List conversations using the console

You can view the conversations in Insights console in the Conversation Hubmenu.

Prerequisites

1. Enable the Cloud Storage, Speech-to-Text, and Insights APIs to set up your project.
2. Import multiple conversations to Insights using Insights console or the API .

List conversations

Permissions required for this task

To perform this task, you must have the following permissions :

• resourcemanager.projects.get
• contactcenterinsights.conversations.list

The Insights console displays the most recent conversations associated with your project. Only 50 results are displayed at a time, starting with the most recent. To see earlier conversations, click Next pageat the bottom of the table.

The list can also be filtered to select conversations that match specific criteria. You can apply the following filters to the list of conversations, in any combination:

Filter by upload time

• Filter:For the list of conversations uploaded within the past hour, click 1H. To filter to those uploaded within the past six hours, one day, one week, and one month, click 6H, 1D, 1W, and 1M, respectively.

• Apply a custom date-time range filter:Click Custom, enter the selected beginning and end date and times, and click Apply. The resulting list will include only those uploaded within this range. To remove this filter, click All.

Filter by transcript content

To filter conversations by the phrases they contain, click the conversation filter bar and then select Transcriptfrom the autocomplete drop-down. Next, select either Includesor Excludes, enter the phrase you want to filter for, then click Apply. The list of conversations will be updated to include only those that include (or exclude) the given phrase. To remove this filter, click the Xon the corresponding chip.

Filter by agent ID

To filter conversations according to the agent that handled them, click the conversation filter bar and then select "Agent ID" from the autocomplete drop-down. Next, type the agent's ID, then click Apply. The list of conversations will be updated to include only those that were handled by that agent. To remove this filter, click the Xon the corresponding chip.