create time
    		 Time when the analysis was created latest_analysis.create_time>"2023-12-31T16:00:10-08:00"
    Analysis status
    		 Whether the conversation has been analyzed

    Has been analyzed: latest_analysis:"*"

    Has not been analyzed: -latest_analysis:"*"

    Conversation channel
    		 Medium of the conversation: PHONE_CALL or CHAT medium="PHONE_CALL"
    Conversation create time
    		 Time when the conversation was imported into Insights

    create_time>"1969-12-31T16:00:10-08:00"

    create_time<="1969-12-31T16:00:20-08:00"

    Conversation label
    		 Label or tag assigned to a conversation

    labels:"key_only"

    labels.key_1:"value_1"

    Conversation start time
    		 Time at which the conversation began

    start_time>"1969-12-31T16:00:10-08:00"

    start_time>"1969-12-31T16:00:20-08:00"

    Conversation update time
    		 Time when the conversation was last updated

    update_time>"1969-12-31T16:00:10-08:00"

    update_time<="1969-12-31T16:00:20-08:00"

    CSAT score
    		 Customer satisfaction score

    quality_metadata.customer_satisfaction_rating>"1"

    quality_metadata.customer_satisfaction_rating<"5"

    Custom highlight (also called Phrase matchers)
    		 Custom highlights to help flag certain phrases

    latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"add_one_positive_custom_highlight"

    latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"multiple positive custom highlights"

    -latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"one_negative_custom_highlight"

    -latest_analysis.analysis_result.call_analysis_metadata.phrase_matchers.id:"multiple negative custom highlights"

    Data source
    		 Source of the conversation: Cloud Storage or Dialogflow

    data_source.gcs_source: "*"

    data_source.dialogflow_source: "*"

    Dialogflow conversation
    		 Conversation that took place through Dialogflow, using a virtual agent data_source.dialogflow_source.dialogflow_conversation="projects/123456789/locations/us-central1/conversations/some_dialogflow_conversation"
    Dialogflow conversation profile ID
    		 String for a unique Dialogflow conversation profile dialogflow_conversation_profile_id="some_dialogflow_conversation_profile_id"
    Duration
    		 Length of time conversation lasted duration<="20s"
    Language
    		 Spoken or typed language used in the conversation with language code in BCP-47 format and supported prefixes language_code: "some_language_code"
    Latest analysis create time
    		 Time at which the latest analysis was created

    latest_analysis.create_time>"1969-12-31T16:00:10-08:00"

    latest_analysis.create_time<$eq;"1969-12-31T16:00:20-08:00"

    Latest summary
    		 Match a portion of the most recent summary

    latest_summary.text:"phrase to match"

    latest_summary.text:"and another"

    -latest_summary.text:"exclude this"

    Sentiment score
    		 Average user sentiment score for the conversation

    latest_analysis.analysis_result.call_analysis_metadata.sentiments.sentiment_data.score>"0.1"

    latest_analysis.analysis_result.call_analysis_metadata.sentiments.sentiment_data.score<"0.2"

    Silence duration
    		 Length of the silence time the conversation has

    latest_analysis.analysis_result.call_analysis_metadata.silence.silence_duration>"10s"

    latest_analysis.analysis_result.call_analysis_metadata.silence.silence_duration<$eq;"20s"

    Smart highlight
    		 Smart highlights to help flag certain phrases.

    latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"one_positive_smart_highlight"

    latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"multiple positive smart highlights"

    -latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"one_negative_smart_highlight"

    -latest_analysis.analysis_result.call_analysis_metadata.intents.display_name:"multiple negative smart highlights"

    Summary status
    		 Whether a summary has been generated

    Has a summary: latest_summary:"*"

    No summary: -latest_summary:"*"

    Topic (also called Issue)
    		 Topic or issue identified by Topic Modeling

    latest_analysis.analysis_result.issues.issue="projects/123456789/locations/us-central1/issueModels/test_model/issues/issue_foo"

    latest_analysis.analysis_result.issue_model_id="projects/123456789/locations/us-central1/issueModels/test_model"

    Transcript
    		 Match text of the conversation

    transcript.transcript_segments.text:"one_positive_term"

    transcript.transcript_segments.text:"multiple positive terms"

    -transcript.transcript_segments.text:"one_negative_term"

    -transcript.transcript_segments.text:"multiple negative terms"

    Turn count
    		 Number of conversation turns

    turn_count>"10"

    turn_count<="20"

    Operation filters

    You can also filter conversations based on the information available from operations that have been performed on them. You can filter a conversation dataset based on the following operation attributes.

    Filter term Description Reference code
    Create time
    		 Time at which the operation was created

    metadata.create_time>"1969-12-31T16:00:10-08:00"

    metadata.create_time<="1969-12-31T16:00:20-08:00"

    Conversation ID
    		 String for a specific conversation metadata.conversation_id="some_conversation_id"
    Done
    		 Final status of an operation

    Completed: done="true"

    Not completed: done="false"

    Operation Type
    		 Type of operation performed on the dataset

    Operation type is: metadata.operation_type="BulkAnalyzeConversations"

    Operation type is not: metadata.operation_type!="BulkAnalyzeConversations"

    Status
    		 Detailed status of the operation

    Completed successfully: status_code="0"

    Failed but not aborted: status_code!="ABORTED"

    To view the errors from running a bulk operation, you must use a curl command.

    • Bulk analyze operations: 
      curl  
-X  
GET  
 \ 
  
-H  
 "Authorization: Bearer 
 $( 
gcloud  
auth  
application-default  
print-access-token ) 
 " 
  
 \ 
  
-H  
 "Content-Type: application/json; charset=utf-8" 
  
 "https://contactcenterinsights.googleapis.com/v1/projects/ 
  $PROJECT 
 
 /locations/ 
  $LOCATION 
 
 /operations?filter=metadata.operation_type=\"BulkAnalyzeConversations\"&page_size=10"
    • Bulk ingest operations (transcript or audio): 
      curl  
-X  
GET  
 \ 
  
-H  
 "Authorization: Bearer 
 $( 
gcloud  
auth  
application-default  
print-access-token ) 
 " 
  
 \ 
  
-H  
 "Content-Type: application/json; charset=utf-8" 
  
 "https://contactcenterinsights.googleapis.com/v1/projects/ 
  $PROJECT 
 
 /locations/ 
  $LOCATION 
 
 /operations?filter=metadata.operation_type=\"IngestConversations\"&page_size=10"
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